When communicating with a patient who is angry about their appointment starting later than scheduled, it may be effective to try all of the following except ____.
____
listen and reflect back your understanding of their concern
explain the facts of the situation so they understand
provide a private place to talk, if possible
speak in a low tone of voice
Be alert for words like not, except and other negative word forms in questions. These words change the purpose of your search for the correct answer.
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