Hospice of Mercy Volunteer Guest Service Excellence Training Quiz

Welcome to the Hospice of Mercy volunteer guest service excellence online video training post quiz. Please complete the questionaire to the best of your ability after you have watched the Hospice of Mercy volunteer guest service excellence video located on the Hospice of Mercy volunteer webpage (www.mercycare.org/hospice). If any questions, please email mclapp@mercycare.org. Thank you!

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* 1. Of the following attributes of a good volunteer, which are the most important to you?
Multiple Choice: More than one answer may be correct.

Caring, friendly and compassionate.

Willing to act to assist someone in need.

Give service cheerfully, willingly and with joy.

Ability to use common sense and a willingness to work in cooperation with others.

Feeling that the purpose of hospice is whorthwhile and consistent with your beliefs.

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* 2. Who are the guests at Hospice of Mercy?

Patient

Family members

Members of the community

Staff (both Mercy and outside attending physicians)

All of the above

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* 3. Expectations of Interaction with guests. Please put the following in correct order:

When 12 feet away, make eye contact and smile in an appropriate non-threatening manner.

Smile and ask, "How may I help you?"

Attempt to solve our guests problem or direct them to someone who can.

When 6 feet away, greet the guest with "Good morning" or "Good afternoon".

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* 4. What action should you take to help reduce the stress and tension of a disgruntled guest?

Practice active LIstening

Don't interrupt

Keep your emotions in check

Apologize with, "I am sorry this situation has happened." Attempt to solve the problem on your own or offer to contact your volunteer coordinator or other appropriate staff.

All of the above

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* 5. Which is NOT the appropriate attire when you are working with hospice patients and families?

Business casual attire

No shoes

Fresh appearance

Hospice of Mercy name tag attached around neck or clipped on collar

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* 6. Please complete the following information:

Name:

Email:

Phone:

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* 1. Of the following attributes of a good volunteer, which are the most important to you?Multiple Choice: More than one answer may be correct.

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* 2. Who are the guests at Hospice of Mercy?

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* 3. Expectations of Interaction with guests. Please put the following in correct order:

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* 4. What action should you take to help reduce the stress and tension of a disgruntled guest?

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* 5. Which is NOT the appropriate attire when you are working with hospice patients and families?

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* 6. Please complete the following information:

* 1. Of the following attributes of a good volunteer, which are the most important to you?
Multiple Choice: More than one answer may be correct.