Patients must be heard without interruption when explaining their concerns (Simpson, nd). Appropriate questions should be asked to determine all possible problems. Clear instructions using simple terms to explain procedures and treatments are essential. Patient questions should be answered carefully and thoughtfully. The biggest mistake can be giving too much information or saying things that are relevant to the doctor-patient conversation. When such problems arise, the employee should simply explain their mistake to their manager. The mistake of saying too much always lurks in the background as you gain professional experience. It is important to pause and think about what needs to be said to calm the patient and set the stage for treatment.