Hi, I'm Manar. I work in the radiology department in one of the hospitals in Bahrain. On a very busy day, one of our patients, came to do his lower abdominal ultrasound. His results were normal and was told that his report will be sent to his physician within 48 hours max. I explained to him that this meant the report could be ready any time between today and tomorrow. The patient was also informed that he will receive a call from his doctor once the ultrasound report was ready. Then strangely, the patient went to the receptionist asking her when the report will be ready, and he was given the same answer. The patient got angry when he heard her answer. The receptionist called me and informed me about the situation. I immediately went to the reception desk. While the patient was standing at the reception desk, the receptionist turned to me and started explaining, in Arabic, what had happened and asked me if there was a chance the report would be ready today (Note: the patient was a non-Arabic speaker expat). Slightly annoyed by the patient's behavior, I turned to him and said: "I told you sir that it is not necessary to take exactly 48 hours, your report could be ready today". The patient then started shouting and said: "why are you telling me "I told you"? Even if I ask a million times you must answer me, I am a customer to this organization!".

1. Based on your study of the Communication model, which components of the model (communicator/sender, encoding, channel, receiver, decoding, feedback) do you think caused the misunderstanding -Noise between the patient and Manar? (Note: givemaximum 2 components).Explain why you think so AND give evidence from the case.(3 points)

1. If you were in Manar's position, how will you useDeep Acting emotional labor to reduce your patient's anger?(3 points)

1. How can you useSocial Awareness andSelf-Management emotional intelligence skills to manage the above situation with your patient in a more professional manner?(4 points)