Communication is a necessary requirement for everyday living. In the health care field, the ability to communicate effectively is essential for success, such as when calling and  requesting a prescription be renewed, documenting the  patient’s symptoms and helping the patient be diagnosed  properly, providing patient education, arranging travel  plans for the physician, and so on. The concern you have for  patients will show in your words, actions, gestures, and tone  of voice. The values of the office personnel reflect in their attitudes and behaviors. Effective listening is patient centered  and requires practice to ensure that you understand the obvious and less obvious needs of the patients. The special needs  of some patients may not be the presenting problems when  they arrive in the physician’s office; however, these special  needs must be dealt with to accommodate the patients as  much as possible. Special care must be taken with patients  who are hearing impaired, do not speak English, cannot see,  are angry or anxious, are terminally ill, or are mentally or  emotionally impaired. The medical assistant must remain  flexible and be able to handle all unusual situations professionally. Although medical assistants should advocate assertively for the patient, they should never become aggressive.  They should understand that patients are vulnerable and  may engage in defensive behaviors. Therefore, getting honest feedback from patients is vital.