Which of the following is an appropriate action when answering the telephone?

Answering the telephone promptly and kindly is a fundamental aspect of effective communication in a medical office setting. This approach sets a positive tone for the conversation, demonstrating professionalism and respect for the caller. When staff answer the phone quickly, it reflects an eagerness to assist, which can enhance patient satisfaction and reinforce the office's commitment to customer service.

Additionally, responding kindly helps in building rapport and trust with patients and callers, making them feel valued and heard. This is especially important in a medical environment where individuals may be feeling anxious or concerned about their health. A warm and friendly tone can greatly improve the overall experience and encourage callers to engage openly.

The other options undermine effective communication; speaking softly and with uncertainty can create confusion or be interpreted as a lack of confidence, ignoring a caller's request is unprofessional and can lead to frustration, and reinforcing negative emotions can detrimentally impact the caller’s experience, making them feel dismissed or upset. Therefore, answering promptly and kindly stands out as the best practice in this context.