Oftentimes u may be first person to greet patient or customer. U have the ability to let that person feel at ease or more nervous by merely being cordial and professional. To address a patient by their name clearly and concisely and looking at them while talking is a great way to get someone more relaxed. To look the part of ur role is also helpful, for example wearing a lab jacket with a name tag and having a neat appearance is reassuring to clients. Also a neat organised office environment is helpful in making a patient feel more calm.