Deck 6: Applying Communication Skills

Question 1

Documenting patient education:

A) eliminates the need for maintaining the patient's chart
B) promotes inconsistency in care
C) decreases efficiency
D) minimizes professional liability

Answer 1

minimizes professional liability

Question 2

Demonstrating _____ will help you advance in your career.

A) instability
B) dependence
C) inefficiency
D) resourcefulness

Answer 2

resourcefulness

Question 3

When communicating with others,you should be:

A) aggressive
B) assertive
C) passive
D) inactive

Answer 3

assertive

Question 4

It is almost always best to take which of the following issues to the office manager?

A) a disagreement about a coworker's hairstyle
B) a patient's complaint about a long wait time on a busy day
C) a personal dislike of a coworker
D) a coworker's habitual tardiness that affects the practice

Question 5

Which of the following is not one of the four E's used to engage a child in health care matters?

A) encouragement
B) education
C) enlistment
D) evidence

Question 6

Staff meetings are usually held

A) in the medical office during patient care hours
B) in the medical office before or after patient care hours
C) at an off-site location before or after patient care hours
D) at the home of the physician during patient care hours

Question 7

When should an organizational chart be updated?

A) only when there are personnel changes
B) at the start or end of each workday
C) at the start or end of each workweek
D) every few months

Question 8

Which of the following is not one of the Four Essential Truths of Human Interaction?

A) Different people have different working styles.
B) Be aware of your coworkers' sensitivities and tailor your communications.
C) You can't judge a book by its cover.
D) All people appeal to you equally.

Question 9

When working with older patients,you should:

A) always provide physical assistance regardless of the patient's condition
B) greet them warmly and by name
C) seat them in a location that offers significant stimulation
D) avoid all forms of therapeutic touch

Question 10

Which of the following is not a recommended personal performance goal?

A) working completely independently
B) soliciting suggestions
C) planning effectively
D) communicating openly and honestly

Question 11

All communications between members of the health care team should be:

A) aggressive and authoritative
B) professional and respectful
C) rapid and precise
D) vague and misleading

Question 12

Who typically discusses abnormal results or serious health conditions with patients and their families?

A) clinical medical assistant
B) administrative medical assistant
C) provider
D) nurse

Question 13

In most employment situations,an evaluation of work performance is made on a(n)_____ basis.

A) weekly
B) monthly
C) annual
D) biannual

Question 14

Which of the following is an example of a petty difference?

A) taking issue with a coworker's theft from petty cash
B) taking issue with a coworker's violation of OSHA safety standards
C) disagreement on one's choice of clothing
D) disagreement on the ideal method of treatment for a patient

Question 15

Which of the following is a recommended phrase to help resolve a conflict between coworkers?

A) You have no right to be upset.
B) You're not making any sense.
C) I know this is really frustrating for you.
D) I don't understand why you'd feel that way.

Question 16

When talking with a patient,you should not:

A) look away while the patient is speaking
B) ask open-ended questions
C) comment on something the patient is wearing or a common interest
D) take an active interest in what the patient is saying

Question 17

When providing patient education,your first task is to:

A) assess the patient's ability to comprehend the instructions
B) discuss the instructions with any family members accompanying the patient
C) prepare a summary of the session for documentation in the patient's chart
D) answer any questions the patient has about the instructions

Question 18

A large medical group might have a _____ department to handle personnel management and payroll.

A) laboratory
B) human resources
C) collections
D) clinical

Question 19

A bulletin board used for posting intra-office notices is most likely to be located in the:

A) staff room
B) examination room
C) waiting area
D) office laboratory

Question 20

When working with a pediatric patient,instead of saying deformity,it is recommended that you say:

A) disfigurement
B) opportunity
C) appearance
D) problem

Question 21

Match each term with its definition.
Communication style in which individuals express their feelings and opinions and advocate for their needs in a way that violates the rights of others

A)patient advocate
B)performance goals
C)cultural competencies
D)evaluation form
E)assertive communication
F)office manager
G)aggressive communication
H)managing provider
I)reflective communication
J)patient education
K)in-service training

Question 22

Match each term with its definition.
Type of communication born of high self-esteem

A)patient advocate
B)performance goals
C)cultural competencies
D)evaluation form
E)assertive communication
F)office manager
G)aggressive communication
H)managing provider
I)reflective communication
J)patient education
K)in-service training

Question 23

Identify the correct order of the basic steps of critical thinking when problem solving.
List possible decisions and what you think each outcome will be

A)Step 1
B)Step 2
C)Step 3
D)Step 4

Question 24

Identify the correct order of the basic steps of critical thinking when problem solving.
Determine just what the problem is and write it down

A)Step 1
B)Step 2
C)Step 3
D)Step 4

Question 25

Match each term with its definition.
Provider in a medical group who assumes the management role for all of the providers in the group

A)patient advocate
B)performance goals
C)cultural competencies
D)evaluation form
E)assertive communication
F)office manager
G)aggressive communication
H)managing provider
I)reflective communication
J)patient education
K)in-service training

Question 26

Match each term with its definition.
Person sometimes referred to as the practice manager

A)patient advocate
B)performance goals
C)cultural competencies
D)evaluation form
E)assertive communication
F)office manager
G)aggressive communication
H)managing provider
I)reflective communication
J)patient education
K)in-service training

Question 27

Identify the correct order of the basic steps of critical thinking when problem solving.
Gather facts and ideas to help you decide what to do about the problem

A)Step 1
B)Step 2
C)Step 3
D)Step 4

Question 28

Match each term with its definition.
Creating these gives you ownership of your aspirations,achievements,and objectives

A)patient advocate
B)performance goals
C)cultural competencies
D)evaluation form
E)assertive communication
F)office manager
G)aggressive communication
H)managing provider
I)reflective communication
J)patient education
K)in-service training

Question 29

Identify the correct order of the steps involved in communicating with a difficult or uncooperative patient.
Begin problem solving

A)Step 1
B)Step 2
C)Step 3
D)Step 4
E)Step 5

Question 30

Match each term with its definition.
Social groups influencing a person's culture and self-identity

A)patient advocate
B)performance goals
C)cultural competencies
D)evaluation form
E)assertive communication
F)office manager
G)aggressive communication
H)managing provider
I)reflective communication
J)patient education
K)in-service training

Question 31

Identify the correct order of the basic steps of critical thinking when problem solving.
Prioritize your decisions and begin testing them one by one until results are satisfactory to you and others concerned

A)Step 1
B)Step 2
C)Step 3
D)Step 4

Question 32

Identify the correct order of the steps involved in communicating with a difficult or uncooperative patient.
Let the patient vent

A)Step 1
B)Step 2
C)Step 3
D)Step 4
E)Step 5

Question 33

Identify the correct order of the steps involved in communicating with a difficult or uncooperative patient.
Mutually agree on the solution

A)Step 1
B)Step 2
C)Step 3
D)Step 4
E)Step 5

Question 34

Identify the correct order of the steps involved in communicating with a difficult or uncooperative patient.
Express empathy to the patient

A)Step 1
B)Step 2
C)Step 3
D)Step 4
E)Step 5

Question 35

Identify the correct order of the steps involved in communicating with a difficult or uncooperative patient.
Follow up

A)Step 1
B)Step 2
C)Step 3
D)Step 4
E)Step 5

Question 36

Match each term with its definition.
Outlines the most important qualities and abilities that are needed for a job,and includes a section where strengths and weaknesses can be listed

A)patient advocate
B)performance goals
C)cultural competencies
D)evaluation form
E)assertive communication
F)office manager
G)aggressive communication
H)managing provider
I)reflective communication
J)patient education
K)in-service training

Question 37

Match each term with its definition.
Communication that affords opportunities to examine behaviors and interactions,acts as a verbal "mirror," and restates what a patient has said for clarification by all parties

A)patient advocate
B)performance goals
C)cultural competencies
D)evaluation form
E)assertive communication
F)office manager
G)aggressive communication
H)managing provider
I)reflective communication
J)patient education
K)in-service training

Question 38

Match each term with its definition.
Examples of this include classes on CPR,sterile techniques,and using computer software

A)patient advocate
B)performance goals
C)cultural competencies
D)evaluation form
E)assertive communication
F)office manager
G)aggressive communication
H)managing provider
I)reflective communication
J)patient education
K)in-service training

Question 39

Match each term with its definition.
Promotes and protects the rights of patients

A)patient advocate
B)performance goals
C)cultural competencies
D)evaluation form
E)assertive communication
F)office manager
G)aggressive communication
H)managing provider
I)reflective communication
J)patient education
K)in-service training

Question 40

Match each term with its definition.
When you provide this,you may use verbal instructions,printed materials,or electronic formats

A)patient advocate
B)performance goals
C)cultural competencies
D)evaluation form
E)assertive communication
F)office manager
G)aggressive communication
H)managing provider
I)reflective communication
J)patient education
K)in-service training

Question 41

​Match the behavior to the description of the communication.Note: Answers may be used more than once.
​People using this type of communication value themselves;their time;and their emotional,spiritual,and physical needs

A)​assertive
B)​aggressive
C)​passive

Question 42

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Say "finding" instead

A)​deformity
B)​worry
C)​perform an X-ray
D)​problem

Question 43

Communicating with culturally diverse,pediatric,geriatric,and difficult or uncooperative patients involves the use of resources and:

A) ​reflective communication
B) ​adaptations based on individual needs
C) ​patient advocacy
D) ​using a step-by-step approach to verbalizing needs

Question 44

​Match the example of diversity with the description.Note: Answers may be used more than once.
​A group influencing a person's culture and self-identity,[which] include not only race,ethnicity,and religion but also gender,sexual orientation,age,disability,and socioeconomic status

A)​cultural
B)​social
C)​ethnic

Question 45

​Match the example of diversity with the description.Note: Answers may be used more than once.
​Pertaining to or characteristic of a people,especially a group sharing a common and distinctive culture,religion,language,or the like

A)​cultural
B)​social
C)​ethnic

Question 46

​Define coaching a patient as it relates to health maintenance.

A) ​providing information to patients in regard to the steps to prepare for an inpatient procedure
B) ​discussing payment options with patients prior to a procedure
C) ​enhancing the patient's understanding and learning experience when educating patient regarding topics on health maintenance,disease prevention,and treatment plans as directed by the provider
D) ​all of the above

Question 47

​Match the example of diversity with the description.Note: Answers may be used more than once.
​Forms an important part of a patient's identity

A)​cultural
B)​social
C)​ethnic

Question 48

​Match the behavior to the description of the communication.Note: Answers may be used more than once.
This type of communication ​is a style in which individuals express their feelings and opinions and advocate for their needs in a way that violates the rights of others

A)​assertive
B)​aggressive
C)​passive

Question 49

​Match the behavior to the description of the communication.Note: Answers may be used more than once.
​With this form of communication the individual may come across as being shy or very easygoing

A)​assertive
B)​aggressive
C)​passive

Question 50

​Which of the following is key to coaching a patient regarding compliance with a treatment plan?

A) ​Provide a written copy of the instructions and review them one by one verbally with the patient,using language the patient can understand.
B) ​Ask the patient to repeat the instructions (act as a verbal mirror)and restate what is said for clarification by all parties.
C) ​Applying active listening skills and use body language and other nonverbal skills in communicating with patients,family,and staff.
D) ​All of the above

Question 51

​Match the behavior to the description of the communication.Note: Answers may be used more than once.
Using this type of communication ​may indicate that the message you're sending is that your thoughts and feelings aren't as important as those of other people

A)​assertive
B)​aggressive
C)​passive

Question 52

​Match the example of diversity with the description.Note: Answers may be used more than once.
​A diverse or multilingual workforce

A)​cultural
B)​social
C)​ethnic

Question 53

​Match the behavior to the description of the communication.Note: Answers may be used more than once.
Using this type of communication may give others permission to disregard your wants and needs

A)​assertive
B)​aggressive
C)​passive

Question 54

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
Say "appearance" instead

A)​deformity
B)​worry
C)​perform an X-ray
D)​problem

Question 55

​An approach to handling interpersonal problems and concerns is to use critical thinking (or problem-solving)skills.Critical thinking involves:

A) ​observing available information and determining what the main issue is
B) ​forming beliefs (developing arguments using supportive evidence)
C) ​coming to a conclusion (deciding which view is most reasonable)
D) ​all of the above

Question 56

​Match the behavior to the description of the communication.Note: Answers may be used more than once.
​People using this type of communication are strong advocates for themselves and others while being very respectful

A)​assertive
B)​aggressive
C)​passive

Question 57

​Match the behavior to the description of the communication.Note: Answers may be used more than once.
​These type of communicators are verbally and/or physically abusive

A)​assertive
B)​aggressive
C)​passive

Question 58

​Which of the following would not be a step in coaching patients regarding disease prevention?

A) ​Develop a plan of action on how to coach the patient based on information ordered by the provider.
B) ​Greet the patient and any other person present in the room by name.
C) ​Provider a written copy of the instructions and review steps verbally with the patient.
D) ​All of the above

Question 59

​Match the example of diversity with the description.Note: Answers may be used more than once.
​The diverse factors surrounding our society such as race,culture,religion,age,and disabilities

A)​cultural
B)​social
C)​ethnic

Question 60

​Having an understanding of the _______________ influences on behavior is beneficial when working with culturally diverse patients.

A) ​ethnic,social,and cultural
B) ​hereditary,cultural,and environmental
C) ​hereditary,social,and environmental
D) ​social,cultural,and environmental

Question 61

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Be overconfident

A)Communication "Do"
B)Communication "Don't"

Question 62

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Forget to use common courtesy and don't look away while others are speaking.

A)Communication "Do"
B)Communication "Don't"

Question 63

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Comment on something the patient is wearing

A)Communication "Do"
B)Communication "Don't"

Question 64

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Maintain eye contact and use a warm and friendly greeting such as: "Good morning,Mrs.Jones,it's nice to see you today."

A)Communication "Do"
B)Communication "Don't"

Question 65

​Be careful to respect the patient's privacy when discussing health care issues with family members because of the legal aspect of complying with the patient's communication wishes,which should be documented on the patient's:

A) ​Protected Health Information (PHI)
B) ​Personal Health Document (PHD)
C) ​Patient Portal
D) ​Confidential Communication Preference (CCP)

Question 66

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Hang back in the conversation

A)Communication "Do"
B)Communication "Don't"

Question 67

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Ask political or religious discussions

A)Communication "Do"
B)Communication "Don't"

Question 68

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Comment on a common interest or current event

A)Communication "Do"
B)Communication "Don't"

Question 69

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Listen and take an active interest in what the patient is saying.

A)Communication "Do"
B)Communication "Don't"

Question 70

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Talk too much about yourself

A)Communication "Do"
B)Communication "Don't"

Question 71

​This skill can be a great stride toward eliminating procrastination.

A) ​Critical thinking (problem-solving)
B) ​Effective communication
C) ​Cultural awareness
D) ​Expressing empathy

Question 72

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Let patients talk about themselves

A)Communication "Do"
B)Communication "Don't"

Question 73

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Say "take a picture" instead

A)​deformity
B)​worry
C)​perform an X-ray
D)​problem

Question 74

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Avoid eye contact with all patients

A)Communication "Do"
B)Communication "Don't"

Question 75

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Use questions that require only a yes or no answer

A)Communication "Do"
B)Communication "Don't"

Question 76

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
Say "wonder" instead

A)​deformity
B)​worry
C)​perform an X-ray
D)​problem

Question 77

​An effective communicator knows the "Do's" and "Don'ts" of communication.Match whether the description/scenario given is a "do" or "don't".Note: Answers may be used more than once.
​Ask open-ended questions

A)Communication "Do"
B)Communication "Don't"