Communications Test – Flashcards
Unlock all answers in this set
Unlock answersquestion
What does a receiver do to decode a message?
answer
Apply their own frame of reference
question
What form of communication is used to indicate informed consent?
answer
Written
question
Which of the following is a benefit of oral communication over written communication?
answer
It provides immediate feedback.
question
Why is verbal communication often the most effective way to communicate?
answer
It allows for instant feedback, clarity, and understanding.
question
Which of the following is the best definition of communication?
answer
Exchanging messages
question
Which of the following is NOT a desirable communication skill?
answer
Roll your eyes when you do not agree.
question
In verbal communication, how is emotion expressed?
answer
Tone of voice
question
Which of the following refers to the physical space between people?
answer
Proximity
question
Which active listening technique involves empathy?
answer
Reflection
question
Which active listening technique involves asking questions to get a more concise explanation?
answer
Clarification
question
Alexia, a medical assistant, explains to Mrs. Phillips that the medication is to be taken once a day with a full glass of water. Which of the following is the goal of Alexia's communication with Mrs. Phillips?
answer
Give instructions to patients
question
What can a health care worker do to ensure that a patient understands medical information?
answer
Use appropriate lay terms.
question
Which of the following is NOT true of communication in health care?
answer
Health care workers should cross their arms when speaking with patients.
question
According to the communication process, who provides information?
answer
Sender
question
Which of the following is NOT a method of nonverbal communication?
answer
Lay terms
question
Which of the following is an example of audience?
answer
Nurses of West Pediatric office
question
Which of the following is a good way to respond to constructive criticism?
answer
Show appreciation
question
A patient in your care has found out that he is terminally ill. What should you do?
answer
With sincerity, let him know that you are saddened after learning of his situation and ask if he wants to talk about it.
question
You notice that a colleague is using narrative note form rather than your agency's preferred SOAP notes method. What should you say?
answer
"I noticed that your note-taking style is different. Can I show you our agency's preferred method?"
question
Which of the following should be done when giving constructive criticism?
answer
Choose words carefully
question
Which of the following is an example of working well when confronted with a bias?
answer
A patient does not speak your language. You smile kindly and offer to get an interpreter.
question
What is the purpose of communication patterns?
answer
To provide a systematic way of sharing important information
question
Which of the following is true of communication in the workplace?
answer
You must learn to give and accept direction.
question
The physician asks you to send in a prescription for a patient, but you can't quite read the amount that is being prescribed. What should you do?
answer
Ask the physician to clarify the number of pills being prescribed.
question
Which of the following is true?
answer
Overcome personal issues and focus on performing your job well and with courtesy.
question
What does being sensitive to boundaries mean?
answer
The ability to recognize the emotional and physical limits of others.
question
A colleague tells you that you have documented a patient's health insurance information incorrectly. How should you respond?
answer
"Thanks. Could you please explain what I did wrong?"
question
Which of the following is a method that health care workers and patients can use to overcome a speech challenge?
answer
Require only brief answers
question
Which of the following is NOT a method that health care workers and patients can use to overcome a hearing challenge?
answer
Look at the patient's chart when speaking
question
Which of the following is true of communication barriers?
answer
When people are preoccupied with their own problems, they can miss much of the message coming from another person.
question
All of the following may present cultural communication barriers EXCEPT:
answer
Physical comfort
question
What should be done if you are concerned about a patient's ability to understand important information?
answer
Get permission from the patient to speak with a family member.
question
Which of the following is true ?
answer
Make the physical arrangement as welcoming and comfortable as possible for patients.
question
Which of the following can be caused by a rushed encounter with a patient?
answer
You overlook important patient information.
question
Clinging to the established method of doing things is known as what?
answer
Resistance to change
question
Which is the best position for a health care worker who is interacting with a patient in a wheelchair?
answer
Sitting
question
Which of the following is an emotion or attitude that can create a communication barrier?
answer
Indifference
question
What is the term that describes "anything that interferes with effective communication?"
answer
Communication barrier
question
Which of the following is a method that health care workers and patients can use to overcome a vision challenge?
answer
Describe what is happening
question
As a health care worker, you have just been informed that the pulse must be counted for a full 60 seconds rather than 30 seconds, as it has been done in the past. How should you respond?.
answer
Begin using the new procedure without comment—if you have no questions
question
After entering a patient's room, what should you do first?
answer
Introduce yourself
question
Which part of patient interaction involves the health care worker entering the room calmly and formally introducing themselves to the patient?
answer
Introduction
question
Which of the following should occur at the end of a patient interaction?
answer
Feedback and follow-up
question
Which part of patient interaction involves the health care worker describing the procedure in lay terms and explaining why it is being done and what it should accomplish?
answer
Treatment
question
Which part of patient interaction involves the health care worker looking for signs that can shed light on the patient's health status?
answer
Assessment
question
Which part of patient interaction involves the health care worker letting patients know how well they performed and giving pointers about getting better results the next time?
answer
Feedback and follow-up
question
Which of the following is true of patient education?
answer
Patient questions often create patient education situations.
question
What type of note-taking method describes how a patient's treatment has changed?
answer
Narrative
question
Which of the following is true of documentation?
answer
Documentation is perhaps the most critical communication that a health care worker will create.
question
Which part of a health history includes information about the patient's lifestyle?
answer
Psychosocial history
question
Which of the following describes all parts of a patient's health history?
answer
It is confidential.
question
What is the benefit of using SOAP notes?
answer
Employees know where to look for information
question
Which type of documentation has a purpose of supporting and giving evidence of the need for the patient's continued medical care?
answer
Progress report
question
What is another term for "symptom"?
answer
Subjective observation
question
Which part of a health history includes information about the patient's reason for seeking medical help?
answer
Chief complaint
question
Which type of documentation has a purpose of assessing the patient's condition, planning for treatment, and contains the goals for recovery?
answer
Initial evaluation
question
Which type of documentation has a purpose of releasing the patient back to their regular lifestyle and giving a record of the interactivity among health care providers?
answer
Discharge report
question
Which of the following is NOT a standard of documentation that should be followed by health care workers?
answer
Record information performed or observed by another health care worker.
question
What is the best way for health care workers to elicit the greatest amount of information from patients?
answer
Ask broad questions.
question
How should subjective statements by the patient be documented?
answer
Exact words in quotation marks
question
Which of the following is a proper telephone greeting?
answer
"Health Campus Cardiology department. This is Laura."
question
Which communication technology beeps and displays either a digital text message or a telephone number that the health care worker can call?
answer
Paging system
question
Which type of telephone answering system requires a health care worker to check in either at regular intervals while the agency is closed or on the next business day?
answer
Answering machine
question
At your place of employment, while eating a snack and talking with a friend, your telephone rings. What should you do?
answer
Swallow what is in your mouth, excuse yourself to your friend and answer the phone with focus.
question
Which communication technology allows many telephone calls to be answered simultaneously and uses a recorded message to provide a series of directions?
answer
Automatic Routing Unit (ARU)
question
Which of the following is true of telephones?
answer
It is critical that you know how to use the phone in a professional manner.
question
Which communication technology often takes the place of printed interoffice communication?
answer
E-mail
question
Which communication technology copies pages similar to a photocopy machine from one location and then prints the copy at another location?
answer
Fax machine
question
What should health care workers strive for when on the phone?
answer
Clear voice with normal volume
question
Which of the following should NOT be included when taking a phone message?
answer
Message taker's telephone number
question
Which type of telephone answering system is more efficient in that the caller will be connected to an operator?
answer
Answering service
