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Therapeutic Communication QuizTaken from Booth McGraw Hill Medical AssistingWhat element is missing from the communication circle in the figure? ?A.? Feedback B.? Receiver C.? Body language D.? Interference E.? Personal space The source sends the message to a receiver; the receiver is missing in this figure. ?2.?In the communication circle, what is the response to the message by the receiver called??A.?ReplyB.?ExchangeC.?FeedbackD.?SourceE.?NoiseAfter receiving the message from the source, the receiver sends feedback to the source.3.?Verbal or nonverbal evidence that the receiver got and understood the message is ____.?A.?feedbackB.?body languageC.?passive listeningD.?active listeningE.?noiseVerbal or nonverbal evidence that the receiver received and understood the message is feedback.?4.?A medical assistant asks a patient if the temperature is comfortable in the examination room. This is an example of ____.?A.?setting the paceB.?developing social skillsC.?controlling the noiseD.?creating trustE.?setting boundariesNoise is anything that changes the message in any way or interferes with the communication process. If the patient is too warm or too cold, communication may be inhibited.5.?Interpersonal skills include ____.?A.?assertivenessB.?warmth and friendlinessC.?touchD.?aggressivenessE.?passive listeningA friendly but professional approach, a pleasant greeting, and a smile are interpersonal skills that help a patient feel relaxed.6.?Body language is an example of ____.?A.?verbal communicationB.?interpersonal skillsC.?empathyD.?nonverbal communicationE.?personal spaceBody language is an example of nonverbal communication.7.?Anything that distorts the message in any way or interferes with the communication process is called ____.?A.?timingB.?body languageC.?noiseD.?rapportE.?passive listeningNoise is anything that distorts the message in any way or interferes with the communication process.?8.?It is the responsibility of the ____ to set the stage for positive communication with a patient.?A.?medical assistantB.?nurseC.?physicianD.?patientE.?physician assistantIn the medical office, it is the medical assistant's responsibility to set the stage for positive communication.9.?In which of the following examples does the medical assistant demonstrate positive communication??A.?"I'm sorry you are on the lunch hour, because you may have to wait to see the doctor."B.?"This injection is going to hurt."C.?"I've answered all the questions I have time to answer."D.?"I can't answer that question."E.?"This paperwork won't take long at all."Positive communication involves including some positive aspect, even when delivering bad news.10.?The most effective way to assess whether you are communicating negatively is to ____.?A.?ask for feedbackB.?avoid looking at the patientC.?realize that communication is a perceptionD.?use good body languageE.?read the policy manualOne of the most effective ways to assess whether your communication style has a negative impact on others is to ask for feedback.11.?Which of the following is an example of positive communication??A.?Asking a patient to repeat your instructionsB.?Interrupting a patient when he does not understandC.?Treating all patients the sameD.?Informing patients when you cannot spend any more time with themE.?Leaving the room when a patient becomes angryOne example of positive communication is asking patients to repeat your instructions to make sure they understand.?12.?Which of the following is an example of an ineffective therapeutic communication??A.?Active listeningB.?Giving approvalC.?EmpathyD.?AssertivenessE.?Being silentGiving approval may lead the patient to strive for praise rather than progress.?13.?Body language includes facial expressions, eye contact, posture, attention to personal space, and ____.?A.?respectB.?opennessC.?touchD.?sensitivityE.?empathyBody language includes facial expressions, eye contact, posture, touch, and attention to personal space.14.?When interacting with patients of other cultures or ethnic groups, ____.?A.?never try to speak their languageB.?avoid involving family membersC.?assume that they have the same attitude toward healthcare as you doD.?never make value judgmentsE.?insist that they accept your point of viewNever allow yourself to make value judgments or to stereotype a patient, culture, or ethnic group.15.?Which of the following is an example of negative communication??A.?Speaking slowlyB.?Looking directly at a patient when speakingC.?Forgetting to say thank youD.?Encouraging the patient to ask questionsE.?Speaking assertivelyForgetting common courtesies, such as saying please and thank you, is a form of negative communication.?16.?During communication, posture is described as ____.?A.?straight or bentB.?direct or indirectC.?appropriate or inappropriateD.?vertical or horizontalE.?open or closedDuring communication, posture can usually be described as open (receptive or friendly) or closed (unreceptive, anger).17.?A person who is leaning back in his chair with his arms folded across his chest is displaying ____.?A.?boredomB.?closed postureC.?personal spaceD.?active listeningE.?relaxationLeaning back in a chair or away from a person and folding your arms across your chest is a closed posture that may convey to patients that you are not totally receptive to what they are saying.?18.?When the physician explains that Cherise needs surgery, she says, "I'm okay with that." She is sitting with her arms folded across her chest and is avoiding eye contact with the physician. When the physician asks if she is sure, Cherise says, "Yeah, yeah, it's okay," but she is frowning. This is an example of ____.?A.?body language that indicates one's true feelingsB.?a patient who is looking forward to surgeryC.?verbal communication that confirms body languageD.?a patient who understands the instructions givenE.?a patient who is being honest about her feelingsCherise says she's okay with having surgery, but her closed posture, avoidance of eye contact, and facial expression imply that she may not mean what she says.?19.?A medical assistant who stands facing the patient and holds her arms at her sides while she converses with the patient is demonstrating ____.?A.?assertivenessB.?passive listeningC.?an anxious feelingD.?an open postureE.?aggressivenessIn an open posture, your arms lie comfortably at your sides or in your lap as you face the other person.?20.?A medical assistant who does not intrude on a patient's personal space is ____.?A.?being rude and inconsiderateB.?showing respect for the patient's feelingsC.?avoiding dealing with the situationD.?feeling uncomfortable with the patientE.?unlikely to get true answers from the patientBy not intruding on a patient's personal space, the medical assistant shows respect for the patient's feelings of privacy.21.?How much personal space do people require in most social situations??A.?1 to 2 ft.B.?3 to 6 ft.C.?4 to 12 ft.D.?6 to 15 ft.E.?10 to 20 ft.In most social situations, it is common for people to stand 4 to 12 feet away from each other.22.?How much personal space do people typically use in a personal conversation??A.?No special distanceB.?1 to 4 ft.C.?5 to 7 ft.D.?8 to 10 ft.E.?10 to 12 ft.For personal conversation, people typically stand between 1 to 4 feet from each other.23.?Which of the following indicates that a medical assistant may be invading a patient's personal space??A.?The patient leans forward toward the medical assistant.B.?The patient turns his head away from the medical assistant.C.?The patient steps closer to the medical assistant.D.?The patient looks directly at the medical assistant.E.?The patient smiles and makes a pleasant comment.When a patient leans back when you lean forward or turns his head away, it may be an indication that you are invading his personal space.?24.?An example of passive listening is ____.?A.?responding to a commentB.?participating in an educational lectureC.?intervening in an interaction between two peopleD.?asking questions of the person who is speakingE.?listening to a news program on the radioIn passive listening, you do not interact with the source of the message.?25.?One way to improve your listening skills is to ____.?A.?avoid giving feedbackB.?respond immediately when spoken toC.?think before you respondD.?display concern by eliminating personal spaceE.?practice passive listeningThinking about what you have heard before you respond not only helps you understand what has been said, but also allows you to give a more thoughtful and appropriate answer.26.?The process of identifying with someone else's feeling is called ____.?A.?empathyB.?pityC.?sympathyD.?opennessE.?sensitivityEmpathy is the process of identifying with someone else's feelings.?27.?An example of active listening is ____.?A.?sitting in a lecture presentationB.?observing two children fightingC.?interviewing a patientD.?watching a television programE.?attending a live jazz performanceActive listening involves two-way communication.?28.?Accepting others and not being biased for or against them is called ____.?A.?empathyB.?assertivenessC.?listeningD.?opennessE.?respectOpenness means being willing to listen to and consider others' viewpoints and concerns, without being biased for or against them.?29.?A medical assistant shows ____ when she acknowledges a patient's wishes without passing judgment.?A.?respectB.?genuinenessC.?reassuranceD.?sympathyE.?rapportShowing respect can mean acknowledging a patient's wishes or choices without passing judgment.30.?A professional who is firm and stands up for himself or herself while still showing respect for others is ____.?A.?assertiveB.?genuineC.?friendlyD.?aggressiveE.?abrasiveBeing assertive means being firm and standing by your principles while still showing respect for others and their opinions.31.?A medical assistant sees a patient looking uneasy and responds, "You look concerned. How can I help you feel more comfortable?" This is an example of ____.?A.?aggressivenessB.?blocking communicationC.?assertivenessD.?false reassuranceE.?self-assuranceAssertiveness includes trusting your instincts and acting on them.32.?The "white-coat syndrome" describes a(n) ____ patient.?A.?confusedB.?angryC.?ambivalentD.?relaxedE.?anxious"White-coat syndrome" refers to the anxiety patients feel in a doctor's office or other healthcare setting.33.?Signs of anxiety include ____.?A.?passiveness and drowsinessB.?increased blood pressure and sweaty palmsC.?quietness and relaxed appearanceD.?decrease in pulse and breathingE.?calm attitude and cheerful smileSigns of anxiety include a tense appearance, increased blood pressure, increased rates of breathing and pulse, sweaty palms, reported problems with sleep or appetite, irritability, and agitation.?34.?The medical assistant's goal for working with angry patients is to ____.?A.?confront them with their inappropriate behaviorB.?tell them the consequences of their angry behaviorC.?avoid allowing them to discuss their angerD.?help them refocus emotional energy toward solving the problemE.?get them out of the office as quickly as possibleThe goal with angry patients is to help them refocus their emotional energy toward solving the problem.?35.?What should the healthcare professional do when faced with patients from cultures with different behaviors, traditions, and values than his or her own??A.?Recognize that other cultures are inferiorB.?Avoid trying to understand their cultureC.?Strive to understand and be tolerant of themD.?Get someone from a similar culture to care for the patientE.?Teach the patient acceptable behaviors in your cultureRather than viewing differences as communication barriers, be tolerant and strive to understand them.?36.?When communicating with a mentally or emotionally disturbed patient, the medical assistant should ____.?A.?remain calm if the patient becomes agitated or confusedB.?avoid asking the patient to repeat what he saidC.?speak in a loud voiceD.?use a quiet voice in a secluded areaE.?mirror the patient's reactions to show that you understandIt is important to remain calm if the patient becomes agitated or confused. If the patient perceives that you are uncomfortable or agitated, it will increase the patient's anxiety level.37.?A common reaction of patients with acquired immunodeficiency syndrome (AIDS) and human immunodeficiency virus (HIV) is ____.?A.?assertive behaviorB.?guiltC.?acceptance of their diseaseD.?friendlinessE.?indifferencePatients who have AIDS or HIV often feel guilty, angry, and depressed.?38.?When communicating with your direct supervisor, ____.?A.?avoid asking questionsB.?never take the initiative to offer a suggestionC.?interrupt your supervisor each time you have a questionD.?keep your supervisor informedE.?politely decline to perform tasks that are not in your job description, even if they are within your scope of practiceKeep your supervisor informed about issues that occur, such as a copier not working properly or multiple complaints about the exam rooms.39.?The most appropriate way to deal with a family member who accompanies a patient to an appointment is to ____.?A.?refuse to talk to the family memberB.?tell the family member that it is inappropriate for them to accompany the patientC.?ask the patient if the family member should accompany him or her to the examination roomD.?insist that the family member leave the officeE.?ask the family member if he or she wants to accompany the patient to the examination roomFamily members can provide important emotional support to the patient, but you should always ask patients if they want a family member or friend to accompany them. Do not just assume their preference.?40.?When communicating with a patient who cannot speak or understand English, ____.?A.?insist that the patient learn EnglishB.?speak to the patient using appropriate medical terminologyC.?learn and use a few phrases in the patient's native languageD.?write down instructions for the patientE.?avoid using professional interpretersLearning a few phrases in the patient's native language conveys respect and demonstrates your willingness to learn about the patient's culture.41.?One patient expresses pain very emotionally, and another patient refuses to admit she has any pain. This may illustrate ____.?A.?that one patient is strong and the other is weakB.?different cultural beliefsC.?that one patient is taking the prescribed medication and the other is notD.?an underlying psychological problemE.?that one patient is looking for sympathyCultures differ in the way they perceive and report symptoms. Some express pain emotionally because they believe that suppressing pain is harmful, while others may believe that acknowledging pain is a sign of weakness.?42.?The best way to deal with a coworker you are having trouble getting along with is to ____.?A.?try to work it out with the coworkerB.?go to the supervisor and explain the situationC.?seek advice from another coworkerD.?ask for a job reassignment if possibleE.?confront the coworker when patients are presentThe first thing you should do is try to work it out with your coworker. Do not go over her head; she may wish to correct the problem without involving her supervisor.43.?____ is counterproductive to the efficiency of an office.?A.?Asking questionsB.?Mutual trustC.?CohesivenessD.?TeamworkE.?ConflictConflict is counterproductive to the efficiency of an office.44.?Which of the following behaviors helps prevent conflict and improve communication among coworkers??A.?Draw a conclusion instead of asking for clarificationB.?Support a coworker's feelings even if they are negativeC.?Leave a coworker alone if he or she is having a bad dayD.?Avoid participating in gossipE.?Criticize your supervisor only when she is not presentGossip is not a professional behavior. You should act professionally at all times while you are on the job.?45.?The best way to deal with a coworker who is having a bad day is to ____.?A.?stay out of the coworker's way.B.?offer to pitch in and help.C.?avoid asking the coworker what is wrong.D.?interact only as necessary with the coworker.E.?report your coworker's bad attitude to your supervisor.Try to be supportive of your coworkers. If a coworker is having a bad day, offer to help, or to run out and get her lunch if she is too busy to go out.46.?"Women are bad at math" and "Men don't know how to communicate" are examples of ____.?A.?realizing one's own limitationsB.?being tolerant of each other's handicapsC.?recognizing the need to have someone else perform a serviceD.?passing judgment and stereotypingE.?icebreakers to help relax a patientSweeping generalizations like these are a form of stereotyping and passing judgment. Show respect for coworkers and try to be tolerant and nonjudgmental.47.?Magda receives a memo from her supervisor explaining that starting next month, the clinic will be open on Saturday mornings and will remain open until 7 PM on Tuesdays and Thursdays. The attached work schedule shows that Magda is scheduled to work from 11 AM to 7 PM on Thursdays. However, Magda has a class on Tuesday and Thursday nights. What should Magda do??A.?Display an attitude of acceptance, even though it will mean missing half of her classes.B.?Express her anger to a coworker.C.?Ask several coworkers to see what they think about the schedule changes.D.?Write a memo to her supervisor refusing to work the new hours.E.?Discuss her concerns with her supervisor.Magda's supervisor probably does not know about Magda's class. If Magda explains her concern, the supervisor may be able to make changes in the schedule to accommodate Magda's class schedule.48.?Tips for reducing noise caused by stress include ____.?A.?eating a diet high in sugar, fat, and caffeineB.?realizing that sometimes there are no choicesC.?taking a walk to stretch your legs and get some fresh airD.?taking on another responsibility to keep busyE.?calling in sick until you feel less stressedIf you are feeling stressed, try to take a "breather" between patients or a break from desk work—take a short walk, get some fresh air, and stretch your legs.49.?Successful people who are comfortable with themselves have usually reached which level of Maslow's hierarchy??A.?Deficiency needsB.?Physiological needsC.?Safety needsD.?Love/belonging needsE.?Self-actualizationSelf-actualized people are generally comfortable with who they are and know their strengths and weaknesses.50.?When these needs are not met, the person may become ill.?A.?Safety needsB.?Belonging needsC.?Esteem needsD.?Physiological needsE.?Love needsWhen physiological needs such as air, water, food, sleep, and sex are not satisfied, people may become ill or experience pain, irritation, nor discomfort. ................
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