Deck 4: Therapeutic Communications

Question 1

Which of the following involves repeating the main idea of the conversation while also identifying the sender's feelings?

A) Restatement
B) Reflection
C) Clarification
D) Listening

Answer 1

Reflection

Question 2

The needs we have as humans, at the most basic level, include

A) esteem and recognition.
B) love.
C) safety.
D) food and shelter.

Answer 2

food and shelter.

Question 3

Which aspect of our communication is most likely to convey our true feelings and beliefs?

A) Nonverbal communication
B) Verbal communication
C) The way we verbalize a phrase or word
D) Spoken words only

Answer 3

Nonverbal communication

Question 4

"Don't worry, I'm sure everything will be fine" is an example of

A) giving advice.
B) providing unwarranted assurance.
C) reflective response.
D) talking too much.

Question 5

Verbal expressions or body language, such as a nod of understanding, are called

A) internal noise.
B) external noise.
C) channels.
D) feedback.

Question 6

In Maslow's hierarchy of needs, the fourth level relates to which of the following?

A) Social needs for love
B) Self-actualization
C) Safety
D) Self-esteem
E) Physical well-being

Question 7

The principal message you will give an American patient if you avoid eye contact while communicating is that you

A) are angry.
B) are in a hurry.
C) do not understand what the patient is saying.
D) are not telling the truth.

Question 8

What is the first step in avoiding prejudice when dealing with individuals?

A) Do not judge people by their appearance or lifestyle.
B) Do not react negatively toward others.
C) Treat all people with equal respect.
D) Honestly examine and evaluate your own personal prejudices.

Question 9

In the linear communication model, which of the following encodes the message?

A) Sender
B) Receiver
C) Feedback
D) None of the above

Question 10

Our verbal actions are learned behaviors that are greatly influenced by our family and cultural backgrounds. The body naturally expresses our true feelings; in fact, experts say that more than 80% of communication is nonverbal.

A) Both statements are true.
B) Both statements are false.
C) The first statement is true; the second is false.
D) The first statement is false; the second is true.

Question 11

The principal reason for requesting feedback when communicating with patients is to determine whether they

A) have a vision problem.
B) are cooperative.
C) understand what is being said.
D) are mentally alert.

Question 12

The stage in Maslow's hierarchy of needs in which we maximize our potential is

A) self-actualization.
B) esteem and recognition.
C) love and belonging.
D) safety and security.

Question 13

Which of the following strategies could be used to help school-aged children gain a sense of control during the health visit?

A) Give them the opportunity to make certain decisions about treatment
B) Respect their privacy
C) Keep them informed in a language they can understand
D) Encourage them to ask questions
E) All of the above

Question 14

A standard mental picture that is held in common by members of a group and that represents an oversimplified opinion, prejudiced attitude, or uncritical judgment is called

A) language.
B) perception.
C) a stereotype.
D) a multicultural issue.

Question 15

Even when two people are speaking at the same time, various channels of communication are used, such as

A) words.
B) body language.
C) facial expressions.
D) All of the above

Question 16

Which is not likely to be one of the factors that influence the first impression we make on others?

A) What we say
B) What we do
C) What we think
D) How we look

Question 17

Which statement is false with regard to the interpretation of gestures and body language that you may encounter among the patients in a medical setting?

A) They are less significant than verbal communication.
B) They vary widely in meaning.
C) Knowledge of them will influence patient relations.
D) They may require special accommodations.

Question 18

Which of the following is true about most patients?

A) They do not want to follow the physician's instructions.
B) They have unrealistic expectations for their recovery.
C) They have no medical background and need to have medical terms explained.
D) They understand all the medical terms used in the physician's office.

Question 19

Which of the following is an example of an open-ended question?

A) What is the name of your insurance carrier?
B) What is your date of birth?
C) How have you been getting along?
D) What pharmacy do you prefer?

Question 20

Which of the following is not the role of the medical assistant in communicating with patients?

A) Advising
B) Listening
C) Observing
D) Responding

Question 21

Which of the following can be overcome with facts about the source of social bias?

A) Prejudice
B) Stereotyping
C) Highly abrasive patients
D) Both A and B
E) All of the above

Question 22

The perception of the receiver in communication is important.

Question 23

Some stereotypes are unavoidable.

Question 24

The __________ formed in the early moments of meeting someone remain in our thoughts long after the first words are spoken.

Question 25

It is always helpful to have a(n) ____________ staff member to communicate with patients who speak another language.

Question 26

When a message is ___________, it is converted into intelligible form.

Question 27

Being in agreement or harmony or conforming to the circumstances or requirements of a situation is said to be ____________.

Question 28

____________ communications are usually most accurate.

Question 29

Calming patients' fears and concerns is a part of the medical assistant's job description.

Question 30

Which of the following is the most common communication error in patient care?

A) Providing unwarranted assurance
B) Giving advice
C) Using medical terminology
D) Using leading questions
E) Talking too much

Question 31

Paraphrasing is listening to what the sender is communicating, analyzing the words, and then restating them to confirm that the receiver has understood the message as the sender intended it.

Question 32

In which of the following situations is it important to use more descriptive language when communicating?

A) Patient with diminished hearing
B) Patient with a visual disturbance
C) Non-English-speaking patient
D) Adolescent patients

Question 33

Obtaining ___________ from patients helps medical assistants understand and better interpret patients' medical problems, so that they can be accurately conveyed to the physician.

Question 34

The second level of Maslow's "hierarchy of needs" deals with self-esteem.

Question 35

Active listening is the skill of _____________ and clarifying what the speaker has said.

Question 36

When educating the patient, the medical assistant should have a professional ____________ of concern and helpfulness.

Question 37

An innovative approach to plan, deliver, and evaluate healthcare that is grounded in mutually beneficial partnerships among healthcare providers, patients, and families is called _____________________.

Question 38

Patients from other countries and cultures may need extra time to understand what is being said to them.

Question 39

Which of the following can be a channel in linear communication?

A) Spoken word
B) Written message
C) Body language
D) E-mail message
E) All of the above