Deck 4: Interpersonal Communication

Question 1

Which of the following is an example of an ineffective therapeutic communication?

A) Active listening
B) Giving approval
C) Empathy
D) Assertiveness
E) Being silent

Answer 1

Giving approval

Question 2

A medical assistant asks a patient if the temperature is comfortable in the examination room. This is an example of ____.

A) setting the pace
B) developing social skills
C) controlling the noise
D) creating trust
E) setting boundaries

Answer 2

controlling the noise

Question 3

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 feelings
B) a patient who is looking forward to surgery
C) verbal communication that confirms body language
D) a patient who understands the instructions given
E) a patient who is being honest about her feelings

Answer 3

body language that indicates one's true feelings

Question 4

When interacting with patients of other cultures or ethnic groups, ____.

A) never try to speak their language
B) avoid involving family members
C) assume that they have the same attitude toward healthcare as you do
D) never make value judgments
E) insist that they accept your point of view

Question 5

Verbal or nonverbal evidence that the receiver got and understood the message is ____.

A) feedback
B) body language
C) passive listening
D) active listening
E) noise

Question 6

The most effective way to assess whether you are communicating negatively is to ____.

A) ask for feedback
B) avoid looking at the patient
C) realize that communication is a perception
D) use good body language
E) read the policy manual

Question 7

A medical assistant who stands facing the patient and holds her arms at her sides while she converses with the patient is demonstrating ____.

A) assertiveness
B) passive listening
C) an anxious feeling
D) an open posture
E) aggressiveness

Question 8

What element is missing from the communication circle in the figure?

A) Feedback
B) Receiver
C) Body language
D) Interference
E) Personal space

Question 9

Interpersonal skills include ____.

A) assertiveness
B) warmth and friendliness
C) touch
D) aggressiveness
E) passive listening

Question 10

During communication, posture is described as ____.

A) straight or bent
B) direct or indirect
C) appropriate or inappropriate
D) vertical or horizontal
E) open or closed

Question 11

A medical assistant who does not intrude on a patient's personal space is ____.

A) being rude and inconsiderate
B) showing respect for the patient's feelings
C) avoiding dealing with the situation
D) feeling uncomfortable with the patient
E) unlikely to get true answers from the patient

Question 12

Body language is an example of ____.

A) verbal communication
B) interpersonal skills
C) empathy
D) nonverbal communication
E) personal space

Question 13

Body language includes facial expressions, eye contact, posture, attention to personal space, and ____.

A) respect
B) openness
C) touch
D) sensitivity
E) empathy

Question 14

It is the responsibility of the ____ to set the stage for positive communication with a patient.

A) medical assistant
B) nurse
C) physician
D) patient
E) physician assistant

Question 15

In the communication circle, what is the response to the message by the receiver called?

A) Reply
B) Exchange
C) Feedback
D) Source
E) Noise

Question 16

Which of the following is an example of positive communication?

A) Asking a patient to repeat your instructions
B) Interrupting a patient when he does not understand
C) Treating all patients the same
D) Informing patients when you cannot spend any more time with them
E) Leaving the room when a patient becomes angry

Question 17

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."

Question 18

Which of the following is an example of negative communication?

A) Speaking slowly
B) Looking directly at a patient when speaking
C) Forgetting to say thank you
D) Encouraging the patient to ask questions
E) Speaking assertively

Question 19

A person who is leaning back in his chair with his arms folded across his chest is displaying ____.

A) boredom
B) closed posture
C) personal space
D) active listening
E) relaxation

Question 20

Anything that distorts the message in any way or interferes with the communication process is called ____.

A) timing
B) body language
C) noise
D) rapport
E) passive listening

Question 21

A professional who is firm and stands up for himself or herself while still showing respect for others is ____.

A) assertive
B) genuine
C) friendly
D) aggressive
E) abrasive

Question 22

When communicating with your direct supervisor, ____.

A) avoid asking questions
B) never take the initiative to offer a suggestion
C) interrupt your supervisor each time you have a question
D) keep your supervisor informed
E) politely decline to perform tasks that are not in your job description, even if they are within your scope of practice

Question 23

The process of identifying with someone else's feeling is called ____.

A) empathy
B) pity
C) sympathy
D) openness
E) sensitivity

Question 24

Accepting others and not being biased for or against them is called ____.

A) empathy
B) assertiveness
C) listening
D) openness
E) respect

Question 25

An example of passive listening is ____.

A) responding to a comment
B) participating in an educational lecture
C) intervening in an interaction between two people
D) asking questions of the person who is speaking
E) listening to a news program on the radio

Question 26

When communicating with a patient who cannot speak or understand English, ____.

A) insist that the patient learn English
B) speak to the patient using appropriate medical terminology
C) learn and use a few phrases in the patient's native language
D) write down instructions for the patient
E) avoid using professional interpreters

Question 27

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.

Question 28

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) aggressiveness
B) blocking communication
C) assertiveness
D) false reassurance
E) self-assurance

Question 29

A common reaction of patients with acquired immunodeficiency syndrome (AIDS) and human immunodeficiency virus (HIV) is ____.

A) assertive behavior
B) guilt
C) acceptance of their disease
D) friendliness
E) indifference

Question 30

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.

Question 31

When communicating with a mentally or emotionally disturbed patient, the medical assistant should ____.

A) remain calm if the patient becomes agitated or confused
B) avoid asking the patient to repeat what he said
C) speak in a loud voice
D) use a quiet voice in a secluded area
E) mirror the patient's reactions to show that you understand

Question 32

The medical assistant's goal for working with angry patients is to ____.

A) confront them with their inappropriate behavior
B) tell them the consequences of their angry behavior
C) avoid allowing them to discuss their anger
D) help them refocus emotional energy toward solving the problem
E) get them out of the office as quickly as possible

Question 33

The "white-coat syndrome" describes a(n) ____ patient.

A) confused
B) angry
C) ambivalent
D) relaxed
E) anxious

Question 34

How much personal space do people typically use in a personal conversation?

A) No special distance
B) 1 to 4 ft.
C) 5 to 7 ft.
D) 8 to 10 ft.
E) 10 to 12 ft.

Question 35

An example of active listening is ____.

A) sitting in a lecture presentation
B) observing two children fighting
C) interviewing a patient
D) watching a television program
E) attending a live jazz performance

Question 36

One way to improve your listening skills is to ____.

A) avoid giving feedback
B) respond immediately when spoken to
C) think before you respond
D) display concern by eliminating personal space
E) practice passive listening

Question 37

Signs of anxiety include ____.

A) passiveness and drowsiness
B) increased blood pressure and sweaty palms
C) quietness and relaxed appearance
D) decrease in pulse and breathing
E) calm attitude and cheerful smile

Question 38

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 inferior
B) Avoid trying to understand their culture
C) Strive to understand and be tolerant of them
D) Get someone from a similar culture to care for the patient
E) Teach the patient acceptable behaviors in your culture

Question 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 member
B) tell the family member that it is inappropriate for them to accompany the patient
C) ask the patient if the family member should accompany him or her to the examination room
D) insist that the family member leave the office
E) ask the family member if he or she wants to accompany the patient to the examination room

Question 40

A medical assistant shows ____ when she acknowledges a patient's wishes without passing judgment.

A) respect
B) genuineness
C) reassurance
D) sympathy
E) rapport

Question 41

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.

Question 42

Successful people who are comfortable with themselves have usually reached which level of Maslow's hierarchy?

A) Deficiency needs
B) Physiological needs
C) Safety needs
D) Love/belonging needs
E) Self-actualization

Question 43

Sam, a coworker, has been making personal comments to you that make you feel uncomfortable. At first, he just made an occasional remark about how nice you look, but recently, the remarks and the personal nature of the remarks have increased. What action should you take?

A) Ignore Sam's comments, because acknowledging them will "add fuel to the fire"
B) Request to work a different shift to avoid Sam altogether
C) Be assertive but diplomatic with Sam and tell him his comments are inappropriate.
D) Request a transfer to another office
E) Ask Sam to request a transfer to another office

Question 44

Caroline and Nichole work together in the busy reception area of an outpatient clinic. It seems to Caroline that Nichole is constantly complaining about something. The patients are rude, the doctors are cranky, the clinic's medical assistant is arrogant....Nichole seems to find something negative to say about everyone. One day in the break room, Nichole says to Caroline, "I don't know how Dr. Noya keeps his job. Do you know what he did yesterday?" Which of the following would be Caroline's best response?

A) "No, tell me-what happened?"
B) "I think the clinic is getting ready to fire him."
C) "No. By the way, did you see that PBS special last night on healthcare?"
D) "Many of the patients refuse to be seen by Dr. Noya."
E) "Yes, I heard. I can't believe all the mistakes he has made."

Question 45

Mrs. Underwood is in your office for a follow-up on injuries she received in an automobile accident in which her husband was killed. She is visibly upset and sits on the edge of the examination table, crying quietly. You need to find out how her physical wounds are healing and how much pain she is in. Which of the following statements would be your best choice for opening the conversation?

A) "Is there something you'd like to talk about?"
B) "Don't worry, Mrs. Underwood, everything will be okay."
C) "Mrs. Underwood, I need you to stop crying now so the doctor can examine you."
D) "Please tell me how the accident occurred."
E) "Now, Mrs. Underwood, it can't be that bad."

Question 46

The ________ needs are those that must be satisfied before a person can act unselfishly.

Question 47

"Women are bad at math" and "Men don't know how to communicate" are examples of ____.

A) realizing one's own limitations
B) being tolerant of each other's handicaps
C) recognizing the need to have someone else perform a service
D) passing judgment and stereotyping
E) icebreakers to help relax a patient

Question 48

Positive communication with coworkers can help you develop a harmonious, positive relationship with your coworkers. This relationship is also known as ____.

A) feedback
B) empathy
C) personal space
D) rapport
E) homeostasis

Question 49

When these needs are not met, the person may become ill.

A) Safety needs
B) Belonging needs
C) Esteem needs
D) Physiological needs
E) Love needs

Question 50

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.

Question 51

Skills involved in communication are ________skills, interpersonal skills, and assertiveness skills.

Question 52

Which of the following is not an example of external customer service in the physician's office?

A) Explaining procedures to patients
B) Expediting insurance referral requests
C) Responding to telephone messages
D) Creating a warm and caring environment
E) Assisting a coworker who is having a bad day

Question 53

Tips for reducing noise caused by stress include ____.

A) eating a diet high in sugar, fat, and caffeine
B) realizing that sometimes there are no choices
C) taking a walk to stretch your legs and get some fresh air
D) taking on another responsibility to keep busy
E) calling in sick until you feel less stressed

Question 54

The ability to communicate with patients in terms that they understand so that they feel at ease and comfortable with what you are saying is called ________communication.

Question 55

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 weak
B) different cultural beliefs
C) that one patient is taking the prescribed medication and the other is not
D) an underlying psychological problem
E) that one patient is looking for sympathy

Question 56

Another term for body language is ________communication.

Question 57

____ is counterproductive to the efficiency of an office.

A) Asking questions
B) Mutual trust
C) Cohesiveness
D) Teamwork
E) Conflict

Question 58

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 coworker
B) go to the supervisor and explain the situation
C) seek advice from another coworker
D) ask for a job reassignment if possible
E) confront the coworker when patients are present

Question 59

Which of the following behaviors helps prevent conflict and improve communication among coworkers?

A) Draw a conclusion instead of asking for clarification
B) Support a coworker's feelings even if they are negative
C) Leave a coworker alone if he or she is having a bad day
D) Avoid participating in gossip
E) Criticize your supervisor only when she is not present

Question 60

The most important part of communication with patients and their families is customer ________.

Question 61

"Where would you like to begin?" is an example of giving a broad ________.

Question 62

In Maslow's hierarchy, the most basic needs are the ________ needs.

Question 63

Devaluing the patient's feelings and giving false hope is the ineffective communication style known as ________.

Question 64

A person who tries to impose his or her position on others or tries to manipulate them is said to be ________.

Question 65

Using ________ as a communication technique gives the patient time to think.

Question 66

A patient's ________ background has an effect on his or her attitudes toward health and illness.

Question 67

Stating the patient's name when you greet her is giving ________.

Question 68

In interactions with ________, you should use the same skills and qualities you use to communicate with patients.

Question 69

In Maslow's hierarchy, the ________ needs include consistency, security, and shelter.

Question 70

You should avoid ________ the patient by telling him what you think should be done.

Question 71

Misunderstandings or breakdowns in the lines of communication can result in ________ in the workplace.

Question 72

You are making a(n) ________ when you tell the patient how he or she appears to you. ("You appear tense.")

Question 73

When you use meaningless clichés in an automatic and mechanical way, you are making _________comments.

Question 74

Humans have a great need to belong to groups, according to Maslow's belonging or _________ needs.

Question 75

Indicating that you heard the patient and follow the train of thought is the communication technique of ________.

Question 76

According to Maslow's hierarchy of human needs, the ________ needs are met by attention and recognition from others.

Question 77

Being firm and standing by one's principles is also known as being ________.

Question 78

Patients often develop ________ mechanisms, or unconscious efforts to protect themselves from anxiety, guilt, and shame.

Question 79

You have reached ________ when you find self-fulfillment and realize your own potential.

Question 80

A comment such as "And then..." is an example of offering general ________.