Deck 2: Communication

Question 1

There are many reasons why doulas should be concerned with professional ethics. Which of the following is the most critical purpose of applied professional ethics?

A)It fosters professional identity.
B)It protects consumers and care providers.
C)It maintains internal regulation and avoids external regulation.
D)It signals professional maturity.

Answer 1

It maintains internal regulation and avoids external regulation.

Question 2

Keeping an open mind is an essential part of active listening and helps clients feel:

A)Ignored
B)Validated
C)Violated
D)Uncomfortable

Answer 2

Validated

Question 3

While listening to someone speak:

A)It's important to think of how you will respond.
B)You should be judging what they are saying.
C)You should be attentive and wait until they are finished before you formulate a response.
D)It doesn't matter if you're multi-tasking or doing something else.

Answer 3

You should be attentive and wait until they are finished before you formulate a response.

Question 4

_______________ is the art of being able to not only understand, but also to feel, another's emotions in the situation being discussed. _______________ is the ability to have compassion without necessarily having experienced feeling the same emotion in a given situation.

A)Empathy / Sympathy
B)Compassion / Understanding
C)Sympathy / Empathy
D)Validation / Concern

Question 5

Ways to show you are interested in what your client has to say include all of the following EXCEPT:

A)Nodding
B)Making eye contact
C)Completing paperwork while the client is speaking
D)Leaning toward the speaker

Question 6

Communication is an exchange of ideas between people. One person - the speaker - sends a message, while the others - the listeners - receive and perceive that message. How the listener understands a message may be different than what the speaker intended, and can easily be affected by all of the following except:

A)Body language
B)Clothing
C)Vocabulary
D)Cultural beliefs

Question 7

Reflective listening includes saying back to the client what they just said to you to be sure you are in agreement and includes feelings as well as facts. This communication style:

A)Makes the speaker think you weren't listening.
B)Must follow a specific structure.
C)Is unnatural.
D)Allows for agreement or clarification.

Question 8

One way your client knows whether you are listening or not is by noticing your:

A)Clothing
B)Body language
C)Hairstyle
D)Voice

Question 9

Personal assumptions, judgments, and beliefs can __________ what we hear.

A)Enhance
B)Not interfere with
C)Bias
D)Facilitate

Question 10

Active listening is a model for ____________, which is why a doula's personal judgments should be left out of the conversation.

A)Embarrassment
B)Respect and understanding
C)Finding the truth
D)Gauging the speaker's knowledge of subject

Question 11

Rehearsing, or thinking about what you are going to say next, can cause you to:

A)Think of a great response.
B)Lose your train of thought.
C)Not sound like a fool.
D)Never completely hear what the other person is saying.

Question 12

Types of body language that signal to a client you are listening include all of the following EXCEPT:

A)Eye contact
B)Crossed arms
C)Moving close to the speaker
D)Nodding your head

Question 13

Paraphrasing is a component of active listening that helps to clarify communication. When paraphrasing, be cautious not to _______________________, but rather to _________________________.

A)Use the speakers exact words / judge what was said
B)Seem like you're being bossy / let the client think you're open-minded
C)Make eye contact / look away so as not to make the speaker feel anxious
D)"Parrot" word for word what was said / use your own words in an open-ended question or statement

Question 14

When a client's tone of voice and body language say one thing, but her words say another, the best way a doula can achieve understanding is to:

A)Judge the client using her own morals
B)Reflect feelings
C)Commiserate
D)Ignore it

Question 15

Asking open-ended questions when conversing with a client does all of the following EXCEPT:

A)Shows you are interested in what she is saying
B)Makes her think you weren't listening at all
C)Encourages exploration of thoughts and feelings
D)Aids her in clarifying problems and solutions for herself

Question 16

Ways to convey empathy non-verbally include all of the following EXCEPT:

A)Facial expression
B)Touch
C)Looking away
D)Silence or pauses in conversation

Question 17

When responding to a client using reflective listening, you can choose an additive, interchangeable, or subtractive response. The one that enhances communication the most is:

A)Additive
B)Subtractive
C)Interchangeable
D)The most like the client's original tone

Question 18

Researchers say that people remember on average 10%-25% of what they hear. More important than "hearing" is __________, which aids in information retention.

A)Seeing
B)Listening
C)Talking
D)Multi-tasking

Question 19

For most people, good communication skills:

A)Don't really matter
B)Are easy to achieve
C)Should come naturally
D)Take practice

Question 20

Your client says, "I am so tired all the time and my partner does nothing around the house. We both work full-time, and I'm pregnant. But I still do all the cooking, cleaning, laundry. How will we ever add a baby to this marriage?" Your BEST response is:

A)"I understand why you're upset, but it will all work out once the baby's here."
B)"It's only going to get worse once the baby's born."
C)"You sound frustrated and need more help from your partner. What would you like most for him to do?"
D)"Your partner sounds like a real jerk!"

Question 21

Your client is in her 9th month of pregnancy, and says, "I think I want to change doctors." Your BEST response is:

A)"It's too late for that."
B)"Why would you make such a rash decision?"
C)"You sound worried that this doctor is not meeting your needs. Tell me more about why you think you need to change."
D)"I'm surprised. Most women like him."

Question 22

While discussing writing a birth plan, your client says, "I think I'll probably just end up having an epidural." Your BEST response is:

A)"That's crazy."
B)"The epidural rate at that hospital is high, so you likely will have one."
C)"Why do you have a doula, then?"
D)"You want to keep your options open. Tell me more about why you think an epidural is for you."

Question 23

While half of communication is active listening, the other half is speaking and expressing thoughts, ideas, facts, and feelings. In order to be an effective speaker, the doula should do all of the following EXCEPT:

A)Judge what the speaker has said based on the doula's own personal belief system.
B)Use "I" statements when sharing opinions and beliefs.
C)Be comfortable using explicit language.
D)Be conscious of avoiding euphemisms, gender bias, and other forms of discriminatory language.

Question 24

In order to best support clients as they move through pregnancy and birth, the doula needs to make the distinction between offering information and giving advice. Which communication strategy empowers the mother to make decisions that are best for her own family?

A)Giving advice
B)Criticizing her choices
C)Using feeling words
D)Providing information

Question 25

You are supporting a mother in early labor. She has been having mild contractions throughout the evening, and is saying how much they hurt. Your response includes all of the following EXCEPT:

A)Validation of her feelings
B)Giving her choices for comfort measures she hasn't yet tried
C)Reminding her that the contractions are going to get harder
D)Asking her to describe how they hurt

Question 26

In order to foster effective communication with clients, the doula needs to examine her own values and biases. By doing so, the doula can do all of the following EXCEPT:

A)Define her own personal boundaries and morals
B)Learn to impose her belief system on others
C)Determine if there are any situations which she cannot support ethically
D)Become more comfortable with diversity and multiculturalism

Question 27

During a prenatal consultation, your client says, "My doctor has said he will use episiotomy at his discretion, but I don't want him to cut me." Your BEST response is:

A)"Episiotomy is not necessary."
B)"I can help you outline the pros and cons of episiotomy."
C)"Most women just go along with what their doctors say."
D)"I can understand your hesitation. How might you improve dialogue with your care provider?"

Question 28

In labor, your client is experiencing self-doubt and says, "Why did I ever think I could have a natural birth?" Your BEST response is:

A)"I'm doing my best to help you."
B)"It sounds like labor is harder than you thought. Let's see if we can find a way to make you more comfortable."
C)"Well, that IS why you hired a doula."
D)"Wow - you're really in pain. Do you want me to see if you can have pain medication?"

Question 29

When you visit a client in the hospital after the birth, she says, "My partner didn't want me to have a natural birth. But today, he can't stop raving about how strong I was." Your BEST response is:

A)"That must make you feel great! Your relationship is stronger now, and you can enjoy your baby together."
B)"He was such a doubter."
C)"Didn't he think I could help?"
D)"I bet it's fun to prove him wrong."

Question 30

In a postpartum visit, your client says, "This baby never sleeps. I'm already ready to tear my hair out!" Your best response is:

A)"You should just let the nurses care for the baby overnight."
B)"You sound exhausted. Many moms have found napping when the baby naps gives them added energy."
C)"Sleep deprivation is just part of parenting."
D)"I bet that's frustrating."

Question 31

Your client says, "I'm worried about what kind of mother I will be. My mother was very young when I was born, and it always seemed like I was a burden to her." Your BEST response is:

A)"You can't change the past."
B)"Even now, it hurts to remember."
C)"It still hurts to look back on it, and you are worried about how your mothering will be affected by your upbringing."
D)"I'm sure she did her best."

Question 32

When working on a birth plan with your client, she says, "My partner just doesn't want to listen to any of my suggestions about this birth. He doesn't think I need a birth plan." Your BEST response is:

A)"You're disappointed that your partner doesn't want to take an active role in birth planning - it makes you wonder what will happen when you do go into labor."
B)"Every woman should write a birth plan."
C)"How does he intend to support you during labor, then? Thank goodness you hired me!"
D)"It hurts that he's so unsupportive."

Question 33

During the active part of labor, your client says, "I hate that nurse. Don't let her come in here again." Your BEST response is:

A)"She is rather bossy."
B)"You just have to put up with whichever nurse you get. There's not much you can do."
C)"Maybe your partner can go and speak with the unit manager about getting a new nurse."
D)"You sound resentful of the way she is caring for you. Can I help you get comfortable through the next few contractions; then we can discuss approaching the nurses."

Question 34

You are visiting a client the day after the birth, and she says, "I've started breastfeeding, but I just don't enjoy it." Your BEST response is:

A)"Why not?"
B)"You feel upset because breastfeeding is harder than you thought."
C)"It must be disappointing not being happy about all the aspects of your relationship with this new baby after all the anticipation during pregnancy."
D)"Do they have a lactation consultant on staff here?"

Question 35

Your client's baby has just been born, and she says, "This is the most wonderful day of my life. This baby is absolutely worth the pain of labor." Your BEST response is:

A)"I couldn't have said it better myself."
B)"You are enchanted with your new little one, and feel empowered by your strength in birthing."
C)"You probably need to get some rest, so let the nurses take the baby to the warming table."
D)"It's normal to be excited."

Question 36

Your client says, "My doctor never listens to me." Your BEST response is:

A)"You sound frustrated. What would help you feel 'heard' when talking to your provider?"
B)"I've heard that about him."
C)"How can you say that? He's one of the nicest doctors in town."
D)"Well, you just need to make him listen. After all, it is your body."