Deck 3: Office Communications: An Overview of Verbal and Written Communication

Question 1

At the beginning of the communication cycle, who organizes the message?

A) Patient
B) Physician
C) Sender
D) Receiver

Answer 1

Sender

Question 2

What is the chosen method for transmitting a message?

A) Channel
B) Format
C) Message
D) Line

Answer 2

Channel

Question 3

Expressing ideas through words and gestures to ideas is known as

A) Illustrating.
B) Improvising.
C) Coding.
D) Encoding.

Answer 3

Encoding.

Question 4

A slightly tilted head or a perplexed look may indicate that the receiver is:

A) Nervous
B) Confused
C) Shy
D) Aggravated

Question 5

A barrier to effective communication is:

A) Inactive listening
B) Active listening
C) Organization of the message
D) Nonverbal communication

Question 6

All of these items contribute to our unspoken message except:

A) Appearance
B) Eye contact
C) Hairstyle
D) Facial Expression

Question 7

One of the most visible and expressive parts of the body is:

A) Face
B) Nose
C) Shoulders
D) Feet

Question 8

Which of these is expressed nonverbally by making and keeping eye contact with an audience?

A) Apprehension
B) Nervousness
C) Happiness
D) Confidence

Question 9

When direct eye contact is maintained, a level of __________ is established.

A) Caring
B) Trust
C) Understanding
D) Responsibility

Question 10

The public zone used for most public speaking events should be ________ feet or more from the audience.

A) 6
B) 8
C) 10
D) 12

Question 11

A social zone is used for communication within __________ feet of an audience.

A) 3 to 6
B) 6 to 12
C) 4 to 12
D) 5 to 10

Question 12

Which type of letter places the dateline at 2 inches?

A) Block style
B) Ratified-block style
C) Modified-block style
D) Open punctuation

Question 13

How many styles of punctuation may be used in business letters?

A) One
B) Two
C) Three
D) Four

Question 14

Which type of punctuation requires placing a colon after the salutation and a comma after the complementary closing?

A) Standard punctuation
B) Open punctuation
C) Closed punctuation
D) Modified punctuation

Question 15

Which type of letter is used when a physician transfers part or all of a patient's care to another physician?

A) Follow-up letter
B) Referral letter
C) Letter of information
D) Letter of acknowledgment

Question 16

When composing the body of an e-mail, the standard protocol is to address how many topics?

A) As many as necessary
B) Three
C) Two
D) One

Question 17

What should always be done prior to hitting SEND on an e-mail?

A) Copying
B) Saving
C) Proofreading
D) Printing

Question 18

When Dr. Kendall's administrative medical assistant stepped toward a patient to explain the hospital preadmission procedure, the patient abruptly took a step backwards. Which of the following is most likely the reason for the patient's movement during the communication process?

A) The administrative medical assistant had bad breath.
B) The patient's cell phone was ringing.
C) The patient needed to sit down.
D) The administrative medical assistant had intruded into the patient's personal space.

Question 19

Patrice felt she was being treated rudely by the administrative medical assistant. When Patrice arrived for her appointment, the assistant greeted Patrice, quickly shut the glass window, and began pointing her finger toward Patrice. The assistant was discussing a newly discovered crack in the wall with the office manager. Patrice felt unwelcome because:

A) The assistant's verbal message did not match her nonverbal message.
B) The assistant's verbal and nonverbal message was the same.
C) The crack on the wall was offensive to Patrice.
D) The assistant did not offer Patrice coffee or water.

Question 20

Currently, __________ is not the preferred method of communicating medical information.

A) E-mail
B) Regular mail
C) Registered mail
D) Certified mail

Question 21

When originating communication, the sender will formulate ideas he or she wants to be communicated. This process is called _______________.

A) Endnotes
B) Encoding
C) Message
D) Media

Question 22

The timing and the delivery of communication are critical to the ____________________ of the communication.

A) Effectiveness
B) Importunateness
C) Emergency
D) Message

Question 23

Mrs. Smith is handing you her charge slip and chart and you are informing her of surgery instructions. The patient is _______________ to receive the information.

A) Not ready
B) Ready
C) Anxious
D) Hurried

Question 24

The best planned message may not be received properly if ___________ have not been considered.

A) others
B) encoding strategies
C) comments
D) barriers

Question 25

Disciplinary actions or warnings should be delivered using which type of channel?

A) Phone
B) Email
C) Face-to-face
D) Regular mail

Question 26

Anything that can break down the communication transmission process is referred to as ___________.

A) Noise
B) Message
C) Channel
D) Feedback

Question 27

You have a patient who needs to undergo a total abdominal hysterectomy and bilateral salpingo-oophorectomy. What is the best way to explain this to the patient?

A) "You need to undergo a TAH-BSO."
B) "The doctor says you need surgery."
C) "You will need to sign the form for the necessary surgery."
D) "The doctor wants you to undergo a surgery called TAH-BSO, which is the removal of your uterus, tubes, and ovaries."

Question 28

What is the first step in becoming an active listener?

A) Listen, interrupt, give your point of view, and start listening again
B) Listen but fake attention to the message
C) Stop talking and listen
D) Interrupt if you do not agree with the message

Question 29

According to body language experts, what percentage of communication is nonverbal?

A) 80-90 percent
B) 85 percent
C) 50-80 percent
D) 35 percent

Question 30

You are at a presentation where the facilitator is speaking about an important subject, congestive heart failure, but is making funny, wacky, and amusing arm gestures and facial expressions. What message wins?

A) Verbal
B) Nonverbal
C) The audience
D) Encoded

Question 31

What role does culture play in facial expression?

A) It has no bearing either way.
B) Culture does not play a role in interpreting facial expression.
C) Culture plays a minimal role in interpreting facial expression.
D) Culture plays a significant role in how the individual interprets facial expressions.

Question 32

You discover an error in a patient's account and realize it was your error. You report this error to your office manager and inform him of your intent to correct it. He says "That's fine," but his tone of voice is very sharp and loud. What is the conveyed message?

A) The tone of his voice indicates he is upset although his actions do not
B) Tone of voice has no bearing on how we interpret communication
C) The message and tone are not related
D) There is no conveyed message

Question 33

Leaning toward a person conveys _______________ in the message.

A) Distrust
B) Lack of communication
C) A hearing disorder
D) Interest

Question 34

Stepping away from a person conveys ________________ in the message.

A) Distrust
B) Lack of communication
C) A hearing disorder
D) Interest

Question 35

Mary Beth walks into the exam room with her shoulders slumped and her head lowered. What nonverbal communication message does this convey?

A) Friendliness
B) Lack of culture training
C) Lack of self-confidence
D) Outgoing personality

Question 36

What body movement would indicate that the sender wants the conversation to end?

A) Leaning back in the chair
B) Lowering of the head
C) Leaning toward the person
D) Tapping a finger or pencil

Question 37

What type of message does hygiene and grooming convey?

A) Verbal
B) Written
C) Nonverbal
D) Disinterested

Question 38

Your office is sending a letter to a patient about his test results and need for surgery. The envelope addressed to the patient should be

A) Marked "personal".
B) Marked "confidential" or "private".
C) Sent with no markings on the outside.
D) Sent certified mail with return receipt requested.

Question 39

How many different frequently used letter formats are there that give the letter a well-balanced and attractive appearance?

A) 5
B) 4
C) 3
D) 2

Question 40

What are the two different style formats that offices frequently use when sending a letter to the patient?

A) Block and adjusted block
B) Adapted block and modified block
C) Modified block and adapted block
D) Block and modified block

Question 41

Mary Smith is typing a letter. Her reference initials should be listed as:

A) MS
B) ms
C) Ms
D) mS

Question 42

What are the major differences between block and modified block? In modified block, the writer should:

A) Position the complimentary closing and signature line at a Tab stop placed at 3.25"
B) Position the date line at a Tab stop placed at 5"
C) Position the date line, complimentary closing and signature line at a Tab stop placed at 3.25"
D) Begin all lines at right margin and indent new paragraphs .25"

Question 43

What style of letter formatting gives the choice to either indent new paragraphs 0.5" or keep everything to the left margin?

A) Block
B) Modified block
C) Adapted block
D) Either block or modified block

Question 44

A copy notation on a block-style letter is done by placing _____ one Enter below enclosures.

A) CC
B) cc
C) c
D) x

Question 45

What are the two styles of punctuation that may be used in a business letter?

A) Mixed/standard and open
B) Open and varied
C) Closed and mixed
D) Standard and closed

Question 46

Which style of punctuation is currently the preferred style for business letters?

A) Mixed
B) Standard
C) Varied
D) Open

Question 47

The most common and efficient form of interoffice communication is ___________.

A) Interoffice mail
B) Intraoffice texting
C) E-mail
D) Regular mail

Question 48

You are typing a letter to a patient that is too long for one page. How would you start the second page?

A) Use letterhead stationery for the second page.
B) Use blank stationery for the second page.
C) Use blank stationery for both pages.
D) There is no rule on the second page.

Question 49

The main purpose of which type of correspondence is to let the sender know as soon as possible that a request is being handled?

A) Letters of information
B) Letters of acknowledgement
C) Follow-up letters
D) Interoffice memorandum

Question 50

Letters of information must have

A) A brief medical report.
B) Template format.
C) Clear and complete information.
D) A summary of lab results.

Question 51

What type of correspondence requires the writer to give the recipient the details of the original request, include a duplicate of the original request, and be clear about what action you wish the recipient to take?

A) Letters of information
B) Letters of acknowledgement
C) Follow-up letters
D) Interoffice memorandum

Question 52

What correspondence is considered to be a type of informal messages exchanged within an organization?

A) Letters of information
B) Letters of acknowledgement
C) Follow-up letters
D) Interoffice memorandum

Question 53

What type of correspondence does not usually contain inside address or complimentary closings?

A) Letters of information
B) Letters of acknowledgement
C) Follow-up letters
D) Interoffice memorandum

Question 54

What type of electronic technology allows one person to begin a journal-type entry at a Web site and allows others to respond?

A) VolP
B) Blog
C) Podcast
D) Wiki

Question 55

The practice has three different locations and wants to have employees at each location participate in a telephone call without having to travel to one particular location. What type of electronic technology should they utilize?

A) Blogs
B) Podcasts
C) Voice conferencing
D) Video conferencing

Question 56

The medical practice wants to update their employees on some new privacy regulations, and the employees can listen to or view the file on their computer or mobile device. Which type of electronic technology would they utilize?

A) Blogs
B) Podcasts
C) Voice conferencing
D) Video conferencing

Question 57

The local nursing program would like to communicate face-to-face with a nursing program located 60 miles away, but they cannot travel the distance to visit. Which type of technology would be best suited for their needs?

A) Blogs
B) Podcasts
C) Voice conferencing
D) Video conferencing

Question 58

A cardiologist wants to talk with a patient's primary physician, physical therapist, and occupational therapist to establish a rehabilitation protocol after the patient has undergone triple bypass surgery. To accomplish this, they should use _________________.

A) Blogs
B) Podcasts
C) Voice conferencing
D) Video conferencing

Question 59

Dr. Jones has completed her research on diabetes and wants to send this document to a healthcare journal to be published. What will she send to the publisher?

A) Draft manuscript
B) Final manuscript
C) Outline manuscript
D) Summary manuscript

Question 60

_____________________ is the careful reading and examination of a document for the sole purpose of finding and correcting errors.

A) Editing
B) Correcting
C) Checking
D) Proofreading

Question 61

The assessment of a document to determine its clarity, consistency, and overall effectiveness is called _______________.

A) Editing
B) Correcting
C) Checking
D) Proofreading

Question 62

The proofreaders notation ^ means ________________.

A) To omit a word
B) To spell a word out
C) To omit a stroke
D) To insert a word or letter

Question 63

When proofreading a sentence, the notation is used to indicate

A) Start the sentence bolded.
B) Start a new paragraph.
C) Move sentence to previous paragraph.
D) Reword the sentence.

Question 64

When reading the proofreader report, you notice the sentence, "He is not". That means you should

A) Bold the word "not".
B) Change the word "not".
C) Remove the word "not".
D) Capitalize the word "not".

Question 65

The first page of a manuscript is called the _______________.

A) Label page
B) Title page
C) Header page
D) Banner page

Question 66

Which of these should be done when preparing the title page of a traditional manuscript?

A) Center the text horizontally
B) Center the text vertically
C) Center the text horizontally and vertically
D) Center the text at least 12 lines from the top

Question 67

The margins on a traditional manuscript should have ____-inch margins on all sides.

A) 4
B) 3
C) 2
D) 1

Question 68

Notes that are positioned at the bottom of the page on which the reference appears are called __________.

A) Footnotes
B) Endnotes
C) Headings
D) Titles

Question 69

Notes that are grouped together at the end of the report are called ___________.

A) Footnotes
B) Endnotes
C) Headings
D) Titles

Question 70

Which of these is the part of the report where all the works consulted by the writer, including items given in notes, are listed alphabetically at the end of the report?

A) Footnotes
B) Endnotes
C) Headings
D) Bibliography

Question 71

If medical records are attached to correspondence, the patient ____________ sign a release form.

A) does not have to
B) should not
C) must
D) may