Deck 5: Interpersonal Skills and Human Behavior

Question 1

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.

Answer 1

True

Question 2

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

Answer 2

True

Question 3

To feel well and accomplish goals in life, one must develop positive attitudes and positive responses to the pressures of everyday life.

Answer 3

True

Question 4

A good supervisor listens to other opinions in a conflict.

Question 5

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 6

Self-boundaries are more important at home than in the workplace.

Question 7

Avoiders love the opportunity for a good fight.

Question 8

A patient's stress level may be elevated just by being in the physician's office.

Question 9

Setting boundaries at work helps to prevent misunderstandings and awkward situations.

Question 10

It is acceptable to tell a patient, "I know how you feel."

Question 11

Some stereotypes are unavoidable.

Question 12

It is acceptable to let some time pass before dealing with conflict.

Question 13

Medical assistants should offer an explanation for their boundaries to co-workers.

Question 14

The question, "Are you safe at home," is too personal and should not be asked when dealing with patients.

Question 15

Physical avoidance is a defense mechanism through which a person avoids a place or a person because of the painful memories evoked.

Question 16

The perception of the receiver in communication is not important.

Question 17

Choosing which relationships to enter into greatly increases the chance that they will be healthy relationships.

Question 18

The struggle that results from incompatible or opposing needs, drives, wishes, or external or internal demands is called malediction.

Question 19

Patients are usually right at home in their comfort zones on the first visit to the physician's office.

Question 20

Calming patients' fears and concerns is not a part of the medical assistant's job description.

Question 21

The psychological defense mechanism in which confrontation with a personal problem or with reality is avoided by denying the existence of the problem or reality is called:

A)physical avoidance
B)denial
C)regression
D)compensation

Question 22

Sounds or factors outside the brain that interfere with the communication process are called:

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

Question 23

That which advances beyond the usual or proper limits is called:

A)paraphrasing
B)malediction
C)litigious
D)encroachment

Question 24

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

Question 25

Something that is difficult to understand or perceive is:

A)internal noise
B)perception
C)subtle
D)volatile

Question 26

If a patient hesitates when speaking, he or she might:

A)be lying
B)have more to say
C)feel fear
D)all of the above

Question 27

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 28

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 29

A lack of feeling, emotion, interest, or concern is a defense mechanism called:

A)apathy
B)compensation
C)projection
D)denial

Question 30

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 31

Which of the following is not one of the stages of grief?

A)Bargaining
B)Depression
C)Dealing
D)Acceptance

Question 32

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 33

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

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

Question 34

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 35

When a patient verbally attacks someone without addressing the original complaint, the individual is using which defense mechanism?

A)Regression
B)Projection
C)Verbal aggression
D)Sarcasm

Question 36

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 37

Personal space ranges from:

A)1 1/2 to 4 feet
B)0 to 1 1/2 feet
C)12 to 25 feet
D)4 to 12 feet

Question 38

What is meant by the "litigious nature of today's society"?

A)Crowding has caused people to need more personal space.
B)Patients are more likely to bring lawsuits than in the past.
C)A growing diversity of cultures is represented in the United States.
D)Fewer people have access to medical care.

Question 39

The defense mechanism in which unwanted desires or impulses are excluded from the consciousness and left to operate in the unconscious is called:

A)rationalization
B)repression
C)regression
D)displacement

Question 40

When patients cry, the medical assistant should never:

A)ask what is wrong
B)let patients leave without reasonable assurance they are safe
C)tell the physician
D)call the police

Question 41

A person who approaches sensitive subjects in an attempt to get even or hurt another person is a:

A)withholder
B)joker
C)beltliner
D)trapper

Question 42

If the patient asks the medical assistant what he or she would do in a similar medical situation, the medical assistant should:

A)advise the patient as to the best course of action
B)suggest that the patient seek counseling
C)refuse to discuss the issue at all
D)refer the patient to the physician for advice

Question 43

The first impulse usually felt when we experience conflict is:

A)to hit someone
B)the fight or flight response
C)to argue
D)to plot revenge

Question 44

A person's public space is:

A)touching to 1 1/2 feet
B)1 1/2 to 4 feet
C)4 to 12 feet
D)12 to 25 feet

Question 45

Procrastination is often a symptom of the fear of:

A)failure
B)promotion
C)comfort zones
D)self-improvement

Question 46

Cecelia is angry with her supervisor over a disciplinary write-up.During her counseling session, Cecelia complains that the supervisor never gets to work on time.What passive-aggressive type is Cecelia?

A)Subject changer
B)Distracter
C)Mind reader
D)Trapper

Question 47

Which of the following patients is probably in shock?

A)The patient who explodes over every little situation
B)The patient who bargains with God to live a longer life
C)The patient who remains calm and speaks clearly during conflict
D)The patient who cannot think or move

Question 48

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 49

At which time or in which instance is it not appropriate to touch the patient?

A)When the patient has just discovered he or she is HIV positive
B)When the patient is crying
C)When the patient has lost a close family member
D)When the patient expresses romantic interest in the medical assistant

Question 50

We are able to control two things in life-our attitude and our:

A)income
B)nonverbal communication
C)tardiness
D)actions

Question 51

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 52

Joanie refuses to discuss a situation with a co-worker with whom she has a conflict.Instead, she pretends to be busy when that co-worker is present.Which passive-aggressive type is Joanie?

A)Pseudoaccommodator
B)Guiltmaker
C)Avoider
D)Subject changer

Question 53

Rhonda has not spoken to a co-worker for almost a month because of a dispute about their working hours.What factor will make resolving the conflict more difficult?

A)It is between co-workers.
B)So much time has already passed.
C)The co-worker does not seem to want resolution.
D)A supervisor will have to help resolve the situation.

Question 54

Anne complains that her supervisor is having obvious problems at home, which makes her very difficult to deal with, although Anne does not know the supervisor well outside the workplace.Anne says that her recent write-ups are a result of the supervisor being in a bad mood.What passive-aggressive type is Anne?

A)Mind reader
B)Trapper
C)Avoider
D)Guiltmaker

Question 55

Pleasers are people who are most likely looking for:

A)achievement
B)acceptance
C)approval
D)actualization

Question 56

Which of the following are ways that conflict can be resolved?

A)Avoid judgment or assigning blame.
B)Do not listen to other opinions.
C)Allow some time to pass before attempting resolution.
D)Realize that some people's opinions are wrong.

Question 57

A person who refuses to face a conflict either by giving in or by pretending nothing is wrong is a(n):

A)kitchen sink fighter
B)gunnysacker
C)avoider
D)pseudoaccommodator

Question 58

A person who will not allow relationships to change from the way they once were is a:

A)Benedict Arnold
B)subject changer
C)mind reader
D)contract tyrannizer

Question 59

A person who attacks other parts of a partner's life, instead of expressing the feelings about the object of dissatisfaction, is a:

A)distracter
B)blamer
C)guiltmaker
D)trivial tyrannizer

Question 60

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

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

Question 61

To utter articulate sounds or be distinct in speech is to __________.

Question 62

Suzie was called into the supervisor's office and spent about an hour speaking to the office manager.When she left, she went into the break room and encountered Ron.Ron made a comment about her lengthy "reprimand" as a joke.Suzie then said, "At least I'm not a fat slob," and walked out.What passive-aggressive type is Suzie?

A)Beltliner
B)Joker
C)Mind reader
D)Trapper

Question 63

Lana constantly finds fault with the extern at her clinic.According to Lana, the extern does nothing right.An opening has come up at the clinic, and the extern seems likely to be hired for the position.Everyone likes the extern except Lana.Several days before the externship ends, Lana blames the extern for not locking the door to the drug room.What passive-aggressive type might Lana be?

A)Mind reader
B)Trapper
C)Blamer
D)Contract tyrannizer

Question 64

The third stage of grief is __________.

Question 65

Any biologic factor that precludes the communicator from sending or receiving accurate messages, such as not feeling well or being overly tired, is called __________ noise.

Question 66

Carrie knows that Jerri had a drug problem when she was in high school, but Jerri went through rehab and has not had issues for more than 20 years.Because she was never arrested or charged, she did not have to disclose the situation in her pre-employment interview.Carrie wants a position for which Jerri also is applying, so Carrie reveals Jerri's past to the supervisor.What passive-aggressive type is Jerri?

A)Avoider
B)Kitchen sink fighter
C)Blamer
D)Benedict Arnold

Question 67

A person who almost brings what is bothering him or her to the surface but never quite express it is a(n) __________.

Question 68

__________ noise includes the person's own thoughts, prejudices, and opinions.

Question 69

Nonconsensual touching may be considered __________.

Question 70

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

Question 71

Jessica resents Becki for receiving a promotion, so she constantly moves the items on the front desk around, which she knows bothers Becki.What passive-aggressive type is Jessica?

A)Avoider
B)Gunnysacker
C)Joker
D)Trivial tyrannize

Question 72

Georgia has acted very cool toward Ben for about a week.Ben asked if there was a problem between them, but Georgia replied that nothing was wrong.What passive-aggressive type is Georgia?

A)Blamer
B)Pseudoaccommodator
C)Avoider
D)Mind reader

Question 73

Barry holds resentment toward his supervisor because he was promised a raise after 1 year when he was hired.At the end of that year, the supervisor told him that he would not get a raise, because his work performance did not warrant an increase.When at lunch or on break with other employees, Barry constantly complains that he never got his promised raise.What passive-aggressive type is Barry?

A)Trapper
B)Contract tyrannizer
C)Kitchen sink fighter
D)Joker

Question 74

__________ is a lack of feeling, emotion, interest, or concern.

Question 75

When Terri has a conflict with a co-worker, she throws up every issue that has ever been a problem between the two of them.What passive-aggressive type might Terri be?

A)Blamer
B)Kitchen sink fighter
C)Mind reader
D)Avoider

Question 76

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

Question 77

Most people use __________ when they feel pressured or attacked in some way.

Question 78

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

Question 79

The first stage of grief is __________.

Question 80

Alicia has become more and more upset about her work situation but has not approached her supervisor about any of the issues.Finally, she snaps at an extern over a trivial issue and goes to lunch without explaining her attitude to anyone.Which passive-aggressive type is Alicia?

A)Gunnysacker
B)Trivial tyrannize
C)Avoider
D)Mind reader