Question 1

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

Accepted Answer

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." B

Question 2

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

Accepted Answer

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." D

Question 3

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:

Accepted Answer

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." A

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.

Accepted Answer

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

Question 5

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:

Accepted Answer

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 6

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

Accepted Answer

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 7

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

Accepted Answer

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 8

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

Accepted Answer

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."

Question 9

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

Accepted Answer

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

Question 10

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:

Accepted Answer

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 11

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:

Accepted Answer

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 12

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

Accepted Answer

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 13

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:

Accepted Answer

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

Question 14

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:

Accepted Answer

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 15

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:

Accepted Answer

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 16

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

Accepted Answer

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

Question 17

While listening to someone speak:

Accepted Answer

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.

Question 18

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

Accepted Answer

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

Question 19

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

Accepted Answer

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

Question 20

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:

Accepted Answer

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?"

Exam 2: Communication