Deck 10: Developing Your People Skills

Question 1

"What brings you to the clinic today?" is an example of a(an)

A) probing question.
B) closed-ended question.
C) open-ended question.
D) leading question.

Answer 1

open-ended question.

Question 2

If you find it difficult to remember what you want to say when giving oral presentations, the best memory jogger is likely to be

A) a complete outline.
B) key points written on note cards.
C) major topics on PowerPoint slides.
D) a fully written paper.

Answer 2

a complete outline.

Question 3

A patient tells you she has been having headaches, but she doesn't describe the location or type of pain. Which kind of question should you ask to learn more?

A) Leading
B) Closed-ended
C) Probing
D) Open-ended

Answer 3

Probing

Question 4

Which should be your first consideration when creating a verbal message?

A) Your purpose for communicating
B) The age of the listener
C) Your relationship with the listener
D) The needs of the listener

Question 5

Which is the best indication that oral communication has been successful?

A) The two parties spend approximately equal time talking.
B) The speaker has a cheerful, courteous manner.
C) The listener understands the speaker's intended message.
D) The listener paraphrases what she believes the speaker has said.

Question 6

Which of the following is the most important characteristic of active listening?

A) Thinking about how to best respond to what you are hearing
B) Interrupting when necessary to ask for clarification
C) Taking notes so you can respond to the speaker
D) Focusing all your attention on what the speaker is saying

Question 7

When you are part of a team whose members have work styles different from yours, you should

A) acknowledge the advantages of having a variety of approaches to work.
B) make every effort to perform tasks on your own.
C) try to persuade the others to see things your way.
D) choose to work on a team that better matches your work style.

Question 8

Empathy is an important quality for you to develop as a health care professional because it will

A) help you understand the needs of patients.
B) enable you to understand and feel sorry for others.
C) make it easier to accept the views of others.
D) improve your speaking skills.

Question 9

You like structured classes in which the instructors lecture and let you know exactly what you are supposed to know. What would be the best way to handle a medical terminology class in which the instructor tends to ramble, tells stories about her work in the field, and gives lots of group assignments?

A) Request a transfer to a different instructor.
B) Take advantage of the opportunity to learn teamwork skills along with medical terminology.
C) Ask the instructor be clearer about what you are supposed to be learning.
D) Just do your best to learn medical terminology on your own.

Question 10

You have been asked to give a presentation to the class on a current health care issue. What is the most important thing you can do to ensure your presentation goes well?

A) Choose a topic you know the audience will enjoy.
B) Use lots of visual aids to make your talk more interesting.
C) Write out everything so you can read your presentation.
D) Practice giving your presentation at least twice.

Question 11

What is the purpose of feedback in the communication process?

A) Let the speaker know what you think of his or her ideas.
B) Make sure you have correctly understood the speaker's meaning.
C) Get more information about the topic being discussed.
D) Express your feelings when you disagree with someone.

Question 12

Your instructor criticizes an assignment that you worked hard to complete and that you believed you did well. Which is the most appropriate response?

A) Tell her how hard you worked and that you believe her criticism to be unfair.
B) Explain that the instructions for the assignment were unclear.
C) Ask for specific examples of what was wrong with your work
D) Tell her that her job as a teacher is to encourage rather than discourage you.

Question 13

If you are working with a patient whose health care beliefs are different from traditional Western medicine and he seems hesitant about the medical treatment he is to receive, it is best to

A) explain to him why his beliefs are wrong.
B) ask him to explain his feelings about the treatment.
C) not worry about his beliefs and proceed with the treatment.
D) agree with him so as not to upset him.

Question 14

You are engaged in a conversation with a patient. Stating in your own words what you think she means after she has spoken is called

A) acknowledging.
B) showing empathy.
C) reflecting.
D) paraphrasing.

Question 15

If a female patient enters the physician's office wearing a long dress and head covering, you should

A) assume she is Muslim.
B) not worry about what she is wearing.
C) pay special attention to her verbal and nonverbal communication.
D) ask her about her religion.

Question 16

You have a coworker who takes long breaks that make it necessary for you to do extra work to cover for her. Which of the following would be the best first step to resolve this problem?

A) Report her behavior to the supervisor.
B) Tell her how her behavior is affecting your work.
C) Ignore the problem and hope the situation improves.
D) Let her know how inconsiderate she is.

Question 17

Mr. Manning is a cranky and demanding patient. Which would be the best way for Jackie, a new nursing assistant, to work with Mr. Manning?

A) Perform her tasks as quickly as possible and interact as little as possible.
B) Tactfully let him know that his behavior is unacceptable.
C) Treat him with respect and courtesy.
D) Ask her supervisor for assistance when working with him.

Question 18

The most common cause of misunderstanding among people with various cultural backgrounds is differences in

A) everyday habits such as food and manner of dress.
B) basic beliefs and values.
C) ideas about courtesy.
D) language.

Question 19

Which statement is the best definition of empathy?

A) Asking personal questions
B) Making an effort to learn more about the views of other people
C) Feeling sorry for another person
D) Being courteous to everyone you work with

Question 20

Which health care worker is demonstrating an appropriate approach when working with elderly patients?

A) Maria shows affection for patients by calling them "dear" or "sweetie"
B) John speaks loudly because he knows that many elderly people have impaired hearing
C) Angela tries to avoid misunderstandings by speaking with younger relatives
D) Meryl speaks with them directly to assess their ability to understand

Question 21

When you are speaking, your listener is more likely to believe the message sent by your facial expressions than your words.

Question 22

Professional speakers recommend that you memorize oral presentations so you won't have to depend on notes.

Question 23

Leaning forward toward the person you are talking with is a way of showing you are interested in the conversation.

Question 24

It is a sign of respect not to interrupt when someone is speaking, even if they are slow in getting to the point.

Question 25

A good way to show empathy when someone tells you about a problem is to talk about similar problems you've had.

Question 26

It is important that the teaching styles of instructors match the learning styles of their students.