AES Basic Communications

What does a receiver do to decode a message?

Apply their own frame of reference

Which active listening technique involves asking questions to get a more concise explanation?

Clarification

With whom must health care workers learn to effectively communicate?

Co-workers, patients, and clients, Students and visitors, Administrators and business contacts, ALL OF THE ABOVE

When should an open-ended question be used?

To obtain descriptive and revealing information

In verbal communication, how is emotion expressed?

Tone of voice

Which of the following is a method of nonverbal communication?

Touch, Proximity, Physical appearance, Facial expressions, ALL OF THE ABOVE

Active listening involves reflection, restatement, and clarification.

True

Health care workers must always be conscientious to touch patients with kindness and respect.

True

What can a health care worker do to ensure that a patient understands medical information?

Use appropriate lay terms.

Which is an open-ended question?

What has been your experience with the care our staff provides?

Which of the following is one of the five W's?

What is the purpose?, Why is it important?, Who is the audience?, When did or will it occur? ALL OF THE ABOVE

Which is an open-ended question 2?

How did you fall?

When selecting the best form for communication, what should be considered?

If the communication should be oral or written, Which format should be used, Whether the communication is internal or external. ALL OF THE ABOVE

Why is verbal communication often the most effective way to communicate?

It allows for instant feedback, clarity, and understanding.

Which of the following is a benefit of written communication over oral communication?

It can be researched and edited

Which of the following refers to the physical space between people?

Proximity

Which of the following is a communication skill?

Avoid displays of anger, Speak slowly and softly, Be conscious of body language ALL OF THE ABOVE

On Monday morning, Saria greets her first patient, Tim, by asking if he had a nice weekend. Saria is using which of the following goals of verbal communication?

Establish rapport, or a connection

As long as health care workers are wearing appropriate uniforms, they need not pay attention to personal grooming and hygiene.

False

Health care workers should lean back and away from patients to appear interested in the conversation.

False

Alexia, a medical assistant, explains to Mrs. Phillips that the medication is to be taken once a day with a full glass of water. Which of the following is the goal of Alexia's communication with Mrs. Phillips?

Give instructions to patients

Which of the following is NOT true of communication in health care?

Health care workers should cross their arms when speaking with patients.

Which of the following is an example of audience?

Nurses of West Pediatric office

Describe the facial expression that a health care worker should strive for.

Not too solemn, Open, Not too cheerful, Friendly ALL OF THE ABOVE

Which of the following is the best definition of communication?

Process of exchanging messages

Which active listening technique involves empathy?

Reflection

Which of the following is NOT a desirable communication skill?

Roll your eyes when you do not agree.

What form of communication is used to indicate informed consent?

Written