AES set

What does a receiver do to decode a message?

Apply their own frame of reference

What is the best way for health care workers to elicit the greatest amount of information from patients?

Ask broad questions.

What are the four steps to building trust?

Be empathetic, respectful, genuine, and listen actively.

As a health care worker, you have just been informed that the pulse must be counted for a full 60 seconds rather than 30 seconds, as it has been done in the past. How should you respond?

Begin using the new procedure without comment—if you have no questions.

What should health care workers strive for when on the phone?

Clear voice with normal volume

A set of behaviors, attitudes, and policies of healthcare professionals that enable them to better work with patients from diverse backgrounds and ethnic groups is called:

Cultural competency

Which of the following is true of documentation?

Documentation is perhaps the most critical communication that a health care worker will create.

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

Use appropriate lay terms.

How should subjective statements by the patient be documented?

Exact words in quotation marks

Which of the following is the best definition of communication?

Exchanging messages

Which is an open-ended question?

How did you fall?

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

It allows for instant feedback, clarity, and understanding.

Removing language barriers to limited English-speaking populations is the main focus of:

Linguistic competency

Which of the following is NOT a method that health care workers and patients can use to overcome a hearing challenge?

Look at the patient's chart when speaking

Which of the following should be done when giving constructive criticism?

choose words carefully

The ability to understand someone else's feelings is known as ____________.

empathy

Which of the following is NOT a strategy for IMPROVING culturally-competent care?

Providing standard medical care for treatment of disease.

Health disparities is the term most often used in the United States. Worldwide they are called:

health inequities

Which part of patient interaction involves the health care worker entering the room calmly and formally introducing themselves to the patient?

introduction

Health literacy includes which of the following EXCEPT:

knowledge of the health insurance system

Linguistic competency is the ability of the healthcare system to effectively deliver ____________ healthcare to patients in the United States who speak limited or no English.

language-appropriate

Which of the following is NOT a standard of documentation that should be followed by health care workers?

Record information performed or observed by another health care worker

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

proximity

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.

When a customer is dissatisfied and healthcare professionals take responsive action to "recover" the customer, this is referred to as:

service recovery

In verbal communication, how is emotion expressed?

tone of voice

Which of the following is NOT part of socioeconomic status?

upbringing

What form of communication is used to indicate informed consent?

written

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 a proper telephone greeting?

Health Campus Cardiology department. This is Laura."

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 true of telephones?

It is critical that you know how to use the phone in a professional manner.

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

It provides immediate feedback.

Which of the following is an example of audience?

Nurses of West Pediatric office

Which of the following is true of patient education?

Patient questions often create patient education situations.

All of the following may present cultural communication barriers EXCEPT:

Physical comfort

Which of the following is NOT potentially effected by a person's socioeconomic status?

Physical response to treatment.

According to the communication process, who provides information?

Sender

Culture is a system of ____________.

Shared attitudes, values, and beliefs of a particular group or society

If a patient doesn't speak or understand English, what can be used to help improve their outcome of their treatment?

an interpreter

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

clarification

What is the term that describes "anything that interferes with effective communication?"

communication barrier

In 1976, American anthropologist Edward T. Hall compared ____________ to an ____________.

culture, iceberg

The healthcare market is competitive and your patients are your (select the best answer):

customer

The healthcare market is competitive and your patients are your (select the best answer):

customers

Which type of documentation has a purpose of releasing the patient back to their regular lifestyle and giving a record of the interactivity among health care providers?

discharge report

Health equity ensures that:

everyone has access to healthcare and quality of health.

The patient does not have the right to refuse treatment that conflicts with their cultural or religious beliefs.

false

Which communication technology copies pages similar to a photocopy machine from one location and then prints the copy at another location?

fax machine

Biases are:

feelings that lead to certain behaviors.

When studying and understanding culture, we should use:

generalizations

Which of the following is NOT a method of nonverbal communication?

lay terms

Which part of a health history includes information about the patient's reason for seeking medical help?

Chief complaint

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

Clarification