Chapter 4 Interpersonal Communication

______, a well know behaviorist, developed a human behavior model that states that human beings are motivated by unsatisfied needs

Abraham Moslow

when interacting with patients of other cultures or ethnic groups

Never allow yourself to make value judgments

explaining procedures to patients, expecting insurance referral requests, and creating warm and reassuring environment are all examples of ______ in the medical office

costumer service

"You appear tense today"

making observations

"So what are you saying is that you feel the most pressure when you exercise?"

mirrioring

which of the following is an example of negative communication

mumbling

"please go on"

offering general leads

"Can I help you with your shoes, Mr. Adams?"

offering self

if a patient leans back or turns her head away when you lean forward, you may be invading her ________

personal space

a communication circle involves a message, a source, and a(n)

receiver

"Hi, Mr. Smith. Florida sure agrees with you."

recognizing

Patient states: "Do you think this is serious enough to discuss with the doctor?" Medical Assistant replies: "Do you think it is?"

reflecting

positive communication with superiors involves keeping them informed, asking questions, minimizing interruptions, and showing

respect

when a teenager begins to smoke at a young age because his peers are doing it, the child is most likely experiencing

role confusion

Allowing the patient time to think without pressure

silence

according to erikson, the life stage that exposes children to people other than their immediate family is

stage IV

"So, you are here today because of your swollen ankles and dizziness?"

summarizing

the _______ syndrome is the anxiety some patients feel in a providers office or other healthcare setting

white coat

A world renowned authority on death and dying ______ developed a model of behavior that an individual will experience on learning of his condition. These behaviors are referred to as the stages of dying or the stages of grief

Elizabeth Kubler Moslow

An assertive person has low self esteem

False

Conflict in the workplace arises when two or more coworkers have the same opinion or ideas

False

Empathy is the process of feeling sorry for someone

False

Patients will see a medical assistant as standoffish and reserved when he had an open posture

False

Rapport is a conflictive and argument relationship

False

Active Listening involves two-way communication in which the listener gives feedback or asks questions.

True

An aggressive person tries to impose his position on others or tries to manipulate them

True

Feedback is a verbal or nonverbal response from a patient that she understood what has been communicated

True

Passive Listening does not require a response.

True

Personal space is an area that is approximately 4 feet around a person

True

Sitting in a chair with your arms crossed is having closed posture

True

The manner in which a person interacts with people is referred to as interpersonal skills

True

"I follow what you said"

acceptance

which of the following is not a communication skill

anxiety

Positive communication with patients may involve

being attentive and encouraging them to ask questions

your _________ which is the way you hold or move parts of your body, can send strong nonverbal messages

body language

"Describe your level of pain on a scale from 1 to 5, with 5 being the most severe."

clarifying

the most effective manner in which to deal with an angry patient is to

demonstrate your sincerity and respect by remaining calm

which of the following is not a deficiency need as defined by abraham maslow

empathy

"Tell me when you feel anxious"

encouraging communication

"You're visiting the Doctor today regarding a cough. How long have you been coughing?"

exploring

"Your granddaughter's first birthday sounded wonderful. Now tell me more about your headaches."

focusing

"Is there something you would like to talk about?"

giving broad openings

being ______ when communicating with patients shows them that you, the practitioners, and other staff members care about them and their feelings

humanistic

Noise is anything that

interferes with the communication process