MA Customer Service Final Review
Positive statements or questions to an angry co-worker include all the following except:
"How dare you speak to me like that."
The proper way to introduce Susan Maple, who has a doctorate degree in speech pathology, is:
"This is Dr. Maple, one of our speech pathologists
Research shows that if you let patients talk uninterrupted for as long as they want, most patients will talk for:
30-90 seconds.
Which of the following is a type of employer retirement plan?
401(k) plan
A good cover letter includes:
A statement of why you believe you are qualified for the job.
If there are issues with accountability, the most likely first step in disciplinary action would be:
A verbal or written warning.
Acceptable jewelry to wear to work is:
A watch with a second hand.
The benefits of having critical thinking skills is all the following except:
Alleviates stress and improve concentration at work.
The color code approach to writing reports and other longer pieces:
Allows you to organize your report and group similar thoughts together.
All the following are ways to foster punctuality except:
Always have a good excuse when you are late.
Transitional words:
Are like signposts to signal logical processes to your reader.
When preparing a list of references, it is essential that you:
Ask for permission before listing a person as a reference.
The best way to communicate with hearing-impaired clients is to:
Ask them how they prefer to communicate.
The appropriate time to provide an employer your references is:
At the time of the interview.
What actions should you take if confronted by an angry patient?
Be empathetic and comforting and listen and ask questions to better understand the patient's anger.
Health professionals who present an open stance convey all the following except:
Boredom
You can contribute to a positive performance evaluation by doing all the following except:
Disagreeing with her when she is brings up areas of improvements.
According to the National Health Care Standards, employers seek all the following types of skills except:
Display the highest technical skills.
The purpose of eye contact is to do all the following except:
Distract people from important information.
Which type of footwear for work is never acceptable?
Open-toed
If a health professional does not mirror a patient's body language:
The patient will be less cooperative.
All the following are effective methods of establishing a good work-life balance except:
Try to discuss issues you are having at work with you family.
As a new employee needing to use complex communication technology, you should:
Understand the importance between reliable communication and health care delivery. Connect with an experienced employee who can mentor you and answer your questions. Master the phone technology so you can become a valuable employee. All the options.
While you are listening to someone speak, you should:
Wait for a pause before you speak.
In the case of an emergency call, focus on all the following except:
Walking the caller through an appropriate medical response or treatment.
All the following are techniques that promote relaxation except:
Watching TV.
one of the main reasons we stereotype is
We can quickly interpret and integrate new experiences.
When requesting a letter of recommendation, you should inform the reference all the following except:
Who to send it to.
The ability to deeply understand the feelings of others is:
empathy
Benefits of attending a state or national convention of your professional organization include all the following except:
A few days off work.
A good way to maximize the effectiveness of the Work History section of your resume is to include:
A list of accomplishments, as well as job duties.
To function, teams must have all the following except:
A mascot.
All the following are appropriate targets to give your resume to except:
An employer who posted a job opening. An employer who has not posted a job opening. You Answered Friends and relatives. All the options.
Which of the following is recommended to be organized?
Before starting a project, take time to plan and prioritize.
When should you wash your hands in the health care setting?
Before touching a patient Before putting on new gloves After smoking or eating All the options.
Your credit score is affected by which of the following:
Borrowing history. Bill payment history. Current debt. All the options.
When you take a problem to your supervisor, you should:
Bring an array of possible solutions or recommendations.
Severe anxiety can be characterized by all the following except:
Calmness
The best resume format to use when trying to emphasize work history is:
Chronologic.
When communicating with small children, do all the following except:
Communicate only with their parents or caretakers instead.
The main purpose of writing is to:
Communicate with your reader.
Not being punctual may lead to all the following except:
Communicating respect for your coworkers and patients
The only social media appropriate at work is:
Company email
All the following are effective ways to deal with an angry manager except:
Complain to co-workers about the manager's behavior.
The professional use of email includes:
Concise, rapid delivery of essential information.
Craig has previous experience in retail sales. Which of the following statements should he include in the Work History section of his resume?
Consistently exceeded daily sales quotas for sports footwear by 15-20%
All the following adjustments must be made if submitting as an e-resume except:
Converting to a PDF format.
Which of the following is the major purpose of a resume?
Convince potential employers to interview you.
Good strategies for communicating with people who speak little or no English include all the following except:
Correct their English to help them improve their language skills
You should take the following action when interacting with a patient who has a visual impairment:
Determine the extent of the person's visual impairment.
To discover the "hidden job market," you will need to:
Directly contact employers.
Which statement best describes the contents of a personal job lead log?
Documentation on paper or computerized to record job leads
Which of the following information should be included on your resume?
E-mail address
As a part of your job seeking efforts, directly calling potential employers, or "cold calling," is:
Effective if used properly, such as creating a positive impression
If you have a difficult supervisor, try all the following strategies except
Embarrass him in front of your co-workers.
The diving board approach to composing a written document is:
Enabling you to start writing when you know what you want to convey.
The best way to learn how to spell a new word in English correctly is:
Examine the word carefully. Note the syllables. Note anything strange or unusual about the word's spelling. All the options.
When you are having a bad day at work, all these strategies may be helpful except:
Expect your co-workers to understand, especially if you ignore their bad moods too.
Many people with negative attitudes toward rules:
Feel the rules do not apply to them
A helpful response to stress is:
Feeling sorry for yourself.
If an employer asks you to fill out an application form, you should:
Fill in all sections completely or write "N/A" if a question does not apply to you
When communicating with a person who has a speech impediment or impairment, you should do all the following except
Finish their sentences when they are having difficulty doing so.
The purpose of mirroring is to:
Foster empathy and understanding.
Sarah recently graduated from a medical assisting program. She previously worked for several years as a cashier at a grocery store. The best resume format for her is the:
Functional.
Appropriate topics for discussion at work with your co-workers include:
General information about your family.
Optimistic people believe all the following except:
Good things will always come to them.
People who smoke may be unaware that the smell of smoke can linger in their:
Hair. Breath. Clothes. All the options.
Which of the following would not be a trigger for bringing your personal problems to work?
Having to deal with a difficult co-worker.
Using protective wear would be used to prevent exposure to which of the following blood-borne infection:
Hepatitis C
Effective alternatives to expressing anger include all the following except:
Hold your anger in without expressing it, or "swallow" it.
All the following are appropriate questions at a career fair except:
How much should I expect to get paid there?
All the following are rational thoughts that can help alleviate anxiety except:
I should always get what I want.
What is the best method to interacting with elderly patients?
If they are not impaired or confused, treat them like any other patient.
When your supervisor requests you to do something:
If you are busy with other tasks, ask about the urgency of the request.
When should you include a cover letter with your resume when applying for a job?
Include a cover letter whenever possible
If externship, internship, fieldwork, or clinical experience was part of your training, you should:
Include it in either the work history or education section with a statement that it was part of your training.
The psychological state of "flow" is characterized by:
Involvement in a task that time seems to disappear.
The advantages of mind mapping include all the following except:
It can substitute for a written work.
If possible, answer the phone before the third ring because:
It could be an emergency.
Optimism offers all the following advantages except:
It guarantees all goals will be met and plans wills be successful
It is wise to maintain a phone log or phone notes because:
It is easy to forget whom you spoke to about what. You frequently have to transmit information. It makes it easier to be sure you made or returned all the phone calls needed. All the above.
You should be nice and courteous to your co-workers because:
It is part of being a professional and improve your workplace.
Which of the following is not true of emotional intelligence?
It is the ability to control one's emotions in the workplace setting only.
Anger is usually an ineffective response to problems at work because of all the following reasons except:
It often results in getting you what you want.
Which of the following respiratory therapy graduates would most likely benefit from using a chronological resume?
Jose has held several jobs as a hospital orderly and certified nursing assistant.
All the following are ways you can support your manager during a time of significant change at work except
Keep silent since it is your supervisor's job to manage the change.
The following action is the best way to help you regain your resiliency
Laugh
Your main goal at a job interview should be to:
Learn about the job and organization and help the employer learn about you.
The best approach to an angry caller is:
Listen and calmly ask questions.
Reading can help you speak better in all the following ways except:
Looking busy between patients.
Which of the following is not an appropriate section heading for a resume?
Marital Status
The best reason to subscribe to a research journal in your profession is:
Medical research is always advancing and reading journals is the best way to become aware of the latest technology, discoveries, and treatments in your profession
Which specialized form of language is appropriate at work?
Medical terminology.
What steps should you take when you start negative self-talk?
Notice the negative self-talk and stop it immediately.
You know you are dependable when:
Other people regard you as dependable.
All the following persons may be a part of your support system except for:
Parents. Current or former instructors. Classmates. All the options.
What are the best methods to avoid gossip at work except:
Participate as long as you did not start the gossip..
HIPAA provides for all the following patient rights except:
Patients can prevent their private health information from being sent to the patient's health insurance company for payment.
A good way to start a conversation is:
Pay a compliment.
Which method will not help you gain patience?
Pay close attention to time to make sure you meet deadlines.
All the following concepts are related except:
Pessimism
If you are a health professional, you should be aware of all the following except:
Pins and emblems representing your profession.
The key to getting the future you hope for and deserve is:
Planning for it.
A positive way to process change is to:
Prioritize action related to it.
Health professionals may gain credibility if they:
Pronounce the patient's name correctly.
The purposes of the policies and procedures manual include all the following except:
Protecting the institution in the event of a lawsuit.
Which of the following is the best example of a transferable skill an applicant could use when applying for a job in health care?
Providing good customer service
Which of the following is not a quality of a realistic optimist?
Purely optimistic.
Reframing includes all the following except:
Putting things off until you are ready to address them.
Positive responses to negative self-talk include all the following except:
Realize that it is a normal and routine party of your subconscious.
Best practices for charting include all the following except:
Record judgments made about the patients.
If you are ever asked to do anything unethical, you should:
Refuse and explain the reason why, if necessary.
Comparing yourself to other people has which of the following positive effect:
Reminding you that you may have succeeded where others have failed.
A productive approach to take towards your supervisor is:
Seek frequent contact with her.
You can increase the chances of achieving your goal by doing all the following except:
Setting the goal on January 1.
How long does it take for a new patient or co-worker to form a first impression of you?
Seven seconds.
When your supervisor criticizes some aspect of your performance:
She is doing her job and helping you improve as an employee
The greeting you use when you answer the phone:
Should be the same every single time.
All the following is true about interpersonal skills except:
Skills you should use only in difficult social situations.
All the following are advantages of electronic medical records except:
Some health care professionals are not comfortable with using electronic formats.
To preserve personal space, people in a crowded elevator will usually:
Stand as far apart from one another as possible.
When leaving a message over the telephone you should:
State your name, role, affiliation, and the time of your call, including the date. Indicate whether the message is urgent. State your telephone number slowly. All the options.
All the following contribute to low self-esteem except:`
Stepping outside of your comfort zone.
Which of the following would be a resilient response to responding emotionally to a situation?
Striving for objectivity and neutrality.
The best action you can take to increase your self-esteem is:
Surround yourself with positive people.
All the following are effective methods for improving self-esteem except:
Surrounding yourself with positive people who you can learn from.
When you are speaking to a large group, you should use eye contact to:
Sweep the audience, lingering for about 3 seconds on an individual. Stare at anyone who is causing a disturbance or acting rudely. Look away from the audience occasionally, as you would with an individual. All the options.
Which of the following would be an example of a realistic optimist?
Taking an umbrella because you notice clouds and dark skies.
Techniques for lowering anxiety that you may have learned as a child include all the following except:
Taking exams.
In health care, teams are effective for all these reasons except:
Teams can be competitive with each other.
The most effective way to use networking to learn about job leads is to:
Tell as many people as possible you are looking for a job.
Your support system can help you in all the following except:
Tell you to include information on your resume that you did not perform.
All the following are common sites for germs in a health care setting except:
The autoclave machines.
All the following activities are acceptable under HIPAA except:
The disclosure of treatment for a mental illness to prevent someone from getting a job.
Hospitals and clinics harbor lots of germs because:
The environment is exposed to bodily fluids.
A goal binder contains all the following except:
The goals your parents set for you
Which statement is true about the skill clusters created for a functional resume?
The included skills can be acquired from all kinds of experiences, both personal and work-related.
Drawbacks of using a patient's family member as an interpreter include all the following except:
The patient must approve the use of the family members as his or her interpreter.
Which of the following does not affect the way you manage your money?
The spending patterns of your siblings
Which of the following persons would be the best professional reference?
The supervisor where you completed your externship
Body language can be related to actual speech in all the following ways except:
The words you choose.
Some pessimistic people find their outlook is beneficial to them because:
They are more likely to evaluate risks realistically.
"Groupthinking" and conformity can be negative because
They automate thought and can reinforce biases
Some people are reluctant to embrace optimism for all the following reasons except:
They do not want to be happy and be successful.
An employee who is a good "fit" has all the following characteristics except:
They fit the job description.
Patients with a closed stance may be communicating all the following except:
They have questions.
Microexpressions are characterized by all the following except:
They involve squinting.
When optimists experience failure, they respond in all the following ways except:
They learn to avoid taking chances in that area of their lives.
Research shows that pessimists are subjected to all the following outcomes except:
They often set high, unrealistic goals.
Accurate and consistent medical records should help overcome all of the following types of confusion in health care except:
They paint a holistic picture of all aspects of a patient's life, including social and work history and education.
Problem employees are placed on PIPs for all the following reasons except:
This is a legal way to discriminate against people the management does not like.
A good hand-washing procedure includes all the following except:
Thoroughly scrubbing around rings and bracelets.
When is the best time to ask a reference for a letter of recommendation?
Throughout your schooling and career.
The worst way to respond to an angry co-worker is:
To become angry yourself in response.
What is the function of a 401(k) plan?
To delay paying taxes on the money you save for retirement
Using emotional intelligence is effective in all but the following situations?
To determine the best process to taking an inventory of a stockroom.
While you are a student, why is it recommended that you check the website or printed materials prepared by the professional organization of your chosen career?
To find a list of all the specific technical skills needed for employment To make contact with people who can help you when you start your job search To learn about the characteristics needed to be successful in your career All the options
The purpose of a "PIP" is:
To identify behavior and performance issues and rectify them.
The most important reason for creating an inventory of your skills and qualifications before starting your job search is:
To know what you have to offer a potential employer.
Which of the following is the best reason for starting to network with health care professionals while you are still in school?
To learn more about your field and how you can improve your chances for success
Suppose you have performed volunteer work in a local hospital. What would be the best reason for listing this on your resume?
To let employers know you already have some health care experience
The main reason for teams to have regular meetings is:
To monitor workflow, accountability, and progress toward goal achievement.
The purpose of using "power" words is:
To strengthen and highlight specific duties in your resume.
Before starting your job search, why is it important for you to understand the job market you will be searching in?
To understand the demand for your job since it may vary from one geographical location to another.
All the following are methods to overcome biases except:
Understanding that stereotyping is normal and an effective way to quickly judge people.
All the following are Universal Precautions practices except:
Using hand sanitizer between patients.
Good conversationalists are characterized by all the following except:
Using questions that can be answered by "yes" or "no."
It is appropriate to disclose private medical information about a patient
When you are having a discussion with another health professional involved in the patient's care.
When is it appropriate to address a physician by his or her first name?
When you have been given permission by the physician and when there are no patients around
Keeping in mind your supervisor's time, the most important use of the time you spend with her is:
When you need guidance or have something important to communicate.
People with an "internal locus of control" may display all the following actions except:
You allow others to make decisions for you since you find it difficult to make them.
In which of these situations does the health care professional make a poor decision?
You call a patient with the results of her pregnancy test and get her voicemail. You leave the results on her voicemail.
Benefits of establishing your profile on a professional networking site, such as LinkedIn, include all the following except:
You can chat online with your friends.
It can be difficult to stay focused when you are listening to someone because:
You can think at 500 words per minute, which is must faster than the person's speaking capacity.
Self-esteem is always fluctuating and changing due to all the following reasons except
Your character was formed at birth.
For your 401(k) plan, your employer will contribute or match up to 50% of your 6% deduction or contribution from your salary. Your salary is $40,000. How much should you contribute per year to maximize your benefits from your employer and what would be your employer's contribution?
Your contribution will be $2,400 and your employer's contribution will be $1,200.
Tone in writing can best be described as:
Your manners in writing.
The heading of your resume should include all the following except:
Your name in lower case.
Speaking correctly helps communicate all the following except:
Your regional affiliation.
What is your net salary?
Your take-home pay after deductions
Which of the following should be included on your resume?
Your telephone number
All the following are examples of stereotypes except:
a patient with minimal English language proficiency may be intelligent and fluent in other languages
An example of good personal hygiene is:
brushing your teeth twice a day
All the following are helpful steps to accepting change except:
cautiously evaluating the change to make sure you are ready for it first
Your ability to separate personal feelings from professional behavior can help minimize which negative realities of work?
conflict
The items removed from your paycheck regularly are called:
deductions
Setting goals help in all the following except:
guaranteeing success.
Which of the following personal e-mail address is not appropriate to include in a resume?
Anxiety is dangerous in health care work because:
it impairs decision making and critical thinking
Which of the following is not one of the Six Stages of Change Acceptance?
loss should never lead to anger or judgment
The best action you can take to produce positive outcomes at work is:
plan for them
The best way to manage interruptions is:
prioritize their urgency
Whether you wear your own clothes or a uniform, your clothing for work cannot be:
stained or dirty.
All the following will help you create positive expectations and more control of results except:
taking the passive approach
When making introductions, the first person who should be introduced is:
the patient or client.
Policies, regulations, and laws affecting the delivery of health care are constantly changing because:
they ensure high-quality, accessible, and affordable health care
People may lie for the following reasons except:
they want to maintain integrity
When establishing a personal budget, what should you budget for first?
transportation
A negative or ineffective response to things out of your control is:
try to change them
All the following about negative self-talk are true except:
you would readily accept it if somebody else told you the same thing
