Chapter 4

Which of the following is not the role of the medical assistant in communicating with patients? a) Advising b) Listening c) Observing d) Responding

a) Advising

Which aspect of our communication is most likely to convey our true feelings and beliefs? a) Nonverbal communication b) Verbal communication c) The way we verbalize a phrase or word d) Spoken words only

a) Nonverbal communication

The perception of the receiver in communication is important. a) True b) False

a) True

Which of the following is true about most patients? a) They do not want to follow the physician's instructions. b) They have unrealistic expectations for their recovery. c) They have no medical background and need to have medical terms explained. d) They understand all the medical terms used in the physician's office.

c) They have no medical background and need to have medical terms explained.

Which is not likely to be one of the factors that influence the first impression we make on others? a) What we say b) What we do c) What we think d) How we look

c) What we think

A standard mental picture that is held in common by members of a group and that represents an oversimplified opinion, prejudiced attitude, or uncritical judgment is called a) language. b) perception. c) a stereotype. d) a multicultural issue.

c) a stereotype.

The principal reason for requesting feedback when communicating with patients is to determine whether they a) have a vision problem. b) are cooperative. c) understand what is being said. d) are mentally alert.

c) understand what is being said.

Being in agreement or harmony or conforming to the circumstances or requirements of a situation is said to be ____________.

congruent

Verbal expressions or body language, such as a nod of understanding, are called a) internal noise. b) external noise. c) channels. d) feedback.

d) feedback.

____________ communications are usually most accurate.

nonverbal

The __________ formed in the early moments of meeting someone remain in our thoughts long after the first words are spoken.

opinions

Active listening is the skill of _____________ and clarifying what the speaker has said.

paraphrasing

Patients from other countries and cultures may need extra time to understand what is being said to them. a) True b) False

a) True

Even when two people are speaking at the same time, various channels of communication are used, such as a) words. b) body language. c) facial expressions. d) All of the above

d) All of the Above

Which of the following strategies could be used to help school-aged children gain a sense of control during the health visit? a) Give them the opportunity to make certain decisions about treatment b) Respect their privacy c) Keep them informed in a language they can understand d) Encourage them to ask questions e) All of the above

a) Give them the opportunity to make certain decisions about treatment

In the linear communication model, which of the following encodes the message? a) Sender b) Receiver c) Feedback d) None of the above

a) Sender

Which statement is false with regard to the interpretation of gestures and body language that you may encounter among the patients in a medical setting? a) They are less significant than verbal communication. b) They vary widely in meaning. c) Knowledge of them will influence patient relations. d) They may require special accommodations.

a) They are less significant than verbal communication.

Calming patients' fears and concerns is a part of the medical assistant's job description. a) True b) False

a) True

Paraphrasing is listening to what the sender is communicating, analyzing the words, and then restating them to confirm that the receiver has understood the message as the sender intended it. a) True b) False

a) True

The stage in Maslow's hierarchy of needs in which we maximize our potential is a) self-actualization. b) esteem and recognition. c) love and belonging. d) safety and security.

a) self-actualization.

When educating the patient, the medical assistant should have a professional ____________ of concern and helpfulness.

attitude

Our verbal actions are learned behaviors that are greatly influenced by our family and cultural backgrounds. The body naturally expresses our true feelings; in fact, experts say that more than 80% of communication is nonverbal. a) Both statements are true. b) Both statements are false. c) The first statement is true; the second is false. d) The first statement is false; the second is true.

b) Both statements are false.

The second level of Maslow's "hierarchy of needs" deals with self-esteem. a) True b) False

b) False

In which of the following situations is it important to use more descriptive language when communicating? a) Patient with diminished hearing b) Patient with a visual disturbance c) Non-English-speaking patient d) Adolescent patients

b) Patient with a visual disturbance

Which of the following involves repeating the main idea of the conversation while also identifying the sender's feelings? a) Restatement b) Reflection c) Clarification d) Listening

b) Reflection

Some stereotypes are unavoidable. a) True b) False

b) false

"Don't worry, I'm sure everything will be fine" is an example of a) giving advice. b) providing unwarranted assurance. c) reflective response. d) talking too much.

b) providing unwarranted assurance.

It is always helpful to have a(n) ____________ staff member to communicate with patients who speak another language.

bilingual

Which of the following is an example of an open-ended question? a) What is the name of your insurance carrier? b) What is your date of birth? c) How have you been getting along? d) What pharmacy do you prefer?

c) How have you been getting along?

Which of the following is the most common communication error in patient care? a) Providing unwarranted assurance b) Giving advice c) Using medical terminology d) Using leading questions e) Talking too much

c) Using medical terminology

Which of the following can be overcome with facts about the source of social bias? a) Prejudice b) Stereotyping c) Highly abrasive patients d) Both A and B e) All of the above

d) Both A and B

4. What is the first step in avoiding prejudice when dealing with individuals? a) Do not judge people by their appearance or lifestyle. b) Do not react negatively toward others. c) Treat all people with equal respect. d) Honestly examine and evaluate your own personal prejudices.

d) Honestly examine and evaluate your own personal prejudices.

In Maslow's hierarchy of needs, the fourth level relates to which of the following? a) Social needs for love b) Self-actualization c) Safety d) Self-esteem e) Physical well-being

d) Self-esteem

The principal message you will give an American patient if you avoid eye contact while communicating is that you a) are angry. b) are in a hurry. c) do not understand what the patient is saying. d) are not telling the truth.

d) are not telling the truth.

The needs we have as humans, at the most basic level, include a) esteem and recognition. b) love. c) safety. d) food and shelter.

d) food and shelter.

When a message is ___________, it is converted into intelligible form.

decoded

Which of the following can be a channel in linear communication? a) Spoken word b) Written message c) Body language d) E-mail message e) All of the above

e) All of the above

Obtaining ___________ from patients helps medical assistants understand and better interpret patients' medical problems, so that they can be accurately conveyed to the physician.

feedback

An innovative approach to plan, deliver, and evaluate healthcare that is grounded in mutually beneficial partnerships among healthcare providers, patients, and families is called _____________________.

patient-centered care