Den 106 Final

Research shows that if you let patients talk uninterrupted for as long as they want, most patients will talk for: 10 seconds. 30-90 seconds. 10-15 minutes. Patients will talk until you interrupt them.

30-90 seconds

Organizational empathy is defined as: Providing training to employees to be empathetic. Empathy throughout the organization to better understand customers' needs. Empathy in order to only understand the needs of patients and customers. Ensuring supervisors only are empathetic.

empathy in order to only understand the needs of patients and customers

The diving board approach to composing a written document is: Taking the "plunge" and start writing aimlessly and without purpose. Using breathing techniques for writing. Preventing revisions and editing. Enabling you to start writing when you know what you want to convey.

enabling you to start writing when you know what you want to convey

The only fuel your brain can burn is: Protein. Glucose. Fiber. Fat.

glucose

All the following are examples of stereotypes except: Women exaggerate symptoms of pain. A well-dressed patient is more educated and can understand high-level medical information. Older adults do not have addiction and would not inappropriately seek narcotics. A patient with minimal English language proficiency may be intelligent and fluent in other languages.

a patient with minimal english language proficiency may be intelligent and fluent in other languages

The psychological state of "flow" is characterized by: Doing things in a step-by-step manner. Tackling tasks as they occur to you. A state of involvement in a task that makes time seem to disappear. Doing fun things.

a state of involvement in a task that makes time seem to disappear

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 of the options.

all of the options

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 of the options. Question 251 / 1 point

all of the options

The color code approach to writing reports and other longer pieces: Makes for a more visual presentation. Allows you to organize your report and group similar thoughts together. Makes your report simple to understand. Requires a color printer.

allows you to organize your report and group similar thoughts together

Transitional words: Are the same as conjunctions. Are used for writing to someone in a different age group. Are like signposts to signal logical processes to your reader. Can be eliminated without confusion.

are like signposts to signal logical proceeses to your reader

The Thomas-Kilmann Conflict Management styles include all the following except: Arguing. Avoiding. Compromising. Competing.

arguing

The best way to communicate with hearing-impaired clients is to: Raise your voice. Use an interpreter. Write your message for the client. Ask them how they prefer to communicate.

ask them how thye prefer to communicate

What actions should you take if confronted by an angry patient? Try to defuse the situation but confront the patient if he does not calm down. Chart in the patient's medical records about the patient's behavior. Be empathetic and comforting and listen and ask questions to better understand the patient's anger. Remind the patient that it is inappropriate to speak to a health professional this way.

be empathetic and comforting and listen and ask questions to better understand the patients anger

Compromise can be an effective strategy if: Most people agree. Conflict has been largely avoided. Both parties accept the decision or outcome. The safest choice is made.

both parties accept the decision or outcome

Severe anxiety can be characterized by all the following except: Phobias. Calmness. Shallow breathing and rapid heartbeat. Dread.

calmness

At the appropriate level, stress can be beneficial. This level is called the: Overload zone. Challenge zone. Performance zone. Commitment zone

challenge zone

When communicating with small children, do all the following except: Get on their level to make eye contact. Give them limited choices: "You may have this, or that." Communicate only with their parents or caretakers instead. Use short sentences with simple words.

communicate only with thier parents or caretakers instead

The main purpose of writing is to: Display your knowledge and intelligence. Document your care and your concerns. Communicate with your reader. Be logical.

communicate with your reader

Your ability to separate personal feelings from professional behavior can help minimize which negative realities of work? All of the options Constant change Conflict Lack of control

conflict

All the following are effective approaches to difficult people except: Confront the behavior, especially if they are extremely angry. Ignore the behavior. Control your own response. Discuss the problem.

confront the behavior , especially if they are extremly angry

All the following are effective nutritional tools to boost energy except for: Consuming a lot of caffeine, such as coffee and soda drinks. Avoid or limit the amount of sweets and junk food. Take a daily dose of multivitamins. Eating snacks, such as nuts and berries.

consuming a lot of caffeine such as coffe and soda drinks

Good strategies for communicating with people who speak little or no English include all the following except: Slow down the pace of your speech. Use writing rather than speaking. Use effective body language. Correct their English to help them improve their language skills.

correct their english to help them improve thier languaeg skills

The stress response triggers the release of adrenaline and cortisol, hormones that produce all the following results except: Create a sense of calm. Increase strength and stamina. Shut down digestion. Raise glucose levels.

create a sense of calm

All the following are negative consequences of chronic stress except: Immune dysfunction. Digestive disorder. Poor health. Decreased anxiety and depression.

decreased anxiety and depression

You should take the following action when interacting with a patient who has a visual impairment: Speak louder. Determine the extent of the person's visual impairment. Make eye contact. Exaggerate your body language.

determine the extent of the persons visual impairment

The best outcome for conflict at work is: Determining solutions to problems. Having somebody prevail or win. For people to be able to ignore it and move on. Having the supervisor make the final decision.

determining solutions to problems

Situational awareness can involve all the following except: Making appropriate introductions. Greeting patients when they arrive. Doing things in order or on time even if patients need to wait. Leaving enough time between appointments.

doing things in order or on time even if patients need to wait

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. Effective only if referred by your career services department. Ineffective because it may interfere with the employer's daily operations. Ineffective unless there is a job posting for a position.

effective only if refered by your career serivces departments

When communicating with a person who has a speech impediment or impairment, you should do all the following except: Ask questions that require short answers. Finish their sentences when they are having difficulty doing so. Confirm that you have heard them correctly. Not raise your voice.

finish thier sentences when they are having difficuty doing so

Ways to reduce worry include all the following except: Recognize what you cannot control and concentrate on what you can control. Focus on all your problems, regardless of how big or small. . Convert worries to concerns that have solutions. Try to put your concerns into perspective.

focus on all your problems, regarless of how big or small

All the following are good conflict management strategies except: Reframing. Referencing your personal goals and mission. Forcing your views and ideas on others. Being objective, as if you were a third-party mediator.

forcing your views and ideas on others

The purpose of mirroring is to: Mimic your partner. Use opposite or contrasting facial expressions. Destroy rapport. Foster empathy and understanding.

foster empathy and udnerstanding

Appropriate topics for discussion at work with your co-workers include: Your salary. Poor judgments you made over the weekend. General information about your family. Your religious beliefs.

general information about your family

Optimistic people believe all the following except: Bad things are temporary setbacks and have specific causes. They deserve good things. Good things will always come to them. The world is a positive, friendly place. Question 11

good things will always come to them

What should you do if you do not have time for a nutritious lunch? Hope your breakfast was good enough to get you through. Plan for an early dinner. Grab some nuts, dried fruit, or an energy bar. Insist on taking a lunch break.

grab some nuts. dried fuit or an energy bar

Which of the following would not be a trigger for bringing your personal problems to work? Having to deal with a co-worker that reminds you of a difficult relative. Having and worrying about a sick child at home and needing to be at work Having an argument with your spouse and then having to deal with an angry patient. Having to deal with a difficult co-worker.

having to deal with a difficult co-worker

Why do health professions require so much energy and persistence? The health professions require more intelligence than most other professions. The health professions are both mentally and physically demanding. Health professionals are always on their feet and never rest or sit down. Health professionals work long hours.

health professionals are always on their feet and never rest or sit down

Effective alternatives to expressing anger include all the following except: Focus on problem-solving strategies. Use active listening techniques, including asking good questions. Hold your anger in without expressing it, or "swallow" it. Use a relaxation technique like deep breathing.

hold your anger in without expressing it, or "swallow"it.

Positive statements or questions to an angry co-worker include all the following except: "Are you angry at me, or just angry?" "Can you tell me what you're angry about?" "How dare you speak to me like that." "You seem angry. What can I do to help you?"

how dare you speak to me like that

Multiculturalism can involve all the following except: Gender relationships. Difference in language spoken. How two siblings interact. Religious expression.

how two siblings interact

What is the best method to interacting with elderly patients? Speak loudly and clearly. Ask them about their distant past. If they are not impaired or confused, treat them like any other patient. Speak with the spouse or caregiver if present.

if they are not impaired or confused treat them like any other patients

Which of the following is not a good attribute for a health professional? Empathy. Emotional intelligence. Social intelligence. Impatience

impacience

The advantages of mind mapping include all the following except: It engages both your right brain and left-brain hemispheres in the writing process. Its graphic nature suggests more related thoughts and connections. It can substitute for a written work. It can help you decide how to organize a written work.

it can subsitute for a written work

Optimism offers all the following advantages except: It enables people to act proactively to affect their future. It promotes positive relationships. It guarantees all goals will be met and plans wills be successful. Longevity.

it gaurantees all goals will be met and plans will be successful

Accommodating can be a poor conflict management style because: It is characterized by politeness and civility. It may lead to the perception of your always giving in and being indecisive. It leads to poor outcomes. It involves winners and losers.

it may lead to the perception of your always giving in and being indevisive

Anger is usually an ineffective response to problems at work because of all the following reasons except: Anger does not usually correct or resolve the problem. It often results in getting you what you want. Anger poisons the atmosphere for productive problem solving. Most people regret becoming angry soon after.

it often results in getting you what you want

The following action is the best way to help you regain your resiliency: Take risks. Become emotional. Laugh. Give to charity.

laugh

All the following are benefits of diversity except for: Different groups that may bring new ideas. Increased opportunities. Increased productivity. Less languages spoken.

less languages spoken

The best approach to an angry caller is: Explain that you just answer the phone and did not cause the problem. Hang up. Listen and calmly ask questions. Transfer the caller to the person who caused the problem.

listen and calmly ask questions

Reading can help you speak better in all the following ways except: Looking busy between patients. Increasing your vocabulary. Giving you more to talk about. Building empathy skills by identifying with characters.

looking busy between patients

Which of the following is not one of the Six Stages of Change Acceptance? Recognizing that change can be disruptive and cause anxiety. Loss should never lead to anger or judgment. Determine the positive aspects of change. Embrace and integrate change into your life.

loss should never lead to anger or judgement

Organizations that do not foster trust among their employees suffer all the following except: Low morale. Turnover. Low employee compensation. Dissatisfied patients.

low employee compensation

Which specialized form of language is appropriate at work? Slang. Medical terminology. Profanity. Exaggeration.

medical terminology

The effects of too little sleep may result in all the following except: Poor decision making. Difficulty in maintaining your emotions. Mental illness. Inattention to details.

mental illness

Mirroring helps build empathy because: Many people are natural mimics. Mirroring communicates that we understand another person's emotions. People feel comfortable looking into a mirror. Mirroring does not help build empathy.

mirroring commiunicates that we understand another persons emotions

What steps should you take when you start negative self-talk? Recognize and embrace it to allow yourself improvement. Recognize that it is routine and should be incorporated into one's life. Notice the negative self-talk and stop it immediately. Use thought-stopping and allow yourself to continue.

notice the negative self-talk and stop it immediately

Skills for forming empathic relationships with patients include all the following except: Observing what they are wearing. Withholding judgment. Observing body language. Asking questions to learn more about them as individuals.

observing what they are wearing

You know you are dependable when: You regard yourself as dependable. You are rarely late for work. Other people regard you as dependable. You can be counted on most of the time.

other people regard you as dependable

When co-workers come into conflict, the most important thing to remember is: Some people just have difficult personalities. Try to get Human Resources involved. Patient care and safety is paramount. Keep calm and carry on.

patient care and saftey is paramount

hich method will not help you gain patience? Enjoy the moment and do not try to rush things. Mediate and learn breathing techniques. Try to analyze a situation before acting. Pay close attention to time to make sure you meet deadlines.

pay close attention to time to make sure you meet deadlines

All the following concepts are related except: Happiness. Positivity. Pessimism. Energy.

pessimism

To show respect toward others, you should do all the following except: Make physical contact. Be on time. Use their name when addressing them. Dress appropriately.

physical conact

The best action you can take to produce positive outcomes at work is: Ask for them. Hope for them. Plan for them. Expect them.

plan for them

A positive way to process change is to: Just let it happen. Resist it. Prioritize action related to it. Wish it weren't so.

prioritize action related to it

The best way to manage interruptions is: Prioritize their urgency. Take care of them right away. Ignore them. Close your door or put up a "Do Not Disturb" sign.

prioritize their urgency

Connecting with people can improve your energy by: Making your job more physically and emotionally demanding. Requiring you to devote more time at work by socializing. Providing social and spiritual meaning. Having you engage in conversation instead of working.

providing social and spiritual meaning

Which of the following is not a quality of a realistic optimist? Optimistic with an analytical, objective, and open-minded approach to risk-taking like a pessimist. Purely optimistic. Talk like an optimist but plan like a pessimist. Pessimistic with somewhat being open to optimism.

purely optimisitic

Reframing includes all the following except: Viewing stressors in a larger context. Looking on the bright side of problems. Putting things off until you are ready to address them. Comparing your problems to someone's who are much worse.

putting things off until you are ready to address them

Positive responses to negative self-talk include all the following except: Thought stopping. Reword negative self-talk to make it positive. See mistakes and failures as learning opportunities. Realize that it is a normal and routine part of your subconscious.

realize that it is a normal and routine part of your subconscious

Being transparent helps you build trust by: Showing others that you are empathetic. Being able to trust others. Showing your co-workers that you have good communication skills. Recognizing your weaknesses and challenges to improve.

recognizing your weaknesses and challenges to improve

Comparing yourself to other people has which of the following positive effects: The need to constantly compete and outperform your friends and co-workers. Reminding you that you may have succeeded where others have failed. Improving your confidence and self-esteem. Improving your confidence and self-esteem.

reminding you that you may have succeeded where others have failed

When confronted with bullying behavior at work, the worst thing you can do is: Respond in an angry, argumentative manner. Focus on the bully's actual behavior. Calmly present facts and reasoned analysis. Take a moment to choose your response and not get emotional.

respond in an angry, argumentative manner

All the following is true about interpersonal skills except: Skills you should use only in difficult social situations. It includes both your personality traits and your ability to manage in social situations. It includes both verbal and nonverbal communication. It is often referred to as "people skills."

skills you should use only in difficult social situations

All the following contribute to low self-esteem except: Seeking approval from others. Feeling like you have little control of your life. Stepping outside of your comfort zone. Striving for perfection.

stepping outside of your comfor zone

Which of the following would be a resilient response to responding emotionally to a situation? Accepting uncertainty and doing what you can. Looking for shades of gray in a situation. Being kind and reflective toward yourself. Striving to see obstacles as opportunities.

striving to see obstacles as opportunities

Which of the following is not an example of a building block for trust? Collaborate and show respect to your co-workers. Ask questions requiring a "yes" or a "no." Avoid interrupting or talking over your co-workers. Sympathize but do not empathize.

sympathize but do not epathize

Which of the following would be an example of a realistic optimist? Taking an umbrella because you notice clouds and dark skies. Spending all of your money on lottery tickets believing you will win. Not making reservations for a trip believing everything will work out. Failing at a task and assuming that you would.

taking an umbrella because you noticed clouds and dark skies.

All the following will help you create positive expectations and more control of results except: Plan for positive outcomes Taking the passive approach Plan for upcoming events and meetings Visualize and use your perceptual senses

taking the passive approach

Social intelligence includes all the following except: Clear communication Talkativeness Awareness and good manners Empathy.

talkativeness

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. Tell only professional contacts who work in health care. Wait until the career services department at your school introduces you to contacts. Make cold calls to health care facilities.

tell omly professional contacts who work in health care

Empathy is: The capacity to understand the emotions of another person. The ability to be detached and objective. The feeling that you are glad you don't have the other person's problems. The ability to say you feel sorry for someone.

the capacity to understand the emotions of another person

The part of the human brain most responsible for the ability to form empathy is: The medulla. The neo-cortex. The limbic system. The pituitary gland

the limbic system

Body language can be related to actual speech in all the following ways except: The pace of your speech. The words you choose. The volume of your speech. The emotions you convey in your language and tone.

the words you choose

Connections are key to managing stress. Health professionals should connect with all the following except: Nature. Their stressors. Friends. Spiritual beliefs.

their stressors

Some pessimistic people find their outlook is beneficial to them because: They are happier that way. They will always be disappointed. They are more likely to evaluate risks realistically. They do not feel they deserve good things in their lives.

they are more likely to evaluate risks realistically

Some people are reluctant to embrace optimism for all the following reasons except: They worry optimistic people are seen as foolishly hopeful. They do not want other people to regard them as a "goody two-shoes." They do not want to be happy and be successful. They do not want to be disappointed if things do not work out.

they do not want to be happy and be successful

Micro-expressions are characterized by all the following except: They are authentic. They involve squinting. They are fleeting. They are involuntary.

they involve squinting

When optimists experience failure, they respond in all the following ways except They are more likely to persevere in the face of setbacks. They see it as a temporary setback. They try to learn from the failure. They learn to avoid taking chances in that area of their lives.

they learn to avoid taking chances in that area of their lives

The worst way to respond to an angry co-worker is: To walk away from a hostile situation. To become angry yourself in response. To report the co-worker to her supervisor. To try to solve the problem.

to become angry yourself in response

Using emotional intelligence is effective in all but the following situations? To prevent emotional outbursts at work. To present a method when two co-workers are in conflict. To create a safe space for co-workers to express differing opinions. To determine the best process to taking an inventory of a stockroom.

to determine the best process to taking an inventory of a stockroom

The purpose of a "PIP" is: To identify behavior and performance issues for termination. To create a training plan to be used for all employees. To identify behavior and performance issues and rectify them. To collaborate between the employee's manager and human resources.

to identify behavior and performance issues and rectify them

The best way to respond to a patient that is difficult, angry or anxious is: To treat the patient like every other patient. To listen to the patient's concerns. To tell the patient not to be angry or anxious and to calm down. To report the patient to your supervisor.

to listen to the patients concerns

A co-worker may lie at work for all the following reasons except: Wanting to avoid blame. Avoid embarrassment. Take credit for a co-worker's idea or work. To try to be popular among his co-workers.

to try to be popular among his co-workers

A negative or ineffective response to things out of your control is: Evaluate your choices. Focus on what you can control. Recognize and accept them. Try to change them.

try to change them

All the following are effective methods of establishing a good work-life balance except: Use your commute time to mentally break from home and work. Try to complete your work tasks and then focus your attention on your home life. Look forward to going home even though there may stressors awaiting you. Try to discuss issues you are having at work with you family.

try to discuss issues you are having at work wwith your family

Among the various conflict management styles, collaborating is: An ineffective method that leads to weak decision making. A way to minimize outspoken or opinionated people. Usually the optimal style. Difficult because it requires everyone to agree.

usually the optimal style

While you are listening to someone speak, you should: Wait for a pause before you speak. Interrupt when you hear something you want to follow up on. Formulate your response. Refrain from using body language.

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. Determining the nature of the emergency. Calmly collecting basic information like name, location, and contact information. Deciding which kind of response would be most helpful.

walking the caller through an appropriate medical respone or tretment

Besides traditional exercise, these forms of activities can reduce stress except for: Dance. Sports. Watching a movie. Yoga.

watching a movie

The right amount of exercise: Will tire you out. Should be taken in the evening. Will energize you. Should be taken in the morning.

will energize you

All the following about negative self-talk are true except: It is a bad habit. You would readily accept it if somebody else told you the same thing. It will torment you unless you challenge it. You can change it.

you would readily accept itiif somebody else told you the same thing

Speaking correctly helps communicate all the following except: Your professionalism. Your knowledge. Your intelligence. Your regional affiliation.

your regional affiliation