Medical Assisting - Chapter 4
Mrs. Underwood is in your office for a follow-up on injuries she received in an automobile accident in which her husband was killed. She is visibly upset and sits on the edge of the examination table, crying quietly. You need to find out how her physical wounds are healing and how much pain she is in. Which of the following statements would be your best choice for opening the conversation? 1) "Mrs. Underwood, I need you to stop crying now so the doctor can examine you." 2) "Is there something you'd like to talk about?" 3) "Now, Mrs. Underwood, it can't be that bad." 4) "Please tell me how the accident occurred." 5) "Don't worry, Mrs. Underwood, everything will be okay."
"Is there something you'd like to talk about?"
Caroline and Nichole work together in the busy reception area of an outpatient clinic. It seems to Caroline that Nichole is constantly complaining about something. The patients are rude, the doctors are cranky, the clinic's medical assistant is arrogant...Nichole seems to find something negative to say about everyone. One day in the break room, Nichole says to Caroline, "I don't know how Dr. Noya keeps his job. Do you know what he did yesterday?" Which of the following would be Caroline's best response? 1) "Many of the patients refuse to be seen by Dr. Noya." 2) "Yes, I heard. I can't believe all the mistakes he has made." 3) "No. By the way, did you see that PBS special last night on healthcare?" 4) "I think the clinic is getting ready to fire him." 5) "No, tell me-what happened?"
"No. By the way, did you see that PBS special last night on healthcare?"
In which of the following examples does the medical assistant demonstrate positive communication? 1) "This injection is going to hurt." 2) "I've answered all the questions I have time to answer." 3) "I'm sorry you are on the lunch hour, because you may have to wait to see the doctor." 4) "I can't answer that question." 5) "This paperwork won't take long at all."
"This paperwork won't take long at all."
How much personal space do people typically use in a personal conversation? 1) 5 to 7 ft 2) 8 to 10 ft 3) No special distance 4) 10 to 12 ft 5) 1 to 4 ft
1 to 4 ft
What percent of the LGBTQ youth in America feel they are not accepted by their families? 1) 50% 2) 20% 3) 42% 4) 26%
26%
How much personal space do people require in most social situations? 1) 10 to 20 ft 2) 4 to 12 ft 3) 1 to 2 ft 4) 3 to 6 ft 5) 6 to 15 ft
4 to 12 ft
What percent of the LGBTQ youths in America state they do not feel accepted by their community? 1) 26% 2) 42% 3) 50% 4) 20%
42%
Select all that are examples of nonverbal communication. 1) A hug 2) Touch on the shoulder 3) Touch on the back of the hand 4) Saying hello
A hug Touch on the shoulder Touch on the back of the hand
Two-way communication that involves offering feedback or asking questions is known as which type of listening? 1) Therapeutic 2) Passive 3) Active 4) Nonverbal
Active
Which of the following is two-way communication, such as offering feedback or asking questions? 1) Closed posture 2) Passive listening 3) Open posture 4) Active listening
Active listening
Which of the following stages represents an individual who is 13 years old? 1) Adolescent 2) School age 3) Young adult
Adolescent
Imposing one's position on others or trying to manipulate them is known as being 1) Reassuring. 2) Aggressive. 3) Genuine. 4) Assertive.
Aggressive
Match the interpersonal communications terms with their definitions.
Aggressive - Attempting to impose your position on others or to manipulate them Assertive - Trusting your instincts, feelings, and opinions and acting on them Empathy - Process of identifying with someone else's feelings Conflict - Friction in the workplace that can result from opposition of ideas or difference in personalities
Identify the examples of physiological needs. 1) Air 2) Acceptance 3) Food 4) Water 5) Attention
Air Food Water
A medical assistant who stands facing the patient and holds her arms at her side while she converses with the patient is demonstrating ______. 1) An open posture 2) Passive listening 3) Aggressiveness 4) An anxious feeling 5) Assertiveness
An open posture
Which of the following are required to communicate effectively with AIDS and HIV patients? 1) Answering as many questions as possible 2) Reminding them of the social stigma associated with the disease 3) Giving accurate information about the disease 4) Making an assumption of the risks
Answering as many questions as possible Giving accurate information about the disease
The "white-coat syndrome" usually leads to which patient reaction? 1) Relaxed 2) Ambivalent 3) Anxious 4) Confused 5) Angry
Anxious
Which of the following is an example of a roadblock to therapeutic communication? 1) Empathy 2) Being silent 3) Active listening 4) Assertiveness 5) Approval
Approval
Identify the examples of aggressive behavior. 1) Listening to a co-worker's opinion 2) Arguing about the right way to do something 3) Doing as instructed 4) Bossing others around
Arguing about the right way to do something Bossing others around
The most effective way to asses whether you are communicating negatively is to ______. 1) Avoid looking at the patient 2) Read the policy manual 3) Ask for feedback 4) Use good body language 5) Realize that communication is a perception
Ask for feedback
What should be done when patients bring friends or family members to the office? 1) Ask patients if they want their guests to accompany them to the exam room 2) Do not acknowledge guests 3) Do not inform guests of patients' progress even when directed to do so by the patient 4) Invite guests to the exam room with patients
Ask patients if they want their guests to accompany them to the exam room
The most appropriate way to deal with a family member who accompanies a patient to an appointment is to ______. 1) Insist that the family member leave the office 2) Refuse to talk to the family member 3) Ask the patient if the family member should accompany him or her to the examination room 4) Ask the family member if he or she wants to accompany the patient to the examination room 5) Tell the family member that it is inappropriate for them to accompany the patient
Ask the patient if the family member should accompany him or her to the examination room
Which of the following are appropriate when patients bring friends or family members to the office? 1) Assume that the patients want the guests with them at all times. 2) Ignore the guests and communicate only with the patients. 3) Ask the patients if they want the guests to accompany them to the exam room. 4) Communicate with the guests as you do with the patients.
Ask the patients if they want the guests to accompany them to the exam room. Communicate with the guests as you do with the patients.
Which of the following is am example of positive communication? 1) Treating all patients the same 2) Asking a patient to repeat your instructions 3) Leaving the room when a patient becomes angry 4) Interrupting a patient when he does not understand 5) Informing patients when you cannot spend any more time with them
Asking a patient to repeat your instructions
A professional who is firm and stands up for himself or herself while still showing respect for others is ______. 1) Assertive 2) Genuine 3) Aggressive 4) Abrasive 5) Friendly
Assertive
A medical assistant sees a patient looking uneasy and responds, "You look concerned. How can I help you feel more comfortable?" This is an example of which type of skill? 1) Genuineness 2) Self-assurance 3) Nonassertiveness 4) Aggressiveness 5) Assertiveness
Assertiveness
Which of the following behaviors helps prevent conflict and improve communication among coworkers? 1) Criticize your supervisor only when she is not present 2) Support a coworker's feelings even if they are negative 3) Leave a coworker alone if he or she is having a bad day 4) Draw a conclusion instead of asking for clarification 5) Avoid participating in gossip
Avoid participating in gossip
Which of the following is NOT a form of positive communication? 1) Avoiding eye contact 2) Speaking slowly 3) Asking patients to repeat your instructions 4) Smiling
Avoiding eye contact
Sam, a coworker, has been making personal comments to you that make you feel uncomfortable. At first, he just made an occasional remark about how nice you look, but recently, the remarks and the personal nature of the remarks have increased. What action should you take? 1) Be assertive but diplomatic with Sam and tell him his comments are inappropriate 2) Request a transfer to another office 3) Ignore Sam's comments, because acknowledging them will "add fuel to the fire" 4) Request to work a different shift to avoid Sam altogether 5) Ask Sam to request a transfer to another office
Be assertive but diplomatic with Sam and tell him his comments are inappropriate
When offering an interpretive services for patients, what is one requirement the interpreter needs to have? 1) Be certified in Medicare 2) Be able to read 3) Be a relative for privacy matters 4) Be medically trained
Be medically trained
What should all members of the healthcare team do to let LGBTQ patients feel comfortable? 1) Be respectful 2) Be compassionate 3) Be sympathetic 4) Be judgmental 5) Be aggressive
Be respectful Be compassionate Be sympathetic
What are examples of being assertive? 1) Being open 2) Being direct 3) Being honest 4) Being bossy
Being open Being direct Being honest
Identify the examples of positive communication. 1) Being warm, friendly, and attentive 2) Treating a patient rudely 3) Discouraging questions from a patient 4) Verbalizing concern
Being warm, friendly, and attentive Verbalizing concern
Match the interpersonal communication key terms with their definitions.
Body language - Facial expressions, posture, eye contact, touch, and attention to personal space Interpersonal skills - Skills used when interacting with people Closed posture - Conveys the feeling of being not totally receptive to what is being said Open posture - Conveys a feeling of receptiveness and friendliness
When the physician explains that Cherise needs surgery, she says, "I'm okay with that." She is sitting with her arms folded across her chest and is avoiding eye contact with the physician. When the physician asks if she is sure, Cherise says, "Yeah, yeah, it's okay," but she is frowning. This is an example of ______. 1) Body language that indicates one's true feelings 2) Verbal communication that confirms body language 3) A patient who is looking forward to surgery 4) A patient who is being honest about her feelings 5) A patient who understands the instructions given
Body language that indicates one's true feelings
Which of the following are characteristics of aggressive behavior? 1) Chooses for others 2) Indirect 3) Emotionally dishonest 4) Confident and self-respecting 5) Emotionally honest at the expense of another
Chooses for others Emotionally honest at the expense of another
Which of the following is the same as a hierarchy? 1) Justification 2) Disorganization 3) Classification 4) Falsification
Classification
A person who is leaning back in his chair with his arms folded across his chest is displaying ______. 1) Closed posture 2) Boredom 3) Active listening 4) Personal space 5) Relaxation
Closed posture
A position that conveys the feeling of not being totally receptive to what is being said; arms are often rigid or folded across the chest. 1) Verbal communication 2) Open posture 3) Eye contact 4) Closed posture
Closed posture
Communication style adjustment is in order for a medical assistant to effectively _____________ with patients. 1) Communicate 2) Find needs 3) Connect 4) Relate
Communicate
______ can affect the quality of your relationships with your supervisor or manager. 1) Boundaries 2) Rapport 3) Empathy 4) Communication
Communication
When you understand why a person is behaving in a certain way, you can adjust your __________ ______ to adapt to that person. 1) Communication style 2) Human behavior 3) Life cycle 4) Life stage
Communication style
Behavior and emotional disorders are often not met with the same _________ as other medical illnesses. 1) Compassion 2) Diagnosis 3) Treatments 4) Communication
Compassion
Match the defense mechanisms with their definitions.
Compensation - Overemphasizing a trait to make up for a failing Dissociation - Disconnecting emotional significance from specific ideas or events Denial - Unconsciously attempting to reject unacceptable feelings, needs, thoughts, wishes, or external reality factors Displacement - The unconscious transfer of unacceptable desires, feelings, or thoughts from the self to a more acceptable external substitute
______ is counterproductive to the efficiency of an office. 1) Mutual trust 2) Teamwork 3) Conflict 4) Cohesiveness 5) Asking questions
Conflict
What is an effective tool for communicating with patients with AIDS or HIV? 1) Defer questions to a counselor 2) Convey accurate information about the disease and its risks 3) Avoid discussing patients' fears and concerns 4) Make patients aware of the social stigma they may face
Convey accurate information about the disease and its risks
In the medical field, patients with different ______ backgrounds may have different attitudes, perceptions, and expectations toward health and illness. 1) Cultural 2) Financial 3) Travel 4) Security
Cultural
Which of the following can be barriers or challenges to effective communication? 1) Cultural differences 2) Anger 3) Demonstrating understanding 4) Repeating information back 5) Anxiety 6) Certain impairments
Cultural differences Anger Anxiety Certain impairments
Place Kubler-Ross's stages of dying in their usual order of progression, with the first stage on top.
Denial Anger Bargaining Depression Acceptance
Match the Kubler-Ross stages of dying with their descriptions.
Denial - The patient experiences a period of disbelief. Anger - The patient may display temper tantrums and fits of rage. Bargaining - The patient attempts to make deals with physicians, clergy, or family members. Depression - The patient experiences withdrawal, lethargy, and sobbing. Acceptance - The patient begins making arrangements, such as funeral or burial requests.
When one patient expresses pain very emotionally, and another patient refuses to admit she has any pain but is grimacing, this may illustrate ______. 1) That one patient is strong and the other is weak 2) That one patient is taking the prescribed medication and the other is not 3) That one patient is looking for sympathy 4) Different cultural beliefs 5) An underlying psychological problem
Different cultural beliefs
Anger can be a reaction to ______________. 1) Progress 2) Disappointment 3) Rejection 4) Frustration
Disappointment Rejection Frustration
Patients and their families recovering or seeking treatment for substance abuse deserve: 1) Discretion 2) Compassion 3) Respect 4) Wariness 5) Mistrust
Discretion Compassion Respect
Magda receives a memo from her supervisor explaining that starting next month, the clinic will be open on Saturday mornings and will remain open until 7 PM on Tuesdays and Thursdays. The attached work schedule shows that Magda is scheduled to work from 11 AM to 7 PM on Thursdays. However, Magda has a class on Tuesday and Thursday nights. What should Magda do? 1) Express her anger to a coworker 2) Ask several coworkers to see what they think about the schedule changes 3) Discuss her concerns with her supervisor 4) Display an attitude of acceptance, even though it will mean missing half of her classes 5) Write a memo to her supervisor refusing to work the new hours
Discuss her concerns with her supervisor
Identify the types of defense mechanisms. 1) Displacement 2) Identification 3) Compensation 4) Probing 5) Advising
Displacement Identification Compensation
Noise is anything that ______ a message or interferes with the communication process. 1) Distorts 2) Quiets 3) Enhances 4) Amplifies
Distorts
Which of the following are characteristics of assertive behavior? 1) Self-denying 2) Indirect 3) Emotionally honest 4) Direct
Emotionally honest Direct
The process of identifying with someone else's feelings is 1) Respect. 2) Consideration. 3) Sympathy. 4) Empathy.
Empathy
Identify the effective techniques for communicating with co-workers. 1) Empathy 2) Active listening 3) Respect 4) Aggressiveness 5) Negative body language
Empathy Active listening Respect
Which of the following is an example of reaching self-actualization? 1) Finding a creative solution to a problem 2) Erecting a tent during a camping trip 3) Enjoying their job 4) Getting a good night's sleep
Enjoying their job
According to Maslow, the needs to feel respected and important and to have worthiness to society are called ______ needs. 1) Esteem 2) Actualization 3) Basic 4) Love
Esteem
What is an important part of positive communication? 1) Posture 2) Eye contact 3) Closed posture 4) Empathy
Eye contact
Identify the forms of nonverbal communication. 1) Discussion 2) Questions 3) Eye contact 4) Facial expressions 5) Posture
Eye contact Facial expressions Posture
What is the most expressive part of your body? 1) Hands 2) Face 3) Shoulders 4) Eyes
Face
Which of the following is an example of open posture? 1) Facing a person 2) Turning away from a person 3) Crossing your arms 4) Leaning back in the chair
Facing a person
Facial expressions can serve as: 1) Receiving the message 2) Feedback 3) Verbal communication 4) Positive communication
Feedback
In the communication circle, what is the response to the message by the receiver called? 1) Feedback 2) Exchange 3) Noise 4) Reply 5) Source
Feedback
Verbal and nonverbal evidence that a message was received and understood is known as which of the following? 1) Message 2) Source 3) Feedback 4) Noise
Feedback
What does society feel those with a behavioral disorder should be able to do? 1) Find a job 2) Adapt to social needs 3) Fix themselves 4) Take medications
Fix themselves
Identify an example of closed posture. 1) Folding your arms 2) Putting your arms in your lap 3) Facing a person 4) Leaning toward a person
Folding your arms
Which of the following is an example of negative communication? 1) Encouraging the patient to ask questions 2) Looking directly at the patient when speaking 3) Speaking slowly 4) Forgetting to say thank you 5) Speaking assertively
Forgetting to say thank you
Identify the examples of good interpersonal skills. 1) Friendliness 2) Sensitivity 3) Aggression 4) Empathy 5) Disrespect
Friendliness Sensitivity Empathy
What is a common reaction of patients who have acquired immunodeficiency syndrome (AIDS)? 1) Acceptance 2) Indifference 3) Assertive behavior 4) Aggressive behavior 5) Guilt
Guilt
Which of the following best describes rapport? 1) Having a harmonious, positive relationship 2) Having a tense relationship 3) Protecting yourself 4) Identifying with someone else's feelings
Having a harmonious, positive relationship
Which of the following is an example of nonverbal feedback? 1) Blank stare 2) Noisy surroundings 3) Head nod 4) Responding yes or no
Head nod
The medical assistant's goal for working with angry patients is to ______. 1) Tell them the consequences of their angry behavior 2) Get them out of the office as quickly as possible 3) Help them refocus emotional energy toward solving the problem 4) Confront them with their inappropriate behavior 5) Avoid allowing them to discuss their anger
Help them refocus emotional energy toward solving the problem
When working and communicating with patients, it is important to remember the _______ to anticipate what need a patient is deficient in. 1) Human needs cycle 2) Sender/receiver process 3) Hierarchy of human needs 4) Holistic approach
Hierarchy of human needs
Which of the following is the area of medicine that works with terminally ill patients and their families? 1) Cardiology 2) Obstetrics 3) Emergency room 4) Hospice
Hospice
Working to help patients feel attended to and respected as individuals is an example of being ________. 1) Realistic 2) Futuristic 3) Humanistic 4) Holistic
Humanistic
Which of the following can be a sign or symptom of an anxious patient? 1) Slower breathing rate 2) Positive attitude 3) Increased blood pressure 4) Relaxed body posture
Increased blood pressure
Signs of anxiety include ______. 1) Calm attitude and cheerful smile 2) Decrease in pulse and breathing 3) Increased blood pressure and sweaty palms 4) Quietness and relaxed appearance 5) Passiveness and drowsiness
Increased blood pressure and sweaty palms
Minimizing someone's feelings is an example of which type of communication? 1) Assertive behavior 2) Nonverbal communication 3) Ineffective therapeutic communication 4) Effective therapeutic communication
Ineffective therapeutic communication
If a medical assistant develops good ______ skills, communicating with patients will not be difficult. 1) Clinical 2) Interpersonal 3) Administrative 4) Soft
Interpersonal
An example of active listening is ______. 1) Attending a live jazz performance 2) Interviewing a patient 3) Observing two children fighting 4) Watching a television program 5) Setting in a lecture presentation
Interviewing a patient
Identify the examples of cultural differences. 1) It may be inappropriate to suggest making a will for dying patients. 2) Patients may be wary of treatments that are so different from what they are accustomed to. 3) A patient believes a temperature of 101 to be within the normal range. 4) A patient chooses to see an alternative healer before seeing a doctor.
It may be inappropriate to suggest making a will for dying patients. Patients may be wary of treatments that are so different from what they are accustomed to. A patient chooses to see an alternative healer before seeing a doctor.
Identify the examples of love/belonging needs, according to Maslow. 1) Joining a church 2) Having a family 3) Setting goals 4) Having a home 5) Belonging to a club
Joining a church Having a family Belonging to a club
Which is the following is the best policy when communicating with your direct supervisor? 1) Politely decline to perform tasks that are not in your job description, even if they are within your scope of practice 2) Avoid asking questions 3) Interrupt your supervisor each time you have a question 4) Keep your supervisor informed 5) Never take the initiative to offer a suggestion
Keep your supervisor informed
What are ways to keep good communication with your direct supervisor? 1) Keep your supervisor informed. 2) Ask questions. 3) Do not do extra work unless asked. 4) Minimize interruptions. 5) Share personal stories
Keep your supervisor informed. Ask questions. Minimize interruptions.
Which of the following is an example of passive listening? 1) Participating in an educational lecture 2) Intervening in an interaction between two people 3) Asking questions of the person who is speaking 4) Responding to a comment 5) Listening to a news program on the radio
Listening to a news program on the radio
Which of the following is the best example of passive listening? 1) Debating a topic with a coworker 2) Talking on the phone with a patient 3) Interviewing a patient about his health history 4) Listening to the news on the radio
Listening to the news on the radio
According to Maslow, which of the following is the need to be accepted by others, to belong to a group? 1) Esteem 2) Safety 3) Self-actualization 4) Love
Love
Which of the following are examples of effective therapeutic communication techniques? 1) Disapproving 2) Reassuring 3) Making observations 4) Being silent 5) Accepting
Making observations Being silent Accepting
It is the responsibility of the ______ to set the stage for positive communication with a patient. 1) Physician assistant 2) Nurse 3) Patient 4) Medical assistant 5) Physician
Medical assistant
Identify the ineffective therapeutic communication techniques. 1) Minimizing 2) Disapproving 3) Accepting 4) Giving recognition 5) Reassuring
Minimizing Disapproving Reassuring
When interacting with patients of other cultures or ethnic groups, ______. 1) Assume that they, have the same attitude toward healthcare as you do 2) Never try to speak their language 3) Never make value judgments 4) Insist that they accept your point of view 5) Avoid involving family members
Never make value judgments
Anything that distorts the message in any way or interferes with the communication process is called ______. 1) Rapport 2) Passive listening 3) Timing 4) Body language 5) Noise
Noise
Anything that distorts a message or interferes with the communication process is known as 1) Roadblocks. 2) Static. 3) Feedback. 4) Noise.
Noise.
Body language is an example of ______. 1) Verbal communication 2) Interpersonal skills 3) Nonverbal communication 4) Empathy 5) Personal space
Nonverbal communication
Facial expression, eye contact, posture, touch, and attention to personal space are examples of which of the following? 1) Active listening 2) Passive listening 3) Nonverbal communication 4) Verbal communication
Nonverbal communication
The best way to deal with a coworker who is having a bad day is to ______. 1) Report your coworker's bad attitude to your supervisor 2) Stay out of the coworker's way 3) Offer to pitch in and help 4) Avoid asking the coworker what is wrong 5) Interact only as necessary with the coworker
Offer to pitch in and help
During the communication process, posture can usually be described as either _______. 1) Direct or indirect 2) Vertical or horizontal 3) Appropriate or inappropriate 4) Open or closed 5) Straight or bent
Open or closed
Which of the following conveys a feeling of receptiveness and friendliness? 1) Crossed arm posture 2) Nonverbal communication 3) Open posture 4) Closed posture
Open posture
A good way to avoid negative communication is to ______. 1) Keep to the task at hand 2) Open your eyes and ears to others 3) Interrupt patients if they are bringing up a different topic 4) Treat patients impersonally
Open your eyes and ears to others
Accepting others and not being biased for or against them is called ______. 1) Empathy 2) Openness 3) Assertiveness 4) Listening 5) Respect
Openness
Being willing to listen to and consider others' viewpoints and concerns and being receptive to their needs is: 1) Consideration 2) Respect 3) Openness 4) Genuineness
Openness
Identify the sources of conflict in the workplace. 1) Opposition of opinions 2) Difference in personalities 3) Being personable and supportive 4) Mutual respect between staff members
Opposition of opinions Difference in personalities
"Women are bad at math" and "Men don't know how to communicate" are examples of ______. 1) Icebreakers to help relax a patient 2) Passing judgment and stereotyping 3) Recognizing the need to have someone else perform a service 4) Being tolerant of each other's handicaps 5) Realizing one's own limitations
Passing judgment and stereotyping
Hearing what a person has to say without the need to reply is: 1) Active listening 2) Passive listening 3) Therapeutic listening 4) Inactive listening
Passive listening
When an interpreter is used to assist with communication, the medical assistant should look at the _____ during communication. 1) Interpreter 2) Physician 3) Patient 4) Floor
Patient
The area that surrounds an individual is known as ______ space. 1) Happiness 2) Fitness 3) Personal 4) Comfort
Personal
Humans' very basic needs, such as air, water, food, and sleep, are known as what? 1) Physiological needs 2) Self-actualization 3) Safety needs 4) Esteem needs
Physiological needs
Which of the needs represented on Maslow's hierarchy of needs chart could cause a person to become ill if these needs are not satisfied? 1) Esteem needs 2) Belonging needs 3) Physiological needs 4) Love needs 5) Safety needs
Physiological needs
Having the proper attitude when communicating with co-workers also means being: 1) Positive 2) Aggressive 3) Passive 4) Negative
Positive
The need to realize one's full ______ is self-actualization. 1) Weakness 2) Education 3) Potential 4) Salary
Potential
Positive communication can help develop a harmonious, positive relationship with coworkers. This relationship is also known as ______. 1) Rapport 2) Feedback 3) Personal space 4) Homeostasis 5) Empathy
Rapport
Which of the following types of communication indicates to the patient that there is no need for anxiety or worry? 1) Building 2) Reassuring 3) Summarizing 4) Disapproving
Reassuring
Which of the following types of communication indicates to the patient that there is no need for anxiety or worry? 1) Reassuring 2) Disapproving 3) Summarizing 4) Building
Reassuring
What element is missing from the communication circle in the figure? 1) Interference 2) Body language 3) Personal space 4) Receiver 5) Feedback
Receiver
Which of the following are examples of self-esteem. Receiving positive attention from a teacher Existing in a safe environment Belonging to a work group Receiving recognition from a supervisor
Receiving positive attention from a teacher Receiving recognition from a supervisor
Identify the examples of empathy. 1) Relating to a patient's anxiety about a procedure 2) Telling a patient you don't know how something feels 3) Telling a patient everything will be OK 4) Acknowledging the severity of a patient's pain
Relating to a patient's anxiety about a procedure Acknowledging the severity of a patient's pain
Identify the examples of empathy. 1) Telling a patient you don't know how something feels 2) Telling a patient everything will be OK 3) Relating to a patient's anxiety about a procedure 4) Acknowledging the severity of a patient's pain
Relating to a patient's anxiety about a procedure Acknowledging the severity of a patient's pain
A medical assistant shows ______ when she acknowledges a patient's wishes without passing judgment. 1) Respect 2) Reassurance 3) Sympathy 4) Rapport 5) Genuineness
Respect
Basic needs such as security, shelter, and a safe environment are considered ______ needs. 1) Esteem 2) Self-actualization 3) Love/belonging 4) Safety
Safety
Identify the examples of deficiency needs, according to Maslow. 1) Safety 2) Love/belonging 3) Self-Actualization 4) Esteem 5) Physiological needs
Safety Love/belonging Esteem Physiological needs
According to Maslow, going to college to get a degree and graduating first in your class is an example of which of the following? 1) Love needs 2) Self-actualization 3) Safety needs 4) Initiative
Self-actualization
Individuals who have a fulfilling career and a balanced personal life have usually reached which level of Maslow's hierarchy? 1) Safety needs 2) Love/belonging needs 3) Self-actualization 4) Physiological needs 5) Deficiency needs
Self-actualization
Which of the following terms means to find self-fulfillment and realize one's own potential? 1) Homeostasis 2) Self-actualization 3) Deficiency needs 4) Physiological needs
Self-actualization
Beginning with the highest level of need on top and the most basic need on the bottom, list Maslow's hierarchy of needs in order, with the most basic need on bottom and most advanced need at the top.
Self-actualization Esteem needs Love/belonging needs Safety needs Physiological needs
Identify the reasons that patients develop unconscious defense mechanisms. 1) Shame 2) Anxiety 3) Guilt 4) Happiness
Shame Anxiety Guilt
A medical assistant who does not intrude on a patient's personal space is ______. 1) Being rude and inconsiderate 2) Showing respect for the patient's feelings 3) Unlikely to get true answers from the patient 4) Avoiding dealing with the situation 5) Feeling uncomfortable with the patient
Showing respect for the patient's feelings
What is NOT part of the communication cycle? 1) Feedback 2) Soft skills 3) Receiving information 4) Giving information
Soft skills
Identify the characteristics of therapeutic communication. 1) Speaking to patients using complex medical terminology 2) Making patients feel uncomfortable with what is happening 3) Speaking to patients in terms they understand 4) Communicating with team members in technical terms
Speaking to patients in terms they understand Communicating with team members in technical terms
A negative statement about the specific traits of a group that is applied unfairly to an entire population is known as 1) Culture 2) Judgment 3) Generalization 4) Stereotyping
Stereotyping
Which of the following is a negative statement about the specific traits of a group that is applied unfairly to an entire population? 1) Value 2) Stereotyping 3) Generalization 4) Culture
Stereotyping
What should the healthcare professional do when faced with patients from cultures with different behaviors, traditions, and values than his or her own? 1) Avoid trying to understand their culture 2) Get someone from a similar culture to care for the patient 3) Teach the patient acceptable behaviors in your culture 4) Strive to understand and be tolerant of them 5) Recognize that other cultures are inferior
Strive to understand and be tolerant of them
Which of the following are nonverbal signs of an anxious patient? 1) Sweaty palms 2) Calm demeanor 3) Irritability 4) Increased blood pressure and pulse 5) Decreased blood pressure 6) Slow breathing
Sweaty palms Irritability Increased blood pressure and pulse
Which of the following are good tips for reducing noise caused by stress? 1) Calling in sick until you feel less stressed 2) Realizing that sometimes there are no choices 3) Taking on another responsibility to keep busy 4) Eating a diet high in sugar, fat, and caffeine 5) Taking a walk to stretch your legs and get some fresh air
Taking a walk to stretch your legs and get some fresh air
When a patient, physician, or co-worker is acting inappropriately toward you, you should take what action? 1) Tell the aggressor your feelings 2) Leave the job or department 3) Let it go 4) Tell other co-workers about it
Tell the aggressor your feelings
The area of medicine that works with ______ ill patients is known as hospice. 1) Acutely 2) Chronically 3) Terminally 4) Frequently
Terminally
The giving and receiving of information forms what? 1) A legally binding agreement 2) The health cycle 3) The communication circle 4) A barrier to trust
The communication circle
Which of the following indicates that a medical assistant may be invading a patient's personal space? 1) The patient turns his head away from the medical assistant 2) The patient steps closer to the medical assistant 3) The patient leans forward toward the medical assistant 4) The patient looks directly at the medical assistant 5) The patient smiles and makes a pleasant comment
The patient turns his head away from the medical assistant
Communication with patients in a way that helps them understand and puts them at ease is known as which of the following? 1) Probing 2) Recognition 3) Assertiveness training 4) Therapeutic communication
Therapeutic communication
One way to improve your listening skills is to ______. 1) Display concern by eliminating personal space 2) Responding immediately when spoken to 3) Avoid giving feedback 4) Think before you respond 5) Practice passive listening
Think before you respond
What is the main goal when dealing with an angry patient? 1) To document the anger 2) To ignore them 3) To give angry back to them 4) To refocus the anger
To refocus the anger
Place these developmental stages in order of occurrence, with the first stage on top.
Toddler School age Adolescence Young adult Middle adult Old adult
An example of a powerful form of nonverbal communication is ______. 1) Shaking of the head 2) Crossing one's arms 3) Nodding 4) Touch
Touch
Body language includes facial expressions, eye contact, posture, attention to personal space, and ______. 1) Sensitivity 2) Respect 3) Openness 4) Touch 5) Empathy
Touch
Identify the examples of negative communication. 1) Treating patients impersonally 2) Speaking clearly 3) Interrupting patients as they are speaking 4) Avoiding eye contact 5) Giving detailed explanations or instructions
Treating patients impersonally Interrupting patients as they are speaking Avoiding eye contact
The best way to deal with a coworker you are having trouble getting along with is to ______. 1) Try to work it out with the coworker 2) Go to the supervisor and explain the situation 3) Seek advice from another coworker 4) Ask for a job reassignment if possible
Try to work it out with the coworker
If a patient has difficulties speaking or understanding English one way to help this patient is to ______. 1) Use a certified medical interpreter 2) Do everything for the patient 3) Speak loudly and slowly to help the patient understand 4) Write everything down for the patient
Use a certified medical interpreter
When communicating with a patient who cannot speak of understand English, ______. 1) Speak to the patient using appropriate medical terminology 2) Insist that the patient learn English 3) Avoid using professional interpreters 4) Use a family member who is present as an interpreter 5) Write down instructions for the patient
Use a family member who is present as an interpreter
What are techniques to improve a medical assistant's communication with patients of various cultures? 1) Use an interpreter whenever needed 2) Be aware of nonverbal communication and respond 3) Learn a few phrases of greetings of another language 4) Always say "You must..."
Use an interpreter whenever needed Be aware of nonverbal communication and respond Learn a few phrases of greetings of another language
Interpersonal skills include which of the following? 1) Warmth and friendliness 2) Touch 3) Assertiveness 4) Passive listening 5) Aggressiveness
Warmth and friendliness
Match the interpersonal skills with the appropriate examples.
Warmth and friendliness - Offering a pleasant greeting and smile Empathy - Attempting to relate to a patient's situation and show support Respect - Using a title, such as "Mr." or "Mrs." Openness - Being willing to listen to others' viewpoints
All of the following are safety needs EXCEPT 1) Security. 2) Shelter. 3) A safe environment. 4) Water.
Water
In some cultures, it is common to avoid eye contact out of respect for someone who is considered: 1) a doctor 2) a minor 3) a senior adult 4) a superior
a superior
Being firm and standing up for oneself while showing respect for others is called being 1) submissive. 2) passive. 3) assertive. 4) dominant.
assertive
In American culture, it is typical to stand ______ away from a person for a social conversation. 1) between 1 and 4 feet 2) between 6 and 12 inches 3) between 12 and 18 feet 4) between 4 and 12 feet
between 4 and 12 feet
Setting _______ will limit undesirable behavior in others. 1) goals 2) warnings 3) boundaries 4) allowances
boundaries
A(n) ______ mechanism is an unconscious means of protecting oneself from anxiety, guilt, and shame. 1) aggressive 2) defense 3) offense 4) stereotyping
defense
According to Maslow, these are a general type of needs, such as physiological needs, safety, love, and esteem are known as: 1) intimacy needs 2) deficiency needs 3) isolation needs 4) self-actualization needs
deficiency needs
Conflict is also known as 1) friction. 2) sharing. 3) harmony. 4) agreement.
friction
Substance abuse crosses all ______. 1) treatment plans 2) medical diagnoses 3) generations 4) socioeconomic statuses
generations socioeconomic statuses
A harmonious, positive relationship is known as 1) discontent. 2) discord. 3) rapport. 4) conflict.
rapport
To show consideration toward patients is to act in a: 1) open way 2) aggressive way 3) thoughtful kind way 4) respectful way
thoughtful kind way
