Week 4 - Chapters 7 & 8.

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 ABOVE.

When leaving a message over the telephone you should:

- State you name, role, affiliation, and the time of your call, including the date. - Indicate whenever the message is urgent. - State your telephone number slowly. ALL OF THE OPTIONS.

Research shows that if you let patients talk uninterrupted for as long as they want, most patients will talk for:

30 - 90 seconds.

The coloring code approach to writing reports and other longer pieces:

Allows you to organize your report and group similar thoughts together.

Transitional words:

Are like signposts to signal logical processes to your reader.

The best way to communicate with hearing-impaired clients is to:

Ask them how they prefer to communicate.

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 you reader.

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'a visual impairment.

The filing board approach to composing a written document is:

Enabling you to start writing when you know what you want to convey.

When communicating with a person who has a speech impediment or impairment, you should do all of the following except:

Finish their sentences when they are having difficulty doing so.

The purpose of mirroring is to:

Foster empathy and understanding.

Appropriate topics for discussion at work with you co-workers include:

General information about your family.

What is the best method to interacting with elderly patients?

If they are not impaired or confused, treat them like any other patient.

The advantages of mind mapping include all the following except:

It can substitute for a written work.

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 specialized form of language is appropriate at work?

Medical terminology.

All the following is true about interpersonal skills except:

Skills you should use only in difficult social situations.

Body language can be related to actual speech in all the following ways except:

The words you choose.

Micro-expressions are characterized by all the following except:

They involve squinting.

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.

Speaking correctly helps communicate all the following except:

Your regional affiliation.