AES Communications

What should health care workers strive for when on the phone?

Clear voice with normal volume

What is the benefit of using SOAP notes?

Employees know where to look for information

Which of the following is a proper telephone greeting?

"Good afternoon. Thank you for calling Valley Hospital. This is Laura speaking. How may I help you?"

What should be done if you are concerned about a patient's ability understand important information?

Get permission from the patient to speak with a family member

Which is an open-ended question?

How did you fall?

Which of the following is an emotion or attitude that can create a communication barrier?

Indifference

After entering a patient's room, what should you do first?

Introduce yourself

Which of the following is a benefit of oral communication over written communication?

It provides immediate feedback

Which of the following is NOT a method of nonverbal communication?

Lay terms

Which of the following is NOT a method that health care workers and patients can use to overcome a hearing challenge?

Look at the patient's chart when speaking

Which of the following is true of patient education?

Patient questions often create patient education situations

How should subjective statements by the patient be documented?

Preceded by "patient said...."

Which of the following is NOT a standard of documentation that should be followed by health care workers?

Record information performed or observed by another health care worker

Which of the following is a good way to respond to constructive criticism?

Show appreciation

What is another term for "symptom"?

Subjective observation

What does being sensitive to boundaries mean?

The ability to recognize the emotional and physical limits of others

Which active listening technique involves asking questions to get a more concise explanation?

Clarification

What does a receiver do to decode a message?

Apply their own frame of reference

Which of the following should be done when giving constructive criticism?

Choose words carefully

In verbal communication, how is emotion expressed?

Tone of voice

Which of the following is true of communication barriers?

When people are preoccupied with their own problems, they can miss much of the message coming from another person