ch 3 & 4 review

patients expect professional behavior and base much of their trust and confidence in those who exhibit this type of _________ in the medical office.

demeanor

which is not likely to be one of the factors that influence the first impression we make on others?

what we think

even when two people are speaking at the same time, various channels of communication are used, such as

words, body language, facial expressions. .. all of the above

one of the medical assistants most important characteristics is a strong ____________.

work ethics

The __________ examination is offered as a certification for medical assistants by the AMT.

RMA

a task that is noted as a B priority

Should be done today

Physicians appreciate medical assistants who take _________.

initiative

Deciding which task are most important is called

prioritizing

which of the following is true about most patients

they have no medical background and needs to have medical terms explained

participation in a recognized ___________ shows that medical assistants take their career seriously.

Professional Organization

when education the patient, the medical assistant should have a professional ____________ of concern and helpfulness.

attitude

an innovative approach to plan, deliver, and evaluate healthcare that is grounded in mutually beneficial partnership among healthcare providers, patient, and families is called ___________.

patient centered care

the stage in Maslow's hierarchy of needs in which we maximize our potential is

self-actualization

a reliable way to improve professional behavior is by showing a willingness to respond to constructive criticism. learn to honestly evaluate your old behavior and be willing to use criticism as a means to excel in your profession.

both statements are true

the prime concern of all employees of the physician's office should be

caring for the patient

which of the following skills would not be an appropriate expectation of a competent medical assistant?

diagnosing common patient symptoms

checking personal email several times a day in the medical office is always acceptable

false

patients are not concerned about the medical assistants grooming and wardrobe

false

some stereotypes are unavoidable

false

the medical assistant is not at fault if he or she displays the poor attitude after a reprimand from a supervisor.

false

the second level of Maslow's hierarchy of needs deals with self-esteem

false

obtaining __________ from patients helps medical assistants understand and better interpret patients medical problems, so they can be accurately conveyed to the physician.

feedback

verbal expressions or body language, such as a nod of understanding are called

feedback

the needs we have as humans, at the most basic level, include

food and shelter

which of the following strategies could be used to help school-age children gain a sense of control during the health visit?

give them the opportunity to make certain decisions about treatment

what is the first step in avoiding Prejudice when dealing with individuals?

honestly examine and evaluate your own personal prejudices

which of the following is an example of an open-ended question

how have you been getting along?

which of the following statements about professionalism is true?

it must be practice at all times in the workplace, it can lead to wage increases and promotions, unacceptable behavior is detrimental to the medical assistants career.... All of the above

which of the following personal hygiene attributes can be considered infection control problems?

long Polished Nails

The mental and emotional condition, enthusiasm, loyalty, or confidence of an individual or group with regard to the function or tasks at hand is called

morale

great exaggerations and manipulations of the truth can affect employee...

morale

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

opinions

which of the following is not considered a benefit of wearing a uniform or scrubs?

projects a specific status

"don't worry, I'm sure everything will be fine" is an example of

providing unwarranted assurance

which of these careers would not be available to a person who has had medical assistant training?

respiratory therapy assistant

in Maslow's hierarchy of needs, the fourth level relates to which of the following?

self-esteem

what is the best way for new medical assistant graduates to become good team players in the medical office?

show consideration and appreciation for each member of the staff

the best way to earn a favorable evaluation on your externship is to

show integrity and practice High ethical standards

which of the following can be a Channel of linear communication,?

spoken word, written message, body language, email message,... All of the above

a standard mental picture that is held in common by members of a group and that represents in over simplified opinion, prejudiced attitude, or uncritical judgment is called

stereotype

which statement is true regarding the status of students during the externship compared with that of regular employees?

students are expected to perform under the same Professional Standards as regular employees

if managers were asked to name the most important attribute for medical professionals, what would always be high on the list?

teamwork

which statement best describes the relationship of administrative and clinical medical assisting responsibilities

the two are equally important for maintaining a high quality Medical Practice

employee should be aware of the attendance policies in the facility's policy and procedures manual

true

habits formed during a medical assistant training program will continue into the externship and employment

true

jewelry should be conservative at work, and large earring should never be worn

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 a sender intended it

true

the personality that people project in public is their persona

true

which of the following is the most common communication error in patient care?

using medical terminology