Chapter 4 Interpersonal Communication
______, a well know behaviorist, developed a human behavior model that states that human beings are motivated by unsatisfied needs
Abraham Moslow
when interacting with patients of other cultures or ethnic groups
Never allow yourself to make value judgments
explaining procedures to patients, expecting insurance referral requests, and creating warm and reassuring environment are all examples of ______ in the medical office
costumer service
"You appear tense today"
making observations
"So what are you saying is that you feel the most pressure when you exercise?"
mirrioring
which of the following is an example of negative communication
mumbling
"please go on"
offering general leads
"Can I help you with your shoes, Mr. Adams?"
offering self
if a patient leans back or turns her head away when you lean forward, you may be invading her ________
personal space
a communication circle involves a message, a source, and a(n)
receiver
"Hi, Mr. Smith. Florida sure agrees with you."
recognizing
Patient states: "Do you think this is serious enough to discuss with the doctor?" Medical Assistant replies: "Do you think it is?"
reflecting
positive communication with superiors involves keeping them informed, asking questions, minimizing interruptions, and showing
respect
when a teenager begins to smoke at a young age because his peers are doing it, the child is most likely experiencing
role confusion
Allowing the patient time to think without pressure
silence
according to erikson, the life stage that exposes children to people other than their immediate family is
stage IV
"So, you are here today because of your swollen ankles and dizziness?"
summarizing
the _______ syndrome is the anxiety some patients feel in a providers office or other healthcare setting
white coat
A world renowned authority on death and dying ______ developed a model of behavior that an individual will experience on learning of his condition. These behaviors are referred to as the stages of dying or the stages of grief
Elizabeth Kubler Moslow
An assertive person has low self esteem
False
Conflict in the workplace arises when two or more coworkers have the same opinion or ideas
False
Empathy is the process of feeling sorry for someone
False
Patients will see a medical assistant as standoffish and reserved when he had an open posture
False
Rapport is a conflictive and argument relationship
False
Active Listening involves two-way communication in which the listener gives feedback or asks questions.
True
An aggressive person tries to impose his position on others or tries to manipulate them
True
Feedback is a verbal or nonverbal response from a patient that she understood what has been communicated
True
Passive Listening does not require a response.
True
Personal space is an area that is approximately 4 feet around a person
True
Sitting in a chair with your arms crossed is having closed posture
True
The manner in which a person interacts with people is referred to as interpersonal skills
True
"I follow what you said"
acceptance
which of the following is not a communication skill
anxiety
Positive communication with patients may involve
being attentive and encouraging them to ask questions
your _________ which is the way you hold or move parts of your body, can send strong nonverbal messages
body language
"Describe your level of pain on a scale from 1 to 5, with 5 being the most severe."
clarifying
the most effective manner in which to deal with an angry patient is to
demonstrate your sincerity and respect by remaining calm
which of the following is not a deficiency need as defined by abraham maslow
empathy
"Tell me when you feel anxious"
encouraging communication
"You're visiting the Doctor today regarding a cough. How long have you been coughing?"
exploring
"Your granddaughter's first birthday sounded wonderful. Now tell me more about your headaches."
focusing
"Is there something you would like to talk about?"
giving broad openings
being ______ when communicating with patients shows them that you, the practitioners, and other staff members care about them and their feelings
humanistic
Noise is anything that
interferes with the communication process