AES Communications

which of the following is a proper telephone greeting?

"Health Campus Cardiology department. This is Laura."

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

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

Clear voice with normal volume

what should be done if you are concerned about a patients ability to understand important information?

Get permission from the patient to speak with a family member.

what does being sensitive to boundaries mean?

The ability to recognize the emotional and physical limits of others.

which is an open-edned question?

how did you fall?

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

indifference

after entering a patients room what should you do first?

introduce yourself

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

what is another term for "symptom"?

subjective observation

in verbal communication how is emotion expressed?

tone of voice

which of the following is true about communication barriers?

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

what is the benefit of using SOAP notes?

Employees know where to look for information

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.

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

To show appreciation

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

clarification

what should subjective statements by the patient be documented?

exact words in quotation marks