CHAPTER 4 QUIZ

How does illiteracy impact patient​ care? A. low literacy can result in​ less-than-optimum outcomes for patients B. illiterate patients have the skills required to communicate effectively with caregivers C. adult patients with high literacy typically​ don't understand medical instructions and information D. none of the above

A

Standards of behavior based on thoughtfulness and consideration of others are​ called: A. manners B. synergy C. character D. morals

A

What is​ synergy? A. energy created through cooperative action B. having sufficient energy to get the job done C. interpersonal conflict D. none of the above

A

Which of the following may occur with effective conflict​ resolution? A. confrontation may lead to an​ open, honest, and direct conversation B. people may lose respect for one another C. ​"difficult people" may become more difficult D. stress levels may increase

A

Which of the following statements about assertive communication is​ correct? A. You can learn about assertive communication by observing other people. B. Assertive communication skills are easy to learn and apply with little practice. C. You can be sure this approach will result in the outcomes you are seeking. D. all of the above

A

Which of the following statements about communicating electronically is​ correct? A. The use of texting abbreviations can cause serious problems related to patient care and medical records. B. People who have access to your electronic communication must get your permission before sharing your information with other people. C. Cell phones do not affect medical equipment and technology. D. Everyone who has an email account at work uses it.

A

Why is assertive communication​ important? A. ​it's the best way to reach a win-win solution B. ​it's a way to​ "get even" while still appearing passive C. it allows you to be direct and avoid compromise D. it helps you walk away from conflict

A

Group norms can help facilitate meetings​ by: A. stimulating synergy and conflict B. establishing expectations for group behavior C. excusing people who are difficult to work with D. all of the above

B

Labeling is a barrier to communication because​ it: A. fails to address concerns about cognitive limitations B. distracts the receiver from paying attention to the​ sender's message C. results in sensory impairment D. all of the above

B

Physical issues that may make communication with older adults more difficult​ include: A. concerns about body language B. hearing or vision problems C. posture and tone of voice D. use of slang and dialect

B

To help overcome issues related to​ illiteracy, health care workers​ should: A. print instructions in a large font so that patients can read them B. communicate verbally and ask​ follow-up questions to make sure patients understand what is being said C. speak loudly so that patients can hear D. all of the above

B

What are group​ norms? A. rules set forth by management to reduce disagreements among team members B. guidelines that team members agree to follow to help the team function smoothly over time C. assignments regarding who will lead the meetings D. situations that normally occur when groups meet

B

What is​ labeling? A. providing printed material for patients with sensory or cognitive limitations B. describing people with words that limit​ them, such as​ "lazy" or​ "mean" C. favoring one​ thing, person, or way over another based on prior experience D. using language that is distinct to a​ culture, such as slang

B

Which of the following are types of health care​ teams? A. intradependent teams and project teams B. intradisciplinary teams and interdepartmental teams C. interdependent teams and work teams D. none of the above

B

Which of the following explains why consensus is important but difficult to​ achieve? A. consensus takes less time to achieve than majority rules and it increases the number of winners B. consensus results in a win-win solution where no one feels like a loser but it takes longer to achieve than majority rules C. consensus works better than majority rules and can be achieved more quickly D. none of the above

B

Which of the following is a way to strengthen relationships at​ work? A. hoard information B. volunteer to serve on committees C. participate in cliques D. display arrogance

B

Which of the following should be kept in mind to help ensure effective​ communication? A. while the sender is​ speaking, think about how you will respond B. try to understand the other​ person's point of view C. interrupt the sender when you have a question about the message D. all of the above

B

Which of the following should you keep in mind when using different types of communication​ technologies? A. memorize details to avoid having to write down every phone message B. use appropriate language and be courteous and polite C. leave a voicemail message when you need to be sure that important information was received and understood D. all of the above

B

Connections between or among people are​ called: A. ​self-directed teams B. role models C. interpersonal relationships D. diverse groups

C

Teams of people that meet for a specific period of time and then disband are​ called: A. work teams B. interdepartmental teams C. project teams D. intradisciplinary teams

C

What are​ colleagues? A. people who work for colleges B. people who work for the competition C. fellow workers in the same profession D. none of the above

C

What is​ loyalty? A. always coming back to the people you like best B. adhering to established policies and procedures C. being faithful to people to whom you have an obligation D. all of the above

C

Which of the following demonstrates netiquette when using digital​ communication? A. exercising caution when texting and driving B. using digital devices in dark places such as movie theatres or auditoriums C. using earbuds or headphones when music or noise from a device might disturb other people D. all of the above

C

Which of the following should you do when confronting​ someone? A. use a loud tone of voice to get the other​ person's attention B. arrange to meet in a public area where other people can hear your conversation C. make sure you have complete and accurate information D. express your anger so you​ don't regret not voicing your concerns later on

C

Which of the following statements about public speaking is​ correct? A. If you​ aren't a​ "born speaker," you will probably never develop good public speaking skills. B. When in front of a​ group, it's best to not admit you are nervous. C. The more you practice your public speaking​ skills, the better they will become. D. Bring detailed notes to read aloud so you​ won't forget to cover everything.

C

It's important for health care professionals to develop their public speaking and presentation skills​ because: A. failure to overcome the fear of public speaking could result in dismissal from their job B. public speaking skills are required for job promotions C. if their health career​ doesn't work​ out, they can always find a job in public relations D. they may be invited to represent their employer by speaking at a​ meeting, workshop, or conference

D

The need to rely on one another is​ called: A. civility B. independence C. inclusive D. none of the above

D

To demonstrate​ netiquette, which of the following are things you should not​ do? A. text or talk on the phone when walking through crowded areas B. text or use your device during​ meals, meetings, or when​ you're with people who expect to have your attention C. annoy other people with your ringtones and personal phone conversations D. all of the above

D

When applying the different communication styles to resolve​ conflicts, what does it mean to​ "choose your battles​ wisely"? A. every battle is worth​ fighting, so​ don't give up B. use aggressive behavior to help​ "control" the other person C. make sure​ there's someone else nearby to join the fight in case you need help D. none of the above

D

Which of following describes how consensus is different from majority​ rules? A. with majority​ rules, everyone wins and agrees to support the​ group's decision B. operating by majority rules is the underpinning of good teamwork C. with​ consensus, there are winners and losers D. none of the above

D

Which of the following are examples of communication​ technologies? A. fax and email B. telephone and voicemail C. texting and social media D. all of the above

D

Which of the following are the four styles of​ communication? A. passive​ aggressive, aggressive,​ constructive, and nonconstructive B. ​aggressive, assertive, passive​ aggressive, and constructive C. ​assertive, passive,​ confrontational, and nonconfrontational D. ​passive, aggressive, passive​ aggressive, and assertive

D

Which of the following demonstrates loyalty to your​ coworkers? A. being there for them when situations become stressful B. providing encouragement and emotional support C. lending a helping hand or a shoulder to cry on D. all of the above

D

Which of the following describes the concept of interdependence among health care​ workers? A. relationships with coworkers are the basis for success B. no one person can do it​ all, only groups of people working together can get the work done and done well C. health care workers must rely on one another D. all of the above

D

Which of the following elements is essential for communication to take​ place? A. a receiver B. feedback C. a message and a sender D. all of the above

D

Which of the following explains the role that​ courtesy, etiquette, and manners play in the​ workplace? A. etiquette is acceptable standards of behavior in a polite society B. courtesy is polite​ behavior, gestures, and remarks C. manners are standards of behavior based on thoughtfulness and consideration of other people D. all of the above

D

Which of the following factors may influence your communication with other​ people? A. life experiences B. prejudices and frustrations C. aging and hearing loss D. all of the above

D

Which of the following is an example of body language that plays a role in​ communication? A. eye contact B. posture C. facial expressions D. all of the above

D

Which of the following problems might occur when communicating​ electronically? A. when​ emailing, the person who received your message might forward it to someone else without your knowledge or permission B. when using humor in a​ message, the recipient might not find it funny C. when​ faxing, someone other than your intended recipient might read your fax D. all of the above

D

Which of the following statements about body language is​ correct? A. Body language often communicates more​ information, and a greater accuracy of​ information, than the words people use. B. About​ 55% of communication is through body language. C. Up to​ 90% of communication is nonverbal. D. all of the above

D

Why is conflict resolution important in the​ workplace? A. if a conflict is not​ resolved, the situation may become worse B. conflict resolution is a vital communication skill in teamwork C. workers must overcome disagreements in order to get the work done and done well D. all of the above

D