Chp 4 Interpersonal Communication Homework and Exam

Mrs. Underwood is in your office for a follow-up on injuries she received in an automobile accident in which her husband was killed. She is visible upset and sits on the edge of the examination table, crying quietly. You need to find out how her physical wounds are healing and how much pain she is in. Which of the following statements would be your best choice for opening the conversation?

"Is there something you'd like to talk about?"

Caroline and Nichole work together in the busy reception area of an outpatient clinic. It seems to Caroline that Nichole is constantly complaining abut something, The patients are rude, the doctors are cranky, the clinic's medical assistant is arrogant...Nichole seems to find something negative to say about everyone. One day in the break room, Nichole says to Caroline, "I don't know how Dr. Noya keeps his job. Do you know what he did yesterday?" Which of the following would be Caroline's best response?

"No. By the way, did you see that PBS special last night on healthcare?"

In which of the following examples does the medical assistant demonstrate positive communication?

"This paperwork wont take long at all"

How much personal space do people typically use in a personal conversation?

1 to 4ft

*How much personal space do people require in most social situations?

4 to 12ft

Which of the following is an example of positive communication?

Ask a patient to repeat your instructions

*The most effective way to assess whether you are communicating negatively is to_____?

Ask for feedback

A medical assistant asks a patient if the temperature is comfortable in the examination room.This is an example of

Controlling the noise

*In the communication circle what is the response to the message by the receiver called?

Feedback

*Verbal or nonverbal evidence that the receiver got and understood the message is

Feedback

*Which of the following is an example of negative communication?

Forgetting to say thank you

Which of the following is an example of an ineffective therapeutic communication?

Giving approval

It is the responsibility of the _____to set the stage for positive communication with a patient.

Medical Assistant

Anything that distorts the message in any way interferes with the communication process is called

Noise

*Body language is an example of

Nonverbal communication

*What element is missing from the communication circle in the figure?

Receiver

Which of the following indicates that a medical assistant may be invading a patient's personal space?

The patient turns his head away from the medical assistant

*Body language includes facial expressions, eye contact, posture, attention to personal space, and _____.

Touch

*Interpersonal skills include

Warmth and friendliness

A medical assistant who stands facing the patient and holds her arms at her sides while she converses with the patient is demonstrating___.

an open posture

The "white-coat syndrome" descrives a(n) ___patient.

anxious

The most appropriate way to deal with a family member who accompanies a patient to an appointment is to____.

ask the patient if the family member should accompany him or her to the examination room

A professional who is firm and stands up for himself or herself while still showing respect for others is ___.

assertive

A medical assistant sees a patient looking uneasy and responds, "You look concerned. How can I help you fel more comfortable?" This is and example of___.

assertiveness

Which of the following is not an example of external customer service in the physician's office?

assisting a coworker who is having a bad day

Which of the following behaviors helps prevent conflict and improve communication among coworkers?

avoid participating in gossip

*Sam, a coworker, has been making personal comments to you that make you feel uncomfortable. At first, he just made an occasional remark about how nice you look, but recently, the remarks and the personal nature of the remarks have increased. What action should you take?

be assertive but diplomatic with Sam and tell him his comments are inappropriate

When the physician explains that Cherise needs surgery, she says, "I'm okay with that."She is sitting with her arms folded across her chest and is avoiding eye contact with the physician.When the physician asks if she is sure, Cherise says,"Yeah, yeah, it's okay, "but she is frowning. This an example of___.

body language that indicates one's true feelings

A person who is learning back in his chair with his arms folded across his chest is displaying___.

closed posture

_____ is counterproductive to the efficiency of an office.

conflict

*One patient expresses pain very emotionally, and another patient refuses to admit she has any pain. This may illustrate___.

different cultural beliefs

Magda receives a memo from her supervisor explaining that starting next month, the clinic will be open on Saturday mornings and will remain open until 7pm on Tuesdays and Thursdays. The attached work schedule shows that Magda is scheduled to work from 11am to 7pm on Thursdays. However, Magda has a class on Tuesday and Thursday nights. What should Magda do?

discuss her concerns with her supervisor

*The process of identifying with someone else's feeling is called___.

empathy

A common reaction of patients with acquired immunodeficiency syndrome(AIDS) and human immunodeficiency virus(HIV) is___.

guilt

The medical assistant's goal for working with angry patients is to ___.

help them refocus emotional energy toward solving the problem

Signs of anxiety include___.

increased blood pressure and sweaty palms

An example of active listening is___.

interviewing a patient

When communicating with your direct supervisor,____.

keep your supervisor informed

When communicating with a patient who cannot speak or understand English,____.

learn and use a few phrases in the patient's native language

An example of passive listening is____.

listening to a news program on the radio

When interacting with patients of other cultures or ethnic groups,____.

never make value judgments

The best way to deal with a coworker who is having a bad day is to___.

offer to pitch in and help

During communication, posture is described as___.

open and closed

Accepting others and not being biased for or against them is called___.

openness

"Women are bad at math" and "Men don't know how to communicate" are examples of ____.

passing judgment and stereotyping

When these needs are not met, the person may become ill.

physiological needs

*When communicating with a mentally or emotionally disturbed patient, the medical assistant should___.

remain calm if the patient becomes agitated or confused

A medical assistant shows ___ when she acknowledges a patient's wishes without passing judgment.

respect

Successful people who are comfortable with themselves have usually reached which level of Maslow's hierarchy?

self-actualization

A medical assistant who does not intrude on a patient's personal space is___.

showing respect for the patient's feelings

What should the healthcare professional do when faced with patients from cultures with different behaviors, traditions, and values than his or her own?

strive to understand and be tolerant of them

Tips for reducing noise caused by stress include___.

taking a walk to stretch your legs and get some fresh air

One way to improve your listening skills is to ___.

think before you respond

The best way to deal with a coworker you are having trouble getting along with is to___,

try to work it out with the coworker