Communications

Which of the following is a proper telephone greeting? "Health Campus Cardiology department. This is Laura." "Hi. This is Marsha." "Good afternoon. Valley Hospital. Senior records administrator speaking." "Westville Pharmacy"

"Health Campus Cardiology department. This is Laura."

A colleague tells you that you have documented a patient's health insurance information incorrectly. How should you respond? "You're not my boss." "And I suppose that you do everything correctly?" "Thanks. Could you please explain what I did wrong?" "But all the information is there, right?"

"Thanks. Could you please explain what I did wrong?"

As a health care worker, you have just been informed that the pulse must be counted for a full 60 seconds rather than 30 seconds, as it has been done in the past. How should you respond? Complain to your co-workers that this will take longer and is unnecessary. Find out who messed things up so badly that a change in process was required. Sigh audibly. Begin using the new procedure without comment—if you have no questions.

Begin using the new procedure without comment—if you have no questions.

Which active listening technique involves asking questions to get a more concise explanation? Restatement Reflection Clarification All of the above

Clarification

What is the term that describes "anything that interferes with effective communication?" Communication barrier Complacency Selective comprehension Preconception

Communication barrier

Which of the following is a method that health care workers and patients can use to overcome a vision challenge? Dim the lights Describe what is happening Minimize body language Speak loudly

Describe what is happening

In verbal communication, how is emotion expressed? Language choice Tone of voice By frowning or crossing one's arms Through confidence

Tone of voice

What can a health care worker do to ensure that a patient understands medical information? Speak softly. Provide the information just after mealtime. Use appropriate lay terms and repeat information Break up the information by frequently using "uh" and "um."

Use appropriate lay terms and repeat information

Which of the following is true of communication barriers? The best way to deal with prejudice is to tolerate and ignore it. Someone with preconceptions is open-minded towards others and their ideas. Cultural communication barriers are simple to overcome. When people are preoccupied with their own problems, they can miss much of the message coming from another person.

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

Reword the statement making it an "I" statement: You never give me any credit for helping with the chores."

I feel frustrated when I do not get credit for completing my chores because I do them consistently each day without reminders.

After entering a patient's room, what should you do after greeting? Introduce yourself Begin treatment Sit down Read the patient's chart

Introduce yourself

Why is verbal communication often the most effective way to communicate? It can be misinterpreted. It can be done quickly, without much thought. It is the easiest way to reach people of diverse cultures and languages. It allows for instant feedback, clarity, and understanding.

It allows for instant feedback, clarity, and understanding.

Which of the following describes all parts of a patient's health history? It is public record. It is confidential. It is available to employers. It is available to health providers who are not caring for the patient.

It is confidential.

Which of the following is true of telephones? It is a great tool for communicating bad news and complex information. An advantage of using the telephone is the ability to work on multiple tasks at one time. Your facial expressions do not matter because the other person cannot see you. It is critical that you know how to use the phone in a professional manner.

It is critical that you know how to use the phone in a professional manner.

Which of the following is NOT a method that health care workers and patients can use to overcome a hearing challenge? Sign language Look at the patient's chart when speaking Use gestures Writing messages

Look at the patient's chart when speaking

Which of the following is true? Patients and coworkers will respond well to your negative attitude. Having a bad attitude will improve your reputation. People will be more involved in conversation with you if you do not treat them with respect. Overcome personal issues and focus on performing your job well and with courtesy.

Overcome personal issues and focus on performing your job well and with courtesy.

Which of the following refers to the physical space between people? Eye Contact Touch Proximity Physical Appearance

Proximity

Which part of a health history includes information about the patient's lifestyle? Present illness Chief complaint Psychosocial history Past history

Psychosocial history

According to the communication process, who provides information? Sender Doctors Receiver Feedback

Sender

Initiator

suggests new goals or ideas

Which of the following is a good way to respond to constructive feedback? Make excuses Get angry Blame others Show appreciation

Show appreciation

Which is the best position for a health care worker who is interacting with a patient in a wheelchair? Standing Lying down Sitting Leaning against a wall

Sitting

"My stomach is queasy" is an example of

Subjective observation

What is another term for "symptom"? Subjective observation Objective observation Assessment Treatment

Subjective observation

At your place of employment, while eating a snack and talking with a friend, your telephone rings. What should you do? Answer the phone while finishing your last bite of food. Swallow what is in your mouth, excuse yourself to your friend and answer the phone with focus. Let voicemail pick it up. Answer the phone and say, "Hold please." Then quickly finish the rest of your snack.

Swallow what is in your mouth, excuse yourself to your friend and answer the phone with focus.

Compromiser

Offers solutions that everyone can agree on

What is the best way for health care workers to elicit the greatest amount of information from patients? Ask open - ended questions. Have patients write down their comments before they are called to an exam room. Ask "yes" or "no" questions. Do not look at patients when speaking to them to avoid making them nervous.

Ask open -ended questions.

The physician asks you to send in a prescription for a patient, but you can't quite read the amount that is being prescribed. What should you do? Look in the Physician's Desk Reference to help you figure it out. Ask the physician to clarify the number of pills being prescribed. Ask the patient what amount the physician prescribed. Ask a coworker for the amount of medication typically prescribed.

Ask the physician to clarify the number of pills being prescribed.

How should subjective statements by the patient be documented? With your initials Preceded by "Patient said..." Exact words in quotation marks In parentheses

Exact words in quotation marks

Which of the following is the best definition of communication? Simplifying information for a lay audience Exchanging messages Persuading someone of your viewpoint Texting someone

Exchanging messages

Which of the following is NOT a method of nonverbal communication? Touch Lay terms Physical appearance Facial expressions

Lay terms

Which of the following is NOT true of communication in health care?

Health care workers should cross their arms when speaking with patients.

Which of the following is a benefit of oral communication over written communication? It provides immediate feedback. It can be researched for accuracy. It is revised before delivery. It is clearly organizes thoughts.

It provides immediate feedback.

Which of the following is true? Patients in extreme emotional or physical pain are always reliable communicators. Noisy, active environments are good for sensitive conversations with patients. Patients on pain medication are always reliable communicators. Make the physical arrangement as welcoming and comfortable as possible for patients.

Make the physical arrangement as welcoming and comfortable as possible for patients.

Compromise

Negotiating to reach a mutual agreement

All of the following may present cultural communication barriers EXCEPT: Inappropriate eye contact Health beliefs Religion Physical comfort

Physical comfort

Which of the following is a method that health care workers and patients can use to overcome a speech challenge? Use complex language Ask extra questions to make sure the patient understands Hurry the patient Require only brief answers

Require only brief answers

Which of the following is NOT a desirable communication skill? Show interest in the speaker. Roll your eyes when you do not agree. Maintain eye contact. Avoid interrupting.

Roll your eyes when you do not agree.

Five traits of leaders

Takes initiative Respects others Works well with a group Leads by example Understands personal strengths and weaknesses

Leadership

The ability to motivate people to work together to achieve a common goal

Avoidence

When somebody completely ignores the conflict

A patient in your care has found out that he is terminally ill. What should you do? Avoid this patient, as you can't help him anyway. Ask him if he has written his will. With sincerity, let him know that you are saddened after learning of his situation and ask if he wants to talk about it. Carry on as though nothing is wrong and avoid eye contact.

With sincerity, let him know that you are saddened after learning of his situation and ask if he wants to talk about it

What form of communication is used to indicate informed consent? Nonverbal Oral Written All of the above

Written

Which of the following is true of communication in the workplace? You should strive for individuality and never conform. Either speak or write directions, but do not do both. You must learn to give and accept direction. It is your boss's responsibility to make sure you complete work assignments.

You must learn to give and accept direction.

Which of the following can be caused by a rushed encounter with a patient? You provide the best care you are capable of. You overlook important patient information. The patient feels comfortable. The patient feels important and cared-for.

You overlook important patient information