Chapter 3 & 4

A life stage in which a child is expected to develop the capacity for morale judgment is between ________ and ________ years of age.

3-6

A person who tries to impose his or her position on others or tires to manipulate them is said to be

Aggressive

Awakening phase starts with the realization that your initial expectation were unrealistic. Job is not working out the way you thought

Awakening phase

Maintaining professional _____ means treating patient as clients, without becoming involved in issues unrelated to their healthcare

Boundaries

Your early enthusiasm and energy give way to chronic fatigue and irritability

Brownout phase

The end result of prolong periods of stress without relief

Burn out

Showing concern and appropriate attention for a patient without enabling poor behavior is an example of

Caring

Misunderstanding or breakdowns in the line of communication can result in ____ in the workplace

Conflict

When communicating or having interactions with ____ you should utilize the same skills and qualities used to communicate with patient

Coworkers

As purposeful Denison's resulting from analysis and evaluation

Critical thinking

Quickly evaluating circumstance solving problem and taking action

Critical thinking

A patient's _____ background has an effect on his or her attitude toward heath and illness

Cultural

When you protect yourself or the institution you work for from verbal attack, the patient may feel the need to stop communicating. This is an example of the ineffective communication technique

Defending

The unconscious attempt to reject feeling, thoughts and facts is

Denial

Patients with behavioral and emotional disorders, as well as with substance abuse issues should be treated with the same care, respect, compassion and ____ as you do any other patient with a serious chronic illness

Discretion

Type of human growth include physical, psychological and _____ growth

Emotional

According to Maslow hierarchy of human needs the ___ needs are met by attention and recognition from others

Esteem

You experience an overwhelming sense of failure and a devastating loss of self esteem and self confidence

Full scale burnout phase

Specific technical and operational proficiencies, things that you will learn

Hard skills

Abraham Maslow's model of human behavior is known as the ___ of needs

Hierarchy

During this phase you feel like your job is wonderful

Honeymoon phase

The area of medicine that works with terminally I'll patients and their families is

Hospice

A person using the ____ defense mechanism copied the behavior of another cope with feelings of inadequacy

Indemnification

Understanding gained through study and experience

Knowledge

Understanding the "why" of what you are doing

Knowledge

____ is the world- renowned authority in area of death and dying who developed the five stages of dying model

Kubler Ross

When interviewing a patient, a medical assistant make a comment such as "and then...", which is and example of offering the patient general

Leads

Human have a great need to belong to groups, according to Maslow's belonging or _____ needs

Love/ belonging

You are making an ____ when you tell the patient how he or she appears to you

Observation

"Where would you like to begin?" Is and example of giving a broad

Opening

Other words for _____ includes perseverance and tenacity

Persistence

Arise from the burnout ashes. But it can take time

Phoenix phenomenon

Maslow's Hierarchy, the most basic needs are the

Physiological

To accomplish several task in the most efficient manner, you should first ____ the task

Prioritize

Being on time every day is the professional behavior of

Punctuality

Starting the patients name when you greet her is giving

Recognition

I'm maslow's hierarchy, the _____ needs include consistency, security, and shelter

Safety

Believing in oneself

Self confidence

The personal qualifications and behavior that enhances your job performance and career prospects are called _____ skills

Soft

Personal qualification or behaviors that enhance an individuals interaction job performance and career prospects, the way you talk to patients

Soft skills

Personal qualifications or behaviors that enhance an individual's job performance are known as

Soft skills

The ability to communicate with patient in terms that they understand so that they feel at ease and comfortable with what you are saying is called

Therapeutic communication

Indicating that you heard the patient and follow the train of thought is the communication technique of

accepting

You should avoid ____ the patient by telling him what you think should be done

advising

Being firm and standing by one's principles is also known as being ______

assertive

The _____ needs are those that must be satisfied before a person can act unselfishly

basic deficiency

By setting ________, you can limit undesirable behavior

boundaries

The end result of prolonged periods of stress without relief is often

burnout

Explaining a bill to an irate patient in a tactful, inoffensive manner is an example of good ________ skills

communication

The process of ____ involves an exchange of messages

communication

Overemphasizing a trait to make up for a perceived or actual failing is using _____ as a defense mechanism

compensation

The ability to learn, retain, and process information is ____

comprehension

When you prioritize your work for the day, you use ________, thinking skills to determine which are the most important tasks and which are less important.

critical

Patients often develop ____ mechanisms, or unconscious efforts to protect themselves from anxiety, guilt, and shame

defense

The variety of human social structures, belief systems, and strategies for adapting to situations in different parts of the world is referred to as cultural

diversity

The specific technical and operational proficiencies needed to perform a job in a specific profession are known as _______ skills

hard

People need to meet their physiological needs in order to establish ________, which is a state of balance or equilibrium.

homeostasis

Adhering to the appropriate code of law and ethics and being honest and trustworthy are characteristics of a person who has _______

integrity

Another term for critical thinking is

judgment

Understanding gained through study and experience is called

knowledge

Skills involved in communication are _____ skills, interpersonal skills, and assertiveness skills

listening

Anything that changes a message in any way or interferes with communication is considered to be

noise

Another term for body language is ______ communication

nonverbal

Keeping a binder or electronic file with sections for assignments, notes, syllabus, and instructor and student contact information is an example of being ________

organized

When a medical assistant speaks or acts on the behalf of the patient in certain circumstances , the medical assistant is acting as a

patient advocate

Discussing a topic the patient has no desire to discuss is called ____

probing

Wearing an approved uniform that is clean and pressed is part of maintaining a(n) ________ appearance

professional

When you attribute your own feelings to another person, you are using the defense mechanism of ________.

projection

Striving for excellence in doing your job and having pride in your performance contributes to excellent work __

quality

Justifying unacceptable behavior is the defense mechanism of _____

rationalization

Devaluing the patient's feelings and giving false hope is the ineffective communication style known as ____

reassuring reassurance

Unconsciously returning to more infantile thoughts or behaviors is referred to as

regression

Mr. Hernando says he does not remember how he received the injuries he suffered when he was mugged. This is an example of the defense mechanism of ________.

repression

you have reached ____ when you find self - fulfillment and realize your own potential

self-actualization

If you show ________, other people feel you know what you are doing, which puts them at ease

self-confidence

Using __________ as a communication technique gives the patient time to think.

silence

Unconsciously replacing an unacceptable or unreachable goal with another more acceptable goal is called

substitution

Working well with others in the best interest of completing a job is known as

teamwork

People who are highest achievers both personally and professionally are generally those who use _____ management techniques routinely

time

Using ________ skills will help the medical assistant reduce stress and accomplish more during the hours of a workday

time management

Employers look for employees whose professional behaviors produce a good ________ ethic

to work