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