Communications Test

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."

What does a receiver do to decode a message? Use their language skills Apply their own frame of reference Listen to the message being sent Confirm that a message was received properly

Apply their own frame of reference

Which of the following should be done when giving constructive criticism? Attack the employees intelligence Get frustrated with the mistake that was made Choose words carefully Stand over the person and put your hands on your hips

Choose words carefully

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

Clarification

What should health care workers strive for when on the phone? Monotone voice without variance in tone and pitch Eat and drink while talking and listening Clear voice with normal volume Hold the mouthpiece directly against the mouth

Clear voice with normal volume

What should be done if you are concerned about a patient's ability to understand important information? Get permission from the patient to speak with a family member. Give the patient the information and assume he understands when he nods. Assume it will not harm the patient not to know every detail. Leave it to the physician to figure out because you have other tasks that need to be completed.

Get permission from the patient to speak with a family member.

Which is an open-ended question? Have you ever had a heart attack? Do you have abdominal pain? How did you fall? When did you last eat something?

How did you fall?

What does being sensitive to boundaries mean? The ability to recognize the emotional and physical limits of others. Encouraging a patient to do something that he says he cannot do. Being firm with patients. The combination of empathy, respect, and courtesy

The ability to recognize the emotional and physical limits of others.

What is the benefit of using SOAP notes? Employees know where to look for information It is more time-consuming It describes changes to the patient's status or treatment It is in chronological order

Employees know where to look for information

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 an emotion or attitude that can create a communication barrier? Courtesy Empathy Respect Indifference

Indifference

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

Introduce yourself

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 clearly organizes thoughts.

It provides immediate feedback.

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 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 of patient education? Patient questions often create patient education situations. Patients are responsible for making sure that they fully understand what is expected of them. Being aware of your audience is only important when you are giving a group presentation. Patient education is always done by speaking with a patient.

Patient questions often create patient education situations.

Which of the following is NOT a standard of documentation that should be followed by health care workers? Record information performed or observed by another health care worker. Sign any information inserted into a patient file. Double-check for the correct patient, chart, and form. Draw a single line through an error, write the word "error", and initial it.

Record information performed or observed by another health care worker.

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

Show appreciation

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

Subjective observation

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

Tone of voice

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.