Module 2 Questions

Nothing

Nothing

A listener rewording the sender's message in the listener's own words is _____.

Paraphrasing

Which is an incorrect definition of the given abbreviation?

Ph.D: Physical Doctor

Which punctuation is between independent clauses that are not joined by a connecting word?

Semicolon

Which is not a step to writing an effective letter?

State the purpose in the body.

A major weakness among new employees is _____.

Their telephone skills

Customer service telephone etiquette suggests calls should not ring more than ____ times.

Three

Which is not a major purpose of writing health care documents?

To disagree

What is the main purpose of a staff meeting agenda?

To encourage attendees to prepare in advance and be on time.

A leading question in which you suggest a possible answer can be appropriate to ask if a patient is having difficulty understanding or responding.

True

A passive voice in writing is vague.

True

Facial expressions are frequently better indicators of a person's true feelings than his or her spoken words.

True

Listening comes in two forms: active or passive.

True

Patients calling upset about their medical statement should be acknowledged and listened to in a calm professional manner.

True

Serious legal problems can result if a health care professional touches a patient in a way that that patient believes is not appropriate.

True

The ability of health care professionals to communicate effectively is as important as their technical skills.

True

The health care professional cannot depend on word processing spell checkers to catch all spelling errors in a document prepared on the computer.

True

The most serious consequence of sending a poorly written letter to a patient is that the patient may lose confidence in the level of care being provided.

True

Which action is most likely to increase the effectiveness of communication when a patient is having difficulty hearing and understanding the health care professional's spoken instructions?

Using pantomime

A good way to ask open-ended questions is to start with one of the five Ws. Name the five Ws.

Why, Where, When, What, Who

An appropriate goal of patient education is to _____.

encourage patients to make positive changes.

The main difference between the three block-style business letter formats is _____.

how the lines of text are lined up with the margins

When you start the process of writing a report on a health care topic, it is recommended that you start by _____.

listing every idea you can think of, including those that seem unlikely.

The most important reason for health care professionals to develop excellent phone skills is to _____.

project a positive image of their facility

Some professional writers suggest that a good way to prevent being overwhelmed by a long writing project is to _____.

write the first draft quickly without worrying about perfect grammar and spelling.

Which sentence is written correctly?

Flossing the teeth, for example, is an excellent way to prevent gingivitis.

Which health care law protects a patient's personal health information?

HIPAA

Which is not a trait that demonstrates understanding to a caller?

Keeping the caller on hold until they calm down

A question that includes the expected answer is _____.

Leading

Text messaging is the best way to communicate with the patient, because then we know the patient received the message.

False

The only benefit of active listening is building trust.

False

The same methods of communication can be used with patients of all ages.

False

If a patient does not answer their cell phone, a health care professional can leave the results of the latest laboratory test on the voicemail.

False. It would be a HIPAA violation to leave medical information on a voicemail.

Which is not a characteristic of active listeners?

Accepting information at face value

Which is the appropriate action for a nurse whose patient's older brother informs her that he is acting on behalf of the patient and wants information about treatment she has received?

Check whether the patient has consented to the brother receiving the information.

Which of the following best describes someone who is a good active listener?

Concentrates on what is being said.

Which of the following is the correct plural form of the word diverticulum?

Diverticula

A respiratory therapist who tries to imagine the fear a patient experiences when he has difficulty catching his breath is practicing _____.

Empathy

Striving to understand the views and feelings of other people is _____.

Empathy

Communication goals are conditions, such as noise or drowsiness from medication, that interfere with the effective exchange of messages.

False

Good communication skills are required to provide effective patient communication that teaches patients about promoting their own wellness.

False

Gossip is okay if it is done in private and doesn't hurt anyone's feelings.

False

Is it acceptable to call patients younger than you "Dearie?"

False

It is never appropriate to use humor in health care communication encounters.

False

Mastering a set of specific speaking skills will ensure that the health care professional is able to communicate effectively.

False