Chapter 3
You have a patient who needs to undergo a total abdominal hysterectomy and bilateral salpingo-oophorectomy. What is the best way to explain this to the patient? "You need to undergo a TAH-BSO." "The doctor says you need surgery." "You will need to sign the form for the necessary surgery." "The doctor wants you to undergo a surgery called TAH-BSO, which is the removal of your uterus, tubes, and ovaries."
"The doctor wants you to undergo a surgery called TAH-BSO, which is the removal of your uterus, tubes, and ovaries."
The margins on a traditional manuscript should have ____-inch margins on all sides. 4 3 2 1
1
The public zone used for most public speaking events should be ________ feet or more from the audience. 6 8 10 12
12
How many different frequently used letter formats are there that give the letter a well-balanced and attractive appearance? 5 4 3 2
2
A copy notation in a letter is placed: Immediately after the date. One enter stroke below the complimentary closing. Below the reference initials and any enclosure notation. One enter stroke below the inside address.
Below the reference initials and any enclosure notation.
Which of these is the part of the report where all the works consulted by the writer, including items given in notes, are listed alphabetically at the end of the report? Footnotes Endnotes Headings Bibliography
Bibliography
What are the two different style formats that offices frequently use when sending a letter to the patient? Block and adjusted block Adapted block and modified block Modified block and adapted block Block and modified block
Block and modified block
What type of electronic technology allows one person to begin a journal-type entry at a Web site and allows others to respond? VolP Blog Podcast Wiki
Blog
Which of these should be done when preparing the title page of a traditional manuscript? Center the text horizontally Center the text vertically Center the text horizontally and vertically Center the text at least 12 lines from the top
Center the text horizontally and vertically
What is the chosen method for transmitting a message? Channel Format Message Line
Channel
Letters of information must have A brief medical report. Template format. Clear and complete information. A summary of lab results.
Clear and complete information.
A slightly tilted head or a perplexed look may indicate that the receiver is:
Confused
What role does culture play in facial expression? It has no bearing either way. Culture does not play a role in interpreting facial expression. Culture plays a minimal role in interpreting facial expression. Culture plays a significant role in how the individual interprets facial expressions.
Culture plays a significant role in how the individual interprets facial expressions.
The receiver's application of meaning to the transmitted message is _______________. Encoding Decoding Editing Feedback
Decoding
Currently, __________ is not the preferred method of communicating medical information. E-mail Regular mail Registered mail Certified mail
The most common and efficient form of interoffice communication is ___________. Interoffice mail Intraoffice texting E-mail Regular mail
The assessment of a document to determine its clarity, consistency, and overall effectiveness is called _______________.
Editing
The assessment of a document to determine its clarity, consistency, and overall effectiveness is called _______________. Editing Correcting Checking Proofreading
Editing
The timing and the delivery of communication are critical to the ____________________ of the communication.
Effectiveness
Expressing ideas through words and gestures to ideas is known as
Encoding
Notes that are grouped together at the end of the report are called ___________. Footnotes Endnotes Headings Titles
Endnotes
One of the most visible and expressive parts of the body is:
Face
What type of correspondence requires the writer to give the recipient the details of the original request, include a duplicate of the original request, and be clear about what action you wish the recipient to take?
Follow-up letters
Notes that are positioned at the bottom of the page on which the reference appears are called __________. Footnotes Endnotes Headings Titles
Footnotes
All of these items contribute to our unspoken message except: Appearance Eye contact Hairstyle Facial Expression
Hairstyle
A barrier to effective communication is: Inactive listening Active listening Organization of the message Nonverbal communication
Inactive listening
Leaning toward a person conveys _______________ in the message.
Interest
What type of correspondence does not usually contain inside address or complimentary closings? Letters of information Letters of acknowledgement Follow-up letters Interoffice memorandum
Interoffice memorandum
Mary Beth walks into the exam room with her shoulders slumped and her head lowered. What nonverbal communication message does this convey? Friendliness Lack of culture training Lack of self-confidence Outgoing personality
Lack of self-confidence
The main purpose of which type of correspondence is to let the sender know as soon as possible that a request is being handled? Letters of information Letters of acknowledgement Follow-up letters Interoffice memorandum
Letters of acknowledgement
When originating communication, the sender will formulate ideas he or she wants to be communicated. This process is called _______________. Endnotes Encoding Message Media
Message
What style of letter formatting gives the choice to either indent new paragraphs 0.5" or keep everything to the left margin? Block Modified block Adapted block Either block or modified block
Modified block
Anything that can break down the communication transmission process is referred to as ___________.
Noise
What type of message does hygiene and grooming convey?
Nonverbal
Which style of punctuation is currently the preferred style for business letters? Mixed Standard Varied Open
Open
What are the major differences between block and modified block? In modified block, the writer should: Position the complimentary closing and signature line at a Tab stop placed at 3.25" Position the date line at a Tab stop placed at 5" Position the date line, complimentary closing and signature line at a Tab stop placed at 3.25" Begin all lines at right margin and indent new paragraphs .25"
Position the date line, complimentary closing and signature line at a Tab stop placed at 3.25"
What should always be done prior to hitting SEND on an e-mail? Copying Saving Proofreading Printing
Proofreading
_____________________ is the careful reading and examination of a document for the sole purpose of finding and correcting errors
Proofreading
Which type of letter is used when a physician transfers part or all of a patient's care to another physician?
Referral letter
At the beginning of the communication cycle, who organizes the message? Patient Physician Sender Receiver
Sender
Which type of punctuation requires placing a colon after the salutation and a comma after the complementary closing? Standard punctuation Open punctuation Closed punctuation Modified punctuation
Standard punctuation
What is the first step in becoming an active listener? Listen, interrupt, give your point of view, and start listening again Listen but fake attention to the message Stop talking and listen Interrupt if you do not agree with the message
Stop talking and listen
What body movement would indicate that the sender wants the conversation to end? Leaning back in the chair Lowering of the head Leaning toward the person Tapping a finger or pencil
Tapping a finger or pencil
When Dr. Kendall's administrative medical assistant stepped toward a patient to explain the hospital preadmission procedure, the patient abruptly took a step backwards. Which of the following is most likely the reason for the patient's movement during the communication process?
The administrative medical assistant had intruded into the patient's personal space.
Patrice felt she was being treated rudely by the administrative medical assistant. When Patrice arrived for her appointment, the assistant greeted Patrice, quickly shut the glass window, and began pointing her finger toward Patrice. The assistant was discussing a newly discovered crack in the wall with the office manager. Patrice felt unwelcome because:
The assistant's verbal message did not match her nonverbal message
You discover an error in a patient's account and realize it was your error. You report this error to your office manager and inform him of your intent to correct it. He says "That's fine," but his tone of voice is very sharp and loud. What is the conveyed message? The tone of his voice indicates he is upset although his actions do not Tone of voice has no bearing on how we interpret communication The message and tone are not related There is no conveyed message
The tone of his voice indicates he is upset although his actions do not
The first page of a manuscript is called the _______________. Label page Title page Header page Banner page
Title page
The proofreaders notation ^ means ________________. To omit a word To spell a word out To omit a stroke To insert a word or letter
To insert a word or letter
When direct eye contact is maintained, a level of __________ is established. Caring Trust Understanding Responsibility
Trust
How many styles of punctuation may be used in business letters? One Two Three Four
Two
You are typing a letter to a patient that is too long for one page. How would you start the second page?
Use blank stationery for the second page.
Which of these complimentary closings is capitalized correctly?
Very truly yours
The local nursing program would like to communicate face-to-face with a nursing program located 60 miles away, but they cannot travel the distance to visit. Which type of technology would be best suited for their needs? Blogs Podcasts Voice conferencing Video conferencing
Video conferencing
A cardiologist wants to talk with a patient's primary physician, physical therapist, and occupational therapist to establish a rehabilitation protocol after the patient has undergone triple bypass surgery. To accomplish this, they should use _________________. Blogs Podcasts Voice conferencing Video conferencing
Voice conferencing
The practice has three different locations and wants to have employees at each location participate in a telephone call without having to travel to one particular location. What type of electronic technology should they utilize?
Voice conferencing
The best planned message may not be received properly if ___________ have not been considered. others encoding strategies comments barriers
barriers
If medical records are attached to correspondence, the patient ____________ sign a release form.
must
