Question 1

The process of _____________ involves an exchange of messages.

Accepted Answer

The answer of The process of _____________ involves an exchange...

Question 2

The most effective way to assess whether you are communicating negatively is to ____.

Accepted Answer

A)  ask for feedback 
B)  avoid looking at the patient 
C)  realize that communication is a perception 
D)  use good body language 
E)  read the policy manual 
A)  ask for feedback 
B)  avoid looking at the patient 
C)  realize that communication is a perception 
D)  use good body language 
E)  read the policy manual

Question 3

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

Accepted Answer

The answer of Being firm and standing by one's principles...

Question 4

Which of the following actions should the medical assistant take when communicating with a mentally or emotionally disturbed patient?

Accepted Answer

A)  Remain calm if the patient becomes agitated or confused 
B)  Avoid asking the patient to repeat what he said 
C)  Speak in a loud voice 
D)  Use a quiet voice in a secluded area 
E)  Mirror the patient's reactions to show that you understand 
A)  Remain calm if the patient becomes agitated or confused 
B)  Avoid asking the patient to repeat what he said 
C)  Speak in a loud voice 
D)  Use a quiet voice in a secluded area 
E)  Mirror the patient's reactions to show that you understand

Question 5

Another term for body language is ________communication.

Accepted Answer

The answer of Another term for body language is ________communication....

Question 6

A medical assistant who stands facing the patient and holds her arms at her sides while she converses with the patient is demonstrating ____.

Accepted Answer

A)  assertiveness 
B)  passive listening 
C)  an anxious feeling 
D)  an open posture 
E)  aggressiveness 
A)  assertiveness 
B)  passive listening 
C)  an anxious feeling 
D)  an open posture 
E)  aggressiveness

Question 7

The medical assistant's goal for working with angry patients is to ____.

Accepted Answer

A)  confront them with their inappropriate behavior 
B)  tell them the consequences of their angry behavior 
C)  avoid allowing them to discuss their anger 
D)  help them refocus emotional energy toward solving the problem 
E)  get them out of the office as quickly as possible 
A)  confront them with their inappropriate behavior 
B)  tell them the consequences of their angry behavior 
C)  avoid allowing them to discuss their anger 
D)  help them refocus emotional energy toward solving the problem 
E)  get them out of the office as quickly as possible

Question 8

When interacting with patients of other cultures or ethnic groups, ____.

Accepted Answer

A)  never try to speak their language 
B)  avoid involving family members 
C)  assume that they have the same attitude toward healthcare as you do 
D)  never make value judgments 
E)  insist that they accept your point of view 
A)  never try to speak their language 
B)  avoid involving family members 
C)  assume that they have the same attitude toward healthcare as you do 
D)  never make value judgments 
E)  insist that they accept your point of view

Question 9

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

Accepted Answer

The answer of You should avoid ________ the patient by...

Question 10

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

Accepted Answer

The answer of The ________ needs are those that must...

Question 11

The area of medicine that works with terminally ill patients and their families is ________.

Accepted Answer

The answer of The area of medicine that works with...

Question 12

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

Accepted Answer

The answer of A person who tries to impose his...

Question 13

"Women are bad at math" and "Men don't know how to communicate" are examples of ____.

Accepted Answer

A)  realizing one's own limitations 
B)  being tolerant of each other's handicaps 
C)  recognizing the need to have someone else perform a service 
D)  passing judgment and stereotyping 
E)  icebreakers to help relax a patient 
A)  realizing one's own limitations 
B)  being tolerant of each other's handicaps 
C)  recognizing the need to have someone else perform a service 
D)  passing judgment and stereotyping 
E)  icebreakers to help relax a patient

Question 14

One way to improve your listening skills is to ____.

Accepted Answer

A)  avoid giving feedback 
B)  respond immediately when spoken to 
C)  think before you respond 
D)  display concern by eliminating personal space 
E)  practice passive listening 
A)  avoid giving feedback 
B)  respond immediately when spoken to 
C)  think before you respond 
D)  display concern by eliminating personal space 
E)  practice passive listening

Question 15

The unconscious attempt to reject feelings, thoughts, and facts is ________.

Accepted Answer

The answer of The unconscious attempt to reject feelings, thoughts,...

Question 16

A medical assistant who does not intrude on a patient's personal space is ____.

Accepted Answer

A)  being rude and inconsiderate 
B)  showing respect for the patient's feelings 
C)  avoiding dealing with the situation 
D)  feeling uncomfortable with the patient 
E)  unlikely to get true answers from the patient 
A)  being rude and inconsiderate 
B)  showing respect for the patient's feelings 
C)  avoiding dealing with the situation 
D)  feeling uncomfortable with the patient 
E)  unlikely to get true answers from the patient

Question 17

Magda receives a memo from her supervisor explaining that starting next month, the clinic will be open on Saturday mornings and will remain open until 7 PM on Tuesdays and Thursdays. The attached work schedule shows that Magda is scheduled to work from 11 AM to 7 PM on Thursdays. However, Magda has a class on Tuesday and Thursday nights. What should Magda do?

Accepted Answer

A)  Display an attitude of acceptance, even though it will mean missing half of her classes. 
B)  Express her anger to a coworker. 
C)  Ask several coworkers to see what they think about the schedule changes. 
D)  Write a memo to her supervisor refusing to work the new hours. 
E)  Discuss her concerns with her supervisor. 
A)  Display an attitude of acceptance, even though it will mean missing half of her classes. 
B)  Express her anger to a coworker. 
C)  Ask several coworkers to see what they think about the schedule changes. 
D)  Write a memo to her supervisor refusing to work the new hours. 
E)  Discuss her concerns with her supervisor.

Question 18

A professional who is firm and stands up for himself or herself while still showing respect for others is ____.

Accepted Answer

A)  assertive 
B)  genuine 
C)  friendly 
D)  aggressive 
E)  abrasive 
A)  assertive 
B)  genuine 
C)  friendly 
D)  aggressive 
E)  abrasive

Question 19

Skills involved in communication are ________skills, interpersonal skills, and assertiveness skills.

Accepted Answer

The answer of Skills involved in communication are ________skills, interpersonal...

Question 20

By setting ________, you can limit undesirable behavior.

Accepted Answer

The answer of By setting ________, you can limit undesirable...

Exam 4: Interpersonal Communication

The process of _____________ involves an exchange of messages.

The most effective way to assess whether you are communicating negatively is to ____.

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

Which of the following actions should the medical assistant take when communicating with a mentally or emotionally disturbed patient?

Another term for body language is ________communication.

A medical assistant who stands facing the patient and holds her arms at her sides while she converses with the patient is demonstrating ____.

The medical assistant's goal for working with angry patients is to ____.

When interacting with patients of other cultures or ethnic groups, ____.

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

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

The area of medicine that works with terminally ill patients and their families is ________.

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

"Women are bad at math" and "Men don't know how to communicate" are examples of ____.

One way to improve your listening skills is to ____.

The unconscious attempt to reject feelings, thoughts, and facts is ________.

A medical assistant who does not intrude on a patient's personal space is ____.

A professional who is firm and stands up for himself or herself while still showing respect for others is ____.

Skills involved in communication are ________skills, interpersonal skills, and assertiveness skills.

By setting ________, you can limit undesirable behavior.

Introduction to Medical Assisting

Healthcare and the Healthcare Team

Professionalism and Success

Legal and Ethical Issues

Infection Control Fundamentals

Safety and Patient Reception

Office Equipment and Supplies

Examination and Treatment Areas

Written and Electronic Communication

Medical Records and Documentation

Electronic Health Records

Managing Medical Records

Telephone Techniques

Patient Education

Schedule Management

Insurance Billing

Diagnostic Coding

Procedure Coding

Patient Collections and Financial Management

Organization of the Body

The Integumentary System

The Skeletal System

The Muscular System

The Cardiovascular System

The Blood

The Lymphatic and Immune Systems

The Respiratory System

The Nervous System

The Urinary System

The Reproductive Systems

The Digestive System

The Endocrine System

Special Senses

Infection Control Practices

Patient Interview and History

Vital Signs and Measurements

Assisting With a General Physical Exam

Assisting in Reproductive and Urinary Specialties

Assisting in Pediatrics

Assisting in Geriatrics

Assisting in Other Medical Specialties

Assisting in Eye and Ear Care

Assisting in Minor Surgery

Orientation to the Lab

Microbiology and Disease

Processing and Testing Urine and Stool Samples

Collecting, Processing, and Testing Blood Specimens

Electrocardiography and Pulmonary Function Testing

Diagnostic Imaging

Principles of Pharmacology

Math and Dosage Calculations

Medication Administration

Physical Therapy and Rehabilitation

Nutrition and Health

Practice Management

Emergency Preparedness

Preparing for the World of Work

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