Question 1

What element is missing from the communication circle in the figure?

Accepted Answer

A)  Feedback 
B)  Receiver 
C)  Body language 
D)  Interference 
E)  Personal space 
A)  Feedback 
B)  Receiver 
C)  Body language 
D)  Interference 
E)  Personal space

Question 2

Humans have a great need to belong to groups, according to Maslow's belonging or _________ needs.

Accepted Answer

The answer of Humans have a great need to belong...

Question 3

You have reached ________ when you find self-fulfillment and realize your own potential.

Accepted Answer

The answer of You have reached ________ when you find...

Question 4

Mrs. Underwood is in your office for a follow-up on injuries she received in an automobile accident in which her husband was killed. She is visibly upset and sits on the edge of the examination table, crying quietly. You need to find out how her physical wounds are healing and how much pain she is in. Which of the following statements would be your best choice for opening the conversation?

Accepted Answer

A)  "Is there something you'd like to talk about?" 
B)  "Don't worry, Mrs. Underwood, everything will be okay." 
C)  "Mrs. Underwood, I need you to stop crying now so the doctor can examine you." 
D)  "Please tell me how the accident occurred." 
E)  "Now, Mrs. Underwood, it can't be that bad." 
A)  "Is there something you'd like to talk about?" 
B)  "Don't worry, Mrs. Underwood, everything will be okay." 
C)  "Mrs. Underwood, I need you to stop crying now so the doctor can examine you." 
D)  "Please tell me how the accident occurred." 
E)  "Now, Mrs. Underwood, it can't be that bad."

Question 5

Which is the following is the best policy when communicating with your direct supervisor?

Accepted Answer

A)  avoid asking questions 
B)  never take the initiative to offer a suggestion 
C)  interrupt your supervisor each time you have a question 
D)  keep your supervisor informed 
E)  politely decline to perform tasks that are not in your job description, even if they are within your scope of practice 
A)  avoid asking questions 
B)  never take the initiative to offer a suggestion 
C)  interrupt your supervisor each time you have a question 
D)  keep your supervisor informed 
E)  politely decline to perform tasks that are not in your job description, even if they are within your scope of practice

Question 6

The best way to deal with a coworker you are having trouble getting along with is to ____.

Accepted Answer

A)  try to work it out with the coworker 
B)  go to the supervisor and explain the situation 
C)  seek advice from another coworker 
D)  ask for a job reassignment if possible 
E)  confront the coworker when patients are present 
A)  try to work it out with the coworker 
B)  go to the supervisor and explain the situation 
C)  seek advice from another coworker 
D)  ask for a job reassignment if possible 
E)  confront the coworker when patients are present

Question 7

During the communication process, posture can usually be described as either _______________.

Accepted Answer

A)  straight or bent 
B)  direct or indirect 
C)  appropriate or inappropriate 
D)  vertical or horizontal 
E)  open or closed 
A)  straight or bent 
B)  direct or indirect 
C)  appropriate or inappropriate 
D)  vertical or horizontal 
E)  open or closed

Question 8

In which of the following examples does the medical assistant demonstrate positive communication?

Accepted Answer

A)  "I'm sorry you are on the lunch hour, because you may have to wait to see the doctor." 
B)  "This injection is going to hurt." 
C)  "I've answered all the questions I have time to answer." 
D)  "I can't answer that question." 
E)  "This paperwork won't take long at all." 
A)  "I'm sorry you are on the lunch hour, because you may have to wait to see the doctor." 
B)  "This injection is going to hurt." 
C)  "I've answered all the questions I have time to answer." 
D)  "I can't answer that question." 
E)  "This paperwork won't take long at all."

Question 9

When you protect yourself or the institution you work for from verbal attack, the patient may feel the need to stop communicating. This is an example of the ineffective communication technique called ________.

Accepted Answer

The answer of When you protect yourself or the institution...

Question 10

____ is counterproductive to the efficiency of an office.

Accepted Answer

A)  Asking questions 
B)  Mutual trust 
C)  Cohesiveness 
D)  Teamwork 
E)  Conflict 
A)  Asking questions 
B)  Mutual trust 
C)  Cohesiveness 
D)  Teamwork 
E)  Conflict

Question 11

When communicating with a patient who cannot speak or understand English, ____.

Accepted Answer

A)  insist that the patient learn English 
B)  speak to the patient using appropriate medical terminology 
C)  learn and use a few phrases in the patient's native language 
D)  write down instructions for the patient 
E)  avoid using professional interpreters 
A)  insist that the patient learn English 
B)  speak to the patient using appropriate medical terminology 
C)  learn and use a few phrases in the patient's native language 
D)  write down instructions for the patient 
E)  avoid using professional interpreters

Question 12

What is a common reaction of patients who have acquired immunodeficiency syndrome (AIDS)?

Accepted Answer

A)  Assertive behavior 
B)  Guilt 
C)  Acceptance 
D)  Aggressive behavior 
E)  Indifference 
A)  Assertive behavior 
B)  Guilt 
C)  Acceptance 
D)  Aggressive behavior 
E)  Indifference

Question 13

Body language includes facial expressions, eye contact, posture, attention to personal space, and ____.

Accepted Answer

A)  respect 
B)  openness 
C)  touch 
D)  sensitivity 
E)  empathy 
A)  respect 
B)  openness 
C)  touch 
D)  sensitivity 
E)  empathy

Question 14

Signs of anxiety include ____.

Accepted Answer

A)  passiveness and drowsiness 
B)  increased blood pressure and sweaty palms 
C)  quietness and relaxed appearance 
D)  decrease in pulse and breathing 
E)  calm attitude and cheerful smile 
A)  passiveness and drowsiness 
B)  increased blood pressure and sweaty palms 
C)  quietness and relaxed appearance 
D)  decrease in pulse and breathing 
E)  calm attitude and cheerful smile

Question 15

A medical assistant sees a patient looking uneasy and responds, "You look concerned. How can I help you feel more comfortable?" This is an example of which type of skill?

Accepted Answer

A)  Aggressiveness 
B)  Nonassertiveness 
C)  Assertiveness 
D)  Genuineness 
E)  Self-assurance 
A)  Aggressiveness 
B)  Nonassertiveness 
C)  Assertiveness 
D)  Genuineness 
E)  Self-assurance

Question 16

Which of the following is an example of positive communication?

Accepted Answer

A)  Asking a patient to repeat your instructions 
B)  Interrupting a patient when he does not understand 
C)  Treating all patients the same 
D)  Informing patients when you cannot spend any more time with them 
E)  Leaving the room when a patient becomes angry 
A)  Asking a patient to repeat your instructions 
B)  Interrupting a patient when he does not understand 
C)  Treating all patients the same 
D)  Informing patients when you cannot spend any more time with them 
E)  Leaving the room when a patient becomes angry

Question 17

How much personal space do people typically use in a personal conversation?

Accepted Answer

A)  No special distance 
B)  1 to 4 ft. 
C)  5 to 7 ft. 
D)  8 to 10 ft. 
E)  10 to 12 ft. 
A)  No special distance 
B)  1 to 4 ft. 
C)  5 to 7 ft. 
D)  8 to 10 ft. 
E)  10 to 12 ft.

Question 18

Anything that changes a message in any way or interferes with communication is considered to be ________.

Accepted Answer

The answer of Anything that changes a message in any...

Question 19

An example of active listening is ____.

Accepted Answer

A)  sitting in a lecture presentation 
B)  observing two children fighting 
C)  interviewing a patient 
D)  watching a television program 
E)  attending a live jazz performance 
A)  sitting in a lecture presentation 
B)  observing two children fighting 
C)  interviewing a patient 
D)  watching a television program 
E)  attending a live jazz performance

Question 20

Indicating that you heard the patient and follow the train of thought is the communication technique of ________.

Accepted Answer

The answer of Indicating that you heard the patient and...

Exam 4: Interpersonal Communication

What element is missing from the communication circle in the figure?

Humans have a great need to belong to groups, according to Maslow's belonging or _________ needs.

You have reached ________ when you find self-fulfillment and realize your own potential.

Which is the following is the best policy when communicating with your direct supervisor?

The best way to deal with a coworker you are having trouble getting along with is to ____.

During the communication process, posture can usually be described as either _______________.

In which of the following examples does the medical assistant demonstrate positive communication?

When you protect yourself or the institution you work for from verbal attack, the patient may feel the need to stop communicating. This is an example of the ineffective communication technique called ________.

____ is counterproductive to the efficiency of an office.

When communicating with a patient who cannot speak or understand English, ____.

What is a common reaction of patients who have acquired immunodeficiency syndrome (AIDS)?

Body language includes facial expressions, eye contact, posture, attention to personal space, and ____.

Signs of anxiety include ____.

A medical assistant sees a patient looking uneasy and responds, "You look concerned. How can I help you feel more comfortable?" This is an example of which type of skill?

Which of the following is an example of positive communication?

How much personal space do people typically use in a personal conversation?

Anything that changes a message in any way or interferes with communication is considered to be ________.

An example of active listening is ____.

Indicating that you heard the patient and follow the train of thought is the communication technique of ________.

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

Filters