Question 1

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 2

Devaluing the patient's feelings and giving false hope is the ineffective communication style known as ________.

Accepted Answer

reassuring

Question 3

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 ____.

Accepted Answer

A)  aggressiveness 
B)  blocking communication 
C)  assertiveness 
D)  false reassurance 
E)  self-assurance 
A)  aggressiveness 
B)  blocking communication 
C)  assertiveness 
D)  false reassurance 
E)  self-assurance

Question 4

Which of the following is not an example of external customer service in the physician's office?

Accepted Answer

A)  Explaining procedures to patients 
B)  Expediting insurance referral requests 
C)  Responding to telephone messages 
D)  Creating a warm and caring environment 
E)  Assisting a coworker who is having a bad day 
A)  Explaining procedures to patients 
B)  Expediting insurance referral requests 
C)  Responding to telephone messages 
D)  Creating a warm and caring environment 
E)  Assisting a coworker who is having a bad day

Question 5

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 6

One patient expresses pain very emotionally, and another patient refuses to admit she has any pain. This may illustrate ____.

Accepted Answer

A)  that one patient is strong and the other is weak 
B)  different cultural beliefs 
C)  that one patient is taking the prescribed medication and the other is not 
D)  an underlying psychological problem 
E)  that one patient is looking for sympathy 
A)  that one patient is strong and the other is weak 
B)  different cultural beliefs 
C)  that one patient is taking the prescribed medication and the other is not 
D)  an underlying psychological problem 
E)  that one patient is looking for sympathy

Question 7

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 8

Body language is an example of ____.

Accepted Answer

A)  verbal communication 
B)  interpersonal skills 
C)  empathy 
D)  nonverbal communication 
E)  personal space 
A)  verbal communication 
B)  interpersonal skills 
C)  empathy 
D)  nonverbal communication 
E)  personal space

Question 9

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 10

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 11

The best way to deal with a coworker who is having a bad day is to ____.

Accepted Answer

A)  stay out of the coworker's way. 
B)  offer to pitch in and help. 
C)  avoid asking the coworker what is wrong. 
D)  interact only as necessary with the coworker. 
E)  report your coworker's bad attitude to your supervisor. 
A)  stay out of the coworker's way. 
B)  offer to pitch in and help. 
C)  avoid asking the coworker what is wrong. 
D)  interact only as necessary with the coworker. 
E)  report your coworker's bad attitude to your supervisor.

Question 12

Which of the following indicates that a medical assistant may be invading a patient's personal space?

Accepted Answer

A)  The patient leans forward toward the medical assistant. 
B)  The patient turns his head away from the medical assistant. 
C)  The patient steps closer to the medical assistant. 
D)  The patient looks directly at the medical assistant. 
E)  The patient smiles and makes a pleasant comment. 
A)  The patient leans forward toward the medical assistant. 
B)  The patient turns his head away from the medical assistant. 
C)  The patient steps closer to the medical assistant. 
D)  The patient looks directly at the medical assistant. 
E)  The patient smiles and makes a pleasant comment.

Question 13

The process of identifying with someone else's feeling is called ____.

Accepted Answer

A)  empathy 
B)  pity 
C)  sympathy 
D)  openness 
E)  sensitivity 
A)  empathy 
B)  pity 
C)  sympathy 
D)  openness 
E)  sensitivity

Question 14

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 15

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 16

When you use meaningless clichés in an automatic and mechanical way, you are making _________comments.

Accepted Answer

stereotype

Question 17

Which of the following behaviors helps prevent conflict and improve communication among coworkers?

Accepted Answer

A)  Draw a conclusion instead of asking for clarification 
B)  Support a coworker's feelings even if they are negative 
C)  Leave a coworker alone if he or she is having a bad day 
D)  Avoid participating in gossip 
E)  Criticize your supervisor only when she is not present 
A)  Draw a conclusion instead of asking for clarification 
B)  Support a coworker's feelings even if they are negative 
C)  Leave a coworker alone if he or she is having a bad day 
D)  Avoid participating in gossip 
E)  Criticize your supervisor only when she is not present

Exam 4: Interpersonal Communication

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

Devaluing the patient's feelings and giving false hope is the ineffective communication style known as ________.

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 of the following is not an example of external customer service in the physician's office?

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

One patient expresses pain very emotionally, and another patient refuses to admit she has any pain. This may illustrate ____.

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

Body language is an example of ____.

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

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 ________.

The best way to deal with a coworker who is having a bad day is to ____.

Which of the following indicates that a medical assistant may be invading a patient's personal space?

The process of identifying with someone else's feeling is called ____.

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

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

When you use meaningless clichés in an automatic and mechanical way, you are making _________comments.

Which of the following behaviors helps prevent conflict and improve communication among coworkers?

Introduction to Medical Assisting

Healthcare and the Healthcare Team

Professionalism and Success

Legal and Ethical Issues

Basic Safety and Infection Control

Patient Reception

Office Equipment and Supplies

Examination and Treatment Areas

Written and Electronic Documents

Medical Records and Documentation

Electronic Health Records

Telephone Techniques

Patient Education

Managing Medical Records

Schedule Management

Insurance and Billing

Diagnostic Coding

Procedure Coding

Patient Billing and Collection

Financial Management Key

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 System

The Digestive System

The Endocrine System

Special Senses

Patient Interview and History

Vital Signs and Measurements

Assisting With a General Physical Examination

Assisting in Reproductive and Urinary Specialties

Assisting in Pediatrics

Assisting in Geriatrics

Assisting in Other Medical Specialties

Assisting With Eye and Ear Care

Assisting With Minor Surgery

Orientation to the Lab

Electrocardiography and Pulmonary Function Testing

Microbiology and Disease

Processing and Testing Urine and Stool Specimens

Collecting, Processing, and Testing Blood Specimens

Diagnostic Imaging

Principles of Pharmacology

Dosage Calculation

Medication Administration

Physical Therapy and Rehabilitation

Nutrition and Health

Practice Management

Emergency Preparedness

Preparing for the World of Work

Filters