Question 1

Calming patients' fears and concerns is a part of the medical assistant's job description.

Accepted Answer

A) True 
 B)False

Question 2

Our verbal actions are learned behaviors that are greatly influenced by our family and cultural backgrounds. The body naturally expresses our true feelings; in fact, experts say that more than 80% of communication is nonverbal.

Accepted Answer

A)  Both statements are true. 
B)  Both statements are false. 
C)  The first statement is true; the second is false. 
D)  The first statement is false; the second is true.

Question 3

In which of the following situations is it important to use more descriptive language when communicating?

Accepted Answer

A)  Patient with diminished hearing 
B)  Patient with a visual disturbance 
C)  Non-English-speaking patient 
D)  Adolescent patients

Question 4

____________ communications are usually most accurate.

Accepted Answer

The answer of ____________ communications are usually most accurate....

Question 5

Which aspect of our communication is most likely to convey our true feelings and beliefs?

Accepted Answer

A)  Nonverbal communication 
B)  Verbal communication 
C)  The way we verbalize a phrase or word 
D)  Spoken words only

Question 6

When educating the patient, the medical assistant should have a professional ____________ of concern and helpfulness.

Accepted Answer

The answer of When educating the patient, the medical assistant...

Question 7

Which of the following is the most common communication error in patient care?

Accepted Answer

A)  Providing unwarranted assurance 
B)  Giving advice 
C)  Using medical terminology 
D)  Using leading questions 
E)  Talking too much

Question 8

The principal reason for requesting feedback when communicating with patients is to determine whether they

Accepted Answer

A)  have a vision problem. 
B)  are cooperative. 
C)  understand what is being said. 
D)  are mentally alert.

Question 9

Even when two people are speaking at the same time, various channels of communication are used, such as

Accepted Answer

A)  words. 
B)  body language. 
C)  facial expressions. 
D)  All of the above

Question 10

Patients from other countries and cultures may need extra time to understand what is being said to them.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following involves repeating the main idea of the conversation while also identifying the sender's feelings?

Accepted Answer

A)  Restatement 
B)  Reflection 
C)  Clarification 
D)  Listening

Question 12

Which statement is false with regard to the interpretation of gestures and body language that you may encounter among the patients in a medical setting?

Accepted Answer

A)  They are less significant than verbal communication. 
B)  They vary widely in meaning. 
C)  Knowledge of them will influence patient relations. 
D)  They may require special accommodations.

Question 13

Obtaining ___________ from patients helps medical assistants understand and better interpret patients' medical problems, so that they can be accurately conveyed to the physician.

Accepted Answer

The answer of Obtaining ___________ from patients helps medical assistants...

Question 14

Verbal expressions or body language, such as a nod of understanding, are called

Accepted Answer

A)  internal noise. 
B)  external noise. 
C)  channels. 
D)  feedback.

Question 15

The stage in Maslow's hierarchy of needs in which we maximize our potential is

Accepted Answer

A)  self-actualization. 
B)  esteem and recognition. 
C)  love and belonging. 
D)  safety and security.

Question 16

Which of the following can be a channel in linear communication?

Accepted Answer

A)  Spoken word 
B)  Written message 
C)  Body language 
D)  E-mail message 
E)  All of the above

Question 17

When a message is ___________, it is converted into intelligible form.

Accepted Answer

The answer of When a message is ___________, it is...

Question 18

The __________ formed in the early moments of meeting someone remain in our thoughts long after the first words are spoken.

Accepted Answer

The answer of The __________ formed in the early moments...

Question 19

Which is not likely to be one of the factors that influence the first impression we make on others?

Accepted Answer

A)  What we say 
B)  What we do 
C)  What we think 
D)  How we look

Exam 4: Therapeutic Communications