Download 6. Body language is an example of ____.

Therapeutic Communication Quiz
Taken from Booth McGraw Hill Medical Assisting
1. What element is missing from the communication circle in the figure?
A.
B.
C.
D.
E.
Feedback
Receiver
Body language
Interference
Personal space
2. In the communication circle, what is the response to the message by the receiver called?
A. Reply
B. Exchange
C. Feedback
D. Source
E. Noise
3. Verbal or nonverbal evidence that the receiver got and understood the message is ____.
A. feedback
B. body language
C. passive listening
D. active listening
E. noise
4. A medical assistant asks a patient if the temperature is comfortable in the examination room. This is an
example of ____.
A. setting the pace
B. developing social skills
C. controlling the noise
D. creating trust
E. setting boundaries
5. Interpersonal skills include ____.
A. assertiveness
B. warmth and friendliness
C. touch
D. aggressiveness
E. passive listening
6. Body language is an example of ____.
A. verbal communication
B. interpersonal skills
C. empathy
D. nonverbal communication
E. personal space
7. Anything that distorts the message in any way or interferes with the communication process is called
____.
A. timing
B. body language
C. noise
D. rapport
E. passive listening
8. It is the responsibility of the ____ to set the stage for positive communication with a patient.
A. medical assistant
B. nurse
C. physician
D. patient
E. physician assistant
9. In which of the following examples does the medical assistant demonstrate positive communication?
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."
10. The most effective way to assess whether you are communicating negatively is to ____.
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
11. Which of the following is an example of positive communication?
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
12. Which of the following is an example of an ineffective therapeutic communication?
A. Active listening
B. Giving approval
C. Empathy
D. Assertiveness
E. Being silent
13. Body language includes facial expressions, eye contact, posture, attention to personal space, and ____.
A. respect
B. openness
C. touch
D. sensitivity
E. empathy
14. When interacting with patients of other cultures or ethnic groups, ____.
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
15. Which of the following is an example of negative communication?
A. Speaking slowly
B. Looking directly at a patient when speaking
C. Forgetting to say thank you
D. Encouraging the patient to ask questions
E. Speaking assertively
16. During communication, posture is described as ____.
A. straight or bent
B. direct or indirect
C. appropriate or inappropriate
D. vertical or horizontal
E. open or closed
17. A person who is leaning back in his chair with his arms folded across his chest is displaying ____.
A. boredom
B. closed posture
C. personal space
D. active listening
E. relaxation
18. When the physician explains that Cherise needs surgery, she says, "I'm okay with that." She is sitting with
her arms folded across her chest and is avoiding eye contact with the physician. When the physician asks if
she is sure, Cherise says, "Yeah, yeah, it's okay," but she is frowning. This is an example of ____.
A. body language that indicates one's true feelings
B. a patient who is looking forward to surgery
C. verbal communication that confirms body language
D. a patient who understands the instructions given
E. a patient who is being honest about her feelings
19. A medical assistant who stands facing the patient and holds her arms at her sides while she converses
with the patient is demonstrating ____.
A. assertiveness
B. passive listening
C. an anxious feeling
D. an open posture
E. aggressiveness
20. A medical assistant who does not intrude on a patient's personal space is ____.
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
21. How much personal space do people require in most social situations?
A. 1 to 2 ft.
B. 3 to 6 ft.
C. 4 to 12 ft.
D. 6 to 15 ft.
E. 10 to 20 ft.
22. How much personal space do people typically use in a personal conversation?
A. No special distance
B. 1 to 4 ft.
C. 5 to 7 ft.
D. 8 to 10 ft.
E. 10 to 12 ft.
23. Which of the following indicates that a medical assistant may be invading a patient's personal space?
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.
24. An example of passive listening is ____.
A. responding to a comment
B. participating in an educational lecture
C. intervening in an interaction between two people
D. asking questions of the person who is speaking
E. listening to a news program on the radio
25. One way to improve your listening skills is to ____.
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
26. The process of identifying with someone else's feeling is called ____.
A. empathy
B. pity
C. sympathy
D. openness
E. sensitivity
27. An example of active listening is ____.
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
28. Accepting others and not being biased for or against them is called ____.
A. empathy
B. assertiveness
C. listening
D. openness
E. respect
29. A medical assistant shows ____ when she acknowledges a patient's wishes without passing judgment.
A. respect
B. genuineness
C. reassurance
D. sympathy
E. rapport
30. A professional who is firm and stands up for himself or herself while still showing respect for others is
____.
A. assertive
B. genuine
C. friendly
D. aggressive
E. abrasive
31. 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 ____.
A. aggressiveness
B. blocking communication
C. assertiveness
D. false reassurance
E. self-assurance
32. The "white-coat syndrome" describes a(n) ____ patient.
A. confused
B. angry
C. ambivalent
D. relaxed
E. anxious
33. Signs of anxiety include ____.
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
34. The medical assistant's goal for working with angry patients is to ____.
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
35. What should the healthcare professional do when faced with patients from cultures with different
behaviors, traditions, and values than his or her own?
A. Recognize that other cultures are inferior
B. Avoid trying to understand their culture
C. Strive to understand and be tolerant of them
D. Get someone from a similar culture to care for the patient
E. Teach the patient acceptable behaviors in your culture
36. When communicating with a mentally or emotionally disturbed patient, the medical assistant should
____.
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
37. A common reaction of patients with acquired immunodeficiency syndrome (AIDS) and human
immunodeficiency virus (HIV) is ____.
A. assertive behavior
B. guilt
C. acceptance of their disease
D. friendliness
E. indifference
38. When communicating with your direct supervisor, ____.
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
39. The most appropriate way to deal with a family member who accompanies a patient to an appointment is
to ____.
A. refuse to talk to the family member
B. tell the family member that it is inappropriate for them to accompany the patient
C. ask the patient if the family member should accompany him or her to the examination room
D. insist that the family member leave the office
E. ask the family member if he or she wants to accompany the patient to the examination room
40. When communicating with a patient who cannot speak or understand English, ____.
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
41. One patient expresses pain very emotionally, and another patient refuses to admit she has any pain. This
may illustrate ____.
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
42. The best way to deal with a coworker you are having trouble getting along with is to ____.
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
43. ____ is counterproductive to the efficiency of an office.
A. Asking questions
B. Mutual trust
C. Cohesiveness
D. Teamwork
E. Conflict
44. Which of the following behaviors helps prevent conflict and improve communication among coworkers?
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
45. The best way to deal with a coworker who is having a bad day is to ____.
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.
46. "Women are bad at math" and "Men don't know how to communicate" are examples of ____.
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
47. 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?
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.
48. Tips for reducing noise caused by stress include ____.
A. eating a diet high in sugar, fat, and caffeine
B. realizing that sometimes there are no choices
C. taking a walk to stretch your legs and get some fresh air
D. taking on another responsibility to keep busy
E. calling in sick until you feel less stressed
49. Successful people who are comfortable with themselves have usually reached which level of Maslow's
hierarchy?
A. Deficiency needs
B. Physiological needs
C. Safety needs
D. Love/belonging needs
E. Self-actualization
50. When these needs are not met, the person may become ill.
A. Safety needs
B. Belonging needs
C. Esteem needs
D. Physiological needs
E. Love needs