Download Therapeutic Communication Quiz Taken from Booth McGraw Hill

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
The source sends the message to a receiver; the receiver is missing in this figure.
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
After receiving the message from the source, the receiver sends feedback to the source.
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
Verbal or nonverbal evidence that the receiver received and understood the message is feedback.
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
Noise is anything that changes the message in any way or interferes with the communication process. If
the patient is too warm or too cold, communication may be inhibited.
5. Interpersonal skills include ____.
A. assertiveness
B. warmth and friendliness
C. touch
D. aggressiveness
E. passive listening
A friendly but professional approach, a pleasant greeting, and a smile are interpersonal skills that help a
patient feel relaxed.
6. Body language is an example of ____.
A. verbal communication
B. interpersonal skills
C. empathy
D. nonverbal communication
E. personal space
Body language is an example of nonverbal communication.
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
Noise is anything that distorts the message in any way or interferes with the communication process.
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
In the medical office, it is the medical assistant's responsibility to set the stage for positive
communication.
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."
Positive communication involves including some positive aspect, even when delivering bad news.
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
One of the most effective ways to assess whether your communication style has a negative impact on
others is to ask for feedback.
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
One example of positive communication is asking patients to repeat your instructions to make sure they
understand.
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
Giving approval may lead the patient to strive for praise rather than progress.
13. Body language includes facial expressions, eye contact, posture, attention to personal space, and
____.
A. respect
B. openness
C. touch
D. sensitivity
E. empathy
Body language includes facial expressions, eye contact, posture, touch, and attention to personal space.
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
Never allow yourself to make value judgments or to stereotype a patient, culture, or ethnic group.
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
Forgetting common courtesies, such as saying please and thank you, is a form of negative
communication.
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
During communication, posture can usually be described as open (receptive or friendly) or closed
(unreceptive, anger).
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
Leaning back in a chair or away from a person and folding your arms across your chest is a closed posture
that may convey to patients that you are not totally receptive to what they are saying.
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
Cherise says she's okay with having surgery, but her closed posture, avoidance of eye contact, and facial
expression imply that she may not mean what she says.
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
In an open posture, your arms lie comfortably at your sides or in your lap as you face the other person.
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
By not intruding on a patient's personal space, the medical assistant shows respect for the patient's
feelings of privacy.
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.
In most social situations, it is common for people to stand 4 to 12 feet away from each other.
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.
For personal conversation, people typically stand between 1 to 4 feet from each other.
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.
When a patient leans back when you lean forward or turns his head away, it may be an indication that you
are invading his personal space.
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
In passive listening, you do not interact with the source of the message.
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
Thinking about what you have heard before you respond not only helps you understand what has been
said, but also allows you to give a more thoughtful and appropriate answer.
26. The process of identifying with someone else's feeling is called ____.
A. empathy
B. pity
C. sympathy
D. openness
E. sensitivity
Empathy is the process of identifying with someone else's feelings.
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
Active listening involves two-way communication.
28. Accepting others and not being biased for or against them is called ____.
A. empathy
B. assertiveness
C. listening
D. openness
E. respect
Openness means being willing to listen to and consider others' viewpoints and concerns, without being
biased for or against them.
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
Showing respect can mean acknowledging a patient's wishes or choices without passing judgment.
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
Being assertive means being firm and standing by your principles while still showing respect for others
and their opinions.
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
Assertiveness includes trusting your instincts and acting on them.
32. The "white-coat syndrome" describes a(n) ____ patient.
A. confused
B. angry
C. ambivalent
D. relaxed
E. anxious
"White-coat syndrome" refers to the anxiety patients feel in a doctor's office or other healthcare setting.
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
Signs of anxiety include a tense appearance, increased blood pressure, increased rates of breathing and
pulse, sweaty palms, reported problems with sleep or appetite, irritability, and agitation.
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
The goal with angry patients is to help them refocus their emotional energy toward solving the problem.
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
Rather than viewing differences as communication barriers, be tolerant and strive to understand them.
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
It is important to remain calm if the patient becomes agitated or confused. If the patient perceives that you
are uncomfortable or agitated, it will increase the patient's anxiety level.
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
Patients who have AIDS or HIV often feel guilty, angry, and depressed.
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
Keep your supervisor informed about issues that occur, such as a copier not working properly or multiple
complaints about the exam rooms.
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
Family members can provide important emotional support to the patient, but you should always ask
patients if they want a family member or friend to accompany them. Do not just assume their preference.
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
Learning a few phrases in the patient's native language conveys respect and demonstrates your
willingness to learn about the patient's culture.
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
Cultures differ in the way they perceive and report symptoms. Some express pain emotionally because
they believe that suppressing pain is harmful, while others may believe that acknowledging pain is a sign
of weakness.
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
The first thing you should do is try to work it out with your coworker. Do not go over her head; she may
wish to correct the problem without involving her supervisor.
43. ____ is counterproductive to the efficiency of an office.
A. Asking questions
B. Mutual trust
C. Cohesiveness
D. Teamwork
E. Conflict
Conflict is counterproductive to the efficiency of an office.
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
Gossip is not a professional behavior. You should act professionally at all times while you are on the job.
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.
Try to be supportive of your coworkers. If a coworker is having a bad day, offer to help, or to run out and
get her lunch if she is too busy to go out.
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
Sweeping generalizations like these are a form of stereotyping and passing judgment. Show respect for
coworkers and try to be tolerant and nonjudgmental.
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.
Magda's supervisor probably does not know about Magda's class. If Magda explains her concern, the
supervisor may be able to make changes in the schedule to accommodate Magda's class schedule.
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
If you are feeling stressed, try to take a "breather" between patients or a break from desk work—take a
short walk, get some fresh air, and stretch your legs.
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
Self-actualized people are generally comfortable with who they are and know their strengths and
weaknesses.
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
When physiological needs such as air, water, food, sleep, and sex are not satisfied, people may become ill
or experience pain, irritation, nor discomfort.