MA Review Chapter 4

In the communication circle, what is the response to the message by the receiver called? A. Reply B. Exchange C. Feedback D. Source

Interpersonal skills include which of the following? A. Assertiveness B. Warmth and friendliness C. Touch D. Aggressiveness

Body language is an example of ____. A. verbal communication B. interpersonal skills C. empathy D. nonverbal communication

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

It is the responsibility of the ____ to set the stage for positive communication with the patient. A. medical assistant B. nurse C. physician D. patient

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. "This paperwork won't take long at all."

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 perception D. use good body language

Which of the following is an example of an ineffective therapeutic communication? A. Active listening B. Giving approval C. Empathy D. Assertiveness

Body language includes facial expressions, eye contact, posture, attention to personal space, and ______. A. respect B. openness C. touch D. sensitivity

Which of the following is an example of positive communication? A. Asking the 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

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

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

During the communication process, posture can usually be described as either _____. A. direct or indirect B. appropriate or inappropriate C. vertical or horizontal D. open or closed

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

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

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

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

How much personal space do people require in most social situations? A. 1 to 2 feet B. 3 to 6 feet C. 4 to 12 feet D. 6 to 15 feet

How much personal space do people typically use in a personal conversation? A. no special distance B. 1 to 4 feet C. 5 to 7 feet D. 8 to 10 feet

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

Which of the following is an example of passive listening? A. Listening to a news program on the radio B. Participating in an educational lecture C. Intervening in an interaction between two people D. Asking questions of the person who is speaking

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

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

Accepting others and not being biased for or against them is called _____. A. empathy B. assertiveness C. listening D. openness

A medical assistant shows ____ when she acknowledges a patient's wishes without passing judgment. A. respect B. genuineness C. reassurance D. sympathy

A professional who is firm and stands up for himself or herself while showing respect for others is _____. A. assertive B. genuine C. friendly D. aggressive

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? A. Aggressiveness B. Nonassertiveness C. Assertiveness D. Genuineness

The "white-coat syndrome" usually leads to which patient reaction? A. Anxious B. Angry C. Confused D. Relaxed

Signs of anxiety include _____. A. passiveness and drowsiness B. quietness and relaxed appearance C. increased blood pressure and sweaty palms D. decrease in pulse and breathing

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

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

Which of the following actions should the medical assistant take when communicating with a mentally or emotionally disturbed patient? 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

What is a common reaction of patients who have acquired immunodeficiency syndrome (AIDS)? A. Assertive behavior B. Guilt C. Acceptance D. Aggressive behavior

Which of the following is the best policy 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

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 exam room D. insist that the family member leave the office

When communicating with a patient who cannot speak or understand English, ____. A. use a professional interpreter B. speak to the patient using appropriate medical terminology C. learn the patient's native language D. write down instructions for the patient

When one patient expresses pain very emotionally, and another patient refuses to admit she have any pain but is grimacing, 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

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

____ is counterproductive to the efficiency of an office. A. Conflict B. Mutual trust C. Cohesiveness D. Teamwork

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

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

"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

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. Write a memo to her supervisor refusing to work the new hours D. Discuss her concerns with her supervisor

Which of the following are good tips for reducing noise caused by stress? 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

Individuals who have a fulfilling career and a balanced personal life have usually reached which level of Maslow's hierarchy? A. Self-actualization B. Physiological needs C. Safety needs D. Love/belonging needs

Which of the needs represented on Maslow's hierarchy of needs chart could cause a person to become ill if these needs are not satisfied? A. Safety needs B. Belonging needs C. Esteem needs D. Physiological needs

Sam, a coworker, has been making personal comments to you that make you feel uncomfortable. At first, he just made an occasional remark about how nice you look, but recently, the remarks and the personal nature of the remarks have increased. What action should you take? A. Ignore Sam's comments, because acknowledging them will "add fuel to the fire" B. Request to work a different shift to avoid Sam altogether C. Be assertive but diplomatic with Sam and tell him his comments are inappropriate D. Request a transfer to another office

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? A. "Is there is 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."

Caroline and Nichole work together in the busy reception area of an outpatient clinic. It seems to Caroline that Nichole is constantly complaining about something. The patients are rude, the doctors are cranky, the clinic's medical assistant is arrogant...Nichole seems to find something negative to say about everyone. One day in the break room, Nichole says to Caroline, "I don't know how Dr. Noya keeps his job. Do you know what he did yesterday?" Which of the following would be Caroline's best response? A. "No, tell me - what happened?" B. "I think the clinic is getting ready to fire him." C. "No. By the way, did you see that PBS special last night on healthcare?" D. "Many of the patients refuse to be seen by Dr. Noya."

Positive communication can help develop a harmonious, positive relationship with coworkers. This relationship is also known as ____. A. empathy B. personal space C. rapport D. homeostasis

The ability to communicate with patients in terms that they understand so that they feel at ease and comfortable with what you are saying is called ____ communication.

Patients often develop ____ mechanisms, or unconscious efforts to protect themselves from anxiety, guilt, and shame.

According to Maslow's hierarchy of human needs, the ____ needs are met by attention and recognition from others.

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

In Maslow's hierarchy, the most basic needs are the _____ needs.

Using ____ as a communication technique gives the patient time to think.

"Where would you like to begin?" is an example of giving a broad ____.

When interviewing the patient, a medical assistant makes a comment such as "And then ....", which is an example of offering the patient general ____.

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

Stating the patient's name when you greet her is giving _____.

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

When you attribute your own feelings to another person, you are using the defense mechanism of _____.

Unconsciously returning to more infantile thoughts or behaviors is called _____.

What well-known behaviorist developed the hierarchy of needs model? A. Freud B. Maslow C. Erickson D. Kubler-Ross

Who created the lifespan development model? A. Freud B. Maslow C. Erickson D. Kubler-Ross

Which of the following is an effective therapeutic communication? A. Being silent B. Reassuring C. Giving approval D. Disapproving