Question 1

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?

Accepted Answer

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."
E)   "Yes, I heard. I can't believe all the mistakes he has made."F) B) and C)
G) A) and E)

Question 2

The best way to deal with a coworker you are having trouble getting along with is to ____.

Accepted Answer

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 presentF) None of the above
G) A) and C)

Question 3

The medical assistant's goal for working with angry patients is to ____.

Accepted Answer

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 possibleF) D) and E)
G) A) and C)

Question 4

It is the responsibility of the ____ to set the stage for positive communication with a patient.

Accepted Answer

A)   medical assistant
B)   nurse
C)   physician
D)   patient
E)   physician assistantF) B) and C)
G) A) and E)

Question 5

A patient's ________ background has an effect on his or her attitudes toward health and illness.

Accepted Answer

The answer of A patient's ________ background has an effect...

Question 6

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

Accepted Answer

The answer of "Where would you like to begin?" is...

Question 7

In Maslow's hierarchy, the ________ needs include consistency, security, and shelter.

Accepted Answer

The answer of In Maslow's hierarchy, the ________ needs include...

Question 8

In interactions with ________, you should use the same skills and qualities you use to communicate with patients.

Accepted Answer

The answer of In interactions with ________, you should use...

Question 9

A medical assistant shows ____ when she acknowledges a patient's wishes without passing judgment.

Accepted Answer

A)   respect
B)   genuineness
C)   reassurance
D)   sympathy
E)   rapportF) A) and B)
G) C) and D)

Question 10

During communication, posture is described as ____.

Accepted Answer

A)   straight or bent
B)   direct or indirect
C)   appropriate or inappropriate
D)   vertical or horizontal
E)   open or closedF) D) and E)
G) A) and E)

Question 11

What should the healthcare professional do when faced with patients from cultures with different behaviors, traditions, and values than his or her own?

Accepted Answer

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 cultureF) A) and C)
G) C) and D)

Question 12

Overemphasizing a trait to make up for a perceived or actual failing is using ________ as a defense mechanism.

Accepted Answer

The answer of Overemphasizing a trait to make up for...

Question 13

You have reached ________ when you find self-fulfillment and realize your own potential.

Accepted Answer

The answer of You have reached ________ when you find...

Question 14

A person who tries to impose his or her position on others or tries to manipulate them is said to be ________.

Accepted Answer

The answer of A person who tries to impose his...

Question 15

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

Accepted Answer

The answer of When you attribute your own feelings to...

Question 16

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

Accepted Answer

The answer of In Maslow's hierarchy, the most basic needs...

Question 17

Another term for body language is ________communication.

Accepted Answer

The answer of Another term for body language is ________communication....

Question 18

A medical assistant asks a patient if the temperature is comfortable in the examination room. This is an example of ____.

Accepted Answer

A)   setting the pace
B)   developing social skills
C)   controlling the noise
D)   creating trust
E)   setting boundariesF) D) and E)
G) B) and E)

Question 19

____ is counterproductive to the efficiency of an office.

Accepted Answer

A)   Asking questions
B)   Mutual trust
C)   Cohesiveness
D)   Teamwork
E)   ConflictF) A) and D)
G) C) and E)

Question 20

Which of the following is an example of negative communication?

Accepted Answer

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 assertivelyF) C) and D)
G) A) and E)

Exam 4: Interpersonal Communication

Which of the following is an example of negative communication?

Correct Answer
verified

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

Correct Answer
verified

Overemphasizing a trait to make up for a perceived or actual failing is using ________ as a defense mechanism.

Correct Answer
verified

A person who tries to impose his or her position on others or tries to manipulate them is said to be ________.

Correct Answer
verified

During communication, posture is described as ____.

Correct Answer
verified

Another term for body language is ________communication.

Correct Answer
verified

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

Correct Answer
verified

____ is counterproductive to the efficiency of an office.

Correct Answer
verified

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

Correct Answer
verified

In Maslow's hierarchy, the ________ needs include consistency, security, and shelter.

Correct Answer
verified

The best way to deal with a coworker you are having trouble getting along with is to ____.

Correct Answer
verified

What should the healthcare professional do when faced with patients from cultures with different behaviors, traditions, and values than his or her own?

Correct Answer
verified

Correct Answer
verified

You have reached ________ when you find self-fulfillment and realize your own potential.

Correct Answer
verified

In interactions with ________, you should use the same skills and qualities you use to communicate with patients.

Correct Answer
verified

A patient's ________ background has an effect on his or her attitudes toward health and illness.

Correct Answer
verified

A medical assistant asks a patient if the temperature is comfortable in the examination room. This is an example of ____.

Correct Answer
verified

A medical assistant shows ____ when she acknowledges a patient's wishes without passing judgment.

Correct Answer
verified

It is the responsibility of the ____ to set the stage for positive communication with a patient.

Correct Answer
verified

The medical assistant's goal for working with angry patients is to ____.

Correct Answer
verified

Exam 4: Interpersonal Communication

Which of the following is an example of negative communication?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Overemphasizing a trait to make up for a perceived or actual failing is using ________ as a defense mechanism.

Correct AnswerverifiedShow Answer

A person who tries to impose his or her position on others or tries to manipulate them is said to be ________.

Correct AnswerverifiedShow Answer

During communication, posture is described as ____.

Correct AnswerverifiedShow Answer

Another term for body language is ________communication.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

____ is counterproductive to the efficiency of an office.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

In Maslow's hierarchy, the ________ needs include consistency, security, and shelter.

Correct AnswerverifiedShow Answer

The best way to deal with a coworker you are having trouble getting along with is to ____.

Correct AnswerverifiedShow Answer

What should the healthcare professional do when faced with patients from cultures with different behaviors, traditions, and values than his or her own?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

You have reached ________ when you find self-fulfillment and realize your own potential.

Correct AnswerverifiedShow Answer

In interactions with ________, you should use the same skills and qualities you use to communicate with patients.

Correct AnswerverifiedShow Answer

A patient's ________ background has an effect on his or her attitudes toward health and illness.

Correct AnswerverifiedShow Answer

A medical assistant asks a patient if the temperature is comfortable in the examination room. This is an example of ____.

Correct AnswerverifiedShow Answer

A medical assistant shows ____ when she acknowledges a patient's wishes without passing judgment.

Correct AnswerverifiedShow Answer

It is the responsibility of the ____ to set the stage for positive communication with a patient.

Correct AnswerverifiedShow Answer

The medical assistant's goal for working with angry patients is to ____.

Correct AnswerverifiedShow Answer

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