Deck 16: The Communication Process

Question 1

​Facial expressions are frequently better indicators of a person's true feelings than his or her spoken words.

Answer 1

True

Question 2

Serious legal problems can result if a health care professional touches a patient in a way that the patient believes is inappropriate.​

Answer 2

True

Question 3

Listening to patients who must stay in a health care facility can help relieve their loneliness and depression.​

Answer 3

True

Question 4

The best way to respond to a patient who jokes about being an "old cripple" due to injuries suffered in a car accident is to:​

A) ​listen carefully to determine whether there is a contradictory message.
B) ​laugh along with him.
C) tell him he shouldn't refer to himself that way.​
D) ​ignore the remark.

Question 5

It is appropriate for a dental assistant to address patients by their first names when they:​

A) ​are established patients.
B) ​are not elderly.
C) ​have given their permission.
D) ​call the dental assistant by her first name.

Question 6

When communicating with individuals who have Alzheimer's disease, it is a good strategy to confront and correct them if what they say is incorrect or doesn't make sense.​

Question 7

​When a medical receptionist greets a 5-year-old patient by asking his mother, "And how is little José today?," she is:

A) ​being polite to the mother.
B) ​likely to get detailed information about the child.
C) ​behaving professionally.
D) ​not showing respect for the child.

Question 8

Of the many oral communication skills needed by the health care professional, the MOST important for building effective patient relations is:​

A) ​using medical terminology correctly.
B) ​planning messages in advance.
C) ​listening actively.
D) ​using feedback appropriately.

Question 9

Which is the best question to ask when gathering information from a patient about the results of a medication?​

A) ​How are you feeling today?
B) ​Can you describe how you feel after taking the medication?
C) ​Is the new medication working?
D) ​Do you like the new medication?

Question 10

Which message is most likely communicated by a phlebotomist who tells a patient, "I'd really like to hear more about that" while looking anxiously at his watch?​

A) ​I really am interested.
B) ​I have lots of time now to listen.
C) ​Let's talk about this later.
D) ​I need to be someplace else right now.

Question 11

Communication is considered to be successful when:​

A) ​the sender speaks clearly.
B) ​the receiver agrees with the message.
C) ​the message has an important purpose.
D) ​the message is correctly interpreted by the receiver.

Question 12

​What is the BEST course of action when performing a procedure on a patient whose condition causes a strong, unpleasant odor?

A) ​Do the procedure as quickly as possible.
B) ​Be honest about the unpleasantness of the odor.
C) Be sure your facial expression communicates caring and reassurance.​
D) ​Keep your facial expression neutral.

Question 13

It is never appropriate to use humor in health care communication encounters.​

Question 14

​What is the appropriate action for a nurse whose patient's older brother informs her that he is acting on behalf of the patient and wants information about treatments she has received?

A) ​Give him the information because he is an immediate family member.
B) ​Give him the information if he is paying for the treatment.
C) ​Inform him that he has no right to this information.
D) ​Check whether the patient has consented to his receiving the information.

Question 15

Mastering a set of specific speaking skills will ensure that the health care professional is able to communicate effectively.​

Question 16

The ability of health care professionals to communicate effectively is as important as their technical skills.

Question 17

Many employers report that a major weakness among new employees is their poor telephone skills.​

Question 18

A physical therapist assistant greets her patient, gives instructions about performing an exercise, and then leaves the room.Which necessary communication step did she miss?​

A) Set a goal.​
B) ​Check for understanding.
C) ​Listen to the patient's response.
D) ​Evaluate the encounter.

Question 19

Including a possible answer within a question may lead to miscommunication.
​

Question 20

Gossip is okay if it is done in private and doesn't hurt anyone's feelings.
​

Question 21

"What is your name?" is an example of a(n)____________________ question.​

Question 22

If a patient seems uncomfortable with being touched on the arm in a caring manner, it is best to:​

A) assume the patient does not like you.​
B) ​avoid being alone with this patient.
C) ​limit communication to only what is necessary.
D) ​ask the patient if he would prefer not to be touched.

Question 23

Match each communication technique with the correct description below.​
​Describes using a gesture to communicate meaning

A)​Closed-ended
B)​Leading
C)​​Nonverbal​
D)​​Open-ended​
E)Paraphrasing
F)​Probing
G)Reflecting

Question 24

Match each communication technique with the correct description below.​
Prompting the speaker confirm his/her meaning by completing or adding to original message​

A)​Closed-ended
B)​Leading
C)​​Nonverbal​
D)​​Open-ended​
E)Paraphrasing
F)​Probing
G)Reflecting

Question 25

​The MOST important reason for health care professionals to develop excellent telephone skills is to:

A) ​increase their chances for promotion.
B) ​work more efficiently.
C) ​project a positive image of their facility.
D) ​impress the public with their professionalism.

Question 26

When preparing to discuss nutrition with a diabetic patient, what would be the second step after determining the goal of the communication?​

A) ​assess the patient's level of understanding.
B) ​gather the information necessary for the communication.
C) ​create a clear message about what you are going to say.
D) ​decide on the specific goal of the communication.

Question 27

​Good communication skills are required to provide effective patient ____________________ that teaches patients about promoting their own wellness.

Question 28

Match each communication technique with the correct description below.​
​A question that requires more than a one-word answer

A)​Closed-ended
B)​Leading
C)​​Nonverbal​
D)​​Open-ended​
E)Paraphrasing
F)​Probing
G)Reflecting

Question 29

A dental hygienist who says to a patient, "I hear you saying that you don't like to floss because it makes your gums bleed," is using a technique known as:​

A) ​probing
B) ​paraphrasing
C) ​active listening
D) ​evaluating

Question 30

​A respiratory therapist who tries to imagine the fear a patient experiences when he has difficulty catching his breath is practicing:

A) ​empathy
B) ​sympathy
C) ​feedback
D) ​reflection

Question 31

Match each communication technique with the correct description below.​
​Listener rewording the sender's message in the listener's own words

A)​Closed-ended
B)​Leading
C)​​Nonverbal​
D)​​Open-ended​
E)Paraphrasing
F)​Probing
G)Reflecting

Question 32

Match each communication technique with the correct description below.​
​A question that requests additional information from that already given

A)​Closed-ended
B)​Leading
C)​​Nonverbal​
D)​​Open-ended​
E)Paraphrasing
F)​Probing
G)Reflecting

Question 33

Match each communication technique with the correct description below.​
​A question that includes the expected answer

A)​Closed-ended
B)​Leading
C)​​Nonverbal​
D)​​Open-ended​
E)Paraphrasing
F)​Probing
G)Reflecting

Question 34

​Which action is most likely to increase the effectiveness of communication when a patient is having difficulty hearing and understanding the health care professional's spoken instructions?

A) ​Speak loudly.
B) ​Use pantomime.
C) ​Write the message for the patient to read later.
D) ​Repeat the message several times.

Question 35

Which statement best describes someone who is a good active listener?​

A) ​Concentrates on what is being said
B) ​Formulates a good response while listening
C) ​Judges what the speaker is saying
D) ​Interrupts to ask questions to ensure understanding

Question 36

​An appropriate goal of patient education is to:

A) ​reassure patients about the level of care they are receiving.
B) ​impress patients with the health care professional's knowledge.
C) ​present many facts.
D) ​encourage patients to make positive changes.

Question 37

Match each communication technique with the correct description below.​
​A yes-no question

A)​Closed-ended
B)​Leading
C)​​Nonverbal​
D)​​Open-ended​
E)Paraphrasing
F)​Probing
G)Reflecting

Question 38

​What is the best strategy to follow when listening to a patient who is speaking in favor of something about which you strongly disagree?

A) ​Think about the reasons she is wrong.
B) ​Excuse yourself politely and leave.
C) ​Listen carefully and ask about her beliefs.
D) ​Ignore what she is saying.

Question 39

​What would be the first step when planning instruction about postoperative home care for a patient's husband?

A) ​Determine the goal of the instruction.
B) ​Collect appropriate visual aids.
C) ​Assess how motivated the husband is to learn.
D) ​Prepare a list of instructions to be discussed.

Question 40

​__________ means striving to understand the views and feelings of other people.

Question 41

Discuss the statement: "Patients' satisfaction is determined, to a great extent, by the quality of their communication with health care staff." Include in your answer the underlying attitudes that influence good communication, the steps in the communication process, and suggestions for improving communication skills.

Question 42

​Give at least four examples of barriers that can block communication efforts.

Question 43

​List at least three environmental factors that can affect the effectiveness of communication between the patient and health care professionals.

Question 44

​When Carolyn, a paramedic, asks an accident victim, "How did the accident take place?," she is asking a(n)____________________ question.

Question 45

Communication _______________ are conditions, such as noise or drowsiness from medication, that interfere with the effective exchange of messages.​

Question 46

When planning a nutrition class for Dr.Eldridge's patients, dietetic technician Jan sets educational goals, also called _________________________, that state what the patients will know or do after attending the class.

Question 47

Jamie is preparing a talk about a new cancer treatment that she will present to members of the nursing staff at the hospital where she works.List at least five techniques she can use to give an effective talk.​

Question 48

A(n)_______________ question might be appropriate to ask if a patient is having difficulty understanding or responding.​

Question 49

Give at least three examples of ways that the health care professional can establish trust with a patient.
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