Deck 16: The Communication Process

Question 1

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?

Answer 1

Can you describe how you feel after taking the medication?

Question 2

The same methods of communication can be used with patients of all ages.

Answer 2

False

Question 3

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

Answer 3

False

Question 4

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

Question 5

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 if there is a contradictory message.
B) laugh along with him.
C) tell him he shouldn't refer to himself in this way.
D) ignore the remark.

Question 6

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

Question 7

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

Question 8

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 9

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 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

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 12

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) Repeat the instructions
D) Evaluate the encounter

Question 13

Serious legal problems can result if a health care professional touches a patient in a way that the patient believes is not appropriate.

Question 14

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 15

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 16

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 17

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

Question 18

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

Question 19

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

Question 20

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

Question 21

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 22

The MOST important reason for health care professionals to develop excellent phone 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 23

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

Question 24

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 25

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 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 30

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 31

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 32

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 33

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 35

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 38

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 40

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

Question 41

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

Question 42

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

Question 43

A _______________ question in which you suggest a possible answer can be appropriate to ask if a patient is having difficulty understanding or responding.