Deck 4: Therapeutic Communication Skills

Question 1

Which of the following takes place after the receiver has decoded the message sent by the sender?

A)Delivery
B)Feedback  
C)Summary
D)Concentration

Answer 1

Feedback  

Question 2

Which of the following is the person who decodes the message?

A)Sender
B)Message  
C)Receiver
D)Messenger

Answer 2

Receiver

Question 3

Which of the following must be present to achieve effective verbal and nonverbal communication?

A)Masking
B)Clustering  
C)Congruency
D)Projection

Answer 3

Congruency

Question 4

Facial expression is considered one of the most important and observed nonverbal communicators.Why is this?

A)Expressions vary by culture. 
B)One knows when you do not agree. 
C)People cannot hear if they cannot see your face. 
D)Each facet of the face sends a nonverbal message.

Question 5

The principle barrier to communication at the point of care is which of the following?

A)Old age
B)Speech impairment  
C)Emotional tension
D)None of the above

Question 6

Which of the following best describes the defense mechanism used when a patient does not react by showing emotion after hearing bad news?

A)Sublimation
B)Displacement  
C)Repression
D)Denial

Question 7

Which of the following best describes the major reason communication is of the utmost importance in the health care setting?

A)Patients prefer a friendly office. 
B)Patients are more satisfied. 
C)Communication serves as the foundation for all patient care. 
D)The medical assistant obtains a better history.

Question 8

Which of the following is the type of question that is frequently asked by individuals seeking a new physician and clinic?

A)Does the doctor see patients on time?
B)Does the doctor give good injections?  
C)Will the doctor prescribe what I want?
D)Will the doctor listen to what I have to say?

Question 9

Which of the following is NOT one of the Cs of communication?

A)Complete
B)Clear  
C)Current
D)Concise  
E)Cohesive

Question 10

Which of the following is the highest level of the hierarchy of needs?

A)Self-accomplishment
B)Self-actualization  
C)Self-confidence
D)Self-rewards

Question 11

Which of the following best describes the interview technique used when asking the patient, "Are you still taking your medication? "

A)Close-ended question
B)Open-ended question  
C)Direct statement
D)Indirect statement

Question 12

Which of the following best describes how the medical assistant should be positioned when communicating with a patient?

A)Stand directly over the patient so he can look up and see you clearly. 
B)Maintain a close, but comfortable, position to observe her verbal and nonverbal cues. 
C)Sit far away from the patient so you do not appear too friendly. 
D)Sit very close to the patient on the exam table so you can hear everything.

Question 13

Which of the following best describes what must be considered when formulating the message in the communication cycle?

A)The four modes of communication must be taken into account. 
B)Only verbal communication should be taken into account. 
C)Only verbal communication and facial expression should be taken into account. 
D)Attentive listening is required.

Question 14

Mrs.Love has just seen the physician and, as you walk her from the examining room, she says, "Dr.Med sure was short with me today." You respond, "Did you get to spend all the time you needed? " Which of the following best describes the communication skill used in your response?

A)Masking
B)Congruency  
C)Clustering
D)Feedback

Question 15

Which of the following is the founder of humanistic psychology and the creator of the hierarchy of needs?

A)Abraham Martin
B)Abraham Maslow  
C)Abraham Lincoln
D)Abraham Masters

Question 16

Which of the following is NOT an example of bias or prejudice in today's society?

A)Certified medical assistants are qualified to work in most ambulatory settings. 
B)Physicians of one gender may be better than the other. 
C)Hostile attitudes toward people with a different value system than one's own. 
D)People who cannot afford health care should receive less care than those who can pay for full services.

Question 17

Which of the following best describes the interview technique used when asking the patient, "What type of care will you have during your recovery? "

A)Close-ended question
B)Open-ended question  
C)Direct statement
D)Indirect statement

Question 18

When communicating within the health profession, which would not be considered a technique to keep in mind?

A)Good communication skills are necessary in establishing rapport with patients. 
B)Patients feel respected when they are called by their full name. 
C)Patients should be encouraged to not verbalize their feelings. 
D)Patients should be given technical information in a manner they can understand.

Question 19

Which of the following is most appropriately related to nonverbal communication as a language?

A)We learn nonverbal language first.
B)We learn as toddlers. 
C)We learn nonverbal after verbal.
D)We have to be taught.

Question 20

Which of the following communication styles is direct and in-your-face?

A)Low-content
B)Low-context  
C)High-context
D)High-content

Question 21

In the sequence of events below, match the modes or channels of communication with the correct example.

Mrs.Kind shows up for her appointment and puts her name on the sign-in sheet.

A) speaking
B) listening
C) gestures or body language
D) writing

Question 22

In the sequence of events below, match the modes or channels of communication with the correct example.

Mrs.Kind gets up and follows the medical assistant.

A) speaking
B) listening
C) gestures or body language
D) writing

Question 23

In the sequence of events below, match the modes or channels of communication with the correct example.

The medical assistant looks up, smiles, and nods at Mrs.Kind.

A) speaking
B) listening
C) gestures or body language
D) writing

Question 24

When the patient is age 6 to 11, what is one of the better ways to overcome communication issues?

A)Use play therapy
B)Provide health care options  
C)Make health care a teaching opportunity
D)Permit ambulating

Question 25

Which of the following is an example, according to the culture of the United States, of what is considered a comfortable personal space in an intimate setting?

A)1/2 foot
B)1 1/2 feet  
C)1 foot
D)1 1/2 to 4 feet

Question 26

Rather than implying that a patient is simply overreacting, a professional should

A)be sincere, empathetic, and nonjudgmental.
B)reject the patient's ideas or comments if they are wrong. 
C)speak for the patient so they do not need to speak.
D)remain silent.

Question 27

Match each defense mechanism with the appropriate situation or statement.

A father who abuses his child might accuse the medical assistant of being too rough with the child while performing a patient assessment.

A) denial
B) displacement
C) repression
D) projection
E) rationalization

Question 28

The common gesture of finger-tapping might mean which of the following?

A)Indifference
B)Impatience  
C)Discouragement
D)Anger

Question 29

You ask him, "Mr.Kind, how are you coming along on this new diet? " Which of the following best describes this form of communication?

A)Open-ended question
B)Compensation  
C)Indirect statement
D)Expressing empathy

Question 30

Which of the following is the most appropriate response by the medical assistant to the patient's statement, "I am late coming in for my check-up"?

A)Oh, that is okay. 
B)Why did you not come earlier?  
C)Why? Are you upset about something?  
D)Do you think you should have had the check-up before now?  
E)Many of our patients are late.

Question 31

Match each defense mechanism with the appropriate situation or statement.

"I just have not had time to get the medication the doctor ordered."

A) denial
B) displacement
C) repression
D) projection
E) rationalization

Question 32

You tell Mr.Kind that he will have to give himself these injections at least daily and maybe twice a day.He states, "I am so disappointed.I thought I would not have to give these injections except when my blood sugar is up." Which of the following statements would be the most appropriate feedback?

A)I know you thought you would be finished today. 
B)Each injection will take just a little time and be over before you know it. 
C)I know you are unhappy about this change in your health status and how often you will need the injections. 
D)You seem upset.

Question 33

"Tell me what you have been doing since you retired," is an example of which interview technique?

A)Closed question
B)Indirect statement  
C)Direct statement
D)Compensation

Question 34

Which of the following applies to the theory that there is a specific order or rank within which a person's needs are met, beginning with the basics of food, clothing, and shelter?

A)Communication cycle
B)Hierarchy of needs  
C)Interview techniques
D)Active listening

Question 35

What is a good way to show respect for a shy and quiet patient?

A)By offering constant feedback
B)Speaking for them  
C)Discounting their anxiety
D)Occasional silence or pauses

Question 36

Match each defense mechanism with the appropriate situation or statement.

After the physician tells Mrs.James that it is too soon to fill her pain medication, she leaves the office, slamming the door behind her.

A) denial
B) displacement
C) repression
D) projection
E) rationalization

Question 37

Which of the following is NOT a roadblock to communication?

A)Sharing subjects
B)Reassuring cliches  
C)Criticizing
D)Required explanations

Question 38

When communicating, what percent of the message is actually communicated by the spoken word?

A)70%
B)7%  
C)27%
D)3%

Question 39

Match each defense mechanism with the appropriate situation or statement.

Mr.Love calls his best friend to tell him about his son's surgery.When the friend calls to find out how the son is, Mr.Love does not remember calling him.

A) denial
B) displacement
C) repression
D) projection
E) rationalization

Question 40

In the sequence of events below, match the modes or channels of communication with the correct example.

The clinical medical assistant calls Mrs.Kind's name to come in.

A) speaking
B) listening
C) gestures or body language
D) writing

Question 41

Match each defense mechanism with the appropriate situation or statement.

After the physician tells Mrs.Black her son must have immediate heart surgery, she responds by saying she will schedule the surgery in the summer after her son finishes the school year.

A) denial
B) displacement
C) repression
D) projection
E) rationalization

Question 42

Match each defense mechanism with the appropriate situation or statement.

Strong belief in intervention by God.

A) denial
B) displacement
C) repression
D) projection
E) rationalization

Question 43

Match each defense mechanism with the appropriate situation or statement.

Mind control of the body and maintaining a balance between natural forces and energy in the body

A) denial
B) displacement
C) repression
D) projection
E) rationalization

Question 44

Match each defense mechanism with the appropriate situation or statement.

Requires kosher food

A) denial
B) displacement
C) repression
D) projection
E) rationalization

Question 45

Match each defense mechanism with the appropriate situation or statement.

Strong belief in intervention by Allah

A) denial
B) displacement
C) repression
D) projection
E) rationalization