Question 1

A co-worker appears to be the dominant force in any interaction.Her behavioral style is:
A)aggressive.
B)assertive.
C)negative assertion.
D)elitism.

Accepted Answer

An aggressive response is typically self-enhancing at the expense of others.The person may express feelings but hurts others in the process.

Question 2

In the middle of a busy afternoon,the HUC is confronted by an angry telephone caller.The best thing the HUC can do is:
A)put the caller on hold to cool off.
B)ignore the anger in what the caller is saying.
C)acknowledge the caller's anger by saying,"I hear your frustration."
D)allow the caller to be verbally abusive.

Accepted Answer

Acknowledge the anger by using phrases such as,"I understand that you are angry" and "I hear your frustration."

Question 3

Which of the following is TRUE of culturally sensitive care?
A)Patients on a therapeutic diet may eat cultured yogurt prepared with or without acidophilus.
B)Caregivers are compelled to study each patient's culture prior to caring for them.
C)Age,gender,race,socioeconomic status,and religion are factors to be considered in delivery of appropriate care.
D)The health unit coordinator (HUC)need not be mindful of making assumptions regarding the patient's race and ethnicity because he or she does not provide direct patient care.

Accepted Answer

Patients and co-workers deserve to be treated and respected as unique individuals,regardless of their gender,age,economic status,religion,sexual status,education,occupation,physical makeup or limitations,or command of the English language.

Question 4

In Maslow's hierarchy of needs,the need that involves developing a personality to its full potential in the desire to become what one is capable of becoming is:
A)self-esteem.
B)self-actualization.
C)love and belonging.
D)physiologic.

Accepted Answer

Self-actualization is the development of a personality to its full potential.

Question 5

A counselor has arranged a time to meet with nursing personnel to talk about dealing with Mr.Fulton,a long-time patient.One of the nurses turns to the HUC and says,"Why are you going to this meeting? You're just a unit clerk." An appropriate assertive response would be:
A)"You are so mean! I have the right to go to this meeting too."
B)"Who do you think you are? Nurses aren't the only people with feelings."
C)"You're right,I'm just an HUC.I don't need to go to the meeting."
D)"I am very fond of Mr Fulton and feel I could benefit by attending this meeting.I'm sorry you feel as you do."

Accepted Answer

An assertive HUC is able to use clear,direct,nonapologetic expressions of feelings and expectations.Descriptive rather than judgmental criticisms and I rather than you statements are used.

Question 6

Physiologic needs include:
A)shelter.
B)clothing.
C)security about job.
D)freedom from pain.

Accepted Answer

Each person needs food,fluids,oxygen,physical activity,sleep,and freedom from pain.These needs are the most basic and the most dominant of all human needs.

Question 7

A hospital employee who files several applications to other hospitals during rumored times of lay-offs is said to be exercising which of Maslow's needs?
A)Self-actualization
B)Safety and security needs
C)Physiologic needs
D)Belonging and love needs

Accepted Answer

Each person has the need for a certain degree of sameness,familiarity,order,structure,and consistency in life.Freedom from fear,anxiety,and chaos is also important.

Question 8

The nurse manager told the HUC during an annual evaluation that her work was not acceptable.Which of the following assertive techniques would assist the HUC in getting specifics regarding the criticism?
A)Negative assertion
B)Negative inquiry
C)Broken record
D)Decoding

Accepted Answer

Negative inquiry is an assertiveness skill by which a person requests clarification of a criticism to get to the real issue.

Question 9

An assertiveness skill that allows you to defuse criticism by agreeing with your critic but still remaining the judge of your own behavior is called:
A)broken record.
B)fogging.
C)negative assertion.
D)negative inquiry.

Accepted Answer

Fogging is an assertiveness skill by which a person responds to criticism by making noncommittal statements that cannot be argued against.

Question 10

Repeating instructions back to a person in one's own words is a communication technique called:
A)specific rather than general feedback.
B)denying the sender's feelings.
C)constructive rather than destructive feedback.
D)paraphrasing.

Accepted Answer

Paraphrasing (repeating a message or instructions to the sender in one's own words)is a communication (feedback)technique.

Question 11

One guideline that can be followed to improve listening skills is:
A)using selective listening.
B)not watching the speaker while he or she is talking.
C)listening to what is being said,not only to how it is being said.
D)prejudging comments as the speaker is talking.

Accepted Answer

Listen to what is being said,not only to how it is being said.Use both attentive and empathetic listening to fully understand what is being said.Avoid being distracted by a lisp,by how fast the sender is talking,or by what the sender is wearing,for instance.Concentrate on the verbal and nonverbal communication symbols used by the sender.

Question 12

Admitting a mistake without feeling guilty or worthless is an assertiveness skill called:
A)negative assertion.
B)negative inquiry.
C)ethnocentrism.
D)fogging.

Accepted Answer

Negative assertion is an assertiveness skill by which a person verbally accepts having made an error without letting it reflect on his or her worth as a human being.

Question 13

Safety and security needs include:
A)oxygen.
B)physical activity.
C)self-respect.
D)shelter.

Accepted Answer

Everyone has the need to be sheltered,to be clothed,to feel safe from danger,and to feel secure about his or her job and financial future.

Question 14

Which percentage of communication is visual?
A)7%
B)38%
C)55%
D)10%

Accepted Answer

Fifty-five percent of communication,including facial,body language,and symbolism,is visual.

Question 15

Four components of the communication process are sender,message,receiver,and feedback.The sender must make certain decisions to ensure that a message appropriately reaches the receiver.Which of the following two processes would be involved if a message were incorrectly received from the sender?
A)Communication conflict
B)Encoding and decoding
C)Paraphrasing
D)Stereotyping

Accepted Answer

In unsuccessful communication,errors occur in encoding or in decoding the message.

Question 16

Which of the following statements would be considered assertive?
A)"If it's OK with you,I'd like to go to lunch."
B)"I'm going to lunch now and will return in 30 minutes."
C)"It looks quiet on the floor now,so is it ok if I take my lunch?"
D)"I'm getting hungry and am going to lunch.I don't care how busy it is."

Accepted Answer

An assertive response includes standing up for your rights without violating the rights of others.Assertive behavior is self-enhancing but not at the expense of others.

Question 17

The HUC is scheduled to work three weekends in the next month's schedule.Which of the following responses would be aggressive?
A)"I just saw the schedule and noticed that I am scheduled to work three weekends.I did have plans,but I will change them."
B)"The schedule that was just posted shows that I am scheduled to work three weekends next month.Could this be changed?"
C)"You made a big mistake on the new schedule.I am not working three weekends next month."
D)"I just saw the new schedule.Is there an error? I am scheduled for three weekends."

Accepted Answer

An aggressive HUC uses you statements,often followed by personal judgments.Use of you statements provokes greater defensiveness than is aroused by the use of I statements.

Question 18

In which percent of communication are actual words used?
A)55%
B)7%
C)38%
D)10%

Accepted Answer

In only 7% of communication are actual words used.

Question 19

Which of the following statements demonstrates aggressive behavior?
A)"If you don't mind,may I borrow a pack of surgical consent forms?"
B)"If you have some extra consent forms,may we borrow them for the 5th floor?"
C)"I'm taking this pack of consent forms;you never paid us back from last week."
D)"My manager asked me to see if you might return the pack of consents you borrowed."

Accepted Answer

An aggressive HUC uses you statements,often followed by personal judgments.Use of you statements provokes greater defensiveness than is aroused by the use of I statements.

Question 20

A patient who speaks very little English is admitted to the nursing unit.One effective guideline for speaking with someone who does not speak English well would be to:
A)use slang or jargon to eliminate confusion.
B)ignore the patient's body language;different cultures use different types of body language.
C)avoid asking for feedback or additional information,because this may complicate the communication.
D)speak directly to the person,even if an interpreter is present.

Accepted Answer

While you are working as an HUC,it may be necessary to communicate with someone from a different culture who does not speak English well.One effective guideline to use would be to speak directly to the person,even if an interpreter is present.

Quiz 5: Communication and Interpersonal Skills

A co-worker appears to be the dominant force in any interaction.Her behavioral style is:

In the middle of a busy afternoon,the HUC is confronted by an angry telephone caller.The best thing the HUC can do is:

Which of the following is TRUE of culturally sensitive care?

In Maslow's hierarchy of needs,the need that involves developing a personality to its full potential in the desire to become what one is capable of becoming is:

A counselor has arranged a time to meet with nursing personnel to talk about dealing with Mr.Fulton,a long-time patient.One of the nurses turns to the HUC and says,"Why are you going to this meeting? You're just a unit clerk." An appropriate assertive response would be:

Physiologic needs include:

A hospital employee who files several applications to other hospitals during rumored times of lay-offs is said to be exercising which of Maslow's needs?

The nurse manager told the HUC during an annual evaluation that her work was not acceptable.Which of the following assertive techniques would assist the HUC in getting specifics regarding the criticism?

An assertiveness skill that allows you to defuse criticism by agreeing with your critic but still remaining the judge of your own behavior is called:

Repeating instructions back to a person in one's own words is a communication technique called:

One guideline that can be followed to improve listening skills is:

Admitting a mistake without feeling guilty or worthless is an assertiveness skill called:

Safety and security needs include:

Which percentage of communication is visual?

Four components of the communication process are sender,message,receiver,and feedback.The sender must make certain decisions to ensure that a message appropriately reaches the receiver.Which of the following two processes would be involved if a message were incorrectly received from the sender?

Which of the following statements would be considered assertive?

The HUC is scheduled to work three weekends in the next month's schedule.Which of the following responses would be aggressive?

In which percent of communication are actual words used?

Which of the following statements demonstrates aggressive behavior?

A patient who speaks very little English is admitted to the nursing unit.One effective guideline for speaking with someone who does not speak English well would be to: