Question 1

Which of the following is not the role of the medical assistant in communicating with patients?

Accepted Answer

Medical assistants do not assume the role of advisor with patients; this is left to the physician.

Question 2

A standard mental picture that is held in common by members of a group and that represents an oversimplified opinion, prejudiced attitude, or uncritical judgment is called

Accepted Answer

A stereotype is defined as a standardized mental picture that is held in common by members of a group and that represents an oversimplified opinion, prejudiced attitude, or uncritical judgment.

Question 3

Which statement is false with regard to the interpretation of gestures and body language that you may encounter among the patients in a medical setting?

Accepted Answer

Nonverbal communication is more significant than verbal communication.

Question 4

The principal message you will give an American patient if you avoid eye contact while communicating is that you

Accepted Answer

Americans often assume that a person who will not make eye contact is lying.

Question 5

In Maslow's hierarchy of needs, the fourth level relates to which of the following?

Accepted Answer

The fourth level relates to our self-esteem: we have an inner need to feel good about ourselves and to know that others view us in a positive manner. The needs we have as humans, at the most basic level, are those that involve our physical well-being: food, rest, sleep, water, air, and sex. The second level includes issues related to our safety: we need to feel safe and secure in our homes, our environments, and the places where we work. The third level involves our social needs for love, a sense of belonging, and interaction with others. The highest level is the self-actualization stage, in which we maximize our potential.

Question 6

Which is not likely to be one of the factors that influence the first impression we make on others?

Accepted Answer

Because most people cannot know what we think, this is not a factor that influences first impressions.

Question 7

Verbal expressions or body language, such as a nod of understanding, are called

Accepted Answer

Feedback can be verbal expressions or body language, such as a simple nod of understanding.

Question 8

Even when two people are speaking at the same time, various channels of communication are used, such as

Accepted Answer

Words, body language, and facial expressions are all part of two-way communication.

Question 9

Which of the following involves repeating the main idea of the conversation while also identifying the sender's feelings?

Accepted Answer

Reflection involves repeating the main idea of the conversation while also identifying the sender's feelings. Restatement is simply paraphrasing or repeating the patient's statements with phrases such as, "You are saying " or 11ea1403_2ff4_efd4_b9d6_6170a64362e1_TB1234_11 "You are telling me the problem is 11ea1403_2ff4_efd5_b9d6_cb1fb557d8bc_TB1234_11 ." Clarification seeks to summarize or simplify the sender's thoughts and feelings and to resolve any confusion in the message. Listening is defined as paying attention to sound or hearing something with thoughtful attention.

Question 10

The principal reason for requesting feedback when communicating with patients is to determine whether they

Accepted Answer

Feedback helps the medical assistant make sure the patient understood what was said.

Question 11

Our verbal actions are learned behaviors that are greatly influenced by our family and cultural backgrounds. The body naturally expresses our true feelings; in fact, experts say that more than 80% of communication is nonverbal.

Accepted Answer

Our nonverbal actions, such as gestures, facial expressions, and mannerisms, are learned behaviors that are greatly influenced by our family and cultural backgrounds. The body naturally expresses our true feelings; in fact, experts say that more than 90% of communication is nonverbal.

Question 12

What is the first step in avoiding prejudice when dealing with individuals?

Accepted Answer

Personal prejudices must be recognized before one can change them; therefore, the medical assistant must examine his or her own prejudices honestly and evaluate areas that need improvement.

Question 13

In the linear communication model, which of the following encodes the message?

Accepted Answer

The sender is the person who sends a message through a variety of different channels. The sender encodes the message, which simply means that he or she chooses a specific means of expression using words and other channels. The receiver decodes the message according to his or her understanding of what is being communicated. Feedback completes the communication cycle by providing a means for us to know exactly what message the patient received and therefore whether it requires clarification.

Question 14

The stage in Maslow's hierarchy of needs in which we maximize our potential is

Accepted Answer

The self-actualization stage in Maslow's hierarchy of needs is the stage in which a person maximizes his or her potential, attempts to be at his or her best, and lives life to the fullest.

Question 15

Which of the following is true about most patients?

Accepted Answer

Most patients do not have any medical background and do not understand many of the phrases used by medical professionals.

Question 16

Which of the following strategies could be used to help school-aged children gain a sense of control during the health visit?

Accepted Answer

Older children may have difficulty during the health visit. To help school-aged children gain a sense of control, give them the opportunity to make certain decisions about treatment. Privacy is an important issue to consider with older children, especially adolescents. Respect their privacy by keeping body exposure to a minimum and adequately preparing them for procedures and positions. In addition, older children want to know what is going on, what to expect, and what the findings mean; therefore, keeping them informed in a language they can understand is important. Teen patients should always be encouraged to ask questions, which should be answered as completely and clearly as possible.

Question 17

"Don't worry, I'm sure everything will be fine" is an example of

Accepted Answer

This type of answer provides unwarranted assurance, indicates that a person's anxiety is insignificant, and denies the opportunity to discuss fears further. A reflective response, such as, "You sound really worried about 11ea1403_2ff4_7aa3_b9d6_7ffa40ab7582_TB1234_11 " acknowledges a person's feelings and demonstrates empathy and a willingness to listen to the person's concerns.

Question 18

The needs we have as humans, at the most basic level, include

Accepted Answer

According to Maslow, our human needs at the most basic level include oxygen, food, water, excretion, shelter, and sexual expression.

Question 19

Which of the following is an example of an open-ended question?

Accepted Answer

An open question or statement asks for general information or states the topic to be discussed, but only in general terms. An example question would be "How have you been getting along?" Direct, or closed, questions ask for specific information. In many cases, this form of questioning limits the patient's answer to one or two words: yes or no. Examples would include the following: "What is the name of your insurance carrier?" "What is your birth date?" and "What pharmacy do you prefer for prescription refills?"

Question 20

Which aspect of our communication is most likely to convey our true feelings and beliefs?

Accepted Answer

Nonverbal communication is almost always more accurate than verbal communication and usually communicates our true feelings and beliefs.

Quiz 4: Therapeutic Communications