Chapter 04
Interpersonal Communication
Multiple Choice Questions
1. | What element is missing from the communication circle in the figure?
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2. | In the communication circle, what is the response to the message by the receiver called?
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3. | Interpersonal skills include which of the following?
B. | Warmth and friendliness |
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4. | Body language is an example of ____.
D. | nonverbal communication |
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5. | Anything that distorts the message in any way or interferes with the communication process is called ____.
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6. | It is the responsibility of the ____ to set the stage for positive communication with a patient.
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7. | In which of the following examples does the medical assistant demonstrate positive communication?
A. | "I'm sorry you are on the lunch hour, because you may have to wait to see the doctor." |
B. | "This injection is going to hurt." |
C. | "I've answered all the questions I have time to answer." |
D. | "I can't answer that question." |
E. | "This paperwork won't take long at all." |
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8. | The most effective way to assess whether you are communicating negatively is to ____.
B. | avoid looking at the patient |
C. | realize that communication is a perception |
D. | use good body language |
E. | read the policy manual |
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9. | Which of the following is an example of positive communication?
A. | Asking a patient to repeat your instructions |
B. | Interrupting a patient when he does not understand |
C. | Treating all patients the same |
D. | Informing patients when you cannot spend any more time with them |
E. | Leaving the room when a patient becomes angry |
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10. | Which of the following is an example of an ineffective therapeutic communication?
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11. | Body language includes facial expressions, eye contact, posture, attention to personal space, and ____.
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12. | When interacting with patients of other cultures or ethnic groups, ____.
A. | never try to speak their language |
B. | avoid involving family members |
C. | assume that they have the same attitude toward healthcare as you do |
D. | never make value judgments |
E. | insist that they accept your point of view |
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13. | Which of the following is an example of negative communication?
B. | Looking directly at a patient when speaking |
C. | Forgetting to say thank you |
D. | Encouraging the patient to ask questions |
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14. | During the communication process, posture can usually be described as either _______________.
C. | appropriate or inappropriate |
D. | vertical or horizontal |
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15. | A person who is leaning back in his chair with his arms folded across his chest is displaying ____.
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16. | When the physician explains that Cherise needs surgery, she says, "I'm okay with that." She is sitting with her arms folded across her chest and is avoiding eye contact with the physician. When the physician asks if she is sure, Cherise says, "Yeah, yeah, it's okay," but she is frowning. This is an example of ____.
A. | body language that indicates one's true feelings |
B. | a patient who is looking forward to surgery |
C. | verbal communication that confirms body language |
D. | a patient who understands the instructions given |
E. | a patient who is being honest about her feelings |
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17. | A medical assistant who stands facing the patient and holds her arms at her sides while she converses with the patient is demonstrating ____.
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18. | A medical assistant who does not intrude on a patient's personal space is ____.
A. | being rude and inconsiderate |
B. | showing respect for the patient's feelings |
C. | avoiding dealing with the situation |
D. | feeling uncomfortable with the patient |
E. | unlikely to get true answers from the patient |
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19. | How much personal space do people require in most social situations?
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20. | How much personal space do people typically use in a personal conversation?
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21. | Which of the following indicates that a medical assistant may be invading a patient's personal space?
A. | The patient leans forward toward the medical assistant. |
B. | The patient turns his head away from the medical assistant. |
C. | The patient steps closer to the medical assistant. |
D. | The patient looks directly at the medical assistant. |
E. | The patient smiles and makes a pleasant comment. |
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22. | Which of the following is an example of passive listening?
A. | Responding to a comment |
B. | Participating in an educational lecture |
C. | Intervening in an interaction between two people |
D. | Asking questions of the person who is speaking |
E. | Listening to a news program on the radio |
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23. | One way to improve your listening skills is to ____.
B. | respond immediately when spoken to |
C. | think before you respond |
D. | display concern by eliminating personal space |
E. | practice passive listening |
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24. | An example of active listening is ____.
A. | sitting in a lecture presentation |
B. | observing two children fighting |
C. | interviewing a patient |
D. | watching a television program |
E. | attending a live jazz performance |
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25. | Accepting others and not being biased for or against them is called ____.
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26. | A medical assistant shows ____ when she acknowledges a patient's wishes without passing judgment.
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27. | A professional who is firm and stands up for himself or herself while still showing respect for others is ____.
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28. | A medical assistant sees a patient looking uneasy and responds, “You look concerned. How can I help you feel more comfortable?” This is an example of which type of skill?
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29. | The “white-coat syndrome” usually leads to which patient reaction?
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30. | Signs of anxiety include ____.
A. | passiveness and drowsiness |
B. | increased blood pressure and sweaty palms |
C. | quietness and relaxed appearance |
D. | decrease in pulse and breathing |
E. | calm attitude and cheerful smile |
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31. | The medical assistant's goal for working with angry patients is to ____.
A. | confront them with their inappropriate behavior |
B. | tell them the consequences of their angry behavior |
C. | avoid allowing them to discuss their anger |
D. | help them refocus emotional energy toward solving the problem |
E. | get them out of the office as quickly as possible |
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32. | What should the healthcare professional do when faced with patients from cultures with different behaviors, traditions, and values than his or her own?
A. | Recognize that other cultures are inferior |
B. | Avoid trying to understand their culture |
C. | Strive to understand and be tolerant of them |
D. | Get someone from a similar culture to care for the patient |
E. | Teach the patient acceptable behaviors in your culture |
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33. | Which of the following actions should the medical assistant take when communicating with a mentally or emotionally disturbed patient?
A. | Remain calm if the patient becomes agitated or confused |
B. | Avoid asking the patient to repeat what he said |
D. | Use a quiet voice in a secluded area |
E. | Mirror the patient's reactions to show that you understand |
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34. | What is a common reaction of patients who have acquired immunodeficiency syndrome (AIDS)?
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35. | Which is the following is the best policy when communicating with your direct supervisor?
A. | avoid asking questions |
B. | never take the initiative to offer a suggestion |
C. | interrupt your supervisor each time you have a question |
D. | keep your supervisor informed |
E. | politely decline to perform tasks that are not in your job description, even if they are within your scope of practice |
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36. | The most appropriate way to deal with a family member who accompanies a patient to an appointment is to ____.
A. | refuse to talk to the family member |
B. | tell the family member that it is inappropriate for them to accompany the patient |
C. | ask the patient if the family member should accompany him or her to the examination room |
D. | insist that the family member leave the office |
E. | ask the family member if he or she wants to accompany the patient to the examination room |
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37. | When communicating with a patient who cannot speak or understand English, ____.
A. | insist that the patient learn English |
B. | speak to the patient using appropriate medical terminology |
C. | learn and use a few phrases in the patient's native language |
D. | write down instructions for the patient |
E. | avoid using professional interpreters |
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38. | When one patient expresses pain very emotionally, and another patient refuses to admit she has any pain but is grimacing, this may illustrate ____.
A. | that one patient is strong and the other is weak |
B. | different cultural beliefs |
C. | that one patient is taking the prescribed medication and the other is not |
D. | an underlying psychological problem |
E. | that one patient is looking for sympathy |
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39. | The best way to deal with a coworker you are having trouble getting along with is to ____.
A. | try to work it out with the coworker |
B. | go to the supervisor and explain the situation |
C. | seek advice from another coworker |
D. | ask for a job reassignment if possible |
E. | confront the coworker when patients are present |
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40. | ____ is counterproductive to the efficiency of an office.
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41. | Which of the following behaviors helps prevent conflict and improve communication among coworkers?
A. | Draw a conclusion instead of asking for clarification |
B. | Support a coworker's feelings even if they are negative |
C. | Leave a coworker alone if he or she is having a bad day |
D. | Avoid participating in gossip |
E. | Criticize your supervisor only when she is not present |
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42. | The best way to deal with a coworker who is having a bad day is to ____.
A. | stay out of the coworker's way. |
B. | offer to pitch in and help. |
C. | avoid asking the coworker what is wrong. |
D. | interact only as necessary with the coworker. |
E. | report your coworker's bad attitude to your supervisor. |
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43. | "Women are bad at math" and "Men don't know how to communicate" are examples of ____.
A. | realizing one's own limitations |
B. | being tolerant of each other's handicaps |
C. | recognizing the need to have someone else perform a service |
D. | passing judgment and stereotyping |
E. | icebreakers to help relax a patient |
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44. | Magda receives a memo from her supervisor explaining that starting next month, the clinic will be open on Saturday mornings and will remain open until 7 PM on Tuesdays and Thursdays. The attached work schedule shows that Magda is scheduled to work from 11 AM to 7 PM on Thursdays. However, Magda has a class on Tuesday and Thursday nights. What should Magda do?
A. | Display an attitude of acceptance, even though it will mean missing half of her classes. |
B. | Express her anger to a coworker. |
C. | Ask several coworkers to see what they think about the schedule changes. |
D. | Write a memo to her supervisor refusing to work the new hours. |
E. | Discuss her concerns with her supervisor. |
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45. | Which of the following are good tips for reducing noise caused by stress?
A. | Eating a diet high in sugar, fat, and caffeine |
B. | Realizing that sometimes there are no choices |
C. | Taking a walk to stretch your legs and get some fresh air |
D. | Taking on another responsibility to keep busy |
E. | Calling in sick until you feel less stressed |
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46. | Individuals who have a fulfilling career and a balanced personal life have usually reached which level of Maslow’s hierarchy?
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47. | Which of the needs represented on Maslow’s hierarchy of needs chart could cause a person to become ill if these needs are not satisfied?
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48. | Sam, a coworker, has been making personal comments to you that make you feel uncomfortable. At first, he just made an occasional remark about how nice you look, but recently, the remarks and the personal nature of the remarks have increased. What action should you take?
A. | Ignore Sam's comments, because acknowledging them will "add fuel to the fire" |
B. | Request to work a different shift to avoid Sam altogether |
C. | Be assertive but diplomatic with Sam and tell him his comments are inappropriate. |
D. | Request a transfer to another office |
E. | Ask Sam to request a transfer to another office |
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49. | Mrs. Underwood is in your office for a follow-up on injuries she received in an automobile accident in which her husband was killed. She is visibly upset and sits on the edge of the examination table, crying quietly. You need to find out how her physical wounds are healing and how much pain she is in. Which of the following statements would be your best choice for opening the conversation?
A. | "Is there something you'd like to talk about?" |
B. | "Don't worry, Mrs. Underwood, everything will be okay." |
C. | "Mrs. Underwood, I need you to stop crying now so the doctor can examine you." |
D. | "Please tell me how the accident occurred." |
E. | "Now, Mrs. Underwood, it can't be that bad." |
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50. | Caroline and Nichole work together in the busy reception area of an outpatient clinic. It seems to Caroline that Nichole is constantly complaining about something. The patients are rude, the doctors are cranky, the clinic's medical assistant is arrogant…Nichole seems to find something negative to say about everyone. One day in the break room, Nichole says to Caroline, "I don't know how Dr. Noya keeps his job. Do you know what he did yesterday?" Which of the following would be Caroline's best response?
A. | "No, tell me—what happened?" |
B. | "I think the clinic is getting ready to fire him." |
C. | "No. By the way, did you see that PBS special last night on healthcare?" |
D. | "Many of the patients refuse to be seen by Dr. Noya." |
E. | "Yes, I heard. I can't believe all the mistakes he has made." |
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51. | Positive communication can help develop a harmonious, positive relationship with coworkers. This relationship is also known as ______________.
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Fill in the Blank Questions
52. | The ________ needs are those that must be satisfied before a person can act unselfishly.
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53. | Another term for body language is ________communication.
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54. | Skills involved in communication are ________skills, interpersonal skills, and assertiveness skills.
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55. | The ability to communicate with patients in terms that they understand so that they feel at ease and comfortable with what you are saying is called ________communication.
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56. | Patients often develop ________ mechanisms, or unconscious efforts to protect themselves from anxiety, guilt, and shame.
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57. | A patient's ________ background has an effect on his or her attitudes toward health and illness.
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58. | When communicating or having interactions with ________, you should utilize the same skills and qualities used to communicate with patients.
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59. | Being firm and standing by one's principles is also known as being ________.
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60. | A person who tries to impose his or her position on others or tries to manipulate them is said to be ________.
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61. | Misunderstandings or breakdowns in the lines of communication can result in ________ in the workplace.
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62. | According to Maslow's hierarchy of human needs, the ________ needs are met by attention and recognition from others.
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63. | You have reached ________ when you find self-fulfillment and realize your own potential.
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64. | Humans have a great need to belong to groups, according to Maslow's belonging or _________ needs.
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65. | In Maslow's hierarchy, the most basic needs are the ________ needs.
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66. | In Maslow's hierarchy, the ________ needs include consistency, security, and shelter.
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67. | Using ________ as a communication technique gives the patient time to think.
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68. | "Where would you like to begin?" is an example of giving a broad ________.
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69. | When interviewing the patient, a medical assistant makes a comment such as “And then…”, which is an example of offering the patient general ________.
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70. | Indicating that you heard the patient and follow the train of thought is the communication technique of ________.
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71. | You are making a(n) ________ when you tell the patient how he or she appears to you. ("You appear tense.")
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72. | Stating the patient's name when you greet her is giving ________.
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73. | Devaluing the patient's feelings and giving false hope is the ineffective communication style known as ________.
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74. | You should avoid ________ the patient by telling him what you think should be done.
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75. | When you protect yourself or the institution you work for from verbal attack, the patient may feel the need to stop communicating. This is an example of the ineffective communication technique called ________.
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76. | Giving ________ may cause the patient to strive for praise, rather than progress.
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77. | Discussing a topic the patient has no desire to discuss is called ________.
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78. | The unconscious attempt to reject feelings, thoughts, and facts is ________.
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79. | Unconsciously replacing an unacceptable goal with a more acceptable one is called ________.
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80. | Justifying unacceptable behavior is the defense mechanism of ________.
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81. | A person using the ________ defense mechanism copies the behavior of another to cope with feelings of inadequacy.
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82. | Overemphasizing a trait to make up for a perceived or actual failing is using ________ as a defense mechanism.
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83. | When you attribute your own feelings to another person, you are using the defense mechanism of ________.
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84. | Unconsciously returning to more infantile thoughts or behaviors is called ________.
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85. | Mr. Hernando says he does not remember how he received the injuries he suffered when he was mugged. This is an example of the defense mechanism of ________.
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86. | By setting ________, you can limit undesirable behavior.
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87. | Anything that changes a message in any way or interferes with communication is considered to be ________.
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88. | Types of human growth include physical, psychological, and _______________ growth.
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89. | Abraham Maslow's model of human behavior is known as the _______________ of needs.
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90. | The area of medicine that works with terminally ill patients and their families is ________.
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91. | People need to meet their physiological needs in order to establish ________, which is a state of balance or equilibrium.
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Multiple Choice Questions
92. | What well-known behaviorist developed the hierarchy of needs model?
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93. | Who created the lifespan development model?
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94. | Which of the following is an effective therapeutic communication?
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Fill in the Blank Questions
95. | The process of _____________ involves an exchange of messages.
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96. | A life stage in which a child is expected to develop the capacity for morale judgment is between _____ and ______ years of age.
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97. | ___________ is the world-renowned authority in areas of death and dying who developed the five stages of dying model.
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