Question 1

Which of the following indicates that a medical assistant may be invading a patient's personal space?

Accepted Answer

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.F) None of the above
G) A) and D)

Question 2

Which of the following behaviors helps prevent conflict and improve communication among coworkers?

Accepted Answer

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 presentF) None of the above
G) A) and C)

Question 3

You should avoid ________ the patient by telling him what you think should be done.

Accepted Answer

The answer of You should avoid ________ the patient by...

Question 4

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 ____.

Accepted Answer

A)   aggressiveness
B)   blocking communication
C)   assertiveness
D)   false reassurance
E)   self-assuranceF) A) and C)
G) B) and D)

Question 5

Devaluing the patient's feelings and giving false hope is the ineffective communication style known as ________.

Accepted Answer

reassuring...

Question 6

The best way to deal with a coworker who is having a bad day is to ____.

Accepted Answer

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.F) A) and D)
G) A) and C)

Question 7

The process of identifying with someone else's feeling is called ____.

Accepted Answer

A)   empathy
B)   pity
C)   sympathy
D)   openness
E)   sensitivityF) All of the above
G) A) and D)

Question 8

When you use meaningless clichés in an automatic and mechanical way, you are making _________comments.

Accepted Answer

stereotype...

Question 9

The area of medicine that works with terminally ill patients and their families is ________.

Accepted Answer

The answer of The area of medicine that works with...

Question 10

What element is missing from the communication circle in the figure?

Accepted Answer

A)   Feedback
B)   Receiver
C)   Body language
D)   Interference
E)   Personal spaceF) A) and B)
G) A) and C)

Question 11

A medical assistant who does not intrude on a patient's personal space is ____.

Accepted Answer

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 patientF) A) and E)
G) C) and D)

Question 12

Body language is an example of ____.

Accepted Answer

A)   verbal communication
B)   interpersonal skills
C)   empathy
D)   nonverbal communication
E)   personal spaceF) None of the above
G) A) and B)

Question 13

Which of the following is not an example of external customer service in the physician's office?

Accepted Answer

A)   Explaining procedures to patients
B)   Expediting insurance referral requests
C)   Responding to telephone messages
D)   Creating a warm and caring environment
E)   Assisting a coworker who is having a bad dayF) B) and C)
G) All of the above

Question 14

When interacting with patients of other cultures or ethnic groups, ____.

Accepted Answer

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 viewF) A) and B)
G) A) and C)

Question 15

One patient expresses pain very emotionally, and another patient refuses to admit she has any pain. This may illustrate ____.

Accepted Answer

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 sympathyF) D) and E)
G) A) and B)

Question 16

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 ________.

Accepted Answer

The answer of When you protect yourself or the institution...

Question 17

How much personal space do people typically use in a personal conversation?

Accepted Answer

A)   No special distance
B)   1 to 4 ft.
C)   5 to 7 ft.
D)   8 to 10 ft.
E)   10 to 12 ft.F) B) and E)
G) None of the above

Exam 4: Interpersonal Communication

You should avoid ________ the patient by telling him what you think should be done.

Correct Answer
verified

Which of the following is not an example of external customer service in the physician's office?

Correct Answer
verified

One patient expresses pain very emotionally, and another patient refuses to admit she has any pain. This may illustrate ____.

Correct Answer
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What element is missing from the communication circle in the figure?

Correct Answer
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Devaluing the patient's feelings and giving false hope is the ineffective communication style known as ________.

Correct Answer
verified
reassuring...
View Answer

Which of the following behaviors helps prevent conflict and improve communication among coworkers?

Correct Answer
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Body language is an example of ____.

Correct Answer
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When you use meaningless clichés in an automatic and mechanical way, you are making _________comments.

Correct Answer
verified
stereotype...
View Answer

The area of medicine that works with terminally ill patients and their families is ________.

Correct Answer
verified

Which of the following indicates that a medical assistant may be invading a patient's personal space?

Correct Answer
verified

A medical assistant who does not intrude on a patient's personal space is ____.

Correct Answer
verified

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 ____.

Correct Answer
verified

When interacting with patients of other cultures or ethnic groups, ____.

Correct Answer
verified

The best way to deal with a coworker who is having a bad day is to ____.

Correct Answer
verified

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 ________.

Correct Answer
verified

The process of identifying with someone else's feeling is called ____.

Correct Answer
verified

How much personal space do people typically use in a personal conversation?

Correct Answer
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Exam 4: Interpersonal Communication

You should avoid ________ the patient by telling him what you think should be done.

Correct AnswerverifiedShow Answer

Which of the following is not an example of external customer service in the physician's office?

Correct AnswerverifiedShow Answer

One patient expresses pain very emotionally, and another patient refuses to admit she has any pain. This may illustrate ____.

Correct AnswerverifiedShow Answer

What element is missing from the communication circle in the figure?

Correct AnswerverifiedShow Answer

Devaluing the patient's feelings and giving false hope is the ineffective communication style known as ________.

Correct Answerverifiedreassuring...View AnswerShow Answer

Which of the following behaviors helps prevent conflict and improve communication among coworkers?

Correct AnswerverifiedShow Answer

Body language is an example of ____.

Correct AnswerverifiedShow Answer

When you use meaningless clichés in an automatic and mechanical way, you are making _________comments.

Correct Answerverifiedstereotype...View AnswerShow Answer

The area of medicine that works with terminally ill patients and their families is ________.

Correct AnswerverifiedShow Answer

Which of the following indicates that a medical assistant may be invading a patient's personal space?

Correct AnswerverifiedShow Answer

A medical assistant who does not intrude on a patient's personal space is ____.

Correct AnswerverifiedShow Answer

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 ____.

Correct AnswerverifiedShow Answer

When interacting with patients of other cultures or ethnic groups, ____.

Correct AnswerverifiedShow Answer

The best way to deal with a coworker who is having a bad day is to ____.

Correct AnswerverifiedShow Answer

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 ________.

Correct AnswerverifiedShow Answer

The process of identifying with someone else's feeling is called ____.

Correct AnswerverifiedShow Answer

How much personal space do people typically use in a personal conversation?

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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reassuring...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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stereotype...
View Answer

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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