Ch 5/12

Question 0

Slant toward a particular belief

Answer 0

Bias

Question 1

Revived message is paraphrased back to the sender to verify the correct message was decoded

Answer 1

Active listening

Question 2

Nonverbal communication that includes unconscious body movements gestures and facial expressions that accompany verbal messages

Answer 2

Body language

Question 3

Questions answered with a yes or no

Answer 3

Closed questions

Question 4

The attitudes and behavior that are characteristic of a particular social group or organization

Answer 4

Culture

Question 5

Behavior that protects the psyche from guilt, anxiety or shame

Answer 5

Defense mechanism

Question 6

Rejection of or refusal to acknowledge

Answer 6

Denial

Question 7

Needs that are arranged in a specific order or rank

Answer 7

Hierarchy of needs

Question 8

Questions that encourage verbalization and response

Answer 8

Open-Ended questions

Question 9

How you view things

Answer 9

Perception

Question 10

Opinion or judgement that is formed before all the facts are known

Answer 10

Prejudice

Question 11

Moving back to a former stage to escape conflict or fear

Answer 11

Regression

Question 12

Use of specific and well defined professional communication skills to create a feeling of comfort for patients even when difficult or unpleasant information must be exchanged

Answer 12

Therapeutic communication

Question 13

Services employed to answer the calls of an ambulatory care setting after hours

Answer 13

Answering services

Question 14

A short range portable device used for voice or data communication over a network of base stations know as cell sites

Answer 14

Cellular telephone

Question 15

The process of sending, receiving, storing, and forwarding messages in digital form over computer networks

Answer 15

Email

Question 16

Speaking clearly

Answer 16

Enunciation

Question 17

Manners, politeness, proper behavior

Answer 17

Etiquette

Question 18

Machine that sends documents from one location to another by way of telephone lines

Answer 18

Fax

Question 19

Word, phrases, or terminology specific to a profession

Answer 19

Jargon

Question 20

Evaluating patient symptoms to determine emergent needs

Answer 20

Screening

Question 21

A device that lets you make telephone calls, but also adds in features that you might find on a personal digital assistant or a small personal computer

Answer 21

Smartphones

Question 22

Expendable words used while answering the telephone

Answer 22

Buffer words

Question 23

Speech that varies in pitch and intensity

Answer 23

Modulated

Question 24

Verbal or nonverbal message that block communication

Answer 24

Roadblocks