Communication and customer service module

Question 1

communication

Answer 1

• the process of exchanging information via verbal or nonverbal methods

Question 2

professionalism

Answer 2

• expected conduct, behaviors, and characteristics of those in a particular profession

Question 3

feedback

Answer 3

• information given in response to an action to reinforce or improve the behavior

Question 4

nonverbal communication

Answer 4

• forms of communication that do not involve the use of speech

Question 5

verbal communication

Answer 5

• the use of spoken words to convey information

Question 6

analytical communicator

Answer 6

• prefers to work with real numbers, facts, and data, and places very little emphasis on feelings or emotions

Question 7

intuitive communicator

Answer 7

• prefers to look at the big picture
• sometimes can result in more questions than answers if too broad of an approach is used

Question 8

functional communicator

Answer 8

• prefers organized approach to work with timelines and detailed plans
• uses a step-by-step method to solve problems and communicate information
• can be effective if patient does not become too overwhelmed with details

Question 9

personal communicator

Answer 9

• uses emotional language and connections
• cares about what people think and feel in response to the information given
• often good listeners and have the ability to resolve conflict fairly easily

Question 10

display professionalism

Answer 10

• details such as physical appearance, eye contact, displaying an understanding and knowledge of the situation enhances confidence of the patient with the provided care

Question 11

using skilled interviewing techniques

Answer 11

• ask patients a variety of open- and closed-ended questions that encourage them to explain more about their health and daily behaviors

Question 12

closed-ended questions

Answer 12

• questions that have a limited number of possible responses
• they are questions answered with yes/no or a multiple choice answer
• can provide clear and concise information
• used to identify specific information
• “does it hurt when you take a breath?” or “what day did the pain begin?”

Question 13

provide empathy

Answer 13

• avoid jumping to conclusions or passing judgment by being empathetic and providing encouragement

Question 14

practice collaboration

Answer 14

• patients are more likely to positively respond to recommendations and questions in collaborative settings
• when the patient is part of the health care team, communication is more effective and overall care improves

Question 15

embrace technology

Answer 15

• take care not to overwhelm the patient
• select no more than three communication channels
• if a patient is only comfortable with one method, it is best to provide communication via that preferred method

Question 16

open-ended questions

Answer 16

• can provide qualitative and quantitative information
• often used at the beginning of the interview to determine the reason for the visit
• “what brings you to the office today?” or “what types of concerns do you have to share with the provider today?”
• allow patients to use their own words to describe what they hope to discuss or determine with the visit

Question 17

leading questions

Answer 17

• phrased in a manner that tends to suggest the desired answer
• avoid these types of questions because they risk the possibility of coercing the patient into a desired response?

Question 18

active listening

Answer 18

• the act of being actively engaged while listening to another person share information to increase comprehension of the delivered information
• mindfully hearing and attempting to comprehend the meaning of spoken words
• can involve making sounds that indicate attentiveness, as well as giving feedback in the form of a paraphrased rendition of what has been said
• smile, eye contact, erect posture, attention

Question 19

include the patient in the process

Answer 19

• asking patients about their expectations provides a channel for an honest dialogue that moves beyond the caregiver giving instructions to an inclusive approach that includes the patient’s preferences
• best way to know those preferences is to ask

Question 20

practice active listening

Answer 20

• providers and other members of the health care team must be willing to see and value input from patients and family members
• learning to listen to and trust patients and family members can require a significant adjustment for all those involved

Question 21

communicate effectively

Answer 21

• two-way street
• not only how one conveys a message, it is also how one listens to gain the full meaning of what is being said
• especially important when obtaining patient histories

Question 22

positive reinforcement

Answer 22

• rewarding of a desirable behavior
• can produce new behaviors and open communication
• aids the growth, success, and overall well-being of a person
• consistency with this reinforcement is of the utmost importance
• inconsistencies can be counterproductive, leading to confusion and indecisiveness about acceptable behavior in the future

Question 23

telecommunication

Answer 23

• using of technology to exchange information

Question 24

internal communication

Answer 24

• sharing information within a business or organization
• includes face-to-face conversation, telephone calls, interoffice mail, paging, faxing, closed-circuit television, and email

Question 25

external communication

Answer 25

• sharing information between a business or organization and an outside entity
• important that all formats, grammer, and spelling is accurate
• includes face-to-face communication, print media, broadcast media, and electronic communication
• external communication is a representation of the medical practice and must be professional and appropriate

Question 26

business letter format

Answer 26

• heading: the letterhead and dateline (month fully spelled out, day, and year; January 14, 2023)
• opening: the recipient’s address and saluation
• body: the content and information to be communicated
• closing: complimentary closing and signature

Question 27

techniques for working with angry patients

Answer 27

• remain calm
• use active listening
• use therapeutic communication
• display empathy and apologize
• offer a solution

Question 28

denial

Answer 28

• an individual refused to accept what is being communicated
• can be considered healthy in early stages
• eventually the patient will learn to recognize the news as reality and then begin to cope and deal with it appropriately
• effective communication is not successful until the patient has begun to accept the information

Question 29

regression

Answer 29

• a patient reverting to a previous action or time in their life where they felt more secure
• often seen in children who have recently had a traumatic experience or a change in situation
• unconscious defense mechanism that medical assistants should be aware of to assist in education caregivers

Question 30

projection and displacement

Answer 30

• used to protect the ego by placing blame on something or someone and displaying verbal or physical actions aimed at releasing the anger
• patient project guilt they feel for not following through with recommended testing onto the health care professional who diagnosed said patient with a life-threatening disease
• patient then experiences displacement if they go home and yell at a loved on to release frustration and anger

Question 31

repression

Answer 31

• used to protect individual from remembering devastating events
• do not inform the patient of reality; this should be addressed carefully with a psychologist or psychiatrist
• not to be confused with PTSD
• patient haas repressed the memory and it is not obvious or known to them

Question 32

sublimation

Answer 32

• displayed when an individual uses a socially acceptable and constructive substitute for an unacceptable action related to an impulse
• as a means of coping with a breast cancer diagnosis after putting off a mammogram, the patient becomes a spokesperson for early breast cancer detection
• use good active listening skills to detect this type of defense mechanism

Question 33

consider safety first

Answer 33

• the patient needs to feel comfortable and secure to trust the health care team and engage openly in conversation

Question 34

demonstrate empathy, not sympathy

Answer 34

• consider what others might be experiencing, but displays of sympahty are nonproductive

Question 35

stick with the facts

Answer 35

• it is easy to divert away from the primary conversation and begin to develop personal opinions
• stick to the facts and remain objective to ensure comprehension of the material being presented

Question 36

watch words and actions

Answer 36

• using sarcasm and humor, or displaying negative body language is not appropriate during crucial conversations
• approach conversations with purpose and appropriate dialogue to maximize the level of communication

Question 37

use active listening

Answer 37

• this skill demonstrates concern and interest in what is being communicated