Communications Flashcards
Which of the following should be done when giving constructive criticism?
Attack the employees intelligence
Get frustrated with the mistake that was made
Choose words carefully
Stand over the person and put your hands on your hips
Choose words carefully
What does being sensitive to boundaries mean?
The ability to recognize the emotional and physical limits of others.
Encouraging a patient to do something that he says he cannot do.
Being firm with patients.
The combination of empathy, respect, and courtesy
The ability to recognize the emotional and physical limits of others
A colleague tells you that you have documented a patient’s health insurance information incorrectly. How should you respond?
“You’re not my boss.”
“And I suppose that you do everything correctly?”
“Thanks. Could you please explain what I did wrong?”
“But all the information is there, right?”
“Thanks. Could you please explain what I did wrong?”
Which of the following is an example of working well when confronted with a bias?
A Catholic patient does not agree with in-vitro fertilization. You tell her, “Well, then you must not really want to get pregnant.”
A coworker is a single mom of four children and struggles to pay her bills. You talk to her in a demeaning way because she must not be that smart.
A patient who you assume to be gay needs a blood draw. You try to get someone else to do it, in case the patient has HIV.
A patient does not speak your language. You smile kindly and offer to get an interpreter.
A patient does not speak your language. You smile kindly and offer to get an interpreter.
Which of the following is true of communication in the workplace?
You should strive for individuality and never conform.
Either speak or write directions, but do not do both.
You must learn to give and accept direction.
It is your boss’s responsibility to make sure you complete work assignments.
You must learn to give and accept direction.
What is the purpose of communication patterns?
To prevent the spread of gossip
To provide a systematic way of sharing important information
To make it clear who is in-charge
To make employees feel important
To provide a systematic way of sharing important information
Which of the following is true?
Patients and coworkers will respond well to your negative attitude.
Having a bad attitude will improve your reputation.
People will be more involved in conversation with you if you do not treat them with respect.
Overcome personal issues and focus on performing your job well and with courtesy.
Overcome personal issues and focus on performing your job well and with courtesy.
Which of the following is a good way to respond to constructive criticism? Make excuses Get angry Blame others Show appreciation
Show appreciation
The physician asks you to send in a prescription for a patient, but you can’t quite read the amount that is being prescribed. What should you do?
Look in the Physician’s Desk Reference to help you figure it out.
Ask the physician to clarify the number of pills being prescribed.
Ask the patient what amount the physician prescribed.
Ask a coworker for the amount of medication typically prescribed.
Ask the physician to clarify the number of pills being prescribed.
You notice that a colleague is using narrative note form rather than your agency’s preferred SOAP notes method. What should you say?
“This isn’t how we do things here.”
“Where did you get your training?”
“I noticed that your note-taking style is different. Can I show you our agency’s preferred method?”
“I can never find what I’m looking for in your notes!”
“I noticed that your note-taking style is different. Can I show you our agency’s preferred method?”
A patient in your care has found out that he is terminally ill. What should you do?
Avoid this patient, as you can’t help him anyway.
Ask him if he has written his will.
With sincerity, let him know that you are saddened after learning of his situation and ask if he wants to talk about it.
Carry on as though nothing is wrong and avoid eye contact.
With sincerity, let him know that you are saddened after learning of his situation and ask if he wants to talk about it.
Clinging to the established method of doing things is known as what? Preconceptions Selective comprehension Resistance to change Complacency
Resistance to change
What is the term that describes "anything that interferes with effective communication?" Communication barrier Complacency Selective comprehension Preconception
Communication barrier
As a health care worker, you have just been informed that the pulse must be counted for a full 60 seconds rather than 30 seconds, as it has been done in the past. How should you respond?
Complain to your co-workers that this will take longer and is unnecessary.
Find out who messed things up so badly that a change in process was required.
Sigh audibly.
Begin using the new procedure without comment—if you have no questions.
Begin using the new procedure without comment—if you have no questions.
Which of the following can be caused by a rushed encounter with a patient?
You provide the best care you are capable of.
You overlook important patient information.
The patient feels comfortable.
The patient feels important and cared-for.
You overlook important patient information.
All of the following may present cultural communication barriers EXCEPT: Inappropriate eye contact Health beliefs Religion Physical comfort
Physical comfort
Which of the following is an emotion or attitude that can create a communication barrier? Courtesy Empathy Respect Indifference
Indifference
Which of the following is NOT a method that health care workers and patients can use to overcome a hearing challenge?
Sign language
Look at the patient’s chart when speaking
Use gestures
Writing messages
Look at the patient’s chart when speaking
Which of the following is true of communication barriers?
The best way to deal with prejudice is to tolerate and ignore it.
Someone with preconceptions is open-minded towards others and their ideas.
Cultural communication barriers are simple to overcome.
When people are preoccupied with their own problems, they can miss much of the message coming from another person.
When people are preoccupied with their own problems, they can miss much of the message coming from another person.
Which is the best position for a health care worker who is interacting with a patient in a wheelchair? Standing Lying down Sitting Leaning against a wall
Sitting
Which of the following is a method that health care workers and patients can use to overcome a speech challenge?
Use complex language
Ask extra questions to make sure the patient understands
Hurry the patient
Require only brief answers
Require only brief answers
Which of the following is true?
Patients in extreme emotional or physical pain are always reliable communicators.
Noisy, active environments are good for sensitive conversations with patients.
Patients on pain medication are always reliable communicators.
Make the physical arrangement as welcoming and comfortable as possible for patients.
Make the physical arrangement as welcoming and comfortable as possible for patients.
Which of the following is a method that health care workers and patients can use to overcome a vision challenge? Dim the lights Describe what is happening Minimize body language Speak loudly
Describe what is happening
What should be done if you are concerned about a patient’s ability to understand important information?
Get permission from the patient to speak with a family member.
Give the patient the information and assume he understands when he nods.
Assume it will not harm the patient not to know every detail.
Leave it to the physician to figure out because you have other tasks that need to be completed.
Get permission from the patient to speak with a family member.
