COMS 4

Question 1

When you disagree or let someone know of your displeasure, you should always do so in a way that is

Answer 1

tactful and diplomatic, that is to say, in a way that does not disparage, or put down, the other person and their actions.

Question 2

blunt talk cannot only

Answer 2

hurt others’ feelings but can also land you in professional trouble.

Question 3

By making room at the table in the nursing station for another nurse who has to sit down to write their notes at shift’s end you show ?

Answer 3

Courtesy

Question 4

By asking a patient if they need anything while they wait in the examination room a few minutes for the doctor you show ?

Answer 4

Courtesy

Question 5

By offering to get a blanket for the patient who looks a bit cold while sitting in a wheelchair waiting to be taken down to radiol- ogy for x-rays you show ?

Answer 5

Courtesy

Question 6

Showing courtesy is an important part of

Answer 6

having good workplace manners.

Question 7

When you show respect for another person, ..

Answer 7

you show that you value that person.

Question 8

When a patient or colleague receives respect from you,

Answer 8

they feel that they are important to you.

Question 9

If they are your colleague and they feel you respect them,

Answer 9

they will work more effectively with you.

Question 10

You can show respect to others by using both

Answer 10

nonverbal and verbal signals

Question 11

Nonverbally, you can show respect to another person by

Answer 11

• shaking hands
• showing that you are paying attention to them
• maintaining a good posture toward them when they speak to you
• facing them
• making appropriate eye contact

Question 12

Verbally, you can show respect by

Answer 12

• using an appropriate title, such as Dr., Mr., Ms., or Mrs.
• using their name

Question 13

When showing empathy to colleagues and patients, you demonstrate ..

Answer 13

tactfulness, courtesy, and respect—but you also show that you care

Question 14

Your empathy tells the other person that you are ..

Answer 14

fully acknowledge what they are feeling and that, within the appropriate limits of your power, you will try to provide support and care.

Question 15

You show empathy to colleagues by

Answer 15

showing that you carefully listen to what they tell you and that you do your best to understand

Question 16

You show empathy to patients by ..

Answer 16

showing them that you are paying attention to everything they attempt to communicate to you, and by effectively and completely paraphrasing back to them what they have said.

Question 17

By being genuine, you let others know that they are getting the

Answer 17

real you, that you are not putting on any sort of act, or putting up any sort of front

Question 18

When you are genuine in human interactions

Answer 18

you do not just go through the motions, but you engage fully.

Question 19

Colleagues sense your genuineness when

Answer 19

you show that you care about the job you do, and you care about their ability to do theirs.

Question 20

Patients sense your genuineness when

Answer 20

you show them courtesy, respect, and empathy, and you show that you are doing your very best to serve them and their needs.

Question 21

To be genuine is to be

Answer 21

completely open and honest

Question 22

Friends and loved ones, family members, colleagues, and patients will all know it when you are

Answer 22

being genuine with them—and they will know it when you are not.

Question 23

we self-disclose when ?

Answer 23

we want to show others that we have experiences similar to theirs, and by doing this we show them that we have something in common with them.

Question 24

To self-disclose is

Answer 24

to open up, or show something, about one’s self

Question 25

self-disclosure is most effec- tive when you use it almost as a form of ..

Answer 25

paraphrase. 1. you describe to the other person an experience because you recognize that it is parallel to theirs 2. you make clear that you are mentioning it only because it is helping you to understand the other person and have empathy for what they are feeling

Question 26

In self-disclosing to the patient, you should be careful to avoid the following:

Answer 26

- Telling a story about yourself simply for the sake of telling a story about yourself - Telling a story that is not about you but about the holiday eating problems of someone else the patient does not know; - One-upping the patient by trying to outdo their story -Removing the focus in any way from the patient.

Question 27

assertive in your communication style is ?

Answer 27

to be able to comfortably and confidently express your ideas, opinions, and feelings while still respecting the ideas, opinions, and feelings of others.

Question 28

assertive communicator is

Answer 28

to be able to stand up for what you believe is right without any undue anxiety about what others may think of you

Question 29

When disagreeing with a colleague, an assertive communicator will ..

Answer 29

use clear and direct language while remaining relaxed and respectful,

Question 30

aggressive communicator can tend to use

Answer 30

confrontational and even sarcastic language, while maintaining a tense and often superior attitude

Question 31

When you use an assertive style, you tell listeners that

Answer 31

while you may disagree you remain honest and courteous with them. Their response, in turn, will be to feel respected and valued by you. They will trust you more easily.

Question 32

There are times when a patient will need to gather their thoughts, As an HCP, you will need to develop the important skill of ?

Answer 32

remaining silent while a patient works out what they want to say

Question 33

patient may reveal personal attitudes or beliefs with which you do not agree. your responsibility is to ..

Answer 33

assist the patient in managing their health care. Your responsibility is not to approve or disapprove.

Question 34

While a patient tells you their history and discusses any issues relating to their case, you should ?

Answer 34

make every indication that you are listening carefully.

Question 35

indication that you are listening carefully while Showing Acceptance includes ..

Answer 35

- nonverbal behaviors as body language, facial expression, and eye contact - verbal cues you can give the patient when appropriate and without interrupting, such as saying, “Yes. I understand,” and “Please tell me what happened next.”

Question 36

You should always provide the patient with recognition for positive changes and improvements in any area concerning their case. Why ?

Answer 36

Such positive reinforcement encourages the patient to take a positive attitude toward the management of their health and treatment.

Question 37

As an HCP, you must always make clear to the patient that your primary responsibility is to ..

Answer 37

- serve their healthcare needs, - your priority is to make yourself professionally available to the patient by providing compassion and empathy.

Question 38

When working with patients, you will frequently find it necessary to allow the patient an opportunity to initiate ?

Answer 38

discussion of an important topic, or even the reason for the visit. You can do this effectively by asking open-ended questions,

Question 39

The patient may stop short of telling you everything you need to know. What to do ?

Answer 39

you must be prepared to lead the discussion with the patient by gentle prods.

Question 40

you should be ready to make your ? And Without appearing ?

Answer 40

Without appearing to be judgmental. Your perceptions of the patient and their condition.

Question 41

If the patient is uneasy or tense about discussing your perceptions of them. What can you DO ?

Answer 41

asking them about the source of the tension is appropriate.

Question 42

Patients frequently assume that because they are sitting on an examination table in front of the HCP that the HCP knows what the patient is feeling. What to do ?

Answer 42

Encourage the patient to make clear just what is going on so that you have a complete picture of their condition.

Question 43

having a complete picture of the patient’s condition will also give you the opportunity to ?

Answer 43

provide the patient with empathy and compassion.

Question 44

What are the Effective Therapeutic Communication Skills and Strategies ? ( Hint: they’re 10 )

Answer 44

- Remaining silent with the patient. - Remaining nonjudgmental. - Showing acceptance of what the patient tells you. - Giving recognition. - offering yourself. - Giving the patient the opening. - leading the discussion. - making observation. - Encouraging communication. - Paraphrasing.

Question 45

the HCP must understand that everything they do or say DOESN’t send a message to the patient. TRUE/FALSE

Answer 45

False. the HCP must understand that everything they do or say sends a message to the patient.

Question 46

roadblocks ARE ?

Answer 46

inappropriate behaviors, they can impede communication.

Question 47

When confronted by a patient’s unease or distress, an HCP’s first impulse as a fellow human being may be to provide ?

Answer 47

reassurance with the intention of soothing the patient’s unease

Question 48

It is inappropriate to provide easy reassurance by saying something like, “Don’t worry about anything. I know it’s all going to turn out just fine.” WHY ?

Answer 48

for two reasons. First, the patient has the right to feel any way they may feel and such reassurance diminishes the patient’s feelings. Second, the reassurance the HCP wants to provide may give the patient false hope in the face of a negative outcome.

Question 49

A patient who feels that the HCP does not take the patient’s feelings seriously will not ..

Answer 49

trust the HCP.

Question 50

The HCP should be also careful to avoid saying anything that diminishes or makes light of ..

Answer 50

the way a patient may be feeling. The HCP’s job is to listen attentively and show empathy for the patient.

Question 51

Approving or disapproving of the patient can falsely give the patient the impression that ..

Answer 51

a power relationship exists between them and their HCP.

Question 52

An HCP who approves of (as distinct from giving recognition for) a patient’s actions can lead the patient to ..

Answer 52

**believe** that certain behaviors will be rewarded with praise from the HCP. This is **inappropriate**

Question 53

an HCP who shows disapproval of a patient’s actions can cause the patient to ..

Answer 53

feel as if the HCP is passing some sort of moral judgment on the patient. **This is also inappropriate**.

Question 54

Either agreeing or disagreeing with the ideas, feelings, and thoughts of the patient is an ineffective communication behavior **because** ..

Answer 54

it turns the discussion of the patient’s health into a **matter of the patient’s being right or wrong.**

Question 55

You should never give a patient personal advice. **TRUE/FALSE**

Answer 55

**TRUE** Because you are there to serve as part of a healthcare team assisting the patient with the management of their care

Question 56

Sometimes a patient may indicate that they do not want to discuss a certain topic. It is inappropriate and even antagonistic for the **HCP to** ..

Answer 56

pry into that topic once the patient has made clear that they do not want to talk about it.

Question 57

Patients may at times express unhappiness or dissatisfaction with the care received. The HCP should never become defensive in such cases, **Why** ?

Answer 57

Because this can lead him to inappropriately changes the terms of the relationship from patient/provider to attacker/defender.

Question 58

The HCP should avoid demanding that the patient explain their behavior. **Why ?**

Answer 58

- Doing so can cause the patient to feel defensive. - the patient will no longer freely communicate with the HCP. - patient may not understand why they have acted a certain way, and to ask them for their reasons can inhibit, confuse, or even anger them

Question 59

when the patient is angry or anxious, they may or may not understand what they are ..

Answer 59

communicating