Module 12: Customer Service and Communication

Question 1

What does the communication cycle consist of?

Answer 1

a sender, receiver, and a message

Question 2

what is therapeutic communication?

Answer 2

focuses on implications of sending and receiving messages within a diverse patient audience.

Question 3

What are examples of therapeutic communication?

Answer 3

rephrasing, displaying empathy, asking questions, etc

Question 4

What is active listening?

Answer 4

is more than just hearing the words and more about being mindful of what is being said and how it is being said

Question 5

Mention and briefly describe two of the communication styles discussed in the module?

Answer 5

1. Assertive: Ideal communication style. Firm and direct. Includes eye contact, body language, and respectful tone
2. Passive: more submissive, using quite/soft voice.

Question 6

Mention and briefly describe two more of the communication styles discussed in the module?

Answer 6

1. Aggressive: abrasive style, allows for minimal personal space and used fast and loud gestures.
2. Manipulative: highly ineffective, one sided, and can feel patronizing.

Question 7

What are the differnt form of communication styles discussed in the moduel?

Answer 7

1. Visual: images
2. Auditory: hearing
3. Kinesthetic: hands on or feeling

Question 8

What is teh medical defeintion of feedback?

Answer 8

info related back to sender regarding how message was received and interpreted.

Question 9

How should a Medical Assistant approach an aggressive communication style?

Answer 9

To be approached with a calm tone of voice

Question 10

What are the five Ps of telephone etiquette?

Answer 10

1. Polite
2. Prepared
3. to the Point
4. Perceptive
5. cooPerative

Question 11

What are forms of non-verbal communication?

Answer 11

eye contact, facial expressions, posture, touch, gestures, personal space

Question 12

What are some don’t dos regarding email etiquette?

Answer 12

• do not use slang
• do not use a conversational approach
• do not abbreviate words

Question 13

What are some good etiquette practices to follow when sending an email in the healthcare setting?

Answer 13

1. send emails using secure email software program
   check selling/grammer
2. Include subject line, salutation, and proper closing with contact info.

Question 14

How should doucmenst be attached in an email?

Answer 14

referenced in the body of the email and attached to the the email itself

Question 15

What should a genral bussiness letter inculde?

Answer 15

date, address, salutation, body, and closing done on the letterhead of the organization.

Question 16

What are the business letter styles discussed in the module?

Answer 16

Full block, modified block, modified block format with indented paragraphs, simplified format.

Question 17

Describe the format of the letter styles presented in the module?

Answer 17

Full Block: all lines on the left margin

Modified block: address and body are on the left and rest is at the center of the document.

Indented: address is on the left and the rest is at the center of the document with indentations.

Simplified: left margin, and doesn’t include a salutation and or closing

Question 18

What are aspects of professionalism?

Answer 18

appearance
work ethic
relationships
communication
mannerism