Practice Test 2 - Communication & Interaction Flashcards
What can be predicted when a team is highly cohesive?
a) High member satisfaction
b) High-performance results
c) Positive performance norms
d) Status congruity
a) High member satisfaction
When you are actively listening, where should you look?
a) At the clock
b) At the speaker
c) At the work in front of you
d) At your notes
b) At the speaker
When talking to children, use:
a) abbreviations
b) jargon
c) simple words
d) technical language
c) simple words
Which of the following is improper phone etiquette?
a) Listening and restating info
b) Putting an irritated caller on hold
c) Referring caller somewhere if uncertain
d) Taking notes as the caller is talking
b) Putting an irritated caller on hold
When drawing blood from a frightened child, which of these is the right thing to do?
a) Explain the procedure to the child in simple terms
b) Say nothing to the child and just perform the procedure
c) Tell the child that the needle won’t hurt
d) Tell the echild to be brave
a) Explain the procedure to thee child in simple terms
When drawing blood from a scared child, it’s good to explain the procedure first in simple terms. Be honest to the child; don’t lie by telling them the needle won’t hurt. It’s also good to have the parent hold the child when you take the blood, as this can be comforting.
Saying nothing can be frightening for a child; it’s important to communicate to reduce their anxiety.
Telling the child the needle won’t hurt can erode the child’s trust when they do experience pain.
Telling the child to be brave can add pressure and anxiety, making the child more nervous.
A member of the clergy is with a patient when you arrive to collect a routine specimen. What should you do first?
a) Ask the patient’s nurse what you should do
b) Come back after the clergy member has gone
c) Fill out a form saying you were unable to collect the specimen
d) Interrupt and explain you need to collect a specimen from the patient
b) Come back after the clergy member has gone
Patients’ time with clergy members is private and limited. If the test you need to perform is not urgent (as in the case of a routine urine test), then you should leave and come back later.
