TEST BANK Chapter 14

Fundamentals of U.S. Health Care Chapter 14 – The communication process Test Bank Multiple Choice According to Maslow’s hierarchy of needs, which of the following is a physiological need? Love Shelter Self-esteem Approval Which of the following is NOT part of the communication cycle? Witness Message Receiver Feedback Which of the following is one of the 5 Cs of communication? Channeling Contact Closing Cohesive Which of the following terms describes the verbal and non-verbal evidence that a message was received and understood? Noise Feedback Affirmation Communication Which of the following facilitates positive communication? Smiling at all times Discussing payment history Encouraging patients to ask questions Impressing patients with your medical credentials Which of the following is NOT an example of negative communication? Looking directly at patients when you speak to them Rushing through explanations Speaking sharply Mumbling Non-verbal communication is also known as: Touching Nodding Body language Conciseness Which of the following is NOT one of the three types of listening? Evaluative Selective Passive Active When greeting patients, a health care professional should do which of the following? Make eye contact Ask personal questions Set up the patient’s next appointment Avoid using the patient’s name to preserve patient privacy Which of the following achieves the goal of a health care professional to treat patients and their families fairly? Good attitude Policy and procedure Therapeutic communication Good appointment scheduling Which of the following is an example of a good communication technique? Demonstrating respect Not looking directly at the patient Cultural differences Watching only your own body language Which of the following is the least common method of communication? Telephone Computer Fax machine Voice mail Which of the following is essential when making copies of patient medical records? Getting permission from a supervisor Confidentiality Getting authorization Verifying the patient Which of the following is NOT a computer input device? Mouse Keyboard Printer Scanner Which of the following is NOT a barrier to communication? Language difficulties Facial expressions Hearing impairment Prejudice Which statement best describes someone who is a good active listener? Looks at the speaker Understands the language of the speaker Nods in agreement with the speaker Concentrates on what is being said Why must written communication be organized even more carefully than oral communication? It lacks non-verbal cues because there is no interaction between the sender and receiver Grammatical errors are more obvious Written documents usually deal with more important subjects The sender has more time to prepare written documents Which of the following describes the term “prejudice”? Respecting an individual as a human being Holding a negative opinion of an individual because of his or her beliefs Refusing to acknowledge something Recognizing that the patient is nervous Which of the following is the most common initial reaction to a permanently disabling injury? Guilt Fear Denial Loss The patient was asked to walk three times per week for 30 minutes each time. She told you that she could not complete this exercise because she had to go to work. Which of the following defense mechanisms is she using? Regression Rationalization Repression Projection Which of the following terms means “returning to an earlier emotional stage of growth and development”? Rationalization Projection Sarcasm Regression Which of the following is NOT a way to communicate with a patient who has a hearing impairment? Using body language Shouting at the patient Speaking slowly Sitting close and facing the patient Which of the following defense mechanisms is defined as the unconscious putting unpleasant events, feelings, or thoughts out of one’s mind? Compensation Displacement Repression Suppression Which of the following involves physical impairment of communication? Poor acoustics Patients with AIDS Angry patients Elderly patients Performing extreme behaviors to express feelings that the individual feels cannot be otherwise expressed is called: Compartmentalization Displacement Acting out Apathy True or False _____ 1. Self-actualization is based on education, a rewarding career, and balanced personal relationships. _____ 2. A horizontal channel is one that is between people with similar responsibility levels. _____ 3. Non-verbal communication is also known as accurate verbal communication. _____ 4. Facial expressions assist in communication by reinforcing or conflicting with the message. _____ 5. It is common for people to stand one to two feet from each other regarding personal space. _____ 6. A closed posture signifies friendless and receptiveness. _____ 7. A good tone of voice demonstrates a positive, helpful attitude. _____ 8. The perception of touch is influenced by culture, age, family background, and gender. _____ 9. Active listening involves one-way communication. _____ 10. Empathy is shown when you use the proper title for each patient, with respect. _____ 11. Assertive behaviors are expressive, self-enhancing, individually chosen, and offer value to others. _____ 12. An example of positive communication is probing. _____ 13. Burnout is a significant situation that may result in negative communication. _____ 14. Clinical e-mail is sent by using electronic medical records. _____ 15. English is NOT the predominant language of the United States, because many different ethnicities live in this country. _____ 16. Discrimination is unfair treatment of another, based on gender, race, and religion. _____ 17. In medical writing, abbreviations and symbols can be used without any problem. _____ 18. Removing a feeling from something perceived as stressful is called displacement. _____ 19. Maslow believed that people are basically able to conduct their behaviors in a positive, honest manner, to develop positive relationships with others. _____ 20. Communication means sharing ideas, thoughts, information, and feelings. Matching Compensation Dissociation Projection Sublimation Assertiveness Suppression _____ 1. Making the conscious decision to put painful or uncomfortable thoughts out of one’s own awareness _____ 2. Channeling unacceptable emotions or thoughts into more acceptable ones _____ 3. Emphasizing thoughts or needs in a way that is received as firm, direct, but respectful _____ 4. Trying to overcome something by developing another ability _____ 5. Misappropriation of one’s own undesirable thoughts or feelings onto another person who does not have the same thoughts _____ 6. Losing track of time or person, and finding another self-representation in order to continue, often related to childhood abuse Feedback Defense mechanism Prejudice Inflection Body language Discrimination _____ 7. Non-verbal communication _____ 8. Modifying words by changing pitch or tone _____ 9. Unfair treatment of another, based on prejudice _____ 10. Reponses from a receiver during communication _____ 11. Prejudgment of an individual or a group _____ 12. Used to protect oneself from anxiety or uncomfortable situations Answer Key – Test Bank Chapter 14 Multiple Choice 1. B 2. A 3. D 4. B 5. C 6. A 7. C 8. B 9. A 10. C 11. A 12. C 13. B 14. C 15. B 16. D 17. A 18. B 19. C 20. B 21. D 22. B 23. C 24. A 25. C True or False 1. T 2. T 3. F 4. T 5. F 6. F 7. T 8. T 9. F 10. F 11. T 12. F 13. T 14. T 15. F 16. T 17. F 18. F 19. T 20. T Matching 1. F 2. D 3. E 4. A 5. C 6. B 7. E 8. D 9. F 10. A 11. C 12. B