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Effective Communication Strategies in Healthcare, Exams of Advanced Education

Insights into effective communication strategies for healthcare professionals. It covers topics such as managing conflicts, understanding communication barriers, practicing active listening, and demonstrating empathy and tact. Various scenarios and best practices to help healthcare providers improve their communication skills and foster better patient-provider relationships. By studying this document, readers can learn how to navigate challenging communication situations, resolve conflicts, and enhance their overall communication competence in the healthcare setting.

Typology: Exams

2024/2025

Available from 09/13/2024

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An athletic trainer is frustrated with the constant criticism she receives from the head trainer. What is the BEST way to manage this conflict? a. ask for a private meeting to discuss her concerns and use a mediator if necessary b. report the trainer's behavior to his supervisor c. keep her feelings to herself and accept the head trainer's authority d. stand up to the trainer the next time she is criticized and speak aggressively - Correct Answer-a. ask for a private meeting to discuss her concerns and use a mediator if necessaryThis answer is correct. Mallory and Ashli are best friends and both want to run for president of their HOSA chapter. After sharing their feelings with each other, they decide to redefine their goals. Mallory decides that Ashli would make a better president and she would be just as happy working with a committee, so they decide that Ashli will run for president and Mallory will be her campaign manager. This is an example of a: a. win-lose b. compromise c. sacrifice d. win-win - Correct Answer-d. win-win Mrs. Peters is admitted with dizziness and loss of balance. She says she "cannot sleep at night because it feels like the room is spinning around". Her complaints of dizziness are classified as: a. pathologic Selected:b. objective c. subjective d. psychosomatic - Correct Answer-c. subjective George and Martha are medical assistants in a dermatology office. George asks Martha "can you help the patient in room 1 to the bathroom?" As George was delivering the message to Martha, her phone rang and she responded to the phone call. The patient in room 1 was never assisted. The problem with this communication was that the: a. sender did not deliver the message in a concise manner b. message was not clear c. message was interrupted d. receiver did not understand the message - Correct Answer-c. message was interrupted Which of the following is a sign of a bruised kidney? a. difficulty urinating b. bloody urine

c. flank (side) pain d. nausea - Correct Answer-b. bloody urine Question 6 Marie likes to choose her conflicts wisely. Which conflict below should Marie choose to do something about? a. She sees another student take something out of a friend's purse. b. Her teacher says, "Marie, stop daydreaming" and she was not daydreaming. c. She hears other students complaining about her favorite teacher. d. The person in front of her in the lunch line takes the last slice of chocolate cake. - Correct Answer-a. She sees another student take something out of a friend's purse. Question 7 Peggy is a dental hygienist. Does she have a right to wear a generous amount of perfume at work? a. No. The strong odor could violate her patient's rights. b. Yes. She has the right to wear whatever she wants. c. No. Healthcare workers should never wear deodorant, perfume, after shave, or anything that is scented. d. Yes. Perfume creates a pleasant smell for patients. - Correct Answer-a. No. The strong odor could violate her patient's rights. If a speaker says she feels fine, but her face looks strained, her eyes are red, and she is frowning, what would most people believe? a. she is not sure how she feels b. she is trying to confuse the listener c. she does not feel good d. she feels just fine - Correct Answer-c. she does not feel good Why is it important for the patient to have a qualified interpreter if they have a language barrier? a. A qualified interpreter is able to interpret complex medical terms and concepts. b. If a hospital uses a qualified interpreter, they can charge the patient for those services. c. It is not important because the patient's family members can interpret any message. d. It is not important because effective communication is not critical in health care settings. - Correct Answer-a. A qualified interpreter is able to interpret complex medical terms and concepts. What is the MOST important key to resolving a conflict? a. forgiveness b. give the other person the benefit of the doubt c. communication d. ask others for information about the people involved in the - Correct Answer-c. communication

The other EMT's describe Ben as a good team member because he is highly skilled and: a. participates in activities with co-workers after work b. does his fair share of the work c. likes to do things the way he has always done them d. takes credit for the work of the team - Correct Answer-b. does his fair share of the work Which of the following would NOT help a patient with aphasia communicate? a. Encourage the patient to take their time when trying to communicate. b. Use pictures with key messages to communicate. c. Repeat messages to be sure you understood them correctly. d. Encourage the patient to make sure their hearing aid is inserted correctly. - Correct Answer-d. Encourage the patient to make sure their hearing aid is inserted correctly. Subjective complaints are also know as ______________________. a. objective b. not important c. signs d. symptoms - Correct Answer-d. symptoms Which of the following is an example of a psychological barrier to communication? a. prejudice b. speech impairment c. hearing loss d. language - Correct Answer-a. prejudice What of the following is the BEST example of a hospital interdisciplinary team? a. housekeeping staff b. emergency department staff c. pharmacy staff d. morgue staff - Correct Answer-b. emergency department staff You are caring for a patient who is visually impaired and need to measure the patient's vital signs. Which of the following is the BEST way to handle this situation: a. Ask the patient's family to explain what you are going to do to the patient. b. Greet the patient when entering the room and then go straight to measuring her vital signs. c. Announce yourself upon entering the room, introduce yourself, and explain what you will be doing d. Avoid talking while in the patient's room. - Correct Answer-c. Announce yourself upon entering the room, introduce yourself, and explain what you will be doing Assertive communication requires respecting the rights of others, but also a. standing up for your beliefs b. avoiding eye contact

c. speaking in a loud voice d. keeping arms crossed - Correct Answer-a. standing up for your beliefs :)a -c-> :)b <--d------ What element of the communication model is represented by the letter C in the diagram above? a. message b. receiver c. feedback d. sender - Correct Answer-a. message :)a -c-> :)b <--d------ What parts of the communication model above could be nonverbal? a. A and B b. A, B, C, and D c. D only d. C and D - Correct Answer-d. C and D Which of the following is a symptom? a. patient's surgical dressing is bloody b. patient has a pulse of 100 c. patient has rapid breathing d. patient says she cannot urinate - Correct Answer-d. patient says she cannot urinate A physician walks into a patient's room and while looking at the x-rays, states "We are going to send you to a surgeon." As the physician walks out the door he adds, "My nurse will make you an appointment" What message does the physician's body language send to the patient? a. I am recommending what is best for you. b. I am busy and really don't have time to discuss this with you. c. Your condition is more than I can take care of. d. You need more help than I can give you. - Correct Answer-b. I am busy and really don't have time to discuss this with you. What example would BEST lead to finding a win-win solution? a. discussion that leads to a mutual decision b. flipping a coin c. letting the person with the most power in the relationship make the decision d. voting - Correct Answer-a. discussion that leads to a mutual decision The team member who contributes the MOST to team effectiveness is one who: a. is flexible and willing to compromise b. stays focused on his/her assignments and not what others are doing c. does exactly what is expected of him/her

d. treats other with a lack of respect - Correct Answer-a. is flexible and willing to compromise Which of following is NOT a technique for managing team conflict a. Mediation b. Passive Responses c. Assertive communication d. Gather the facts - Correct Answer-b. Passive Responses A dentist walks into a room with a client seated in the dental chair. While looking at x- rays, the dentist states "We are going to need to send you to an endodontist." As the dentist is walking out the door, he adds "My receptionist will make you an appointment." What message does the dentist's body language send to the patient? a. You need more help than I can give you. b. Your gums are in really bad condition. c. I am busy and do not really care about you. d. I am recommending what is best for you. 1/1 - Correct Answer-c. I am busy and do not really care about you. What communication behavior by a health care provider demonstrates a sincere concern for the patient's welfare? a. Listening carefully. b. Repeating what the patient says. c. Maintaining eye contact. d. Calling the patient "sweetie." - Correct Answer-a. Listening carefully Prejudice on the part of a healthcare worker is a barrier to communication because the health care worker will: a. See the stereotype and not the individual patient. b. Not be able to understand the words the patient uses. c. Spend all his/her time being critical of the patient. d. Not have the skills to communicate with the patient. - Correct Answer-a. See the stereotype and not the individual patient. Joyce is working at the Senior Olympics and knows that 25% of the seniors indicated significant hearing loss on their health forms. How should Joyce position herself when talking to a group of these senior athletes? a. In a partly shady area. b. With the sun in their eyes. c. Facing the sun. d. About 6 - 12" away. - Correct Answer-c. Facing the sun. Michelle asks Laura to help her make an occupied bed. Laura tells Michelle that she is going on break but she believes Jeremy is available to help. Using the communication model, "I am going on break but I believe Jeremy is available to help." is best described as

a. The sender. b. Nonverbal communication. c. The message. d. Feedback. - Correct Answer-d. Feedback. A patient tells her doctor "I think I want a second opinion." Which of the following is an example of a paraphrasing response by her doctor? a. "So you want us to refer you to a specialist." b. "Why do you think you need a second opinion?" c. "Is something else bothering you?" d. "Do you disagree with the treatment I'm recommending?" - Correct Answer-a. "So you want us to refer you to a specialist." A patient complains to her physician that "I'm up all night, going to the bathroom." Her physician replies "About how many times a night do you go to the bathroom?" This response is an example of what feedback method? a. Open question b. Reflecting c. Asking Questions d. Nonverbal Communication - Correct Answer-c. Asking Questions Jorge, a pharmacist, hears a pharmacy technician speak impatiently to a client at a cash register. How can the pharmacist assure that he effectively communicates his expectations to the technician? a. Write the pharmacy technician a letter. b. Write a description of the incident on a future job performance evaluation. c. Immediately go to the technician at the cash register and explain the importance of being nice to customers. d. Invite the technician to a private office and explain the customer service expectations of the pharmacy. - Correct Answer-d. Invite the technician to a private office and explain the customer service expectations of the pharmacy. What behavior is a part of active listening? a. Asking a lot of questions. b. Trying to see the other person's point of view. c. Concentrate on the words the person uses and nothing else. d. Interrupt and refocus if the person's thoughts seem to stray off the topic. - Correct Answer-b. Trying to see the other person's point of view. Which of the following is an example of an open-ended question? a. "How long have you had this pain?" b. "What are you taking to help you sleep?" c. "Why do you think you keep gaining weight?" d. "Do you feel better when you are sitting or standing?" - Correct Answer-c. "Why do you think you keep gaining weight?"

A patient refuses to take the vitamin with iron that the nurse gave her. When asked why she refused, the patient explained that it makes her constipated. How should the nurse record the refusal in the patient's chart? a. Patient refused vitamin with iron. b. Patient refused vitamin with iron, stating "it makes me constipated." c. The patient would not take her vitamin for personal reasons. d. I said "Here is your vitamin with iron." The patient replied "No thanks." I asked "Why?" The patient replied "Because it makes me constipated." - Correct Answer-b. Patient refused vitamin with iron, stating "it makes me constipated." When writing in a patient's chart and describing the patient's reaction to receiving bad news, what would be the BEST way to describe the patient? a. She was all torn up about being told she has diabetes. b. The patient reacted in a hysterical manner. c. The patient clearly was not receptive when they told her she is a diabetic. d. She cried softly for approximately five minutes after learning her diagnosis. - Correct Answer-d. She cried softly for approximately five minutes after learning her diagnosis. Lilly accidently wrote about a patient's complaint on the wrong patient chart. What should she do? a. Notify both patients' physicians. b. Discard the page with the error and start all over. c. Use white-out or correction fluid to cover the error. d. Cross out the error with one line, write "error" and initial it. - Correct Answer-d. Cross out the error with one line, write "error" and initial it. A patient uses profanity when describing his nausea. How should the healthcare worker communicate the patient's complaint? a. Use the patient's exact words. b. State "the patient is complaining of nausea." c. Do not report the patient's complaint. d. The patient is providing objective information. - Correct Answer-b. State "the patient is complaining of nausea." What group of healthcare workers would MOST LIKELY be part of a rehabilitation team? a. Social worker, physical therapist, occupational therapist, physician b. Nurse, physical therapist, paramedic, perfusionist c. Biomedical equipment technician, occupational therapist, physician, paramedic d. .Social worker, nurse, perfusionist, biomedical equipment technician - Correct Answer-a. Social worker, physical therapist, occupational therapist, physician In following the chain of command, the dental assistant works under the direction of the: a. Patient b. Billing Clerk c. Dental Hygienist

d. Dentist - Correct Answer-d. Dentist Steve is a good role model for Leslie because he: a. Earns over $50,000 a year. b. Only complains about his boss to his family c. Likes to rush to get the job done as quickly as possible. d. Is respectful of his co-workers and patients. - Correct Answer-d. Is respectful of his co-workers and patients. A charge nurse is described by a nursing assistant as being an effective leader. What example by the charge nurse would support this description? a. He pitches in and helps the nursing assistants when things are really busy b. He has a good sense of humor and makes light of stressful situations. c. He makes sure that the assistants who have worked for him the longest get the easierassignments. d. He compliments the younger nurses on their appearance. - Correct Answer-a. He pitches in and helps the nursing assistants when things are really busy Carlos likes to make all the decisions for his team and do most of the work himself. His leadershipstyle is described as: a. Democratic b. Passive c. Lassie-faire d. Autocratic - Correct Answer-d. Autocratic An effective group facilitator should: a. Try to persuade the group to make the decision that he/she wants. b. Involve all members of the group in the decision-making process. c. Use an autocratic leadership style d. Do most of the work for the group to achieve their goals - Correct Answer-b. Involve all members of the group in the decision-making process. Miranda prefers to work using a Laissez-faire leadership style. What career might be best suited forMiranda? a. Parmedic b. Neurosurgeon c. Massage TheapistThis is the correct answer. d. Operating Room Technician - Correct Answer-c. Massage TheapistThis is the correct answer. Nurse Elexa has concerns about the new electronic charting system and has an idea about how tomake it more easy to use. During the discussion the manager is reading a magazine and never looks at Nurse Elexa. Which communication failure is the manager most likely having? a. Failure to cooperate b. Failure to have a positive attitude

c. Failure to exercise an open-mind. d. Failure to listen carefully. - Correct Answer-d. Failure to listen carefully. Which of the following is a real benefit of working in a team? a. An individual can do less work because they can rely on other team members b. Multiple views can make problems easier to solve. c. If something goes wrong, multiple people share responsibility d. Differences of opinion can lead to intense arguments. - Correct Answer-b. Multiple views can make problems easier to solve. In order to communicate effectively about differences of opinions with a co-worker, the health careprofessional should a. consult his/her superior on the right course of action. b. consult a co-worker not involved in the situation. c. arrange a suitable time and place to discuss the issue with co-worker.. d. attack the person so that they will agree with you. - Correct Answer-c. arrange a suitable time and place to discuss the issue with co-worker.. Beth is a basketball player who is constantly criticizing and insulting other team members. Whenher teammates bring this to her attention, Beth responds "I have the right to say how I feel." Does she? a. Yes. Beth is being open and honest with her teammates. b. Freedom of speech means that Beth can say whatever she wants c. Beth's behavior violates the rights of her teammates to a positive athletic environment d. Nobody has the right to complain all the time. - Correct Answer-c. Beth's behavior violates the rights of her teammates to a positive athletic environment Being able to identify with and understand another person's feelings, situation, and motives demonstrates ____. a. empathy b. tact c. patience d. responsibility - Correct Answer-a. empathy The ability to be tolerant, to be understanding, and to control your temper indicates ____. a. empathy b. enthusiasm c. patience d. honesty - Correct Answer-c. patience Enjoying your work and having a positive attitude displays ____. a. honesty b. willingness to learn c. dependability d. enthusiasm - Correct Answer-d. enthusiasm

Having the ability to say or do the kindest or most fitting thing in a difficult situation shows ____. a. tact b. responsibility c. self-motivation d. competence - Correct Answer-a. tact The ability to begin or follow through with a task and to determine things that need to be done indicates ____. a. competence b. self-motivation c. dependability d. willingness to learn - Correct Answer-b. self-motivation Using good judgment in what you say and do and making sure that a patient's rights are not violated demonstrates ____. a. competence b. tact c. dependability d. discretion - Correct Answer-d. discretion Being qualified and capable of performing a task while striving for accuracy in all you do shows ____. a. competence b. discretion c. willingness to learn d. dependability - Correct Answer-a. competence Showing truthfulness and integrity and being willing to admit mistakes so they can be corrected is ____. a. willingness to learn b. acceptance of criticism c. honesty d. tact - Correct Answer-c. honesty Being prompt when reporting to work, avoiding absences, and completing assigned tasks on time demonstrates ____. a. competence b. dependability c. self-motivation d. team player - Correct Answer-b. dependability Learning to cooperate and function well with others demonstrates ____. a. teamwork b. self-motivation

c. willingness to learn d. dependability - Correct Answer-a. teamwork The exchange of information, thoughts, ideas, and feelings is ____. a. listening b. empathy c. communication d. nonverbal behavior - Correct Answer-c. communication Which of the following is not an example of a communication barrier? a. physical disability b. psychological disability c. minor or child status d. cultural diversity - Correct Answer-c. minor or child status An example of a psychological barrier to communication is ____. a. aphasia or a speech impairment b. the belief that illness is a punishment from God c. a negative attitude and constant complaints d. a foreign language 1/1 - Correct Answer-c. a negative attitude and constant complaints An example of a subjective observation is ____. a. Mr. Mendez says he is very warm. b. Mr. Mendez has a temperature of 102°F c. Mr. Mendez's skin is red and flushed d. Mr. Mendez is drinking large amounts of water - Correct Answer-a. Mr. Mendez says he is very warm. A leader who sets minimal rules and allows individuals in a group to function in an independent manner is a/an ____. a. autocratic leader b. democratic leader c. mediator leader d. laissez-faire leader - Correct Answer-d. laissez-faire leader A hospitalized patient is introduced to Dr. Leila Azzi as "an intern on my team" by the attendingphysician. As an intern, Dr. Azzi: a. Is still in medical school and cannot participate in patient care. b. Performs the skill of a doctor under the supervision of the attending physician. c. Has all the rights and privileges of any physician on the hospital medical staff. d. Functions as an independent healthcare provider who is employed by the attending physician - Correct Answer-b. Performs the skill of a doctor under the supervision of the attending physician.

Located in the nucleus and made of DNA and protein, this forms chromosomes during cell reproduction. a. lysosomes b. pinocytic vesicles c. chromatin d. mitochondria - Correct Answer-c. chromatin What structure is proximal to the knee? a. hip b. foot c. ankle d. calf - Correct Answer-a. hip If the body were cut in a transverse plane, what organ would NOT be in the same half as the other three? a. heart b. bladder c. brain d. lungs - Correct Answer-b. bladder If a physician performs a pelvic exam, what organs can be evaluated? a. reproductive b. respiratory c. esophagus and stomach d. liver and gallbladder - Correct Answer-a. reproductive What is the primary function of muscle tissue? a. to control and coordinate body activities b. to produce body secretions c. transportation Selected:d. to produce movement - Correct Answer-