Chapt 4- I
Basic elements in the communication cycle include:
a. sender, receiver
b. sender, message, receiver
c. sender, message, channel, receiver, feedback
d. sender, message, channel, receiver, questions
e. sender, message, verbal/nonverbal, receiver, feedback
c. sender, message, channel, receiver, feedback
When using nonverbal communication:
a. the eyes, face, and hands can be used to communicate
b. gestures are utilized
c. it is referred to as body language
d. touch can send signals
e. all of the above are correct
e. all of the above are correct
An example of objective information is a/an:
a. lesion
b. eye ache
c. side pain
d. odd taste
e. upset stomach
A
The best feature of any waiting room is:
a. cheerful décor
b. an immediate acknowledgment and friendly welcome when people arrive
c. stable but comfortable furniture arranged for flexible seating
d. signs that are simple but direct
e. features such as music, plants, decorative items, reading material, and so forth that give it a special touch
b. an immediate acknowledgment and friendly welcome when people arrive
To telecommunicate is to:
a. use a teletypewriter to communicate data
b. use a computer to communicate data
c. use the Internet to communicate data
d. transmit voice or data over a distance
e. use the telephone to communicate voice
d. transmit voice or data over a distance
Select the three primary ways messages are communicated in the order of importance.
a. Spoken word, body language, tonality.
b. Body language, tonality, spoken word.
c. Tonality, body language, spoken word.
d. Spoken word, tonality, body language.
e. Body language, spoken word, tonality.
b. Body language, tonality, spoken word
Questioning, requesting examples, and paraphrasing a message are:
a. ways to improve active listening
b. types of nonverbal communication
c. types of feedback
d. not recommended when listening actively
e. interpersonal skills
c. types of feedback
The emerging role of the administrative medical assistant serving as a receptionist includes:
a. knowledge of operative procedures
b. performing account collection calls at the front desk
c. assisting the physician in the examination room
d. serving as a diplomat, a negotiator, a psychologist, and a director of public relations
e. managing the medical office
d. serving as a diplomat, a negotiator, a psychologist, and a director of public relations
An office emergency:
a. is always taken care of by the physician and should not involve the administrative medical assistant
b. includes following planned procedures by the administrative medical assistant
c. always dictates calling 911 for help
d. is always handled by the clinical medical assistant
e. should always involve evacuation of the waiting room by the receptionist
b. includes following planned procedures by the administrative medical assistant
A telephone service that is a type of answering system used to store and forward messages is:
a. voice mail
b. automated attendant
c. call forwarding
d. speakerphone
e. caller ID
a. voice mail
If a patient makes up a reason to justify unacceptable actions or behavior in order to avoid something, the
defense mechanism is known as:
a. avoidance
b. compensation
c. displacement
d. rationalization
e. regression
d. rationalization
Which of the following is an example of negative stereotyping?
a. All Italians are loud.
b. I don’t like Italian food.
c. Italians should not be allowed in this medical office.
d. I’m married to an Italian, therefore I know what they’re like.
e. I love all Italians.
a. All Italians are loud.
When greeting patients, the easiest way to customize requests or comments is to:
a. ask the question, “How are you today?”
b. start all conversations with, “Welcome to Dr. Practon’s office.”
c. add the patient’s name
d. look straight into the patient’s eyes
e. think of a different phrase to say to each patient, so you never repeat the same phrase in the same day
c. add the patient’s name
Each year, what kills more Americans than all natural disasters combined?
a. Fires
b. Tornadoes
c. Flooding
d. Hurricanes
e. Earthquakes
A. fires
A speakerphone in the medical office:
a. should only be used by the physician
b. should be used only after asking permission from the caller
c. cannot have the volume adjusted
d. cannot be used while being placed on hold
e. cannot be used by more than one person at a time
b. should be used only after asking permission from the caller
In a health care setting, the comfort zone is approximately:
a. 1 to 2 feet
b. 2 to 3 feet
c. 3 to 4 feet
d. 4 to 5 feet
e. 5 to 6 feet
c. 3 to 4 feet
Verbal descriptions are needed when communicating with:
a. hearing-impaired patients
b. patients with an impaired level of understanding
c. visually impaired patients
d. speech-impaired patients
e. patients undergoing stressful situations
c. visually impaired patients
When appointment delays have occurred and patients are waiting in the reception area:
a. post a sign that asks them to approach the front desk
b. give them options so that they can make a decision to wait, return, or reschedule
c. shut the security window so that you are not disturbed while conducting office business
d. avoid eye contact because it will incite complaints
e. both a and b
e. both a and b
Working at a computer in one position hour after hour performing the same movements over and over can
cause injuries referred to as:
a. repetitive trauma disorders
b. cumulative stress injuries
c. repetitive stress injuries
d. ergonomic injuries
e. movement disorders
c. repetitive stress injuries
An answering service is preferable to an answering machine because:
a. answering machines are expensive
b. you do not have to play back messages
c. you do not have to listen to patient complaints
d. they will not break down
e. they offer personalized handling of medical calls
e. they offer personalized handling of medical calls
Active listening involves:
a. dwelling on or mulling over what the speaker has said
b. giving the speaker your undivided attention
c. verbal and nonverbal responses to a message
d. focusing on yourself in addition to the speaker
e. intuitive and immediate responses
b. giving the speaker your undivided attention
Some of the most difficult communication problems exist when communicating with a/an:
a. physician
b. office manager
c. coworker
d. patient
e. outside health care professional
c. coworker
Select the correct statement regarding HIPAA’s view of confidentiality in the reception area (waiting
room).
a. It would be nice if confidentiality could be kept in the reception area, but HIPAA understands that you
have no control over that area in your office.
b. HIPAA requires all offices to have a privacy screen or window separating the receptionist from patients
in the waiting room.
c. The one area HIPAA does not address is the reception area of a medical office.
d. HIPAA forbids calling out of patients’ names in the reception area.
e. HIPAA compliance is as important in the reception area as it is anywhere in the medical practice.
e. HIPAA compliance is as important in the reception area as it is anywhere in the medical practice.
The “Red Flags Rule” offers:
a. a disaster preparedness plan mandated by the federal government.
b. guidelines for a written prevention and detection program for identity theft.
c. fire alert symbols.
d. hazard warning labels.
e. rules for medical offices regarding patients with disabilities.
b. guidelines for a written prevention and detection program for identity theft.
Regarding putting patients on hold, standard practice should be to:
a. say, “just a minute,” and place them on hold
b. say, “I’m putting you on hold”
c. say, “I’ll be right back”
d. try not to put patients on hold but if you must, ask their permission first
e. place them on hold as necessary
d. try not to put patients on hold but if you must, ask their permission first