Communication Skills
What is the difference between open-ended and closed-ended questions?
Open-ended = encourages detailed response (“How are you feeling today?”). Closed-ended = yes/no or short answer
Why is it important to respect cultural and religious differences in phlebotomy?
Promotes respect, trust, and quality care.
What is the most effective method of preventing infection?
Handwashing (most effective prevention method).
What PPE is always required for venipuncture?
Gloves.
True or False: Gloves can be reused if they are not visibly soiled.
False
Give one example of active listening.
Nodding, maintaining eye contact, summarizing what patient said.
Give one example of how religion may impact blood collection.
Some religions may decline blood transfusions or blood collection (e.g., Jehovah’s Witness).
What does PPE stand for?
Personal Protective Equipment
Which type of mask is required for airborne precautions (like TB)?
N95 respirator.
True or False: Hand sanitizer is effective against C. diff.
False
What should a phlebotomist do if they don’t understand a patient’s question?
Politely ask for clarification or rephrase the question.
How should a phlebotomist approach a patient who speaks limited English?
Use an interpreter or translation services; avoid family members unless approved.
What is the difference between standard precautions and transmission-based precautions?
Standard = all patients, all the time. Transmission-based = additional precautions for specific infections.
What should you do immediately after a needlestick injury?
Wash area, report immediately, fill out exposure report, seek medical evaluation.
True or False: All patients require some form of infection control.
True
Why is paraphrasing important when communicating with patients?
Shows understanding, reduces miscommunication, builds trust.
Why should phlebotomists avoid making assumptions about patients?
Assumptions can lead to disrespect, mistrust, or misdiagnosis.
Define the chain of infection.
The process of how infections spread: reservoir → exit → transmission → entry → host.
Why should needles never be recapped?
Risk of accidental needlestick and bloodborne infection.
True or False: Droplet precautions require an N95 mask.
False- Surgical Mask
Define nonverbal communication and give two examples.
Nonverbal = communication without words (e.g., body language, gestures, eye contact, facial expressions, posture).
Explain how socioeconomic factors can affect healthcare access.
Low income may limit access to healthcare, healthy food, or medications.
Name all five links in the chain of infection.
Infectious agent, 2) Reservoir, 3) Portal of exit, 4) Mode of transmission, 5) Portal of entry, 6) Susceptible host.
Explain the correct procedure for disposing of sharps.
Place directly into puncture-resistant, leakproof sharps container.
True or False: Standard precautions only apply to patients with confirmed infections.
False- The apply to ALL patients.