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Medical Office Procedures I: Chapters 3 & 4 Flashcards | StudBud
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Medical Office Procedures I: Chapters 3 & 4
Medical Office Procedures I: Chapters 3 & 4
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1
During the communication process, posture can usually be described as either __________.
straight or bent
direct or indirect
appropriate or inappropriate
open or closed
2
In the communication circle, what is the response to the message by the receiver called?
feedback
reply
noise
source
3
A medical assistant who does not intrude on a patient's personal space is ____.
unlikely to get true answers from the patient
feeling uncomfortable with the patient
showing respect for the patient's feelings
avoiding dealing with the situation
4
The first step in the problem-solving process is to ____.
implement the strategy that appears to be the best solution
identify the problem and define it clearly
clearly identify the objectives to be achieved
analyze the potential solutions and strategies
5
Which of the following occurrences is
not
likely to be a cause of stress?
forgetting to complete a homework assignment
dealing with an angry patient on the phone
making a good grade on a test
having an argument with your best friend
6
Which of the follwn statements describes someone who is experiencing the awakening phase in stages that lead to burnout?
you become increasingly tired, bored, and frustrated.
you are delighted with your job, your coworkers, and the organization.
you arise from the burnout ashes, adjusting to reality.
you realize that your initial expectations were unrealistic.
7
When interacting with patients of other cultures or ethnic groups, __________.
insist that they accept your point of view
never make value judgments
assume that they have the same attitude toward healthcare as you do
avoid involving family members
8
Which of the following involves careful listening, observing, speaking, and writing?
professional judgment
persistence
communication skills
critical thinking skills
9
A medical assistant shows __________ when she acknowledges a patient's wishes without passing judgment.
respect
rapport
sympathy
reassurance
10
Which of the following personal qualifications is necessary for the overall efficiency of the medical facility?
willingness to work as a team member
personal and professional growth
acceptance of criticism
critical-thinking skills
11
Which of the following is an example of positive communication?
asking a patient to repeat your instructions
treating all patients the same
informing patients when you cannot spend any more time with them
interrupting a patient when he does not understand
12
Anything that distorts the message in any way or interferes with the communication process is called __________.
noise
timing
passive listening
rapport
13
Two aspects of being organized are __________.
integrity and growth
time management and prioritizing
communication and judgment
self-confidence and persistence
14
One of the effects of good time management is __________.
being overly busy
eliminating the stress of work overload
achieving less during the workday
increasing your personal stress
15
It is the responsibility of the __________ to set the stage for positive communication with a patient.
physician assistant
nurse
medical assistant
physician
16
Which of the following indicates that a medical assistant may be invading a patient's personal space?
The patient leans forward toward the medical assistant.
The patient looks directly at the medical assistant.
The patient turns his head away from the medical assistant.
The patient smiles and makes a pleasant comment.
17
What should a healthcare profess do when patients from cultures w/ different behaviors, traditions,& values thn his/hers
get someone from a similar culture to care for the patient
strive to understand and be tolerant of them
recognize that other cultures are inferior
teach the patient acceptable behaviors in your culture
18
You will experience ongoing assessment of your professional behaviors in all of the following environments
except
_____.
the hiring process
promotion consideration
your student work experience
your favorite hobby
19
Body language is an example of __________.
empathy
nonverbal communication
interpersonal skills
verbal communication
20
Which of the following is not a technique for maintaining professional boundaries with a patient?
Use only tasteful, appropriate humor.
Address the patient by his or her last name.
Avoid giving the patient money.
Agree to meet the patient outside the workplace.
21
Physic explains Cherise needs surgery, she says, "I'm okay with that." She is sittin w/her arms fld'd/avoidin eye contct
a patient who is looking forward to surgery
a patient who is being honest about her feelings
a patient who understands the instructions given
body language that indicates one's true feelings
22
What element is missing from the communication circle in the figure (picture: source, noise, message, feedback)?
body language
receiver
feedback
personal space
23
Body language includes facial expressions, eye contact, posture, attention to personal space, and __________.
sensitivity
touch
empathy
openness
24
Which of the following is
not
an example of a hard skill?
scheduling appointments
being honest
interviewing patients
taking vital signs
25
Continuing inspite of difficulties, being determined, and overcoming obstacles are characteristics of a person who is
knowledgeable
caring
persistent
honest
26
The first impression the medical assistant will make on patients, coworkers, and providers is their __________.
credentials
professional behavior
appearance
technical expertise
27
A professional who is firm and stands up for himself or herself while still showing respect for others is __________.
aggressive
friendly
genuine
assertive
28
Accepting others and not being biased for or against them is called __________.
openness
empathy
assertiveness
listening
29
As a medical assisting professional, your attitude __________.
can be different with coworkers than with patients
allows you to learn from criticism
should be true to your own feelings
does not matter as long as you are positive
30
The minimum proficiencies necessary to do a job are known as __________.
dependent skills
hard skills
competency skills
soft skills
31
Med assistant completes all work and documents all of the day's activities before leaving for the day is demonstrating
professionalism
self-confidence
knowledge
critical thinking
32
How much personal space do people typically use in a personal conversation?
10 to 12 ft.
1 to 4 ft.
8 to 10 ft.
5 to 7 ft.
33
Which of the following is a typical result of teamwork in a healthcare facility?
Job satisfaction is high.
No one needs to depend on anyone else.
Tasks take longer to complete.
Activities are difficult to coordinate.
34
Soft skills are difficult to observe and evaluate because they reflect a person's __________.
experience level
clinical techniques
technical skills
attitudes
35
Med assist who stands facing patient & holds her arms at her sides while she converses with the patient is demonstrating
aggressiveness
an anxious feeling
an open posture
passive listening
36
A person who is leaning back in his chair with his arms folded across his chest is displaying __________.
personal space
relaxation
boredom
closed posture
37
Knowing what you know and what you don't know is part of being __________.
persistent
judgmental
punctual
self-confident
38
Which of the following is
not
one of the stages that lead to burnout?
phoenix phenomenon
brownout phase
boredom phase
full-scale burnout phase
39
One way to improve your listening skills is to __________.
think before you respond
respond immediately when spoken to
display concern by eliminating personal space
practice passive listening
40
Interpersonal skills include which of the following?
warmth and friendliness
touch
aggressiveness
passive listening
41
The most effective way to assess whether you are communicating negatively is to __________.
ask for feedback
avoid looking at the patient
use good body language
realize that communication is a perception
42
An example of active listening is __________.
observing two children fighting
interviewing a patient
watching a television program
attending a live jazz performance
43
Your work ethic is the result of your __________.
technical skills
job title
professional behaviors
physical ability
44
How much personal space do people require in most social situations?
4 to 12 ft.
10 to 20 ft.
6 to 15 ft.
1 to 2 ft.
45
Which of the following is an example of a roadblock to therapeutic communication?
approval
active listening
being silent
empathy
46
What is the term for the ability to identify with and understand another person's feelings?
sympathy
experience
rationalization
empathy
47
Which of the following is an example of negative communication?
forgetting to say thank you
speaking slowly
speaking assertively
encouraging the patient to ask questions
48
Med assist workin w/ terminally ill patnt tries 2 understand how patient feels about his/her experince w/o going through
comprehension
sympathy
cultural awareness
empathy
49
Which of the following is
not
considered part of team dynamics?
being considerate of all team members' responsibilities
avoiding interpersonal conflict with other team members
assisting each other on a daily basis
taking credit for individual successes
50
Which of the following is an example of passive listening?
asking questions of the person who is speaking
listening to a news program on the radio
intervening in an interaction between two people
participating in an educational lecture
