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CLS 119 Exam 2 Flashcards | StudBud
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CLS 119 Exam 2
CLS 119 Exam 2
18 terms
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Test your knowledge on effective communication skills and barriers
Flashcards
18 cards
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Practice quiz
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Questions
18
Answers
1
True or false: Phlebotomist should give results directly.
False
True
2
True or false: Eye contact is verbal communication.
True
False
3
Eye contact is a form of?
Nonverbal communication
Verbal communication
Long-distance communication
Direct communication
4
Which law prohibits the knowing and willful payment or offer in return for services?
CLIA
Antikickback law
None
Stark law
5
What's not part of patient satisfaction?
Phlebotomist's home issues
Cleanliness
Professional look
Phlebotomist's skill
6
Which is a communication barrier?
All of the above
Unconscious
Can't speak English
Hearing impairment
7
Common understanding is based on what three frames of reference?
Language, nationality, experience
Education, seniority, nationality
Background, education, experience
None of the above
8
What should a phlebotomist do with extra physician requests?
Show results only
Call ordering physician
Give results directly
Ignore request
9
What must a phlebotomist do to achieve quality customer service?
Minimize talking
Take action to satisfy the customer
Know insurance details
Know patient's name
10
True or false: Unconscious patients hinder communication.
False
True
11
True or false: Background affects understanding.
False
True
12
What does OIG stand for?
Office of Independent Guidance
Office of Inspector General
Office of International Government
None of the above
13
True or false: It's OK to show displeasure to patients.
False
True
14
Who smooths over conflicts?
None
The collaborator
The accommodator
The controller
15
True or false: Looking at your watch is polite.
True
False
16
Listening vs. speaking rate in words per minute?
200-400; 50-100
500-600; 100-200
500-600; 400-500
1000-1500; 500-750
17
Which is a true statement?
Show displeasure openly
Watch-checking is fine
OK to curse back
Use verbal and nonverbal
18
Posture, gestures, eye contact and facial expressions are known as? They all accompany verbal communication
Kinesics
Objective
Cogitative
Calisthenics
