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MOP
Medical office procedures
| Question | Answer |
|---|---|
| What type of communication do we learn as infants? | Nonverbal |
| What is the most common method of communication used in a medical office? | Nonverbal |
| Can ethnic heritage, geographic location and education be examples of cultural influences? | Yes |
| What type of of communication are facial expressions and hand gestures? | Nonverbal |
| If you asked a patient if they were experiencing pain, what type of ? is that | Closed ended |
| What is the highest level in Maslows's hieracrchy of needs? | Self-actualization |
| Should the MA be in close enough position to observe verbal and nonverbal cues from pt? | yes |
| Who developed the hierarchy of needs theory | Maslow |
| What are the 5 C's of communication | Complete, clear, concise, courteous, cohesive |
| Who encodes the message in the comm cycle? | The sender |
| What is clustering? | Grouping of nonverbal messages into statements |
| Would lack of respect help establish cross cultural communication and build trust w/ pt | NO |
| T/F Both verbal and nonverbal comm is taken into account when to accurately interpret msg betwe the sender adn receiver | T |
| T/F Giving pts technical info in a manner they do not understand is an ex of good commmunctn | F |
| T/F Role conflict is one of the 4 stages of burn out | F |
| What are the stages of burnout | Honeymoon, Reality, Sad state and Dissatisfaction |
| What type of people let events and other ppl dictate their behavior | Outer directed people |
| T/F A reassuring cliche is a roadblock to communication | T |
| What is encoding | Begins the communication cycle |
| What are expendable words used in answering a telephone call called | Bufer words |
| What type of ? allows for a response that permits the pt to elaborate | Open-ended |
| What is sublimation? | Channleing of socially unacceptable behavior into acceptable behavior |
| What is considered the lifeline of a drs office | Phone |
| What is perception? | Conscious awareness of ones own feelings and others |
| What is bias | Slant toward a particular belief |
| What is knowing how to encourage the best commun betw ma and pt | interview techniques |
| What serves as the foundation for all pt care | communicate |
| T/F Is role playing a characteristic associated with burnout in workplace | Defense mechanism |
| T/F Rejection is a defense mechanism | F |
| T/F Email is a form of nonverbal communication | F |
| What hierarchy of needs deals with the need for security and stability | 2nd level-Safety needs |
| Would believeing that certified MAs are qualified to work in an ambulatory hc setting be an ex of bias or prejudice | No |
| What takes place after the receiver has interpreted the message sent by the sender | feedback |
| Can a pt be successful w/ a txt protocol if their most basic needs were not met | No |
| Should verbal and nonverbal comm be congruent to achieve effective communication | Yes |
| Who proposed the General adaptation syndrome(GAS) | Hans Selye |
| What is the order of the GAS theory | Alarm, fight or flight, exhaustion, return to normal |
| Degenerative disease that exhaust the resources and emotions of pts and their families called | slow motion death |
| If a family mbr did not want to inform a pt of a terminal illness, would this likely be a cultural perspective | Yes |
| What is the main reason for discussing a pts needs with them | To = out the power |
| Who or what is the strongest influence in a pts life-threatening illness | Family and those closest to pt |
| T/F Headache is an early sign of stress | T |
| How quickly does burnout occur | gradually overtime |
| T/F Negative coping techniques can lead to burnout | T |
| Is being critical of pts and co workers an example of pos behavior | No |
| Stretching and changing positions would be a positive way to help deal with what | Stress |
| T/F Acting like you know everything is a pos choice in regards to our personal relationships | F |
| Someone showing no emotion after given bad news is what | Denial |
| Does all communication in the medical office sender, message, receiver, and feedback in the communication cycle | Yes |
Created by:
mcfly1727
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