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MOP

Medical office procedures

QuestionAnswer
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