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Med160
Test # 2
| Question | Answer |
|---|---|
| Which of the following involves careful listening, observing, speaking, and writing? | communication skills |
| A personal qualification of being an effective and productive medical assistant is to ________blank. | show respect to patients |
| Which of the following includes quickly evaluating circumstances, solving problems, and taking action? | critical thinking |
| When a patient with the flu describes how he/she has been unable to sleep, the empathic medical assistant responds with | "I know how the flu can disrupt sleep." |
| The need for ________blank occurs when a provider’s schedule changes to include evening and weekend hours in order to service more patients. | flexibility |
| What is the term for the ability to identify with and understand another person's feelings? | empathy |
| When a patient has a stroke in the provider’s reception area, it is essential for the medical assistant to first ________blank. | remain calm |
| A medical assistant who completes all work and documents all of the day's activities before leaving for the day is demonstrating ________blank. | professionalism |
| An example of a behavior that reflects integrity in a medical assistant is ________blank. | being honest |
| Which of the following personal qualifications is necessary for the overall efficiency of the medical facility? | willingness to work as a team member |
| You reassure Mr. Ringsmuth that he will see the provider shortly and will have adequate time for his appointment. Which professional behavior are you exhibiting? | communication |
| When organizing tasks on a very busy day, the medical assistant is displaying which professional behavior? | prioritizing |
| He notices that the two medical assistants in the reception area are swamped with work, so he offers to lend a hand. Zeke is exhibiting the professional behavior of ________blank. | teamwork |
| Which of the following are key strategies for ensuring your success as a medical assistant? | critical thinking, time management, and stress management |
| Which of the following is an example of a soft skill? | being dependable |
| Which of the following is not an example of a hard skill? | being honest |
| Kaleb does not know the answer, so he asks her to wait while he finds out the answer. She tells him not to bother, but he insists on finding the answer for her. Kaleb's behavior shows ________blank. | a good work ethic |
| The minimum proficiencies necessary to do a job are known as ________blank. | hard skills |
| Showing up for work on time every day is an example of what type of skill? | soft skill |
| The first step in the problem-solving process is to __________blank. | identify the problem and define it clearly |
| Which of the following is not one of the stages that lead to burnout? | boredom phase |
| Which of the following statements describes someone who is experiencing the awakening phase in the stages that lead to burnout? | you realize that your initial expectations were unrealistic |
| Which of the following actions is most likely to help a person reduce stress? | Identify sources of conflict and try to resolve them |
| Soft skills are difficult to observe and evaluate because they reflect a person's ________blank. | attitudes |
| Your work ethic is the result of your ________blank. | professional behaviors |
| Knowing what you know and what you don't know is part of being ________blank. | self-confident |
| Continuing in spite of difficulties, being determined, and overcoming obstacles are characteristics of a person who is ________blank. | persistent |
| Which of the following statements describes knowledge? | Understanding the "why" of what you are doing |
| Two aspects of being organized are ________blank. | time management and prioritizing |
| Which of the following is a typical result of teamwork in a healthcare facility? | Job satisfaction is high |
| Hailey thanks Lynda for the suggestion and says she will remember it in future conversations with patients. What professional characteristic is Hailey displaying? | acceptance of criticism |
| Which of the following is not a technique for maintaining professional boundaries with a patient? | Agree to meet the patient outside the workplace |
| Brent is becoming a little annoyed, but he smiles and carries out the interview as best he can. He treats both the woman and her husband with great respect. Which professional behavior is Brent displaying? | respecting cultural diversity |
| A closer look reveals half-healed bruises on both arms. You leave the room and report to the licensed practitioner that you suspect that the child is being abused. In doing this, what professional behavior is being displayed? | patient advocacy |
| The first impression the medical assistant will make on patients, coworkers, and providers is their ________blank. | appearance |
| One day you notice a coworker giving Dorothy a little handmade ragdoll. Which professional behavior does your coworker need to improve? | professional boundaries |
| What phase of burnout is an individual in when early enthusiasm and energy give way to chronic fatigue and irritability? | brownout phase |
| What element is missing from the communication circle in the figure? | receiver |
| In the communication circle, what is the response to the message by the receiver called? | feedback |
| Interpersonal skills include which of the following? | warmth and friendliness |
| Body language is an example of ________blank. | nonverbal communication |
| Anything that distorts the message in any way or interferes with the communication process is called ________blank. | noise |
| It is the responsibility of the ________blank to set the stage for positive communication with a patient. | medical assistant |
| In which of the following examples does the medical assistant demonstrate positive communication? | "This paperwork won't take long at all." |
| The most effective way to assess whether you are communicating negatively is to ________blank. | ask for feedback |
| Which of the following is an example of positive communication? | asking a patient to repeat your instructions |
| Which of the following is an example of a roadblock to therapeutic communication? | approval |
| Body language includes facial expressions, eye contact, posture, attention to personal space, and ________blank. | touch |
| When interacting with patients of other cultures or ethnic groups, ________blank. | never make value judgments |
| Which of the following is an example of negative communication? | forgetting to say thank you |
| During the communication process, posture can usually be described as either ________blank. | open or closed |
| A person who is leaning back in his chair with his arms folded across his chest is displaying ________blank. | closed posture |
| A medical assistant who stands facing the patient and holds her arms at her sides while she converses with the patient is demonstrating ________blank. | an open posture |
| A medical assistant who does not intrude on a patient's personal space is __________blank. | showing respect for the patient's feelings |
| How much personal space do people require in most social situations? | 4 to 12 ft |
| How much personal space do people typically use in a personal conversation? | 1 to 4 ft |
| Which of the following is an example of passive listening? | listening to a news program on the radio |
| One way to improve your listening skills is to ________blank. | think before you respond |
| An example of active listening is ________blank. | interviewing a patient |
| A medical assistant shows ________blank when she acknowledges a patient's wishes without passing judgment. | respect |
| A professional who is firm and stands up for himself or herself while still showing respect for others is ________blank. | assertive |
| The “white-coat syndrome” usually leads to which patient reaction? | anxious |
| Signs of anxiety include ________blank. | increased blood pressure and sweaty palms |
| The medical assistant's goal for working with angry patients is to ________blank. | help them refocus emotional energy toward solving the problem |
| Which is the following is the best policy when communicating with your direct supervisor? | keep your supervisor informed |
| The most appropriate way to deal with a family member who accompanies a patient to an appointment is to ________blank. | ask the patient if the family member should accompany him or her to the examination room |
| When communicating with a patient who cannot speak or understand English, ________blank. | use a professional interpreter |
| When one patient expresses pain very emotionally, and another patient refuses to admit she has any pain but is grimacing, this may illustrate ________blank. | different cultural beliefs |
| The best way to deal with a coworker you are having trouble getting along with is to ________blank. | try to work it out with the coworker |
| Which of the following behaviors helps prevent conflict and improve communication among coworkers? | avoid participating in gossip |
| The best way to deal with a coworker who is having a bad day is to ________blank. | offer to pitch in and help |
| "Women are bad at math" and "Men don't know how to communicate" are examples of ________blank. | passing judgment and stereotyping |
| Which of the following are good tips for reducing noise caused by stress? | taking a walk to stretch your legs and get some fresh air |
| Individuals who have a fulfilling career and a balanced personal life have usually reached which level of Maslow’s hierarchy? | self-actualization |
| Which of the needs represented on Maslow’s hierarchy of needs chart could cause a person to become ill if these needs are not satisfied? | physiological needs |
| One day in the break room, Nichole says to Caroline, "I don't know how Dr. Noya keeps his job. Do you know what he did yesterday?" Which of the following would be Caroline's best response? | "No. By the way, did you see that PBS special last night on healthcare?" |
| Positive communication can help develop a harmonious, positive relationship with coworkers. This relationship is also known as ________blank. | rapport |
| What well-known behaviorist developed the hierarchy of needs model? | Maslow |
Created by:
Felicia26