Communications 2
Terms
undefined, object
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- What is defined as the exchange of information by sending and receiving messages, which results in understanding between the sender and the receiver?
- communication
- What are the five elements of communication? (any order)
- sender, message, channel of transmission, receiver, and response.
- What is defined as a specialized or technical language of a trade, a profession, or a group of people?
- jargon
- What is defined as a nonstandard vocabulary used and understood by a small group of people?
- slang
- What are words called that sound alike yet may have a different meaning to the receiver than was intended by the sender?
- homonyms
- What is defined as an intentional effort to hear a message and understand its meaning?
- active listening
- What is defined as weakness or paralysis of muscles of the lips, tongue, and throat due to brain damage from a stroke or accident?
- dysarthria
- What is a language disorder, due to brain damage, in which the client has difficulty saying what he/she is thinking and wants to say?
- expressive aphasia
-
What is a language disorder, due to brain damage, in which the client cannot understand what
is being said to him/her either through written or spoken word and gestures? - receptive aphasia
- What is defined as a passive awareness of sound?
- hearing
- How should you answer the telephone at work?
-
identify the department (any order)
identify yourself by first and last name
state your title - Listening, speaking, writing, collaboration, problem solving, and decision-making are essential to what?
- effective communication
- As a new employee you may be assigned to learn from a wise and trusted counselor, teacher, tutor, coach or advisor. What is this person called?
- mentor
- Active listening focuses on what ability?
- concentration
- What is defined as an appraisal of the whole person to establish a baseline and determine the client's potential and his need for help?
- assessment
- What is the desired end results, or what one hopes to accomplish, either short or long term, called?
- goals
- What is defined as practice of noting and recording facts and events by the health care worker utilizing his or her senses?
- observation
- How should you sign your name on the medical record?
- The first initial, last name and title
- To correct an error in documentation the health care worker should do what?
-
Draw a single line through the error
Print the word error, and sign your initials - What is the correct way to write the international time for 12 midnight?
- 2400
- What is the correct way to write the international time for 12:30 A.M.?
- 0030
- What is the correct way to write the international time for 7:00 P.M.?
- 1900
- Legal documentation of observations, directions given for care, and recordings of actual care given to the patient are contained in the patient's:
- medical record
- What is the name of the part of a computer that is used to type information onto the display screen?
- keyboard
- What are the lists of information or files that can be opened, created, or edited on a computer disk referred to as?
- menus
- What are the pictures on the display screen that represent different functions referred to as?
- icons
- What is a card file with a summary of information found in the client's chart called?
- kardex
- Messages sent without the use of language or words is called?
- nonverbal communication
- Messages sent using spoken words is called?
- Verbal communication
- The term for the reply which shows that a message was received is called?
- feedback
- A frown on a clients face is what type of communication?
- nonverbal
- When answering the phone at a place of business, you should answer the phone by which ring?
- the second
- What information should you note when taking a telephone message? (any order)
- name of caller, phone number, date, time, and message
- When screening phone calls for your boss, what would be a good question to ask after you know who is calling?
- May I ask what this is regarding?
- Changing the subject, frequent interruptions, or seeming to be too busy affects communication by:
- creating barriers
- What term denotes the "pitch" of the voice?
- inflection
- The ability to identify with and understand another person's feelings, situation, and motives is called:
- empathy
- Having the ability to say or do the kindest or most fitting thing in a difficult situation is:
- tact
- What communication career tests for speech, language and voice disorders and provides a treatment program to restore or develop the patient's speech communication skills?
- speech therapist
- Receiving information necessary to give informed consent prior to the start of any procedure or treatment is guaranteed under what policy?
- patient's rights
- The sender of information must deliver a message in a clear and concise manner for good communication. Name two skills that are essential for this to take place:
- pronunciation and grammar
- Name three types of disabled individuals who might experience difficulty receiving messages and communicating information accurately.
- (any order) hearing impaired, visually impaired, language barriers
- Name three methods to assist individuals who have difficulty receiving information because of a hearing or visual impairment or language barrier.
- (any order) repeat the message, change the form the message is transmitted, utilize an interpreter
- If a patient does not understand the information being given, what should the health care worker do?
- ask questions and repeat the information in different terms
-
The following dialogue is an example of what therapeutic communication technique?
The patient states: "I'm not worried about my diagnosis"
The Health Care Worker responds: "You are not at all worried about your diagnosis?" - reflection
- The ability to understand the basics of how the computer works and the applications used in a field or profession is called what?
- computer literacy
- What is an electronic system that can rapidly communicate in graphics, numbers, words, and sound?
- a computer
- Machines that can scan a document and read the printed text are called:
- optical scanners
- Programs in a computer that are not permanent because data can be stored, changed, and/or retrieved are called RAM. What does RAM stand for?
- random access memory
- A MRI is a computerized body-scanning device. What does MRI stand for?
- magnetic resonance imaging
- What new communication tool combines the advantage of video with the advantages of computer-assisted instruction to provide a learning medium?
- interactive video
- Name three important components of a trusting relationship. (any order)
- confidence, dependability, and confidentiality
- What is another term for questions that lead the patient to explore his or her thoughts or feelings?
- open-ended questions
- A therapeutic communication technique which encourages the speaker to continue talking about a subject is called:
- a general lead
- What is the science of speech and pronunciation?
- phonetics
- When answering the phone at work, who do you represent?
- the facility
- When communication is taking place, what helps to make meanings clear and avoids misunderstandings?
- clarifying
- What is the small device that sits on a desktop and controls the cursor and creates graphics?
- mouse
- The computer components include the keyboard, central processing unit, disk drive and monitor with display screen. These are called what?
- Hardware
- What type of questions make a person defensive?
- questions that begin with why
- What is a universal language that does not depend on words to understand the message?
- music
- What influences the way people view themselves and other people, and affects the way they interact with others?
- cultural and ethnic background
- If you are open to someone whose beliefs are not the same as yours, you are considered to be what?
- non-judgmental
- What chart document offers a visual view of a patient's vital signs over a number of days?
- graphic sheet
- What component of a computer processes the input and performs the operations of the computer by following instructions in the software?
- central processing unit
- How is confidentiality of patient information on a computer strictly enforced?
- by the use of passwords
- What method does the hospital computer system use to control inventories and patient charges for hospital supplies?
- bar coding
- What age group does not always communicate with words, and therefore necessitates that you pay attention and respond to their body language?
- children
- Preconceived ideas and negative opinions that might affect a person's relationship with others is known as:
- prejudices
- The one element that influences your relationship with others, how you act toward others, how they act toward you, and affects your communication is called:
- attitude
- During a business phone conversation, to insure that the caller has completed the information, who should end the call?
- allow the caller to hang up first
- What do most health care facilities have in place to allow employees to rectify real or perceived problems?
- a grievance procedure
- What term refers to the total of all the ideas, beliefs, values, attitudes, and objects that a group of people possess and their customs?
- culture
- What term is used to illustrate the existence of distinct differences in customs and beliefs between groups in a society?
- cultural diversity
- An attitude by some that their cultural ways of doing things are superior to other groups is called:
- ethnocentrism
- What action is being practiced when rights and privileges are withheld from those of another cultural group?
- discrimination
- Having a fixed notion that everyone in a particular group is exactly the same is known as what?
- stereotyping
- What term implies trite or pat answers which tend to minimize the significance of the patient's feelings?
- reassuring clichés
- Senses affect communication. What does the term "sensory" apply to?
- sight, hearing, touch, taste, and smell. (any order)
- Name three actions to be taken by the health care provider to allow for better communication with the hearing-impaired.
-
speak slowly and clearly (any order)face the patient
reduce background noise - If you phrase a question so that the patient will answer "yes" or "no" it tends to do what to communication?
- end communication
- The movement of a body part to give emphasis to what is being said is called what?
- a gesture
- What type of communication uses hand and mouth/lip gestures to exchange words and meanings to people who cannot hear?
- sign language
- If a patient cannot understand the spoken language, they have a right to what?
- an interpreter
- What medium helps persons who are blind communicate through the use of touch?
- Braille
- To maintain patient privacy when faxing a medical record the health care worker should do what?
- have the patient sign a release of information form and complete a cover letter (any order)
- When a team suggests options for a solution to a problem without regard to practicality, they are practicing what?
- brainstorming
- If you have a problem with a co-worker what are the first two steps you should take?
- Go to that person and discuss matter. If not satisfied go to your immediate supervisor. (answer must be exact)
- In the TQM process, a communication tool for teams initiated by the Quality Council identifies guidelines, structure and available resources is called:
- team charter
- In the TQM process, who provides team members the required time to perform team responsibilities, information and resources?
- management team
- In the TQM process, who oversees the implementation of the Quality Master plan, allocation of resources, and quality improvement progress?
- quality council
- Name three tools typically used by TQM teams.
- (any order) flow charts, fishbone diagrams, storyboards
- A group of people joined in a cooperative activity are called a what?
- team
- Understanding that different departments have different goals, what would be the most important tool needed to achieve team unity?
- communication
- A common reason for a person to lose a job is because of what?
- failure to be a team player
- What is breaking down old corporate barriers and allowing information to be shared instantly across departments, thus improving teamwork?
- computers
- Having integrity and a keen sense of right and wrong or adherence to principles considered right is an important aspect for every team member. This is called what?
- honor
- You need to develop special skills to cope with differing opinions and ideas when you are part of a team. A positive process of reaching a mutual agreement is called what?
- negotiation
- To help a disadvantaged student be part of a team, other team members might do what?
- volunteer to be a peer tutor
- When working with a visually impaired team member what should you do when initiating a verbal message to make him or her realize you are addressing him or her?
- call the person by name
- A person who guides the team is called the team:
- leader
- A team member who constantly annoys and disturbs other team members is said to be:
- harassing
- Cultural diversity refers to the blending of many people from different cultures who are involved in a like activity or setting. Name four differences that might be exhibited.
-
gender, race, age, religion, ethnicity, dress, politics, diet
(any four of the eight, in any order is acceptable) - A process that emphasizes continuous improvement with regards to quality production and customer satisfaction is called what?
- total quality management
- Every team member has distinguishing features or qualities. These are called:
- traits
- A team member who relates well to others, responds appropriately as the situation requires, and takes an interest in what others say and do is said to be:
- social
- The impression a person makes on others is called:
- image
- Having a professional standing, techniques, attributes or ethics as an individual or in a team is said to show one's:
- professionalism