Communications 2

Start Studying!

Terms

undefined, object

copy deck

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

Start Studying!

Deck Info

Number of cards 108