:TYPE:MC:1:0:C
:TITLE:Question TF #1
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>The ability of health care workers to communicate effectively is as important as their technical skills.</div>
:LAYOUT:vertical
:ANSWER1:100:H
True
:REASON1:H
Correct.
:ANSWER2:0:H
False
:REASON2:H
Incorrect.
:FEEDBACK
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Lack of communication skills can also lead to fatal errors.</div>
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question TF #2
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Mastering a set of specific skills will ensure that the health care worker is able to communicate effectively.</div>
:LAYOUT:vertical
:ANSWER1:0:H
True
:REASON1:H
Incorrect.
:ANSWER2:100:H
False
:REASON2:H
Correct.
:FEEDBACK
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Mastering a set of specific skills will not ensure effective communication.</div>
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question TF #3
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Helping a patient who is having difficulty answering a question by suggesting an answer may lead to miscommunication.</div>
:LAYOUT:vertical
:ANSWER1:100:H
True
:REASON1:H
Correct.
:ANSWER2:0:H
False
:REASON2:H
Incorrect.
:FEEDBACK
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>This may result in the patient&#8217;s giving an inaccurate response.</div>
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question TF #4
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>It is never appropriate to use humor in health care communication encounters.</div>
:LAYOUT:vertical
:ANSWER1:0:H
True
:REASON1:H
Incorrect.
:ANSWER2:100:H
False
:REASON2:H
Correct.
:FEEDBACK
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Sensitive humor at the appropriate time can be an effective tool.</div>
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question TF #5
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Facial expressions are usually better indicators of a person&#8217;s true feelings than his or her spoken words.</div>
:LAYOUT:vertical
:ANSWER1:100:H
True
:REASON1:H
Correct.
:ANSWER2:0:H
False
:REASON2:H
Incorrect.
:FEEDBACK
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Body language is interpreted more potently than the spoken word.</div>
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question TF #6
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Gossip is okay if it is done in private and doesn&#8217;t hurt anyone's feelings.</div>
:LAYOUT:vertical
:ANSWER1:0:H
True
:REASON1:H
Incorrect.
:ANSWER2:100:H
False
:REASON2:H
Correct.
:FEEDBACK
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Gossip is never okay.</div>
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #1
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Communication is considered to be successful when&#058;</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>the sender speaks clearly</span>
:REASON1:T
Communication is successful when the message is correctly interpreted by the receiver.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>the receiver agrees with the message</span>
:REASON2:T
Communication is successful when the message is correctly interpreted by the receiver.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>the message has an important purpose</span>
:REASON3:T
Communication is successful when the message is correctly interpreted by the receiver.
:ANSWER4:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>the message is correctly interpreted by the receiver</span>
:REASON4:T
Correct.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #2
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Of the many oral communication skills needed by the health care worker, the MOST important for building effective patient relations is&#058;</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>using medical terminology correctly</span>
:REASON1:T
Using medical terminology is often confusing to a patient.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>planning messages in advance</span>
:REASON2:T
The most important activity for building effective patient relations is to listen actively.
:ANSWER3:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>listening actively</span>
:REASON3:T
Correct.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>using feedback appropriately</span>
:REASON4:T
The most important activity for building effective patient relations is to listen actively.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #3
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>A physical therapy assistant greets her patient, prepares and gives clear instructions about performing an exercise, and then leaves the room. Which appropriate communication step did she miss?</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Set a goal.</span>
:REASON1:T
She may have set an appropriate goal, but has not checked for understanding.
:ANSWER2:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Check for understanding.</span>
:REASON2:T
Correct.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Listen to the patient&#8217;s response.</span>
:REASON3:T
She has not checked for understanding.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Evaluate the encounter.</span>
:REASON4:T
She has not checked for understanding.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #4
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Which is the best question to ask when gathering information from a patient about the results of a medication?</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>How are you feeling today?</span>
:REASON1:T
This question will not get the needed information about the results of a medication.
:ANSWER2:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Can you describe how you feel after taking the medication?</span>
:REASON2:T
Correct.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Is the new medication working?</span>
:REASON3:T
The patient may not be able to make this evaluation.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Do you like the new medication?</span>
:REASON4:T
This does not give information needed to evaluate the results of the medication.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #5
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>The best way to respond to a patient who jokes about being an &#8220;old cripple&#8221; due to injuries suffered in a car accident is to&#058;</div>
:LAYOUT:vertical
:ANSWER1:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>listen carefully to determine whether there is a contradictory message</span>
:REASON1:T
Correct.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>laugh along with him</span>
:REASON2:T
Laughing may prevent the identification of a contradictory message.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>tell him he shouldn&#8217;t refer to himself that way</span>
:REASON3:T
Judging the patients statement will not create good communications.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>ignore the remark</span>
:REASON4:T
Ignoring the remark will prevent the identification of a contradictory message.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #6
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>When a medical receptionist greets a 5-year-old patient by asking his mother, &#8220;And how is little Jos&#233; today?&#8221; she is&#058;</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>being polite to the mother</span>
:REASON1:T
She is not showing respect for the child.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>likely to get detailed information about the child</span>
:REASON2:T
She is not showing respect for the child.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>behaving professionally</span>
:REASON3:T
Not addressing the child demonstrates unprofessional behavior.
:ANSWER4:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>not showing respect for the child</span>
:REASON4:T
Correct.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #7
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>It is appropriate for a dental assistant to address patients by their first names when they&#058;</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>are established patients</span>
:REASON1:T
Only when permission is given should a patient be called by their first name.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>are not elderly</span>
:REASON2:T
Only when permission is given should a patient be called by their first name.
:ANSWER3:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>have given their permission</span>
:REASON3:T
Correct.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>call the dental assistant by her first name</span>
:REASON4:T
Only when permission is given should a patient be called by their first name.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #8
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>What is the appropriate action for a nurse whose patient&#8217;s older brother informs her that he is acting on behalf of the patient and wants information about treatments she has received?</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Give him the information because he is an immediate family member.</span>
:REASON1:T
Consent must be given by the patient for anyone else to given medical information.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Give him the information if he is paying for the treatment.</span>
:REASON2:T
Consent must be given by the patient for anyone else to given medical information.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Inform him that he has no right to this information.</span>
:REASON3:T
Consent must be given by the patient for anyone else to given medical information.
:ANSWER4:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Check whether the patient has consented to his having the information.</span>
:REASON4:T
Correct.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #9
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Which message is most likely communicated by a phlebotomist who tells a patient, &#8220;I'd really like to hear more about that&#8221; while looking anxiously at his watch?</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>I really am interested.</span>
:REASON1:T
Looking anxiously at his watch communicates that he needs to be somewhere else right now.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>I have lots of time now to listen.</span>
:REASON2:T
Looking anxiously at his watch communicates that he needs to be somewhere else right now.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Let&#8217;s talk about this later.</span>
:REASON3:T
Looking anxiously at his watch communicates that he needs to be somewhere else right now.
:ANSWER4:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>I need to be someplace else right now.</span>
:REASON4:T
Correct
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #10
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>What is the BEST course of action when performing a procedure on a patient whose condition causes a strong, unpleasant odor?</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Do the procedure as quickly as possible.</span>
:REASON1:T
Rushing through a procedure may jeopardize the patient.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Be honest about the unpleasantness of the odor.</span>
:REASON2:T
The patient is aware of the odor and does not need it to be stated.
:ANSWER3:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Be sure your facial expression communicates caring and reassurance.</span>
:REASON3:T
Correct.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Keep your facial expression neutral.</span>
:REASON4:T
Neutral facial expressions do not communicate caring and reassurance.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #11
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Which action is most likely to increase the effectiveness of communication when a patient is having difficulty understanding the health care worker&#8217;s instructions?</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>speaking very loudly</span>
:REASON1:T
Pantomime can be used effectively to increase the effectiveness of communication.
:ANSWER2:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>using pantomime</span>
:REASON2:T
Correct.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>writing the message for the patient to read later</span>
:REASON3:T
Pantomime can be used effectively to increase the effectiveness of communication.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>repeating the message many times</span>
:REASON4:T
Pantomime can be used effectively to increase the effectiveness of communication.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #12
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>If a patient seems uncomfortable with being touched on the arm in a caring manner, it is best to&#058;</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>assume the patient does not like you</span>
:REASON1:T
Do not assume, always clarify.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>avoid being alone with this patient</span>
:REASON2:T
There is no reason to avoid being alone with the patient.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>limit communication to only what is necessary</span>
:REASON3:T
There is no reason to limit communications.
:ANSWER4:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>ask the patient if he would prefer not to be touched</span>
:REASON4:T
Correct.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #13
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Which statement best describes someone who is a good active listener?</div>
:LAYOUT:vertical
:ANSWER1:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>concentrates on what is being said</span>
:REASON1:T
Correct.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>nods in agreement with the speaker</span>
:REASON2:T
Nodding does not necessarily lead to active listening.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>looks at the speaker</span>
:REASON3:T
Looking at the speaker does not necessarily lead to active listening.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>understands the language of the speaker</span>
:REASON4:T
Understanding the language is basic to communication, but does not necessarily lead to active listening.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #14
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>What is the best strategy to follow while a patient is speaking in favor of something about which you strongly disagree?</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Think about the reasons she is wrong.</span>
:REASON1:T
Thinking about the reasons she is wrong will prevent active listening and observing.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Excuse yourself politely and leave.</span>
:REASON2:T
It is important to listen and observe even when you disagree.
:ANSWER3:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Listen and observe very carefully.</span>
:REASON3:T
Correct.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Ignore what she is saying.</span>
:REASON4:T
Ignoring what is said will prevent good communications.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #15
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>A respiratory therapist who tries to imagine the fear a patient experiences when he has difficulty catching his breath is practicing&#058;</div>
:LAYOUT:vertical
:ANSWER1:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>empathy</span>
:REASON1:T
Correct.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>sympathy</span>
:REASON2:T
Sympathy is feeling pity.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>feedback</span>
:REASON3:T
Feedback is a method for the receiver to check his or her understanding of what the sender has said.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>reflection</span>
:REASON4:T
Reflecting is prompting the receiver to either complete or add more detail to the original message.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #16
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>A dental hygienist who says to a patient, &#8220;I hear you saying that you don&#8217;t like to floss because it makes your gums bleed,&#8221; is using a technique known as&#058;</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>probing</span>
:REASON1:T
Probing means requesting additional information or clarification.
:ANSWER2:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>paraphrasing</span>
:REASON2:T
Correct.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>active listening</span>
:REASON3:T
Active listening is not a questioning technique.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>evaluating</span>
:REASON4:T
Evaluating is determining if a goal was met.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #17
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>The MOST important reason for health care workers to develop excellent telephone skills is to&#058;</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>increase their chances for promotion</span>
:REASON1:T
Excellent telephone skills present a positive image for the facility.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>work more efficiently</span>
:REASON2:T
Excellent telephone skills present a positive image for the facility.
:ANSWER3:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>develop a positive reputation for the facility</span>
:REASON3:T
Correct.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>impress the public with their professionalism</span>
:REASON4:T
Excellent telephone skills present a positive image for the facility.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #18
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>An appropriate goal of patient education is to&#058;</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>reassure patients about the level of care they are receiving</span>
:REASON1:T
An appropriate goal of patient education is to encourage patients to make positive changes.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>impress patients with the health care worker&#8217;s knowledge</span>
:REASON2:T
An appropriate goal of patient education is to encourage patients to make positive changes.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>present many facts</span>
:REASON3:T
An appropriate goal of patient education is to encourage patients to make positive changes.
:ANSWER4:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>encourage patients to make positive changes</span>
:REASON4:T
Correct.
:CAT:Mitchell_Examviewch16

:TYPE:MC:1:0:C
:TITLE:Question MC #19
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>What would be the first step when planning instruction about postoperative home care for a patient&#8217;s husband?</div>
:LAYOUT:vertical
:ANSWER1:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Determine the goal of the instruction.</span>
:REASON1:T
Correct.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Collect appropriate visual aids.</span>
:REASON2:T
Determining the goal is the first step.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Assess how motivated the husband is to learn.</span>
:REASON3:T
Determining the goal is the first step.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Prepare a list of instructions to be discussed.</span>
:REASON4:T
Determining the goal is the first step.
:CAT:Mitchell_Examviewch16

:TYPE:M:long:long:E:1
:TITLE:Question MA #1-4
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'><i>Match each type of question with the correct definition below.</i></div>
:L1
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Requires a longer response than &#8220;yes&#8221; or &#8221;no&#8221;</span>
:R1
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Open-ended</span>
:L2
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Includes at least part of the answer</span>
:R2
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Leading</span>
:L3
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Requests additional information</span>
:R3
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Probing</span>
:L4
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Can be answered with a single word or &#8220;yes&#8221; or &#8220;no&#8221;</span>
:R4
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Closed-ended</span>
:CAT:Mitchell_Examviewch16

:TYPE:S
:TITLE:Question CO #1
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Good communication skills are required to provide effective patient ____________________ that informs patients about promoting their own wellness.</div>
:ANSWERS:1
:CASE:0
:ANSWER1:education:100:0:60:0
:ANSWER2:instruction:100:0:60:0
:CAT:Mitchell_Examviewch16

:TYPE:S
:TITLE:Question CO #2
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>The health care worker who spends time listening to patients can help relieve the ____________________ and ____________________ that many people experience when they must stay in a health care facility.</div>
:ANSWERS:1
:CASE:0
:ANSWER1:loneliness depression:100:0:60:0
:ANSWER2:depression; sadness:100:0:60:0
:ANSWER3:sadness; worry:100:0:60:0
:ANSWER4:worry; anxiety:100:0:60:0
:ANSWER5:anxiety; feelings of loss:100:0:60:0
:ANSWER6:feelings of loss; loneliness:100:0:60:0
:ANSWER7:(Answer can include any combination.):100:0:60:0
:CAT:Mitchell_Examviewch16

:TYPE:S
:TITLE:Question CO #3
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>The principal purpose of communication in health care is to meet the ____________________ of patients.</div>
:ANSWERS:1
:CASE:0
:ANSWER1:needs:100:0:60:0
:CAT:Mitchell_Examviewch16

:TYPE:S
:TITLE:Question CO #4
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>If a health care worker touches a patient in a way that the patient believes is inappropriate, this can lead to serious ____________________ problems.</div>
:ANSWERS:1
:CASE:0
:ANSWER1:legal:100:0:60:0
:CAT:Mitchell_Examviewch16

:TYPE:S
:TITLE:Question CO #5
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>More than simply hearing words, active listening requires _________________________ and _________________________.</div>
:ANSWERS:1
:CASE:0
:ANSWER1:concentration; attention,:100:0:60:0
:ANSWER2:concentration; observation:100:0:60:0
:CAT:Mitchell_Examviewch16

:TYPE:S
:TITLE:Question CO #6
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>If you are unsure if what you say is being interpreted by the receiver as you intend, you should obtain ____________________ to check understanding.</div>
:ANSWERS:1
:CASE:0
:ANSWER1:feedback:100:0:60:0
:CAT:Mitchell_Examviewch16

:TYPE:P
:TITLE:Question SA #1
:QUESTION:H:60:5
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Give three examples of ways that the health care worker can establish trust with a patient.</div>
:ANSWER:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Establish eye contact, explain necessity of procedures, explain what you are going to do, follow through on anything you say you will do</div>
:CAT:Mitchell_Examviewch16

:TYPE:P
:TITLE:Question SA #2
:QUESTION:H:60:5
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>List three environmental factors that can affect the effectiveness of communication between the patient and health care worker.</div>
:ANSWER:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Barriers such as furniture, light sources, noise level, privacy, activity in the area, patient comfort</div>
:CAT:Mitchell_Examviewch16

:TYPE:P
:TITLE:Question SA #3
:QUESTION:H:60:5
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Give four examples of barriers that can block communication efforts.</div>
:ANSWER:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Language differences, cultural influences or differences, defense mechanisms, physical or environmental distractions, sensory impairments, medication effects, pain</div>
:CAT:Mitchell_Examviewch16

:TYPE:P
:TITLE:Question SA #4
:QUESTION:H:60:5
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Provide three strategies each for effectively working with patients who have the following special needs (twelve strategies in all)&#058;<br>a. Disoriented due to medication<br>b. Hearing impaired<br>c. Visually impaired<br>d. Angry</div>
:ANSWER:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>a. Identify yourself, say patient&#8217;s name, maintain eye contact, speak slowly, speak clearly, use simple language, keep messages short, give the patient adequate time to respond, use touch if this is okay with the patient, when possible communicate when the patient is in the least amount of pain, repeat the message as needed, check for understanding, give information in writing for review later<br>b. Position yourself close to patient, position yourself face to face, reduce the noise level, have the light source on your face, make sure your mouth is visible to patient, speak clearly, do not shout, maintain a low to moderate pitch, use short sentences, watch for comprehension, do not change the subject without warning<br>c. Announce your presence, identify yourself, describe equipment, describe the positions of equipment, explain noises, explain procedures and what will be done, give clear and complete directions, tell the patient when you are leaving the area, tell patient about physical barriers he or she may encounter, give extra verbal information for that usually communicated through body language<br>d. Do not express anger, do not argue, stay calm, be courteous, listen attentively, offer an apology if appropriate, do not raise your voice, look at the patient, express concern and interest, answer questions, resolve the problem or take it to someone who can, ask for help if necessary</div>
:CAT:Mitchell_Examviewch16

:TYPE:P
:TITLE:Question ES #1
:QUESTION:H:60:5
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Discuss the statement&#058; &#8220;Patients&#8217; satisfaction is determined, to a great extent, by the quality of their communication with health care staff.&#8221; Include in your answer the underlying attitudes that influence good communication, the steps in the communication process, and suggestions for improving communication skills.</div>
:ANSWER:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>(<i>Answers should include Philosophy of Individual Worth and/or discuss the importance of respecting and caring about patients. Answers should include the steps discussed in the chapter, with a brief explanation of each. Suggestions can include the following&#058; learn to ask good questions, listen actively, use feedback, be aware of nonverbal communication, and so on, as presented in the chapter.</i>)</div>
:CAT:Mitchell_Examviewch16

