TEST 1 - UNIT E.1 - EF - COMMUNICATION

Question 1

Communication INCLUDES

Answer 1

includes both verbal and nonverbal cues.

Question 2

Communication is not a linear process, but an

Answer 2

ongoing cycle that includes both verbal and nonverbal cues.

Question 3

There are multiple communication models, but each has, at minimum

Answer 3

a sender, a receiver, and a message.

Question 4

The four major models of communication discussed in this lesson are the

Answer 4

Shannon-Weaver Communication Model; the Schramm Communication Model, also known as Osgood-Schramm Communication Model; Newcomb’s ABX Communication Model; and Berlo’s S-M-C-R model.

Question 5

Feedback allows the sender and receiver to

Answer 5

know the message was properly understood.

Question 6

There are five forms of communication:

Answer 6

verbal, nonverbal, auditory, emotional, and energetic.

Question 7

There are four modes of communication:

Answer 7

verbal, nonverbal, electronic, and written.

Question 8

There are four types of communication:

Answer 8

passive, aggressive, assertive, and passive aggressive.

Question 9

Multiple factors can be barriers to effective communication, such as

Answer 9

cognitive deficits, physical disabilities, and environmental factors.

Question 10

There are four phases to the nurse-client relationship:

Answer 10

orientation, identification, exploitation, and resolution.

Question 11

Nontherapeutic barriers include

Answer 11

not listening to the client, dismissing what the client is saying, attempting to reassure or give advice, and challenging the client or disagreeing with what is being said.

Question 12

· ABX model

Answer 12

o Also known as the Newcomb’s model of communication, made up of a sender, receiver and message.

Question 13

· affirmations

Answer 13

o Positive comments that help build the receiver’s confidence.

Question 14

· aggressive

Answer 14

o Hostile or forceful style of communication.

Question 15

· assertive

Answer 15

o Communication style that displays confidence or self-assurance.

Question 16

· auditory communication

Answer 16

o What message the receiver hears.

Question 17

· autism spectrum disorder (ASD)

Answer 17

o A developmental disorder that can cause barriers in social interaction and communication.

Question 18

· channel

Answer 18

o The method or medium used to deliver a message.

Question 19

· communication

Answer 19

o The process of sending and receiving information. Dynamic interactions between people and their environment using a process that involves celebration (thinking), cognition, hearing, speech production, and motor coordination.

Question 20

· dementia

Answer 20

o A cognitive disorder that can impair communication ability due to language and memory changes.

Question 21

· Down syndrome

Answer 21

o A developmental disorder that can cause physical, cognitive and communication deficits.

Question 22

· emotional communication

Answer 22

o A form of communication that expresses feelings and emotions.

Question 23

· empathy

Answer 23

o Ability to understand the feelings of another.

Question 24

· energetic communication

Answer 24

o The speaker’s presence or vibration that is expressed when communicating.

Question 25

· feedback

Answer 25

o Response to a message, either positive or negative.

Question 26

· Health Insurance Portability and Accountability Act (HIPAA)

Answer 26

o The Health Insurance Portability and Accountability Act, also known as the Privacy Act, legislation is to protect insurance coverage and private information of clients. Its purpose is to protect client privacy and personal health information from security breaches, particularly electronic data. It was established by the federal government with the goal of making health care more efficient. Established in 1996 to reduce fraud and deter inappropriate use of client health care information.

Question 27

· message

Answer 27

o What is being communicated between the sender and receiver.

Question 28

· motivational interviewing (MI)

Answer 28

o Communication strategy that empowers the receiver to make positive changes.

Question 29

· nontherapeutic communication

Answer 29

o Techniques that hinder communication, such as stating the person is wrong.

Question 30

· nonverbal communication

Answer 30

o Body language, behavior that is not spoken.

Question 31

· OARS

Answer 31

o Mnemonic for motivational interviewing techniques: Open-ended questions, Affirmations, Reflective listening, Summarizing.

Question 32

· open-ended questions

Answer 32

o Questions that require more than a yes or no answer.

Question 33

· passive

Answer 33

o Communication style that does not act or openly express discomfort.

Question 34

· passive aggressive

Answer 34

o Communication style that finds indirect ways to protest or express unhappiness with a situation.

Question 35

· patient-centered care

Answer 35

o A treatment technique that keeps the client involved in their own care.

Question 36

· receiver

Answer 36

o Person listening to the message.

Question 37

· reflection

Answer 37

o A therapeutic communication technique where one person mirrors back the message of the speaker to encourage further sharing.

Question 38

· restating

Answer 38

o A therapeutic communication technique where the receiver summarizes or paraphrase the message back to the sender to ensure understanding.

Question 39

· S-M-C-R model

Answer 39

o A communication model comprised of a Sender-Message-Channel-Receiver.

Question 40

· sender

Answer 40

o Person expressing the message.

Question 41

· therapeutic communication

Answer 41

o Techniques used to improve communication, such as active listening.

Question 42

· verbal communication

Answer 42

o Spoken word.

Question 43

Assertive communicators

Answer 43

advocate for their rights and the rights of others in a nonhostile manner

Question 44

Aggressive communicators

Answer 44

verbally and directly express their thoughts to the person who has upset them. In this situation, the charge nurse did not express any anger or hostility at the oncoming nurse.

Question 45

passive-aggressive style of communication.

Answer 45

pleasant and accepting that the nurse would be late. However, once the phone call ended, the charge nurse then complained about the nurse always being late to the other staff.

Question 46

Passive communicators have developed a pattern to

Answer 46

avoid conflict, expression of their feelings or opinions, and standing up for themselves when boundaries are crossed.

Question 47

Motivational interviewing uses _____________which includes open-ended questions.

Answer 47

OARS (open-ended questions, affirmations, reflective listening, summarizing),

Question 48

an open-ended question requires

Answer 48

more than a yes or no answer.

Question 49

closed-ended question that could be answered with

Answer 49

a yes or no.

Question 50

avoid using ___________ that the client might not understand because this will deter the client from learning.

Answer 50

medical terminology

Question 51

select an area that is ____________to enhance client learning.

Answer 51

private with limited distractions

Question 52

Providing teaching in a cafeteria can

Answer 52

be distracting for the client and can result in a HIPAA violation

Question 53

The nurse should take steps to facilitate learning, such as

Answer 53

ensuring the client’s assistive devices, including eyeglasses or hearing aids, are being used

Question 54

The use of probing is

Answer 54

nontherapeutic and can impair the nurse-client relationship and limit learning.

Question 55

Auditory communication is what the

Answer 55

receiver hears when the sender speaks a message

Question 56

Nonverbal communication, also known as

Answer 56

body language, plays an important role in interactions among nurses, clients, and their families.

Question 57

Not making eye contact, not being engaged in the conversation, or having closed posture (folded arms, slouching) can portray

Answer 57

a negative message.

Question 58

Emotional communication refers to the

Answer 58

speaker’s emotional state when they are conveying their message.

Question 59

Energetic communication is how the speaker

Answer 59

projects themselves while speaking.

Question 60

Auditory communication is what the

Answer 60

receiver hears when the sender speaks a message.

Question 61

Auditory communication can be affected by

Answer 61

It can be affected by environmental noise. The loud television presents a barrier to communication and the nurse should reduce the environmental noise.

Question 62

Asking why a client is ignoring your questions is

Answer 62

nontherapeutic. Asking questions with “why” can make the client feel defensive and implies criticism.

Question 63

if a client has a hearing deficit, raising your voice

Answer 63

might not be effective in communicating with this client.

Question 64

leaving the clients room if they ignore you is

Answer 64

dismissive of the client’s needs and does not help to establish communication with the client.

Question 65

Medications such as general anesthesia can cause cognitive deficits that could make it difficult for the client to communicate their needs. The nurse should use an alternative method for determining the client’s pain level by

Answer 65

observing facial expressions (grimacing or clenching of the teeth); body movements, including restlessness, muscle tension, or resisting movement; and vocalizing discomfort by moaning, grunting, or crying.

Question 66

Administering a medication without properly determining the client’s pain level can result in

Answer 66

respiratory depression and hypotension.

Question 67

Allowing pain to remain untreated can

Answer 67

increase the client’s pain level and require more medication, which can result in complications such as respiratory depression.

Question 68

use of samples can enhance

Answer 68

learning

Question 69

teaching is enhanced when clients can

Answer 69

see and hear the speaker and when the speech is clear and delivered at a slower pace.

Question 70

well-lit room can allow the participants to

Answer 70

better see the presentation as well as the nurse during the teaching.

Question 71

A staff member who speaks the same language as the client is not a r

Answer 71

eliable source to interpret important information.

Question 72

The use of a staff member who is not directly providing care for the client is a

Answer 72

violation of HIPAA.

Question 73

It is not advised to use family members for interpretation. A family member might

Answer 73

not understand the medical terminology the nurse is using, and they might use their judgment regarding what information to tell the client and what to withhold.

Question 74

The use of a family member to interpret the client’s words can also be a

Answer 74

violation of HIPAA.

Question 75

Electronic translating applications on the internet are not reliable sources. These services are not

Answer 75

secure and can constitute a HIPAA violation. The nurse should obtain assistance from the facility’s interpreter.

Question 76

facility-approved interpreter to assist with the communication barrier enurses

Answer 76

that the information is correct and gives both the nurse and client an opportunity to ask questions.

Question 77

Psychosocial factors include

Answer 77

financial situation. Working two jobs, cannot afford treatment

Question 78

Cognitive factors

Answer 78

thinking and verbalizing clearly

Question 79

Situational factors that can affect communication cause

Answer 79

emotions including fatigue, anxiety, grief, and fear. This client’s verbal and nonverbal communication are indicators of worry, anxiety, sadness, and grief.

Question 80

environmental factors that affect communication

Answer 80

(extreme temperatures, excessive noise)

Question 81

Physiological factors that affecting communication with the client.

Answer 81

(hearing or vision loss)

Question 82

Identification is the stage

Answer 82

issues are identified. This client is already known to have health concerns that would warrant a heart-healthy diet.

Question 83

Orientation is the phase where

Answer 83

nurse and client first meet.

Question 84

Exploitation

Answer 84

The nurse is actively coaching the client toward a healthier lifestyle.

Question 85

Resolution

Answer 85

end of the relationship.

Question 86

Hearing Imparied clients: The nurse should reduce environmental noise as much as possible to

Answer 86

enhance communication with this client.

Question 87

Hearing Imparied clients: Speaking at a slower pace might help the client to

Answer 87

be able to better understand and communicate with the nurse.

Question 88

Hearing Imparied clients: DO NOT Delay

Answer 88

the assessment until the client’s family member brings the hearing aid is incorrect. The nurse needs to prioritize the assessment of a client who reports chest pain. Chest pain can be a manifestation of a myocardial infarction. The nurse should not wait till the client has their hearing aid. The nurse needs to implement other strategies while waiting for the family to bring the hearing aid.

Question 89

Hearing Imparied clients: Not all clients who have hearing loss know or communicate with

Answer 89

sign language.

Question 90

Hearing Imparied clients: The nurse should stand _______ of the client when they are talking.

Answer 90

in front

Question 91

Hearing Imparied clients: The nurse should avoid using _________terminology. These words are unfamiliar and can impede communication with all clients.

Answer 91

medical

Question 92

Placing a written copy of a policy on a bulletin board will not allow either

Answer 92

verbal or nonverbal communication to occur between the sender and the receiver.

Question 93

Sending a message through email will not allow either

Answer 93

verbal or nonverbal communication between the sender and the receiver.

Question 94

In-person communication would permit for both

Answer 94

verbal and nonverbal modes of communication between the sender (the nurse manager) and the receiver (the unit staff).

Question 95

Sending a voicemail is a mode of

Answer 95

verbal communication. However, without face-to-face contact, the nurse manager will be unable to send and receive verbal and nonverbal communication.

Question 96

Death-related rituals might be very closely tied to

Answer 96

cultural factors such as religion.

Question 97

client expressing wanting a a death ritual of the last rites, which is associated with

Answer 97

Catholicism.

Question 98

developmental and cognitive factors, such as ________, can greatly influence a person’s ability to effectively communicate.

Answer 98

dementia

Question 99

environmental factors can affect communication. such as

Answer 99

excessive noise, extreme temperatures, and poor or too-bright lighting

Question 100

physiological factors can prevent effective communication. such as

Answer 100

hearing or vision loss

Question 101

sender is a component of the Shannon-Weaver communication model and refers to

Answer 101

the person initiating the communication.

Question 102

channel is a concept in the Shannon-Weaver communication model that refers to the

Answer 102

method used to transmit the message.

Question 103

In the Schramm model, one of the three components is

Answer 103

feedback.

Question 104

Feedback is demonstrated when

Answer 104

the receiver is allowed to let the sender know that the message was properly received.

Question 105

The Schramm model of communication identifies the person who receives the message as the

Answer 105

decoder.

Question 106

The Shannon-Weaver model uses the receiver as a component, not

Answer 106

the Schramm model.

Question 107

Shannon-Weaver model - person who receives the message is the

Answer 107

receiver; therefore,

Question 108

Shannon-Weaver model - person initiating the message is the

Answer 108

sender.

Question 109

Shannon-Weaver model - channel is the

Answer 109

method used to send the message from the sender to the receiver, such as a phone line or cable.

Question 110

Shannon-Weaver model - Exs of channels (2)

Answer 110

such as a phone line or cable.

Question 111

Shannon-Weaver model - decoder

Answer 111

decoder receives the transmission from the channel and converts it back to a message.

Question 112

The verbal mode of communication occurs during__________ It can also occur during

Answer 112

face-to-face communication between the sender (the nurse) and the receiver (the APs).
a telephone call.

Question 113

The written mode of communication is any

Answer 113

form of communication in which the receiver reads the message from the sender.

Question 114

The electronic communication mode includes any

Answer 114

communication between sender and receiver that includes the use of electronic technology.

Question 115

Exs of electronic communcation

Answer 115

This includes email, texting, and posts on social media.

Question 116

The nonverbal mode of communication is comprised of

Answer 116

body language.

Question 117

Exs of non-verbal communication

Answer 117

Actions such as eye contact, facial gestures, posture, and overall appearance all send messages to the receiver in addition to what the sender is saying.

Question 118

Assertiveness is a style of

Answer 118

communication. It is not a mode of communication.

Question 119

Those who possess an assertive style of communication are

Answer 119

effective in clearly communicating to the receivers and often advocate for themselves, peers, and clients.

Question 120

Interrupting the client during the conversation allows for

Answer 120

the information to be misunderstood and hinders the communication.

Question 121

The nurse should respect the client during the conversation to

Answer 121

enhance communication.

Question 122

The nurse should use simple terms to so that the client can

Answer 122

better understand. This would enhance communication with the client.

Question 123

The nurse should allow time for_______. This would

Answer 123

reflection
enhance communication with the client.

Question 124

Showing empathy during the conversation

Answer 124

enhances communication with the client.

Question 125

If there is dementia avoid

Answer 125

detailed or lengthy explanations and directions. Clients who have dementia are better able to follow simple instructions and explanations.

Question 126

affirmations

Answer 126

builds the client’s confidence and acknowledges the client’s efforts to make positive changes. I

Question 127

Clients who have dementia and other cognitive deficits focus better with

Answer 127

softer lighting. Bright lights or increased noise in the environment might decrease the client’s ability to communicate.

Question 128

The nurse should create an environment that enhances communication with clients who have dementia. Decreasing the volume of noise will

Answer 128

assist the client to communicate to the best of their ability.

Question 129

The nurse should speak to the client who has cognitive or developmental delays how

Answer 129

clearly and at a slower pace. The nurse should also avoid the use of complicated terms or medical terminology.

Question 130

Affirmation is a therapeutic technique that

Answer 130

uses statements meant to build the client’s confidence.

Question 131

Open-ended questions attempt to

Answer 131

get more information from the client. They cannot be answered with a single-word answer such as yes or no.

Question 132

Reflection

Answer 132

therapeutic technique that attempts to elicit how the client is feeling or the emotion about what they communicated.

Question 133

summarizing, paraphrasing, or restating the client’s thoughts to

Answer 133

confirm understanding what you heard

Question 134

No one from the facility should send the discharge instructions via email due to

Answer 134

the potential violation of the HIPAA Privacy Act.

Question 135

HIPPA Privacy Act consists of rules that govern the protection of the

Answer 135

client’s protected health information (PHI).

Question 136

The use of emails, texting, and faxing must occur with equipment and communication lines that are

Answer 136

secure and encrypted.

Question 137

All electronic communication of PHI must have these safeguards in place.

Answer 137

secure and encrypted.

Question 138

Sending the discharge instructions to a personal email outside the facility would

Answer 138

breach this law.

Question 139

ACA (Affordable Care Act) is a

Answer 139

federal law that helps to expand access to affordable health care coverage and to lower costs of health care and improve quality of care.

Question 140

The ACA does not write or enforce the rules that

Answer 140

comprise the HIPAA Privacy Act.