Effective Communication Chapter 6

Question 1

Define communication.

Answer 1

The activity of conveying information

Question 2

Define verbal communication.

Answer 2

Words and sounds that make up the language we speak

Question 3

Define nonverbal communication.

Answer 3

Body language, eye contact, and gestures

Question 4

Define written communication.

Answer 4

The use of letters and words to express the language we speak.

Question 5

Define visual communication.

Answer 5

Signs, symbols, and designs

Question 6

What are the three components of communication as it pertains to EMR.

Answer 6

Sender
Message
Receiver

Question 7

Define sender.

Answer 7

The person introducing a new thought or concept, or initiating the communication process.

Question 8

Define message.

Answer 8

The thought concept or idea that is being transmitted.

Question 9

Define receiver.

Answer 9

The person for whom the message is intended.

Question 10

Research suggests that what percent of communication is delivered by way of body language including gestures, expressions, posture, and many other physical manifestations?

Answer 10

55%

Question 11

Research suggests about what percent of the messages transmitted by way of the voice, it’s quality, tone quality and inflections, which all express important pieces of the message?

Answer 11

38%

Question 12

Research suggest what percent of any given message is transmitted by the specific words used?

Answer 12

7%

Question 13

What are the most significant tools or ways used to communicate in EMS?

Answer 13

Radio and computer screen

Question 14

What are the seven (7) most common barriers to effective communication?

Answer 14

Physical
Perceptual
Emotional
Cultural
Language
Gender
Interpersonal

Question 15

What are the six (6) strategies for effective communication?

Answer 15

1. Speak clearly and use words and terminology that the receiver will understand.
2. Keep an open mind and resist the urge to be defensive.
3. Become an active listener.
4. Be assertive when appropriate, especially when safety is at stake.
5. Remain aware of the influence that body language plays in effective communication.
6. Except the reality of miscommunication.

Question 16

Define interpersonal communication.

Answer 16

A form of communication where the participants are dependent on one another and have a shared history.

Question 17

Define therapeutic communication.

Answer 17

The face to face communication process that focuses on advancing the physical and emotional well-being of a patient.

Question 18

What are the three (3) characteristics of therapeutic communication?

Answer 18

1. Collecting information
2. Assessing behavior
3. Educating

Question 19

Describe the strategies that will help you establish a good rapport with your patients and maximize your ability to obtain a good medical history.

Answer 19

Immediately INTRODUCE YOURSELF and YOUR LEVEL OF TRAINING.
Obtain the PATIENTS NAME early, and USE IT FREQUENTLY during your interview.
POSITION yourself at or BLEOW THE PATIENT’S EYE LEVEL whenever possible.
ASK ONE QUESTION AT A TIME, and allow the patient ample time to respond.
LISTEN CAREFULLY to everything the patient tells you.
RESTATE the patient’s answers when necessary for clarification.

Question 20

Define transfer of care.

Answer 20

The physical and verbal handing off of care from one healthcare provider to another.

Question 21

What are the elements of an appropriate verbal transfer of care?

Answer 21

1. Patients name and age
2. Chief complaint
3. Brief account of the patient’s current condition
4. Past pertinent medical history
5. Vital signs
6. Pertinent findings from the physical exam
7. Overview of care provided and the patient’s response to that care

Question 22

What are the common communication devices used in EMS?

Answer 22

Repeater
Base station radio
Portable radio

Question 23

Define repeater.

Answer 23

A fixed antenna that is used to boost a radio signal

Question 24

Define base station radio.

Answer 24

A high-powered two-way radio located at a dispatch center or hospital

Question 25

Define portable radio.

Answer 25

A handheld device used to transmit and receive verbal communications

Question 26

The word communicate is best defined as:
A. expressing oneself to another
B. talking to another person verbally
C. an interchange of ideas or information
D. understanding what another person is saying

Answer 26

C. an interchange of ideas or information

Question 27

The words and sounds that make up a language is a description of which type of communication?
A. verbal
B. nonverbal
C. written
D. Visual

Answer 27

A. verbal

Question 28

Nonverbal communication is best characterized by:
A. written words
B. spoken words
C. body language
D. signs and symbols

Answer 28

C. body language

Question 29

All of the following are components of the communication process, except:
A. sender
B. receiver
C. idea (message)
D. frequency

Answer 29

D. frequency

Question 30

Research suggests that the majority of a message is delivered by way of:
A. body language
B. voice (tone)
C. word use
D. eye contact

Answer 30

A. body language

Question 31

The distance that exists between two parties that are communicating by radio is an example of which type of barrier?
A. perceptual
B. language
C. physical
D. interpersonal

Answer 31

C. physical

Question 32

What type of communication most often occurs between three or fewer participants who are in close proximity to one another?
A. therapeutic
B. direct
C. visual
D. interpersonal

Answer 32

D. interpersonal

Question 33

All of the following our goals of therapeutic communication, except:
A. pain management
B. collecting information
C. assessing behavior
D. providing education

Answer 33

A. pain management

Question 34

A good transfer of care should contain all of the following, except:
A. patient's name and age
B. patients address
C. chief complaint
D. vital signs

Answer 34

B. patient’s address

Question 35

Which one of the following is the best example of an appropriate radio call?
A. engine 6, this is Medcom. Respond to 1111 Sonoma Ave.
B. engine 6, respond to 111 Sonoma Ave.
C. this is Medcom, Calling engine 6
D. medcom, come in engine 6

Answer 35

A. engine 6, this is Medcom. Respond to 1111 Sonoma Ave.