MODULE 12

Question 1

Which of the following is an example of nonverbal communication?
A. Speaking clearly
B. Writing a message
C. Crossing your arms
D. Reading aloud

Answer 1

c

Question 2

Active listening includes all EXCEPT:
A. Nodding and eye contact
B. Interrupting to give advice
C. Asking clarifying questions
D. Repeating information for accuracy

Answer 2

b

Question 3

Which of the following shows open body language?
A. Arms crossed
B. Leaning slightly forward
C. Looking away
D. Checking a phone

Answer 3

b

Question 4

If a patient looks confused after you give instructions, what should you do?
A. Walk away
B. Repeat the same thing
C. Ask them to repeat it back in their own words
D. Assume they understood

Answer 4

c

Question 5

Which tone of voice is best for professional healthcare communication?
A. Sarcastic
B. Whispering
C. Calm and respectful
D. Loud and forceful

Answer 5

c

Question 6

A language barrier can be best overcome by:
A. Speaking louder
B. Using medical terms
C. Using a professional interpreter
D. Asking a family member to translate

Answer 6

c

Question 7

If a patient is hard of hearing, you should:
A. Yell
B. Face them directly and speak clearly
C. Use complicated words
D. Stand far away

Answer 7

b

Question 8

Cultural differences may affect:
A. Medical diagnoses
B. How patients communicate and make decisions
C. Billing codes
D. Lab results

Answer 8

b

Question 9

Which of the following can be a communication barrier?
A. Smiling
B. Noise in the environment
C. Nodding
D. Eye contact

Answer 9

b

Question 10

Which approach demonstrates empathy?
A. “That’s not my problem.”
B. “You’ll be fine.”
C. “I can see this is difficult for you.”
D. “You shouldn’t worry about that.”

Answer 10

c

Question 11

Customer service in healthcare means:
A. Selling services
B. Meeting the needs of patients with respect and care
C. Ignoring complaints
D. Prioritizing profits

Answer 11

b

Question 12

How can a medical assistant demonstrate professionalism?
A. Wearing casual clothes
B. Using proper grammar and being punctual
C. Gossiping with coworkers
D. Sharing opinions on social media

Answer 12

b

Question 13

A patient gives negative feedback. What should you do?
A. Thank them and report it to the supervisor
B. Ignore them
C. Get defensive
D. Blame a coworker

Answer 13

a

Question 13

What is the best response to an upset patient?
A. Walk away
B. Argue with them
C. Listen calmly and try to understand
D. Tell them they’re wrong

Answer 13

c

Question 13

Which skill helps resolve conflicts with patients or coworkers?
A. Avoidance
B. Blaming
C. Active listening and problem-solving
D. Yelling

Answer 13

c

Question 13

What is therapeutic communication?
A. Giving directions
B. Supporting a patient emotionally through communication
C. Arguing
D. Diagnosing illnesses

Answer 13

b

Question 14

Which response is therapeutic?
A. “You shouldn’t feel that way.”
B. “Can you tell me more about what’s bothering you?”
C. “That’s your fault.”
D. “We’re too busy right now.”

Answer 14

b

Question 15

Which of these is an open-ended question?
A. “Are you okay?”
B. “How have you been feeling lately?”
C. “Do you want water?”
D. “Are you nervous?”

Answer 15

b

Question 16

Open-ended questions help by:
A. Encouraging the patient to express themselves
B. Limiting answers
C. Cutting down time
D. Telling them what to say

Answer 16

a

Question 17

Therapeutic communication helps with:
A. Lab reporting
B. Building trust and comfort with patients
C. Insurance billing
D. Scheduling tests

Answer 17

b

Question 18

Medical records should be written in:
A. Slang
B. Clear, objective language
C. Abbreviations only
D. All caps

Answer 18

b

Question 19

An error in documentation should be corrected by:
A. Erasing it
B. White-out
C. Drawing a line through it and initialing
D. Deleting the entry

Answer 19

c

Question 20

Why is accurate documentation important?
A. For social media
B. For legal, billing, and patient care purposes
C. To confuse patients
D. For advertising

Answer 20

b

Question 21

Which of the following is subjective information?
A. Blood pressure reading
B. “I feel dizzy”
C. Temperature
D. Lab result

Answer 21

b

Question 22

Written communication includes: A. Texting friends B. Progress notes and patient instructions C. Phone calls D. Eye contact

Answer 22

b

Question 23

HIPAA protects: A. Medical equipment B. Patient privacy and information C. Insurance billing D. Staff schedules

Answer 23

b

Question 24

It is acceptable to discuss patient information only when: A. You're with friends B. It’s necessary for care and in private settings C. You're on lunch break D. Someone asks nicely

Answer 24

b

Question 25

A boundary violation could include: A. Saying “hello” to a patient B. Giving personal advice or sharing your number C. Explaining their medication D. Asking about symptoms

Answer 25

b

Question 26

A patient asks you on a date. What should you do? A. Politely decline and maintain professional boundaries B. Say yes C. Ignore them D. Joke about it

Answer 26

a

Question 27

Respecting boundaries means: A. Keeping interactions professional and patient-focused B. Adding patients on social media C. Sharing personal problems D. Offering non-medical opinions

Answer 27

a

Question 28

When working with a pediatric patient, it's important to: A. Use simple words and involve parents B. Speak firmly and fast C. Avoid answering questions D. Ignore fears

Answer 28

a

Question 29

How should you speak to an elderly patient with memory issues? A. Loudly and quickly B. Slowly, clearly, and with patience C. With complex terms D. Only to their caregiver

Answer 29

b

Question 30

When a patient has anxiety, you should: A. Tell them to calm down B. Speak calmly and reassure them C. Rush the appointment D. Avoid eye contact

Answer 30

b

Question 31

If a patient doesn’t speak English, the best option is: A. Use a medical interpreter B. Talk louder C. Speak slowly and hope they understand D. Ask their child to translate

Answer 31

a

Question 32

When comforting a grieving patient, you should: A. Give medical advice B. Offer support and a listening ear C. Change the subject D. Joke to lighten the mood

Answer 32

b

Question 33

Clear communication with coworkers helps prevent: A. Meetings B. Mistakes and misunderstandings C. HIPAA D. Pay issues

Answer 33

b

Question 34

If there is a miscommunication in the team, the best step is to: A. Ignore it B. Address it calmly and clarify the issue C. Send a group text D. Report it immediately to HR

Answer 34

b

Question 35

Respectful communication with coworkers includes: A. Active listening, being courteous, and using appropriate tone B. Being sarcastic C. Multitasking during conversations D. Interrupting

Answer 35

a

Question 36

SBAR is used for: A. Billing B. Structured communication between healthcare providers C. CPR D. Reception duties

Answer 36

b

Question 37

The “R” in SBAR stands for: A. Results B. Recommendation C. Recording D. Reaction

Answer 37

b

Question 38

A patient portal is used for: A. Internal documentation B. Patient communication and record access C. Staff chatting D. Insurance payments

Answer 38

b

Question 39

Secure messaging should be used when: A. Texting friends B. Discussing weekend plans C. Sharing patient information electronically D. Asking for time off

Answer 39

c

Question 40

Phone etiquette includes: A. Answering promptly, stating your name and office B. Using slang C. Placing callers on hold without asking D. Transferring calls without notice

Answer 40

a

Question 41

When leaving a voicemail for a patient, avoid: A. Your name B. Giving sensitive health information C. The office phone number D. Asking for a callback

Answer 41

b

Question 42

Electronic Health Records (EHRs) support: A. Social media sharing B. Secure and accurate communication among providers C. Personal note keeping D. Gossip tracking

Answer 42

b

Question 43

Why is asking for feedback from patients helpful? A. To criticize staff B. To improve service quality and patient experience C. To delay care D. For advertising

Answer 43

b

Question 44

Which type of feedback is constructive? A. “This place is terrible!” B. “Wait times are too long—can that be improved?” C. “You’re bad at this.” D. “Never coming back.”

Answer 44

b

Question 45

What is one way to show you're listening? A. Make eye contact and nod B. Look at your phone C. Talk over the speaker D. Cross your arms

Answer 45

a

Question 46

To follow up on a patient concern, you should: A. Wait for them to complain again B. Ignore it C. Inform your supervisor and document it D. Tell coworkers

Answer 46

c

Question 47

Customer satisfaction in healthcare leads to: A. Less work B. More paperwork C. Trust, loyalty, and better outcomes D. HIPAA violations

Answer 47

c