KINN’S MEDICAL ASSISTANT 15TH
EDITION CHAPTER 2 EXAM
QUESTIONS & ANSWERS
Communication - Correct Answers -The exchange of information, feelings, and thoughts
between two or more people using spoken words or other methods
Therapeutic Communication - Correct Answers -A process of communicating with
patients and family members and healthcare
Nationality - Correct Answers -The country where the person was born and hold
citizenship.
Race - Correct Answers -Relates to a group of people who have the same physical
characteristics, such as skin color
Culture - Correct Answers -Includes the general customs, norms, values, and beliefs
held by a group of people
Ethnicity - Correct Answers -Relates to a common ancestry, culture, religion, traditions,
nationality, and languages shared by a group of people
Social Factors - Correct Answers -The way a person is different from others
Communication Delivery Factors - Correct Answers -Relate to how we deliver our verbal
message
Rate - Correct Answers -Refers to the speed at which the speaker talks
Clarity - Correct Answers -Refers to the quality of the voice
Volume - Correct Answers -Refers to the loudness of the speaker's voice
Pitch - Correct Answers -Refers to the highness and lowness of the voice
Intonation - Correct Answers -Refers to the melodic pattern or the pitch variation
Pauses - Correct Answers -Refers to a period of not talking
Vocabulary - Correct Answers -Refers to the word choice used
, Grammatical structure - Correct Answers -Refers to the sentence structure
Pronunciation - Correct Answers -Refers to how the word is said
Intimate space or personal space - Correct Answers -Distance of 0 to 1.5 feet
Casual personal space - Correct Answers -Distance of 1.5 feet to 4 feet
Social-business space - Correct Answers -Distance of 4 to 12 feet
Public space - Correct Answers -A distance greater than 12 feet
Self-confidence - Correct Answers -The person appears confident and self-assured, has
good posture, and makes appropriate eye contact
Insecure - Correct Answers -The person is quiet, courteous, and has good listening
skills, but tends to focus more on others and on oneself
Arrogant - Correct Answers -The person has increased personal space, appears to
more easily, and is a poor listener
Embarrassed - Correct Answers -The person has a nervous giggle and tends to avoid
eye contact with others
Fearful - Correct Answers -The person has wide-open eyes, looks around, grasps their
hands, and has rigid posture
Resentful - Correct Answers -The person hunches the shoulders, crosses the arms, and
mutters or whispers
Verbal communication - Correct Answers -A type of communication that can be defined
as words used either orally or in written form
Nonverbal communication - Correct Answers -A type of communication that occurs
through body, language and expressive behaviors rather than with verbal or written
words
Passive communication - Correct Answers -Avoid expressing feelings or opinions, feel
depressed, resentful, or anxious because life seems out of their control
Passive communication - Correct Answers -Speaking in a soft voice with their head
down and no eye contact, fidgeting, and hesitating, being self-conscious and belittling
their contribution
EDITION CHAPTER 2 EXAM
QUESTIONS & ANSWERS
Communication - Correct Answers -The exchange of information, feelings, and thoughts
between two or more people using spoken words or other methods
Therapeutic Communication - Correct Answers -A process of communicating with
patients and family members and healthcare
Nationality - Correct Answers -The country where the person was born and hold
citizenship.
Race - Correct Answers -Relates to a group of people who have the same physical
characteristics, such as skin color
Culture - Correct Answers -Includes the general customs, norms, values, and beliefs
held by a group of people
Ethnicity - Correct Answers -Relates to a common ancestry, culture, religion, traditions,
nationality, and languages shared by a group of people
Social Factors - Correct Answers -The way a person is different from others
Communication Delivery Factors - Correct Answers -Relate to how we deliver our verbal
message
Rate - Correct Answers -Refers to the speed at which the speaker talks
Clarity - Correct Answers -Refers to the quality of the voice
Volume - Correct Answers -Refers to the loudness of the speaker's voice
Pitch - Correct Answers -Refers to the highness and lowness of the voice
Intonation - Correct Answers -Refers to the melodic pattern or the pitch variation
Pauses - Correct Answers -Refers to a period of not talking
Vocabulary - Correct Answers -Refers to the word choice used
, Grammatical structure - Correct Answers -Refers to the sentence structure
Pronunciation - Correct Answers -Refers to how the word is said
Intimate space or personal space - Correct Answers -Distance of 0 to 1.5 feet
Casual personal space - Correct Answers -Distance of 1.5 feet to 4 feet
Social-business space - Correct Answers -Distance of 4 to 12 feet
Public space - Correct Answers -A distance greater than 12 feet
Self-confidence - Correct Answers -The person appears confident and self-assured, has
good posture, and makes appropriate eye contact
Insecure - Correct Answers -The person is quiet, courteous, and has good listening
skills, but tends to focus more on others and on oneself
Arrogant - Correct Answers -The person has increased personal space, appears to
more easily, and is a poor listener
Embarrassed - Correct Answers -The person has a nervous giggle and tends to avoid
eye contact with others
Fearful - Correct Answers -The person has wide-open eyes, looks around, grasps their
hands, and has rigid posture
Resentful - Correct Answers -The person hunches the shoulders, crosses the arms, and
mutters or whispers
Verbal communication - Correct Answers -A type of communication that can be defined
as words used either orally or in written form
Nonverbal communication - Correct Answers -A type of communication that occurs
through body, language and expressive behaviors rather than with verbal or written
words
Passive communication - Correct Answers -Avoid expressing feelings or opinions, feel
depressed, resentful, or anxious because life seems out of their control
Passive communication - Correct Answers -Speaking in a soft voice with their head
down and no eye contact, fidgeting, and hesitating, being self-conscious and belittling
their contribution
