CMAA- Basic Communication
Define communication. - correct answer ✔✔the process of exchanging messages
What is verbal communication? - correct answer ✔✔the use of language and words to send and receive
information
What are goals for verbal communication in a health care setting? - correct answer ✔✔to est. rapport, or
a connection, obtain info from pt, confirm understanding, relay information to other health care
workers, and give instructions to pts.
What emotions can be relayed through tone of voice? - correct answer ✔✔fear, citation, calmness,
confidence
What are lay terms? - correct answer ✔✔everyday language that patients can understand
What are the benefits of written communication? - correct answer ✔✔it allows the writer time to
research and organize thoughts and it can be proofread and edited before it reaches its audience
What is written communication used for? - correct answer ✔✔messages, orders, test results, notes in pt
charts, informed consent, documents, procedures/policies, pt education material, surveys, letters
memos.
What are memos? - correct answer ✔✔a form of written communication. Often used in the health care
industry, both in printed form and via e-mail
Methods of nonverbal communication? - correct answer ✔✔eye contact, facial expression, gestures and
body language, physical appearance, touch proximity
What feelings can facial expressions convey? - correct answer ✔✔smiles-positive message, blank stares,
- fever, drugs, illness, grimace- pain, bland look- depression
, examples of body language. - correct answer ✔✔tapping foot, crossing arms, waving, nodding, shaking
the head, leaning forward
What are some aspects of proximity? - correct answer ✔✔the distance between people, height
difference,
what are some good listening skills? - correct answer ✔✔showing interest, being alert, maintaining,
avoiding interrupting, paying attention,
what is restatement? - correct answer ✔✔involves repeating the message back to the sender in the
receiver's own words
What is reflection? - correct answer ✔✔involves responding with empathy.
What is clarification? - correct answer ✔✔occurs when the receiver asks questions to get a more concise
explanation or clear up any confusion.
What are other skills that enhance communications? - correct answer ✔✔body language, posture, eye
contact, speaking slowly softly clearly.
How does one show courtesy? - correct answer ✔✔by being polite, gracious, helpful, and considerate
What is respect? - correct answer ✔✔to approach another person with a feeling of esteem or regard
what is a sensitivity to boundaries? - correct answer ✔✔being able to see and appreciate the personal
traits of others and the ability to recognize and observe the emotional and physical limits of others
What is empathy? - correct answer ✔✔the ability to share in someone else's feeling or emotion.
Who is likely to need empathy? - correct answer ✔✔someone who is lonely, facing serious sx, terminal
illness etc.
Define communication. - correct answer ✔✔the process of exchanging messages
What is verbal communication? - correct answer ✔✔the use of language and words to send and receive
information
What are goals for verbal communication in a health care setting? - correct answer ✔✔to est. rapport, or
a connection, obtain info from pt, confirm understanding, relay information to other health care
workers, and give instructions to pts.
What emotions can be relayed through tone of voice? - correct answer ✔✔fear, citation, calmness,
confidence
What are lay terms? - correct answer ✔✔everyday language that patients can understand
What are the benefits of written communication? - correct answer ✔✔it allows the writer time to
research and organize thoughts and it can be proofread and edited before it reaches its audience
What is written communication used for? - correct answer ✔✔messages, orders, test results, notes in pt
charts, informed consent, documents, procedures/policies, pt education material, surveys, letters
memos.
What are memos? - correct answer ✔✔a form of written communication. Often used in the health care
industry, both in printed form and via e-mail
Methods of nonverbal communication? - correct answer ✔✔eye contact, facial expression, gestures and
body language, physical appearance, touch proximity
What feelings can facial expressions convey? - correct answer ✔✔smiles-positive message, blank stares,
- fever, drugs, illness, grimace- pain, bland look- depression
, examples of body language. - correct answer ✔✔tapping foot, crossing arms, waving, nodding, shaking
the head, leaning forward
What are some aspects of proximity? - correct answer ✔✔the distance between people, height
difference,
what are some good listening skills? - correct answer ✔✔showing interest, being alert, maintaining,
avoiding interrupting, paying attention,
what is restatement? - correct answer ✔✔involves repeating the message back to the sender in the
receiver's own words
What is reflection? - correct answer ✔✔involves responding with empathy.
What is clarification? - correct answer ✔✔occurs when the receiver asks questions to get a more concise
explanation or clear up any confusion.
What are other skills that enhance communications? - correct answer ✔✔body language, posture, eye
contact, speaking slowly softly clearly.
How does one show courtesy? - correct answer ✔✔by being polite, gracious, helpful, and considerate
What is respect? - correct answer ✔✔to approach another person with a feeling of esteem or regard
what is a sensitivity to boundaries? - correct answer ✔✔being able to see and appreciate the personal
traits of others and the ability to recognize and observe the emotional and physical limits of others
What is empathy? - correct answer ✔✔the ability to share in someone else's feeling or emotion.
Who is likely to need empathy? - correct answer ✔✔someone who is lonely, facing serious sx, terminal
illness etc.
