MEDICAL OFFICE IN COMMUNICATION
EXAM QUESTIONS WITH CORRECT
ANSWERS.
Match the behavior to the description of the communication. Note: Answers may be used
more than once.
1. Using this type of communication may give others permission to disregard your wants
and needs
2. Using this type of communication may indicate that the message you're sending is that
your thoughts and feelings aren't as important as those of other people
3. People using this type of communication value themselves; their time; and their
emotional, spiritual, and physical needs
4. These type of communicators are verbally and/or physically abusive
5. People using this type of communication are strong advocates for themselves and others
while being very respectful
6. With this form of communication the individual may come across as being shy or very
easygoing
7. This type of communication is a style in which individuals express their feelings and
opinions and advocate for their needs in a way that violates the rights of others
1. Passive
2. Passive
3. Assertive
4. Aggressive
,5. Assertive
6. Passive
7. Aggressive
Which mail service is used to ensure that mail is delivered only to a specific addressee or an
authorized agent of the addressee?
a. restricted delivery
b. COD
c. certified mail
d. return receipt
a. restricted delivery
Match the type of correspondence in the medical office with the example provided. Note:
an answer may be used more than once.
1. Noncompliance, missed appointments, and dismissal from practice
2. Referrals, consultations, annual examination reminders, collection letters, school and
work releases, suppliers of equipment and materials, and other correspondence necessary
to the office operation
3. Professional associations, licensing boards, and other physicians regarding some issue or
concern affecting personal medical activities or their professional practice
4. An informal, memo-style communication that is usually specific to one concern
5. An effective way of being certain that everyone is aware of some event, policy, concern,
and other internal communication, circulated electronically (email) or by copy of a memo
6. Correspondence with travel agencies, mail-order catalogs, uniform or clothing suppliers,
and specialty shops
, 1. Form letter and templates
2. Form letter and templates
3. Professional letters
4.
5. Interoffice communication
6.
When responding to a nonemergency phone call and the person needs additional
information, it is appropriate to respond:
a. Excuse yourself from the phone call by saying, "May I put you on hold for a moment?"
b. "May I call you back with that information?"
c. Confirm the patient's phone number before hanging up because it might have changed
since the patient's last appointment.
d. All of the above
d. All of the above
Which of the following is not a deficit need?
a. self-actualization
b. safety
c. esteem
d. belongingness and love
a. self-actualization
Before you transfer a patient's call to another department or office:
a. Give the caller the phone number, extension, and name of person to whom you are
transferring to.
b. Signal (or page) the person in the department you are transferring to and when the
person answers, explain who is waiting to speak to him or her and give a brief summary of
the issue.
EXAM QUESTIONS WITH CORRECT
ANSWERS.
Match the behavior to the description of the communication. Note: Answers may be used
more than once.
1. Using this type of communication may give others permission to disregard your wants
and needs
2. Using this type of communication may indicate that the message you're sending is that
your thoughts and feelings aren't as important as those of other people
3. People using this type of communication value themselves; their time; and their
emotional, spiritual, and physical needs
4. These type of communicators are verbally and/or physically abusive
5. People using this type of communication are strong advocates for themselves and others
while being very respectful
6. With this form of communication the individual may come across as being shy or very
easygoing
7. This type of communication is a style in which individuals express their feelings and
opinions and advocate for their needs in a way that violates the rights of others
1. Passive
2. Passive
3. Assertive
4. Aggressive
,5. Assertive
6. Passive
7. Aggressive
Which mail service is used to ensure that mail is delivered only to a specific addressee or an
authorized agent of the addressee?
a. restricted delivery
b. COD
c. certified mail
d. return receipt
a. restricted delivery
Match the type of correspondence in the medical office with the example provided. Note:
an answer may be used more than once.
1. Noncompliance, missed appointments, and dismissal from practice
2. Referrals, consultations, annual examination reminders, collection letters, school and
work releases, suppliers of equipment and materials, and other correspondence necessary
to the office operation
3. Professional associations, licensing boards, and other physicians regarding some issue or
concern affecting personal medical activities or their professional practice
4. An informal, memo-style communication that is usually specific to one concern
5. An effective way of being certain that everyone is aware of some event, policy, concern,
and other internal communication, circulated electronically (email) or by copy of a memo
6. Correspondence with travel agencies, mail-order catalogs, uniform or clothing suppliers,
and specialty shops
, 1. Form letter and templates
2. Form letter and templates
3. Professional letters
4.
5. Interoffice communication
6.
When responding to a nonemergency phone call and the person needs additional
information, it is appropriate to respond:
a. Excuse yourself from the phone call by saying, "May I put you on hold for a moment?"
b. "May I call you back with that information?"
c. Confirm the patient's phone number before hanging up because it might have changed
since the patient's last appointment.
d. All of the above
d. All of the above
Which of the following is not a deficit need?
a. self-actualization
b. safety
c. esteem
d. belongingness and love
a. self-actualization
Before you transfer a patient's call to another department or office:
a. Give the caller the phone number, extension, and name of person to whom you are
transferring to.
b. Signal (or page) the person in the department you are transferring to and when the
person answers, explain who is waiting to speak to him or her and give a brief summary of
the issue.
