CMA CERTIFICATION UPDATED
ACTUAL EXAM PAPER 2026
COMPLETE QUESTIONS AND
CORRECT ANSWERS GRADED A+
◉ Erikson's Theory.
Answer: Theory that proposes eight stages of human development. Each
stage consists of a unique developmental task that confronts individuals
with a crisis that must be resolved.
◉ defense mechanisms.
Answer: in psychoanalytic theory, the ego's protective methods of
reducing anxiety by unconsciously distorting reality
◉ Repression.
Answer: Defense mechanism by which anxiety-provoking thoughts and
feelings are forced to the unconscious.
◉ Denial.
Answer: refusing to believe or even perceive painful realities
◉ Projection.
Answer: psychoanalytic defense mechanism by which people disguise
their own threatening impulses by attributing them to others
,◉ Displacement.
Answer: psychoanalytic defense mechanism that shifts sexual or
aggressive impulses toward a more acceptable or less threatening object
or person, as when redirecting anger toward a safer outlet
◉ Regression.
Answer: A reversion to immature patterns of behavior.
◉ Death and Dying.
Answer: Psychologist *Elisabeth Kuber-Ross* (1969) - described death
as an orderly transition involving five distinct stages.
1) Denial
2) Anger
3) Bargaining
4) Depression
5) Acceptance
◉ active listening.
Answer: Empathic listening in which the listener echoes, restates, and
clarifies. A feature of Rogers' client-centered therapy.
◉ Reflection.
Answer:
,◉ Restatement.
Answer: Expressing the same idea in different words to clarify and stress
key points
◉ clarification.
Answer: the act of making clear or understandable
◉ feedback.
Answer: Information passed between people; improves accuracy and
productivity
◉ exploratory questions.
Answer: questions used to ask for further information or to more fully
discuss the subject at hand
◉ open-ended questions.
Answer: questions that allow respondents to answer however they want
◉ Closed questions.
Answer: questions that ask for specific information and elicit a short,
one- or two- word answer, a "yes" or "no," or a forced choice
◉ Telephone Techniques.
Answer: *Identify yourself. Employer may have a standard greeting.
, *Quickly assessing the level of understanding of the caller and speaking
appropriately.
*Using nontechnical words.
*Addressing the caller by name.
*Ending the conversation on a positive note, as appropriate: "Thank you
for calling". "We look forward to seeing you at your appointment next
week." "I am glad you're feeling better." "I hope you have a good day."
◉ stereotype.
Answer: A generalized belief about a group of people
◉ Professional image.
Answer: The impression you project through both your outward
appearance and your conduct in the workplace.
◉ advance directives (living will).
Answer: A legal document designed to indicate a person's wishes
regarding care in case of a terminal illness or during the dying process
◉ Medical durable power of attorney.
Answer: A legal document that names a surrogate decision maker in the
event that the patient becomes unable to make his or her own healthcare
decisions.
◉ Patient Self-Determination Act (PSDA).
ACTUAL EXAM PAPER 2026
COMPLETE QUESTIONS AND
CORRECT ANSWERS GRADED A+
◉ Erikson's Theory.
Answer: Theory that proposes eight stages of human development. Each
stage consists of a unique developmental task that confronts individuals
with a crisis that must be resolved.
◉ defense mechanisms.
Answer: in psychoanalytic theory, the ego's protective methods of
reducing anxiety by unconsciously distorting reality
◉ Repression.
Answer: Defense mechanism by which anxiety-provoking thoughts and
feelings are forced to the unconscious.
◉ Denial.
Answer: refusing to believe or even perceive painful realities
◉ Projection.
Answer: psychoanalytic defense mechanism by which people disguise
their own threatening impulses by attributing them to others
,◉ Displacement.
Answer: psychoanalytic defense mechanism that shifts sexual or
aggressive impulses toward a more acceptable or less threatening object
or person, as when redirecting anger toward a safer outlet
◉ Regression.
Answer: A reversion to immature patterns of behavior.
◉ Death and Dying.
Answer: Psychologist *Elisabeth Kuber-Ross* (1969) - described death
as an orderly transition involving five distinct stages.
1) Denial
2) Anger
3) Bargaining
4) Depression
5) Acceptance
◉ active listening.
Answer: Empathic listening in which the listener echoes, restates, and
clarifies. A feature of Rogers' client-centered therapy.
◉ Reflection.
Answer:
,◉ Restatement.
Answer: Expressing the same idea in different words to clarify and stress
key points
◉ clarification.
Answer: the act of making clear or understandable
◉ feedback.
Answer: Information passed between people; improves accuracy and
productivity
◉ exploratory questions.
Answer: questions used to ask for further information or to more fully
discuss the subject at hand
◉ open-ended questions.
Answer: questions that allow respondents to answer however they want
◉ Closed questions.
Answer: questions that ask for specific information and elicit a short,
one- or two- word answer, a "yes" or "no," or a forced choice
◉ Telephone Techniques.
Answer: *Identify yourself. Employer may have a standard greeting.
, *Quickly assessing the level of understanding of the caller and speaking
appropriately.
*Using nontechnical words.
*Addressing the caller by name.
*Ending the conversation on a positive note, as appropriate: "Thank you
for calling". "We look forward to seeing you at your appointment next
week." "I am glad you're feeling better." "I hope you have a good day."
◉ stereotype.
Answer: A generalized belief about a group of people
◉ Professional image.
Answer: The impression you project through both your outward
appearance and your conduct in the workplace.
◉ advance directives (living will).
Answer: A legal document designed to indicate a person's wishes
regarding care in case of a terminal illness or during the dying process
◉ Medical durable power of attorney.
Answer: A legal document that names a surrogate decision maker in the
event that the patient becomes unable to make his or her own healthcare
decisions.
◉ Patient Self-Determination Act (PSDA).
