HCB 101 Exam Questions and Correct Answers
Active Listening
A conscious effort to hear not only the words that another person is saying but, more
importantly, the complete message that is being communicated.
Attitude
One's immediate disposition towards a concept or object
Beliefs
assumptions and convictions one holds to be true based on past experiences
Client
anyone for whom a service requiring some degree of confidentiality is provided (Patient)
Closed Loop Communication
The process of acknowledging the receipt of information and clarifying with the sender of the
communicated message that the information received is the same as the original, intended
information
Communication
the act or process of using words, sounds, signs or behaviours to express or exchange
information or to express your ideas, thoughts, feelings, etc., to someone else. Can be verbal
or non-verbal
Contact Point
the physical location to which the customer goes to obtain a service (Clinic, Sick Bay)
Customer
, someone who buys goods or services from businesses
Empathy
The ability to imagine yourself in another's place and understand the other's feelings, desires,
ideas, and actions
Healthcare Communication
Communication methods and strategies within the healthcare team used to inform individuals
about healthcare facts and best practices, with the goal of improving patient health outcomes.
Sympathy
an expressed interest or concern regarding the problems, emotions, or state of mind of
another
The communication Process
Refers to the exchange of information between two or more people. Four basic parts Sender,
Message, Receiver, Feedback (SMRF)
Barriers to communication
Physiological, Physical, or Psychosocial
Physiological Barriers
result from a form of sensory dysfunction on the part of either the sender or receiver (lisp)
Physical Barriers
consist of elements in the environment such as noise that contribute to the development of
physiological barriers (inability to hear due to background noise)
Psychosocial Barriers
Active Listening
A conscious effort to hear not only the words that another person is saying but, more
importantly, the complete message that is being communicated.
Attitude
One's immediate disposition towards a concept or object
Beliefs
assumptions and convictions one holds to be true based on past experiences
Client
anyone for whom a service requiring some degree of confidentiality is provided (Patient)
Closed Loop Communication
The process of acknowledging the receipt of information and clarifying with the sender of the
communicated message that the information received is the same as the original, intended
information
Communication
the act or process of using words, sounds, signs or behaviours to express or exchange
information or to express your ideas, thoughts, feelings, etc., to someone else. Can be verbal
or non-verbal
Contact Point
the physical location to which the customer goes to obtain a service (Clinic, Sick Bay)
Customer
, someone who buys goods or services from businesses
Empathy
The ability to imagine yourself in another's place and understand the other's feelings, desires,
ideas, and actions
Healthcare Communication
Communication methods and strategies within the healthcare team used to inform individuals
about healthcare facts and best practices, with the goal of improving patient health outcomes.
Sympathy
an expressed interest or concern regarding the problems, emotions, or state of mind of
another
The communication Process
Refers to the exchange of information between two or more people. Four basic parts Sender,
Message, Receiver, Feedback (SMRF)
Barriers to communication
Physiological, Physical, or Psychosocial
Physiological Barriers
result from a form of sensory dysfunction on the part of either the sender or receiver (lisp)
Physical Barriers
consist of elements in the environment such as noise that contribute to the development of
physiological barriers (inability to hear due to background noise)
Psychosocial Barriers
