HCB Test 1 EXPECTED QUESTIONS WITH VERIFIED
ANSWERS
Question 1.
Client or Patient
ANSWER
Anyone for whom a service requiring some degree of confidentiality is provided.
Question 2.
Attitude
ANSWER
One's Immediate disposition toward a concept or an object.
Question 3.
Contact Point
ANSWER
The physical location to which a customer goes to obtain a service, e.g. Clinic, Sick Bay, Finish
Facility, Post Office.
Question 4.
Healthcare Communication
ANSWER
Communication methods and strategies within the healthcare team used to inform individuals
about health care facts and best practices, with the goal of improving patient health outcomes.
Question 5.
Empathy
ANSWER
The ability to imagine oneself in another's place and understand the other's feelings, desires,
ideas, and actions.
,Question 6.
Nonverbal Communication
ANSWER
Communication without the use of spoken language, Facial Expressions, Body
Movement/Posture, Gestures, Eye Contact, Touch, and Voice
Question 7.
Refers to the exchange of information between two or more people and consists of four basic parts:
The sender, the message, the receiver, and feedback.
ANSWER
The communication process
Question 8.
Empathy
ANSWER
An expressed interest of concern regarding the problems, emotions, or states of mind of
another.
Question 9.
Feedback
ANSWER
Response given by the receiver here are Two types of communication, Verbal and Nonverbal
Question 10.
True/False (True)
ANSWER
there are Two types of communication, Verbal and Nonverbal
,Question 11.
Verbal Communication
ANSWER
Occurs when we engage in speaking with others, it can be face-to-face, over the telephone, or
via audio/visual means.
Question 12.
Is understanding the emotion and intentions behind the information
ANSWER
Effective communication
Question 13.
Nonverbal communication II
ANSWER
Facial Expressions, Body Movement, Gestures, Voice.
Question 14.
Barriers to effective communication
ANSWER
Physiological, Physical, Psychosocial
Question 15.
Physiological Barriers
ANSWER
Sensory dysregulation such as speech impairments
Question 16.
Physical barriers
ANSWER
elements in the environment such as noise
, Question 17.
Active Listening
ANSWER
Make eye contact with the customer, nod when appropriate and give small verbal comments
like "yes" and "huh"
Question 18.
Active Listening II
ANSWER
Offer Feedback, reflecting on what was said
Question 19.
Active Listening III
ANSWER
Ask for clarification
Question 20.
Answering the phone should sound like?
ANSWER
Good morning, Radiology department, Hospitalman Smith speaking, how may I help you Sir,
Ma'am. or Chief?
Question 21.
What do you do before placing a caller on hold
ANSWER
Ask before you put someone on hold.
Question 22.
SECNAV M-5216.5
ANSWER
Avoid Quotes, Pictures, Texting language, emoticons, all CAPS and slang.
ANSWERS
Question 1.
Client or Patient
ANSWER
Anyone for whom a service requiring some degree of confidentiality is provided.
Question 2.
Attitude
ANSWER
One's Immediate disposition toward a concept or an object.
Question 3.
Contact Point
ANSWER
The physical location to which a customer goes to obtain a service, e.g. Clinic, Sick Bay, Finish
Facility, Post Office.
Question 4.
Healthcare Communication
ANSWER
Communication methods and strategies within the healthcare team used to inform individuals
about health care facts and best practices, with the goal of improving patient health outcomes.
Question 5.
Empathy
ANSWER
The ability to imagine oneself in another's place and understand the other's feelings, desires,
ideas, and actions.
,Question 6.
Nonverbal Communication
ANSWER
Communication without the use of spoken language, Facial Expressions, Body
Movement/Posture, Gestures, Eye Contact, Touch, and Voice
Question 7.
Refers to the exchange of information between two or more people and consists of four basic parts:
The sender, the message, the receiver, and feedback.
ANSWER
The communication process
Question 8.
Empathy
ANSWER
An expressed interest of concern regarding the problems, emotions, or states of mind of
another.
Question 9.
Feedback
ANSWER
Response given by the receiver here are Two types of communication, Verbal and Nonverbal
Question 10.
True/False (True)
ANSWER
there are Two types of communication, Verbal and Nonverbal
,Question 11.
Verbal Communication
ANSWER
Occurs when we engage in speaking with others, it can be face-to-face, over the telephone, or
via audio/visual means.
Question 12.
Is understanding the emotion and intentions behind the information
ANSWER
Effective communication
Question 13.
Nonverbal communication II
ANSWER
Facial Expressions, Body Movement, Gestures, Voice.
Question 14.
Barriers to effective communication
ANSWER
Physiological, Physical, Psychosocial
Question 15.
Physiological Barriers
ANSWER
Sensory dysregulation such as speech impairments
Question 16.
Physical barriers
ANSWER
elements in the environment such as noise
, Question 17.
Active Listening
ANSWER
Make eye contact with the customer, nod when appropriate and give small verbal comments
like "yes" and "huh"
Question 18.
Active Listening II
ANSWER
Offer Feedback, reflecting on what was said
Question 19.
Active Listening III
ANSWER
Ask for clarification
Question 20.
Answering the phone should sound like?
ANSWER
Good morning, Radiology department, Hospitalman Smith speaking, how may I help you Sir,
Ma'am. or Chief?
Question 21.
What do you do before placing a caller on hold
ANSWER
Ask before you put someone on hold.
Question 22.
SECNAV M-5216.5
ANSWER
Avoid Quotes, Pictures, Texting language, emoticons, all CAPS and slang.
