Module 12- Communication and
Customer Service Questions with
complete solution
communication - correct answer Sending and receiving information, thoughts,
or feelings through verbal words, written words, or body language.
nonverbal communication - correct answer Communication that occurs
through expressive behaviors and body language rather than oral or written
words.
professionalism - correct answer The attitude, behavior, and work that
represent a profession.
What are some ways a MA can help to ensure that a patient is satisfied with
their health care experience? - correct answer A medical assistant can
display a positive, professional attitude towards each patient. Provide
excellent communication and listen to patient concerns. Engage with each
patient respectfully. Inform patients about delays. Respect patient privacy.
Develop rapport with patients. Provide a clean and safe environment. Ask
patients to provide feedback.
Communication Cycle - correct answer Effective communication is a tool
used in all aspects of the medical experience and includes all vested
members (medical professionals, third-party payers, patients). The
communication cycle integrates a sender, a receiver, and a message. The
communication is effective when the message is sent and received with the
intended purpose.
,therapeutic communication - correct answer Interaction between a patient
and a medical professional focused on improving the physical and emotional
well-being of the patient.
active listening - correct answer Engaging with the sender regarding the
message and the intended interpretation (e.g., focus solely on the
conversation, do not interrupt, confirm the message speaker has said, be
respectful and professional).
Oral, Telephone, Email, and Text Communications - correct answer
Communication types and styles will have a direct impact on the sending and
receiving of the intended message. The communication style being used may
depend upon the reason for the communication or the intended purpose and
can be a blended combination of styles. The communication style being used
by the sender may also determine the receiver's response or action.
Assertive. - correct answer This is the ideal communication style in health
care. Assertive communication is a firm and direct style of communication. It
includes proper eye contact and body language with a respectful volume of
voice.
Passive. - correct answer This style is more submissive. Individuals that use
this communication style will use a quiet, soft voice and may display
hesitancy. Approach this style with a more assertive response.
Aggressive. - correct answer This style is abrasive in words and body
language. Individuals that use this style tend to allow for minimal personal
space and use loud and fast gestures. Communicating with someone using
the aggressive style can feel intimidating. Respond calmly and never try to
match a level of aggression.
, Manipulative. - correct answer This style does not tend to be effective, as it is
not a genuine communication—it can be very one-sided with ulterior motives.
This style can feel patronizing.
Visual communicators - correct answer use pictures and prefer seeing
information in writing. Visual communicators tend to move their hands and use
facial expressions. Body language can often say more about the message
than the words being used.
Auditory communicators - correct answer use the skills of listening when
comprehending the message.
Kinesthetic communicators - correct answer tend to focus on hands-on
learning.
Which of the following communication styles is ideal for health care? - correct
answer Assertive
Which of the following communication styles is patronizing? - correct answer
Manipulative
feedback - correct answer Information relayed to the message sender
regarding how the message was received and interpreted.
Interviewing and Questioning Techniques - correct answer Ask clear and
professional questions when interviewing a patient. Screening questions can
be used to determine the medical needs when scheduling appointments and
to determine the reason for an office visit. These questions can be asked in an
open or closed form. To obtain more information from a patient, ask probing
questions—open-ended questions that ask general information to start a
conversation. For example, "Can you explain how this happened?"
Customer Service Questions with
complete solution
communication - correct answer Sending and receiving information, thoughts,
or feelings through verbal words, written words, or body language.
nonverbal communication - correct answer Communication that occurs
through expressive behaviors and body language rather than oral or written
words.
professionalism - correct answer The attitude, behavior, and work that
represent a profession.
What are some ways a MA can help to ensure that a patient is satisfied with
their health care experience? - correct answer A medical assistant can
display a positive, professional attitude towards each patient. Provide
excellent communication and listen to patient concerns. Engage with each
patient respectfully. Inform patients about delays. Respect patient privacy.
Develop rapport with patients. Provide a clean and safe environment. Ask
patients to provide feedback.
Communication Cycle - correct answer Effective communication is a tool
used in all aspects of the medical experience and includes all vested
members (medical professionals, third-party payers, patients). The
communication cycle integrates a sender, a receiver, and a message. The
communication is effective when the message is sent and received with the
intended purpose.
,therapeutic communication - correct answer Interaction between a patient
and a medical professional focused on improving the physical and emotional
well-being of the patient.
active listening - correct answer Engaging with the sender regarding the
message and the intended interpretation (e.g., focus solely on the
conversation, do not interrupt, confirm the message speaker has said, be
respectful and professional).
Oral, Telephone, Email, and Text Communications - correct answer
Communication types and styles will have a direct impact on the sending and
receiving of the intended message. The communication style being used may
depend upon the reason for the communication or the intended purpose and
can be a blended combination of styles. The communication style being used
by the sender may also determine the receiver's response or action.
Assertive. - correct answer This is the ideal communication style in health
care. Assertive communication is a firm and direct style of communication. It
includes proper eye contact and body language with a respectful volume of
voice.
Passive. - correct answer This style is more submissive. Individuals that use
this communication style will use a quiet, soft voice and may display
hesitancy. Approach this style with a more assertive response.
Aggressive. - correct answer This style is abrasive in words and body
language. Individuals that use this style tend to allow for minimal personal
space and use loud and fast gestures. Communicating with someone using
the aggressive style can feel intimidating. Respond calmly and never try to
match a level of aggression.
, Manipulative. - correct answer This style does not tend to be effective, as it is
not a genuine communication—it can be very one-sided with ulterior motives.
This style can feel patronizing.
Visual communicators - correct answer use pictures and prefer seeing
information in writing. Visual communicators tend to move their hands and use
facial expressions. Body language can often say more about the message
than the words being used.
Auditory communicators - correct answer use the skills of listening when
comprehending the message.
Kinesthetic communicators - correct answer tend to focus on hands-on
learning.
Which of the following communication styles is ideal for health care? - correct
answer Assertive
Which of the following communication styles is patronizing? - correct answer
Manipulative
feedback - correct answer Information relayed to the message sender
regarding how the message was received and interpreted.
Interviewing and Questioning Techniques - correct answer Ask clear and
professional questions when interviewing a patient. Screening questions can
be used to determine the medical needs when scheduling appointments and
to determine the reason for an office visit. These questions can be asked in an
open or closed form. To obtain more information from a patient, ask probing
questions—open-ended questions that ask general information to start a
conversation. For example, "Can you explain how this happened?"
