An adoptive coping skills where an individual stays organized is

planning

Dr. John M. Purvis suggests using four Es to engage the child in health care matters. The four Es are

Encouragement, Empathy, Enlistment, & Education

Which of the following steps should be used when trying to diffuse & resolve a matter with a difficult or uncooperative patient?

let the patient vent

When coaching a patients on health care needs, you must first assess the patients ability to comprehend the instructions, keeping in mind cultural diversity, developmental life stages & communication ________

Barriers

Which of the following is best practice when coaching patients by providing patient education

adapt communication based on the patients individual needs

issues such as medication errors, coworkers tardiness or patients complaints should be brought to the attention of

the clinic manager

which of the following phrases can be help resolve conflict

i understand what you're saying

in order to overcome communication barriers in a medical offices hold regular meetings for

all employee

if conflict arises between you & another employee, you should first address it with

the coworker

in the communication cycle, the intended target of the messages is the

receiver

which of the following is true about scheduling an interpreter for your patients

arrange for the services in advance of the patients visit

in order to work with culturally diverse patients, the medical assistant must have an understanding of heredity, cultural & _________ influences on behavior

environmental

Which of the following is important in communicating with pediatric patient

the language you use

forcing painful ideas or impulses into the subconscious is known as

repression

Which of the following factors may implied the communication process with a geriatric patient

decline in memory

a form a patient signs that authorizes other individuals to receive info regarding the patients care is called a ____________ form

confidential communication preference

within the ambulatory setting, which of the following keeps patients healthier, keeps medical conditions from worsening, & can reduce the need for hospitalization

patient education

when coaching a patient on disease prevention, which of the following should be documented after a patient education session

date, time & topic

The defense mechanism where an individual justifies their behavior with socially acceptable reasons is

rationalization

which term is defined as " to afford the opportunity to examine behaviors & interactions, act as a verbal 'mirror' & restate what the patient has said for clarification by all parties

reflective communication

A medical assistant has a stressful day at work but holds back strong feeling of frustration & then later direct the pent-up anger at a family member at home. This is an example of

displacement

which of the following is the proper way to greet an older patient in the office?

"Good morning, Mr. Gonzales"

which of the following is an example of coaching a patient as it relates to health maintenance

The MA calls the patient to schedule a mammogram

patient coaching & education in the ambulatory setting keeps patients healthier & medical conditions from worsening & can reduce the need for

hospitalization

services available for those patients who speak english as a second language are known as

interpreter services

a patient who is grimacing & wincing would be communicating in which of the following styles

nonverbally

a patient was recently diagnosed with a terminal illness. The patient exhibits little emotion about the diagnosis, but spends hours researching the illness & end-of-life care. Which defense mechanism are they likely using

intellectualization

all the following are examples of body language except

tone of voice

which of the following would convey a positive attitude

smile

which of the following is an action included in active listening

repeating information given by the patient

which of the following of maslows stages describes being a problem solver with a great emphasis on family & long-term relationships

self-actualization

deep breathing, diet & exercise & journalling are which type of coping skills

adaptive

which of the following is not one of the stages of grief according to Dr. Elisabeth kubler-ross

perservance

which of the following is key to patient compliance when providing patient-education

information

which of the following communication style is when individuals clearly state their rights & needs without violating the rights of others

assertive