Ch. 16 The Communication Process

The ability of healthcare professionals to communicate effectively is as important as their technical skills.

• True

• False

Facial expressions are frequently better indicators of a person's true feelings than his or her spoken words.

• True

• False

Gossip is okay if done in private and doesn't hurt anyone's feelings.

• True

• False

Serious legal problems can result if a healthcare professional touch a patient in a way that the patient believes is not appropriate.

• True

• False

When communicating with individuals who have Alzheimer's Disease, it is a good strategy to confront and correct them if what they say is incorrect or doesn't make sense.

• True

• False

Many employers report that a major weakness among new employees is their poor telephone skills.

• True

• False

The same methods of communication can be used with patients of all ages.

• True

• False

Communication is considered successful when:

• the sender speaks clearly

• the message has an important purpose

• the message is correctly interpreted by the receiver

• the receiver agrees with the message

One of the many oral communication skills needed by the healthcare professional, the MOST important for building effective patient relations is:

• Using medical terminology correctly

• planning messages in advance

• listening actively

• using feedback appropriately

The best way to respond to a patient who jokes about being an "old cripple" due to injuries suffered in a car accident is to :

• ignore the remark

• tell him he shouldn't refer to himself in this way

• laugh along with him

• listen carefully to determine if this is a contradictory message