MA MOD B wk 1

The vocabulary of a particular profession is called:

• salutation.

• monotone.

• jargon.

• enunciation.

Active listening involves:

• being present in the moment.

• focusing solely on the conversation.

• confirming what the speaker has said.

• All are correct

Which of the following types of communication tools can be used to record verbal messages?

• Voice mail
• Fax

• E-mail 

• Call waiting

Which of the following types of communication tools is best for two-way communication?

• Voice mail 

  
  

•  Fax

• Pager

• Cell phone

Pitch is:

• the choice of words.

• the depth of a tone or sound.

• the quality of being clear.

• a change in pitch.

When a patient calls with a complaint:

• use an approach similar to that for angry callers.

• find the source of the problem.

• present options of solutions to the patient.

• All are correct

Which of the following is not correct with regard to ending a call?

• Closing the conversation with some form of “goodbye”

• Hanging up before the caller

• Discouraging inappropriate chatting

• Thanking the person for calling

Which of the following is essential to active listening?

• Listen to what the speaker is saying.

• Listen to nonverbal clues.

• Interpret what the message is.

• Restate the message.

• All are correct

Which of the following calls is considered urgent, but not an emergency?

• Symptoms of chest pain

• Severe allergic reactions

• Animal bite

• Broken bones

How long are records of telephone messages retained?

• The same period that the statute of limitations runs for medical professional liability cases

• 5 years

• 7 years

• 1 week