Module 12: Communication and Customer Service

The Communication Cycle

Integrate a sender, receiver and, message

Characteristics of active listening

Remaining nonjudgmental, positive body language and allowing time to digest words and intended message

Communication styles

Assertive, passive, aggressive, manipulative

Characteristics of assertive communication

Proper eye contact and body language with a respectful volume of voice

Characteristics of 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

Examples of open-ended questions

“How are you feeling today?”

“How long have you had the symptoms?”

“Has the degree of pain increased and decreased over time?”

Examples of closed-ended questions

“What is your current address?”

“What is your date of birth?”

“What is your insurance group number?”

Forms of nonverbal communication

Eye contact

Facial expressions

Posture

Haptics or touch

Gestures

Personal space

Charateristics of psychosocial care

Providing psychological, social and spiritual care through therapeutic communication and cultural sensitivity

Five Ps of telephone etiquette

Polite

Prepared

to the point

Perceptive

cooPerative

Letter styles

Full block, modified block, mortified block format with indented paragraphs, simplified format

Aspects of professionalism

Behaviors

Apperance

Communication

Voice: tone, attitude and word selection

Written

Work ethic

Relationships

Which of the following actions positively contributes to teamwork and engagement of the team members?

Preforming individual responsibilities and overall tasks

A MA is assisting with preparing a patient for their appointment by asking questions. Which of the following is a closed-ended question?

who is your employer?

Which of the following actions should a medical assistant take when communicating with patients on the phone?

Enunciate words

A medical assistant should recognize that which of the following characteristics describe kinesthetic communicator?

they tend to communicate by using their hands

A medical assistant is speaking with a patient who is being treated for kidney disease. one of the possible treatments is a kidney transplant, and the patient is refusing that option. which of the following actions should the assistant take?

Respect the patient’s wishes and answer any questions or concerns

The daughter of an adult patient has called to discuss the treatment plan for their parent. Which of the following actions should the medical assistant take?

Confirm the patient’s daughter is listed on the signed release of information form

Which of the following actions assists with increasing patient satisfaction

Have the patient complete patient satisfaction surveys after their appointment

A MA is speaking with a medical provider about correspondence that will be written for a patient. Which of the following factors applies to the communication process between the assistant and provider?

complex medical terms may be used

A medical assistant is assisting to prepare for an upcoming virtual visit for chronic pain management. Which of the following is an important proactive measure to perform in preparation of the visit?

Check that audio and visual components are working properly

A medical assistant is having a discussion with a patient who arrived late for their appointment and is upset that they are being requested to reschedule it. Which of the following actions should the assistant take to try to de-escalate the situation

Allow the patient to vent the reason for tardiness

A MA is working to de-escalate a conversation with a patient who is upset about receiving a statement of their account with a balance due. The patient then begins to calm down and asks questions that indicate a better understanding. Which of the following actions should the assistant take following the conversation?

Document the conversation in the patient’s medical record

A MA is speaking with a patient who came in for management of diabetes. the assistant is giving the patient information about a diabetic diet. which of the following is a goal of the therapeutic communication in this situation?

to encourage and support

Which of the following is a true statement regarding patients who utilize virtual visits?

they rely more on the words being said

Which of the following should a medical assistant recognize as the purpose of using a template?

Templates guide the writer in using the proper format

A medical assistant is speaking with an older adult patient regarding how to increase their appetite. Which of the following considerations should the assistant make when speaking with the patient?

Speak clearly and maintain proper eye contact

Which of the following characteristics demonstrates a professional attitude as a MA?

Good work ethic

Which of the following is a component of active listening skills?

paraphrasing what is being said

which of the following is included in risk management for a healthcare organization?

ensuring a safe enviornment

Which of the following vocal traits should be used when speaking with patients over the telephone?

Speak using a warm and natural tone

A MA is speaking with a patient who is unhappy with the medical services they received. the patient feels that their needs were not met and demands that the medical provider see them again. the schedule is full, and it is not possible to fit the patient in today. Which of the following actions should the assistant take?

Inform a supervisor of the situation and ask them to assist