Question

1. identify barriers to communication

crossword
across

1. type of terminology that may not be understood by patients or their families
2. types of questions that should be asked because they elicit more than a “yes” or “no” answer
3. phrases used over and over again that do not really mean anything

down

1. type of language, along with gestures and facial expressions, that is part of nonverbal communication
2. being this way and difficult to understand when patients are bitter and taking time to listen helps promote better communication.
3. mas cannot offer opinions or give this because it is not within their scope of practice.
4. mas should not ask this when patients make statements because it often makes people feel defensive.
5. along with profanity, these types of words and expressions should not be used by mas.
6. which of the following is an example of a confusing or conflicting message (saying one thing and meaning another)?

(a) mr. carter smiles happily and tells the medical assistant his new medication is helping him a lot.
(b) mrs. sanchez looks like she is in pain. when the medical assistant asks her about it, mrs. sanchez tells her that her back has been bothering her.
(c) ms. jones agrees with the medical assistant when she says it is a nice day, but ms. jones looks upset.
(d) mr. lee will not look up from the floor. he says he is a little depressed.

1. in the previous question, how could the medical assistant clarify the confusing or conflicting message?

(a) tell the person that the ma knows they are not telling the truth
(b) ignore the conflicting message and accept what the person has said
(c) ask the person to repeat what they just said
(d) state what the ma has observed and ask if the observation is correct
short answer
state whether each behavior below sends a positive message or a negative message to the receiver. write p for positive and n for negative.

1. ___ using an impatient tone
2. ___ smiling
3. ___ leaning forward in a chair
4. ___ glancing repeatedly at a watch
5. ___ sitting up straight
6. ___ slouching
7. ___ crossing arms in front of the body
8. ___ listening carefully
9. ___ nodding the head
10. ___ rolling eyes

Explanation:

1. A confusing or conflicting message occurs when words and non - verbal cues don't match. In option C, Ms. Jones says it's a nice day but looks upset, showing a conflict.
2. To clarify a confusing message, stating the observed non - verbal behavior and asking for confirmation helps. Option D does this.
3. An impatient tone is negative (N) as it can make the receiver feel unvalued.
4. Smiling is positive (P) as it conveys friendliness.
5. Leaning forward shows interest, so it's positive (P).
6. Glancing repeatedly at a watch gives an impression of being in a hurry or disinterested, so it's negative (N).
7. Sitting up straight can convey attentiveness, so it's positive (P).
8. Slouching can seem lazy or disinterested, so it's negative (N).
9. Crossing arms can be seen as defensive, so it's negative (N).
10. Listening carefully is positive (P) as it shows engagement.
11. Nodding the head shows agreement or understanding, so it's positive (P).
12. Rolling eyes is negative (N) as it shows disdain or impatience.

Answer:

1. C. Ms. Jones agrees with the medical assistant when she says it is a nice day, but Ms. Jones looks upset.
2. D. State what the MA has observed and ask if the observation is correct
3. N
4. P
5. P
6. N
7. P
8. N
9. N
10. P
11. P
12. N