What do physical capabilities, environment, emotions and skill in speech mechanics all influence?

Quiz 2
Your answers are automatically saved. You may stop at any time and finish the quiz/exam later.
Determine if the statement is true or false.
1. When your computer is not in use, the screen should go blank after a moment, and you should be required to log in again when you return.

A. True

B. False
Worth 5 points
2. Ill try is a phrase that blocks communication.

A. True

B. False
Worth 5 points
3. Its not necessary to verify the identity of the person on the phone before releasing healthcare data over the phone as long as you are using the patients cell phone number.

A. True

B. False
Worth 5 points
4. A highly valued skill is to display grace under pressure, and remain professional with an irate patient.

A. True

B. False
Worth 5 points
5. Attempting to multi-task while on the phone is a great idea.

A. True

B. False
Worth 5 points
6. Open office hours mean a person cannot walk into an office without an appointment.

A. True

B. False
Worth 5 points
7. The first ten seconds of each call can leave a lasting impression of you and your organization.

A. True

B. False
Worth 5 points
8. When you take a message you only need the name and contact number.

A. True

B. False
Worth 5 points
9. A good speaking voice is balanced in the areas of volume, tone, rate and vocal variety.

A. True

B. False
Worth 5 points
10. When a patient chart is kept beside exam room doors, make sure to turn the chart so that the patients name faces the wall.

A. True

B. False Select the best answer from the choices provided. Each item is worth 5 points.
Worth 5 points
Select the best answer from the choices provided.
11. When answering the phone, what type of impressions should you leave with the caller?

A. Neutral

B. Positive

C. Negative

D. Tired
Worth 5 points
12. Which is an appropriate greeting?

A. Weston Medical. This is Jane.

B. Good morning! This is Jane. How can I help?

C. Weston Medical Clinic. This is Jane. How can I help?

D. Thank you for calling Weston Medical Clinic. How can I direct your call?
Worth 5 points
13. What do physical capabilities, environment, emotions and skill in speech mechanics all influence?

A. Energy

B. Confidence

C. Vocal quality

D. Vocal clarity
Worth 5 points
14. What does telephone communication lack?

A. Energy

B. Volume

C. Active listening

D. Nonverbal communication
Worth 5 points
15. Which is not a way to communicate with international patients?

A. Speak loudly and slowly

B. Speak slowly and clearly

C. Simple patience and tolerance
Worth 5 points
16. How do you get a lower, smoother voice?

A. Smile while speaking

B. Speak from low in the diaphragm

C. Speak from the upper part of the chest
Worth 5 points
17. When the phone rings what should you do?

A. Continue to multi-task.

B. Stop what youre doing.

C. Avoid using the persons name as thats too informal.
Worth 5 points
18. What should you do when patients come in for an appointment?

A. Use first and last names to notify the patient the doctor is ready.

B. Ask them to sign their names on a master list at the front counter.

C. Check them in on an appointment sheet kept behind the reception desk.
Worth 5 points
19. Which is the correct way to put someone on hold?

A. Please hold. Thank you.

B. Weston Medical. Please hold.

C. Weston Medical. This is Jane. Could you please hold? [wait for answer] Thank you.
Worth 5 points
20. Which is not a good way to deal with difficult patients?

A. Remain calm.

B. Avoid criticizing and being defensive.

C. Refuse to listen until they calm down.

D. Listen carefully to what the person says and what is behind the words.
Worth 5 points

Quiz 3
Your answers are automatically saved. You may stop at any time and finish the quiz/exam later.
Select the best answer from the choices provided. Use your flashcards to answer these questions.
1. Words are often made up of smaller _____.

A. prefixes

B. word parts

C. medical terms

D. sentences
Worth 5 points
2. The foundation of a word is called a _____.

A. a root word

B. words base

C. suffix

D. prefix
Worth 5 points
3. Word parts can be called the _____ of words.

A. ladders

B. building blocks

C. root words

D. grammar
Worth 5 points
4. A word part that is attached to the end of a word is a _____.

A. box car

B. prefix

C. combining vowel

D. suffix
Worth 5 points
5. A prefix is found at the _____ of a word.

A. end

B. middle

C. beginning

D. none of the above
Worth 5 points
6. In many medical terms, the _____ joins a root word to a suffix.

A. prefix

B. apostrophe

C. locomotive

D. combining vowel
Worth 5 points
7. If driver means a person who drives, what does swimmer mean?

A. To swim again

B. To swim past

C. A pe

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