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108 Cards in this Set
- Front
- Back
What is defined as the exchange of information by sending and receiving messages, which results in understanding between the sender and the receiver?
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communication
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What are the five elements of communication? (any order)
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sender, message, channel of transmission, receiver, and response.
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What is defined as a specialized or technical language of a trade, a profession, or a group of people?
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jargon
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What is defined as a nonstandard vocabulary used and understood by a small group of people?
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slang
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What are words called that sound alike yet may have a different meaning to the receiver than was intended by the sender?
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homonyms
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What is defined as an intentional effort to hear a message and understand its meaning?
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active listening
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What is defined as weakness or paralysis of muscles of the lips, tongue, and throat due to brain damage from a stroke or accident?
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dysarthria
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What is a language disorder, due to brain damage, in which the client has difficulty saying what he/she is thinking and wants to say?
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expressive aphasia
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What is a language disorder, due to brain damage, in which the client cannot understand what
is being said to him/her either through written or spoken word and gestures? |
receptive aphasia
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What is defined as a passive awareness of sound?
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hearing
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How should you answer the telephone at work?
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identify the department (any order)
identify yourself by first and last name state your title |
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Listening, speaking, writing, collaboration, problem solving, and decision-making are essential to what?
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effective communication
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As a new employee you may be assigned to learn from a wise and trusted counselor, teacher, tutor, coach or advisor. What is this person called?
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mentor
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Active listening focuses on what ability?
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concentration
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What is defined as an appraisal of the whole person to establish a baseline and determine the client's potential and his need for help?
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assessment
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What is the desired end results, or what one hopes to accomplish, either short or long term, called?
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goals
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What is defined as practice of noting and recording facts and events by the health care worker utilizing his or her senses?
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observation
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How should you sign your name on the medical record?
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The first initial, last name and title
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To correct an error in documentation the health care worker should do what?
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Draw a single line through the error
Print the word error, and sign your initials |
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What is the correct way to write the international time for 12 midnight?
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2400
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What is the correct way to write the international time for 12:30 A.M.?
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0030
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What is the correct way to write the international time for 7:00 P.M.?
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1900
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Legal documentation of observations, directions given for care, and recordings of actual care given to the patient are contained in the patient's:
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medical record
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What is the name of the part of a computer that is used to type information onto the display screen?
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keyboard
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What are the lists of information or files that can be opened, created, or edited on a computer disk referred to as?
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menus
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What are the pictures on the display screen that represent different functions referred to as?
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icons
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What is a card file with a summary of information found in the client's chart called?
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kardex
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Messages sent without the use of language or words is called?
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nonverbal communication
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Messages sent using spoken words is called?
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Verbal communication
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The term for the reply which shows that a message was received is called?
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feedback
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A frown on a clients face is what type of communication?
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nonverbal
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When answering the phone at a place of business, you should answer the phone by which ring?
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the second
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What information should you note when taking a telephone message? (any order)
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name of caller, phone number, date, time, and message
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When screening phone calls for your boss, what would be a good question to ask after you know who is calling?
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May I ask what this is regarding?
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Changing the subject, frequent interruptions, or seeming to be too busy affects communication by:
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creating barriers
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What term denotes the "pitch" of the voice?
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inflection
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The ability to identify with and understand another person's feelings, situation, and motives is called:
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empathy
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Having the ability to say or do the kindest or most fitting thing in a difficult situation is:
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tact
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What communication career tests for speech, language and voice disorders and provides a treatment program to restore or develop the patient's speech communication skills?
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speech therapist
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Receiving information necessary to give informed consent prior to the start of any procedure or treatment is guaranteed under what policy?
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patient's rights
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The sender of information must deliver a message in a clear and concise manner for good communication. Name two skills that are essential for this to take place:
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pronunciation and grammar
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Name three types of disabled individuals who might experience difficulty receiving messages and communicating information accurately.
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(any order) hearing impaired, visually impaired, language barriers
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Name three methods to assist individuals who have difficulty receiving information because of a hearing or visual impairment or language barrier.
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(any order) repeat the message, change the form the message is transmitted, utilize an interpreter
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If a patient does not understand the information being given, what should the health care worker do?
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ask questions and repeat the information in different terms
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The following dialogue is an example of what therapeutic communication technique?
The patient states: "I'm not worried about my diagnosis" The Health Care Worker responds: "You are not at all worried about your diagnosis?" |
reflection
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The ability to understand the basics of how the computer works and the applications used in a field or profession is called what?
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computer literacy
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What is an electronic system that can rapidly communicate in graphics, numbers, words, and sound?
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a computer
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Machines that can scan a document and read the printed text are called:
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optical scanners
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Programs in a computer that are not permanent because data can be stored, changed, and/or retrieved are called RAM. What does RAM stand for?
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random access memory
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A MRI is a computerized body-scanning device. What does MRI stand for?
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magnetic resonance imaging
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What new communication tool combines the advantage of video with the advantages of computer-assisted instruction to provide a learning medium?
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interactive video
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Name three important components of a trusting relationship. (any order)
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confidence, dependability, and confidentiality
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What is another term for questions that lead the patient to explore his or her thoughts or feelings?
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open-ended questions
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A therapeutic communication technique which encourages the speaker to continue talking about a subject is called:
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a general lead
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What is the science of speech and pronunciation?
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phonetics
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When answering the phone at work, who do you represent?
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the facility
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When communication is taking place, what helps to make meanings clear and avoids misunderstandings?
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clarifying
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What is the small device that sits on a desktop and controls the cursor and creates graphics?
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mouse
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The computer components include the keyboard, central processing unit, disk drive and monitor with display screen. These are called what?
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Hardware
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What type of questions make a person defensive?
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questions that begin with why
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What is a universal language that does not depend on words to understand the message?
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music
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What influences the way people view themselves and other people, and affects the way they interact with others?
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cultural and ethnic background
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If you are open to someone whose beliefs are not the same as yours, you are considered to be what?
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non-judgmental
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What chart document offers a visual view of a patient's vital signs over a number of days?
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graphic sheet
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What component of a computer processes the input and performs the operations of the computer by following instructions in the software?
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central processing unit
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How is confidentiality of patient information on a computer strictly enforced?
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by the use of passwords
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What method does the hospital computer system use to control inventories and patient charges for hospital supplies?
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bar coding
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What age group does not always communicate with words, and therefore necessitates that you pay attention and respond to their body language?
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children
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Preconceived ideas and negative opinions that might affect a person's relationship with others is known as:
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prejudices
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The one element that influences your relationship with others, how you act toward others, how they act toward you, and affects your communication is called:
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attitude
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During a business phone conversation, to insure that the caller has completed the information, who should end the call?
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allow the caller to hang up first
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What do most health care facilities have in place to allow employees to rectify real or perceived problems?
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a grievance procedure
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What term refers to the total of all the ideas, beliefs, values, attitudes, and objects that a group of people possess and their customs?
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culture
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What term is used to illustrate the existence of distinct differences in customs and beliefs between groups in a society?
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cultural diversity
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An attitude by some that their cultural ways of doing things are superior to other groups is called:
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ethnocentrism
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What action is being practiced when rights and privileges are withheld from those of another cultural group?
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discrimination
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Having a fixed notion that everyone in a particular group is exactly the same is known as what?
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stereotyping
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What term implies trite or pat answers which tend to minimize the significance of the patient's feelings?
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reassuring clichés
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Senses affect communication. What does the term "sensory" apply to?
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sight, hearing, touch, taste, and smell. (any order)
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Name three actions to be taken by the health care provider to allow for better communication with the hearing-impaired.
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speak slowly and clearly (any order)face the patient
reduce background noise |
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If you phrase a question so that the patient will answer "yes" or "no" it tends to do what to communication?
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end communication
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The movement of a body part to give emphasis to what is being said is called what?
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a gesture
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What type of communication uses hand and mouth/lip gestures to exchange words and meanings to people who cannot hear?
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sign language
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If a patient cannot understand the spoken language, they have a right to what?
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an interpreter
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What medium helps persons who are blind communicate through the use of touch?
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Braille
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To maintain patient privacy when faxing a medical record the health care worker should do what?
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have the patient sign a release of information form and complete a cover letter (any order)
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When a team suggests options for a solution to a problem without regard to practicality, they are practicing what?
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brainstorming
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If you have a problem with a co-worker what are the first two steps you should take?
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Go to that person and discuss matter. If not satisfied go to your immediate supervisor. (answer must be exact)
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In the TQM process, a communication tool for teams initiated by the Quality Council identifies guidelines, structure and available resources is called:
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team charter
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In the TQM process, who provides team members the required time to perform team responsibilities, information and resources?
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management team
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In the TQM process, who oversees the implementation of the Quality Master plan, allocation of resources, and quality improvement progress?
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quality council
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Name three tools typically used by TQM teams.
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(any order) flow charts, fishbone diagrams, storyboards
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A group of people joined in a cooperative activity are called a what?
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team
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Understanding that different departments have different goals, what would be the most important tool needed to achieve team unity?
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communication
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A common reason for a person to lose a job is because of what?
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failure to be a team player
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What is breaking down old corporate barriers and allowing information to be shared instantly across departments, thus improving teamwork?
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computers
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Having integrity and a keen sense of right and wrong or adherence to principles considered right is an important aspect for every team member. This is called what?
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honor
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You need to develop special skills to cope with differing opinions and ideas when you are part of a team. A positive process of reaching a mutual agreement is called what?
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negotiation
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To help a disadvantaged student be part of a team, other team members might do what?
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volunteer to be a peer tutor
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When working with a visually impaired team member what should you do when initiating a verbal message to make him or her realize you are addressing him or her?
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call the person by name
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A person who guides the team is called the team:
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leader
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A team member who constantly annoys and disturbs other team members is said to be:
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harassing
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Cultural diversity refers to the blending of many people from different cultures who are involved in a like activity or setting. Name four differences that might be exhibited.
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gender, race, age, religion, ethnicity, dress, politics, diet
(any four of the eight, in any order is acceptable) |
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A process that emphasizes continuous improvement with regards to quality production and customer satisfaction is called what?
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total quality management
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Every team member has distinguishing features or qualities. These are called:
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traits
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A team member who relates well to others, responds appropriately as the situation requires, and takes an interest in what others say and do is said to be:
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social
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The impression a person makes on others is called:
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image
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Having a professional standing, techniques, attributes or ethics as an individual or in a team is said to show one's:
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professionalism
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