Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
15 Cards in this Set
- Front
- Back
|
Which of the following is not an example of communication? |
All of the a above are examples of communication The words you speak The words you write non-verbal expressions you use. |
|
|
Central service technicians who do not think they are being treated appropriately by their employer should: |
Discuss the situation with their supervisor |
|
|
Behavior relating to what is "right and wrong" relative to the standards of conduct for your profession are called: |
Ethical behavior |
|
|
A step in communication that occurs when a listener asks a question is called: |
Feedback |
|
|
Which of the following statements is true? |
None of the above statements is true.
We only communicate when we want to Words mean the same to everyone A message should contain all possible information |
|
|
When speaking, you should: |
Concentrate on the listener rather than oneself |
|
|
Which of the following basic listening tactics is most useful? |
None of the above tactics is a useful listening tactic Try to listen only for specific facts. Ignore any non-verbal communication "sent" by the speaker. Focus on the delivery of the message rather than its content. |
|
|
Which of the following questions is open-ended? |
"What problems do you most frequently encounter on the job?" |
|
|
Which of the following is the most important factor necessary for teamwork? |
Attitude |
|
|
Which of the following statements is correct? |
Informal work groups develop an informal communication system called the grapevine |
|
|
A group of employees from different departments within the healthcare facility that work together to solve operating problems is called a: |
Cross-functional team |
|
|
Which of the following is true about valuing diversity effort? |
None of the above statements is correct It"happens" because top-level officials require it. It occurs because a central service director desires it. It is a"program" in which committee "decides what to do" |
|
|
Customer complaints are best handled through which of the following approaches? |
Service recovery |
|
|
Which of the following is the most important priority? |
Helping patients |
|
|
When central service technicians have Internet access at work |
It should be used for work-related purposes only |
