Unit 1- Telephone Communication in the Medical Office Quiz

What is the main purpose of the telephone in the medical office?

• To order supplies

• To schedule appointments

• To send emails

• To conduct meetings

What is verbal communication?

• Using body language to send and receive information

• Using sign language to send and receive information

• Using language and words to send and receive information

• Using written words to send and receive information

What is the most effective form of communication?

• Visual communication

• Oral communication

• Written communication

• Non-verbal communication

What does enunciation refer to?

• The tone of your voice

• The speed at which you speak

• The loudness of your voice

• The clarity of your pronunciation

What does pitch refer to in terms of speech?

• The clarity of your pronunciation

• The speed at which you speak

• The highness or lowness of the sound

• The intensity of the sound

What is the best way to speak in order to emphasize important points in a conversation?

• Speak at a very fast rate

• Speak at a moderate pitch with variations

• Speak at a very high volume

• Speak at a very low pitch

What is the main purpose of the hold feature on the telephone?

• To record the conversation

• To stop the caller from hearing communication in the office

• To disconnect the call

• To transfer the call to another line

How should the assistant handle aggressive or angry callers?

• Get angry in return

• Ignore the caller

• Hang up the call

• Stay calm and firm

What should the assistant do if a caller refuses to identify themselves?

• Ignore the caller

• Tactfully make every effort to find out who the caller is

• Ask for their name again in a rude manner

• Hang up the call

What is the best way to end a call with a caller?

• Engage in a lengthy conversation

• Ask the caller to hang up first

• Thank the caller and say goodbye

• Hang up without saying anything