Prin. of Health Informatics (09/06)

Which is NOT a skill of conflict resolution?

• Negotiation

• Active listening

• Avoidance
• Empathy

Which of the following are the techniques of active listening?

• A. Ignore non-verbal cues from the speaker

• Pay attention

• Avoid interruption

• Reflect back

What is TRUE about active listening?

• It is helpful to offer several solutions to fix the speaker’s problems.

• Good listeners avoid nonverbal vocalizations like “mmmhmmm.”

• You should wait to speak until the other person is finished talking.

• Interrupting the other speaker shows that you are listening to them.

What is the common goal of speaker and listener?

• To plan your response while the other person is talking

• To ensure a thorough understanding of the speaker’s message

• To interrupt and ask questions frequently

• To take detailed notes

How does effective communication contribute to conflict resolution?

• It escalates the conflict

• It helps understand different perspectives

• It's not related to conflict resolution

• It makes the conflict worse

Choose all of the ways you can have empathy for someone.

• Acknowledge how they are feeling.

• Pay attention to what they are saying.

• Tell them how they should feel.

• Try to understand their point of view.

Match the term to the correct definition.

• Active Listening

• The ability to express thoughts, ideas, and

  information clearly, effectively, and coherently.

• Articulate Speaking

• A communication technique that involves

  fully concentrating, understanding, responding

  to, and remembering what the speaker is

  saying.

• Non-Verbal Communication

• Transmission of messages without the use

  of spoken or written words.

Which of the following are NOT considered a key component of the code of ethics in healthcare

professions?

• Informed consent
• Professional integrity
• Patient confidentiality
• Personal opinions or unrelated professional conduct

Why is maintaining professionalism important in healthcare? (Select all that apply.)

• Ensure the delivery of high-quality care

• Promote effective communication

• Foster a positive work environment among healthcare providers

• Ensure healthcare providers can make decisions

Which of the following is a key component of active listening?

• Interrupting to ask questions

• Reflecting back what the speaker has said

• Offering your opinion immediately

• Multitasking while listening