Video Case Assessments - Chapter 02

Active listening:

• is the same as hearing.

• is easy to do.

• requires effort and attention.

• is a special health care technique.

All the following are benefits of active listening except:

• it gains patients’ trust.

• it shows respect to the patient.

• patients value health care professionals that pay attention to what they are saying.

• it takes less time and effort.

If you have a patient that has limited English proficiency, you should:

• speak directly with the family member or interpreter.

• maintain eye contact.

• request an interpreter for the patient.

• make an effort to speak slower and louder.

Which of the following health care professionals is demonstrating active listening?

• Nurse Julie concentrates on what her patients are saying.

• Physical therapist Jorge encourages his patients as they do their exercises.

• Phlebotomist Madison sympathizes with patients who are afraid of needles.

• Medical assistant Alicia enters the exam room with a smile.

Which of the following is a characteristic of active listening?

• Letting a patient know when you disagree with what he is saying.

• Taking careful notes of everything the patient says.

• Interrupting the patient when you have a question.

• Acknowledging that you are listening by nodding your head.

In her interactions with Mr. Harrison, Nicole demonstrates poor listening skills when she:

• is too friendly with him.

• fails to concentrate on what he is saying.

• ignores and interrupts him when he speaks to her.

• tells him she is too busy working to visit with him.

When Mr. Harrison has an appointment with Dr. Peterson, Carol shows respect for him by:

• telling him that he may need medication to help him sleep.

• realizing how lonely he is.

• giving him her opinion about why he cannot sleep.

• asking him if he has symptoms other than trouble sleeping

When Mr. Harrison has an appointment with Dr. Peterson, Carol shows respect for him by:

• telling him that he may need medication to help him sleep.

• asking him questions to reveal how lonely he is.

• giving him her opinion about why he cannot sleep.

• asking him if he has symptoms other than trouble sleeping.

Carol is displaying all the following types of paracommunication with Mr. Harrison except:

• open gestures to encourage him to share.

• pauses during the conversation to allow him to speak.

• her warm tone that helps gain his trust.

• asking him questions to determine the source of his poor sleeping habits.

Based on Nicole’s interaction with Mr. Harrison, which of the following is true?

• There will be better health outcomes because she pays attention to what he is saying to her.

• She waits until he is done speaking before she speaks.

• She displays active listening by nodding and maintaining good eye contact when he speaks.

• She provides poor patient care because she does not listen to or pay attention to him when he speaks.