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WorksheetsUnit 1- Telephone Communication in the Medical Office Quiz
Total questions: 12
Worksheet time: 17mins
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
What should the assistant do if they need to interrupt a conversation to answer another call?
Politely excuse themselves to the first caller and greet the second caller
Ignore the second call
Hang up on the first caller
Ask the second caller to call back later
What is the best way to use the hold feature with courtesy?
Place the handset on the desk without using hold
Thank the caller for holding
Answer a call by saying 'Please hold' without first identifying the caller
Never check back on callers placed on hold
What should the assistant do to maintain patient confidentiality when on the telephone?
Share protected health information with unauthorized parties
Use a speakerphone when within the hearing range of others
Repeat personal information, such as symptoms, loudly
Use discretion about stating the name of a caller
What is the best way to speak on the telephone to enhance the image of the medical office?
Use good grammar and avoid slang
Use slang and informal language
Eat or drink while talking on the telephone
Speak loudly and quickly
What is the best way to identify the caller when answering the telephone?
Ask 'Who is this?'
Ask for the caller's name in a rude manner
Verify the spelling of the caller's first and last name
Never ask for the caller's name
Conversation skills in a professional settings include (check all that apply)
tone of voice
being clear
being concise
using slang
The message is __% spoken word
7
38
55
6
The message is __% tone of voice
7
38
55
6
nonverbal communication
sending and receiving wordless messsages
exchange of information using words
verbal communication
sending and receiving wordless messsages
exchange of information using words
The ____________ is the person who initiates the communication. They develop an idea into a message. This is also called encoding.
Channel
Sender
Noise
Receiver
