Chapter 02: Therapeutic Communication
Niedzwiecki: Kinn’s The Clinical Medical Assistant, 14th Edition
MULTIPLE CHOICE
1. This therapeutic communication technique involves putting words to the person’s
emotional reaction, which acknowledges the person’s feelings?
a. Clarification
b. Silence
c. Restatement
d. Reflection
e. Summarizing
ANS: D
Reflection—Putting words to the person’s emotional reaction, which acknowledges the
person’s feelings. Also helps to check what the person is feeling instead of just assuming.
Shows empathy and helps build rapport.
REF: p. 38 OBJ: 5 TOP: Communication: Therapeutic
MSC: CAAHEP: V.C.1 | ABHES: 5.h
2. This therapeutic communication technique allows the listener to get additional
information. The listener can ask, “Do you mean …”
a. Clarification
b. Silence
c. Restatement
d. Reflection
e. Summarizing
ANS: A
Clarification—Allows the listener to get additional information.
REF: p. 38 OBJ: 5 TOP: Communication: Therapeutic
MSC: CAAHEP: V.C.1 | ABHES: 5.h
3. This therapeutic communication technique involves rewording a statement to check the
meaning and interpretation.
a. Neutral
b. Summarizing
c. Clarification
d. Paraphrasing
e. Reflection
ANS: D
Restatement or paraphrasing—Rewording or rephrasing a statement to check the meaning
and interpretation. Also shows you are listening and understanding the speaker.
REF: p. 38 OBJ: 5 TOP: Communication: Therapeutic
MSC: CAAHEP: V.C.1 | ABHES: 5.h
4. Which of the following are barriers to communication?
, a. Environmental distractions
b. Internal distractions
c. Hearing impaired
d. Illiterate
e. All are correct
ANS: E
Barriers to communication include: environmental distractions, internal distractions,
visually impaired, hearing impaired, intellectual disability, illiterate, non-English speaking,
and emotional distractions.
REF: p. 38 OBJ: 6 TOP: Communication: Barriers
MSC: CAAHEP: V.C.4 | ABHES: 5.h
5. Which of the following is an internal distraction to communication?
a. Unable to understand what is being said
b. Pain
c. Noise
d. Unable to read
e. Unable to hear verbal communication
ANS: B
Internal distractions include hunger, pain, anger, and tiredness. Internal distractions are
barriers to communication
REF: p. 38 OBJ: 6 TOP: Communication: Barriers
MSC: CAAHEP: V.C.4 | ABHES: 5.h
6. What is a way to overcome environmental distractions that impact communication?
a. Help make the patient comfortable.
b. Use screen magnifiers and large-print materials.
c. Use “functioning age” appropriate materials.
d. Provide privacy for patients.
e. Use pictures and models.
ANS: D
To overcome environmental distractions, provide privacy for patients. Talk with patients
in a quiet room with the door closed. Make sure the room temperature is comfortable.
REF: p. 38 OBJ: 6 TOP: Communication: Barriers
MSC: CAAHEP: V.C.4 | ABHES: 5.h
7. A patient has a hearing impairment. What technique should the medical assistant use to
help overcome this communication barrier?
a. Talk with the patient in a quiet room with the door closed.
b. Use audio recordings.
c. Use print materials and written instructions.
d. Use videos with captions.
e. Use print materials and written instructions and use videos with captions.
ANS: E
, To overcome hearing impairment barriers, use print materials and written instructions. Use
videos with captions. Have text telephones (TTYs) available. Use a sign language
interpreter.
REF: p. 38 OBJ: 6 TOP: Communication: Barriers
MSC: CAAHEP: V.C.4 | ABHES: 5.h
8. A patient is illiterate. What strategy can the medical assistant use to overcome this barrier
to communication?
a. Use print materials and written instructions.
b. Help make the patient comfortable.
c. Use pictures and models.
d. Use “Functioning age” appropriate language and materials.
e. Use videos with captions.
ANS: C
To overcome an illiterate communication barrier, use pictures and models. Draw pictures
and use simple language.
REF: p. 38 OBJ: 6 TOP: Communication: Barriers
MSC: CAAHEP: V.C.4 | ABHES: 5.h
9. A medical assistant is working with a 2-year-old child. What stage of Erikson’s
psychosocial development is this patient in?
a. Trust versus Mistrust
b. Industry versus Inferiority
c. Initiative versus Guilt
d. Autonomy versus Shame and Doubt
e. Identity versus Role Confusion
ANS: D
Children between 1.5 and 3 years are in the Autonomy versus Shame and Doubt stage.
REF: p. 40 OBJ: 6
TOP: Psychology/Cultural Awareness: Development Stages
MSC: CAAHEP: V.C.17.b | ABHES: 5.d
10. A medical assistant is working with a 10-year-old child. What stage of Erikson’s
psychosocial development is this patient in?
a. Trust versus Mistrust
b. Industry versus Inferiority
c. Initiative versus Guilt
d. Autonomy versus Shame and Doubt
e. Identity versus Role Confusion
ANS: B
Children between 6 and 12 years are in the Industry versus Inferiority stage.
REF: p. 40 OBJ: 6
TOP: Psychology/Cultural Awareness: Development Stages
MSC: CAAHEP: V.C.17.b | ABHES: 5.d
Niedzwiecki: Kinn’s The Clinical Medical Assistant, 14th Edition
MULTIPLE CHOICE
1. This therapeutic communication technique involves putting words to the person’s
emotional reaction, which acknowledges the person’s feelings?
a. Clarification
b. Silence
c. Restatement
d. Reflection
e. Summarizing
ANS: D
Reflection—Putting words to the person’s emotional reaction, which acknowledges the
person’s feelings. Also helps to check what the person is feeling instead of just assuming.
Shows empathy and helps build rapport.
REF: p. 38 OBJ: 5 TOP: Communication: Therapeutic
MSC: CAAHEP: V.C.1 | ABHES: 5.h
2. This therapeutic communication technique allows the listener to get additional
information. The listener can ask, “Do you mean …”
a. Clarification
b. Silence
c. Restatement
d. Reflection
e. Summarizing
ANS: A
Clarification—Allows the listener to get additional information.
REF: p. 38 OBJ: 5 TOP: Communication: Therapeutic
MSC: CAAHEP: V.C.1 | ABHES: 5.h
3. This therapeutic communication technique involves rewording a statement to check the
meaning and interpretation.
a. Neutral
b. Summarizing
c. Clarification
d. Paraphrasing
e. Reflection
ANS: D
Restatement or paraphrasing—Rewording or rephrasing a statement to check the meaning
and interpretation. Also shows you are listening and understanding the speaker.
REF: p. 38 OBJ: 5 TOP: Communication: Therapeutic
MSC: CAAHEP: V.C.1 | ABHES: 5.h
4. Which of the following are barriers to communication?
, a. Environmental distractions
b. Internal distractions
c. Hearing impaired
d. Illiterate
e. All are correct
ANS: E
Barriers to communication include: environmental distractions, internal distractions,
visually impaired, hearing impaired, intellectual disability, illiterate, non-English speaking,
and emotional distractions.
REF: p. 38 OBJ: 6 TOP: Communication: Barriers
MSC: CAAHEP: V.C.4 | ABHES: 5.h
5. Which of the following is an internal distraction to communication?
a. Unable to understand what is being said
b. Pain
c. Noise
d. Unable to read
e. Unable to hear verbal communication
ANS: B
Internal distractions include hunger, pain, anger, and tiredness. Internal distractions are
barriers to communication
REF: p. 38 OBJ: 6 TOP: Communication: Barriers
MSC: CAAHEP: V.C.4 | ABHES: 5.h
6. What is a way to overcome environmental distractions that impact communication?
a. Help make the patient comfortable.
b. Use screen magnifiers and large-print materials.
c. Use “functioning age” appropriate materials.
d. Provide privacy for patients.
e. Use pictures and models.
ANS: D
To overcome environmental distractions, provide privacy for patients. Talk with patients
in a quiet room with the door closed. Make sure the room temperature is comfortable.
REF: p. 38 OBJ: 6 TOP: Communication: Barriers
MSC: CAAHEP: V.C.4 | ABHES: 5.h
7. A patient has a hearing impairment. What technique should the medical assistant use to
help overcome this communication barrier?
a. Talk with the patient in a quiet room with the door closed.
b. Use audio recordings.
c. Use print materials and written instructions.
d. Use videos with captions.
e. Use print materials and written instructions and use videos with captions.
ANS: E
, To overcome hearing impairment barriers, use print materials and written instructions. Use
videos with captions. Have text telephones (TTYs) available. Use a sign language
interpreter.
REF: p. 38 OBJ: 6 TOP: Communication: Barriers
MSC: CAAHEP: V.C.4 | ABHES: 5.h
8. A patient is illiterate. What strategy can the medical assistant use to overcome this barrier
to communication?
a. Use print materials and written instructions.
b. Help make the patient comfortable.
c. Use pictures and models.
d. Use “Functioning age” appropriate language and materials.
e. Use videos with captions.
ANS: C
To overcome an illiterate communication barrier, use pictures and models. Draw pictures
and use simple language.
REF: p. 38 OBJ: 6 TOP: Communication: Barriers
MSC: CAAHEP: V.C.4 | ABHES: 5.h
9. A medical assistant is working with a 2-year-old child. What stage of Erikson’s
psychosocial development is this patient in?
a. Trust versus Mistrust
b. Industry versus Inferiority
c. Initiative versus Guilt
d. Autonomy versus Shame and Doubt
e. Identity versus Role Confusion
ANS: D
Children between 1.5 and 3 years are in the Autonomy versus Shame and Doubt stage.
REF: p. 40 OBJ: 6
TOP: Psychology/Cultural Awareness: Development Stages
MSC: CAAHEP: V.C.17.b | ABHES: 5.d
10. A medical assistant is working with a 10-year-old child. What stage of Erikson’s
psychosocial development is this patient in?
a. Trust versus Mistrust
b. Industry versus Inferiority
c. Initiative versus Guilt
d. Autonomy versus Shame and Doubt
e. Identity versus Role Confusion
ANS: B
Children between 6 and 12 years are in the Industry versus Inferiority stage.
REF: p. 40 OBJ: 6
TOP: Psychology/Cultural Awareness: Development Stages
MSC: CAAHEP: V.C.17.b | ABHES: 5.d
