Communication in Health Care Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

Page 1

Question 1 1. When customer service employees mirror their customers, what should they not mirror?

Question 2 2. What is the Front Desk?

Question 3 3. What are advantages of having soft skills training for customer service employees?

Question 4 4. Front desk personnel (receptionists) are tasked with:

Question 5 5. Which of the following soft skills are key components of providing good customer service?

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Question 6 6. Which of the following is NOT a benefit of communication in a diverse work environment?

Question 7 7.

Which of these front offices is most likely to provide the most superior service to their clientele/patients?

I. A clean area, with warm receptionists, who are efficient

II. A clean area with very efficient receptionists who have little time for casual chit-chat with clients

III. A messy area with warm receptionists who take quite a while to fax over the necessary medical files

Question 8 8. Why is repeating and paraphrasing a good listening technique for customer service employees to use?

Question 9 9. When greeting a customer over the phone, what non-verbal gesture should be used?

Question 10 10. Front Desk Staff Should Never:

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Question 11 11. In some cultures, _____ in face-to-face communication is considered aggressive and intrusive.

Question 12 12. When should customer service employees use soft skills?

Question 13 13. Which of the following are important components of good communication as it relates to customer service:

Question 14 14. Kelly manages a small team and noticed that for the last few weeks, Dashawn has been incredibly efficient and his work error-free. She wants to praise him; however, she is unsure whether to compliment him in front of his coworkers or in a private email. Kelly should acknowledge Dashawn's good work based on:

Question 15 15. The front desk is really important because:

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Question 16 16. Which of the following is NOT a factor that affects communication in a diverse workplace?

Question 17 17. What role does empathy play in providing good customer service?

Question 18 18. One generational difference in workplace communication is the tendency of _____ workers to use formal language, while _____ workers have a preference for informal language.

Communication in Health Care Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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