CPCA Communication Skills & Client Interaction 3

Question 1

A client tells you something personal and asks you to keep it secret from your supervisor. What should you do?

Accepted Answer

Explain that you cannot keep secrets that affect the client's safety or care, then report as needed

Answer

Promise confidentiality and say nothing to the supervisor

Answer

Tell the client's family immediately

Answer

Write it in the care plan without telling anyone else

Question 2

Which statement BEST describes 'open-ended' questions in client communication?

Accepted Answer

Questions that invite the client to share details in their own words

Answer

Questions that require a yes or no answer

Answer

Questions read from a standardized checklist

Answer

Questions only asked during formal assessments

Question 3

A client from another culture avoids direct eye contact during conversation. You should:

Accepted Answer

Understand this may be a cultural norm and not interpret it as rudeness or dishonesty

Answer

Insist on eye contact as it is a sign of respect in care settings

Answer

Document the behavior as a possible cognitive concern

Answer

Ask the client's family to correct the behavior

Question 4

What is the purpose of using 'I' statements when communicating with clients or coworkers?

Accepted Answer

To express feelings without blaming others

Answer

To assert dominance in a disagreement

Answer

To document incidents formally

Answer

To greet clients at the start of a shift

Question 5

A client insists on making a care decision you believe may be harmful. What is your role?

Accepted Answer

Provide information calmly and respect the client's right to make their own choices, then report concerns to your supervisor

Answer

Override the decision because you know best

Answer

Refuse to provide care until the client changes their mind

Answer

Discuss the decision with other clients for advice

Question 6

Which behavior demonstrates ACTIVE listening?

Accepted Answer

Nodding, maintaining eye contact, and summarizing what the client said

Answer

Finishing the client's sentences to speed up the conversation

Answer

Looking at your phone while the client talks

Answer

Preparing your response before the client finishes speaking

Question 7

When a client becomes agitated and raises their voice, the BEST response is to:

Accepted Answer

Remain calm, lower your own voice, and give the client space to express themselves

Answer

Match their tone so they know you are serious

Answer

Leave the room without saying anything

Answer

Immediately call 911