Communication and Interpersonal Skills Flashcards
7 cards from real CPE practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Communication and Interpersonal Skills flashcards as text
A physician executive is delivering difficult performance feedback to a senior physician who becomes defensive. Which de-escalation technique is most effective?
Answer: Use 'I' statements and acknowledge the physician's perspective before restating concerns
Using 'I' statements and validating the other person's perspective reduces defensiveness and keeps the conversation productive.
During a board presentation, a physician executive notices several board members checking their phones. What is the best immediate response?
Answer: Pause, ask a direct question to re-engage the audience, and adjust pace
Asking a question re-engages disengaged listeners and signals awareness of audience needs.
Which communication model best describes the process in which a sender encodes a message, transmits it through a channel, and a receiver decodes it with potential noise interference?
Answer: Shannon-Weaver model
The Shannon-Weaver model specifically describes encoding, transmission, noise, and decoding as core components.
A physician executive needs to communicate a major workflow change to clinical staff. Which approach best ensures message retention?
Answer: Use multiple channels — email, team huddles, and posters — reinforcing the same message
Redundant communication across multiple channels significantly improves message retention and comprehension.
When negotiating resource allocation with a reluctant department chief, a physician executive should primarily use which strategy?
Answer: Interest-based negotiation that identifies shared goals
Interest-based negotiation uncovers mutual concerns and leads to durable agreements rather than win-lose outcomes.
A physician executive is mediating a conflict between two department heads over shared OR scheduling. Which mediator behavior is LEAST appropriate?
Answer: Proposing a specific solution that favors the busier department
A mediator should facilitate discussion rather than impose solutions, as doing so undermines neutrality and party ownership.
Which factor most commonly undermines psychological safety in clinical team communication?
Answer: Hierarchical silencing where senior clinicians dismiss concerns from subordinates
Hierarchical dynamics that discourage speaking up are the leading barrier to psychological safety in healthcare teams.