EMPCO Communication Skills 3 — Questions and Answers
Question 1: Which non-verbal cue most strongly signals that a listener is engaged during a workplace conversation?
- Crossed arms and a neutral expression
- Consistent eye contact, nodding, and an open posture (Correct answer)
- Looking at a phone while occasionally responding
- Leaning back in the chair with a relaxed, unfocused gaze
Correct answer: Consistent eye contact, nodding, and an open posture
Open posture, eye contact, and nodding are universally recognized signs of active engagement.
Question 2: A coworker shares incorrect information with a patient. The most appropriate immediate action is to:
- Correct them publicly in front of the patient to prevent harm
- Politely interject to clarify, then follow up privately with the coworker (Correct answer)
- Ignore it and report it to management later
- Wait until the patient complains before taking action
Correct answer: Politely interject to clarify, then follow up privately with the coworker
Politely clarifying in the moment prevents patient harm while a private follow-up preserves the coworker's dignity.
Question 3: In an EMPCO medical workplace context, 'chain of command' communication means:
- Always calling the CEO first for any workplace issue
- Directing communications and concerns through the proper hierarchical channels (Correct answer)
- Bypassing supervisors when you disagree with a decision
- Communicating exclusively in writing to create a paper trail
Correct answer: Directing communications and concerns through the proper hierarchical channels
Chain of command ensures that information flows through appropriate levels of authority in an organized manner.
Question 4: Which of the following best describes 'assertive communication'?
- Demanding your needs be met regardless of others' perspectives
- Expressing your views and needs clearly and respectfully while acknowledging others (Correct answer)
- Agreeing with everything to avoid conflict
- Raising your voice to be heard over others
Correct answer: Expressing your views and needs clearly and respectfully while acknowledging others
Assertive communication balances directness with respect, distinguishing it from passive or aggressive styles.
Question 5: When documenting a patient interaction in a medical record, you should:
- Include personal opinions about the patient's attitude
- Record only factual, objective observations using professional language (Correct answer)
- Use abbreviations freely to save documentation time
- Summarize from memory at the end of the week
Correct answer: Record only factual, objective observations using professional language
Medical documentation must be factual and objective to ensure accuracy, legal compliance, and continuity of care.
Question 6: What communication barrier is most likely created by using excessive medical jargon with non-medical staff?
- Information overload
- Language/terminology barrier that leads to misunderstanding (Correct answer)
- Physical noise distraction
- Cultural miscommunication
Correct answer: Language/terminology barrier that leads to misunderstanding
Jargon unfamiliar to non-medical listeners creates a terminology barrier that hinders accurate understanding.
Question 7: Which approach best demonstrates cultural competency in workplace communication?
- Assuming all patients and coworkers share the same cultural norms
- Being aware of and respectful toward different cultural communication styles and practices (Correct answer)
- Avoiding any discussion of cultural differences entirely
- Translating all communications into a single standard language
Correct answer: Being aware of and respectful toward different cultural communication styles and practices
Cultural competency requires awareness and adaptation to diverse communication norms to ensure respectful, effective interactions.
EMPCO Communication Skills 3
Which non-verbal cue most strongly signals that a listener is engaged during a workplace conversation?