Communication & Interpersonal Skills Flashcards

A visitor at the nursing station angrily demands to know why their father has not been seen by the doctor. What is the HUC's best first response?

Answer: Listen calmly, acknowledge their frustration, and offer to notify the patient's nurse

Active listening and acknowledging feelings de-escalates conflict, and the nurse is the appropriate clinical contact.

When answering the unit telephone, which greeting is most appropriate for an HUC?

Answer: "4 West, Maria, Health Unit Coordinator. How may I help you?"

A proper greeting identifies the unit, the speaker's name, and title, then offers help.

A caller asks for a patient's diagnosis and says they are the patient's cousin. What should the HUC do?

Answer: Decline to give clinical information and follow facility policy, such as checking for a patient privacy code or transferring to the nurse

HIPAA prohibits releasing protected health information without authorization, so the HUC must follow privacy policy.

Which nonverbal behavior best communicates attentiveness to a person speaking at the desk?

Answer: Making appropriate eye contact and facing the speaker

Facing the speaker with appropriate eye contact signals full attention and respect.

Before placing a caller on hold, the HUC should:

Answer: Ask permission and wait for the caller's response

Courtesy requires asking the caller if they may be placed on hold and waiting for their answer.

A patient who speaks only Spanish arrives on the unit and needs information. What is the most appropriate action?

Answer: Use the facility's approved medical interpreter service

Qualified medical interpreters ensure accuracy and meet federal language-access requirements.

The term 'assertive communication' best describes:

Answer: Expressing needs honestly and respectfully while respecting others

Assertiveness balances honest self-expression with respect for others, unlike aggression or passivity.