Communication & Interpersonal Skills Flashcards

A physician gives the HUC a verbal message for a nurse. What is the best way to ensure accuracy?

Answer: Write it down and read it back to the physician for confirmation

Writing the message and reading it back confirms the details were received correctly.

When taking a telephone message, which elements must the HUC record?

Answer: Caller's name, date, time, message, callback number, and the HUC's name or initials

Complete messages include who, when, what, how to call back, and who took the message.

Two nurses are arguing loudly at the nursing station within earshot of patients. What is the HUC's most appropriate response?

Answer: Politely suggest they move to a private area and notify the charge nurse if it continues

Conflict should be handled privately, and unresolved issues should go through the chain of command.

Which statement is an example of an open-ended question?

Answer: "How can I help you find what you need today?"

Open-ended questions invite detailed responses rather than a simple yes or no.

An elderly visitor with hearing loss approaches the desk. Which approach is best?

Answer: Face them directly, speak clearly at a moderate pace, and reduce background noise

Facing the person allows lip reading, and clear moderate speech in a quiet setting improves understanding.

The SBAR technique used in healthcare communication stands for:

Answer: Situation, Background, Assessment, Recommendation

SBAR is a standardized framework for concise, organized communication among healthcare team members.

A patient's family member is crying at the nursing station after hearing bad news. What should the HUC do?

Answer: Offer a private, quiet space and notify the nurse or chaplain if desired

Showing empathy and offering privacy and support resources is appropriate within the HUC's role.