Communication & Interpersonal Skills Flashcards

Which of the following is a common barrier to effective communication?

Answer: Using medical jargon with patients and visitors

Medical jargon can confuse laypeople and block understanding.

When transferring a call to another department, the HUC should:

Answer: Tell the caller where they are being transferred and provide the direct number in case of disconnection

Informing the caller and providing the number prevents frustration if the call drops.

A coworker repeatedly leaves unfinished tasks for the HUC at shift change. What is the most professional first step?

Answer: Speak privately and respectfully with the coworker about the issue

Addressing the issue directly and privately is the appropriate first step in resolving workplace conflict.

Which communication style is most likely to escalate conflict?

Answer: Aggressive

Aggressive communication disregards others' feelings and tends to provoke defensiveness.

Using the intercom to page a staff member, the HUC should avoid:

Answer: Announcing confidential patient information such as diagnoses

Overhead pages must never include confidential patient information to protect privacy.

Paraphrasing a speaker's message is primarily used to:

Answer: Confirm understanding of what was said

Restating the message in your own words verifies that you understood it correctly.

A patient uses the call light and asks the HUC through the intercom for pain medication. What should the HUC do?

Answer: Acknowledge the request and promptly relay it to the patient's assigned nurse

HUCs relay clinical requests to the appropriate nurse because medication administration is outside their scope.