Communication & Interpersonal Skills Flashcards

Which is the best example of culturally sensitive communication?

Answer: Respecting a family's request for a same-gender caregiver when possible

Respecting cultural preferences when feasible demonstrates cultural competence.

An HUC receives a phone call from someone claiming to be a police officer requesting patient information. What should the HUC do?

Answer: Follow facility policy, such as referring the request to the supervisor or privacy officer

Law enforcement requests must be handled per facility policy and HIPAA, usually through designated staff.

The 'sender-receiver' communication model includes which essential element to confirm the message was understood?

Answer: Feedback

Feedback from the receiver completes the loop and confirms understanding.

Which response best demonstrates empathy to a frustrated patient waiting for discharge?

Answer: "I understand waiting is frustrating; let me check on the status with your nurse."

Empathetic responses acknowledge feelings and offer a concrete action.

When using email or electronic messaging at work, the HUC should:

Answer: Use the secure, facility-approved system and include only the minimum necessary information

Secure systems and the minimum necessary standard protect PHI under HIPAA.

An HUC notices a new nurse struggling to find forms. What is the best interpersonal approach?

Answer: Offer help in a friendly, respectful manner

Offering respectful help builds teamwork and a positive work environment.

Which situation calls for the HUC to follow the chain of command?

Answer: A physician is consistently rude and disrespectful to the HUC

Ongoing professional conflicts should be reported to the immediate supervisor through the chain of command.