Communications Skills Practice Exam

This exam is intended for you to practice for the upcoming Communication Skills exam. The result is will not be recorded, and you can take the exam as many times as you want. It is just to help with your learning and revision.

1 / 15

From a business standpoint, why does it make sense to improve communication?

Poor communication is the only way to truly dissatisfy a customer.

About half of unsatisfied customers will never say anything about their poor experience.

Poor communication can frustrate customers, such that forty percent of them will never come back.

Poor communication can frustrate customers, such that more than 80 percent of these customers never come back.

2 / 15

A patient has been waiting to see the doctor for 45 minutes and approaches the front desk to ask when they can be seen. This is how the front-desk person responds:

"I apologise for the extra waiting time. I am not sure when exactly you will be seen, but let me check with the doctor and get back to you."

What kind of communication is this?

Aggressive communication.

Passive communication.

Assertive communication.

Passive-aggressive communication.

3 / 15

The listener can understand the words to mean something other than what the speaker intended. This can lead to misunderstandings in communication.

Which of the following is true about this type of communication barrier?

Language is a transparent code.

To fix this, the speaker should always check back with the listener, to make sure that they have understood.

Context rarely influences the interpretation of words, but non-verbal signals do.

Non-verbal signals rarely influence the interpretation of words, but context does.

4 / 15

A 22-year-old patient starts breathing fast when he is told that his root canal in his front tooth has failed. The tooth has to be extracted, and he will remain with a gap for some time.

In line with the principles of empathy, according to Frederic Platt, which response is best?

Don't cry, don't worry. It is all going to be okay. Itt is just a tooth.

Don't be sad. I am sorry to tell you this, but there are people who have even more difficult problems. Patients have to lose sometimes 8 or 9 teeth. I know that it's tough, but it is just one tooth. You will be fine.

Please follow Margaret to the pharmacy where they can give you some diazepam to manage that anxiety of yours. We shall resume when you're settled.

It must be very frustrating to lose your tooth, especially one in the front. It is completely okay to have strong negative feelings about this. I just want to let you know that we are always here to find a solution together, when you are ready.

5 / 15

Which of the following is NOT a form of non-verbal communication?

Tone

Gestures

Posture

Facial expressions

6 / 15

Which of the following adequately describes the thin-slice phenomenon?

How patients rapidly decide between true and false information.

How patients make judgements about the competence and character of the medical team within a few seconds of meeting them.

How patients identify the verbal and non-verbal communications from their doctor, "slice" them, and join them together to form a conclusion at the end of the treatment.

This is a medical and scientific concept that does not concern communication.

7 / 15

Eniko, a 26-year-old surgery assistant, always greets patients with a hug. She also endeavours to stay very close to her patients (almost touching them), so that they can build a personal connection.

Comment on her style of building rapport.

Perfect. Touch has historical healing qualities. She is intentionally and adequately using touch correctly to build rapport.

Moderate. The hug was too invasive, but standing close to the patient builds rapport.

Moderate. The hug was fine, but standing too close to the patient violated their personal space.

Poor. She initiated heavy physical contact without invitation, and violated the patients' personal space.

8 / 15

Using all the knowledge you've learned from communication, which of the following would NOT be a good way to meet a patient for the first time?

Hugging the patient.

Standing upright when walking, and offering a handshake.

Smiling briefly, while giving eye contact.

Introducing the entire team, including the surgery assistant.

9 / 15

Dr. Elisha works on the patient in complete silence.

Dr. Emmanuel uses statements like: "Now, I am going to use this mirror and metal tools to examine your tooth", "Now, I am going to take this drill to remove out the decay", "Right now, I am going to place a white cement to fill your tooth."

Who is right and why?

Dr. Elisha. Overwhelming patients with information about their health can increase their anxiety.

Dr. Elisha. It is rude to needlessly talk to patients.

Dr. Emmanuel. When you talk to the patient, you decrease the risk of the communication barrier of generalisation.

Dr. Emmanuel. When you explain the steps, you decrease anxiety in the patient.

10 / 15

How do you handle a patient who makes sexual advances during treatment?

Give them your number, so you can take things outside the office.

Tell them with a stern facial expression and cold tone, that you are their medical provider and not a potential partner.

Insult the patient, so that they feel too embarrassed to try again.

Tell them while smiling and laughing with a friendly tone, that you are their medical provider, and not a potential partner.

11 / 15

Which of the following are good qualities of a dental chart?

[Select three (3) correct answers]

The only good font is Times New Roman, size 2.

The patient's decision to the treatment plan has been recorded.

Every clinical findings was recorded.

The chart uses clear language.

12 / 15

Artificial Intelligence can aid in diagnosis, patient communication, charting, and treatment planning. What is the major disadvantage of Artificial Intelligence (AI)?

AI needs human oversight currently, to make sure everything is done correctly.

AI tools take on the legal liability. If something goes wrong, the patient will sue the AI company, not the dental clinic.

AI is extremely expensive, as compared to hiring humans.

AI cannot work efficiently. It is always slower than a human at a given task.

13 / 15

A 73-year-old blind patient with some hearing loss comes into the dental office for dentures. How can communication with this patient differ from that with other patients?

It does not differ. Communication with all patients follows the same guidelines.

Using diagrams would help this patient.

Non-verbal communication is much more important in this patient.

Using touch (bringing dentures to their fingers to feel), and speaking louder can be very helpful.

14 / 15

Which of the following is true about behaviour change in people?

[Select two (2) correct answers]

It happens in a short time.

Once somebody starts doing the good behavior, they never go back to doing the bad one.

You normally need to motivate a patient to change more than once, and over a period of time.

It is easier if the patient takes control of their own healthcare and behaviour.

15 / 15

How can we take care of our inner dialogue?

The inner dialogue is not important.

By being kind to ourselves.

By telling ourselves that we are the worst professionals ever.

By telling ourselves to give up.

Your score is

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