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Chapter 8. Oral and Nonverbal Communication in Medication Therapy Management

An open stance when talking with another person includes what?

a. Arms folded comfortably in front of you

b. Leaning out (away), providing space

c. Head held still

d. Eye contact about 50% to 75% of the time

e. Hands clasped behind the neck with elbows out

Which of the following statements is TRUE about asking questions?

a. "How are you doing?" (within the dominant United States culture) can best be classified as an open-ended question

b. "How did you decide to change the time you take your medicine?" is a way to ask a "why" question without using the word "why"

c. "Are you able to infuse it by yourself or is the visiting nurse still helping you?" is an open-ended question

d. "Are you doing alright?" is a loaded question

e. "Which side effect bothers you most?" is a double-barreled question

Which of the following is FALSE about listening to a patient?

a. Asking probing questions is a means of active listening, as it effectively conveys to the patient that you have heard him or her

b. Empathic responses acknowledge the patient's emotional response as well as the reason for it

c. Active listening includes summarizing or paraphrasing what a patient has just told you

d. Reassuring the patient that everything will be fine is considered to be a "roadblock" because it can cause the patient to change what he or she is telling you

e. Listening quietly and saying only short utterances such as "mmhmm" and "uh-huh" is considered passive listening

What is advised when initially responding to a patient's anger?

a. Kindly tell the person he or she needs to calm down

b. Begin to problem solve to fix whatever is causing the anger

c. Defend your position

d. Empathically respond

e. Listen quietly

What is TRUE about using a "service script" within MTM?


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