Professional Skills and Workplace Behavior

Chapter 3 Question After listening to Hailey discussing a past due account with a patient, Lynda takes Hailey aside and suggests a more diplomatic way to have handled the situation. Hailey thanks Lynda for the suggestion and says she will remember it in future conversation aleb does not know the answer, so he asks her to wait while he finds out the answer. She tells him not to bother, but he insists on finding the answer for her. Kaleb's behavior shows ____. Which of the following is not an example of a hard skill? Knowing what you know and what you don't know is part of being ____. A personal qualification of being an effective and productive medical assistant is to ____. Your work ethic is the result of your ____. Dorothy is a 6-year-old child who has severe asthma and comes in frequently for checkups. She is a happy, friendly child, and the entire office is fond of her. One day you notice a coworker giving Dorothy a little handmade ragdoll. Which professional beha You apologize to Mr. Ringsmuth for the delay and quietly explain that the doctor had an emergency call and is running about 30 minutes behind in appointments. You reassure Mr. Ringsmuth that he will see the doctor shortly and will have adequate time for h Soft skills are difficult to observe and evaluate because they reflect a person's ____. Which of the following personal qualifications is necessary for the overall efficiency of the medical facility? Tracy could not immediately find the patient's record, so she followed the problem-solving steps and implemented what she considered to be the best solution: tell the patient that she would look into it and call the patient back. The patient becomes even Which of the following is a typical result of teamwork in a healthcare facility? The first step in the problem-solving process is to ____. Which of the following statements describes knowledge? When organizing tasks on a very busy day, the medical assistant is displaying which professional behavior? An example of a behavior that reflects integrity in a medical assistant is ____. When a patient has a stroke in the provider’s reception area, it is essential for the medical assistant to first ____. Which of the following is not one of the stages that lead to burnout? Which of the following is an example of a soft skill? Two aspects of being organized are ____. A medical assistant demonstrates ________ when deciding that an unscheduled patient, with chest pain, should see the provider before a scheduled patient. As a medical assisting professional, your attitude ____. Showing up for work on time every day is an example of what type of skill? Continuing inspite of difficulties, being determined, and overcoming obstacles are characteristics of a person who is ____. When a patient with the flu describes how he/she has been unable to sleep, the empathic medical assistant responds with A medical assistant who completes all work and documents all of the day's activities before leaving for the day is demonstrating ____. Answer Acceptance of criticism a good work ethic being honest self-confident show respect to patients professional behaviors professional boundaries communication attitudes willingness to work as a team member repeat the steps of the problem-solving process to find another solution job satisfaction is high identify the problem and clearly define it Understanding the "why" of what you are doing prioritizing being honest remain calm boredom phase being dependable time management and prioritizing professional judgement allows you to learn from criticism SOFT SKILL persistent "I know how the flu can disrupt sleep." professionalism Which of the following is not a technique for maintaining professional boundaries with a patient? What is the term for the ability to identify with and understand another person's feelings? Which of the following includes quickly evaluating circumstances, solving problems, and taking action? She then deals with the patients who have questions. Within 30 minutes, Kendra telephones the patient who called earlier. By returning the telephone call in a timely manner, Kendra is exhibiting which professional behavior? agree to meet with patients outside the workplace Which of the following actions is most likely to help a person reduce stress? identify sources of conflict and try to resolve them every time he asks her a question, her husband answers for her. She has not spoken a single word to Brent during the entire interview. Brent is becoming a little annoyed, but he smiles and carries out the interview as best he can. He treats both the woman Which of the following involves careful listening, observing, speaking, and writing? He notices that the two medical assistants in the reception area are swamped with work, so he offers to lend a hand. Zeke is exhibiting the professional behavior of ____. Which of the following occurrences is not likely to be a cause of stress? The need for ____ occurs when a provider’s schedule changes to include evening and weekend hours in order to service more patients. When a medical assistant working with a terminally ill patient tries to understand how the patient feels about his or her experience without ever going through that type of experience, the medical assistant is showing _________ toward the patient. A closer look reveals half-healed bruises on both arms. You leave the room and report to the licensed practitioner that you suspect that the child is being abused. In doing this, what professional behavior is being displayed? empathy critical thinking integrity respecting cultural diversity communication skills teamwork making a good grade on a test flexibility empathy patient advocacy