CHAPTER

TRUE OR FALSE Lbbe Assertive communication is the same

as aggressive communication.
Circle T for true, or circle F for false.
12. You can use open-ended questions to
i's dE Be The same word can mean something start a conversation.
different to two different people.
its, Gestures, facial expressions,
a: ler Touch is not a type of communication. posture, body movements, touch,
7 and appearance are ways of
a3. Mhed® When paraphrasing, expand on
communicating without words.
the message and use more words to
ensure you understand. 14. When you hold a client’s hand or
touch the shoulder to convey caring
Thode Nonverbal clues often reflect a
or warmth, you are using verbal
client’s true feelings.
communication.
ipa Most older clients are not aware of
15. A client who denies having pain but
your body language.
protects a body part by lying in a
certain way is using body language
T &E Closed questions can be answered
to communicate.
with “yes” or “no.”
16. When a support worker frowns or
ie as Focusing is useful when a client
wrinkles the nose because the client
rambles.
has body odour, the support worker
dy F Short sentences are more clearly is sending a message through body
understood than long ones. language.

ir 48 It is not important to be at eye level 17, A support worker telling a client

when communicating. “Don't worry” or “Everything will be
okay” may be a barrier to effective
10. ae Using pet names such as “dear” can communication.
improve communication.
38 CHAPTER 9 __ Interpersonal Communication

MULTIPLE RESPONSE . 22. What are some of the barriers to good

communication?
From the list below, choose all of the correct A. Hearing problems
answers. B. Vision problems
GUN tem disord
18. Body ae
ae language includes which of the D. ae a iprivacy
Too much os al
. 8° E. Cultural differences
A. Appearance FE Loud noises
B. Facial expressions Cs MEN crenerions
C. Posture A:
D. Tone ofvoice 23. Nonverbal signs of anger include:
E. “Eye contact A Pacing
F. Gestures B. Clenched fists
C. Red d f: k
19. To effectively communicate with words, you D ees ete:
need to: roe
E. Rapid movements
Choose words carefully
Pretend to understand 24. Clients feel safer and more secure during a
Ask one question at a time procedure if you:
Speak clearly, quickly, and distinctly A. Complete the procedure quickly
Control your volume and tone of voice B. Explain why and how the procedure is
Be brief and concise done
Determine understanding C. Describe sensations or feelings they can
el
saf@)
ese
eecto(@)
Use simple, everyday language expect
D. Explain who will do it
20. When a procedure is performed, which of
the following actions would demonstrate that . Which of the following behaviours can create
the support worker is meeting the client's barriers to effective communication?
safety needs? Interrupting
A. Explains why the procedure needs to be Giving advice
done Answering clients’ questions
B. Describes how the resident in the next Minimizing problems
room handled the procedure Using patronizing language
C. Explains who will do the procedure >OO
Failing to listen
D. Explains how the procedure will be
performed 26. Which of the following are steps in the four-
E. Describes what sensations or feelings to step teaching method used when teaching a
expect client a task?
A. Describe to the client the steps in the
Daiie Guidelines for active listening include: task
A. Making eye contact B. Show the client how to do each task
B. Facing the client C. Have the client try each step
C. Responding to the client D. Review what the client did wrong with
D Leaning toward the client
each step

Copyright © 2022 Elsevier Inc. All rights reserved.

 CHAPTER 9 Interpersonal Communication 39

27. Which of the following are some of the other 30. When you communicate assertively, you
guidelines you can use when you are teaching appear:
tasks to clients? A. Cold or angry
A. Put the client at ease B. Hesitant and timid
B. Start with small, easy steps C. Intimidated
C. Observe and listen D. Confident and calm
D. Make sure you set the pace
E. Allow for time to practise 31. You are teaching Mr. Simpson how to change
his ostomy bag. You would:
28. Which of the following are the guidelines for A. Explain all the steps necessary before
dealing with an angry client? starting the demonstration
A. Ignore the client's feelings B. ‘Teach him the hardest part first
B. ‘Treat the client with dignity and respect C. Use positive statements for
C. Tell the client what you are going to do encouragement
and when D. Seta time limit for him to complete the
D. Stay calm and professional task
E. Argue your point
FE. Listen and use silence 32. You are bathing Mrs. Fox when she suddenly
G. Protect yourself from violent behaviours starts to yell at you for not doing the bath
H. Report the client’s behaviour to your correctly. Which of the following is an
supervisor effective way to communicate with Mrs. Fox?
A. Deny that you are doing it incorrectly
B. Stay calm and professional
MULTIPLE CHOICE C. Tell her you have been doing baths for
Circle the correct answer. many years and know what you are
doing
29. Interpersonal communication is defined as: D. Stop the bath and leave the room
A. Avverbal account of client care and
observations 33. Asking closed questions:
B. A written account of care and A. Invites a client to share thoughts or
observations feelings
C. The use of senses to collect information B. Helps you to make sure you understand
about a client the client’s message
D. The exchange of information between C. Focuses on obtaining specific
two people information
D. Helps you to find out about the client’s
needs

Copyright © 2022 Elsevier Inc. All rights reserved.

40 CHAPTER 9 __ Interpersonal Communication

MATCHING :
Match the term with the definition.

34. Giving an acceptable reason or excuse for one’s Denial

behaviour or actions

35. Transferring one’s behaviour or emotions from one Displacement

person, place, or thing to another

36. Keeping unpleasant or painful thoughts or Projection

experiences from the conscious mind

Ss Directing emotions toward another person or Regression

thing that seems safe rather than toward the person or thing
that is the source of the emotions

38. Refusing to face or accept something that is unpleasant Rationalization

ied Acting in a way that is opposite to what one truly feels 4 Repression

40. Retreating or moving back to an earlier time or Reaction formation

condition

Match the description with the correct term.

41. Restating someone’s message in your own words Open-ended questions

42. Communicating positively and directly without Nonverbal communication

offending others

43. Questions that invite a client to share thoughts Paraphrasing

44. Paying close attention to a client's verbal and Verbal communication

nonverbal communication

45. Questions that focus on specific information Closed questions

46. Being attentive to a client’s feelings ee) Interpersonal communication

47. Messages sent without words Empathetic listening

48. Limiting the conversation to a certain topic Body language

49. Gestures that send messages to others — Active listening

50. Spoken words ee! Focusing

51. Exchange of information between two people Assertiveness

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 CHAPTER 9__ Interpersonal Communication 41

FILL IN THE BLANKS

52. The communication process involves the following steps:

a.
b.
c.
d.

53. You can use open-ended questions to

as
b.

54. Ways in which a support worker may display professional communication can include:

cE
Sm
aoe

Copyright © 2022 Elsevier Inc. All rights reserved.