CHAPT ER 5

Interpersonal
Communication

TRUE OR FALSE 8. T F Short sentences are more clearly

understood than long ones.
Circle Tfor true, or circle Fforfalse.
9. T F It is not important to be at eye
1. T F The same word can mean level when communicating.
something different to two
different people. 10. T F Using pet names such as "dear" can
improve communication.
2. T F Touch is not a type of
communication. 11. T F Assertive communication
is the same as aggressive
3. T F When paraphrasing, expand on communication.
the message and use more words to
ensure you understand. 12. T F You can use open-ended questions
to start a conversation.
4. T F Nonverbal clues often reflect a
client's true feelings. 13. T F Gestures, facial expressions,
5. T F Most older clients are not aware of
posture, body movements, touch,
and appearance are ways of
your body language. communicating without words.
6. T F Closed questions can be answered 14. T F When you hold a client's hand
with "yes" or "no." or touch the shoulder to convey
7. TF Focusing is useful when a client caring or warmth, you are using
verbal communication.
rambles.

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 18 CHAPTER 5 Interpersonal Communication

the barriers
What are some of
21. communication?
good
15. T FAlient who denies having pain
but protects a body part by lying Hearing impairment
A. Vision impairment
in acertain way is using body B. disorders
language to communicate. C. Nervous system
16. T F D.
Too much privacy
When a support worker frowns Cultural differences
or wrinkles the nose because the E.
Loud noises
client has body odour, the support G. Distractions
worker is sending a message
through body language. 22. Nonverbal signs of anger
include:
17. T F Asupport worker telling a client A. Pacing
Clenched fists
"Don't worry" or "Everything B.
Reddened face or neck
willbe okay" may be a barrier to C.
effective communication. D. Shouting
E. Rapid movements
MULTIPLE RESPONSE 23. Clients feel safer and more secure during a
From the list below, choose all of the correct procedure if you:
answers. A. Complete the procedure quickly
B. Explain why and how the procedure is
18. Body language includes which of the done
following?
A.
C. Describe sensations or feelings theycan
Appearance expect
B. Facial expressions D. Explain who willdo it
C. Posture
D. Tone of voice 24. Which of the following behaviours can create
E. Eye contact barriers to effective communication?
Gestures A. Interrupting
B. Giving advice
19. To effectively communicate with words, you C. Answering clients questions
need to:
D. Minimizing problems
A Choose words carefully E. Using patronizing language
B Pretend to understand E
C. Ask one question at a time
Failing to listen
D. Speak clearly, quickly, and distinctly 25. Which of the following are steps in the four
E. Control your volume and tone of voice step teaching method used when teaching a
E. Be brief and concise client a task?
G. Determine understanding A Describe to the client the steps in
H. Use simple, everyday language the task
B. Show the
20. Guidelines for active listening include: client how to do each task
C. Have the client try
D. Review what the each step
A. Making eye contact
B. Facing the client client did wrong with
C. Responding to the client each step
D. Leaning toward the client

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 CHAPTER 5 Interpersonal Communication 19

26. Which of the following are some of the other 29. 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. Confdent and calm
D. Make sure you set the pace
E. Allow for time to practise 30. You are teaching Mr. Simpson how to change
hisostomy bag. You would:
27. 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. Set a time limit for him to complete the
D. Stay calm and professional task
E. Argue your point
E. Listen and use silence 31. 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
MULTIPLE CHOICE
B. Stay calm and professional
C. Tell her you have been doing baths for
Circle the correct answer. many years and know what you are
doing
28. Interpersonal communication is defined as: D. Stop the bath and leave the room
A. A verbal account of client care and
observations 32. 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
information
two people
D. Helps you to find out about the client's
needs

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 20 CHAPTER S InterpersonalCommunication

MATCHING
Match the term with the definition.
33. A. Denial
GIving an acceptable reason or excuse for one's behaviour
Or actions B. Displacement
34. Transferring one's behaviour or emotions from one person, C. Projection
place, or thing to another
35. D. Regression
Keeping unpleasant or painful thoughts or experiences
from the conscious mind E. Rationalization
36.
Directing emotions toward another person or thing that E Repression
seems safe rather than toward the person or thing that S
the source of the emotions G. Reaction formation

37. Refusing toface or accept something that is unpleasant

38. Acting in a way that is opposite to what one truly feels
39. Retreating or moving back to an earlier time or condition
Match the description with the correct term.
40. Restating someone's message in your own words A. Open-ended questions
41. Communicating positively and directly without offending B. Nonverbal communica
others tion

42. Questions that invite a client to share thoughts C. Paraphrasing

43. Paying close attention to a client's verbal and nonverbal D. Verbal communication
communication
E. Closed questions
44. Questions that focus on specific information
E Interpersonal
45. Being attentive to a client's feelings communication

46. Messages sent without words

G. Empathetic listening
47. Limiting the conversation to a certain topic H. Body language
48. Gestures that send messages to others L. Active listening
49. Spoken words J. Focusing
50. Exchange of information between two people K. Assertiveness

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