CRCST Chapter 23 (8th Edition) Review Quiz

15 Questions | Total Attempts: 7006

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CRCST Chapter 23 (8th Edition) Review Quiz - Quiz

Success Through Communication


Questions and Answers
  • 1. 
    Which of the following is an example of communication?
    • A. 

      Spoken word

    • B. 

      Written word

    • C. 

      Non-verbal expressions

    • D. 

      All of the above

  • 2. 
    Central Service technicians who do not think they are being treated appropriately by their employer should
    • A. 

      Find another job.

    • B. 

      Discuss the problem with their workplace peers.

    • C. 

      Discuss the situation with their supervisor.

    • D. 

      Accept the situation as "the way things are done" at the facility.

  • 3. 
    Behavior relating to what is "right" and "wrong" relative to the standards of professional conduct are called
    • A. 

      Ethical behavior.

    • B. 

      Moral behavior.

    • C. 

      Legal behavior.

    • D. 

      Personal behavior.

  • 4. 
    A step in communication that occurs when a listener asks a question is called
    • A. 

      Stereotyping.

    • B. 

      Feedback.

    • C. 

      Communication looping.

    • D. 

      Halo interpretation.

  • 5. 
    This process allows a person to understand someone else's needs.
    • A. 

      Communication

    • B. 

      Human relations

    • C. 

      Feedback

    • D. 

      Moral behavior

  • 6. 
    When speaking, one should
    • A. 

      Be influenced by the listener's emotions.

    • B. 

      Concentrate on the listener rather than oneself.

    • C. 

      Concentrate on oneself rather than the listener.

    • D. 

      Use technical jargon to impress the listener.

  • 7. 
    Which of the following basic listening tactics is most useful?
    • A. 

      Try to listen only for specific facts

    • B. 

      Ignore any non-verbal communication "sent" by the speaker

    • C. 

      Focus on the delivery of the message rather than its content

    • D. 

      None of the above

  • 8. 
    The ability to use information gained from words or body language to interact with others.
    • A. 

      Communication

    • B. 

      Human relations

    • C. 

      Teamwork

    • D. 

      Mentoring

  • 9. 
    Which of the following is the most important factor necessary for teamwork?
    • A. 

      Attitude

    • B. 

      Promptness

    • C. 

      Loyalty

    • D. 

      Cooperation

  • 10. 
    Which of the following statements is correct?
    • A. 

      Informal work groups are "bad" for the organization

    • B. 

      Informal work groups develop an informal communication system called the grapevine

    • C. 

      A task group is an example of an informal group

    • D. 

      Employees can only be members of one formal group at a time

  • 11. 
    A group of employees from different departments within the healthcare facility that work together to solve operating problems is called a
    • A. 

      Decision-making team.

    • B. 

      Multi-dimensional team.

    • C. 

      Cross-functional team.

    • D. 

      Management/sub-management team.

  • 12. 
    Which of the following is true about a valuing diversity effort?
    • A. 

      It "happens" because top-level officials require it

    • B. 

      It occurs because a Central Service director desires it

    • C. 

      It is a "program" in which a committee "decides what to do"

    • D. 

      None of the above

  • 13. 
    Coaching is an example of
    • A. 

      Informal communication.

    • B. 

      Discipline.

    • C. 

      Formal communication.

    • D. 

      Mentoring.

  • 14. 
    Knowing what is expected and consistently meeting those expectations is part of
    • A. 

      Effective communications.

    • B. 

      Ethical behavior.

    • C. 

      Job success.

    • D. 

      Professional behavior.

  • 15. 
    When Central Service technicians have internet access at work
    • A. 

      It should be used for work-related purposes only.

    • B. 

      It may be used for any purposes as long as it doesn't interfere with work.

    • C. 

      It should only be used during break time.

    • D. 

      They should follow the facility's policy.