CRCST Chapter 23 (8th Edition) Review Quiz

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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

    Correct Answer
    D. All of the above
    Explanation
    All of the options provided - spoken word, written word, and non-verbal expressions - are examples of communication. Communication can occur through spoken words, such as in conversations or speeches. It can also occur through written words, such as in letters, emails, or books. Additionally, non-verbal expressions, such as body language, facial expressions, or gestures, can also convey messages and communicate information. Therefore, all of these options are valid examples of communication.

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  • 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.

    Correct Answer
    C. Discuss the situation with their supervisor.
    Explanation
    Central Service technicians who do not think they are being treated appropriately by their employer should discuss the situation with their supervisor. This is the most appropriate course of action as it allows the technicians to address their concerns directly with their supervisor, who may be able to provide a resolution or offer guidance on how to improve the situation. Finding another job may be a drastic step and should only be considered if all other avenues have been exhausted. Discussing the problem with their workplace peers can provide support, but may not lead to a resolution. Accepting the situation as "the way things are done" at the facility is not a proactive approach and may perpetuate unfair treatment.

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  • 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.

    Correct Answer
    A. Ethical behavior.
    Explanation
    Ethical behavior refers to actions and conduct that align with the standards of professional conduct. It involves making decisions and behaving in a way that is considered morally right and acceptable within a specific professional context. Ethical behavior is guided by principles such as honesty, integrity, fairness, and respect for others. It goes beyond personal beliefs and encompasses the larger framework of professional standards and expectations.

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  • 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.

    Correct Answer
    B. Feedback.
    Explanation
    When a listener asks a question during communication, it is considered as a step of feedback. Feedback is an essential part of effective communication as it allows the listener to clarify any doubts or seek further information. By asking a question, the listener actively engages in the conversation, showing their interest and seeking a better understanding of the message being conveyed. Therefore, the correct answer in this case is feedback.

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  • 5. 

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

    • A.

      Communication

    • B.

      Human relations

    • C.

      Feedback

    • D.

      Moral behavior

    Correct Answer
    A. Communication
    Explanation
    Communication is the correct answer because it is a process through which information, ideas, and feelings are exchanged between individuals. By engaging in effective communication, a person can gain insight into someone else's needs, allowing for better understanding and empathy. Communication involves both verbal and nonverbal methods, such as listening, speaking, writing, and body language, all of which contribute to understanding and meeting the needs of others.

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  • 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.

    Correct Answer
    B. Concentrate on the listener rather than oneself.
    Explanation
    When speaking, it is important to concentrate on the listener rather than oneself. This means paying attention to the listener's needs, emotions, and understanding. By focusing on the listener, one can tailor their communication to be more effective and engaging. It allows for better connection and ensures that the message is delivered in a way that the listener can easily comprehend and relate to. Concentrating on oneself rather than the listener may lead to a lack of empathy and understanding, resulting in ineffective communication.

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  • 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

    Correct Answer
    D. None of the above
    Explanation
    None of the above options is the most useful basic listening tactic. Listening only for specific facts may cause one to miss important context or underlying messages. Ignoring non-verbal communication can lead to a lack of understanding and misinterpretation of the speaker's intentions. Focusing solely on the delivery of the message may result in overlooking the actual content and meaning. Therefore, none of these tactics is the most effective approach to listening.

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  • 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

    Correct Answer
    A. Communication
    Explanation
    Communication is the correct answer because it involves the ability to use information gained from words or body language to interact with others. Effective communication is essential for building relationships, understanding others, and conveying ideas and information clearly. It plays a crucial role in various aspects of life, including personal relationships, teamwork, and professional settings. Good communication skills enable individuals to express themselves effectively, listen actively, and understand others' perspectives, fostering better understanding and cooperation among people.

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  • 9. 

    Which of the following is the most important factor necessary for teamwork?

    • A.

      Attitude

    • B.

      Promptness

    • C.

      Loyalty

    • D.

      Cooperation

    Correct Answer
    A. Attitude
    Explanation
    Attitude is the most important factor necessary for teamwork because it sets the tone for how team members interact with each other and approach their work. A positive attitude promotes collaboration, open communication, and a willingness to support and help each other. It also fosters a sense of motivation and enthusiasm, which can lead to increased productivity and overall success of the team. On the other hand, a negative attitude can hinder teamwork, create conflicts, and negatively impact the team's performance. Therefore, having a positive and cooperative attitude is crucial for effective teamwork.

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  • 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

    Correct Answer
    B. Informal work groups develop an informal communication system called the grapevine
    Explanation
    Informal work groups develop an informal communication system called the grapevine. This is because informal work groups tend to form their own networks of communication outside of the formal channels established by the organization. The grapevine refers to the informal transmission of information, rumors, and gossip among employees. It can be a powerful communication tool within the organization, although it may not always be accurate or reliable.

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  • 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.

    Correct Answer
    C. Cross-functional team.
    Explanation
    A cross-functional team is a group of employees from different departments within a healthcare facility that work together to solve operating problems. This type of team brings together individuals with diverse skills and expertise to tackle complex issues and make decisions that benefit the entire organization. By leveraging the knowledge and perspectives of team members from various functional areas, cross-functional teams can effectively address challenges and implement innovative solutions.

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  • 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

    Correct Answer
    D. None of the above
    Explanation
    The given options suggest that a valuing diversity effort is driven by top-level officials or a Central Service director or a committee. However, the correct answer states that none of these options are true. This implies that a valuing diversity effort is not solely dependent on the decisions or desires of specific individuals or committees. It could be a collective effort that involves multiple stakeholders and is driven by a shared commitment to promoting diversity and inclusivity.

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  • 13. 

    Coaching is an example of

    • A.

      Informal communication.

    • B.

      Discipline.

    • C.

      Formal communication.

    • D.

      Mentoring.

    Correct Answer
    C. Formal communication.
    Explanation
    Coaching involves the transfer of knowledge and skills from a coach to a coachee in a structured and organized manner. It follows a set of rules and procedures and typically occurs in a formal setting, such as a classroom or training session. The coach acts as a formal communicator, providing guidance and instruction to the coachee. Therefore, coaching is an example of formal communication.

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  • 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.

    Correct Answer
    D. Professional behavior.
    Explanation
    Knowing what is expected and consistently meeting those expectations is a key aspect of professional behavior. In a professional setting, individuals are expected to understand their roles and responsibilities, adhere to ethical standards, and meet the expectations of their colleagues, clients, and superiors. By consistently meeting these expectations, individuals demonstrate professionalism, which is crucial for job success and effective communication. Professional behavior encompasses various qualities such as reliability, accountability, respectfulness, and integrity, which are essential for maintaining a positive and productive work environment.

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  • 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.

    Correct Answer
    D. They should follow the facility's policy.
    Explanation
    The correct answer is "they should follow the facility's policy." This answer is correct because it is a general statement that applies to all situations when Central Service technicians have internet access at work. It is important for employees to follow their organization's policy regarding internet usage to ensure that they are using it appropriately and not engaging in any activities that may interfere with their work responsibilities.

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