CRCST Chapter 23 (8th Edition) Review Quiz
Success Through Communication
- 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.
Questions: 497 | Attempts: 456655 | Last updated: Jun 27, 2022
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