CSPD CST Chapter 22
Chapter 22
- 1.The manager brings the new employee into the department for his first day of work. They stop by the instrument work station for an introduction to co-workers. As they walk away, one of the instrument assembly technicians says, "He looks like Tom, that guy who used to work weekends. I hope he insn't as careless as Tom was. That's just what we need, another person like that making mistake after mistake." The other instrument assemblers nod in agreement, "looks like we are geeting another "Tom" . That's just what we don't need.
- A.
Stereotypes
- B.
Just like me
- C.
Unfair comparison
- D.
Pitchfork effect
- 2.The supervisor announces that Mary is switching to the evening shift. While Mary is an excellent worker with good organizational skills,she doesn't have much in common with her co-workers on the evening shift. Most of the evening shift personnel are the busy raising young families. They like the same music, the same television programs, and they have very similar interests. They are not happy about Mary joining their work group because she just won't "fit in ".
- A.
Sterotypes
- B.
Just like me
- C.
Unfair comparison
- D.
Pitchfork effect
- 3.The Central Service Technicians assigned to the decontamination area have worked together for a long time. Each has several years of experience in the job. When one of their workgroup retires, a new employee is hired to take her place. The new employee attended a technical college program and attained Central Service ceritfication right after high school. His co-workers are concerned because they fear that he will be unreliable, and may not follow protocols as they do. Even though they haven't worked with him yet, they know he won't take his job seriously because younger people just don't take work seriously.
- A.
Just Like me
- B.
Sterotypes
- C.
Pitchfork effect
- D.
Unfair comparison
- 4.Jo is one of the department's best case cart technicians. She is familiar with all the items in the case cart system and has excellent customer service skills when dealing with the surgery staff. Jo is cross-trained to all in work areas of the departmnet and occasionally works in the instrument assembly area. While she is trained to work in the instrument area, she is not as fast as some of the other instrument assemblers who are assigned to that area on a more regular basis. When jo is assigned to the instrument assembly area, she feels awkward because she know she in not as fast as the other instrument assemblers and she can sense their frustration with having to work with her
- A.
Unfair comparison
- B.
Pitchfork effect
- C.
Just Like me
- D.
Sterotypes
- 5.Which of the following is not an example of communication ?
- A.
The words you speak
- B.
The words you write
- C.
Non-verbal expressions you use
- D.
A and B are examples of communication
- E.
All of the above are examples of communication.
- 6.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
- 7.Behavior relating to what is "right and wrong" relative to the standards of donduct for your profession are called :
- A.
Ethical behavior
- B.
Moral behavior
- C.
Legal behavior
- D.
Personal behavior
- 8.A step in communication that occurs when a listener aska a question is called :
- A.
Sterotyping
- B.
Feedback
- C.
Communication looping
- D.
Halo interpretation
- 9.Which of the following statements is True ?
- A.
We only communicate when we want to
- B.
Words mean the same to everyone
- C.
A message would contain all possible information
- D.
None of the above statements is true
- 10.When speaking, you should :
- A.
Be influenced by the listener's emotions
- B.
Concentrate on the listener rather than oneself
- C.
Concentrate on yourself rather than the listener
- D.
Use technical jargon to impress the listener
- 11.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 tactics is a useful listening tactic
- 12.Which of the following questions is open-ended ?
- A.
"How long have you worked here?"
- B.
"Do you like your job?"
- C.
"What problems do you most frequetly encounter on the job?"
- D.
"What is the name of the Central Service Director?"
- 13.Which of the following is the most important factor necessary for teamwork ?
- A.
Attitude
- B.
Promptness
- C.
Loyalty
- D.
Cooperation
- 14.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
- 15.A group of employees from different departments within the healthcare facility that work together to solve opertaing problems is called a :
- A.
Decision-making team
- B.
Multi-dimensional team
- C.
Cross-functional team
- D.
Management-sub management team
- 16.Which of the following is true about a valuing diversity effort ?
- A.
It "happens" because top-level officials requie effort ?
- 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 statements is correct
- 17.Customer complaints are best handled through which of the following approaches ?
- A.
Empowerment
- B.
Service recovery
- C.
Procedure compliance tactics
- D.
Uniform implementation of policies
- 18.Which of the following is the most important priority ?
- A.
Saving money
- B.
Helping patients
- C.
Completing assignments on time
- D.
Doing all work according to the stated policy and procedure
- 19.When Central Service Technicians have internet acces at work :
- A.
It should be used for work-relate4d purposes only
- B.
It may be used for any purposes as long as it doesn's interfere with work
- C.
It should only be used during break time
Questions: 150 | Attempts: 16790 | Last updated: Oct 28, 2020
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