Answer Key Chapter 3

Answer Key - Chapter 3
Objective Questions
1. False: Patients complain most about poor communication with
healthcare personnel.
2. False: The HCP should use the problem solving tone with the patient.
3. False: The focus of the visit should remain on the patient.
4. Problem-solving and Expressive.
5. True.
6. True.
7. False: The HCP should use Standard English with correct grammar.
8. True.
9. False: Paraphrasing back what the patient has said allows for the
following: the HCP can verify that they have understood the patient’s
message; the patient can verify that the
HCP has understood; the HCP can build rapport with the patient; the
HCP can keep the patient talking.
Short Answer Questions

1. The problem-solving tone is the tone the HCP uses most frequently
when serving patients’ needs. A significant part of the allied health
professional’s job consists of verbally collecting important information
from the patient and providing explanations and solutions to the patient.
The problem-solving tone is what the patient rightfully expects from the
HCP. In the case of a skin rash, the problem-solving tone allows the
HCP and the patient to focus on the cause of the rash and treatment
without allowing the discussion to become embarrassing.
2. During the patient visit, moments of “downtime” can become

awkward for the patient if they pass in utter silence. It is therefore
helpful to the process if the HCP briefly comments on what they are
doing, just to keep the interaction alive and allow the patient to remain
engaged in the active role they take in their own care. Such commenting,
moreover, can ease fear and reduce anxiety for the patient. Two such
instances when commentary could reduce anxiety would be while
changing a urinary catheter and changing an IV bag on a patient’s pump.
3. Since first impressions are important, using the patient’s name in
greeting them at the initial meeting is a way to make a good first
impression. It shows respect. As an HCP who has effective
communication skills, you understand the importance of establishing
rapport with the patient. Using the patient’s name at the initial meeting
and at the beginning of each subsequent meeting is crucial to that
rapport.
4. The patient is likely to feel more comfortable responding to Statement
B, which uses a problem-solving tone, than to Statement A, which uses a
directive tone that sounds almost accusatory. In virtually every case the
patient would be more receptive to what the HCP is saying when a
problem-solving tone is used to convey information.
5. Perhaps the most important part of good listening is paraphrasing. To
paraphrase is to use your own words to repeat what someone else has
said. Good paraphrasing skills are essential to effective communication.
An HCP should use paraphrasing for several important reasons.
A) Paraphrasing provides a test of the message for the HCP.
Paraphrasing back to the patient what the patient has said provides the
HCP with an opportunity to verify that they have understood what the
patient has said. By paraphrasing, the HCP is allowing the patient to
either confirm that the HCP has the correct information or to point out
inconsistencies or gaps in the information. Under optimal circumstances,
this is simply to verify that the HCP has received the same message that
the patient has intended to send. However, circumstances are not always
optimal. A patient may be angry, confused, in pain, speech impaired, or
in some other condition that makes it more difficult for them to get their
message across to the HCP. It is important that the
HCP try to understand exactly what the patient is trying to communicate.
B) Paraphrasing allows for a test of the message for the patient. The
patient can listen to their HCP’s paraphrase, checking to see that the
paraphrase is what the patient intended to say and that the HCP
understands.
C) Paraphrasing allows for a building of rapport and trust between the
patient and the HCP. The HCP shows engagement with the patient’s
case, validating the patient’s concerns. The patient understands from this
interaction that the HCP is focused on the patient and cares about them.
The patient is then more likely to slow down and listen carefully to the
HCP.
D) Paraphrasing keeps the focus on the patient and keeps the patient
talking. Paraphrasing what the patient says reinforces the point that the
healthcare encounter is occurring for the purpose of helping the patient.
The patient is made to understand that everything they and the HCP say
has to do exclusively with the patient. When the patient clearly
understands this, they are at greater ease in the therapeutic relationship,
becoming better able to play a role in their own care. The patient
typically has a lot to say about their own case, even if they do not seem
to at first. However, once the HCP has helped the patient understand that
a complete focus on the patient’s case is entirely appropriate, the patient
will feel more comfortable and open up.
6. As an HCP you want to receive important information from the

patient. When the patient begins to tell you their story, remember to let
them finish. Interrupting a speaker indicates that the listener does not
think the speaker’s message is very important. An
HCP who has effective communication skills will allow the patient to
finish speaking without unnecessary interruption. To allow the patient to
finish speaking is to reinforce the message that you are there to serve the
patient’s needs.
7. Open-ended questions lead to the kinds of answers that the HCP will
want to paraphrase, that is, longer answers with more detail and
emotion. We use open-ended questions when we want to hear the whole
story. Open-ended questions most frequently begin with the words
“how” or “what.” Open-ended questions encourage the patient to further
discuss issues of concern, and they can be very helpful in coming to a
complete understanding of the patient’s needs.

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Answer Key - Chapter 3

Short Answer Questions

2. During the patient visit, moments of “downtime” can become

6. As an HCP you want to receive important information from the

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