Exam Communication skills and the legal environment conversion programme 2019

1. Communication maybe in---------- form

A verbal B written C nonverbal D all above
2. Communication is essentially
A information B messages C words D all above
3. Communication in an institution can occur for------- intention
A formal B informal C legal D all above
4. Institutions may be bound by------------ dimensions of the legal environment
A local B national C international D all above
5. Rules communicated to employees in an institution constitute
A law B discipline C customs D all above
6. A reason for wrong number is communication is
A additional digit B mixing digits C wrong digits D all above
7. A wrong number in communication can also be because
A system failure B wrong appointments C mistakes D none above
8. The main characteristic of an appointment is
A arrangement B time C communication D none above
9. An appointment can be scheduled
A manually B using a computer C A and B D none above
10. Appointments can be scheduled following a
A structured system B flexible hours C open hours D all above
11. An organised gathering of people for a discussion is
A appointment B communication C meeting D none above
12. Persons in a meeting maybe classed as
A chairpersons B members C A and B D none above
13. An item that is used in to direct a meeting is
A communication B appointment C agenda D none above
14. A meeting can be interrupted by
A disagreements B personal interest C poor use of agenda D all above
15. The most important tool to refocus a meeting after interruptions is the
A agenda B chairperson C members D none above
16. A characteristic of a chairperson that can be used to refocus a meeting is
A maintaining calmness B positive tone of voice C demonstration of curiosity D all above
17. A way to disagree at a meeting is
A sharing knowledge B being clear C self confidence D all above
18. An apology may show--------------over one’s actions
A regret B reconciliation C acknowledgement D none above

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19. An apology is offered because it helps to--------- between those concerned
A dialogue B re-establish relationship C restore dignity D all above
20. Damaged relationships, reputation and creation of a negative work environment are consequences
of not offering --------------------to the other person
A apologies B appointments C meetings D none above
21. Requiring courage, being arrogant or feeling embarrassment are attitudes that form barriers to
effective
A apologies B appointments C meetings D all above
22. Expressing remorse, admitting responsibility and promising change are ways of obtaining -------------
appropriately
A appointments B apologies C meetings D disagreements
23. Interviews, reprimands and confrontations at work are instances where-------------maybe used
A reports B polite speech C amends D apologies
24. --------------- is used for business, scientific or technical communication
A essays B reports C academic writing D none above
25. A report has a purpose and
A intention B aim C objective D audience
26. The part of a report that sets out to make inferences from the information presented is
A conclusion B recommendation C summary D introduction
27. A part of a report that sets out to make suggestions is
A conclusion B recommendation C summary D introduction
28. Style in report writing should include
A clarity B plain English C audience D all above
29. The best moment to ask for a pay rise at an institution is after
A meeting B researching salaries C right timing D all above
30. A client who is angry, manipulative or aggressive is considered----------- in communication
A stubborn B emotional C difficult D none above
31. Polite language, eye contact, appropriate body language are attitudes to adopt to handle------------
clients
A stubborn B emotional C difficult D all above
32. Facial expressions, keeping hands uncrossed and not getting too close to the patient are behaviours
to adopt when handling---------------clients
A stubborn B emotional C difficult D none above
33. All employees in an institution are expected to know basic--------------
A legal regulations B laws C A or B D none above
34. An example of business regulations in an institution is ---------law
A tax B employment C environmental D all above
35. Employment law protects employees against

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 A harassment B injuries C civil rights violation D all above
36. Employment law also offers employees
A rights B work place insecurity C discriminatory hiring D none above
37. Environmental law situates an organisation with respect to the
A natural world B protecting animals C protecting plants D all above
38. Consumer protection law is especially concerned with
A product liability B wholesalers C distributors D vendors
39. Consumer protection law holds---------------accountable for damages caused to goods and services
delivered to consumers
A wholesalers B distributors C vendors D all above
40. Consumer protection also covers aspects of consumer right to
A privacy B autonomy C consent D none above
41. Keeping financial records, health information and other communication safe is an aspect of
A privacy B confidentiality C autonomy D consent
42. A contract is characterised by a written
A letter B agreement C form D all above
43. A contract concerns both employees and
A lawyers B employees C contracts D all above
44. A contract details conditions of work but also employee
A rights B liabilities C information D all above
45. Intellectual property, financial regulations and bankruptcy are other conditions for
A laws B business regulations C business rights D none above
46. Laws can govern
A an activity B a particular discipline C institution D all above
47. Laws are interpreted by
A system of courts B judicial process C legal officers D all above
48. The relationship law and practice is provided by-----------------of society
A beliefs B customs C culture D all above
49. All practice including ------------- is subject to law
A medicine B healthcare C nursing D all above
50. Communication skills assist healthcare workers to comply with and react to---------- at work
A regulations B laws C legal conditions D all above
51. The main element of communication is
A message B information C knowledge D all above
52. Communication is usually a two way process between
A originator B receiver C A and B D all above
53. A component of communication is
A message source B receiver C feedback D all above

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54. The receiver of a message in communication produces
A answers B response C feedback D all above
55. Feedback is especially important in healthcare because it demonstrates----------------to the original
message
A reaction B response C understanding D all above
56. Effective communication in healthcare must be
A unilateral B bi-lateral C two-way D B and C
57. A message in communication can be in the form of
A information B data C A and B D all above
58. In healthcare the most common channel of communication is
A face to face B face to group C written D all above
59. In healthcare the most common channel of common channel of communication where active listening
is required is
A face to face B face to group C written D A and B
60. Healthcare professionals usually use------------ to carry out mass communication
A radio B telephone C posters D all above
61. The most essential component of communication is ------------- of the
message
A originator B decoder C understanding D feedback
62. When the message has been received as in question 1 above; it is said to have been
A decoded B transmitted C feedback D communicated
63. The message decoder produces an appropriate -------------- to the message
A response B feedback C information D none above
64. Communication of messages in organisations is not usually in ------------ circumstances
A interpersonal B intergroup C intrapersonal D informal
65. The intention for communication in organisations is usually for-----------purposes
A interpersonal B intergroup C formal D none above
66. Communication shared with patients in healthcare is
A interpersonal B formal C therapeutic D all above
67. Disciplines, departments or organisations communicate in healthcare in instances of ----------
communication
A interpersonal B intergroup C feedback D none above
68. Communication flow along hierarchies in organisations constitute ------------- communication
A formal B informal C directional D intentional
69. Communication flow in reciprocal directions along the hierarchies in an organisation constitutes
A formal B informal C directional D vertical
70. Workers at the same hierarchical level carry out ----------- communication
Ainformal Bformal C directional D horizontal

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71. It is important to identify the type of communication in your organisation which can be
A upward B downward C lateral D all above
72. Communication in an organisation in an organisation that carries work related information is usually
delivered
A formally B informally C grapevine D none above
73. Communication between a person and another person or a group is
A intrapersonal B interpersonal C intergroup D none above
74. Communication can be
A verbal B oral C spoken D all above
75. communication that is transmitted for work in healthcare is usually
A written B spoken C nonverbal D all above
76. Communication that influences healthcare decisions can be in----------form
A verbal B written C non verbal D all above
77. Communication used for education in healthcare must be-------------sensitive
A audience B language C context D all above
78. Communication within an organisation or department in healthcare is
A internal B formal C informal D none above
79. Communication with other organisations or departments in healthcare is
A internal B external C formal D informal
80. Formal communication is
A official B downward C upward D all above
81. Formal communication in organisations passes through
A hierarchies B downward direction C upward direction D all above
82. Informal communication is not usually-----------------to the organisation
A objective B formal C A and B D none above
83. Informal communication can also be called
A rumours B information C non directional D all above
84. Informal communication in an organisation is usually---------------- but influences workoutput
A non-authoritative B non-verifiable C non-objective D all above
85. Informal communication in organisations follows a network called
A grapevine B rumours C lateral direction D none above
86. Upward communication carries information from the -----------of the organisation
A top B bottom C same level D all above
87. Downward communication carries information from the-------------of the organisation
A top B bottom C same level D all above
88. Horizontal communication has the advantage of promoting

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 A coordination B collaboration C communication D all above
89. Horizontal communication helps to limit---------------at the same level of the organisation
A duplicated efforts B waste of resources C lack of coordination D all above
90. Apart from face to face communication with patients healthcare workers use------ medium for
communication
A telephone B fax machine C radio D all above
91. A dial pad, ear piece, and microphone are parts of a
A telephone B face machine C radio D computer
92. The way of socialising using a telephone is referred to as
A manners B behaviours C attitudes D communication
93. Asking for a name and identifying oneself are some ways to answer the
A telephone B radio C A and B D none above
94. Telephone is used in healthcare to
A receive messages from clients B connect to another department C connect to another organisation
D all above
95. To leave a message on the telephone when someone is unavailable involves
A leaving a message B checking the message C identifying yourself D all above
96. socialisation is learned in both informal and ----------context
A formal B social C culture D all above
97. Healthcare workers are socialised by learning skills from
A communication B education C language D clients
98. socialisation is usually achieved through
A language B communication C education D none above
99. Socialisation normally occurs as a----------- process
A continuous B lifelong C long life D none above
100. New persons to a society are first socialised by use of
A language B education C culture D all above