Handout 6-1

Students Name _________________________

Chapter 6: Principles of Effective Communication--Quiz

Circle the letter of the best answer to each multiple-choice question.

1.

An Emergency Medical Responder should position herself to communicate with a

patient:
a.
b.
c.
d.

2.

The personal space around a patient is ________ feet in all directions.

a.
b.
c.
d.

3.

Good lighting
Quiet
Being at patients eye level
Distractions

A(n) ________ question cannot be answered with a one-word answer.

a.
b.
c.
d.

5.

3
4
5
6

Which of the following is a barrier to communication?

a.
b.
c.
d.

4.

above eye level.

at eye level.
well below eye level.
at any level that is comfortable.

close-ended
direct
open-ended
optional

Which of the following is NOT a pitfall in a successful patient interview?

a.
b.
c.

Providing false reassurance

Interrupting a patients answer
Letting the patient talk

d.
6.

The person who introduces the communication process is called the:

a.
b.
c.
d.

7.

receiver.
sender.
delayer.
obstructer.

A two-way radio that can be carried on a belt is referred to as:

a.
b.
c.
d.

8.

portable.
mobile.
base.
repeater.

If your patient has impaired hearing, you should:

a.
b.
c.
d.

9.

Asking leading questions

exaggerate when speaking.

use very simple words.
shout.
ask a family member for help.

Which of the following is the best way to handle a patient who cant communicate
due to mental impairment?
a.
b.
c.
d.
10.

Dont communicate; just transport to the closest hospital

Ask another health care provider to tell you about the patient
Keeping trying to communicate with the patient
Use alternate forms of communication, such as sign language

Nonverbal communication may be relayed through our:

a.
b.
c.
d.

words that we use.

written messages.
tone of voice.
body language.

2012 by Pearson Education, Inc.

EMR 9

Handout 6-2

Students Name _________________________

The Call: Talking About Chest Pain

Read the scenario. Then, in the space provided, answer the questions that follow.
You are called to a 49-year-old male who is complaining of a sharp, stabbing pain
in his chest. Upon your arrival, the mans daughter introduces herself and leads you into
the garage. There you see her father sitting on the floor with his fist clutched to his chest.
After a scene size-up, you approach the patient, introduce yourself, crouch down
to his eye level, and ask him his name and age. I am Roberto Gonzalez, he replies. Im
49, but I feel like 100. Am I having a heart attack?
You reply that you cannot make a diagnosis but that you will relay a description
of his condition to the medical personnel who take him to the hospital. You listen
carefully and take notes as he describes his chief complaint.
Your initial assessment shows that the patient is alert, but his breathing is rapid
and shallow. You administer oxygen, explaining that it should help ease his breathing.
Then, as you take the patients baseline vital signs (breathing28; pulse120, regular,
bounding; BP160/100), your partner begins a SAMPLE history, explaining the general
purpose of her questions as she goes along.
1. What aspects of good communication are demonstrated in this scenario?

2.

What information would you include in the transfer of patient information to the
Paramedics who take over this patients care?

2012 by Pearson Education, Inc.

EMR 9

Handout 6-3

Students Name _________________________

Chapter 6 Review

In the space provided, write the word or words that best complete each sentence.
1.

Communication that occurs between three or fewer participants is called

_________ __________.

2.

A type of communication that focuses on advancing the physical and emotional

well-being of the patient is called __________ ___________.

3.

When there is a ____________ of ____________ , information about the

assessment and care that an Emergency Medical Responder provides is handed off to
incoming EMS providers or receiving hospital personnel.

4.

When communicating with a person with impaired hearing, the Emergency

Medical Responder should speak ____________.

5.

A __________ is a fixed antenna that is used to boost a radio signal.

6.

A question that can be answered with a yes or no response is called a direct or

____________-____________ question.

7.

Distractions or physical objects that impede assessment of care are called

____________ ____________ ____________.

8.

____________ ____________ is an area, approximately 3 feet around a patient,

in which the patient feels relatively comfortable.

9.

The __________ is the thought, concept, or idea that is being transmitted during
communication.

10.

A(n) ____________ radio is a two-way device mounted in a vehicle.

2012 by Pearson Education, Inc.
EMR 9

Handout 6-4

Students Name _________________________

Listing

Complete each listing activity on the lines provided.

1. List seven pitfalls that can interfere with a successful patient interview.
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
2. List five general rules that an Emergency Medical Responder should follow when
using a radio.
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
2012 by Pearson Education, Inc.
EMR 9

Answer Key
Handout 6-1: Chapter 6 Quiz
1.
b
2.
a
3.
d
4.
c
5.
c
6.
b
7.
a
8.
d
9.
b
10.
d
Handout 6-2: The Call: Talking About Chest Pain
1.
The Emergency Medical Responder introduces himself and crouches at the
patients eye level. He does not guess at a diagnosis, but he does make an effort to
provide as much information as possible in an honest and direct manner, showing the
patient that he is engaged and is listening to what the patient is saying.
2.
The following information should be transferred to the Paramedic:

Patients condition (initially & currently)

Patients age and sex

Chief complaint

Brief, pertinent history of what happened

How you found the patient

Relevant past medical and traumatic conditions

Vital signs

Pertinent physical exam findings

Care given and patients response to this care

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.

Handout 6-3: Chapter 13 Review

Interpersonal communication
Therapeutic communication
transfer of care
normally
repeater
closed-ended
barriers to communication
Personal space
message
portable (mobile)
Handout 6-4: Listing
1. Any seven from the following list:

Not paying attention to a patient who is talking (active learning)

Talking with the patient when there are too many distractions
Not having enough privacy
Not having a comfortable enough environment
Not giving the patient enough personal space
Not answering the patients questions honestly
Talking too much (not letting the patient talk)
Interrupting the patients answers
Giving the appearance that you are judging
Asking leading questions
Giving unwarranted or unauthorized advice
Providing false reassurances
Not using the best interview technique (not using open-ended or
closed-ended questions when appropriate)
2. Any five from the following list:

Speak slowly and clearly.

Hold the radio (microphone) about 4 inches from the mouth.

Speak on the radio only when necessary.

Listen for other radio traffic before transmitting.

Avoid using patient names and other confidential (protected)

information on the radio.

Speak professionally. (Avoid slang, jargon, humor, or EMS providers

names.)

Be sure that your radio battery is charged and/or have a spare

available.

Follow local radio procedure or protocols.

2012 by Pearson Education, Inc.
EMR 9