CRCST Chapter 23 (8th Edition) Review Quiz

All of the options provided - spoken word, written word, and non-verbal expressions - are examples of communication. Communication can occur through spoken words, such as in conversations or speeches. It can also occur through written words, such as in letters, emails, or books. Additionally, non-verbal expressions, such as body language, facial expressions, or gestures, can also convey messages and communicate information. Therefore, all of these options are valid examples of communication.

Central Service technicians who do not think they are being treated appropriately by their employer should discuss the situation with their supervisor. This is the most appropriate course of action as it allows the technicians to address their concerns directly with their supervisor, who may be able to provide a resolution or offer guidance on how to improve the situation. Finding another job may be a drastic step and should only be considered if all other avenues have been exhausted. Discussing the problem with their workplace peers can provide support, but may not lead to a resolution. Accepting the situation as "the way things are done" at the facility is not a proactive approach and may perpetuate unfair treatment.

When a listener asks a question during communication, it is considered as a step of feedback. Feedback is an essential part of effective communication as it allows the listener to clarify any doubts or seek further information. By asking a question, the listener actively engages in the conversation, showing their interest and seeking a better understanding of the message being conveyed. Therefore, the correct answer in this case is feedback.

When speaking, it is important to concentrate on the listener rather than oneself. This means paying attention to the listener's needs, emotions, and understanding. By focusing on the listener, one can tailor their communication to be more effective and engaging. It allows for better connection and ensures that the message is delivered in a way that the listener can easily comprehend and relate to. Concentrating on oneself rather than the listener may lead to a lack of empathy and understanding, resulting in ineffective communication.

Ethical behavior refers to actions and conduct that align with the standards of professional conduct. It involves making decisions and behaving in a way that is considered morally right and acceptable within a specific professional context. Ethical behavior is guided by principles such as honesty, integrity, fairness, and respect for others. It goes beyond personal beliefs and encompasses the larger framework of professional standards and expectations.

Attitude is the most important factor necessary for teamwork because it sets the tone for how team members interact with each other and approach their work. A positive attitude promotes collaboration, open communication, and a willingness to support and help each other. It also fosters a sense of motivation and enthusiasm, which can lead to increased productivity and overall success of the team. On the other hand, a negative attitude can hinder teamwork, create conflicts, and negatively impact the team's performance. Therefore, having a positive and cooperative attitude is crucial for effective teamwork.

A cross-functional team is a group of employees from different departments within a healthcare facility that work together to solve operating problems. This type of team brings together individuals with diverse skills and expertise to tackle complex issues and make decisions that benefit the entire organization. By leveraging the knowledge and perspectives of team members from various functional areas, cross-functional teams can effectively address challenges and implement innovative solutions.

Informal work groups develop an informal communication system called the grapevine. This is because informal work groups tend to form their own networks of communication outside of the formal channels established by the organization. The grapevine refers to the informal transmission of information, rumors, and gossip among employees. It can be a powerful communication tool within the organization, although it may not always be accurate or reliable.

The given options suggest that a valuing diversity effort is driven by top-level officials or a Central Service director or a committee. However, the correct answer states that none of these options are true. This implies that a valuing diversity effort is not solely dependent on the decisions or desires of specific individuals or committees. It could be a collective effort that involves multiple stakeholders and is driven by a shared commitment to promoting diversity and inclusivity.

Communication is the correct answer because it involves the ability to use information gained from words or body language to interact with others. Effective communication is essential for building relationships, understanding others, and conveying ideas and information clearly. It plays a crucial role in various aspects of life, including personal relationships, teamwork, and professional settings. Good communication skills enable individuals to express themselves effectively, listen actively, and understand others' perspectives, fostering better understanding and cooperation among people.

None of the above options is the most useful basic listening tactic. Listening only for specific facts may cause one to miss important context or underlying messages. Ignoring non-verbal communication can lead to a lack of understanding and misinterpretation of the speaker's intentions. Focusing solely on the delivery of the message may result in overlooking the actual content and meaning. Therefore, none of these tactics is the most effective approach to listening.

The correct answer is "they should follow the facility's policy." This answer is correct because it is a general statement that applies to all situations when Central Service technicians have internet access at work. It is important for employees to follow their organization's policy regarding internet usage to ensure that they are using it appropriately and not engaging in any activities that may interfere with their work responsibilities.

Coaching involves the transfer of knowledge and skills from a coach to a coachee in a structured and organized manner. It follows a set of rules and procedures and typically occurs in a formal setting, such as a classroom or training session. The coach acts as a formal communicator, providing guidance and instruction to the coachee. Therefore, coaching is an example of formal communication.

Communication is the correct answer because it is a process through which information, ideas, and feelings are exchanged between individuals. By engaging in effective communication, a person can gain insight into someone else's needs, allowing for better understanding and empathy. Communication involves both verbal and nonverbal methods, such as listening, speaking, writing, and body language, all of which contribute to understanding and meeting the needs of others.

Knowing what is expected and consistently meeting those expectations is a key aspect of professional behavior. In a professional setting, individuals are expected to understand their roles and responsibilities, adhere to ethical standards, and meet the expectations of their colleagues, clients, and superiors. By consistently meeting these expectations, individuals demonstrate professionalism, which is crucial for job success and effective communication. Professional behavior encompasses various qualities such as reliability, accountability, respectfulness, and integrity, which are essential for maintaining a positive and productive work environment.