CSPD CST Chapter 22

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  • 1/19 Questions

    Central Service Technicians who do not think they are being treated appropriately by their employer should :

    • Find another job
    • Discuss the problem with their workplace peers
    • Discuss the situation with their supervisor
    • Accept the situation as "the way things are done" at the facility
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About This Quiz

CSPD CST Chapter 22 quiz assesses understanding of workplace communication dynamics, focusing on biases, stereotypes, and team integration challenges. It is designed for professionals aiming to enhance their interpersonal skills and adaptability in diverse work environments.

CSPD CST Chapter 22 - Quiz

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  • 2. 

    A step in communication that occurs when a listener aska a question is called :

    • Sterotyping

    • Feedback

    • Communication looping

    • Halo interpretation

    Correct Answer
    A. Feedback
    Explanation
    Feedback is the correct answer because it refers to the step in communication where a listener asks a question. Feedback is an essential part of effective communication as it allows the listener to seek clarification or further information from the speaker. By asking a question, the listener actively engages in the conversation and demonstrates their understanding or interest in the topic being discussed. This step helps to ensure that the message is properly received and understood, promoting clear and effective communication between the parties involved.

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  • 3. 

    Behavior relating to what is "right and wrong" relative to the standards of donduct for your profession are called :

    • Ethical behavior

    • Moral behavior

    • Legal behavior

    • Personal behavior

    Correct Answer
    A. Ethical behavior
    Explanation
    Ethical behavior refers to the conduct that aligns with the standards and principles of what is considered right and wrong within a specific profession. It involves making decisions and taking actions that are morally and socially responsible, and that prioritize the well-being and interests of others. Ethical behavior goes beyond legal requirements and personal preferences, and it is essential for maintaining trust, integrity, and professionalism in any profession.

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  • 4. 

    When Central Service Technicians have internet acces at work :

    • It should be used for work-relate4d purposes only

    • It may be used for any purposes as long as it doesn's interfere with work

    • It should only be used during break time

    Correct Answer
    A. It should be used for work-relate4d purposes only
    Explanation
    The correct answer is that when Central Service Technicians have internet access at work, it should be used for work-related purposes only. This means that employees should only use the internet for tasks that are directly related to their job responsibilities and duties. Using the internet for personal purposes or activities that do not contribute to the completion of work tasks would be considered a misuse of company resources and time. By limiting internet usage to work-related purposes, employees can stay focused and productive during their working hours.

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  • 5. 

    When speaking, you should :

    • Be influenced by the listener's emotions

    • Concentrate on the listener rather than oneself

    • Concentrate on yourself rather than the listener

    • Use technical jargon to impress the listener

    Correct Answer
    A. Concentrate on the listener rather than oneself
    Explanation
    When speaking, it is important to concentrate on the listener rather than oneself. This means paying attention to the listener's reactions, emotions, and understanding. By focusing on the listener, the speaker can adjust their communication style, tone, and content to effectively convey their message and ensure that it is well-received. It is important to prioritize the listener's needs and perspective in order to establish effective communication and create a connection with them.

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  • 6. 

    Which of the following is the most important factor necessary for teamwork ?

    • Attitude

    • Promptness

    • Loyalty

    • Cooperation

    Correct Answer
    A. Attitude
    Explanation
    Attitude is the most important factor necessary for teamwork because it determines how individuals approach and contribute to the team. A positive attitude fosters collaboration, open communication, and a willingness to work towards common goals. It also influences the overall morale and motivation of the team members, creating a supportive and productive work environment. Without a positive attitude, individuals may be resistant to cooperation, lack commitment, and hinder the team's progress. Therefore, having the right attitude is crucial for effective teamwork.

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  • 7. 

    Which of the following statements is correct ?

    • Informal work groups are "bad" for the organization

    • Informal work groups develop an informal communication system called the grapevine.

    • A task group is an example of an informal group

    • Employees can only be members of one formal group at a time

    Correct Answer
    A. Informal work groups develop an informal communication system called the grapevine.
    Explanation
    The correct answer is "Informal work groups develop an informal communication system called the grapevine." This statement is correct because informal work groups, by their nature, tend to develop their own informal communication channels. The grapevine refers to the informal network of communication that spreads rumors, gossip, and information throughout the organization. This communication system can have both positive and negative effects on the organization, depending on how it is managed and utilized.

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  • 8. 

    A group of employees from different departments within the healthcare facility that work together to solve opertaing problems is called a :

    • Decision-making team

    • Multi-dimensional team

    • Cross-functional team

    • Management-sub management team

    Correct Answer
    A. Cross-functional team
    Explanation
    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, knowledge, and expertise, allowing for a comprehensive and holistic approach to problem-solving. By leveraging the strengths of employees from various departments, a cross-functional team can effectively address complex issues and implement innovative solutions that may not be possible with a single department or functional team.

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  • 9. 

    Which of the following is true about a valuing diversity effort ?

    • It "happens" because top-level officials requie effort ?

    • It occurs because a Central Service Director desires it

    • It is a "program" in which a committee "decides what to do"

    • None of the above statements is correct

    Correct Answer
    A. None of the above statements is correct
    Explanation
    The given answer states that none of the above statements is correct. This means that the explanation should focus on explaining why none of the statements is true about a valuing diversity effort. However, since the question is incomplete and not readable, it is not possible to generate an explanation.

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  • 10. 

    Which of the following is not an example of communication ?

    • The words you speak

    • The words you write

    • Non-verbal expressions you use

    • A and B are examples of communication

    • All of the above are examples of communication.

    Correct Answer
    A. All of the above are examples of communication.
    Explanation
    All of the given options are examples of communication. Communication can occur through spoken words (the words you speak), written words (the words you write), and non-verbal expressions (such as body language, facial expressions, and gestures). Therefore, none of the options provided are not examples of communication.

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  • 11. 

    Which of the following statements is True ?

    • We only communicate when we want to

    • Words mean the same to everyone

    • A message would contain all possible information

    • None of the above statements is true

    Correct Answer
    A. None of the above statements is true
    Explanation
    The given answer states that none of the above statements is true. This means that all three statements mentioned in the question are false. The first statement suggests that communication only occurs when we want it to, which is not true as communication can happen involuntarily or unintentionally. The second statement implies that words have the same meaning for everyone, which is not true as interpretations of words can vary based on individual experiences and cultural backgrounds. The third statement claims that a message can contain all possible information, which is not true as messages are often limited and may not encompass all relevant information.

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  • 12. 

    Which of the following is the most important priority ?

    • Saving money

    • Helping patients

    • Completing assignments on time

    • Doing all work according to the stated policy and procedure

    Correct Answer
    A. Helping patients
    Explanation
    Helping patients is the most important priority because it directly involves the well-being and care of individuals. Saving money, completing assignments on time, and following policies and procedures are important, but they are secondary to the primary goal of providing assistance and support to those in need.

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  • 13. 

    Which of the following questions is open-ended ?

    • "How long have you worked here?"

    • "Do you like your job?"

    • "What problems do you most frequetly encounter on the job?"

    • "What is the name of the Central Service Director?"

    Correct Answer
    A. "What problems do you most frequetly encounter on the job?"
    Explanation
    The question "What problems do you most frequently encounter on the job?" is open-ended because it allows for a wide range of possible responses. The person being asked can provide detailed information about the specific problems they face, which can lead to a more in-depth and meaningful conversation. In contrast, the other options ("How long have you worked here?", "Do you like your job?", "What is the name of the Central Service Director?") can be answered with a simple yes or no or with a specific number or name, limiting the scope of the response.

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  • 14. 

    Which of the following basic listening tactics is most useful ?

    • Try to listen only for specific facts.

    • Ignore any non-verbal communication "sent" by the speaker

    • Focus on the delivery of the message rather than its content

    • None of the above tactics is a useful listening tactic

    Correct Answer
    A. None of the above tactics is a useful listening tactic
    Explanation
    The correct answer is "None of the above tactics is a useful listening tactic". This is because all three options mentioned - listening only for specific facts, ignoring non-verbal communication, and focusing on delivery rather than content - are not effective listening tactics. Effective listening involves paying attention to both verbal and non-verbal cues, understanding the message in its entirety, and being open to the speaker's intended meaning.

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  • 15. 

    Customer complaints are best handled through which of the following approaches ?

    • Empowerment

    • Service recovery

    • Procedure compliance tactics

    • Uniform implementation of policies

    Correct Answer
    A. Service recovery
    Explanation
    Service recovery is the best approach for handling customer complaints. Service recovery refers to the actions taken by a company to resolve a customer's complaint and restore their satisfaction. It involves acknowledging the issue, apologizing, and taking steps to rectify the problem. By effectively addressing customer complaints through service recovery, companies can not only resolve the immediate issue but also build trust and loyalty with the customer. It shows that the company values its customers and is committed to providing excellent service. Empowerment, procedure compliance tactics, and uniform implementation of policies may be important, but service recovery specifically focuses on resolving complaints.

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  • 16. 

    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

    • Unfair comparison

    • Pitchfork effect

    • Just Like me

    • Sterotypes

    Correct Answer
    A. Unfair comparison
    Explanation
    The given answer, "unfair comparison," is the most appropriate explanation for the situation described. Jo is being compared to other instrument assemblers who have more experience and work in that area regularly, which creates an unfair comparison. This unfair comparison makes Jo feel awkward and causes frustration among the other assemblers.

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  • 17. 

    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.

    • Just Like me

    • Sterotypes

    • Pitchfork effect

    • Unfair comparison

    Correct Answer
    A. Sterotypes
    Explanation
    The given correct answer is "Stereotypes". This explanation suggests that the co-workers are making assumptions and generalizations about the new employee based on his age and lack of experience working with them. They believe that younger people do not take work seriously, which is a stereotype. This stereotype may lead to unfair judgments and biases towards the new employee before they have even had a chance to work with him.

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  • 18. 

    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 ".

    • Sterotypes

    • Just like me

    • Unfair comparison

    • Pitchfork effect

    Correct Answer
    A. Just like me
  • 19. 

    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.

    • Stereotypes

    • Just like me

    • Unfair comparison

    • Pitchfork effect

    Correct Answer
    A. Pitchfork effect
    Explanation
    The given correct answer for this question is "Pitchfork effect". The pitchfork effect refers to the tendency to associate a new person with a negative stereotype or reputation based on superficial similarities or assumptions. In this scenario, the instrument assembly technicians are assuming that the new employee will be careless and make mistakes like the previous employee named Tom. This is an example of the pitchfork effect because they are unfairly comparing the new employee to Tom without giving him a chance to prove himself.

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Quiz Review Timeline (Updated): Aug 22, 2023 +

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  • Current Version
  • Aug 22, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • May 16, 2012
    Quiz Created by
    Lindaferris
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