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Interpersonal Skills for Healthcare Providers: Instructor Version Test Bank
Interpersonal Communication Skills for Health-Care Providers
Multiple Choice
1. This is an Interpersonal Communication Skill that requires the
health-care provider to be aware of and selectively comment on
verbal and nonverbal messages:
a) Behavioral observation
b) Focusing
c) Restating
d) Empathy
Ans: A
Rationale: Behavioral observation is the best choice because it
allows the health-care provider to assess and interpret cues, both verbal and nonverbal, that
are taken from the patient during the interaction. The skill of Focusing is used to hone in on
particular topics from the interaction with the patient. The skill of Restating allows the
provider to repeat key statements back to the patient in order to emphasize important
moments of the interaction or to encourage the patient to provide further elaboration.
Empathy is a skill to objectively place oneself in another’s situation as an outsider.
2. This Interpersonal Communication Skill requires the health-care provider to objectively
place oneself in another person’s situation:
a) Active Listening
b) Reflection
c) Self-Disclosure
d) Empathy
Ans: D
Rationale: Empathy is the best choice because it is the act of the health-care provider placing
himself or herself in another person’s situation, objectively. With the skill of Self-Disclosure,
the health-care provider discloses personal information to the patient which will reinforce the
therapeutic experience; therefore, this is not the correct answer. The skill of Reflection
involves the health-care provider posing the patient’s comments or questions back to the
patient; therefore, this is not a correct skill to fit this question. The skill of Active Listening
allows the provider to demonstrate attentiveness to verbal and nonverbal messages from the
interaction with the patient.
3. The Interpersonal Communication Skill of Empathy differs from Sympathy in that with
Empathy the health-care provider:
a) Feels compelled to rescue the patient
b) Objectively places himself or herself in another person’s situation
, Interpersonal Skills for Healthcare Providers: Instructor Version Test Bank
c) Shares the feelings of another person
d) Is unable to perceive or understand to a varying degree what the other person is
experiencing
Ans: B
Rationale: Empathy allows the health-care provider the ability to place oneself in another
person’s situation. The health-care provider is able to perceive and understand, to the degree
possible as an outsider, the meaning and relevance of what the other person is experiencing.
The other three choices would constitute the act of sympathy and would not support the
therapeutic relationship.
4. Which technique is best used to create physical and psychological space?
a) Empathy
b) Boundaries
c) Behavioral Observation
d) Humor
Ans: B
Rationale: Boundaries allow the health-care provider to create a physical (personal space) and
psychological space between the provider and others. The skill of Humor is a verbal or
nonverbal communication that is often used to relieve stress. The skill of Empathy allows the
health-care provider the ability to place oneself in another person’s situation, or what that
patient is personally experiencing. Behavioral observation allows the health-care provider to
assess and interpret cues, both verbal and nonverbal, that are taken from the patient during the
interaction. The use of Behavioral observation can support the use of creating Boundaries but
does not actually create the physical and/or psychological space.
5. “It sounds like you’re pretty discouraged about your health right now.”—This statement is
an example of:
a) Empathy
b) Restating
c) Sympathy
d) Reflection
Ans: D
Rationale: This statement is an example of Reflection, because the health-care provider is
reflecting back on the patient’s comment. This statement encourages the patient to divulge
additional information and demonstrates that the health-care provider is actively listening to
the patient during the conversation. The skill of Empathy does not fit this statement, as
Empathy allows the health-care provider the ability to place oneself in another person’s
situation. Restating involves repeating the essential idea of what the patient has just
communicated, word for word or as a summary. It, too, may encourage the patient to divulge
additional information and shows that the health-care provider is actively listening to the
conversation. Restatement does not fit this statement, because in this statement the health-care
provider is posing a comment made by the patient back to the provider. By starting the
statement with “it sounds,” the health-care provider is reflecting on what he or she has just
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