Communication & Client Relations Flashcards
7 cards from real CCM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Communication & Client Relations flashcards as text
When using the teach-back method with a client, what is the case manager assessing?
Answer: Whether the client can accurately repeat information in their own words
Teach-back verifies client comprehension by having them restate information in their own words, identifying gaps in understanding.
A client's family member insists on being present for all care discussions without the client's explicit consent. The case manager should:
Answer: Obtain the client's consent and clarify their preferences for family involvement
Client autonomy requires that the client consent to and direct the level of family involvement in their care discussions.
Which of the following is an example of a SMART goal in client communication?
Answer: The client will walk for 20 minutes three times per week by the end of the month
SMART goals are Specific, Measurable, Achievable, Relevant, and Time-bound, which the walking example fulfills.
A case manager is facilitating a care conference call with a multidisciplinary team. What is the most important role of the case manager in this setting?
Answer: Ensuring the client's voice and preferences are represented
The case manager's primary role in multidisciplinary meetings is to advocate for and represent the client's perspective and goals.
What is the most appropriate way for a case manager to handle a situation where a client reports suicidal ideation?
Answer: Remain calm, assess immediate safety, and follow the organization's crisis protocol
Remaining calm, assessing risk, and following established crisis protocols ensures immediate safety while maintaining professional standards.
A case manager is transitioning a client from hospital to home care. Which communication action is most critical?
Answer: Conducting a warm handoff by directly communicating key information to the receiving provider
A warm handoff—direct communication between sending and receiving providers—reduces information gaps and improves care continuity.
When a client disagrees with the recommended care plan, the case manager's best response is to:
Answer: Explore the client's concerns and incorporate their preferences where possible
Exploring concerns and incorporating preferences respects client autonomy and improves adherence to the care plan.