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
A case manager is working with a client from a culture where direct eye contact is considered disrespectful. The case manager should:
Answer: Adjust communication style to respect the client's cultural norms
Culturally competent practice requires adapting communication behaviors to align with the client's cultural values and preferences.
Which of the following is a barrier to effective health communication for clients with low health literacy?
Answer: Providing complex medical terminology to ensure accuracy
Complex medical terminology creates comprehension barriers for clients with low health literacy, leading to misunderstanding and poor outcomes.
A case manager needs to deliver bad news to a client regarding a terminal diagnosis that the physician has confirmed. What is the appropriate action?
Answer: Coordinate with the treating physician on who will deliver the news and in what setting
Coordinating with the treating physician ensures that bad news is delivered appropriately, with the right support and in the right setting.
When building rapport with a new client, which approach is most effective?
Answer: Starting with open-ended questions about the client's goals and concerns
Open-ended questions about goals and concerns demonstrate genuine interest, build trust, and center the client's perspective from the start.
A client reveals information during a session that suggests they may be experiencing domestic violence. The case manager should:
Answer: Conduct a safety assessment, provide resources, and follow mandatory reporting requirements if applicable
A trauma-informed response involves safety assessment, resource provision, and compliance with applicable mandatory reporting laws.
In motivational interviewing, what does the acronym OARS stand for?
Answer: Open questions, Affirmations, Reflections, Summaries
OARS—Open questions, Affirmations, Reflections, Summaries—represents the core communication skills of motivational interviewing.
A case manager is working with an elderly client who has hearing loss. Which accommodation is most appropriate?
Answer: Write key information down and confirm understanding using teach-back
Written information combined with teach-back ensures comprehension for clients with hearing impairments without making assumptions.