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Phlebotomist Exam Prep

Category - Law & Documentation

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Pheona the Phenomenal Phlebotomy Tech is in a patient’s room. She has introduced herself and properly identified the patient. Pheona keeps her body erect and relaxed, with her arms at her sides, while explaining the procedure about to be performed. When the patient asks questions, Pheona maintains eye contact, does not interrupt, and paraphrases the patient’s question before answering.

What form of communication is Pheona using? Choose all that apply.

  1. Negative body language
  2. Active listening
  3. Non-verbal communication
  4. None of the above
Explanation

Answer: D - Pheona's use of non-verbal communication (arms uncrossed, body erect and relaxed) communicates friendly professionalism. When the patient begins asking questions, Pheona maintains eye contact, waits for the patient to finish the question, and paraphrases the question before answering; this is active listening. Active listening communicates caring and interest in what the other person is saying. It may also increase the patient’s level of confidence in the phlebotomist.

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