1. You ask Mrs. Langan whether or not she has ever brought…

1. You ask Mrs. Langan whether or not she has ever brought her dog, Rex, to the office before. She replies that she has, once, two years ago. Mrs. Langan’s response is called A. her message. C. a reference point. B. feedback. D. tact. 2. A new veterinary assistant has overbooked a veterinarian for a particular day. In addition, the veterinarian is late returning from a class she teaches across town. The waiting room is backed up and some of the clients are getting anxious, and some of the patients are obviously uncomfortable. What should the assistant do? A. Make an announcement to everyone that the veterinarian is late and you have no idea when she’ll arrive. B. Talk to the clients one at a time, beginning with those who will have the longest wait. Ask them if they would like to reschedule, cancel, or wait. C. Talk to the clients one at a time, beginning with those who will have the shortest wait. Ask them if they would like to reschedule, cancel, or wait. D. Have someone go out and try and track the veterinarian down. 3. What are the components of the communication process? A. Message, sender, channel, and receiver B. Message, interference, reference points, and communicators C. Feedback, speaker, voice, and listener D. Feedback, sender, channel, and message 4. Tanya became a veterinary assistant because she loves the work, but no matter how hard she tries or how many overtime hours she works, she never seems to be able to please her perfectionist boss. She has become so rundown that she often has to call in sick with a cold or the flu, and she’s depressed much of the time. What is Tanya probably suffering from? A. Burnout C. Temporary withdrawal B. Regression D. Malingering 5. What’s a monotone voice? A. A voice that doesn’t show a change in feeling or pitch B. A pleasant voice that shows enthusiasm and warmth C. A type of answering service that handles calls during off hours D. A low-pitched, rich voice often heard in speakers using a microphone 6. A client tells you, the veterinary assistant, that her cat, Gizmo, has had a lump on his neck for two days. What should you say to her? A. A lump is something to be concerned about. B. Try not to worry. The doctor will be able to discuss your concerns. C. Does Gizmo seem to be irritated by it? What about when you touch it? D. Has Gizmo had cancer in the past? 7. A veterinary assistant has asked a client, “What brings Simba to the vet today?” The client won’t speak and is glaring at the assistant. What should the veterinary assistant say to the client? A. Well, I guess someone woke up on the wrong side of the bed. B. Are you deaf? C. You seem to be angry with me. Have I done something to offend you? D. Perhaps, if we knew more about how Simba was feeling, we might be able to make him a little more comfortable sooner. 8. A young woman with an obviously sick dog has just walked up to the reception area. The veterinary assistant has never seen the dog before, and a new patient named Freebie is scheduled for an appointment at this time. What should the assistant say? A. Is this Freebie? I’m Liz. I’ll be out in a minute to ask you some questions about Freebie. B. The way that dog looks, it must be Freebie. C. Hello there and have a seat. D. The poor thing. Why don’t you go straight into the examination room so your dog will be more comfortable. What did you say your dog’s name was? 9. Mrs. Keefer thinks her Siamese cat could be expecting kittens. She asks you, the veterinary assistant, if her cat’s swollen abdomen means she’s pregnant. You should reply, A. “Yes, I bet it does.” B. “Probably. My cat looked like that before, and she gave birth.” C. “I’m not sure, Mrs. Keefer.We’ll just have to wait and see.” D. “I’m certain the veterinarian will be able to let you know for sure, Mrs. Keefer.” 10. Mike, a veterinary assistant, usually wears jeans with holes in the knees and old sneakers to work. Although Mike’s a perfectionist, his attire may indicate otherwise. What do his clothes say about him? A. That he’s the kind of person who likes to be comfortable B. That he’s sloppy and a bit unprofessional C. That professional attire doesn’t matter for veterinary assistants D. That veterinary assistants usually wear comfortable clothes 11. A co-worker continually makes derogatory comments about your smoking even though you don’t smoke at work. She’s even brought in literature about the dangers of smoking and posted it around your desk. You feel harassed. You should A. thank her for her concern and ask her to stop. B. tell the veterinarian. C. report her to the Equal Employment Opportunity Commission. D. tell her off. 12. Mr. Jackson has just told the veterinary assistant, Nick, that his dog is dying. Nick’s response is, “I’m really sorry. Losing a beloved pet can be really tough.” In his response, Nick is displaying which of the following personality traits? A. Tact C. Empathy B. Courtesy D. Patience