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CMAA · 19% of the exam

Communication and Professionalism practice questions

10 free Communication and Professionalism questions for the Certified Medical Administrative Assistant (CMAA) exam, each with the correct answer and an explanation for every option.

Start the questionsFree 10-question CMAA quiz

What this domain covers

One of the two largest CMAA domains: speaking and writing with patients and colleagues, customer service and professional conduct.

Exam weight
19%
On a real exam
≈ 26 questions
In our bank
116 questions

Topics that come up most

  • Telephone etiquette and triage of calls
  • Verbal and non-verbal communication
  • Handling difficult or upset patients
  • Cultural sensitivity and patients with special needs
  • Professional appearance and teamwork

How to study it

Questions describe a patient interaction and ask for the best response; pick the answer that is respectful, private and within your scope.

Sample Communication and Professionalism questions

Try each one before opening the answer. Original questions written to the official exam objectives.

  1. Question 1

    While a patient explains why she needs to reschedule, a medical administrative assistant keeps eye contact, nods now and then, and says "I see" without interrupting. Which communication technique is the assistant mainly using?

    • AActive listening, using nonverbal and verbal cues that encourage the patient to keep talking
    • BParaphrasing, restating the patient's message in different words to confirm understanding
    • CClosed-ended questioning, limiting the patient's replies to short yes-or-no answers
    • DSummarizing, reviewing the key points of the conversation before bringing it to a close
    Show answer and explanation

    Answer: A) Active listening, using nonverbal and verbal cues that encourage the patient to keep talking

    Nodding and brief verbal cues such as 'I see' are active-listening techniques. They show attention and encourage the patient to keep talking.

    • ACorrect. Nodding and short cues like 'I see' are active-listening behaviors. They show attention and encourage the patient to continue.
    • BIncorrect. Paraphrasing means restating what the patient said. The assistant has not restated anything, only given nonverbal and brief verbal cues.
    • CIncorrect. The assistant is not asking any questions. Nodding and saying 'I see' invite the patient to say more, not to give short replies.
    • DIncorrect. Summarizing reviews the main points, usually near the end of a conversation. The behaviors described encourage the patient to keep going rather than wrapping up.

  2. Question 2

    The front-office team holds a 10-minute huddle each morning before the clinic opens. Which agenda item best fits the purpose of this meeting?

    • AFlag today's schedule issues, such as double-booked slots, a provider running late, and patients who need an interpreter
    • BGo through last quarter's accounts receivable aging report line by line with each staff member
    • CHold each front-desk employee's annual performance evaluation one at a time in front of the group
    • DDeliver the required yearly HIPAA privacy training course for all front-office staff members
    Show answer and explanation

    Answer: A) Flag today's schedule issues, such as double-booked slots, a provider running late, and patients who need an interpreter

    A daily huddle is a short, regular meeting where the team reviews today's schedule, possible problems and priorities so the day runs smoothly. Long reviews, evaluations and training belong in other settings.

    • ACorrect. A daily huddle is a brief start-of-day meeting where the team goes over issues on today's schedule and plans how to handle them.
    • BIncorrect. A detailed financial review takes too long for a short huddle and is not about the coming day. It belongs in a separate billing or management meeting.
    • CIncorrect. Performance evaluations are private, one-on-one conversations. They don't fit a brief team meeting about the day's operations.
    • DIncorrect. Formal compliance training needs dedicated time and documentation. A 10-minute huddle covers the day's issues, not annual training.

  3. Question 3

    Two front-desk medical administrative assistants keep disagreeing about which of them is responsible for collecting copays at check-out. The tension is starting to show in front of patients. What is the most appropriate first step for one of the assistants to take?

    • AMeet privately with the coworker to discuss the overlap and agree on how to divide the task
    • BSend a written complaint about the coworker straight to the office manager before speaking with them
    • CBring up the disagreement at the next all-staff meeting so the whole team can weigh in
    • DQuietly take over all copay collection to avoid any further confrontation
    Show answer and explanation

    Answer: A) Meet privately with the coworker to discuss the overlap and agree on how to divide the task

    Workplace conflict is best handled first through a private, respectful conversation between the people involved. It is escalated to a supervisor only if that conversation doesn't resolve it.

    • ACorrect. A good first step in conflict resolution is to talk directly and respectfully with the other person, away from patients. If the two can't resolve it, they can then take it to the supervisor.
    • BIncorrect. Escalating is right if direct discussion fails. Going to management first skips that step and can damage teamwork.
    • CIncorrect. Raising a conflict between two people in front of the whole staff can embarrass the coworker and make things worse. It should be discussed privately first.
    • DIncorrect. Avoiding the conflict leaves the confusion about roles in place and can lead to resentment or missed duties later.

  4. Question 4

    At checkout, a patient tells the medical administrative assistant that she is nervous about waiting a week for her biopsy results. Which response best demonstrates empathy rather than sympathy?

    • A"It sounds like waiting a whole week for these results is really stressful for you."
    • B"Oh, you poor thing. I feel so sorry that you have to go through all of this."
    • C"I know exactly how you feel. I was terrified when I waited for my own results."
    • D"Try not to worry about it. I am sure your results will come back just fine."
    Show answer and explanation

    Answer: A) "It sounds like waiting a whole week for these results is really stressful for you."

    Empathy means understanding another person's feelings from their point of view and showing that understanding, for example by reflecting their worry back. Sympathy means feeling sorry for someone or focusing on your own feelings.

    • ACorrect. Empathy means understanding the patient's feelings from her point of view and saying so. Reflecting her worry back shows that understanding.
    • BIncorrect. This expresses pity, or feeling sorry for the patient, which is sympathy rather than empathy.
    • CIncorrect. This shifts the focus to the assistant's own feelings and experience instead of the patient's, which is a sympathetic rather than empathetic reply.
    • DIncorrect. This is false reassurance. It dismisses the patient's feelings and promises an outcome the assistant can't know.

  5. Question 5

    In the communication cycle, feedback is used to:

    • AEnd the conversation
    • BStart a new topic
    • CConfirm the message
    • DReplace the message
    Show answer and explanation

    Answer: C) Confirm the message

    • AIncorrect. It continues the cycle.
    • BIncorrect. It responds to the message.
    • CCorrect. Feedback shows whether the message was understood.
    • DIncorrect. It responds to it.

  6. Question 6

    A patient's daughter calls to say her father has died and asks the office to cancel his upcoming appointments. What should the medical administrative assistant do?

    • AOffer condolences, cancel the scheduled appointments, and update the patient's record per office policy so that no further reminders are sent
    • BExplain that the appointments cannot be canceled until the office receives a written cancellation request from the family
    • CTell the caller that only the patient's legally appointed personal representative is allowed to cancel his appointments
    • DOffer condolences, then transfer the caller to billing to settle the remaining balance before the appointments are canceled
    Show answer and explanation

    Answer: A) Offer condolences, cancel the scheduled appointments, and update the patient's record per office policy so that no further reminders are sent

    When a family member reports a patient's death, respond with compassion, cancel the appointments, and update the record according to policy so that no further reminders go out.

    • ACorrect. An empathetic response, followed by canceling the visits and updating the record, is compassionate and prevents upsetting reminder calls or letters to the family.
    • BIncorrect. Canceling appointments does not require a written request. Asking for one adds a needless burden for a grieving family, and reminders would keep going out in the meantime.
    • CIncorrect. Canceling appointments does not release any of the patient's health information, so it does not need a personal representative. Turning down the request would come across as insensitive.
    • DIncorrect. Tying the cancellation to payment is insensitive. Billing matters with the estate are handled separately and should not hold up updating the schedule.

  7. Question 7

    A patient says, "I'm fine," while frowning and clenching their fists. What should the assistant notice?

    • AThe patient is clearly happy with the visit
    • BThe body language doesn't match the words
    • CNothing, since only spoken words count
    • DThe patient wants to leave immediately
    Show answer and explanation

    Answer: B) The body language doesn't match the words

    • AIncorrect. The cues suggest otherwise.
    • BCorrect. Nonverbal cues often show true feelings.
    • CIncorrect. Nonverbal cues matter.
    • DIncorrect. Don't assume; check in gently.

  8. Question 8

    A patient says, "I missed my appointment because the bus is always late," though they overslept. Which defense mechanism is this?

    • ADisplacement
    • BRationalization
    • CDenial
    • DRegression
    Show answer and explanation

    Answer: B) Rationalization

    • AIncorrect. That redirects feelings to another target.
    • BCorrect. It offers an acceptable excuse.
    • CIncorrect. That's refusing to accept reality.
    • DIncorrect. That's returning to earlier behavior.

  9. Question 9

    When checking in a young child with a parent, the assistant should:

    • ASpeak only medical terms
    • BIgnore the child
    • CAsk the child for insurance
    • DInclude both, at child's level
    Show answer and explanation

    Answer: D) Include both, at child's level

    • AIncorrect. Use simple language.
    • BIncorrect. Engaging the child eases anxiety.
    • CIncorrect. The guardian provides this.
    • DCorrect. Speak with the guardian and engage the child at eye level.

  10. Question 10

    According to Maslow's hierarchy of needs, which patient's concern generally needs to be addressed before the others?

    • AA patient who feels cut off from family and friends since moving to a new city
    • BA patient who worries that coworkers no longer respect her after a job change
    • CA patient who has had nothing to eat or drink and has barely slept for two days
    • DA patient who wants guidance on reaching his full potential through new hobbies
    Show answer and explanation

    Answer: C) A patient who has had nothing to eat or drink and has barely slept for two days

    Physiological needs such as food, water and sleep form the base of Maslow's hierarchy and must be met first. Safety, love and belonging, esteem and self-actualization follow in that order.

    • AIncorrect. Feeling cut off from loved ones is a love and belonging need, the third level, which comes after physiological and safety needs.
    • BIncorrect. Respect and recognition from others are esteem needs, which sit near the top of the hierarchy.
    • CCorrect. Food, water and sleep are physiological needs, the base of Maslow's hierarchy, and they must be met before higher-level needs.
    • DIncorrect. Reaching one's full potential is self-actualization, the top level, which is addressed only after lower-level needs are met.

Communication and Professionalism: FAQs

How much of the CMAA exam is Communication and Professionalism?

Communication and Professionalism is 19% of the CMAA exam by the official exam guide's weighting, which on a 135-question form works out to roughly 26 questions. The real exam's exact split varies by form.

What does the Communication and Professionalism domain cover?

One of the two largest CMAA domains: speaking and writing with patients and colleagues, customer service and professional conduct.

How should I study Communication and Professionalism for CMAA?

Questions describe a patient interaction and ask for the best response; pick the answer that is respectful, private and within your scope.

Where can I practise more Communication and Professionalism questions?

This page has 10 free Communication and Professionalism questions with answers. The ExamWize CMAA question bank has 116 questions in this domain. Every practice exam result breaks your score down by domain, and Review Mode re-drills the questions you missed.

Other CMAA topics

Also: 15 free questions across all topics, the CMAA cheat sheet and the study guide.

Get Communication and Professionalism exam-ready

The full CMAA bank has 116 Communication and Professionalism questions. Timed practice exams match the real exam's length and domain weights, every result shows your score per domain, and Review Mode re-drills the questions you missed.

See the full CMAA practice examsTake the free diagnostic

Not affiliated with NHA; questions are original, written from the official exam outline, and never copied from the real exam.