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Chapter 9

Communication: Verbal and Nonverbal

Aggressive the practice of using a bold or pushy style when trying to convince the other person to agree with you.
Assertive the practice of declaring a point in a positive manner.
Assessment evaluation
Condescending assume an air of superiority
Defensive Behavior conscious or unconscious reaction to a perceived threat
empathy the ability to imagine how another person is feeling
feedback any response to a communication
nonverbal communication the information conveyed by the way a person acts over and above (or in place of the message conveyed by his words.
open-ended questions questions which require an explanatory answer rather than a yes or no response.
reflecting directing the conversation back to the patient by repeating the words. Also called mirroring
restating directing the conversation back to the patient by stating what the patient has said in different terms.
sympathy feeling sorry for a patient
Low level richness -formal written documents-Fax-E-mail-Internet
Lowest level richness -formal numeric document (budget report)
Moderate level richness -Written letters/memos (individual addressed)
High level richness -telephone conversation
Highest level richness -face-to-face discussion
S-M-C-R SourceMessageChannelReceiver
Name the 2 skills Technical skillsInterpersonal skills
Closed Statement Direct patient to make a yes/no or simple response.
Acknowledgement Indicate understanding
Add to an implied statement Verbalized implied information.Patient:"I'm usually relaxed"MA:"And toay you're not relaxed"
Seek clarification Request more information in order to better understand
Silence Remain silent or make no gesture in response to statement
Directive Comunnication Techniques Open StatementClosed, StatementReflectingAcknowledgement, Restating, Add to an implied statement, Seek ClarificationSilence
HIPPA The Health Insurance Portability and Accountability Act is a federal act designed to improve portability and continuity of health insurance coverage;
Passive listening listining without offering any response
Active Listening involves your participation by offering feedback to the speaker by asking questions or giving response.
Evaluation listening a vital skill for the medical assitant. Type of listening requires being able to make a judgement about what you are hearing and to respond quickly.
Obviouse Barriers Distract of loud background noisenot understanding how patient speaks due to accent
Other Barriers not looking at patient, when patient is speakinginterrupting patientabruptly changing the subjectusing meaningless statement to soothe patient
Compensation Substitution of an attitude, feeling, or behavior with its opposite
Denial Unconsciously avoiding an unwanted feeling or situation
Displaced Anger Expressing angry feelings toward a persons or object which are unrelated to the problem
Disassociation Not connecting one event with another
Introjection Adopting the feelings of someone else
Projection Placing your own feelings onto another person
Rationalization Justifying thoughts or behavior to avoud the truth
Regression Turning back to former behavior patterns in times of stress
Repression Keeping unpleasant thoughts or feelings out of one's mind
Sublimation Directing or changing unacceptable drives for security, affection and/or power into socially or culturally acceptable channels
Patients with special needs Require some extra sensivity, patience, and emphaty
"White coat" syndrome Whenever some patients have to entcounter anyone in a white uniform, they become extremly anxious
Terminally Ill Patient A terminal ilness is one that is expected to end in death
Types of patients Angry patientAnxious patientPatient with special needsVisoullay impaired patientHearing impaired patientterminally ill patientReligious, cultural, and personal experience patientMentally/Emotionally patientNon-English speaking patient
Created by: sgaston712