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Chapt.4 Communicatio
Chapter 4 Communication with Patients and Customers
| Apathy: | A lack of feeling, emotion, interest, or concern. |
| Autonomy: | The right of an individual to make informed decisions for his or her own good. |
| Channels: | Spoken words, written messages, and body language. |
| Communication: | The sharing of information, ideas, thoughts, and feelings. |
| Compensation: | An unconscious mechanism by which an individual tries to make up for fancied or real deficiencies. |
| Consumer: | The person coming to you for the filling of prescriptions or the purchase of over-the-counter remedies for a wide variety of situations. |
| Decode: | Translation of a message by the receiver into what is perceived to be said. |
| Defense mechanisms: | Tools an individual uses when required to deal with uncomfortable or threatening situations. |
| Denial: | A psychological defense mechanism in which confrontation with a personal problem or with reality is avoided by denying the existence of the problem or reality. |
| Displacement: | The transfer of impulses from one expression to another, such as from fighting to talking. |
| Expressive aphasia: | Inability of an individual to form language and express his or her thoughts accurately even though thought processes are intact. |
| External noise: | Physical noise such as typing or traffic that interferes with hearing a message. |
| Internal noise: | An individual’s beliefs or prejudices that interfere with decoding a message. |
| Prejudice: | A preformed and unsubstantiated judgment or opinion about an individual or a group, either favorable or unfavorable. |
| Projection: | A defense mechanism by which a repressed complex in the individual is denied and conceived as belonging to another person, such as when faults that the person tends to commit are perceived in or attributed to others. |
| Rationalization: | A psychoanalytic defense mechanism through which irrational behavior, motives, or feelings are made to appear reasonable. |
| Receptive aphasia: | A physical limitation after certain neurological injuries, which leaves the person incapable of understanding all that is said. |
| Regression: | An unconscious defense mechanism involving a return to earlier patterns of adaptation. |
| Repression: | A defense mechanism of keeping out and ejecting or banishing from consciousness an unacceptable idea or impulse. |
| Sarcasm: | Hostile and cruel language intended to hurt someone. |
| Sexual harassment: | Intentional, clearly understood statements or intentional, clearly understood action that causes another to feel that his or her job is at risk if the sexual advances are rejected. |
| Sublimation: | An unconscious defense mechanism in which unacceptable instinctual drives and wishes are modified into more personally and socially acceptable channels. |
Created by:
Scarlett Emerson
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