Question | Answer |
Types of communication | Verbal, Non verbal, body language, formal, technical, casual |
Listening Skills | Repeating back what they have said
Keep distractions to a minimum
Make eye contact |
4 elements of the communication process | 1: Sender (encoding)
2: Message
3: Receiver (decoding)
4: Feedback |
5 C's of communication | Clear
Concise
Cohesive
Courteous
Complete |
Barriers to the communication process | Language, Reading Level, Slang, Deaf, Blind, Literacy, Biases, Prejudices, Pain/Anxiety, Culture, Elderly, Very Young |
How can you communicate with a deaf pt to ensure they understand? | Face them so they can read your lips, use paper and pen to write instructions and questions down, nice hand gestures, pictograms |
How can you communicate with a blind pt to ensure they understand? | Talk to them, take them and lead them by the arm, communicate everything you're doing while you're doing, let them know if you leave the room |
What are open ended questions? | Questions that require more than a Yes or No answer. They require you to elaborate. |
What is paraphrasing? | Restating what you thought you heard in your own words. |
What is clarification? | Making it more clear for you to understand. Saying what you think is going on. |
What are closed ended questions? | Questions that only require a Yes or No answer. |
Bias | An individuals opinion |
Clarification | Clarifying or making what you heard the patient say more clear to you |
Demeanor | The way that one conducts themselves |
Stereotyping | Having an opinion of a particular race, culture, age or group |
Projection | Blaming other for one's own unacceptable qualities |
Discrimination | Not treating someone fair due to their culture, age, sex or personal values |
Culture | A way of life including beliefs, values, and morals within a group of people |
Reflection | Repeating the main idea of a conversation |
Psychomotor | Teaching a skill that they have to physical do (for example: how to perform an injection) |
Kinesics | Body language |
Grief | Sadness over a loss of something or someone |
Paraphrasing | Restating what was heard in your own words |
Sublimation | To express a desire or feeling by changing it into a form that is socially acceptable |
Suppression | The conscious intentional exclusion from consciousness of a thought or feeling |
Rationalization | To think or talk about something in a way that it becomes justified |
Prejudice | An unfavorable opinion of something without knowing the facts |
Chain of command | Lead MA
Supervisor - Back Office
Office Manager - Supervisor
CEO
Provider (last result) |
Factors that impact communication | Kinesics, Not being clear, bias, opinion, not having a clear understanding |
Maslow's Hierarchy of Needs | Survival: Basic Needs
Security: Safety, Protection
Belonging: Being loved
Prestige: Self Esteem, Self Achievement
Self Actualization |
Kubler-Ross' Five Stages of Grief | Denial
Anger
Bargaining
Depression
Acceptance |
MA role in patient education | To Promote Health |