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P.S.S Model 4
| Question | Answer |
|---|---|
| Why you do not use slang words for communication? | It can prouduce misunderstanding and confusion. |
| Why you do not raise my voice it sounds clearer to me? | It will decrease the amount of there hearing. You want to speek slowly and clearly. |
| What is a sender? | The person who gives the out the information. |
| What is a message? | The information itself. |
| What is a receiver? | The person who get the information. |
| What is a feedback? | The reciever's responsr to the senders message and let the reciver know the sender was understood. |
| What is clarify? | If message was misunderstood, they will repet the message or restate it in a different way to a point the get the feedback clear. |
| Speech difficulties,studdering,alphasia, hearing imparirment,languarge and message do not agree,background noice and lights,other people in area,reciver has difficulties processing the message,sender is demonstating emotios,different langirage,& culture. | These are diffent communtication barriers. |
| Changeing the subject, offering false hopes, giving information about the other staff so they look bad, assemunig the role of "neighborhood friend" and allow the other staff to monoplize your time; are bad what? | Work Behavior(It also can be a communtication barriers.) |
| You must maintain to be _____ & be ______ for the work behavior. | Profenally and polilty. |
| If the consumer talks about death, dying, or how much he/she misses someone or they are express there anger towards a family member or someone else do you change the subject? | No, even though it might be depressing or uncomfortable and you do not defend the family or someone else. You must lisen to the consumer's position and if it concerns you talk it over your supervisor. |
| You must maintain to be _____ & be ______ for the work behavior. | Profenally and polilty. |
| If the consumer talks about death, dying, or how much he/she misses someone or they are express there anger towards a family member or someone else do you change the subject? | No, even though it might be depressing or uncomfortable and you do not defend the family or someone else. You must lisen to the consumer's position and if it concerns you talk it over your supervisor. |
| You must maintain to be _____ & be ______ for the work behavior. | Profenally and polilty. |
| If the consumer talks about death, dying, or how much he/she misses someone or they are express there anger towards a family member or someone else do you change the subject? | No, even though it might be depressing or uncomfortable and you do not defend the family or someone else. You must lisen to the consumer's position and if it concerns you talk it over your supervisor. |
| You must maintain to be _____ & be ______ for the work behavior. | Profenally and polilty. |
| If the consumer talks about death, dying, or how much he/she misses someone or they are express there anger towards a family member or someone else do you change the subject? | No, even though it might be depressing or uncomfortable and you do not defend the family or someone else. You must lisen to the consumer's position and if it concerns you talk it over your supervisor. |
| A consumer talks and tells you her/his doctor, family member, or someone else comes soon or they get over a problem soon; What do you say back? | Wrong: "I'm sure he/she will, I'm sure everything will work out fine or don't think things like that." Right: "Can I make you more confitable by calling them, or can I make your more confitable?" |
| Do you put your opions or blame in cumminitcation? | No. |
| If person said "other staff don't treat me very well or they never get me dress in time." What do you say back? | Wrong: Well, you know they have a big job to do and can't please everyone or I'm sure the other staff members work as fast as they can."Right:"I am sorry they the other staff members are not meeting your needs, but I can try to meet your needs on time." |
| If person describes his/her physical problems or confides in you. What do you say back? | Wrong: My grandmother had that and... or I know what your situation, my.....; Right: "I sorry that you have these problems, is there a way I can to make your more confitable for you? |
| Is it alright if a staff member whants to talk for a few minuates while on break? | Yes, but do not give to much information and don't waste time when you need to go back to work." |
| There are three steps for setting the stage for communication when you meet the consumer, what are they? | 1.Always knock on the door before entering even though the consumer can't verbally respond. 2. Greet the person by Mr.; Miss; or Dr. and last name. Unless the person ask you to use another name. 3. Always introduce your name and role. |
| Is it alright to call the person sweaty, honey, dear, or buddy? | No, it sounds childlish and disrespectful. Unless it's a child. |
| What is a good apporitate place for conversation? | If it just greeting people or any activity that is not private infromation about the consumer, then you can have it in a day room or something else. If it is private, have it behind door or privacy. |
| There are three more setting the stage for communication, what are they? | Being friendly and trusing relationships take time, allow people to get to know you while you are learning about them, be dependable, and be honest. Its ok yo admit, "I don't know. And don't give false hope. |
| What is verbal communcation? | Talking, writing, and tone. |
| What is a voice tone? | Adding meaning ti wirds that are spoken anc can give clues to the underlying meaning of a statement. |
| If a voice tone is softly, loudly, sharply, or rising; it can mean what? | Softly=Friendliness, Loudly=Anger, Sharply=Annoyance, & Rising=A question. |
| What is oral communcation? | Body lanague. |
| What is body lanague? | Facial empression=friendly and look instended, eye cintact, touching, good gestures and movements and slience. |
| What is personal space? | The distance that we put between others and ourselves. |
| What is Intimate distance? | Reserved for people with whom we feel emotionally close. The zone begins with skin contact and moves out about 18 inches. |
| What is Personal distace? | Range from 18 inches to about 4 feet. Contact is rather calose but less perosnal then intimate. |
| What is Social distance? | Range from 4 feet to 12 feet. Most have professional situations occur. |
| What is Public distance? | Runs outward from twelve feet. Its a closer range of public dostance is the one most teachers use in classroom. |
| Why slicence is good and bad? | Slice shows you are listening, conern, caring organise thoughts, but if it to long it shows you don't care and can mean anger or depression to the consumer. |
| What is Active Listening? | The act of hearing and responding both to the content and to the felling of what being said. |
| What are good skills of active listening? | being slient, use eye contact, good body language, expression like "go on" or "uh huh", good facial expression, not jugemental on people chocice of words, repet messege, ask questions, restate the messege, and give feedback. |
| What are bad and good body language, facial expressions, eye contact, and questions? | Good: Show you are instend in body language, show intrest in facial, look consumer in eye, begin how or why in questions. Bad: anger or anyoyed body lanuage, bord in facial, looking around in eye contact, and one-word answer in questions. |
| What a`lso are good active listenig skills? | Turn down the background noises, try not to do other things while listing to the consumer, don't jump into conculsions, and don't try to talk and listen at the same time. |
| Check to see hearing aid is on,person see you approach,face the person at the same level,speak in low voice(or normal),not eating or smoking while talking,keep hands away from your face, elimate background noice,say messege again,& write messege. | & allow time people that have a hard time with hearing. |
| Sign langauge, ask staff to communcate, write messegae, use a picturegram, be concise with stament, & allow time is for people who are what? | Deaf |
| Tell person you are leaving, address the person, ask how you help, descibe room layout, say you are touching them, allow person to touch you, treat them like a sighted person, normal tone, large movement; gesters; and colors, explain what you doing... | Describe walkways, encourage, leave things were they were, and provide writen material in large print. Are people that are visually impaired. |
| What is aphasia? | Total or partial loss of the power to use or understand words, often result of a storke or other brain damage. |
| Ask other staff, allow time, be honset, complete thoughts of consumer, use gestures, use picturegram grud, and using touch are skills need that people who have what? | aphasia/ |
| What is alzhiemer's disease? | Disease of the brain that causes a steady decline in memory. |
| Speek clearly and slowly, short words, show your listeing, eye contact, encorage, not interupting, avoid arguring, be calm, gentle tone, apporach perosn from front and identify yourself, break task into simple steps, ask one question at time, allow time.. | offer assistance, don't talk to person like she/he isn't there and have patience are skills needed with people that have alzheimer disease. |
| What is prejudice? | Preconcieved judgement or opions about another person. |
| What do you do if you have a person that is prejudice? | Be aware of your own clture and prejudice and be careful not to step into there prejuice. |
| What are the common communication methods? | Sign laguagem picturegraphs, penicl and paper, computer, and magentic letters and borad. |
Created by:
Yugipie
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