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Chapter 10
communication in the medical office
| Question | Answer |
|---|---|
| Active listening | requires two-way communication, positive body language, asking questions, and offering feedback |
| Passive listening | involves listening without answering and offering feedback |
| Evaluative listening | provides an immedicate response and opinion. Important to listen to everything a patient says |
| Reflecting | encouraging pt's to think through and answer their own questions/concerns |
| Open-ended questions | allow pt's to elaborate on their answeres, providing as much info as they wish to. |
| Advising | telling pt what you think should be done places you outside your scope of practice. you cannot advise pt's. |
| Probing | discussing a topic that pt has no desire to discuss |
| Witnesss | not part of commincation cycle |
| message, sender, receiver, feedback | communication cycle |
| Not a way to communicate with a pt who has a hearing impairment | shouting at the patient |
| describes verbal & nonverbal evidence that a message was rceived and understood | feedback |
| Good communication techniques include | demonstrating respect |
| Rapport involves | positive and harmonious relationship |
| nonverbal communication is aka | body language |
| positive communication includes | encouraging patients to ask questions |
| negative communication includes | mumbling, speaking sharply, rushing through explanations, showing boredom |
| Three types of listening are | evaluative, active, passive |
| When in medical office, anxious patients may exhibit | white-coat syndrome |
| with angry patient, you should always | remain calm |
| type of material you should use when dealing with visually impaired patients | large print |
| for mentally disabled pt's, you should | remain calm if they become confused |
| elderly patients | should be addressed as "Mr." or "Mrs." unless they tell you otherwise |
| Open-ended questions | should be asked of all patients |
| When communicating with very young patients, you should | explain any procedure in very simple terms |
| Patients with AIDS | often feel depressed, angry, and guilty |
| When greeting patients, a medical assistant should | make eye contact |
| defense mechanisms is defined as putting unpleasant events, feelings, or thoughts out of on'es mind | repression |
| Goal of medical assistant to treat patients and their families fairly is achieved by | therapeutic communication |
| One of greatest barriers to communication is | stress |
| 5 C's of communication include | completeness, clarity, conciseness, courtesy, cohesiveness |
| 5 c's of communication include | cohesiveness |
| when dealing with seriously ill patient, you should | avoid empty promises |
| most appropriate initial action for medical assistant when a pt is referred to medical office | determine urgency of pt's appt |
| describes the term "prejudice" | holding a negative opinion of an individual because of his/her beliefs |
Created by:
walton33