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MDA 131 Chapter 4
Communication
| 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 |
Created by:
JDenning8984
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