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MDA 131 Chapter 4


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