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Chapter 9
Communication: Verbal and Nonverbal
Question | Answer |
---|---|
Aggressive | the practice of using a bold or pushy style when trying to convince the other person to agree with you. |
Assertive | the practice of declaring a point in a positive manner. |
Assessment | evaluation |
Condescending | assume an air of superiority |
Defensive Behavior | conscious or unconscious reaction to a perceived threat |
empathy | the ability to imagine how another person is feeling |
feedback | any response to a communication |
nonverbal communication | the information conveyed by the way a person acts over and above (or in place of the message conveyed by his words. |
open-ended questions | questions which require an explanatory answer rather than a yes or no response. |
reflecting | directing the conversation back to the patient by repeating the words. Also called mirroring |
restating | directing the conversation back to the patient by stating what the patient has said in different terms. |
sympathy | feeling sorry for a patient |
Low level richness | -formal written documents-Fax-E-mail-Internet |
Lowest level richness | -formal numeric document (budget report) |
Moderate level richness | -Written letters/memos (individual addressed) |
High level richness | -telephone conversation |
Highest level richness | -face-to-face discussion |
S-M-C-R | SourceMessageChannelReceiver |
Name the 2 skills | Technical skillsInterpersonal skills |
Closed Statement | Direct patient to make a yes/no or simple response. |
Acknowledgement | Indicate understanding |
Add to an implied statement | Verbalized implied information.Patient:"I'm usually relaxed"MA:"And toay you're not relaxed" |
Seek clarification | Request more information in order to better understand |
Silence | Remain silent or make no gesture in response to statement |
Directive Comunnication Techniques | Open StatementClosed, StatementReflectingAcknowledgement, Restating, Add to an implied statement, Seek ClarificationSilence |
HIPPA | The Health Insurance Portability and Accountability Act is a federal act designed to improve portability and continuity of health insurance coverage; |
Passive listening | listining without offering any response |
Active Listening | involves your participation by offering feedback to the speaker by asking questions or giving response. |
Evaluation listening | a vital skill for the medical assitant. Type of listening requires being able to make a judgement about what you are hearing and to respond quickly. |
Obviouse Barriers | Distract of loud background noisenot understanding how patient speaks due to accent |
Other Barriers | not looking at patient, when patient is speakinginterrupting patientabruptly changing the subjectusing meaningless statement to soothe patient |
Compensation | Substitution of an attitude, feeling, or behavior with its opposite |
Denial | Unconsciously avoiding an unwanted feeling or situation |
Displaced Anger | Expressing angry feelings toward a persons or object which are unrelated to the problem |
Disassociation | Not connecting one event with another |
Introjection | Adopting the feelings of someone else |
Projection | Placing your own feelings onto another person |
Rationalization | Justifying thoughts or behavior to avoud the truth |
Regression | Turning back to former behavior patterns in times of stress |
Repression | Keeping unpleasant thoughts or feelings out of one's mind |
Sublimation | Directing or changing unacceptable drives for security, affection and/or power into socially or culturally acceptable channels |
Patients with special needs | Require some extra sensivity, patience, and emphaty |
"White coat" syndrome | Whenever some patients have to entcounter anyone in a white uniform, they become extremly anxious |
Terminally Ill Patient | A terminal ilness is one that is expected to end in death |
Types of patients | Angry patientAnxious patientPatient with special needsVisoullay impaired patientHearing impaired patientterminally ill patientReligious, cultural, and personal experience patientMentally/Emotionally patientNon-English speaking patient |