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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 |
Created by:
sgaston712
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