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MA Chapter 4
Chapter 4 - Interpersonal Communication
| Question | Answer |
|---|---|
| In the communication circle, what is the source? | Where the message is coming from |
| In the communication circle, what is the message? | Information provided by the source |
| In the communication circle, what is the reciever? | The person getting information |
| In the communication circle, what is noise? | Anything that changes the way a message is sent or received, or that interferes with the communication process |
| What are the 6 sections of interpersonal skills? | Warmth and friendliness; empathy; respect; genuineness; openness; consideration and sensitivity |
| What consists of nonverbal body language? | Facial expressions; eye contact; posture (open or closed); touch; personal space |
| Whose responsibility is it to set the stage for positive communication with the patient? | The medical assistant's |
| Never allow yourself to make ___________ ____________ or to stereotype a patient, culture, or ethnic group. | Value judgements |
| Forgetting common courtesies, such as saying please or thank you, is a form of what? | Negative communication |
| What is open posture, and what is an example of it? | Open posture creates feelings of receptiveness and friendliness; examples are arms at sides or in lap, facing the other person, and/or leaning forward |
| What is closed posture, and what is an example of it? | Closed posture creates feelings of not being receptive; examples are leaning back, avoiding eye contact, slouching, or crossing arms |
| By not intruding on a patient's personal space, the medical assistant shows what? | Respect |
| For personal conversations, people typically stand how far away from each other? | 1 to 4 feet |
| For most social situations, people typically stand how far away from each other? | 4 to 12 feet |
| When a patient leans back when you lean forward, or turns their head away from you, it may be an indication that you are doing what? | Invading their personal space |
| What is passive listening, and what is an example of it? | Hearing what someone has to say without the need for a reply; examples include listening to the radio or watching TV |
| Active listening involves what? | Two-way communication |
| This means being willing to listen to and consider others' viewpoints and concerns, without being biased for or against them. | Openness |
| Showing this can mean acknowledging a patient's wishes or choices without passing judgement. | Respect |
| This means being firm and standing by your principles while still showing respect for others and their opinions. | Assertive |
| What is the anxiety reaction patients feel in a doctor's office or healthcare setting called? | White-Coat Syndrome |
| What are some signs of anxiety? | Tense appearance; increased BP; increased pulse and/or breathing rates; sweaty palms; reported problems with sleep and appetite; irritability; agitation |
| Rather than viewing differences as a communication barrier, you should be tolerant and do what? | Strive to understand them |
| What is the goal with an angry patient? | Refocus their emotional energy towards solving the problem |
| Patients who have AIDS or HIV often feel what? | Guilty, angry, or depressed |
| Family members can provide what to a patient? | Emotional support |
| What should you always ask a patient who has a family member with them? | If they'd like the family member to go back with them |
| ______ policies require healthcare providers who receive ________ funds to make interpretive services available to patients free of charge. | Federal |
| ___________ differ in the ways they perceive and report symptoms. | Cultures |
| What should yo udo if you are having problems with one of your cowkers? | Try to work it out with them first, and then go through the chain of command |
| __________ is counterproductive to the efficiency of an office. | Conflict |
| ________ is not professional behavior. | Gossip |
| Generalizations such as "women suck at sports" and "men can't cook" are a form of what? | Passing judgement and stereotyping others |
| If you are feeling stressed, what should you do? | Take a breather between patients; take a short walk, get some fresh air, and stretch your legs |
| These types of individuals generally have a fulfilling career and a balanced personal life, are comfortable with who they are, and know their strengths and weaknesses. | Self-actualized |
| This is a harmonious, positive relationship with others. | Rapport |
| Who is is a well-known behaviorist who developed the hierarchy of needs model? | Abraham Maslow |
| Who created the lifespan development model? | Erik Erikson |
| This allows you to restate what the patient has said to demonstrate that you understand. | Mirroring |
| One of the most effective ways to assess whether your communication style has a negative impact on others is to do what? | Ask for feedback |
| In Maslow's Hierarchy of Human Needs, what are the physiological needs? | Basic needs such as air, water, food, and sleep |
| In Maslow's Hierarchy of Human Needs, what are the safety needs? | The need to establish safety and consistency - security, shelter, and a safe environment |
| In Maslow's Hierarchy of Human Needs, what are the love/belonging needs? | The desire to belong to groups and feel loved and accepted by others |
| In Maslow's Hierarchy of Human Needs, what are the esteem needs? | The need to feel important and valuable to society - competence and attention/recognition from others |
| In Maslow's Hierarchy of Human Needs, what is self-actualization? | Finding self fulfillment and realizing one's potential - this comes only when all other needs are met |
Created by:
sbush06
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