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CCMA CH 16
CCMA CH 16 REVIEW
| Term | Definition |
|---|---|
| Adherence | the act of sticking to something |
| Compassion | (n.) sympathy for another's suffering ; pity |
| Coping mechanisms | behavioral and psychological strategies used to deal with or minimize stressful events |
| Defense mechanisms | mental processes that protect individuals from strong or stressful emotions and situations |
| Dignity | the inherent worth or state of being worthy |
| Diversity | the differences and similarities identity, perspective, and points of view among people |
| Empathy | the ability to understand and share the feelings of another |
| Hierarchy | things arranged in order and rank |
| Nonverbal communication | a type of communication that occurs through body language and expressive behavior rather than with verbal or written words |
| Poised | having a composed and self-assured manner |
| Rapport | a relationship of harmony and accord between the patient and the healthcare professional |
| Respect | showing consideration or appreciation for another person |
| What is communication? | the exchange of information, thoughts, ideas, and feelings between two or more people |
| What is communicating effectively? | in a manner that is clear, concise, and easy to understand |
| What is therapeutic communication? | the process of communicating with patients and family members in healthcare |
| What three things does a first impression involve? | - attitude - compassion - therapeutic communication skills |
| To provide high quality care you must do what? | - communicate effectively - provide a warm and caring environment |
| What are the 5 types of diversity? | - Nationality - Race - Culture - Ethnicity - Social Factors |
| What are the 6 factors of individual diversity? | - Language - Age - Religion - Economic Status - Gender - Appearance |
| Nationality | pertains to the country where the person was born or holds citizenship |
| Race | group or population sharing a set of genetic characteristics and physical features |
| Culture | beliefs, customs, and traditions of a specific group of people |
| Ethnicity | a social division based on national origin, religion, language, and often race |
| Social Factors | all the ways a person is different from others |
| What are nonverbal behaviors? | posture, facial expressions, eye contact |
| Spatial Distance | the space between one person and another |
| Position | be at the level of the other person ; angled towards the other person |
| Arms | arms at the side |
| Posture | Poised |
| Facial expression | smile |
| Touch | light touch on hand ; appropriate touch |
| Eye contact | movement |
| Mannerisms | focus on the person |
| Rate | the speed at which a person speaks |
| Clarity | (n.) clearness, accuracy/quality of voice |
| Volume | refers to the loudness of the person's voice |
| Pitch | the highness or lowness of the speaker's voice |
| Tone | emotion in the voice |
| Pauses | periods of brief silence within speech |
| Intonation | refer to the melodic pattern or the pitch variation |
| Vocabulary | refers to word choice used |
| Grammatical structure | sentence structure |
| Pronunciation | refers to how the word is said |
| Females: | may avoid eye contact to avoid signs of sexual interest |
| Muslims: | inappropriate to touch someone of the opposite gender |
| Middle easterners: | left hand is reserved for bodily hygiene |
| Asians and Middle easterners | head is a sacred part of the body offensive to touch |
| Latin americans and Eastern Europeans | very comfortable with touching others, even new acquaintances |
| some cultures... | use the "come here" gesture for dogs and it is considered rude and offensive |
| Asians and Indians (indians are Asian...) | use whole hand to point at something or someone |
| Venezuelans | use their lips to point, finger pointing is impolite |
| Latin americans | consider winking a romantic or sexual invitation |
| Nigerians | wink at children to indicate they should leave the room |
| Chinese | consider winking rude |
| Intimate or personal space | 0-18 inches |
| Casual person space | 18 inches - 4 feet |
| Social-business | 4-12 feet |
| Public space | greater than 12 feet |
| What are the 5 main styles of communication? | - passive - aggressive - passive aggressive - manipulative - assertive |
| Active listening is the _________ of therapeutic communcation | most important part |
| What are the 6 therapeutic communication techniques? | 1) Reflection 2) Restatement or paraphrasing 3) Neutral 4) Silence 5) Clarification 6) Summarizing |
Created by:
linju156
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