Help
Options
Didn't know it?
click below
click below
Knew it?
click below
click below
Don't Know
Remaining cards (0)
Know
retry
shuffle
restart
0:00
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.
Normal Size Small Size show me how
Normal Size Small Size show me how
C&CS
communication & customer service NHA
| Term | Definition |
|---|---|
| The communication cycle | Integrates a sender, receiver, and message |
| Characteristics of active listening | Remaining nonjudgemental, positive body language, and allowing time to digest words and the intended message |
| Communication styles | Assertive, passive, aggressive, manipulative |
| Characteristics of assertive communication | Proper eye contact and body language with a respectful volume of voice |
| Characteristics of visual communicators | Tend to move their hands and use facial expressions. Body language can often say more about the message then the words being used |
| Examples of open-ended questions | "How are you feeling today?" "How long have you had the symptoms?" Has the degree of pain increased and decreased over time?" |
| Examples of closeended questions | "What is your current address?" "What is your D.O.B.?" "What is your insurance group number?" |
| Forms of nonverbal communication | eye contact, facial expression, posture, haptics or touch, gestures, personal space |
| Characteristics of psychosocial care | providing psychological, social, and spiritual care through therapeutic communication w/ cultural sensitivity |
| 5 Ps of telephone etiquette | polite, prepared, to the point, perceptive, cooPerative |
| letter styles | Full block, modified block, modified block format w/ indented paragraphs, simplified format |
| Aspects of professionalism | Behaviors, appearance, communication, Voice: tone, attitude, word selection; written, work ethic, relationship |
Created by:
markilah1
Popular Clinical Skills sets