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Key Terms Ch. 4

Medical Office Procedures I

QuestionAnswer
Active listening Part of two-way communication, such as offering feedback or asking questions; contrast with passive listening.
Assertive Being firm and standing up for oneself while showing respect for others.
Conflict An opposition of opinions or ideas.
Hierarchy A term pertaining to Abraham Maslow’s theory. This hierarchy states "human beings are motivated by unsatisfied needs and certain lower needs must be satisfied before higher needs can be met."
Passive listening Hearing what a person has to say without responding in any way; contrast with active listening.
Personal space A certain area that surrounds an individual and within which another person’s physical presence is felt as an intrusion.
Rapport A harmonious, positive relationship.
Created by: lydia.cooper
 

 



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