Communication
Quiz yourself by thinking what should be in
each of the black spaces below before clicking
on it to display the answer.
Help!
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| Types of communication | Verbal, Non verbal, body language, formal, technical, casual
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| Listening Skills | Repeating back what they have said
Keep distractions to a minimum
Make eye contact
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| 4 elements of the communication process | 1: Sender (encoding)
2: Message
3: Receiver (decoding)
4: Feedback
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| 5 C's of communication | Clear
Concise
Cohesive
Courteous
Complete
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| Barriers to the communication process | Language, Reading Level, Slang, Deaf, Blind, Literacy, Biases, Prejudices, Pain/Anxiety, Culture, Elderly, Very Young
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| How can you communicate with a deaf pt to ensure they understand? | Face them so they can read your lips, use paper and pen to write instructions and questions down, nice hand gestures, pictograms
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| How can you communicate with a blind pt to ensure they understand? | Talk to them, take them and lead them by the arm, communicate everything you're doing while you're doing, let them know if you leave the room
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| What are open ended questions? | Questions that require more than a Yes or No answer. They require you to elaborate.
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| What is paraphrasing? | Restating what you thought you heard in your own words.
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| What is clarification? | Making it more clear for you to understand. Saying what you think is going on.
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| What are closed ended questions? | Questions that only require a Yes or No answer.
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| Bias | An individuals opinion
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| Clarification | Clarifying or making what you heard the patient say more clear to you
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| Demeanor | The way that one conducts themselves
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| Stereotyping | Having an opinion of a particular race, culture, age or group
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| Projection | Blaming other for one's own unacceptable qualities
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| Discrimination | Not treating someone fair due to their culture, age, sex or personal values
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| Culture | A way of life including beliefs, values, and morals within a group of people
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| Reflection | Repeating the main idea of a conversation
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| Psychomotor | Teaching a skill that they have to physical do (for example: how to perform an injection)
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| Kinesics | Body language
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| Grief | Sadness over a loss of something or someone
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| Paraphrasing | Restating what was heard in your own words
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| Sublimation | To express a desire or feeling by changing it into a form that is socially acceptable
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| Suppression | The conscious intentional exclusion from consciousness of a thought or feeling
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| Rationalization | To think or talk about something in a way that it becomes justified
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| Prejudice | An unfavorable opinion of something without knowing the facts
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| Chain of command | Lead MA
Supervisor - Back Office
Office Manager - Supervisor
CEO
Provider (last result)
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| Factors that impact communication | Kinesics, Not being clear, bias, opinion, not having a clear understanding
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| Maslow's Hierarchy of Needs | Survival: Basic Needs
Security: Safety, Protection
Belonging: Being loved
Prestige: Self Esteem, Self Achievement
Self Actualization
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| Kubler-Ross' Five Stages of Grief | Denial
Anger
Bargaining
Depression
Acceptance
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| MA role in patient education | To Promote Health
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