Communication: Verbal and Nonverbal
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| Aggressive | the practice of using a bold or pushy style when trying to convince the other person to agree with you.
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| Assertive | the practice of declaring a point in a positive manner.
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| Assessment | evaluation
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| Condescending | assume an air of superiority
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| Defensive Behavior | conscious or unconscious reaction to a perceived threat
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| empathy | the ability to imagine how another person is feeling
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| feedback | any response to a communication
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| nonverbal communication | the information conveyed by the way a person acts over and above (or in place of the message conveyed by his words.
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| open-ended questions | questions which require an explanatory answer rather than a yes or no response.
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| reflecting | directing the conversation back to the patient by repeating the words. Also called mirroring
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| restating | directing the conversation back to the patient by stating what the patient has said in different terms.
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| sympathy | feeling sorry for a patient
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| Low level richness | -formal written documents-Fax-E-mail-Internet
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| Lowest level richness | -formal numeric document (budget report)
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| Moderate level richness | -Written letters/memos (individual addressed)
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| High level richness | -telephone conversation
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| Highest level richness | -face-to-face discussion
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| S-M-C-R | SourceMessageChannelReceiver
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| Name the 2 skills | Technical skillsInterpersonal skills
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| Closed Statement | Direct patient to make a yes/no or simple response.
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| Acknowledgement | Indicate understanding
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| Add to an implied statement | Verbalized implied information.Patient:"I'm usually relaxed"MA:"And toay you're not relaxed"
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| Seek clarification | Request more information in order to better understand
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| Silence | Remain silent or make no gesture in response to statement
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| Directive Comunnication Techniques | Open StatementClosed, StatementReflectingAcknowledgement, Restating, Add to an implied statement, Seek ClarificationSilence
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| HIPPA | The Health Insurance Portability and Accountability Act is a federal act designed to improve portability and continuity of health insurance coverage;
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| Passive listening | listining without offering any response
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| Active Listening | involves your participation by offering feedback to the speaker by asking questions or giving response.
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| Evaluation listening | a vital skill for the medical assitant. Type of listening requires being able to make a judgement about what you are hearing and to respond quickly.
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| Obviouse Barriers | Distract of loud background noisenot understanding how patient speaks due to accent
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| Other Barriers | not looking at patient, when patient is speakinginterrupting patientabruptly changing the subjectusing meaningless statement to soothe patient
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| Compensation | Substitution of an attitude, feeling, or behavior with its opposite
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| Denial | Unconsciously avoiding an unwanted feeling or situation
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| Displaced Anger | Expressing angry feelings toward a persons or object which are unrelated to the problem
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| Disassociation | Not connecting one event with another
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| Introjection | Adopting the feelings of someone else
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| Projection | Placing your own feelings onto another person
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| Rationalization | Justifying thoughts or behavior to avoud the truth
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| Regression | Turning back to former behavior patterns in times of stress
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| Repression | Keeping unpleasant thoughts or feelings out of one's mind
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| Sublimation | Directing or changing unacceptable drives for security, affection and/or power into socially or culturally acceptable channels
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| Patients with special needs | Require some extra sensivity, patience, and emphaty
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| "White coat" syndrome | Whenever some patients have to entcounter anyone in a white uniform, they become extremly anxious
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| Terminally Ill Patient | A terminal ilness is one that is expected to end in death
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| Types of patients | Angry patientAnxious patientPatient with special needsVisoullay impaired patientHearing impaired patientterminally ill patientReligious, cultural, and personal experience patientMentally/Emotionally patientNon-English speaking patient
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