Glossary of Therapeutic Communication
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- Define communication
- The exchange of common symbols - written, spoken, or other kinds such as signing and body language
- Define empathy
- Identification with and understanding of another's situation, feelings, and motives
- Define encoding
- Creating a message
- Define decoding
- Interpreting a message
- Define feedback
- A response to a message
- What are some reasons for failing to communicate?
Lack of privacy
- What are the hallmarks of a good communicator?
- Patience and flexibility
- Effective communication begins and ends with ______________ and ______________.
- trust, rapport
- Define patient interview
- Interaction with a patient for the purpose of obtaining in-depth information about the emergency and the patient's pertinent medical history.
- What are 3 ways to build trust and rapport with your patient?
- Use the pts name
Address the pt properly
Modulate you voice
Use a professional but compassionate tone
Explain what you are doing and why you are doing it
Keep a kind, calm expression
Use and appropriate style of communication
- What are 5 ways to make good first impression?
- Having a clean, neat uniform
Good personal hygiene
Overall professional demeanor
Open, interested and caring facial expressions
Confidence (not arrogance)
Consideration for the pt
- What are 3 ways to remember a name?
- Say the name out loud 3 times
"See" the name in bold capital letters
"Feel" yourself write the name
- What are the different responses your patient may have to questioning?
- May pour out information easily
May reveal some things, but conceal others
May resist responding
- True or false: The patient who resists responding to questioning may be trying to maintain a certain image or may be fearful about how others will respond.
- Define nonverbal communication
- Gestures, mannerisms, and posture by which a person communicates with others; also called body language
- What are the 3 elements of nonverbal communication?
Relative level (relative eye level)
- Define open stance
- A posture or body position that is relaxed and suggests confidence, ease, warmth, and attentiveness.
- Define closed stance
- A posture or body position that is tense and suggests negativity, discomfort, fear, disgust, or anger
- 0 to 1.5 feet is considered the _______________ zone.
- _________________ distance is 1.5 to 4 feet.
- Personal (also called presonal space)
- The social distance is ____ to ____ feet.
- 4, 12
- The public distance is ____ feet or more.
- A powerful source of communication comes with ________ ________________.
- eye contact
- Nothing builds trust and rapport, or calms patients, faster than the power of ____________.
- Define leading questions
- Questions framed to guide the direction of a pts answers
- Define open-ended questions
- Questions that permit unguided, spontaneous answers
- Define closed questions (also called direct questions)
- Questions that ask for specific information and require only very short or yes-or-no answers.
- What are 3 good questioning techniques?
- Ask open-ended questions
Ask direct questions when needed
Do not ask leading questions
Ask one question at a time, and allow for a complete response
Listen to pts complete answer before asking the next question
Use language the pt can understand
Do not allow interruptions, if possible
- True or false: External signs such as overall appearance (clothing, jewelry, other physical signs) can give you some indication of the pts condition.
- What are 5 feedback techniques?
- Silence Reflection
- What are 3 common errors made during the interview of a patient?
- Providing false addurances
Innapropriate attitude of authority
Using avoidance language
Distanging yourself from the pt
Using professional jargon
Talking too much
Using "why" questions
- Why should "why" questions be avoided during the patient interview?
- These questions often cause the pt to feel they are being blamed and is counterproductive
- Do kids respond more to verbal or nonverbal communication?
- Nonverbal - beware of body language
- When dealing with children you should:
A. stand above them
B. get at their eye level
C. crouch below them
- When possible, allow/do not allow parents to remain with the pediatric patient.
- Define ethnocentrism
- Viewing one's own life as the most desirable, acceptable, or best, and acting in a superior manner to another culture's way of life.
- Define cultural imposition
- The imposition of one's beliefs, values, and patterns of behavior on people of another culture.
- When dealing with uncooperative or hostile patients, you should always have a clear path to the _____________ __________ and position yourself to observe others entering or exiting the area
- nearest exit
- In situations where a patient becomes sexually agressive, what is the best solution?
- Have a same-sex attendant with the patient, set limits, and establish boundaries.
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