05-02a: Communication

Question 1

General communication guidelines with patient

Answer 1

• Verbal commands used to focus pt’s attention on desired attention
• Simple, laymen’s terms
• Speak clearly and vary tone
• Describe sequence of events that will occur prior to initiating treatment

Question 2

Purpose of questions

Answer 2

• Establish rapport
• Provide feedback
• Assess understanding

Question 3

Open- Ended questions

Answer 3

• Requires more than a yes/no answer
• Draw out reticent patient
• Encourages disclosure

Question 4

Close-ended questions

Answer 4

• Allows PTA to control flow of information

- Used to narrow or clarify

Question 5

Effective pt education

Answer 5

• Establish rapport
• Clear, succinct communication
• Assess pt readiness and motivation to learn
• Pt learning style
• Identify potential barriers to progress
• Design individualized HEP, educational program and/or treatment based on medical condition and personal goals
• Focus time on important concepts
• Use repetition
• Frequent feedback
• Assess effectiveness of pt education
• Modify pt education based on assessment

Question 6

Empathy - Sympathy

Answer 6

• Empathy - Feeling with the person, you’ve been where they are, know what they’re going through
• Sympathy - Feel for the person, but don’t necessarily relate to what they’re going through
• Resist pity
• Do not offer reassurances

Question 7

Ways to establish rapport

Answer 7

• Be attentive to body language
• Express genuine interest
• Listen actively
• Speak in even, moderate tones
• Respect concerns, questions, ideas
• Be honest about what you can or cannot do

Question 8

“I” Statements

Answer 8

• Beginning sentence with “you” places barrier between PTA and pt; can set tone for blame and hostility; accusatory, increases friction, stress
• Beginning sentence with “I” diffuses emotional interchange; does not imply blame

Question 9

Referencing standards/rules

Answer 9

• Good alternative to argument or attempt at being right

- Helpful when objective confrontation of behavior is needed

Question 10

Characteristics of active listening

Answer 10

• Empathetic
• Non-judgmental
• Does not interpret
• Encourages appropriate disclosure

Question 11

Reflecting emotion - acknowledging

Answer 11

PTA verbalizes labels of emotions so pt feels heard and validated

Question 12

Reflecting emotion - restating

Answer 12

Error checking device; Assists with handling misunderstanding and intense emotions

Question 13

“We” Statements

Answer 13

• Using “we” and “us” helps set up expectations

- Reinforces that PTA will use skills to assist the pt in recovering

Question 14

Limit setting

Answer 14

Set appropriate limits - clear and non-aggressive language

Question 15

Communication - Infants/Children

Answer 15

• Interactive
• Structured play for short duration
• Frequent breaks
• Positive reinforcement

Question 16

Communication - Adolescents

Answer 16

• Advocate for adolescents
• Establish trust
• Treat them as adults (may not want parent present)
• Clear, concise instructions
• Frequent positive reinforcement

Question 17

Communication - Adults

Answer 17

• Involve patient in determining outcomes
• Focus on pt daily routine and goals
• Emphasize importance to increase pt compliance
• Be aware of pt support system
• Identify barriers to progress

Question 18

Communication - Elderly

Answer 18

• Introduce new info gradually
• Assess for hearing/vision impairments
• Group activities may benefit

Question 19

Communication - Terminally Ill

Answer 19

• Encourage family and caregiver participation
• Promote pt independent decision making
• Incorporate pt goals
• Alter interventions and education based on current mental/physical status

Question 20

Communication - Cognitively Impaired

Answer 20

• Focus on education of caregiver
• Incorporate pt when possible
• Be clear, concise, summarize, demonstrate, use pictures
• Teach compensatory skills for memory deficits

Question 21

Communication - Illiteracy

Answer 21

• Assess literacy level
• Basic wording and short sentences
• Demonstration, repetition, pictures

Question 22

Kinesthetic Learning

Answer 22

• Learn by doing
• Hands on
• Touching to enhance learning experience

Question 23

Visual Learning

Answer 23

• Use of diagrams, maps, pictures

Question 24

Auditory Learning

Answer 24

• Prefers hearing to reading

- May read out loud

Question 25

Intuitive Learning

Answer 25

• Abstract thinking and speaking
• Deals well with theory
• Sees the big picture
• Imaginary solutions

Question 26

Concrete Learning

Answer 26

• Prefers details, specifics, set patterns
• Does not deal well with theoretical info
• Sees things as black/white
• Less imaginative solutions

Question 27

Active Learner

Answer 27

• Participate in discussions
• Asks questions, draws conclusions
• Exhibits initiative
• Thinks for self
• Confident in ability to learn

Question 28

Passive Learner

Answer 28

• Lets the learning experience “happen”
• Little initiative, relies on direction
• Lacks confidence in ability to learn