4.1.1 study Flashcards
communication in health care
show you hear a person’s concerns.
acknowledge the person
use gestures and facial expressions to show you are listening to reinforce your points when speaking.
supplementing the conversation
paraphrase a person’s concerns to make sure you fully understand.
repeating the information
ask questions beginning with “how,” “what,” and “describe” to promote engagement.
asking open-ended questions
repeat all of the facts
summarizing the main points
ask if a person would like to hear your opinion. when speaking with a patient, if they agree, respond in a way that contrasts their concerns with possible medical outcomes.
giving your opinion
movements of part of the body to express an idea or meaning nonverbally.
gestures
the wide variety of facial movements and positions used to communicate information nonverbally.
facial expressions
communication techniques
- using affirmative facial expressions to show comprehension
- maintaining eye contact
- making gestures with your hands to help explain something
- saying “i am upset that..”
effective communication techniques
communication techniques
- turning up the radio when someone is talking to you
- talking above everyone else in the room
- criticizing others
- using offensive language when frustrated
ineffective communication techniques
communication including sounds, language, voice, and tone.
verbal communication
communication exclusive of speaking.
(body movements and electronic communication.)
nonverbal communication
define:
communication relying on visual information.
(images, signs, & symbols.)
visual communication
define:
communication relying on writing and reading of handwritten or typed text.
written communication
define:
the quality of a person’s voice.
vocal tone
define:
a communication strategy used to help patients and family members come to terms with difficult health care issues.
therapeutic communication
what is this an example of?
“sir, i understand what you’re saying.”
accepting and respecting the patient’s point of view
what is this an example of?
“you’re looking well, mrs. henderson; i’m glad to see you’re handling the situation so well.”
offering recognition
what is this an example of?
“i understand you may feel overwhelmed and perhaps a bit scared. do you have any questions i can answer to help ease your concern?”
allowing patients to explore their feelings
what is this an example of?
“let’s see if we can figure this one out together, okay?”
suggesting collaboration
define:
problems making it difficult for people to understand each other when they are communicating.
(language, cultural, physical, and environmental barriers.)
communication barriers
define:
a visual representation of the body
(patients can use this to identify the location of their concern.)
human anatomy chart
define:
this can be especially helpful to patients who may have trouble reading text.
magnification glass
define:
depicts a set of facial expressions or line of numbers 0-10 by which the patient can identify their level of discomfort.
pain scale
define:
a headset with a microphone cord.
(patients hard of hearing use the headset while you speak into the mic.)
pocket talker
