4.1.1 study

Question 1

show you hear a person’s concerns.

Answer 1

acknowledge the person

Question 2

use gestures and facial expressions to show you are listening to reinforce your points when speaking.

Answer 2

supplementing the conversation

Question 3

paraphrase a person’s concerns to make sure you fully understand.

Answer 3

repeating the information

Question 4

ask questions beginning with “how,” “what,” and “describe” to promote engagement.

Answer 4

asking open-ended questions

Question 5

repeat all of the facts

Answer 5

summarizing the main points

Question 6

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.

Answer 6

giving your opinion

Question 7

movements of part of the body to express an idea or meaning nonverbally.

Answer 7

gestures

Question 8

the wide variety of facial movements and positions used to communicate information nonverbally.

Answer 8

facial expressions

Question 9

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..”

Answer 9

effective communication techniques

Question 10

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

Answer 10

ineffective communication techniques

Question 11

communication including sounds, language, voice, and tone.

Answer 11

verbal communication

Question 12

communication exclusive of speaking.

(body movements and electronic communication.)

Answer 12

nonverbal communication

Question 13

define:

communication relying on visual information.

(images, signs, & symbols.)

Answer 13

visual communication

Question 14

define:

communication relying on writing and reading of handwritten or typed text.

Answer 14

written communication

Question 15

define:

the quality of a person’s voice.

Answer 15

vocal tone

Question 16

define:

a communication strategy used to help patients and family members come to terms with difficult health care issues.

Answer 16

therapeutic communication

Question 17

what is this an example of?

“sir, i understand what you’re saying.”

Answer 17

accepting and respecting the patient’s point of view

Question 18

what is this an example of?

“you’re looking well, mrs. henderson; i’m glad to see you’re handling the situation so well.”

Answer 18

offering recognition

Question 19

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?”

Answer 19

allowing patients to explore their feelings

Question 20

what is this an example of?

“let’s see if we can figure this one out together, okay?”

Answer 20

suggesting collaboration

Question 21

define:

problems making it difficult for people to understand each other when they are communicating.

(language, cultural, physical, and environmental barriers.)

Answer 21

communication barriers

Question 22

define:

a visual representation of the body

(patients can use this to identify the location of their concern.)

Answer 22

human anatomy chart

Question 23

define:

this can be especially helpful to patients who may have trouble reading text.

Answer 23

magnification glass

Question 24

define:

depicts a set of facial expressions or line of numbers 0-10 by which the patient can identify their level of discomfort.

Answer 24

pain scale

Question 25

define:

a headset with a microphone cord.

(patients hard of hearing use the headset while you speak into the mic.)

Answer 25

pocket talker