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NEP 450 Exam 1 > Ch. 5 Communication > Flashcards

Ch. 5 Communication Flashcards

1
Q

Communication

A

The interaction between two or more individuals that allows information to move from one person to another, either on a person-to-person level or using media

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2
Q

Sender

A
  • The person who creates and transmits a message to another person or people (Encodes information and transmits it to the receiver)
  • Sender is responsible for the message and the packaging
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3
Q

Message

A

The information that is communicated by the sender to the receiver

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4
Q

Encode

A

Create a message
(choose words/symbols with a clear message)

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5
Q

Transmit

A

Send message to one or more people
- in person (voice)
- in print
- using technology (email, websites, phones, faxes)

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6
Q

Receiver

A
  • The person who gets the message from the sender
  • Must get the message, decode it, and interpret the message
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7
Q

Decode

A

Decipher the message that was received (e.g. reading it, listening to it)

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8
Q

Interpret

A

Assign meaning to the message (words, tone of voice, nonverbal communication)
- based on personal experience
- errors minimized if message is worded and packaged well

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9
Q

Hearing

A

A physical sense that is involuntary and passive and may be done without paying attention

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10
Q

Listening

A

An active process that requires effort or attention from the listener
- This is used to decode messages
- An essential part of verbal communication, especially that which takes place between individuals

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11
Q

Active Listening Strategies

A
  • Communicate your attention nonverbally
  • Avoid distractions
  • Don’t multitask
  • Suspend judgment
  • Wait 3-5 sec after speaker has finished before responding
  • Ask clarifying questions
  • Briefly summarize what you’ve heard
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12
Q

Message Components

A
  • Content
  • Language
  • Symbols
  • Delivery style
  • Complexity
  • Focus
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13
Q

Content

A

uses words as symbols; words are subject to interpretation by both the sender and the receiver (may have more than one meaning)

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14
Q

Language

A

the level of language that is used; is largely dependent on the intended receiver of the message

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15
Q

Symbols

A

tangible items that illustrate the message

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16
Q

Delivery style

A

the way the message is delivered, should be consistent with the message (e.g. friendly, empathetic, calm, businesslike, angry)

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17
Q

Complexity

A

the detail that is included in the message, which must meet the needs of the receiver

18
Q

Focus

A

can be “I”, “you” or neutral; should be planned as part of the message

19
Q

Packaging

A

How the message is conveyed

20
Q

Components of Packaging

A

Channels
Setting
Timing
Noise
Feedback
Personal Characteristics

21
Q

Channels

A
  • the pathways through which messages are transmitted (face-to-face meetings, phone calls, e-mail, text messages, broadcast media, bulletin boards, websites)
  • one or more channels may be used
22
Q

Direct Channels

A

Certain individuals or groups of individuals are targeted (e.g. an e-mail sent to employees of an organization)

23
Q

Indirect Channels

A

The receiver of the message is not specified
(e.g. commercial on a radio station)

24
Q

Setting

A

The physical environment in which the communication takes place
- May be an office, a classroom, a cafeteria or restaurant, a meeting room, and so forth
- The arrangement of the furniture and equipment is important
- Sometimes privacy is a consideration

25
Q

Timing

A

When the communication will occur in relationship to the situation and the type of message to be relayed
- It is generally not wise to make major announcements on Friday afternoon
- Early in the day and in the week more ideal
- Waiting for the right time vs procrastination

26
Q

Noise

A

Factors that interfere with the message and distort it
- Includes things like poorly planned physical environment, unclear language or vocabulary, timing, mixed messaging
- May include unrelated factors, like illness of the sender or receiver or the simultaneous occurrence of a tragedy or a natural disaster
- May also be related distraction and demands of technology (smartphones, etc.)
- Can be caused by multitasking

27
Q

Feedback

A

The responses that are generated (by both the sender and the receiver) during two-way interpersonal communication
- Largest reason why face-to-face communication is faster and more efficient than written or one-way communication

28
Q

Personal Characteristics

A

May enhance, interfere with, or have no effect on the communication of a message
- Verbal
- Nonverbal

29
Q

Verbal Personal Characteristics

A

Include features of speech:
- Accent
- Speed of conversation
- Tone
- Pitch
- Rhythm

30
Q

Nonverbal Personal Characteristics

A

Artifacts - cluttered vs tidy workspace
Proxemics - how close you are to someone
Body Language - facial expression, gestures
Physical Characteristics - body size/shape
Grooming - style, attire
Touching Behavior - handshakes, hugs

31
Q

Written Communication

A

Is tangible, permanent, and verifiable
- Used for either direct or indirect communication
- May be either a primary or a supplementary (reinforcing verbal) channel
- Interpersonal communication is shifting from oral to written
- Legal documents
- Optional communications

32
Q

Legal documents

A
  • Need to be retained for a specified period (progress notes, personnel files, trainings)
  • These and other essential communication documents are needed to carry out the work of the organization
33
Q

Optional communications

A
  • Include such items as newsletters, postings on bulletin boards, announcements of meetings and activities
  • Reflect personal and organization style
34
Q

Confidentiality

A

Proprietary information about the organization and personal information about patients/customers must remain confidential
- Such information may be shared within an organization, but not outside it

35
Q

HIPAA

A
  • Health Insurance Portability and Accountability Act
  • Regulates the use and disclosure of protected health information (The Privacy Rule)
36
Q

Electronic Communication

A
  • E-mail and texting
  • Social media (publishing, sharing, discussing, networking)
  • Use secure channel when working with patient information
  • Concern that electronic communication is replacing interpersonal communication
37
Q

Telehealth

A
  • Consists of a broad variety of technologies and tactics to deliver virtual medical, health, and education services
  • Must be HIPAA compliant
38
Q

Communication to Groups

A
  • More impersonal (Less tolerance for errors, Greater chance for distortion)
  • Larger audience requires more sophisticated packaging
  • Important to test technology, proofread printed materials, etc.
39
Q

Communication Barriers

A
  • Regional language/slang
  • Cultural variations (language, proxemics, body language, touching behavior, customs)
  • Gender
  • Generational differences
  • Politically Correct Terminology
40
Q

Politically Correct Terminology

A

Language that is non-offensive or neutral to replace words or phrases in common usage that are disparaging, offensive, or insensitive

NEP 450 Exam 1 (6 decks)

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