Chapter 10 Vocabulary

Question 1

Aggressive Communication

Answer 1

any interprersonal behavior that applies force physically or symbolically in order, minimally, to dominate and perhaps damage or, maximally, to defeat and perhaps destroy the locus of attack

Question 2

Which healthcare positions are most risky with regard to aggression?

Answer 2

Emergency Medical Services, Ambulance personnel, student nurses, emergency room personnel, those working with the elderly, those working with patients with disabilities, those working with mental health patients

Question 3

psychological violence

Answer 3

the intentional use of power that may include the threat of physical force against another person or group of people

Question 4

Abuse

Answer 4

behavior that results in humiliation or degradation or shows a lack of dignity or respect for another person

Question 5

Bullying

Answer 5

activity that occurs repeatedly and is considered offensive to the receiver - these behaviors are intentional, vindictive, malicious, or undermine a person or group of people

Question 6

Discrimination

Answer 6

undesired or unreciprocated behavior degrading a person’s dignity and base on demographic categories.

Question 7

Sexual Harrassment

Answer 7

unreciprocated or unwanted behavior of a sexual nature that offends the victim or makes the victim feel threatened, embarrassed, or humilated

Question 8

Threat

Answer 8

the overt or implied promise of physical or psychological force resulting in the person fearing psychological or physical harm or other perceived retribution

Question 9

factors that that may increase aggression in healthcare

Answer 9

interpersonal dynamics, organization roles, protocols, perceived patient control, level of provocation from visitors or other patients, how rules are enforced, overcrowding, inexperienced healthcare staff, stringent practices

Question 10

Emotional contagion

Answer 10

a person’s emotive state influencing the emotive state of another person in a similar way

Question 11

Employee burnout

Answer 11

feelings of exhaustion, frustration, anger and cynicism associate work that can be overwhelming

Question 12

difference between hostility and assertiveness

Answer 12

hostility - destructive trait expressed in interpersonal communication as irritability, negativity, resentment and suspicion - it includes verbal agressiveness; assertiveness - global trait where a person tends to be interpersonally dominant and forceful to achieve personal goals in socially appropriate ways

Question 13

examples of hostility versus assertiveness

Answer 13

hostile: responding to a time delay with rude statements vs assertive: remind receptionist of delay and ask for a better time assessment

Question 14

What is the PEN model of personality?

Answer 14

Psychoticism - continuum of sociability: likeable to aggressive to others; Extraversion - continuum of outgoingness: being with other people; Neuroticism - continuum of composure - how one experiences negative e motion

Question 15

Positive reinforcement

Answer 15

performing or witnessing a behavior or event that brings about a desired or beneficial outcome

Question 16

Negative reinforcement

Answer 16

performing or witnessing a behvior or event that brings about an undersired or detrimental outcome

Question 17

5 explanations for verbal aggressiveness

Answer 17

psychopathological, disdain, genetic, social learning, argument skiills deficiency

Question 18

psychopathological explanation of verbal aggressiveness

Answer 18

product of repressed hostility toward another person

Question 19

disdain explanation of verbal aggressiveness

Answer 19

intense dislike or hatred toward another person

Question 20

genetic explanation of verbal aggressiveness

Answer 20

expression a person’s temperament defined as biologically rooted

Question 21

social learning explanation of verbal aggressiveness

Answer 21

developed as a result of moedling after significant others or media

Question 22

argument skills deficiency model

Answer 22

people resort to verbal aggression from a lack of motivation to engage in an argument or a lack of skills inc reating a cogent argument

Question 23

Verbal trigger events

Answer 23

factors that, when present, result in an onset of verbal and potentially physical aggression

Question 24

Examples of verbal trigger events

Answer 24

exhaustion, stress, moderation of the managed care industry, patient distrust, consumerism

Question 25

5 argumentative types and definitions

Answer 25

low argumentative, high argumentative, conflicted-feelings moderate, apathetic moderate, neutral moderate

Question 26

Low argumentative

Answer 26

a person who has a low motivation to approach arguments and a high motivation to avoid

Question 27

High argumentative

Answer 27

person who has a high motivation to appproach/low to avoid

Question 28

conflicted-feelings moderate argumentative

Answer 28

High approach/ high avoid

Question 29

apathetic moderate argumentative

Answer 29

Low approach/low avoid

Question 30

neutral moderate argumentative

Answer 30

Moderate in approach/avoid

Question 31

external factors that can increase aggression

Answer 31

1) possession of firearms 2) increase use of hospital guards 3) decreased care for mental patients in hospitals 4) drugs and money in hospitals 5) unrestricted access to healthcare facilities 6) long waits in emergency rooms

Question 32

four main components of education programs for reduction of verbal and physical violence

Answer 32

1) manage containment 2) commitment/employee involvement 3) worksite analysis including reviewing aspects and procedures of healthcare 4) safety and health training including adoption of diffusion techniques and knowledge of the detrimental effects of aggressive communication

Question 33

3 conflict behaviors (know examples)

Answer 33

sabotage, front-stabbing, back stabbing

Question 34

Assigned power

Answer 34

power that is officially granted to you by some overarching organization or authority

Question 35

Reward power

Answer 35

control of reward and the discretion to dispense rewards based on the ability of a person to comply with the wishes of the powerful

Question 36

Expert power

Answer 36

power earned by a person who is perceived as knowledgeable and trustworthy with regard to a specific topic