Chapter 10 Vocabulary Flashcards
Aggressive Communication
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
Which healthcare positions are most risky with regard to aggression?
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
psychological violence
the intentional use of power that may include the threat of physical force against another person or group of people
Abuse
behavior that results in humiliation or degradation or shows a lack of dignity or respect for another person
Bullying
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
Discrimination
undesired or unreciprocated behavior degrading a person’s dignity and base on demographic categories.
Sexual Harrassment
unreciprocated or unwanted behavior of a sexual nature that offends the victim or makes the victim feel threatened, embarrassed, or humilated
Threat
the overt or implied promise of physical or psychological force resulting in the person fearing psychological or physical harm or other perceived retribution
factors that that may increase aggression in healthcare
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
Emotional contagion
a person’s emotive state influencing the emotive state of another person in a similar way
Employee burnout
feelings of exhaustion, frustration, anger and cynicism associate work that can be overwhelming
difference between hostility and assertiveness
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
examples of hostility versus assertiveness
hostile: responding to a time delay with rude statements vs assertive: remind receptionist of delay and ask for a better time assessment
What is the PEN model of personality?
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
Positive reinforcement
performing or witnessing a behavior or event that brings about a desired or beneficial outcome
Negative reinforcement
performing or witnessing a behvior or event that brings about an undersired or detrimental outcome
5 explanations for verbal aggressiveness
psychopathological, disdain, genetic, social learning, argument skiills deficiency
psychopathological explanation of verbal aggressiveness
product of repressed hostility toward another person
disdain explanation of verbal aggressiveness
intense dislike or hatred toward another person
genetic explanation of verbal aggressiveness
expression a person’s temperament defined as biologically rooted
social learning explanation of verbal aggressiveness
developed as a result of moedling after significant others or media
argument skills deficiency model
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
Verbal trigger events
factors that, when present, result in an onset of verbal and potentially physical aggression
Examples of verbal trigger events
exhaustion, stress, moderation of the managed care industry, patient distrust, consumerism
