Chapter 3: The Interview Flashcards
Communication
Is ALL behavior including, conscious and unconscious, verbal and nonverbal
Verbal Communication
The words you speak, vocalizations, the tone of voice.
Nonverbal communication
Body language - posture, gestures, facial expression, eye contact, foot tapping, touch, even where you place your chair
Because nonverbal communication is under less conscious control than verbal communication, it may be
More reflective of true feelings
What are the Internal Factors?
- Liking others
- Empathy
- Ability to Listen
- Self-awareness
Internal Factor: Liking Others
Having a generally optimistic view of people. Genuine or sincerity of people.
Internal Factor: Empathy
Viewing the world from the other person’s inner frame of reference while remaining yourself
Internal Factor: Ability to Listen
Active listening. Complete and focused attention.
Internal Factor: Self-Awareness
Understanding your personal views, biases, stereotypes, etc.
What are the External Factors?
- Privacy
- Interruptions
- Physical Environment: comfort/room temp.
- Sufficient Lighting
- Seating: Space (Socail Distance: 4-5 ft away from patient), Eye level
- Note taking: limit note taking
- Electronic Health Record
Communication Techniques
A. Introduction
B. Working Phase
Communication Technique: Introduction
- Introduce self, title and give direction or plan.
- Avoid use of first name during interview. (Exception with children and adolescents)
Communication Technique: Working Phase
Ability to form and utilize various types of questions and techniques to facilitate communication and a health interview.
Open-ended questions
- Questions that ask for narrative information.
- unbiased and leaves the person free to answer in any way.
Closed or direct questions
Ask for specific information, usually 1-2 word answers.
9 Types of Verbal Responses
- Facilitation
- Silence
- Reflection
- Empathy
- Clarification
- Confrontation
- Interpretation
- Explanation
- Summary
Ten traps of interviewing
- False Reassurance
- Unwanted/unsolicited advice
- Using Authority
- Avoidance language
- Distancing
- Professional Jargon
- Leading/biased questions
- Talking too much
- Interrupting
- “Why?” Questions
Verbal Responses: Facilitation
- Encourages client to say more
- Shows person you are interested
Verbal Responses: Silence
- Communicates that client has time to think
- Interruption may cause client to lose train of thought
- provides you with chance to observe client and note nonverbal cues
Verbal Responses: Reflection
- Echoes clients words by repeating part of what person just said
- Can help express feelings behind words
- Mirroring clients words can help person elaborate on problem
Verbal Responses: Empathy
- Names a feeling and allows its expression
- Allows person to feel accepted and strengthens rapport
- Useful in instances when client hasn’t identified the feeling or isn’t ready to discuss it
Verbal Responses: clarification
- Useful when person’s word choice is confusing
- Summarize person’s words and ensure you are on the right track
Verbal Responses: Confrontation
- Clarifying inconsistent information
- Focusing client’s attention on an observed behavior, action or feeling
- frame of reference shifts from the patient’s perspective to the perspective of the health care provider, and the health care provider starts to express his or her own thoughts and feelings
Verbal Responses: Interpretation
- links events, makes associations and amplifies cause
- not based on direct observation but on inference or conclusion
- interpretation may be incorrect but helps prompt further discussion
Verbal Responses: Explanation
- informing person
- sharing factual and objective information
Verbal Responses: Summary
- condenses facts and validates what was discussed during the interview
- signals termination of interview is imminent
- both client and examiner should be active participants
List the 7 Nonverbal Skills
- Appearance
- Posture
- Gestures
- Facial Expressions
- Eye Contact
- Voice
- Touch
Closing the Interview
Always close the interview with one last opportunity for the patient to ask any additional questions and then give direction about what is next or what the plan is.
When can you use direct questions in an interview?
- after the person’s opening narrative to fill in any details he or she left out.
- when specific facts are needed, such as when asking about past health problems or during the review of systems.
