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HLST 154 - Professional Communication > Chapter 3: Verbal Communication (Lessons 3 & 4) > Flashcards

Chapter 3: Verbal Communication (Lessons 3 & 4) Flashcards

1
Q

Language

A

-a system of human communication using a particular form of spoken or written words
-helps us understand others wants, needs, desires

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2
Q

Semantic Rules

A

-the “dictionary definition” of the word
-meaning can change based on context
-spoken or written words (documentation)

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3
Q

Syntactic Rules

A

-govern how we help guide the words we use
-using grammar, structure, punctuation to effectively convey our ideas
-broken English
-ie. Yoda language

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4
Q

Pragmatic Rules

A

-help us interpret messages by analyzing the interaction altogether
-consider words used, how they are stated, our relationship with the speaker, communication objectives
-often based on culture and experience

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5
Q

Denotative Meaning

A

-the main/dictionary meaning
-most people are familiar with and can agree on the understanding
-not including feelings and ideas that people may connect with that word

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6
Q

Connotative Meaning

A

-subjective definition
-the emotion or feeling that is evoked by a word and accompanies its literal meaning
-cultural background
-how experiences change the way we interpret words
-ie. Respect is different for everyone

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7
Q

Colloquialisms

A

-a word or phrase that is not formal or literary
-ie. y’all

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8
Q

Jargon

A

-words or expressions used by a group that are difficult for others to understand
-ie. saying “I am taking your BP” can have negative connotation, use check/measure instead of take

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9
Q

Slang

A

-informal words or phrases
-ie. slay, bruh

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10
Q

Idioms

A

-words that mean something different from how they sound
-ie. once in a blue moon

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11
Q

Non-Judging

A

-aware of judgement and reactions to inner and outer experiences
-be observant

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12
Q

Patience

A

-accept that sometimes things must unfold in their own time

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13
Q

Beginner’s Mind

A

-approach situations as if you are encountering them for the first time
-realizing you don’t need all the answers

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14
Q

Trust

A

-trusting yourself
-taking responsibility for your actions

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15
Q

Non-Striving

A

-not forcing certain results to happen

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16
Q

Acceptance

A

-accepting things as they are without denying or trying to change things

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17
Q

Letting Go

A

-be willing to let go of things that prevent you from living in the moment
-bad days happen, don’t take work home with you

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18
Q

Advocacy

A

-support your clients
-mistakes and misunderstandings happen so you need to stick up for clients

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19
Q

Clinical Judgement

A

-the process by which nurses make decisions based on nursing knowledge, other disciplinary knowledge, critical thinking, clinical reasoning

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20
Q

Equivocal Language

A

-words that have more than one commonly accepted definition
-clarify the meaning
-communicate with intent
-ie. describing bowel movements

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21
Q

Abstraction

A

-language that is vague and unclear
-don’t use “seems” and “appears”
-we need to be specific
-ie. “Andrea is always anxious” vs. “Andrea is always anxious when…”

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22
Q

Concrete Words

A

-tangible items, things you can count on, touch, name, identify in time

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23
Q

Inferences/Biases/Assumptions

A

-shows preference in favour of or against a certain point of view
-may influence how we see others and how we communicate with them

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24
Q

Word Choice

A

-careful with how people interpret words
-ie. cheap vs. thrifty or guys vs. folks

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25
Q

‘It’ and ‘But’ Statements

A

-can be inflammatory
-ie. saying “the patient fell on the floor but…” the person only hears patient fell on the floor

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26
Q

‘I’ vs ‘You’ vs ‘We’ Language

A

-careful how you use these
-ie. don’t say “we are going to take a bath”

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27
Q

Closed Ended Questions

A

-leave the only options to answer ‘yes’ or ‘no’
-ie. did you make it to class today?

28
Q

“I” Language

A

-a statement that describes the speakers reaction to another persons behaviour without making judgements about the behaviours worth
-don’t say “I wish you…” or “I would appreciate if you would…”
-say “I apologize for… what can I do to make things right?”

29
Q

Fact-Opinion Confusion

A

-occurs when inferences or assumptions are presented as facts
-ie. “she is mean” or is there just something that is making her seem mean

30
Q

Inference

A

-a conclusion that is arrived at from an interpretation of evidence

31
Q

Euphemisms

A

-a indirect word or expression substituted for one considered to be too harsh or blunt when referring to something unpleasant
-ie. “bit the dust” instead of “died”

32
Q

Improper Language

A

-not proper, correct, or applicable in certain situations
-ie. vulgarity and cursing

33
Q

Ambiguous Language

A

-can have various meanings

34
Q

Relative Language

A

-depends on the person communicating
-backgrounds vary and hence their perspectives will also vary

35
Q

Static Evaluation

A

-states that things are not constant
-things vary over time and language should reflect that change

36
Q

Repetition

A

-a method to improve language skills
-to become familiar with a word, use it repeatedly
-it will become part of your daily repertoire

37
Q

Group Similar Words Together

A

-a method to improve language skills
-fit words together to see the whole picture
-memorize words that have similarities
-create a vocabulary around a theme

38
Q

Build Your Vocabulary

A

-a method to improve language skills
-keep learning
-use words effectively

39
Q

Read

A

-a method to improve language skills
-look up words you don’t know

40
Q

Language Adaptation

A

-the ability to alter one’s linguistic choices in a competent manner

41
Q

Check For Understanding

A

-verifying that what has been said is understood

42
Q

TAP

A

-talk
-asking questions
-prepared to listen

43
Q

Communicating Ethically

A

-accurate, truthful, acceptable
-honest
-transparent
-respect
-word choice, tone, compassion, effect it has on others

44
Q

Aphasia Boards

A

-a way to communicate after identify a barrier
-a free resource

45
Q

RELATE Acronym

A

-respect
-empathize
-listen
-ask
-try
-explain

46
Q

Respect (RELATE)

A

-cultural, sexual identity, gender, religion
-preferred names
-make everyone feel respected
-ie “would you like me to call you by your first or last name”

47
Q

Empathize (RELATE)

A

-make sure people feel like you genuinely care
-sit quietly with people
-show support/trust/advocacy

48
Q

Listen (RELATE)

A

-attentively listen
-express understanding by rephrasing or actions

49
Q

Ask (RELATE)

A

-ask questions to better understand or learn
-ask how they feel in certain situations, it might differ from what you think

50
Q

Try (RELATE)

A

-try to make an effort
-ensure they feel like you take them seriously
-come back and check in after

51
Q

Explain (RELATE)

A

-before, during, after
-ask them to explain
-you can explain too

52
Q

RESPOND Acronym

A

-recognize
-establish
-single out
-provide
-operationalize
-notify
-discuss

53
Q

Recognize (RESPOND)

A

-recognize the other perspective

54
Q

Establish (RESPOND)

A

-establish rapport
-i think i understand
-repeat back info

55
Q

Single out (RESPOND)

A

-single out the real issue
-make sure you understand what is most important to them
-lost socks are never the issue

56
Q

Provide (RESPOND)

A

-provide any needed information
-what will you do to resolve the concern

57
Q

Operationalize (RESPOND)

A

-operationalize your plan to address the issue
-make it your mission to resolve the issue

58
Q

Notify (RESPOND)

A

-notify the patient when you have acted
-share what steps have been taken

59
Q

Discuss (RESPOND)

A

-discuss the situation with the appropriate people
-follow up
-document who you told (A. Chute RN notified)

60
Q

Preventing Misunderstandings

A

-use easy to understand words to prevent misunderstandings
-medical (oral vs. by mouth)
-concept (adverse vs. bad)
-category (option vs. choice)
-value (adequate vs. enough)

61
Q

SBAR

A

-a tool used to provide fast, effective communication

62
Q

Situation (SBAR)

A

-your name and service
-brief description of the problem and when it started

63
Q

Background (SBAR)

A

-diagnosis
-co-morbidities
-other relevant info (medications)

64
Q

Assessment (SBAR)

A

-what do you think the problem is?
-what is your assessment of the situation?

65
Q

Recommendation (SBAR)

A

-what do you suggest?
-what are you requesting?
-is everyone on the same page?

HLST 154 - Professional Communication (9 decks)

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