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

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

(65 cards)

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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
'It' and 'But' Statements
-can be inflammatory -ie. saying "the patient fell on the floor but..." the person only hears patient fell on the floor
26
'I' vs 'You' vs 'We' Language
-careful how you use these -ie. don't say "we are going to take a bath"
27
Closed Ended Questions
-leave the only options to answer 'yes' or 'no' -ie. did you make it to class today?
28
"I" Language
-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
Fact-Opinion Confusion
-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
Inference
-a conclusion that is arrived at from an interpretation of evidence
31
Euphemisms
-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
Improper Language
-not proper, correct, or applicable in certain situations -ie. vulgarity and cursing
33
Ambiguous Language
-can have various meanings
34
Relative Language
-depends on the person communicating -backgrounds vary and hence their perspectives will also vary
35
Static Evaluation
-states that things are not constant -things vary over time and language should reflect that change
36
Repetition
-a method to improve language skills -to become familiar with a word, use it repeatedly -it will become part of your daily repertoire
37
Group Similar Words Together
-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
Build Your Vocabulary
-a method to improve language skills -keep learning -use words effectively
39
Read
-a method to improve language skills -look up words you don't know
40
Language Adaptation
-the ability to alter one's linguistic choices in a competent manner
41
Check For Understanding
-verifying that what has been said is understood
42
TAP
-talk -asking questions -prepared to listen
43
Communicating Ethically
-accurate, truthful, acceptable -honest -transparent -respect -word choice, tone, compassion, effect it has on others
44
Aphasia Boards
-a way to communicate after identify a barrier -a free resource
45
RELATE Acronym
-respect -empathize -listen -ask -try -explain
46
Respect (RELATE)
-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
Empathize (RELATE)
-make sure people feel like you genuinely care -sit quietly with people -show support/trust/advocacy
48
Listen (RELATE)
-attentively listen -express understanding by rephrasing or actions
49
Ask (RELATE)
-ask questions to better understand or learn -ask how they feel in certain situations, it might differ from what you think
50
Try (RELATE)
-try to make an effort -ensure they feel like you take them seriously -come back and check in after
51
Explain (RELATE)
-before, during, after -ask them to explain -you can explain too
52
RESPOND Acronym
-recognize -establish -single out -provide -operationalize -notify -discuss
53
Recognize (RESPOND)
-recognize the other perspective
54
Establish (RESPOND)
-establish rapport -i think i understand -repeat back info
55
Single out (RESPOND)
-single out the real issue -make sure you understand what is most important to them -lost socks are never the issue
56
Provide (RESPOND)
-provide any needed information -what will you do to resolve the concern
57
Operationalize (RESPOND)
-operationalize your plan to address the issue -make it your mission to resolve the issue
58
Notify (RESPOND)
-notify the patient when you have acted -share what steps have been taken
59
Discuss (RESPOND)
-discuss the situation with the appropriate people -follow up -document who you told (A. Chute RN notified)
60
Preventing Misunderstandings
-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
SBAR
-a tool used to provide fast, effective communication
62
Situation (SBAR)
-your name and service -brief description of the problem and when it started
63
Background (SBAR)
-diagnosis -co-morbidities -other relevant info (medications)
64
Assessment (SBAR)
-what do you think the problem is? -what is your assessment of the situation?
65
Recommendation (SBAR)
-what do you suggest? -what are you requesting? -is everyone on the same page?

HLST 154 - Professional Communication (9 decks)

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