Chapter 9 Flashcards
Explain procedure and task to client
Use simple language
Speak clearly, slowly
Control volume and tone of voice
Be concise
Do not pretend to understand
Four step teaching method
Describe
Show
Have them try
Review success
Defence mechanism
Used to avoid uncomfortable feeling such as anxiety, guilt, fear, stress
When communicating with an angry client
Do not argue
Use silence
Verbal communication
Messages through spoken word
Non-verbal communication
Messages sent without words through body language, touch, and use of silence
Communication method
Focusing
Active listening
Clarifying
Empathetic listening
Paraphrasing
Asking open-ended questions
Asking close ended questions
Communication barriers
Failing to listen
Using patronizing language
Minimizing
Interrupting
Giving advice
Answering your own questions
Defence mechanisms
Communication process
A sender and a receiver
Defence mechanism
Denial
Displacement
Fantasizing
Passive-aggressiveness
Projection
Rationalization
Reaction formation
Regression
Repression
Submissiveness
Suppression
Assertiveness
Thoughts and feelings are expressed positively and directly without offending others
Aggressiveness
Is not respectful.
appears upset, cold, angry, and may sound threatening.
