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MAA > Chapter Two > Flashcards

Chapter Two Flashcards

1
Q

The act of sticking to something

A

adherence

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2
Q

Having a deep awareness of the suffering of another and the wish to ease it

A

compassion

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3
Q

Unconscious mental processes that protect people from anxiety, loss, conflict or shame.

A

Defense Mechanisms

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4
Q

The differences and similarities in identity, perspective and points of view among people.

A

Diversity

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5
Q

The ability to understand another’s perspective, experiences, or motivations

A

Empathy

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6
Q

A type of communication that occurs through body language and expressive behaviors rather than with verbal or written words.

A

Nonverbal Communication

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7
Q

behavioral and psychological strategies used to deal with or minimize stressful events

A

coping mechanisms

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8
Q

having a composed and self-assured manner; feeling confident, being patient, and maintaining good posture. (Standing and sitting up straight)

A

poised

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9
Q

a relationship of harmony and accord between the patient and the healthcare professional

A

rapport

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10
Q

to show consideration or appreciation for another person; to feel or show differential regard for

A

respect

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11
Q

Five types of diversity that a medical assistant should be aware of…

A

nationality, race, culture, ethnicity, social factors

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12
Q

pertains to the country where the person was born and holds citizenship.

A

nationality

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13
Q

relates to a group of people who have the same physical characteristics, such as skin color.

A

race

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14
Q

includes the generational customs, norms, values and beliefs held by a group of people.

A

culture

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15
Q

relates to a common ancestry, culture, religion, traditions, nationality and language shared by a group of people.

A

ethnicity

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16
Q

all the ways a person is different from others. (Lifestyle, religion, tastes and preferences)

A

social factors

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17
Q

the exchange of information, feelings and thoughts between tow or more people using spoken words or other methods

A

communication

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18
Q

a process of communicating with patients and family members in healthcare

A

therapeutic communication

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19
Q

relate to how we deliver our verbal message

A

communication delivery factors

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20
Q

the space between one person and another; also considered to be part of nonverbal communication

A

spatial distance

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21
Q

0-1.5 feet

A

intimate or personal space

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22
Q

1.5 - 4 feet

A

casual personal space

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23
Q

4 - 12 feet

A

social-business space

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24
Q

a distance greater than 12 feet

A

public space

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25
Q

can be defined as words used either orally or in written form

A

verbal communication

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26
Q

a way to describe the sender-receiver process.

A

the communication cycle

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27
Q

COMMUNICATION CYCLE IN ORDER:
1.
2.
3.
4.

A
  1. sender creates the message
  2. receiver decodes the message
  3. receiver creates feedback
  4. sender decodes feedback
28
Q

a type of verbal communication in which we create written messages for the receiver

A

written communication

29
Q

written communication includes the following types: 1.
2.
3.

A
  1. written messages
  2. letters and emails
  3. online information and media
30
Q

a type of verbal communication in which we talk and listen to others. In the ambulatory care environment, this occurs in person, over the phone, and using remote devices.

A

oral communciation

31
Q

list the 5 main styles of communication..

A

passive, aggressive, passive-aggressive, manipulative, assertive

32
Q

the most important therapeutic communication technique.

A

active listening

33
Q

means we fully concentrate on what the speaker is saying and how it is said.

A

active listening

34
Q

these types of questions ask for specific information. Often limit the patient’s answer..

A

closed, aka direct

35
Q

this question or statement asks for general information or states the topic to be discussed, but only in general terms.

A

open ended question

36
Q

what is critical for compassionate, quality patient care?

A

effective communication

37
Q

allows the listener to get additional information by explaining a specific statement or topic

A

clarification

38
Q

putting words to the person’s emotional reaction, which acknowledges the person’s feelings. Also helps to check what the person is feeling instead of just assuming..

A

reflection

39
Q

rewording or rephrasing a statement to check the meaning or interpretation. Also shows you are listening and understanding the speaker.

A

paraphrasing or restating

40
Q

allows the listener to recap and review what was said

A

summarizing

41
Q

allows the listener to get additional information on a certain topic

A

exploring

42
Q

encourages the speaker to continue and conveys you are interested and listening to the message

A

neutral

43
Q

allows time to gather thoughts and answer questions

A

silence

44
Q

age range of trust vs mistrust

A

0-1.5 years (infancy)

45
Q

age range of autonomy vs shame and doubt

A

1.5-3 yr

46
Q

age range of initiative vs guilt

A

3-6 yr (preschool)

47
Q

age range of industry vs inferiority

A

6-12yr (school age)

48
Q

age range of identity vs role confusion

A

12-18yr (adolescence)

49
Q

age range of intimacy vs isolation

A

18-25 (young adult)

50
Q

age range of generativity vs stagnation

A

25-60yr (middle adulthood)

51
Q

age range of ego integrity vs despair

A

60+ (late adulthood)

52
Q

Five stages of grief and dying..

A

denial, anger, bargaining, depression, acceptance

53
Q

Who found that people went through similar stages as they came to terms with dying?

A

Elisabeth Kubler-Ross

54
Q

a defense mechanism where a person ignores or refuses a fact

A

denial

55
Q

when a person may not participate in normal activities and distances themself from others

A

depression

56
Q

when a person comes to terms with something

A

acceptance

57
Q

the limits people use to protect themselves..

A

personal boundaries

58
Q

usually part of the facility’s policies and professional association’s code of ethics

A

professional boundaries

59
Q

these include friendship, intimacy, acceptance in a group, and receiving and giving affection and love

A

love and belongingness needs

60
Q

healthy coping mechanisms that improve our functioning levels and reduce our stress levels

A

adaptive coping mechanisms

61
Q

unhealthy coping mechanisms that reduce the feelings associated with stress for a short time. These do not decrease the actual stressor and can lead to future problems

A

maladaptive coping mechanisms / nonadaptive coping mechanisms

62
Q

provides that all providers who accept federal funds for the healthcare provided must ensure equal access to services

A

civil rights act

63
Q

provides that all healthcare providers must provide free effective communication to patients and companions with disabilities

A

Americans with Disabilities Act (ADA)

64
Q

expands the definition of disabilities previously established.

A

Americans with Disabilities Act Amendments Act (ADAAA)

65
Q
A

MAA (23 decks)

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