Chapter Two Flashcards
The act of sticking to something
adherence
Having a deep awareness of the suffering of another and the wish to ease it
compassion
Unconscious mental processes that protect people from anxiety, loss, conflict or shame.
Defense Mechanisms
The differences and similarities in identity, perspective and points of view among people.
Diversity
The ability to understand another’s perspective, experiences, or motivations
Empathy
A type of communication that occurs through body language and expressive behaviors rather than with verbal or written words.
Nonverbal Communication
behavioral and psychological strategies used to deal with or minimize stressful events
coping mechanisms
having a composed and self-assured manner; feeling confident, being patient, and maintaining good posture. (Standing and sitting up straight)
poised
a relationship of harmony and accord between the patient and the healthcare professional
rapport
to show consideration or appreciation for another person; to feel or show differential regard for
respect
Five types of diversity that a medical assistant should be aware of…
nationality, race, culture, ethnicity, social factors
pertains to the country where the person was born and holds citizenship.
nationality
relates to a group of people who have the same physical characteristics, such as skin color.
race
includes the generational customs, norms, values and beliefs held by a group of people.
culture
relates to a common ancestry, culture, religion, traditions, nationality and language shared by a group of people.
ethnicity
all the ways a person is different from others. (Lifestyle, religion, tastes and preferences)
social factors
the exchange of information, feelings and thoughts between tow or more people using spoken words or other methods
communication
a process of communicating with patients and family members in healthcare
therapeutic communication
relate to how we deliver our verbal message
communication delivery factors
the space between one person and another; also considered to be part of nonverbal communication
spatial distance
0-1.5 feet
intimate or personal space
1.5 - 4 feet
casual personal space
4 - 12 feet
social-business space
a distance greater than 12 feet
public space
can be defined as words used either orally or in written form
verbal communication
a way to describe the sender-receiver process.
the communication cycle
COMMUNICATION CYCLE IN ORDER:
1.
2.
3.
4.
- sender creates the message
- receiver decodes the message
- receiver creates feedback
- sender decodes feedback
a type of verbal communication in which we create written messages for the receiver
written communication
written communication includes the following types: 1.
2.
3.
- written messages
- letters and emails
- online information and media
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.
oral communciation
list the 5 main styles of communication..
passive, aggressive, passive-aggressive, manipulative, assertive
the most important therapeutic communication technique.
active listening
means we fully concentrate on what the speaker is saying and how it is said.
active listening
these types of questions ask for specific information. Often limit the patient’s answer..
closed, aka direct
this question or statement asks for general information or states the topic to be discussed, but only in general terms.
open ended question
what is critical for compassionate, quality patient care?
effective communication
allows the listener to get additional information by explaining a specific statement or topic
clarification
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..
reflection
rewording or rephrasing a statement to check the meaning or interpretation. Also shows you are listening and understanding the speaker.
paraphrasing or restating
allows the listener to recap and review what was said
summarizing
allows the listener to get additional information on a certain topic
exploring
encourages the speaker to continue and conveys you are interested and listening to the message
neutral
allows time to gather thoughts and answer questions
silence
age range of trust vs mistrust
0-1.5 years (infancy)
age range of autonomy vs shame and doubt
1.5-3 yr
age range of initiative vs guilt
3-6 yr (preschool)
age range of industry vs inferiority
6-12yr (school age)
age range of identity vs role confusion
12-18yr (adolescence)
age range of intimacy vs isolation
18-25 (young adult)
age range of generativity vs stagnation
25-60yr (middle adulthood)
age range of ego integrity vs despair
60+ (late adulthood)
Five stages of grief and dying..
denial, anger, bargaining, depression, acceptance
Who found that people went through similar stages as they came to terms with dying?
Elisabeth Kubler-Ross
a defense mechanism where a person ignores or refuses a fact
denial
when a person may not participate in normal activities and distances themself from others
depression
when a person comes to terms with something
acceptance
the limits people use to protect themselves..
personal boundaries
usually part of the facility’s policies and professional association’s code of ethics
professional boundaries
these include friendship, intimacy, acceptance in a group, and receiving and giving affection and love
love and belongingness needs
healthy coping mechanisms that improve our functioning levels and reduce our stress levels
adaptive coping mechanisms
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
maladaptive coping mechanisms / nonadaptive coping mechanisms
provides that all providers who accept federal funds for the healthcare provided must ensure equal access to services
civil rights act
provides that all healthcare providers must provide free effective communication to patients and companions with disabilities
Americans with Disabilities Act (ADA)
expands the definition of disabilities previously established.
Americans with Disabilities Act Amendments Act (ADAAA)
