Communication Flashcards
Why is good communication skills so important for healthcare workers?
- Patient perception
- Protection from potential legal issues
- Aids in positioning
- Relationships with coworkers
Define communication:
The exchange of information, thoughts and feelings
Define theraputic communication:
The face-to-face interaction with a patient that focuses on advancing their physical and emotional well being
What is it considered when you don’t follow the SOP?
Professional misconduct
What factors does sucessful communication require?
-Speaking
-Listening
-Observing
-Writing/typing
-Open mind
-Self-knowledge
What are the 3 communication methods?
- Verbal
- Written
- Non verbal
Is humour and slang appropriate at work?
Depends on the patient, it can help build trust
What are 2 communication tips to aid in verbal communication as an MRT?
- Try to be concise and avoid any misunderstandings
- Avoid using too many medical terms
What is the key concept of paralanguage?
It is nto what you say, but how you say it
What are the factors that play a role in paralanguage?
- Rate
- Volume
- Inflection
- Tone
- Pitch
- Vocal patterns
What are 2 communication tips to aid in listening as an MRT?
- Listen in a theraputic mannor
- Use silence effectively
Why is using silence effectively so beneficial when working as an MRT?
- It allows the patient time to arrang ethier thoughts
- Lets the patient know you are waiting for them to say something
What is the most common means of communication between professionals?
Emails
What is one downside of using writting as a form of communication?
There is no tone
What is non verbal communication?
All stimuli other than spoken words
What are the 5 nonverbal communication factors that can influence a patients perception of you as an MRT?
- Facial expressions
- Body motions
- Eye contact
- Touching
- Distance
What are 3 communication tips that aid in nonverbal communication, specificially with facial expresssions?
- Maintain an interested expression while listening
- Try to appear friendly
- Watch for confused expressions
What are 2 communication tips that aid in nonverbal communication, specificially with body motion?
- Demonstrate positions
- Emphazise important parts of speech
What is one communication tip that aids in nonverbal communication, specificially when it comes to touching the patient?
Talk before you touch
What is one communication tip that aids in nonverbal communication, specificially when it comes to distance from the patient?
Avoid physical barriers
What are the open body stances?
- Arms/legs open
- Feet pointing towards the person
- Looking at person
- Relaxed clothing
What are the closed body stances?
- Arms/legs crossed
- Looking away from the person
- Facing away from the person
What are the 8 barriers to communication?
- Rapid speech
- Language barriers
- Distracting enviroments
- Being defensive
- Judgmental statements
- False reassurances
- Disagreeing
- Changing the subject
Why should we not give outpatients a definite time that you will be with them? What should you tell them instead?
-Because we don’t know what’s going to happen
-Tell them that you will get them in as soon as you can
What does NOD stand for?
Name, occupation, duty
Why is having a patients history necessary?
It validates the exam
What are 4 tips that aid in taking a patients history?
- Have a private enviorment
- Try and build rapport
- Make observations
- Make sure to use porper terminology while recording history
What are some good questions to ask the patient when taking a history?
- Localization of the problem
- Chronology/onset
- Quality (pain, range of motion)
- Aggravating or alleviating factors
- Associated manifestations
When assessing a patient, what signs should we look for?
- Look for signs of stress, anxiety, fear
- Look for signs of aggression
What is the most common form of sexual abuse of patients?
Remarks of a sexual nature
What may aid in communcation with a patient that has language barriers
Diagrams, charts, and demonstrations
Know when to call an interpreter
How would you deal with an unconscious patient in the x-ray department?
-Talk to a substitute decision maker
-Treat them like they are awake
-Talk every once and a while
-Look for band that has all of the information
-Be professional/treat them with respect
What are the 2 types of feedback?
- Directive
- Facilitative
What are the pros of directive feedback?
- Good for getting things done quickly
- Helpful for gaining root knowledge
What is one benefit of facilitative feedback?
Reinforces knowledge
What are 3 communication tips when recieving feedback?
- Always be open to beedback on both your work and your communication
- Understand and accept
- Personally reflect on procedures and interactions afterwards
What are 5 communication tips when giving feedback?
- Keep it constructive
- Focus on specific tasks, not the person
- Realize that different people require different approaches
- Follow-up
- Practise what you preach
Read Roudolph’s paper on non-judgmental debriefing
PDF on FOL
What are the 2 types of reflection?
Reflection-on-action vs. reflection-in-action
When does reflection on action take place?
Relfection done afterwards
When does reflection in action take place?
Done during the task and changing based off of your reflection
T/F
Non-assertive communication is the best way to communicate with an indvidual
False
What are the charecteristics of non-assertive communication?
-Passive behaviour
-Not expressing one’s feelings, needs, emotions, or ideas
Why is non-assertive communication a bad thing?
It often allow others to infringe upon one’s personal rights
What is assertive communication?
-Expressing one’s feelings, needs, emotions, or ideas in a way that doesn’t infringe upon the rights of others (Direct and honest expression)
What is agressive communication?
-Expressing one’s feelings, needs, emotions, or ideas in a way that infringes upon the rights of others (Direct and hostile)
Define conflict:
An opposition of people, ideas, wishes, or demands
Can conflict be positive?
-Yes, can lead to change, reflection, and new solutions and data
T/F
Conflict is unavoidable in a large workplace
True
What is conflict ussually a result of?
Usually due to a breakdown in communication
When is conflict with a patient more likely as a result of the patients behaviour?
- When the patient intoxicated, fatigued, confused, or restrained
- When the patient has an altered cognitive status, history of aggression, addiction, or difficulty communicating
When is conflict with patients more likely as a result of an MRT’s behaviour?
-When the MRT judges or disrespects the patient or their values
-Does not listen to the patient or their family
-Uses threatening tones or body language
How can an MRT prevent conflict as a result of a patients behaviour?
- Maintain open body language and actively listen to the patient
- Address their concerns
- Anticipate any aggression
How can an MRT manage conflict as a result of a patients behaviour?
- Remain calm
- Avoid arguing or criticizing
- State that abusive language will not be permitted
- Remove yourself/them
- Document
How should an MRT deescalate hostility?
- Do not attempt to handle the situation alone
- Be firm, but understanding
- Do not let a combative individual get between you and the exit
- Review hospital/department policies/procedures
What are the common causes of conflict with coworkers?
- Lack of communication
- Interdependence
- Differences in style/personality
- Change in the workplace
- Job insecurity or competition
- Stressful environment
What are the ways to prevent conflict with coworkers?
- Departmental policies and education
- Proper staffing levels
- Don’t bring your personal problems to work
- Try and understand others’ motivations/reasoning
What are the 2 main consequences of conflict
- Affects personal life
- Affects the workplace
What are the personal cosequences of conflict with coworkers?
- Increased frustration/anxiety
- Strained relationships
- Loss of sleep
What are the consquences in the workplace due to conflict with coworkers?
- Unhealthy competition
- Withholding of information
- Low morale
- Low productivity
- High turnover
How do you deal with conflict resolution with a coworker?
- Set a planned time to discuss the issue
- State what the issue is, and why you find it to be an issue
- Allow the other person an opportunity to voice their views
- Try to come up with a mutually beneficial solution
- DOCUMENT
When should managment be involved in conflict resolution between coworkers?
If no solution can be found
T/F?
When going to managment to mediate conflict resolution between coworkers, you should let the collague know first.
True
