Communication

Question 1

List the components of effective communication

Answer 1

A genuine liking for people, a sincere desire to be part of a helping profession. Understanding the
human strength and weaknesses, empathy, ability to view world through others eyes while
remaining true to self. Build trust and rapport.

Question 2

Describe the components of a telecommunication report:

Answer 2

ID of unit, scene description, patient age, sex, weight, chief complaint, HPI, OPQRST, Past medical
history, secondary assessment, findings, treatment, response to patient, Eta hospital

Question 3

List the components of effective verbal communication:

Answer 3

Ask open ended questions, use direct questions PRN, do not use leading questions, ask only one
question at a time, and allow for complete answers. Use appropriate language for patient, try to
allow for minimal interruptions.

Question 4

List the components of patient history:

Answer 4

Chief complaint, history of present illness, past history, current health status, family history,
psychosocial history, review of systems.

Question 5

List factors that contribute to stress in patients, relatives and by standers.

Answer 5

Include loss of something valuable, injury or the threat of injury, poor health or nutrition, general
frustration and ineffective coping mechanisms.

Question 6

List techniques used to maximize the effective communication:

Answer 6

Trust and rapport, professional behaviours, non verbal communication, eye contact, compassionate
touch, open ended questioning, effective listening and feedback.

Question 7

Identify basic communication needs:

Answer 7

Encode – to created a message
Decode – to interpret a message
Feedback – to respond to a message

Question 8

List common items of professional correspondence:

Answer 8

First impressions, patient interviews, end of call/final word

Question 9

Describe non-verbal behaviours:

Answer 9

Gestures, mannerisms, and postures by which a person communicates with others, also called body
language

Question 10

Define active listening:

Answer 10

Requires the listening to feedback what they hear to speaker by a way of restating or paraphrasing
what they have heard in their own words

Question 11

List behaviors that help establish trust:

Answer 11

Use patients name, address patient appropriately, modulate your voice, use professional but
compassionate voice, explain everything, keep a kind expression, use appropriate communication

Question 12

Identify behaviours diffuse hostility:

Answer 12

Don`t seem threatening, avoid confrontation, explain benefits and advantages of cooperation,
observe scene, question bystanders, set limits, establish boundaries, appropriate distance,
appropriate show of force

Question 13

Identify behaviours that provoke hostile behaviours:

Answer 13

Position based discussion that involves someone being right or wrong. Dominant style approaches
when pressured.

Question 14

Define Respect

Answer 14

A feeling of admiring someone or something that is good, valuable, important, etc.
A positive feeling of admiration or deference for a person or other entity (such as a nation or a religion),
and also specific actions and conduct representative of that esteem.
Respect can be a specific feeling of regard for the actual qualities of the one respected. It can also be
conduct in accord with a specific ethic of respect.
Respect can be both given and/or received.
Respect should not be confused with tolerance.

Question 15

Define empathy

Answer 15

Identification with and understanding of another’s situation, feelings, and motives

Question 16

Define compassion

Answer 16

Deep awareness of the suffering of another coupled with the wish to relieve it

Question 17

Define sympathy

Answer 17

A feeling or an expression of pity or sorrow for the distress of another; compassion or commiseration

Question 18

List common coping mechanisms:

Answer 18

Relaxation, talking with friends/family, find source of the problem, aid in finding solution, physical
exercise, drinking alcohol, being aggressive

Question 19

Define confidence

Answer 19

Feeling of assurance; especially self-assurance

Question 20

Define diplomacy

Answer 20

The art of dealing with people in a sensitive and effective way

Question 21

Define tact

Answer 21

Acute sensitivity to what is proper and appropriate in dealing with others, including the ability to speak
or act without offending

Question 22

Define discretion:

Answer 22

The quality of behaving or speaking in such a way as to avoid causing offence or reliving confidential
matter

Question 23

Define conflict;

Answer 23

A serious disagreement or argument, typically a protected one