Communication

Question 0

Aggressive styles

Answer 0

Aggressive people use their power, position and language to get what they want
Their style is to dominate a relationship
They will breech another persons boundaries
Once they have been successful they will continue this style
Wants to be in control

Question 1

Assertiveness

Answer 1

Standing up for your right and not being taken advantage of is being assertive.
It is communicating information and your needs clearly while respecting your rights and feelings and the rights and feelings of others.
Assertion is an honest and appropriate expression of one’s feelings, opinions and needs

Question 2

Passive styles

Answer 2

Avoids conflict,and disagreements
Will back down or apologize
Has trouble saying no to others requests
Has difficulty maintains boundaries 
Wants to be accepted and likes

Question 3

Why are people passive?

Answer 3

Gender, culture, family of orgin, hooked on helping

Question 4

Interpersonal styles assertive

Answer 4

Uses effective communication, eye contact firm and firm voice to express needs and thoughts
Respects others rights while being firm about own rights
Has good boundaries
Wants to get the job done cooperatively

Question 5

Assertive techniques

Answer 5

The I statement ( when you… I feel…)
Broken record- (repeat your need/ opinion when met with aggression)
Fogging- ( find some common ground to agree with then use broken record)
Professional detachment

Question 6

Assertive techniques

Answer 6

Stay focused on the issue
Do not smile when you are angry
Do not say yes when you mean no
Do not apologize if you haven’t done anything to be sorry for

Question 7

It is also HOW you do it

Answer 7

Be confident
Don’t apologize
Speak calmly in a normal tone of voice
Body language is important: stand with both feet on the ground

Question 8

Sbar

Answer 8

Situation
Background
Assessment
Recommendation

Question 9

Sbar provides answers to 3 important question

Answer 9

What is the problem
What do you need me to do
When do I have to respond

Question 10

Have all the patients info available before you contact physician

Answer 10

Most importantly- most recent vital signs

Question 11

S-situation

Answer 11

What is the situation you are calling about?
Identify self, agency, and patient name
What is going on with the patient that is a cause for concern. A concise statement of the problem.

Question 12

B-Background

Answer 12

What is the clinical background information that is pertinent to the situation
Admitting diagnosis, and date of admission
List of current medications, allergies, IV fluids, etc
Most recent vital signs
Lab results
Medical history
Recent clinical finding
Advance directive

Question 13

AAssessment

Answer 13

Share the results of your clinical assessment
What are the clinicians findings?
What is the analysis and consideration of options?
Is this problem sever or life threatening?

Question 14

R-Recommendation

Answer 14

What do you want to happen and by when
What action/ recommendation is needed to correct the problem
What solution can you offer the physician
In what time frame do you expect this action to take place?

Question 15

Summary on sbar

Answer 15

Sbar provides a method of clearly communicating the pertinent info from a clinical encounter

Question 16

Benefits of compliments

Answer 16

Others enjoy hearing sincere, positive expressions about how you feel about them
Expressing compliments may deepen/ strengthen relationships
When individuals are complimented, they are less likely to feel taken for granted and/or not appreciated.
When expressing negative feelings it is usually less emotional if a relationship already exists, because the individual has received positive compliments from you in the past.

Question 17

TC communication teqniques

Answer 17

Would it be ok if I sat down? Offering self

How do you feel today? Open ended question, broad opening

If I am hearing you right, it sounds like you are frustrated with some of the staff? Seeking clarification

Tell me more about that. Exploring

Question 18

TC teqniques

Answer 18

Yes, I know you are experiencing some numbness and tingling in your legs, is that right? General lead to discuss paralysis

I can hear that you are really upset, have you thought about hurting yourself? Seeking clarification

Tell me more about this feeling shame so I can understand better. Encouraging evaluation

Question 19

TC techniques

Answer 19

If I am hearing you right, you are feeling nervous about when your family comes in to see you? Seeking clarification and summarizing

Do you think you are a drunk? Verbalizing the implied

Yes, I believe that it makes you feel good,must correct me if I a wrong, it does not sound like you are feeling good right now. presenting reality

If you don’t want to be a drunk like your dad, what will you have to do about it? Encouraging formulation of a plan of action.