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IDH_Psych > Communication > Flashcards

Communication Flashcards

1
Q

What is therapeutic communication?

A

Verbal and non-verbal communication between practioner/client - helps client reduce emotional distress, is supportive, educates, gives feedback, brings balance to perspectives.

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2
Q

What are key areas of effective therapeutic communication?

A
  • Empathy
  • Trust
  • Using open-ended questions
  • Silences
  • Self-disclosure
  • Advice giving
  • Reflection
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3
Q

List barriers to practitioner communication:

A
  • Desk in between practitioner/client
  • Windows - behind or side of practitioner - have back to window
  • Unpracticed verbal/non-verbal communication
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4
Q

What is empathy?

A

Understanding a situation from the perspective of someone else (client). Understand the emotions of someone else.

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5
Q

List 4 x techniques of effective listening:

A
  1. Clarification - clarify you understand
  2. Reflection - show’s interest/no judgement
  3. Paraphrasing - allows disclosure/builds trust/client hears own story
  4. Summarising - draws conclusions/encapsulates main ideas/issuers, outlines client perspectives
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6
Q

List 6 x barriers to effective communication:

A
  1. Variation of cultural norms i.e. personal space/gestures
  2. Language barriers
  3. Assumption of sexual orientation/gender roles i.e. do you have a girlfriend (asked to boy)
  4. Gender stereotypes - problematic
  5. Religion/spirituality - be impartial
  6. Social class - be aware of class bias
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7
Q

List 6 x barriers to effective communication:

A
  1. Variation of cultural norms i.e. personal space/gestures, beliefs, values, nonverbal cues
  2. Language barriers
  3. Assumption of sexual orientation/gender roles i.e. do you have a girlfriend (asked to boy)
  4. Gender differences/stereotypes - problematic
  5. Religion/spirituality - be impartial
  6. Social class - be aware of class bias
  7. Role uncertainty by client
  8. Sensory overload
  9. Tone/pitch/volume
  10. Word choice - pitch to client
  11. Physical appearance - be aware of biases
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8
Q

Describe optimal non-verbal behaviour by clinician:

A 
Sit squarely, open
Lean towards client slightly
Smile
Use appropriate eye contact (4-5 sec duration at a time)
Relax body
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9
Q

Therapeutic communication should be?

A

Professional
Patient-centred
Goal directed
Scientifically based

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10
Q

Communication mistakes to avoid:

A
  1. Why questions - criticism/defensive response
  2. Value judgements - client feels bad/disengages
  3. Minimising patient feelings - no empathy
  4. False assurance - belittles patient - I know how you feel
  5. Too many questions - confusion
  6. Disapproving/disagreeing - defensive response
    7, Premature advice - assumption practitioner all knowing
  7. Approval/agreeing - judgement (good, therefore change = bad)
  8. Changing subject - disinterest
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11
Q

How to communicate therapeutically:

A
  • Recognition to patient
  • Broad openings - anything you’d like to discuss
  • Offer lead - mm, ok, go on…
  • Client to suggest plan
  • Client describe what they are experiencing* How does that make you feel - client to evaluate
  • Paraphrasing/reflecting back/re-stating
  • Suggesting collaboration
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12
Q

What does communication include:

A 
words
gestures
expressions
tone
body language
eye contact
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13
Q

Communication is a method of passing on what?

A

Information

Meaning/context

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14
Q

What are important communciation skills?

A 
Open-ended enquiry
Active listening
Reflective practice
Empathy
Caring behaviours
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15
Q

What are the elements of effective communication?

A

Tone, pitch volume, speed

Non-verbal communciation

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16
Q

What does proxemics mean?

A

It’s the amount of personal space people need.

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17
Q

Which factors affect communication?

A

Perceptions/interpretation impacted by:

  • ethnic background
  • level of education
  • socioeconomic factors
  • age
  • life experience

Other factors:

  • time of day
  • mental health
  • current life events
18
Q

What are the four levels of communication?

A
  1. Intrapersonal (self)
  2. Interpersonal - two people
  3. Small group discussion (more than one other)
  4. Organisational communication
19
Q

What is the three-step framework for active listening?

A
  1. Restatement - re-state
  2. Reflection - reflect back
  3. Clarification - can do this, or can do that - client chooses
20
Q

Name two active listening questions:

A
  1. What are the priorities?

2. What would most benefit the client?

21
Q

Where are anger, fear, and sadness seen in?

A

eyes

22
Q

Where are happiness and disgust seen?

A

mouth

23
Q

With proxemics, what are the four space zones?

A

Intimate
Personal
Social
Public

24
Q

Name the three types of touch in the clinical setting:

A
  1. Procedural/instrumental - moving clinet/drawing blood
  2. Expressive/caring - hand shoulder
  3. Therapeutic - massage/physio work
25
Q

What are the physiological responses when catecholamines are released in response to laughter?

A
  • Increased alertness
  • Increased problem solving
  • dilated blood vessels
  • Increased heart rate
  • Increased HDL (good) cholesterol
  • Reduced risk of heart disease
  • Increased O2 in lungs
  • Reduced CO2 in lungs
  • Reduced mention in muscles
  • Reduced stress hormones
26
Q

Name four types of conflict:

A
  1. Personal conflict - internal conflict / interrole conflict
  2. Interpersonal conflict - between two people or more
  3. Intragroup conflict - issues between members of group
  4. Intergroup conflict - issues between groups - depts/organisations
27
Q

What are 4 factors that influence conflict outcomes?

A
  1. The issue
  2. Cooperation by parties
  3. Power position of parties
  4. Communication skills of those involved
28
Q

When may conflict resolution be hard?

A

When there is a principle involved.

29
Q

List 6 x strategies used to manage conflict:

A
  1. avoidance - dodge conflict/passive-positive if angry/let go minor conflicts
  2. accommodation - good short-term, long-term = frustration - maintain harmony
  3. competition - aggressive method red. conflict - power driven
  4. compromise - 1/2 between accomm/competition
  5. collaboration (preferred option!) - win win solutions - mutual goals, problem solving, strong relationships
  6. Mediation - neutral party req. when resolution unsuccessful
    Evaluate conflict to decide best resolution tool.
30
Q

What are the three T’s in Treatment?

A
  1. Theory - scientific base
  2. Technique - how to tools
  3. Therapeutic alliance - apply theory/technique
31
Q

What is the purpose of a biomedical interview?

A

Identify disease/dysfunction and determine req. medical intervention (2 x F’s - find it, fix it)

32
Q

Describe common steps to biomedical interviews:

A

Medical history
Open-ended questions
Closed-ended questions - fine-tune info rec.
Doc prompts description of symptoms

33
Q

List problems with biomedical interviews:

A
  • clinician interruption
  • diagnostic info withheld client
  • assumptions - 1st wave info
  • social history not included - just biomedical info
34
Q

What are the positive results of client-centered interviews?

A
  • Positive outcomes
  • Gained trust
  • Improved adherence
  • Increased personal empowerment
  • improved client satisfaction
  • strong rapport client/clinician
35
Q

What is the main way clinicians learn about clients with client-centered interviews?

A

Client’s storytelling

36
Q

How do you avoid ‘doorknob’ discussions during client-centered interviews?

A

Ask - is there anything else you’d like to discuss.

Set aside time for this.

37
Q

According to arther Kleinman, what is the explanatory model and why is it essential to client-centered interviews?

A

Belief systems used to understand an individual’s health. Gives clinician insight into client perceptions of health/issues. Gives context.
Q to client - what do you think is wrong?

38
Q

What is Boyle’s recommended sequence for client-centered interviews?

A

Invite - I’m interested in knowing something about you - ‘see’ client - what brings you here today?
Listen - attentive listening - process, reflect, ask open-ended questions
Summarise in statements. Closed-ended questions to clarify info as req.

39
Q

With the Yale approach to communication/persuasion, what is the breakdown of communication?

A
  1. Who - source (communicator)
  2. What - the message
  3. Whom - audience
40
Q

According to the Yale approach to communication/persuasion, what are the 4 steps to persuasion?

A
  1. Attention = audience
  2. Comprehension
  3. Acceptance
  4. Retention
41
Q

According to the Yale approach to communication/persuasion, what are factors about the communicator that increase the persuasion of the message?

A
  • more greatly influenced by those we know/attracted to
  • If communicator is an expert - skills to persuade
  • Communicator holds power open to us - more influential
42
Q

Why does who the communicator is, affect the receipt of the message?

A
  • more likable/similar - more open to message
  • if more believable - more persuasive
  • the closer ideas are to existing ideas, more likely to adopt
  • timing affects acceptance of info

IDH_Psych (10 decks)

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