Communication and Customer Service Flashcards
What is therapeutic communication?
Displaying empathy, rephrasing, asking questions, remaining quiet and pausing to allow a message to be conveyed, and summarizing the received message
What is active listening?
Engaging with the sender regarding the message and the intended interpretation (e.g., focus solely on the conversation, do not interrupt, confirm the message speaker has said, be respectful and professional).
What are the key characteristics of assertive communication, considered the ideal style in healthcare?
Firm and direct style with proper eye contact, positive body language, and a respectful volume of voice.
How might someone using a passive communication style present themselves, and how should you typically respond?
Quiet, soft voice with hesitancy; respond with a more assertive approach.
What are some traits of aggressive communication, and what is the recommended way to respond?
Abrasive words and body language, minimal personal space, loud and fast gestures; respond calmly and avoid matching their aggression.
Why is manipulative communication generally ineffective, and what can it feel like to the receiver?
It lacks genuineness, can be one-sided with ulterior motives, and can feel patronizing.
How do visual communicators prefer to receive information, and what are some common characteristics of their communication style?
Prefer seeing information in writing and using pictures; tend to move their hands and use facial expressions, with body language often conveying more than words.
What is the primary skill that auditory communicators rely on when understanding a message?
Listening.
What type of learning do kinesthetic communicators primarily focus on?
Hands-on learning.
What types of information should a healthcare professional avoid sharing with a patient to maintain appropriate boundaries and respect privacy?
Personal information, personal experiences, peer experiences, or other patient experiences.
When a patient expresses frustration, what is a crucial perspective to maintain regarding their words?
Remember that a frustrated patient’s words are usually not personal attacks.
What are some key strategies to employ when communicating with patients who have hearing loss, visual impairments, cognitive impairments, or are of different age groups?
Speak clearly while facing hearing-impaired patients; provide larger print for visually impaired patients; always ask if they have questions or need clarification; use age-appropriate language for all patients, adjusting complexity for cognitive impairments.
What are three important pieces of information a healthcare professional should ask for when addressing patients and other medical professionals to ensure respectful communication?
Their preferred name, preferred title, and what pronouns they use.
When a healthcare service requires considerations based on sex characteristics, what is the recommended first step, and when is it appropriate to ask the patient directly?
Refer to the patient’s chart first. If clarification is still needed after reviewing the chart, it is appropriate to ask the patient directly.
What is the general guideline to follow when assisting patients with their needs and abilities?
It’s better to ask the patient how they would prefer to be assisted rather than making assumptions
What is the important of words matching the actions?
Nonverbal communication should be used to support a message being given and should not contradict the intended message. Body language and nonverbal communication can be just as important as the words being spoken in avoiding miscommunication.
What is the importance of effectively communicating with the health care team?
A good rapport built on trust and teamwork positively contributes toward ensuring great quality of care is provided to the patient by the health care team.
What should be done to minimize stereotypes of bias in communications?
Gaining a greater understanding of the diversity of people helps to decrease stereotypes and biases and includes respect and professionalism in all communication with all people. Building a rapport and relationship with the patient will be conducive to creating a safe and comfortable atmosphere where they feel free to talk.
What is a benefit of psychosocial care?
When provided effectively, it improves patients’ overall health and quality of life.
According to the Five Ps of Telephone Etiquette, what are important aspects of being “Polite” and “Prepared” when answering the phone?
Polite: Use a soft tone.
Prepared: Have all the relevant details (names, numbers, dates) readily available.
According to the Five Ps of Telephone Etiquette, why is it important to be “to the Point” and “Perceptive” during a phone call, and what does being “Cooperative” entail?
to the Point: Avoid unnecessary rambling.
Perceptive: Don’t waste the caller’s time with irrelevant topics.
Cooperative: Provide the requested information or, if unable, direct the caller to someone who can help or promise a follow-up call with the information.
What are the key principles for effective communication within the healthcare team, and why is thorough documentation of all communication essential?
Communication should be professional, respectful, open, and honest, with the common goal of quality patient care. Thorough documentation (date, time, persons involved, details) protects both the patient and healthcare professionals by creating a record of events.
When faced with an upset or frustrated patient, what are some crucial strategies for a medical assistant to employ to maintain professionalism and de-escalate the situation?
Maintain composure, avoid matching negative energy or becoming defensive, focus on providing quality care, build trust and professionalism, and use “I” statements instead of “You” statements.
What are some proactive measures and communication techniques that can help to de-escalate potentially challenging situations with both patients and the healthcare team, and when might it be necessary to involve a supervisor?
Proactive measures include removing communication barriers (language, boundaries, cultural differences, judgments). Techniques include open communication, allowing venting, active listening, and maintaining professionalism and respect. A supervisor may be needed when conflict arises within the team or when attempts at resolution with a patient are unsuccessful.
