Communication and customer service module Flashcards
1
Q
communication
A
- the process of exchanging information via verbal or nonverbal methods
2
Q
professionalism
A
- expected conduct, behaviors, and characteristics of those in a particular profession
3
Q
feedback
A
- information given in response to an action to reinforce or improve the behavior
4
Q
nonverbal communication
A
- forms of communication that do not involve the use of speech
5
Q
verbal communication
A
- the use of spoken words to convey information
6
Q
analytical communicator
A
- prefers to work with real numbers, facts, and data, and places very little emphasis on feelings or emotions
7
Q
intuitive communicator
A
- prefers to look at the big picture
- sometimes can result in more questions than answers if too broad of an approach is used
8
Q
functional communicator
A
- prefers organized approach to work with timelines and detailed plans
- uses a step-by-step method to solve problems and communicate information
- can be effective if patient does not become too overwhelmed with details
9
Q
personal communicator
A
- uses emotional language and connections
- cares about what people think and feel in response to the information given
- often good listeners and have the ability to resolve conflict fairly easily
10
Q
display professionalism
A
- details such as physical appearance, eye contact, displaying an understanding and knowledge of the situation enhances confidence of the patient with the provided care
11
Q
using skilled interviewing techniques
A
- ask patients a variety of open- and closed-ended questions that encourage them to explain more about their health and daily behaviors
12
Q
closed-ended questions
A
- questions that have a limited number of possible responses
- they are questions answered with yes/no or a multiple choice answer
- can provide clear and concise information
- used to identify specific information
- “does it hurt when you take a breath?” or “what day did the pain begin?”
13
Q
provide empathy
A
- avoid jumping to conclusions or passing judgment by being empathetic and providing encouragement
14
Q
practice collaboration
A
- patients are more likely to positively respond to recommendations and questions in collaborative settings
- when the patient is part of the health care team, communication is more effective and overall care improves
15
Q
embrace technology
A
- take care not to overwhelm the patient
- select no more than three communication channels
- if a patient is only comfortable with one method, it is best to provide communication via that preferred method
16
Q
open-ended questions
A
- can provide qualitative and quantitative information
- often used at the beginning of the interview to determine the reason for the visit
- “what brings you to the office today?” or “what types of concerns do you have to share with the provider today?”
- allow patients to use their own words to describe what they hope to discuss or determine with the visit
17
Q
leading questions
A
- phrased in a manner that tends to suggest the desired answer
- avoid these types of questions because they risk the possibility of coercing the patient into a desired response?
18
Q
active listening
A
- the act of being actively engaged while listening to another person share information to increase comprehension of the delivered information
- mindfully hearing and attempting to comprehend the meaning of spoken words
- can involve making sounds that indicate attentiveness, as well as giving feedback in the form of a paraphrased rendition of what has been said
- smile, eye contact, erect posture, attention
19
Q
include the patient in the process
A
- asking patients about their expectations provides a channel for an honest dialogue that moves beyond the caregiver giving instructions to an inclusive approach that includes the patient’s preferences
- best way to know those preferences is to ask
20
Q
practice active listening
A
- providers and other members of the health care team must be willing to see and value input from patients and family members
- learning to listen to and trust patients and family members can require a significant adjustment for all those involved
21
Q
communicate effectively
A
- two-way street
- not only how one conveys a message, it is also how one listens to gain the full meaning of what is being said
- especially important when obtaining patient histories
22
Q
positive reinforcement
A
- rewarding of a desirable behavior
- can produce new behaviors and open communication
- aids the growth, success, and overall well-being of a person
- consistency with this reinforcement is of the utmost importance
- inconsistencies can be counterproductive, leading to confusion and indecisiveness about acceptable behavior in the future
23
Q
telecommunication
A
- using of technology to exchange information
24
Q
internal communication
A
- sharing information within a business or organization
- includes face-to-face conversation, telephone calls, interoffice mail, paging, faxing, closed-circuit television, and email
25
Q
external communication
A
- sharing information between a business or organization and an outside entity
- important that all formats, grammer, and spelling is accurate
- includes face-to-face communication, print media, broadcast media, and electronic communication
- external communication is a representation of the medical practice and must be professional and appropriate
26
Q
business letter format
A
- heading: the letterhead and dateline (month fully spelled out, day, and year; January 14, 2023)
- opening: the recipient’s address and saluation
- body: the content and information to be communicated
- closing: complimentary closing and signature
27
Q
techniques for working with angry patients
A
- remain calm
- use active listening
- use therapeutic communication
- display empathy and apologize
- offer a solution
28
Q
denial
A
- an individual refused to accept what is being communicated
- can be considered healthy in early stages
- eventually the patient will learn to recognize the news as reality and then begin to cope and deal with it appropriately
- effective communication is not successful until the patient has begun to accept the information
29
Q
regression
A
- a patient reverting to a previous action or time in their life where they felt more secure
- often seen in children who have recently had a traumatic experience or a change in situation
- unconscious defense mechanism that medical assistants should be aware of to assist in education caregivers
30
Q
projection and displacement
A
- used to protect the ego by placing blame on something or someone and displaying verbal or physical actions aimed at releasing the anger
- patient project guilt they feel for not following through with recommended testing onto the health care professional who diagnosed said patient with a life-threatening disease
- patient then experiences displacement if they go home and yell at a loved on to release frustration and anger
31
Q
repression
A
- used to protect individual from remembering devastating events
- do not inform the patient of reality; this should be addressed carefully with a psychologist or psychiatrist
- not to be confused with PTSD
- patient haas repressed the memory and it is not obvious or known to them
32
Q
sublimation
A
- displayed when an individual uses a socially acceptable and constructive substitute for an unacceptable action related to an impulse
- as a means of coping with a breast cancer diagnosis after putting off a mammogram, the patient becomes a spokesperson for early breast cancer detection
- use good active listening skills to detect this type of defense mechanism
33
Q
consider safety first
A
- the patient needs to feel comfortable and secure to trust the health care team and engage openly in conversation
34
Q
demonstrate empathy, not sympathy
A
- consider what others might be experiencing, but displays of sympahty are nonproductive
35
Q
stick with the facts
A
- it is easy to divert away from the primary conversation and begin to develop personal opinions
- stick to the facts and remain objective to ensure comprehension of the material being presented
36
Q
watch words and actions
A
- using sarcasm and humor, or displaying negative body language is not appropriate during crucial conversations
- approach conversations with purpose and appropriate dialogue to maximize the level of communication
37
Q
use active listening
A
- this skill demonstrates concern and interest in what is being communicated
