Communication and Psychology Flashcards
What should MAs master for communication?
- recognize human behaviors
- communicate effectively (professionally and diplomatically)
- recognize obstacles that affect communication
What is the communication cycle?
- starts with a message from the sender
- ends within a response from receiver
- oral, written, non-verbal communication
What is effective communication?
when both the sender and receiver assign similar meanings to the conveyed message
What is the MA responsible for in communicatioN?
- interacting with patients and families
- providing information
- making sure the patient understands the information
- receiving information from the patient
What is feedback?
verbal or nonverbal evidence of understanding of the message
- verbal or nonverbal
- verification of understanding
What is noise?
anything that blocks the message between the source and destination
- can’t always be avoided or eliminated but can be controlled/reduced
How can we communicate effectively?
understand the developmental stages of Maslow’s Hierarchy of Human Needs
What are examples of physiological needs?
food, air, water, shelter, clothing, sleep
What are examples of safety/security needs?
personal security, employment, resources, health, property
What are examples of love/belonging needs?
friendship, intimacy, family
What are examples of esteem needs?
respect, self-esteem, status, recognition, freedom
What are examples of self actualization?
desire to become the most one can be
Who discovered the five stages of grief? What are they?
Elisabeth Kubler-Ross
- denial
- anger
- bargaining
- depression
- acceptance
What is denial?
- can’t believe the loss
- deny existence of illness
- refuse to discuss interventions
What is anger?
aims feelings of hostility at others
What is bargaining?
attempts to avoid loss by making deals
What is depression?
- person feels sad, lonely, helpless
- self blame
- withdraw from others
What is acceptance?
- coming to terms with loss
- plans for future
- makes arrangement
- reaches out to family and friends
What are some examples of positive verbal communication?
- being friendly, warm, attentive
- verbalizing concern for patients
- encouraging patients to ask questions
What are examples of negative communication?
- mumbling
- avoiding eye contact
- rushing through explanations or instructions
What type of body language is facial expression?
- super expressive
- feedback
What does open posture represent?
demonstrates receptiveness, friendliness, interest
- arms at the sides or in the lap, facing the other person, leaning forward in your chair
What does closed posture represent?
negative effect on communication
- arms folded across chest, leaning back in the chair, turning away to avoid eye contact, slouching
- conveys anger
What is passive listening?
- hearing what someone has to say without the replying
- one way communication
What is active listening?
- two-way communication that involves responses and feedback
- actively involved
