Communication & Attending Behaviours Flashcards
1
Q
Conveying Communication
A
- Verbally
- Nonverbally
- Concretely
- Symbolically
2
Q
Non-Verbal Components
A
- 7% words
- 55% body movements
- 38% voice tone, modulation, pauses
3
Q
Non-Verbal Functions
A
- Contradicting
- Emphasizing
- Regulating
- Complementing
- Substituting
4
Q
Attending Behaviour Components
A
- Posture
- Eye contact
- Facial expression
5
Q
Effective Attending
A
- Communicates interests
- Desire to understand
- Inviting trust
6
Q
Ineffective Attending
A
Decrease likelihood of developing helping relationship
7
Q
Attending Behaviours Definition
A
- Outward physical manifestation
- Readiness to listen
8
Q
Active Listening
A
- Dynamic, interactive process
- Hear message & decode meaning
- Provides feedback of understanding
9
Q
Components of Listening
A
- Empathy
- Silence
- Attention to verbal & non-verbal cues
- Non-judgemental & accepting
- Open body language
- Observation
10
Q
Silence
A
- Effective listening tool
- Reflection
- Appropriate response
- Draw attention to important points
- Last 10-15 seconds
11
Q
Barriers to Active Listening
A
- External interferences
- Internal interferences
12
Q
External Interferences
A
Outside people in conversation
13
Q
Internal Interferences
A
Within individual participating in conversation
14
Q
Non-Verbal Skills
A
- S sit at angle
- U uncross arms & legs
- R relax
- E eye contact
- T touch
- Y your intuition
15
Q
Negative Listening
A
- Not hearing what is being said
- Providing answers without the question
- Finishing sentences
- Making I statements rather than posing ‘you’ questions
16
Q
Listening Responses
A
- Clarification
- Restatement
- Paraphrasing
- Reflection
- Summarization
17
Q
Clarification
A
- Seeks to understand
- Asking for more information/elaboration
18
Q
Restatement
A
- Further clarify
- Broaden perspective
- Focus on specific part
19
Q
Paraphrasing
A
- Transform original message into own words
- Clarify meaning
- Short & specific
- Active listening response
20
Q
Reflexion
A
- Active listening response
- Focuses on emotional aspect
- Offer empathy
- Clarify emotions
21
Q
Summarization
A
- Review & process content
- Pulls together ideas & feelings
- Followed by comment seeking validation
- Used before topic transition
22
Q
Emotions Associated with Medical Jargon
A
- Unsafe
- Frightening
- Intimidating
- Distancing
- Offensive
- Condescending
