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Clinical Skills H > communication skills 1 > Flashcards

communication skills 1 Flashcards

1
Q

define what communication skills is

A

the giving and receiving of information between two or more people

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2
Q

what does communication skills include

A

sharing information, thoughts and feelings with someone else

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3
Q

how is communication skills described as a two way process

A

how the other person responds to you sets the scene for what to do next

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4
Q

list 5 reasons about why we care about communication

A
  • end of year assessments
  • final year clinics
  • pre-registration period
  • patient concerns and complaints
  • hospital concerns about information
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5
Q

list 6 things that drives the need to communicate and describe each reason

A
  • non-social or biological drivers: communication of information is needed to survive
  • dependency: drive for acceptance, protection and guidance
  • affiliation: drive for affiliation, friendship, intimacy
  • dominance: a desire for status, recognition, power
  • sex: a desire to propagate the species
  • self-esteem: a desire for approval, respect, identity
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6
Q

how much % does verbal communication account for

A
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7
Q

how much % does non-verbal communication account for

A

> 65%

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8
Q

list the 9 things that contribute to non-verbal communication

A
  • physical contact
  • physical proximity
  • orientation
  • body language: posture and gestures
  • facial expressions
  • eyes
  • appearance
  • synchrony
  • pacing
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9
Q

list 5 points about physical contact

A
  • its the most primitive form of social communication
  • inter-cultural differences
  • can be reassuring
  • can easily be misinterpreted
  • ok within the context of a professional examination
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10
Q

what 3 things is physical contact an expression of

A
  • expression of intimacy
  • expression of reassurance
  • expression of aggression
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11
Q

list 3 points about physical proximity

A
  • important cue for dominance and/or intimacy
  • vaires widely between cultures
  • closer the individual, the more intimate
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12
Q

at what proximity is public space considered to be

A

> = 4m

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13
Q

at what proximity is social space considered to be

A

1.3 - 4m

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14
Q

at what proximity is personal space considered to be

A

0.5 - 1.3m

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15
Q

at what proximity is intimate space considered to be

A

0 - 0.5m

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16
Q

what is meant by orientation, as a non-verbal form of communication

A

the position of an individual relative to another

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17
Q

what does looking down generally infer, in terms of orientation as a non-verbal form of communication

A

infers dominance/superiority

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18
Q

what 5 things contribute to body language

A
  • posture
  • gestures
  • head nods
  • facial expression
  • eyes (pupils, contact, movement)
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19
Q

what does body posture signal

A

signals an individual’s emotional state and attitude towards others

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20
Q

what is important in interpreting posture

A

cultural influences and fashions are important in interpreting posture

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21
Q

what 4 things contribute to good body posture

A
  • open body language
  • appear friendly
  • lean forward slightly to convey the feeling that you are interested
  • maintain good eye contact
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22
Q

what is meant by body gestures

A

the movements of hands, feet or other parts of the body may be used to communicate definite messages

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23
Q

what are body gestures very closely associated with and what is it essential in

A

very closely associated with speech, and are often essential to communicate the full intended meaning

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24
Q

list the 4 ways you will use body gestures to communicate with full intended meaning

A
  • indicate the size or number of described subjects
  • point to specific people or objects
  • provide emphasis
  • give illustration of shape, movement or form
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25
Q

what is facial expression described as

A

a powerful form of communication

26
Q

what reduces the impact of facial expressions

A

the ability of humans to control expression irrespective of the emotion “behind the facade”

27
Q

what do fully raised eyebrows indicate, as a facial expression

A

disbelief

28
Q

what do half raised eyebrows indicate, as a facial expression

A

surprise

29
Q

what do relaxed eyebrows indicate, as a facial expression

A

no comment

30
Q

what do half lowered eyebrows indicate, as a facial expression

A

puzzled

31
Q

what do fully lowered eyebrows indicate, as a facial expression

A

angry

32
Q

what does an unturned mouth indicate, as a facial expression

A

smile/pleasure

33
Q

what does a downturned mouth indicate, as a facial expression

A

frown/displeasure

34
Q

list 3 points about eyes, that contribute to non-verbal communication

A
  • pupil size
  • eye movements
  • eye contact
35
Q

how much % of eye contact does the speaker make

A

35%

36
Q

how much % of eye contact does the listener make

A

90%

37
Q

how much % of interactions does verbal communication account for

A
38
Q

how much % of interactions does non-verbal communication account for

A

> 65% / 2/3rds of interactions

39
Q

by how much more does a person make eye contact when listening than when speaking

A

2x more, eye contact when listening

40
Q

what 2 other things do the patients communicate with before they meet you

A
  • practice environment

- orientation

41
Q

what does personal appearance have an impact, as a form of non-verbal communication

A

personal appearance influences how an individual sees themselves and would like to be treated by others

42
Q

what will a patient expect from you as the practitioner in relation to your appearance

A

patients will expect you to conform to their stereotype for a healthcare professional

43
Q

what 2 forms of social techniques are there

A

formal vs informal

44
Q

what should be controlled during an eye examination

A

distractions

45
Q

what must you try to avoid, when observing a patients appearance

A

try to avoid stereotyping your patient

46
Q

list the 6 things that contribute to paralinguistics ‘how not what’

A
  • intonation
  • rate of speech
  • pitch
  • volume
  • pauses
  • speech errors
47
Q

what is intonation, as a form of a paralinguistic

A

sound changes produced by the rise and fall of the voice when speaking, especially when this has an effect on the meaning of what is said

i.e. ‘I dont think he should get that job’
any word from this phrase can be changed in tone, to indicate different meanings

48
Q

what 3 things can a rate of speech thats too quick indicate

A
  • nervous
  • excited
  • confusing
49
Q

what 2 things can a rate of speech thats too slow indicate

A
  • bored

- appears disinterested

50
Q

what type of paralinguistic is pitch

A

how high or low the voice sounds

51
Q

when can someones voice pitch become high

A

when they are excited

52
Q

to what type of patients can a high voice pitch cause difficulties to

A

to patients with age related hearing deficits as these usually affect higher pitches

53
Q

what is required with pitch

A

good annunciation is required

54
Q

what type of paralinguistic is volume

A

how loud or soft the voice sounds

55
Q

which 2 times can it be useful in changing volume

A
  • to highlight important points

- to maintain interest

56
Q

what is a considerable amount of consultation taken up with, and what implications can this have

A

silence

  • can be disconcerting for the px
  • if need silence to write notes, then tell the px
  • pauses useful if giving px big chunks of information
57
Q

what causes speech errors in practice

A

talking to your patients like you talk to your mates, which you must not do

58
Q

describe the social technique such as synchrony

A

adapting non-verbal behaviour to match or complement that of the patient

e.g. avoidance of dominant body posture with a shy person

59
Q

what type of non-verbal communication skill is pacing

A

the movement of the practitioner reflects that of the patient

60
Q

what does john hotter state about speech as a social technique

A

“good communication does not mean that you have to speak in perfectly formed sentences and paragraphs. it isn’t about slickness. simple and clear go a long way”

61
Q

list the 6 points of the mnemonic CLOSER

A
  • Control distractions and interruptions
  • Lean forward slightly towards the px
  • Open and non-defensive posture
  • Squarely face the px
  • Eye contact as appropriate
  • Respect the px’s personal space

Clinical Skills H (18 decks)

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