Communication Skills Flashcards
Communication
Highly complicated verbal or nonverbal interaction between individuals
Customer
Someone who makes purchases
Client
Anyone for whom a service requiring some degree of confidentiality is provided
Active Listening
Listening carefully to what they are saying and as questions to get to the root of their requests
Contact Point
The physical location to which a customer goes to obtain a service
Attitude
The tendency to move toward a situation or away from it
Skill
Ability to do something well as a result of talent, training, or practice, or a combination of these
Verbal
Speaking in a good tone, volume, and intensity will help to clearly convey a message.
Nonverbal
Facial expressions, physical proximity, gestures, and voice tone are all part of the language, which has an impact on your interaction.
Acceptance
The patient has found peace with diagnosis or prognosis
Anger
Looks for cause or fixes blame
Bargaining
The wish for extension of life, or later for relief of pain
Bereavement
State of having suffered a loss by death
Coping
Adjusting to or solving challenges
Denial
Person cant believe diagnosis or prognosis
Depression
Sense of great loss of the impending loss of being
Empathy
The ability to imagine oneself in another’s place and understand the others feelings, desires, ideas, and actions
Grief
The emotional feeling of pain and distress that a person experiences as a reactions to loss
Hospice
Philosophy of care for the dying and their families
Morgue
A place where the bodies of deceased persons are kept
Mourning
The outward, social expression of grief due to loss
Mortality
Number of deaths in a given time or place
Palliation
Relief of symptoms when cure is no longer possible, treatment is provided solely for comfort
Postmortem
After death
