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SPU/PHEC > Communication Skills Midterm > Flashcards

Communication Skills Midterm Flashcards

1
Q

What is a schema

A

Mental structures used to organize information & preserve energy

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2
Q

Our perception of the message is influenced by our perception of the ________

A

indivindual sending the message

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3
Q

Describe five step communication process

A
  1. Sender has an idea
  2. Sender encodes message
  3. Channel carries message
  4. Receiver decodes message
  5. Receiver understands & sends feedback to sender
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4
Q

What is noise?

A

Anything affecting or inhibiting effective communication

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5
Q

Give examples of noise

A

Physical : loud talking, honking cars, illegible handwriting etc

Physiological: hearing or visual impairement

Psychological: preconceived ideas, wanring thoughts, fear, hallucinations

Semantic/Cognitive: misunderstood meaning, not interested.

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6
Q

Schemas and perception are affected by:

A

Prior learning/experiences
Attitudes and intersts
Needs anf feelings
current situaiton

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7
Q

Self-Concept is & is based on

A

Is who you perceive yourself to be. based on:
the perception of others
social comparisons
cultural teachings/societal norms
observations interpestations evalutions of experiences

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8
Q

What is the looking glass self?

A

Person looking into four or more mirrors each of which relfects someon elses image of him back to him

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9
Q

What is Imposter syndrome?

A

Phenomenon where high achevieng people feel like they are somehow not good enough or a fraud. Doubt abilities espeically in new settings

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10
Q

Dunning kruger effect?

A

When you think you’re the best but you’re not. High confidence low ability.

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11
Q

What is the BioPsychoSocial Approach?

A

Bio: gender, physical health, disability etc.
Psych: attitudes belief, self esteem, emotions, personality
Social: socioeconomic stauts, educaiton, family background

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12
Q

What are microexpression

A

very brief less than a quarter second facial expressions that leak emotions. suppression (deliberate concealment) repression (unconcious concealment)

macroexpression, obvious 0,5-4seconds

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13
Q

7% rule

A

only 7% of communication are verbal words

55-70 nonverbal
23-38 tone

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14
Q

People are more likely to believe verbal or NV?

A

NV

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15
Q

Incongruency

A

Misinterpreation of patients NVB

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16
Q

Congruency

A

All aspects of communications line up

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17
Q

Kinesics:

A

Body movement: gestures, facial expressions, posture, gaze
awareness of body while communicationg
Open posture

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18
Q

Proxemics

A

Physical communication distance
Personal space, position, touch.

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19
Q

Environment

A

Colours, cleanliness, order, clean organized patient compartment
Perceptioin of ones enviroment influcences theri reaction to it.

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20
Q

Distracting factors

A

Lack of eye contact
Sniffing, knuckles, RBF, closed NV, tone

21
Q

Gestures

A

Illustrators: intentional gestures that serve to emphasize, clarify, add to verbal content of a message.
Movements often hands that demonstrate how to do something, how mnay, to conitnue, to stop

leakage occurs when subconscious gestures reveal true feelings

22
Q

Gaze

A

Monitoring appearance and feedback, regulating conversation and tone. Normal direct eye contact is 50-60% speaker 40 and listenere 75 avg 8 sec

23
Q

Proxemics position and touch

A

Intimate distance less than 1.5 feet
personal distance 1.5-4 feet
social distance 4-12 feet
oyublic distance 12 feet+

24
Q

Posture

A

can reveal emotional status

depression or discouragement: drooping head sagging shoulders low muscle tone etc
anxiety and fear, increased muscle tone where the body u held in a rigid and uprignt mmannner
interest is conveyed by leaning forward
avodiance and rejection closed body postyure, leaning back to create distnace

25
Q

Touch

A

Tool for examinign diagnosing treating or simply caring fo rpatient

may decreas eanxisyr offer reassurance

can supplement verbal message

not everyone is okay with io9t

26
Q

PICTURE

A

P itch
avoid speaking in a monotone

I nflection
be expressove and appropriate

C ourtesy
how yiou spoeak, reflect sincerity, interest, sarcasm

T one
be professional and poised not directive but problem solving volumne relaxed but serious about care

U nderstanding
open mindenedess empathy care and positive reagard, silence

R ate
120 words per minute. pace/ to fast seems rushed or impatinet

E nunciate
Speak clearly and like no slanguale bryuh lol

27
Q

Illustrators

A

Enhance the verbal message they accompany often gestures such as pointing.

28
Q

Which tone do patients expect form thei HCP

A

Problem solving

29
Q

7 universtal facial expression

A

Happiness, fear, sadness, anger, surprise, disgust, contempt

30
Q

Empathy vs sympathy

A

empathy is compassion and undferstanding how the someone feels
symopathy is to feel sadmness or pitym for someones suffering or miusfortune

31
Q

Expressive tone vs directive tone vs problem solving

A

expressive: social spontaneous emotiuonal and uninhibited, feelings jokes complaing etc. not appropritate for HCP

directive: authorative judgmenetal giving orders expert leadership authority not approtiate for HCP

Problem solving tone
rational objective and unbiased anyltical and solution oriented

32
Q

What is paraphrase and teach back

A

repeating to the patient in your own words what they sadid

reinforces patients concerns empathy
allows opportunity got vlient to clarigy correct concur
reflect emmotion

33
Q

When should you interrup

A

only to clarify otyherwise allow for silence and thinking

34
Q

Open ended questions vs closed questions

A

open ended lead to HCP paraphrasing and better responses

closed p[rompr short focused asnwers, ytes or no , # of times, where helpful for info but tooo many equals interrogation

mc quesitons alternative options to choose best when there are barriers language anxisery youn kids

35
Q

Emblems

A

Gestyures that directly translate into words such as thumbs up

36
Q

Affect displays

A

Communicate emotional meaning
movements of face and body to dis[pla y emoytions open arms greetying

37
Q

Regulatrors

A

B’s that mointor control coordinate or mantain conversation, head nodding to tell the person to keep speaking

38
Q

Adaptors

A

Gestures that satisfy a personal need to make you feel better
rubbing head for stress playing with hair or even objects braceelte etc.

39
Q

List and briefly explain 4 facial management techniques

A

Intensifying: to exaggerate a feeling
De-intensifying: to underplay a feeling
Neutralizing: to hide a feeling
Masking: replace or substitue expression of one emtion for another

40
Q

Silence

A

Allows tiome to think
can hurt oithers
might indicate anxisty
may prevent or encourage communication
may indiscate nothing to say

41
Q

Denotative vs connotative

A

denotative = objective, literal, meaning
found in dictionary eg winter or home

connotative = subjective, implied or emtotional/associated meanig
the emotional meaning people give to a work eg. winter or home

42
Q

indirect messages vs direct message

A

direct is explicit clearly states speakers preferences and then ask if the listenera grees

indirect is suggesticve, vague, body langage express thoughts without insutling or offending

43
Q

abstract vs concrete

A

Abstract are concepts and ideas that have no physcial dimensions (freedom love happiness equality)

concrete referes to object people etc. perceived throuhg 5 senses

how many drinks, hydrated skin, healthy BP

44
Q

5 key elements of listening

A

Verbal commiunication
NV communication
questioning
active listening
courtest empathy

45
Q

We retain>

A

25% throiugh pattern recognition, differenceing discount sounds that remain the same and filters creates realirty as its what we pay attention to and perceive

46
Q

Why are we losing our listenting

A

writing audio and video recording PVR ing

47
Q

Stages of listening

A

Receiving focus on speaker V and NV dont think about what you will say next

understanding find what speaker means relate info to what you know ask questions

remebering repeat key conccepts summarize what you remember

evaluating resisty evaluation until you fullyu uinderstand speakers message

responding use i messages resposnses made while speaker is talking i see yes uh uh after ask for clarification challenge agree

48
Q

surface vs depth

A

surface is literal meaning vs depth is underlying meaning motive behind what they are saying

49
Q

responding styles

A

judgemental/evaluative: decicde if message is right or wrong
advice: we know what the other person needs or should do
questions: we need more info
supportive: we try to be encouraging

SPU/PHEC (7 decks)

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