Effective Communication Chapter 6 Flashcards
Understanding the principles of Effective Communication as an EMR
Define communication.
The activity of conveying information
Define verbal communication.
Words and sounds that make up the language we speak
Define nonverbal communication.
Body language, eye contact, and gestures
Define written communication.
The use of letters and words to express the language we speak.
Define visual communication.
Signs, symbols, and designs
What are the three components of communication as it pertains to EMR.
Sender
Message
Receiver
Define sender.
The person introducing a new thought or concept, or initiating the communication process.
Define message.
The thought concept or idea that is being transmitted.
Define receiver.
The person for whom the message is intended.
Research suggests that what percent of communication is delivered by way of body language including gestures, expressions, posture, and many other physical manifestations?
55%
Research suggests about what percent of the messages transmitted by way of the voice, it’s quality, tone quality and inflections, which all express important pieces of the message?
38%
Research suggest what percent of any given message is transmitted by the specific words used?
7%
What are the most significant tools or ways used to communicate in EMS?
Radio and computer screen
What are the seven (7) most common barriers to effective communication?
Physical Perceptual Emotional Cultural Language Gender Interpersonal
What are the six (6) strategies for effective communication?
- Speak clearly and use words and terminology that the receiver will understand.
- Keep an open mind and resist the urge to be defensive.
- Become an active listener.
- Be assertive when appropriate, especially when safety is at stake.
- Remain aware of the influence that body language plays in effective communication.
- Except the reality of miscommunication.
Define interpersonal communication.
A form of communication where the participants are dependent on one another and have a shared history.
Define therapeutic communication.
The face to face communication process that focuses on advancing the physical and emotional well-being of a patient.
What are the three (3) characteristics of therapeutic communication?
- Collecting information
- Assessing behavior
- Educating
Describe the strategies that will help you establish a good rapport with your patients and maximize your ability to obtain a good medical history.
Immediately INTRODUCE YOURSELF and YOUR LEVEL OF TRAINING.
Obtain the PATIENTS NAME early, and USE IT FREQUENTLY during your interview.
POSITION yourself at or BLEOW THE PATIENT’S EYE LEVEL whenever possible.
ASK ONE QUESTION AT A TIME, and allow the patient ample time to respond.
LISTEN CAREFULLY to everything the patient tells you.
RESTATE the patient’s answers when necessary for clarification.
Define transfer of care.
The physical and verbal handing off of care from one healthcare provider to another.
What are the elements of an appropriate verbal transfer of care?
- Patients name and age
- Chief complaint
- Brief account of the patient’s current condition
- Past pertinent medical history
- Vital signs
- Pertinent findings from the physical exam
- Overview of care provided and the patient’s response to that care
What are the common communication devices used in EMS?
Repeater
Base station radio
Portable radio
Define repeater.
A fixed antenna that is used to boost a radio signal
Define base station radio.
A high-powered two-way radio located at a dispatch center or hospital
Define portable radio.
A handheld device used to transmit and receive verbal communications
The word communicate is best defined as:
A. expressing oneself to another
B. talking to another person verbally
C. an interchange of ideas or information
D. understanding what another person is saying
C. an interchange of ideas or information
The words and sounds that make up a language is a description of which type of communication? A. verbal B. nonverbal C. written D. Visual
A. verbal
Nonverbal communication is best characterized by: A. written words B. spoken words C. body language D. signs and symbols
C. body language
All of the following are components of the communication process, except: A. sender B. receiver C. idea (message) D. frequency
D. frequency
Research suggests that the majority of a message is delivered by way of: A. body language B. voice (tone) C. word use D. eye contact
A. body language
The distance that exists between two parties that are communicating by radio is an example of which type of barrier? A. perceptual B. language C. physical D. interpersonal
C. physical
What type of communication most often occurs between three or fewer participants who are in close proximity to one another? A. therapeutic B. direct C. visual D. interpersonal
D. interpersonal
All of the following our goals of therapeutic communication, except: A. pain management B. collecting information C. assessing behavior D. providing education
A. pain management
A good transfer of care should contain all of the following, except: A. patient's name and age B. patients address C. chief complaint D. vital signs
B. patient’s address
Which one of the following is the best example of an appropriate radio call?
A. engine 6, this is Medcom. Respond to 1111 Sonoma Ave.
B. engine 6, respond to 111 Sonoma Ave.
C. this is Medcom, Calling engine 6
D. medcom, come in engine 6
A. engine 6, this is Medcom. Respond to 1111 Sonoma Ave.
