human relations unit 1 test

Question 1

verbally

Answer 1

messages we send/receive through talking

Question 2

non-verbally

Answer 2

messages we send/receive without speaking

Question 3

3 basic elements

Answer 3

message
sender
receiver

Question 4

proxemics

Answer 4

nearness, distance, or position from another

Question 5

haptics

Answer 5

touch

Question 6

oculesics

Answer 6

eye contact

Question 7

locomotion

Answer 7

movement such as walking and jumping

Question 8

olfactics

Answer 8

smell

Question 9

silence

Answer 9

long pauses, withholding information

Question 10

appearance or adornment

Answer 10

dress, appearing clean, jewelry, tattoos, piercings

Question 11

posture

Answer 11

body position, stance

Question 12

chronemics

Answer 12

use of time, pausing, waiting, speeding up
- rushed and tense
- relaxed and open

Question 13

sound symbols

Answer 13

grunting, ah’s, throat clearing

Question 14

vocalics

Answer 14

tone, volume

Question 15

professional vs informal boundaries

Answer 15

line we do not cross, especially with gender and cultural differences
- avoid contact outside of work
- high ethical standards
- prevent client misinterpretation

Question 16

paraphrasing

Answer 16

-listen and reword patient’s message
- check for listener
- check for speaker
- builds rapport
- focuses on patient
- keeps patient talking

Question 17

empathy

Answer 17

understanding another person’s feelings and viewing the world as the person does

Question 18

sympathy

Answer 18

sharing pain with a sufferer in a way that is self-involving as though you experience the pain yourself
- should be used in a non-professional setting

Question 19

close ended questions

Answer 19

can be answered simply, does not encourage further discussion
- yes or no answers

Question 20

pitfalls

Answer 20

Giving advice
Talking about yourself
Overinvolvement
Taking things personally
Defensiveness
I know how you feel

Question 21

receiving feedback

Answer 21

Thank the giver
Paraphrase what the giver said
Seek any necessary clarification - must be specific and behavioral
Discuss what you can do to correct weaknesses

Question 22

giving feedback

Answer 22

Begin with a positive
Be specific
Focus on behavior
Your motive must be helpfulness
Give feedback straight after the event
Give feedback privately

Question 23

Intradisciplinary

Answer 23

communication between members of the same health specialty
- Use in medical office

Question 24

Interdisciplinary

Answer 24

communication between members of different health specialties
- Needs to be specific, relevant, and focused

Question 25

Modes of Interdisciplinary Communication

Answer 25

Case conference
Telephone calls
Letters, forms and notes
The medical record (paper or EHR)

Question 26

Needs for Effective Team

Answer 26

focus on patient or task
Understand roles of members
Share professional responsibilities
Give and receive feedback
If possible have patient in the team

Question 27

who is in charge in a health care team?

Answer 27

team leader, case manager, and the networker

Question 28

health care teams

Answer 28

Hospice
Rehabilitation
Hospital team

Question 29

3 Components of conversation between HCP and patient

Answer 29

1. Orientation - appearance of HCP and medical facility, professional
   -Introductions, professional non-verbal behaviors
2. Identification - closed and open ended questions about the patient’s problem, sincerity
3. Resolution - treatment plan discussed, make sure the patient has no other concerns