human relations unit 1 test Flashcards

1
Q

verbally

A

messages we send/receive through talking

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2
Q

non-verbally

A

messages we send/receive without speaking

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3
Q

3 basic elements

A

message
sender
receiver

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4
Q

proxemics

A

nearness, distance, or position from another

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5
Q

haptics

A

touch

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6
Q

oculesics

A

eye contact

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7
Q

locomotion

A

movement such as walking and jumping

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8
Q

olfactics

A

smell

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9
Q

silence

A

long pauses, withholding information

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10
Q

appearance or adornment

A

dress, appearing clean, jewelry, tattoos, piercings

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11
Q

posture

A

body position, stance

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12
Q

chronemics

A

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

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13
Q

sound symbols

A

grunting, ah’s, throat clearing

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14
Q

vocalics

A

tone, volume

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15
Q

professional vs informal boundaries

A

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

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16
Q

paraphrasing

A

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

17
Q

empathy

A

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

18
Q

sympathy

A

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

19
Q

close ended questions

A

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

20
Q

pitfalls

A

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

21
Q

receiving feedback

A

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

22
Q

giving feedback

A

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

23
Q

Intradisciplinary

A

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

24
Q

Interdisciplinary

A

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

25
Modes of Interdisciplinary Communication
Case conference Telephone calls Letters, forms and notes The medical record (paper or EHR)
26
Needs for Effective Team
focus on patient or task Understand roles of members Share professional responsibilities Give and receive feedback If possible have patient in the team
27
who is in charge in a health care team?
team leader, case manager, and the networker
28
health care teams
Hospice Rehabilitation Hospital team
29
3 Components of conversation between HCP and patient
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