human relations unit 1 test Flashcards
verbally
messages we send/receive through talking
non-verbally
messages we send/receive without speaking
3 basic elements
message
sender
receiver
proxemics
nearness, distance, or position from another
haptics
touch
oculesics
eye contact
locomotion
movement such as walking and jumping
olfactics
smell
silence
long pauses, withholding information
appearance or adornment
dress, appearing clean, jewelry, tattoos, piercings
posture
body position, stance
chronemics
use of time, pausing, waiting, speeding up
- rushed and tense
- relaxed and open
sound symbols
grunting, ah’s, throat clearing
vocalics
tone, volume
professional vs informal boundaries
line we do not cross, especially with gender and cultural differences
- avoid contact outside of work
- high ethical standards
- prevent client misinterpretation
paraphrasing
-listen and reword patient’s message
- check for listener
- check for speaker
- builds rapport
- focuses on patient
- keeps patient talking
empathy
understanding another person’s feelings and viewing the world as the person does
sympathy
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
close ended questions
can be answered simply, does not encourage further discussion
- yes or no answers
pitfalls
Giving advice
Talking about yourself
Overinvolvement
Taking things personally
Defensiveness
I know how you feel
receiving feedback
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
giving feedback
Begin with a positive
Be specific
Focus on behavior
Your motive must be helpfulness
Give feedback straight after the event
Give feedback privately
Intradisciplinary
communication between members of the same health specialty
- Use in medical office
Interdisciplinary
communication between members of different health specialties
- Needs to be specific, relevant, and focused
Modes of Interdisciplinary Communication
Case conference
Telephone calls
Letters, forms and notes
The medical record (paper or EHR)
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
who is in charge in a health care team?
team leader, case manager, and the networker
health care teams
Hospice
Rehabilitation
Hospital team
3 Components of conversation between HCP and patient
- Orientation - appearance of HCP and medical facility, professional
-Introductions, professional non-verbal behaviors - Identification - closed and open ended questions about the patient’s problem, sincerity
- Resolution - treatment plan discussed, make sure the patient has no other concerns
