ICS Foundations/Nonverbal Communication Flashcards

1
Q

5 skills that define someone who is a “good communicator”?

A
  1. Effectively listens to others
  2. Understands and uses nonverbal communication appropriately
  3. Manages stress well
  4. Emotionally aware of others
  5. Effective verbal expression of thoughts
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2
Q

5 ways for effective listening

A

Focus fully on the speaker
Make the speaker feel heard and understood
Clarify things you don’t understand
Avoid interruptions
Avoid seeming judgemental

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3
Q

4 ways of nonverbal communication

A

Use nonverbal signals that match up
with your words
Be aware of individual and cultural differences in nonverbal communication
Adjust your nonverbal signals according to the context
Use body language to convey feelings

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4
Q

6 ways of managing stressful situations

A

Recognize when you’re becoming stressed
Take a moment to calm down
Walk away if necessary
Look for humor in the situation
Be willing to compromise with patients
Agree to disagree if necessary

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5
Q

4 ways to be emotionally aware

A

Be in touch with your own feelings and perceptions
Look for cues to how a patient is handling a situation
Acknowledge the patient’s emotions without judgement
Allow patients time to deal with emotions if needed

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6
Q

7 ways of verbal communication

A

Avoiding medical “jargon”
Matching complexity of communication to patient’s level of comprehension
Organized, clear, concise points
Use numerical terms clearly (numbers rather than percentages, absolute rather than relative risk)
Confirm patient comprehension

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7
Q

With good communication between patients and providers, we see ?

A

increased:
1. Satisfaction with encounter
2. Psychological coping ability
3. Recall of care plan
4. Adherence to care plan
5. Positive health behaviors
decreased:
1. Psychological distress
2. Physical symptoms
3. Length of hospital stays
4. Malpractice suits

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8
Q

Incomplete stories/history = ?

A

incomplete data to make decisions

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9
Q

Extent to which a patient’s behavior corresponds with agreed-upon recommendations from a healthcare provider

A

adherence

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10
Q

Why do patients not adhere to clinician’s advice?

A

38% - disagreed with recommended treatment
27% - worried about cost
25% - instructions were too difficult to follow
20% - against their personal beliefs
7% - did not understand what they were supposed to do

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11
Q

9 factors that contribute to pt satisfaction

A

Expectations
Communication
Control
Decision-making
Time spent with patient
Clinical team
Referrals
Continuity of care
Dignity

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12
Q

Estimated ___ of adverse healthcare events due to human and system errors

A

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13
Q

3 effects from team satisfaction

A
  1. Effective communication → improved working relationships
  2. Reduced job turnover and improved job satisfaction when communication is effective
  3. Better job satisfaction → better ability to build rapport and express care with patients
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14
Q

the “root cause” of malpractice claims is ?

A

a breakdown in communication between physician and patient
71% of malpractice claims initiated as result of a patient-physician relationship problem

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15
Q

to describe the etiology of disease
Interrelation of biological, psychological, and social factors that all contribute to the presence or absence of disease

A

Biopsychosocial Model

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16
Q

3 factors of Biopsychosocial Model

A
  1. Biological
    - Hereditary (Genetics)
    - Anatomic
    - Molecular
    - Gender
    - Age
    - Ethnicity
  2. Psychological
    - Temperament
    - Personality
    - Motivation
    - Emotion
    - Attention
    - Cognition
  3. Social
    - Family
    - Society
    - Culture
    - Environment
    - Spiritual
    - Economic

*Can see overlap for a certain factor between areas!

17
Q

5 core Concepts of the Provider-Patient Relationship

A
  1. attentiveness
  2. support
  3. partnership
  4. respect
  5. empathy
18
Q

nonverbal communication can lead to ?

A

ambivalent communication

19
Q

forms of nonverbal communication

A
  1. Kinesics - movement
  2. Proxemics - space around individual
  3. Paralanguage - nonverbal speech
  4. Autonomic - physiologic changes caused by autonomic nervous
  5. Appearance - other’s first impressions and opinions of the way
20
Q

Facial expression
Eye gaze
Body language and posture
Fidgeting
Gestures - specific, deliberate movements
Haptics - communication through touch
are examples of ?

A

kinetic nonverbal communication

21
Q

differences in vertical height
interpersonal distance
angles of facing other people/objects
physical barriers (computers, charts, desks)
are examples of ?

A

Proxemics nonverbal communication

22
Q

pitch
tone
volume
speed
rhythm
emphasis
Are examples of ?

A

Paralanguage nonverbal communication

23
Q

getting pale or blushing
sweating
respiratory rate, heart rate
pupil size
are examples of ?

A

Autonomic nonverbal communication

24
Q

Appearance - other’s first impressions and opinions of the way we look
clothing
hairstyle
grooming
color of clothing
are examples of ?

A

Appearance nonverbal communication

25
what is the effect of nonverbal communication on patient care
positive correlation between patient outcomes and high interpersonal communication skills 20-32% difference in patient satisfaction when good nonverbal communication used
26
nonverbal communication plays a key role in the outcomes of clinical visits in ? (3)
Satisfaction Adherence Clinical Response
27
4 common patterns in the clinic?
Safe Pattern Fight Pattern Flight Pattern Conservation-Withdrawal Pattern
28
Patient’s body is engaged, relaxed and in an open posture is what type of pattern?
safe pattern
29
Patient’s body is engaged but has increased tension - response of “attack” or “retaliation” due to feeling unsafe is what type of pattern?
fight pattern
30
Patient’s body is not engaged and has increased tension, as in preparing for "flight" - response of “guarding” or “pulling away” due to feeling unsafe is what type of pattern?
Flight Pattern
31
Patient’s body is not engaged; the person is overwhelmed with excessive input and is withdrawn, unable to mount a response is what type of pattern?
Withdrawal Pattern AKA Conservation-Withdrawal Pattern