Interpersonal Skills/psychology Flashcards
1
Q
Maslow’s hierarchy of need
A
- 1st: physical-food, water, air, shelter
- 2nd: security and safety- physical safety and security
- 3rd: love / belonging- give/receive affection, social interaction, companionship
- 4th: esteem / recognition- sense of self-worth, respect of others, growth oriented, prestige in community
- 5th: self-actualization / fulfillment- self-realization, sense of fulfillment in accomplishment
- people motivated to satisfy or maintain condition, first meet their lower level needs
- does not progress to next level until previous need met
- protect themselves, any action stand in way, endangers the defenses that protect them, consider a threat. May respond negatively or violent
2
Q
Erikson’s life span development
A
- infant (0-1): trust / mistrust-beginning of familiarity of surrounding and trust
- toddler (2-3): autonomy / shame / doubt- explore environment, develop self-control, may feel shame / doubt in one’s ability
- young child (3-6): initiative / guilt- curiosity, learning new things, think creatively, begin of moral judgement
- school age (7-12): industry / inferiority - exposure to people outside family, success / failure experience in school, sports / social setting
- adolescent (12-18): ego identity / role confusion- find place in society, confusion may result in poor decision making
- young adult (early 20s): intimacy / isolation- beginning of responsibilities in career, family, marriage, may change familiar group setting
- middle adult (20-50): growth / stagnation- teach, writing, raise family, social activism
- old adult (60s): integrity / despair- reflect on life concerning usefulness, physical health and death
3
Q
Elisabeth kubler-Ross “stages” of death and dying
A
- denial: buffer of harsh reality, by denying existence of problem
- anger: rage at unfairness of situation
- bargaining: spiritual bargaining with God, healthcare worker
- depression: 1) quiet grieving, severe sadness, 2)realizing loss of self, job and family
- acceptance: resign to fate, plan for it, possible sense of calm / peacefulness, fear of dying is eliminated
4
Q
Active listening
A
- Showing awareness of what is being said, provide feedback, 2 way interchange
- 5 techniques: giving full attention, nodding, smiling, ask question, taking notes
5
Q
Evaluative listening
A
Give full attention to message transmitted to ask appropriate question for clarification and understanding
- provide immediate response and opinion,
- important in telephone communication
- avoid selective hearing
6
Q
Passive listening
A
- No feedback required
- listener is audience member
7
Q
Nonverbal communication
A
- body language: expression of attitude transmitted by posture, facial expression, touch, eye contact, spatial relationship between communicating parties
- self-concept determine behavior, react to world in general and those around you, most of communication decided by desire to preserve and increase self image
- attitude affects all communication, 90% is attitude: who you are to others and what you represent to them
- recognize human behavior and communicating effectively are essential to success
8
Q
Proximity
A
- distance you are from personal space area, that surrounds a person
- observe space boundaries, shows respect for patient
- cultural, age, gender can influence patient sense of personal space
- personal space: 1.4 -4 feet
- social space: 4-12 feet
- public space: 12-25 feet
9
Q
Touch
A
- powerful form of nonverbal communication
- in medical office: touch shoulder, forearm, hand-show sensitivity, concern, if patient welcomes it
- can be invasion of privacy
- culture, age, gender, family history influence patient understanding of touch
10
Q
Kinesics
A
- Study of body movement, gestures as form of nonverbal communication
- tapping foot: restlessness
- drumming fingers: indifference, apathy
- head scratching: uncertainty, bewilderment
- eye contact: look down or away-non interest, avoidance, respect; look directly-interest
- gesturing with hand / arm: emphasis of ideas, emotion, need to enhance message
- lean forward: interest
- posture: stand or sit erect- self confidence; slump- sadness, lack of confidence
11
Q
Accountability
A
Responsible for action and words
12
Q
Empathy
A
Putting oneself in another place to realize person’s feeling
13
Q
Nonjudgmental
A
- Be fair or unbiased when communicating with others
- should be evident in facial expression, body language and responses made
14
Q
Nonlanguage
A
Sound made while message transmitted
-crying, laughing, humming, grunting, sighing
15
Q
Paralanguage
A
Way a message is transmitted, rather than words
-volume, pitch, voice tone, pronunciation, speed, sentence structure
16
Q
Perception
A
Be aware of own feeling, feeling of others
17
Q
Giving unwanted advice
A
Most do not like being told what should or should not do
-for medical assistant: outside scope of practice
18
Q
Using medical terminology
A
Medical term or abbreviation should not be used unless explained
19
Q
Manipulation
A
- Influence or controlling artfully or deceptively because need to be in control
- person cannot tolerate a dependent role
20
Q
Prejudice
A
Negative opinion or bias toward someone
21
Q
Stereotyping
A
Believe all group member share same attitude, attributes, appearance
22
Q
Negative body language
A
Facial frowning, lack of eye contact, folded arm, crossed leg, poor voice tone
23
Q
Disorientation
A
Loss of memory for time, person, place is communication barrier
24
Q
Introjection
A
Person identifies with attitude or acteristic of another individual
25
Noise
Interruption and noise interfere with communication
26
Defense mechanism
Fear, insecurity, not knowing what else to do, may keep both parties from communicating in a positive way
27
Denial
Someone fails to recognize or acknowledge existence of anxiety provoking information
28
Displacement
Emotional impulse redirected toward substitute person or object that is less threatening or dangerous
29
Inversion
Person does opposite of what they want
| -reverse feeling about someone after being rejected by that person
30
Projection
One own unacceptable urge or qualities attributed to others
31
Rationalization
Ones action or feeling justified with socially acceptable explanation instead of ones true motive or desire
32
Reaction formation
Someone think or behave in extreme opposite of unacceptable urge or impulse
33
Regression
Person retreats to behavior characteristics of earlier stage of development
34
Repression
Anxiety producing thoughts, feelings, impulses completely excluded from consciousness
-basic defense mechanism
35
Sublimation
Form of displacement
36
Suppression
Unpleasant past is deliberately put aside or forgotten
| -conscious form of repression
37
Psychological disorders
Abnormal behavior patterns that affects one ability to function or cause psychological discomfort
38
Anxiety
Abnormal high tension, worry, apprehension interfere with daily activity and relationship
-moderate or severe
39
Anorexia nervosa
Calorie intake severely restricted due to heighten fear of weight gain
40
Bipolar disorder
Manic depression
| -extreme mood swings: high and lows, affect ability to function
41
Bulimia nervosa
Repeated episode of binge eating followed by purging
42
Dysphoria
Depression and unrest without apparent cause
43
Hypochondriasis
Belief that one has a disease despite reassurance that disease is not present
44
Major depression
Profound loss of all hope, feeling sadness, low self-esteem, loneliness. Affecting mind and body. Cause physical and mental problems
45
Seasonal affective disorder
Depression occurs mostly fall and winter
46
Obsessive-compulsive disorder
Behavior involve repetitive thoughts and actions
47
Panic attack
Sudden extreme anxiety, result in sweat and rapid breathing / heart beat
48
Paranoia
Show persistent persecutors delusion, or delusional jealousy, possible with schizophrenic symptoms
49
Phobia
Extreme or irrational fear of a thing, environment or situation
50
Agoraphobia
Fear of being in public place outside home
51
Acrophobia
Fear of high places
52
Claustrophobia
Fear of being confined in any space
53
Hydrophobia
Fear of water
54
Social anxiety disorder
Fear of being judged or criticized while performing routine behavior in front of others at social gatherings
55
Post traumatic stress disorder
Response to physical or psychological trauma, usually long lasting
-sx: recurring flashbacks, nightmares, sleeplessness, loss of interest in things previously cared about, anger, irritability and feeling emotionally cut off
56
Schizophrenia
Psychosis evidence by delusion, hallucination, disorganized speech and behavior
57
Somatization
Recurrent and multiple body complaints with no physical basis
58
Autism
Characterize by severely impaired social or communication skills
-often with repetitive or primitive behaviors, preoccupation of inner thoughts
59
Confabulation
Behavioral reaction to memory loss in which patient fabricates ideas and uses inappropriate words to fill in forgotten information
-seen in dementia and stroke patients
60
Dementia
Chronic organic brain syndrome
- loss of recent memory
- progressing to loss of orientation with mental deterioration result form brain disease
61
Tourette syndrome
Uncontrollable motor tics, facial tics, verbal grunts, use of profanity
