Interpersonal Skills/psychology Flashcards
Maslow’s hierarchy of need
- 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
Erikson’s life span development
- 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
Elisabeth kubler-Ross “stages” of death and dying
- 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
Active listening
- Showing awareness of what is being said, provide feedback, 2 way interchange
- 5 techniques: giving full attention, nodding, smiling, ask question, taking notes
Evaluative listening
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
Passive listening
- No feedback required
- listener is audience member
Nonverbal communication
- 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
Proximity
- 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
Touch
- 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
Kinesics
- 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
Accountability
Responsible for action and words
Empathy
Putting oneself in another place to realize person’s feeling
Nonjudgmental
- Be fair or unbiased when communicating with others
- should be evident in facial expression, body language and responses made
Nonlanguage
Sound made while message transmitted
-crying, laughing, humming, grunting, sighing
Paralanguage
Way a message is transmitted, rather than words
-volume, pitch, voice tone, pronunciation, speed, sentence structure
Perception
Be aware of own feeling, feeling of others
Giving unwanted advice
Most do not like being told what should or should not do
-for medical assistant: outside scope of practice
Using medical terminology
Medical term or abbreviation should not be used unless explained
Manipulation
- Influence or controlling artfully or deceptively because need to be in control
- person cannot tolerate a dependent role
Prejudice
Negative opinion or bias toward someone
Stereotyping
Believe all group member share same attitude, attributes, appearance
Negative body language
Facial frowning, lack of eye contact, folded arm, crossed leg, poor voice tone
Disorientation
Loss of memory for time, person, place is communication barrier
Introjection
Person identifies with attitude or acteristic of another individual
