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
Noise
Interruption and noise interfere with communication
Defense mechanism
Fear, insecurity, not knowing what else to do, may keep both parties from communicating in a positive way
Denial
Someone fails to recognize or acknowledge existence of anxiety provoking information
Displacement
Emotional impulse redirected toward substitute person or object that is less threatening or dangerous
Inversion
Person does opposite of what they want
-reverse feeling about someone after being rejected by that person
Projection
One own unacceptable urge or qualities attributed to others
Rationalization
Ones action or feeling justified with socially acceptable explanation instead of ones true motive or desire
Reaction formation
Someone think or behave in extreme opposite of unacceptable urge or impulse
Regression
Person retreats to behavior characteristics of earlier stage of development
Repression
Anxiety producing thoughts, feelings, impulses completely excluded from consciousness
-basic defense mechanism
Sublimation
Form of displacement
Suppression
Unpleasant past is deliberately put aside or forgotten
-conscious form of repression
Psychological disorders
Abnormal behavior patterns that affects one ability to function or cause psychological discomfort
Anxiety
Abnormal high tension, worry, apprehension interfere with daily activity and relationship
-moderate or severe
Anorexia nervosa
Calorie intake severely restricted due to heighten fear of weight gain
Bipolar disorder
Manic depression
-extreme mood swings: high and lows, affect ability to function
Bulimia nervosa
Repeated episode of binge eating followed by purging
Dysphoria
Depression and unrest without apparent cause
Hypochondriasis
Belief that one has a disease despite reassurance that disease is not present
Major depression
Profound loss of all hope, feeling sadness, low self-esteem, loneliness. Affecting mind and body. Cause physical and mental problems
Seasonal affective disorder
Depression occurs mostly fall and winter
Obsessive-compulsive disorder
Behavior involve repetitive thoughts and actions
Panic attack
Sudden extreme anxiety, result in sweat and rapid breathing / heart beat
Paranoia
Show persistent persecutors delusion, or delusional jealousy, possible with schizophrenic symptoms
Phobia
Extreme or irrational fear of a thing, environment or situation
Agoraphobia
Fear of being in public place outside home
Acrophobia
Fear of high places
Claustrophobia
Fear of being confined in any space
Hydrophobia
Fear of water
Social anxiety disorder
Fear of being judged or criticized while performing routine behavior in front of others at social gatherings
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
Schizophrenia
Psychosis evidence by delusion, hallucination, disorganized speech and behavior
Somatization
Recurrent and multiple body complaints with no physical basis
Autism
Characterize by severely impaired social or communication skills
-often with repetitive or primitive behaviors, preoccupation of inner thoughts
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
Dementia
Chronic organic brain syndrome
- loss of recent memory
- progressing to loss of orientation with mental deterioration result form brain disease
Tourette syndrome
Uncontrollable motor tics, facial tics, verbal grunts, use of profanity
