LESSON 3: THERAPEUTIC COMMUNICATION

Question 1

• Interchange of information between two or more people; exchange of ideas or thoughts.
• Thoughts expressed to others
  (spoken, written, gestures, actions)
• Transmission of feelings or personal/social interaction between people.
• Basic component of human relationships, including health professions and other disciplines

Answer 1

Communication

Question 2

Encoder

Answer 2

Sender

Question 3

• Person who communicates a message (source)
• Use of specific signs and symbols, arrangement of words, and gestures

Answer 3

Sender

Question 4

Medium

Answer 4

Message

Question 5

• What is said/ written, body language and how it is transmitted
• Method used to convey message can target any of the receiver’s senses.

Answer 5

Message

Question 6

Decoder

Answer 6

Receiver

Question 7

• listen, observe, attend

Answer 7

Receiver

Question 8

perceive what the sender intended (interpretation).

Answer 8

Decode

Question 9

Verbal, nonverbal, both
- Allows sender to correct or reward message

Answer 9

Feedback

Question 10

Body language: gestures, touch, physical appearance

Answer 10

NONVERBAL COMMUNICATION

Question 11

To observe nonverbal behavior requires _____ assessment of person’s overall physical appearance, posture, gait, facial expressions, and gestures

Answer 11

systematic

Question 12

Clothing and adornments can be sources of information about a person. May convey social and financial status, culture, religion, group, etc.

Answer 12

Personal Appearance

Question 13

Ways people walk and carry themselves are
often reliable indicators of self-concept,
current mood, and health.

Answer 13

Posture and Gait

Question 14

Feelings can be conveyed by facial
expressions, but it is possible to control
theses muscles to suppress emotion.

Answer 14

Fascial Expression

Question 15

Hand and body gestures which emphasizes
the spoken word or may occur without
words to indicate a particular feeling

Answer 15

Gestures

Question 16

Use of verbal and nonverbal techniques that
are focused on client’s needs. Requires
avoidance of unhelpful or nontherapeutic
techniques.

Answer 16

THERAPEUTIC COMMUNICATION

Question 17

• Promotes understanding and can
  help establish a constructive
  relationship between client and and
  HCP.
• Client and goal directed

Answer 17

THERAPEUTIC COMMUNICATION

Question 18

Accepting pauses or silence that may extend for several seconds or minutes without interjecting any
verbal response.

Answer 18

Silence

Question 19

Sitting quietly (or walking with
client) and waiting attentively until
the client is able to put thoughts and
feelings into words

Answer 19

Silence

Question 20

Using statements or questions that:
■ Encourage the client to verbalize
■ Choose a topic of conversation

Answer 20

Provide general leads

Question 21

● Ask broad questions that lead client
to explore or specify.

Answer 21

Using Open-ended questions

Question 22

● specify only the topic to be discussed and invite
answers that are longer than one or two words.

Answer 22

Using Open-ended questions

Question 23

● Appropriate forms of touch to
reinforce caring feelings.
● Must be sensitive to differences in
attitudes and practices of clients
and self.

Answer 23

Touch/ Tactile contacts

Question 24

● Actively listening client’s message
and repeating these thoughts or
feeling with similar words.
● HCP conveys that they have listened
and understood.

Answer 24

Restating or rephrasing

Question 25

● When paraphrasing is difficult or when the communication is rambling or garbled. ● HCP can restate the basic message or repeat message in similar words or confess confusion and ask client to repeat or restate message.

Answer 25

Seeking clarification

Question 26

Suggesting one’s presence, interest or wish to understand the client without making any demands or attaching conditions that the client must comply to to receive the HCP’s attention.

Answer 26

Offering self

Question 27

● Provide in a simple direct manner, specific factual info that the client may or may not request. ● When info is unknown, HCP states this and indicates who has it or when the HCP will obtain it.

Answer 27

Giving Information

Question 28

● Giving recognition in a nonjudgemental way, of a change in behavior, an effort the client has made, or a contribution

Answer 28

Acknowledging

Question 29

● Helping clients to differentiate the real from the unreal. ● Presents assurance especially to clients with schizophrenia or hallucinations

Answer 29

Presenting reality

Question 30

● Helping client expand on and develop a topic of importance. Important for HCP to wait until the client finishes stating the main concerns before attempting to focus. ● may be an idea or feeling; however, the HCP often emphasize a feeling to help the client recognize an emotion disguised behind words.

Answer 30

Focusing

Question 31

● Directing ideas, questions, and feelings to enable them to explore their own ideas

Answer 31

Reflecting

Question 32

● State main points to clarify relevant points discussed. This is useful at the end of an interview or to review a health teaching session. ● Often acts as an intro to future care planning

Answer 32

Summarizing or Planning

Question 33

Offering generalized oversimplified beliefs about groups of people that are based on experiences too limited to be valid

Answer 33

STEREOTYPING

Question 34

- Judgemental response imply that client is either right or wrong and HCP is in a position to judge this. - Deter clients from thinking through their position and may cause a client become defensive.

Answer 34

AGREEING AND DISAGREENG

Question 35

- Attempting to protect a person/ health care service form negative comments. - Clients have the right to grieviances. protect HCP from admitting weakness.

Answer 35

BEING DEFENSIVE

Question 36

- Giving response that makes clients prove their statement or POV. - These responses indicate that the HCP is failing to consider the client’s feelings, making the client feel it necessary to defend a position

Answer 36

CHALLENGING

Question 37

- Asking info out of curiosity or not in good faith. May violate client’s privacy. - Asking “why” is often probing and places the client in a defensive position

Answer 37

PROBING

Question 38

- Asking questions that make the client admit to something. - Responses permit the client only limited answers.

Answer 38

TESTING

Question 39

- Refusing to discuss certain topics. - These responses often make clients feel that the HCP is rejecting not only their communication but also the clients themselves.

Answer 39

REJECTING

Question 40

Directing communication into areas of self-interest rather than considering client’s concerns is often a self-protective response to a topic that causes anxiety.

Answer 40

CHANGING TOPICS

Question 41

- Using cliche or comforting statements of advice - These responses block the fears, feelings, and other thoughts of the client.

Answer 41

UNWANTED REASSURANCE

Question 42

- Giving opinions and approving response, moralizing, or implying one’s own values - These responses imply that the client must think as the HCP thinks, fostering client dependency.

Answer 42

PASSING JUDGEMENT

Question 43

- Telling client what to do. This denies clients right to be an equal partner. - Giving expert advice rather than common advice is therapeutic

Answer 43

GIVING COMMON ADVICE

Question 44

is similar to the planning stage before an interview

Answer 44

Pre-interaction Phase

Question 45

In most situations, the HCP has information about the client before the first face-to-face meeting. Such information may include the client's name, address, age, medical history, and/or social history.

Answer 45

Pre-interaction Phase

Question 46

also referred to as the orientation phase is important because it sets the tone for the rest of the relationship.

Answer 46

Introductory Phase

Question 47

During this initial encounter, the client and the HCP closely observe each other and form judgments about the other's behavior.

Answer 47

Introductory Phase

Question 48

The HCP helps the client to explore thoughts, feelings, and actions and helps the client plan a program of action to meet pre-established goals.

Answer 48

Working Phase

Question 49

The working phase has two major stages:

Answer 49

1. exploring and understanding thoughts and feelings, 2. facilitating and taking action.

Question 50

Often expected to be difficult and filled with ambivalence. If the previous phases have evolved effectively, the client generally has a positive outlook and feels able to handle problems independently.

Answer 50

Termination Phase (Resolution)

Question 51

Method used to terminate relationships

Answer 51

Summarizing or reviewing

Question 52

This may include reminiscences of how things were at the beginning of the relationship and comparing them to how they are now. can produce a sense of accomplishment

Answer 52

Summarizing or reviewing