M101 Communication Breakdown

Question 1

What reasons might be behind communication breakdown that are to do with the “self”? (PALE.ABBB)

Answer 1

Power, Agendas, Language, Ego

Attitude, Behaviour, Beliefs, Burnout

Question 2

What reasons might be behind communication breakdown that are to do with the “interpersonal”?

Answer 2

Culture
Hierarchies, Language
Rapport, Resistance

Question 3

What reasons might be behind communication breakdown that are to do with the environment?

Answer 3

Hierarchies
Noise
Policies   
Resources
Technology
Staffing issues

Question 4

What other reasons might be behind communication breakdown? (KALE.is.BS)

Answer 4

Knowledge, Agendas, Language, Expectations

Beliefs, Stress

Question 5

What are the consequences of communication breakdown?

Answer 5

Malpractice litigation, complaints
poor engagement, poor explanation, devaluing patients views, failing to understand patients perspectives
lack of trust, dissatisfaction, feeling rushed, ignored
death

Question 6

What does VEND stand for?

Answer 6

Validate, Empathise, Normalise, Diffuse

Question 7

In what situation are the steps in VEND applied?

Answer 7

a situation involving anger

Question 8

What does PACE stand for?

Answer 8

Pause, Ask Questions, Choose, Engage

Question 9

In what situation are the steps in PACE applied?

Answer 9

a situation involving a disagreement

Question 10

What are the three stages of the Traffic Signal Strategy?

Answer 10

Stop, Think, Respond

Question 11

What does ADOBE stand for?

Answer 11

Acknowledge, Discover, Opportunity, Boundaries, Extend

Question 12

In what situation are the steps in ADOBE applied?

Answer 12

a situation involving an angry patient