Part I Ch 1-3 Flashcards
Communication between the HCP and the patient (and family) that takes place to advance the patient’s well-being and care
therapeutic communication
3 purposes of therapeutic communication
- collect healthcare related info about the patient
- provide feedback in the form of healthcare-related information, education, and training
- assess the patient’s behavior and, when appropriate, to modify the behavior
Effective therapeutic communication is always characterized by these 3 things
- support
- clarity
- empathy
Successful transfer of a message and meaning from one person or group to another
communication
T or F. Both parties in the communication process (sender and receiver) must agree on the meaning of what is being communicated
T
___% of communication is nonverbal
70%
___% of communication involves the tone of voice
23%
___% of communication occurs by the chosen words
7%
There must be a ____ or consistency, between verbal and non-verbal messages
congruency
3 types of non-verbal communication
- kinesic
- proxemics
- touch
Non-verbal messages tend to appear in ___ or ____, like patient’s gestures, facial expressions, and posture may all work together
groups or clusters
Gaze patterns serves 3 primary functions
- monitoring
- regulating
- expressing
Gaze tends to be ____ in patients with mental health problems
averted
Direct eye contact in a normal conversation occurs for about ___ to ___% of the time
50-60%
The average length of gaze is usually less than ___ seconds
3 seconds
The average length of mutual gazes is less than about __ seconds
2 secons
Speakers spend about __% of their time gazing at the listener and listeners spend about __% of their time looking at the speaker with each gaze averaging about __ seconds
40%; 75%; 8 seconds
Gaze patterns in listeners last longer because of their function as a ____ and a way to indicate attention
social reinforcer
Distance or about an arm’s length, between the HCP and the patient are commonly used in healthcare settings
personal distance
Refers to the position of the body and limbs as well as muscular tone
posture
3 types of tone
- expressive
- directive
- problem solving
Tone that is spontaneous, emotional and uninhibited
expressive
Tone that is authoritative and judgmental; used to give orders, exert leadership or pass judgment
directive tone
Tone that is rational, objective, and unbiased; used to show listener that we are using the analytical portion of our brains to come to the correct answer
problem solving
How you say something; often just as important as what you want to say
emphasis
What we say to each other before we begin to discuss the business at hand
small talk
Small talk and commentary are best used to build and strengthen ____ with patients
rapport
T or F Make sure you talk to the patient and not at the patient as a way to show respect for them and their concerns
T
Most important part of good listening
paraphrasing
In paraphrasing, HCP should also try to convey something of the ____ that is inherent in what the patient said and not simply mechanically repeating back what the patient said
emotion
To feel what another person is feeling; be able to put yourself in their shoes
empathy
To have an awareness of what another person is feeling, and to feel sadness or pity at that other person’s suffering, feeling sorry for that person
sympathy
Empathy builds ____, showing sympathy can show ____ between the HCP and the patient
empathy, sympathy
3 types of questions for patients
- open ended
- closed
- multiple choice
Open ended questions usually begin with ___ or ___
how or what
Questions that provide the patient with alternative options from which to choose
multiple choice
T or F. It is appropriate to give advice to a patient on any issue other than that for which the patient has made the visit
F
T or F. It is appropriate to talk about yourself or your experience in the matter that concerns the patient
F
T or F. Telling the patient you know how they feel is the same as showing empathy
F
T or F. Telling patients you know how they feel is to one-up the patient, diminishing the significance of their feelings
T
