Part I Ch 1-3 Flashcards

1
Q

Communication between the HCP and the patient (and family) that takes place to advance the patient’s well-being and care

A

therapeutic communication

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2
Q

3 purposes of therapeutic communication

A
  1. collect healthcare related info about the patient
  2. provide feedback in the form of healthcare-related information, education, and training
  3. assess the patient’s behavior and, when appropriate, to modify the behavior
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3
Q

Effective therapeutic communication is always characterized by these 3 things

A
  1. support
  2. clarity
  3. empathy
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4
Q

Successful transfer of a message and meaning from one person or group to another

A

communication

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5
Q

T or F. Both parties in the communication process (sender and receiver) must agree on the meaning of what is being communicated

A

T

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6
Q

___% of communication is nonverbal

A

70%

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7
Q

___% of communication involves the tone of voice

A

23%

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8
Q

___% of communication occurs by the chosen words

A

7%

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9
Q

There must be a ____ or consistency, between verbal and non-verbal messages

A

congruency

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10
Q

3 types of non-verbal communication

A
  1. kinesic
  2. proxemics
  3. touch
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11
Q

Non-verbal messages tend to appear in ___ or ____, like patient’s gestures, facial expressions, and posture may all work together

A

groups or clusters

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12
Q

Gaze patterns serves 3 primary functions

A
  1. monitoring
  2. regulating
  3. expressing
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13
Q

Gaze tends to be ____ in patients with mental health problems

A

averted

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14
Q

Direct eye contact in a normal conversation occurs for about ___ to ___% of the time

A

50-60%

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15
Q

The average length of gaze is usually less than ___ seconds

A

3 seconds

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16
Q

The average length of mutual gazes is less than about __ seconds

A

2 secons

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17
Q

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

A

40%; 75%; 8 seconds

18
Q

Gaze patterns in listeners last longer because of their function as a ____ and a way to indicate attention

A

social reinforcer

19
Q

Distance or about an arm’s length, between the HCP and the patient are commonly used in healthcare settings

A

personal distance

20
Q

Refers to the position of the body and limbs as well as muscular tone

21
Q

3 types of tone

A
  1. expressive
  2. directive
  3. problem solving
22
Q

Tone that is spontaneous, emotional and uninhibited

A

expressive

23
Q

Tone that is authoritative and judgmental; used to give orders, exert leadership or pass judgment

A

directive tone

24
Q

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

A

problem solving

25
How you say something; often just as important as what you want to say
emphasis
26
What we say to each other before we begin to discuss the business at hand
small talk
27
Small talk and commentary are best used to build and strengthen ____ with patients
rapport
28
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
29
Most important part of good listening
paraphrasing
30
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
31
To feel what another person is feeling; be able to put yourself in their shoes
empathy
32
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
33
Empathy builds ____, showing sympathy can show ____ between the HCP and the patient
empathy, sympathy
34
3 types of questions for patients
1. open ended 2. closed 3. multiple choice
35
Open ended questions usually begin with ___ or ___
how or what
36
Questions that provide the patient with alternative options from which to choose
multiple choice
37
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
38
T or F. It is appropriate to talk about yourself or your experience in the matter that concerns the patient
F
39
T or F. Telling the patient you know how they feel is the same as showing empathy
F
40
T or F. Telling patients you know how they feel is to one-up the patient, diminishing the significance of their feelings
T