Part I Ch 1-3

Question 1

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

Answer 1

therapeutic communication

Question 2

3 purposes of therapeutic communication

Answer 2

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

Question 3

Effective therapeutic communication is always characterized by these 3 things

Answer 3

1. support
2. clarity
3. empathy

Question 4

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

Answer 4

communication

Question 5

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

Answer 5

T

Question 6

___% of communication is nonverbal

Answer 6

70%

Question 7

___% of communication involves the tone of voice

Answer 7

23%

Question 8

___% of communication occurs by the chosen words

Answer 8

7%

Question 9

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

Answer 9

congruency

Question 10

3 types of non-verbal communication

Answer 10

1. kinesic
2. proxemics
3. touch

Question 11

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

Answer 11

groups or clusters

Question 12

Gaze patterns serves 3 primary functions

Answer 12

1. monitoring
2. regulating
3. expressing

Question 13

Gaze tends to be ____ in patients with mental health problems

Answer 13

averted

Question 14

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

Answer 14

50-60%

Question 15

The average length of gaze is usually less than ___ seconds

Answer 15

3 seconds

Question 16

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

Answer 16

2 secons

Question 17

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

Answer 17

40%; 75%; 8 seconds

Question 18

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

Answer 18

social reinforcer

Question 19

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

Answer 19

personal distance

Question 20

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

Answer 20

posture

Question 21

3 types of tone

Answer 21

1. expressive
2. directive
3. problem solving

Question 22

Tone that is spontaneous, emotional and uninhibited

Answer 22

expressive

Question 23

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

Answer 23

directive tone

Question 24

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

Answer 24

problem solving

Question 25

How you say something; often just as important as what you want to say

Answer 25

emphasis

Question 26

What we say to each other before we begin to discuss the business at hand

Answer 26

small talk

Question 27

Small talk and commentary are best used to build and strengthen ____ with patients

Answer 27

rapport

Question 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

Answer 28

T

Question 29

Most important part of good listening

Answer 29

paraphrasing

Question 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

Answer 30

emotion

Question 31

To feel what another person is feeling; be able to put yourself in their shoes

Answer 31

empathy

Question 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

Answer 32

sympathy

Question 33

Empathy builds ____, showing sympathy can show ____ between the HCP and the patient

Answer 33

empathy, sympathy

Question 34

3 types of questions for patients

Answer 34

1. open ended
2. closed
3. multiple choice

Question 35

Open ended questions usually begin with ___ or ___

Answer 35

how or what

Question 36

Questions that provide the patient with alternative options from which to choose

Answer 36

multiple choice

Question 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

Answer 37

F

Question 38

T or F. It is appropriate to talk about yourself or your experience in the matter that concerns the patient

Answer 38

F

Question 39

T or F. Telling the patient you know how they feel is the same as showing empathy

Answer 39

F

Question 40

T or F. Telling patients you know how they feel is to one-up the patient, diminishing the significance of their feelings

Answer 40

T