Process of communication

Question 1

What is communication?

Answer 1

it is a complex interpersonal activity involving transmitting messages from a source to the receiver

Question 2

What are the three elements of communication?

Answer 2

verbal
vocal (tone, rate, pitch, volume)
nonverbal

Question 3

What does communication do?

Answer 3

influences behavior
shares information
expresses self

Question 4

What are the 9 principles of communication?

Answer 4

With others

Can be intentional or unintentional

Always sending messages

It is irreversible

It is unrepeatable (not with precision)

SENT does not equal RECEIVED message

More does not equal better

Is learned

Question 5

Break down communication into percent for verbal, vocal, and nonverbal.

Answer 5

7% from verbal
38% from vocal
55% from nonverbal

Question 6

What are the two models for communication?

Answer 6

LINEAR MODEL

CIRCULAR TRANSACTIONAL MODEL

Question 7

Explain what the linear model of communication is and list its limitations.

Answer 7

Involves a sender, message, and a receiver.

sender encodes and expresses message, receiver observes, hears, and decodes

ONE DIRECTIONAL

Limitations:
not all communication is conscious
not all communication flows in one direction

Question 8

give some examples of linear communication.

Answer 8

TV, e-mail (not personal, but spam and newsletters), diagnostic reports

anything that does not allow a response

Question 9

Explain the circular transactional model of communication and list its limitations

Answer 9

is continuous
involves:
FEEDBACK: given back to sender based on interpretation by receiver
CONTEXT: internal and external factors
VALIDATION: both parties develop understanding

Limitations:
Environmental effects
Physical, physiological, psychological
subjectivity and complex

Question 10

What is therapeutic communication?

Answer 10

purposeful form of communication that involves the specialized application of basic communication principles in order to promote patient’s health and well-being

Question 11

What is the purpose of therapeutic communication?

Answer 11

Provide new information
Correct misinformation
Promote understanding
Explore options
Assist in decision making
Facilitate patient well being

Question 12

What is the difference between hearing and listening?

Answer 12

Hearing: sensory process by which sounds are transmitted to the brain

Listening: dynamic process by which sounds are heard AND interpreted

Question 13

What is active listening?

Answer 13

dynamic, interactive process that involves hearing and decoding messages and providing feedback to convey understanding

Question 14

What does the active listening process involve?

Answer 14

receiving
observing
perceiving
interpreting

Question 15

How can you improve receiving?

Answer 15

decrease external/internal interference (including biases)

Use attending behaviors (posture, eye contact, relaxed, face person)

Question 16

How can you improve observing information?

Answer 16

watch carefully for nonverbal cues

indicate acknowledgement

Question 17

What is perceiving?

Answer 17

perceiving information:
consider content (who, what, when, where)
identify underlying feelings

Question 18

What is interpreting information?

Answer 18

listening for themes

works towards understanding

Question 19

When should you use silence?

Answer 19

when you want:
information to sink in
want them to respond
want to draw out information
when you need time to think
when deciding how much detail to give

Question 20

When do you not want to use silence?

Answer 20

when you are trying to assure someone

in response to a question that needs an answer

if you are avoiding

if something comes up that is awkward

Question 21

how long should a silence be?

Answer 21

no more than 15 secs

Question 22

What should you consider regarding who when you use silence.

Answer 22

who you are talking to and how they will perceive silence in a situation.