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S1 CCM 135 comm > Quiz 1 > Flashcards

Quiz 1 Flashcards

Chapters 1-3, 14

1
Q

3 types of communication

A

Oral, written, and nonverbal

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2
Q

Oral communication

A

Use of spoken words to exchange ideas
+ insatantaneous
- no written record, very fast paced with no time for thought/process

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3
Q

Written communication

A

Characters form sentences/ideas
+ provides proof and time for receiver to process
- immediate feedback not always possible, tone misinterpretation

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4
Q

Non verbal communication

A

No words, mainly gestures and body language
+ stronger, more believable that verbal. Adds emphasis
- can be misunderstood, cultural barriers

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5
Q

4 purposes of communication

A
  1. To inquire
  2. To inform
  3. To persuade
  4. To develop goodwill
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6
Q

Components of communication

A

Message sender - actual message - message transmission - message receiver - message interpretation - feedback

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7
Q

B.A.B.L.

A

Background of the receiver - Appearance of sender or sender’s communication - Barriers to effective communication - Language skills of the sender and of the receiver

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8
Q

B.a.b.l.

A

Knowledge, personality, experiences, interest, motivation

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9
Q

_b.A.b.l.

A

Sloppy or full of errors vs. professional and neat/correct

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10
Q

_b.a.B.l.

A
  1. Physical distractions (both receiver’s comfort and sender’s appearance- verbal/non and written)
  2. Emotional distractions can influence receivers interpretation
  3. Cultural and language differences- different understandings of polite, rude, abrasive, etc and inability to properly translate
  4. Electronic interruptions - multitasking usually splits attention negatively
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11
Q

_b.a.b.L.

A

How well the sender chooses correct words/gestures and how well the receiver intreprets intended message.

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12
Q

Intrapersonal communication

A

The way each person interprets info based on previous life experience

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13
Q

Interpersonal communication

A

Occurs between 2+ people

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14
Q

Miscommunication

A

Occurs when intended message does not equal actual message or interpreted message.

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15
Q

Effective communication

A
  1. Interpreted message = intended message
  2. Get wanted results
  3. Maintain goodwill
  4. Feedback ensures intended message = interpreted message
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16
Q

Maslow’s hierarchy of needs

A

Things which motivate all people’s behavior

5. Physical 4. Security 3. Social 2. Esteem 1. Self actualizing

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17
Q

Skills great communicators have

A
  1. Interpersonal skills (empathy)
  2. You-v-I attitude (always use the you-attitude)
  3. Positive attitude
  4. Good listener
  5. Maintain confidentiality
  6. Be considerate
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18
Q

Internal communication

A

Between people within a business

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19
Q

External communication

A

Transfer of information to/from people outside company

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20
Q

6 Cs of business communication

A
  1. Clear: clear communication to avoid misunderstanding
  2. Complete: no questions needed to clarify message. Be sure to answer who, what, when, where, why, and how in first go
  3. Concise: unnecessary words hamper communication
  4. Consistent: in face (sources), treatment (similar items the same- Mr, Ms, Miss), and sequence (arrangement abc, 123, etc)
  5. Correct: everything accurate
  6. Courteous: use you-attitude
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21
Q

Nonverbal communication categories

A

Paralanguage, kinesics, environment, touch, space

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22
Q

Paralanguage

A

The way people speak including tone, pitch, quality, rate of speech, laughter, tears, sighs, hesitations, etc

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23
Q

Kinesics

A

Body language (gestures, movements, and mannerisms) used to communicate as well as appearance, facial expressions, eye contact, and posture.

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24
Q

Environment

A

Either objects in our surroundings or surroundings themselves

25
Q

Touch

A

Haptic communication. Light or firm, handshake, back pat

26
Q

Space

A

Physical distance maintained with others. Very much depends on cultural norms, as well as receivers or communication and activities involved.

  1. Intimate distance: physical contact to 18”
  2. Personal distance: 18”-3’ casual/friendly
  3. Social distance: 3’-7’ workplace/social functions
  4. Public distance: 7’+ public speaking
27
Q

Listening definition and components

A

Hearing with thoughtful attention

  1. Hearing: physical ability to perceive sound
  2. Listening: filter out distractions in order to comprehend meaning of sounds
  3. Interpreting: analyzing sounds you comprehended
  4. Retaining: remembering interpreted sounds
  5. Recalling: using retained/interpreted sounds at a later time
28
Q

Passive listening

A

Concentrating at a low level or absorbing minimal amount required to stay involved in conversation - react mainly to speaker’s inflection or tone

29
Q

Active listening

A

Listening that requires high level of concentration because information get absorbed

30
Q

Listening barriers

A

Distractions that interfere with listening such as not concentrating, distractions, texting, “multitasking,” having preconceived thoughts and opinions, lack of interest, internal/external noise

31
Q

Listening skills (12)

A
  1. Concentrate on speaker’s message
  2. Use filters to manage and control noise
  3. Resist the urge to talk
  4. Focus on the message
  5. Listen with a positive attitude
  6. Turning good listening skills into effective communication
  7. Improving listening skills
  8. Paraphrasing info back to sender
  9. Evaluate your skills
  10. Prepare yourself physically and mentally
  11. Set listening priorities
  12. Make efficient use of time
32
Q

ISAFACT

A

Identify ideas and relationships
Summarize main points
Asses the correctness or validity of message
Formulate appropriate questions
Associate the speaker’s ideas with other know concepts
Consider specific ways the info may be used
Take notes to assist in better recall

33
Q

Oral communication requires

A
  1. Some amount and type of preparation
  2. A manner of voice projection
  3. A style or presentation
34
Q

Appearance (oral comm)

A

Proper attire/grooming, excellent posture, limited gestures, relaxed facial expressions (but still animated and enthusiastic), eye contact, no pacing or excess movement

35
Q

Pitch

A

Level of sound on a musical scale. Avoid too high (shrill) or too low (excessive resonance)

36
Q

Volume

A

Must be heard clearly in order to relay message, practice breath control

37
Q

Tone

A

Often reveals attitudes and feelings. Tone can substitute for facial expressions (when not available). Avoid monotone

38
Q

Tempo

A

Rate at which you speak, also should be varied. Good rate is 125 words per min

39
Q

Eununcation

A

Clarity of spoken word. Articulate each sounds. Speak slowly and distinctly, dont run your words together

40
Q

Pronunciation

A

The sound speaker gives to individual letters. Accents

41
Q

5 things to remember when introducing a speaker

A
  1. Use an appropriate, brief introduction
  2. Set the stage: convince audience that the speaker is qualified, worth knowing, and has something important to say
  3. Keep your eyes on the audience (dont face the speaker)
  4. End with the speaker’s name
  5. Make closing remarks brief and appropriate
42
Q

Preparation for a presentation requires:

A
  1. Analysis of audience (presentation should be tailored)
  2. Development of speech (intro, body, conclusions, questions)
  3. Preparation of notes, rehearsal, and anticaipation of problems
43
Q

Delivering presentation

A

Greet audience, dont read slides or notes, plan to use 5-10 minutes less than allotted (but be sure to be able to cut or add things depending on time)

44
Q

Fielding questions

A

Either after or during presentation, be polite but stay in control

45
Q

Managing stage fright

A

Converts anxiety into positive energy

46
Q

Evaluating presentation

A

Seek out constructive (positive or negative) criticism

47
Q

Culture

A

Customs, beliefs, lifestyles, and practices of a group of people

48
Q

Cross-cultural communication

A

Comm with people from a different culture

  • must understand/respect differences
  • be adaptable
49
Q

Domestic

A

One’s one country or something originating within or pertaining to one particular country

50
Q

International

A

Beyond national boundaries, involves 2+ countries

51
Q

Cultural competency

A

Skill set that allows us to increase out understanding and appreciation of cultural differences

52
Q

APTA cultural competence

A

Standard 1: PTAs shall respect the inherent dignity and rights of all individuals
1A: PTAs shall act in a respectful manner toward each person regardless of age, gender, race, nationality, religion, ethnicity, social or economic status, sexual orientation, health condition, or disability
1B: PTAs shall recognize their personal biases and shall not discriminate against others in the provision of physical therapy services

53
Q

Intercultural development continuum

A

Monocultural mindset to intercultural mindset

  1. Denial- misses differences
  2. Polarization- judges differences
  3. Minimization- de-emphasizes difference
  4. Acceptance- deeply comprehends difference
  5. Adaptation- bridges across difference
54
Q

Language barriers (8)

A
  1. Limit figures of speech and cliches
  2. Avoid trendy or fancy terms for standard words
  3. Use specific terms
  4. Be aware of multiple definition of words
  5. Avoid slang/jargon
  6. Avoid abbreviations or acronyms
  7. Use visual aids
  8. Keep it simple and clear
55
Q

When using an interpreter

A

Keep it simple and clear

Always ask for feedback

56
Q

Types of cultural differences

A

Time zones / perceptions of time - clothing - greetings - eye contact - non-verbal communications - gestures

57
Q

Types of non-verbal communications relating to cultural differences

A

Gestures/postures - silence - emotional expression - touch - physical appearance = spatial relations

58
Q

Cultural competence in therapy

A
  1. Establish rapport
  2. Understand patien’s condition and affect it has on their life
  3. Recognize patient goals
  4. Respect patient concerns and wishes

S1 CCM 135 comm (3 decks)

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