Quiz 1- Ch 5 Flashcards
What are the levels of communication?
1) Intrapersonal level
2) interpersonal level
3) small group discussion
4) organizational communication
What is intrapersonal level communication?
- beginning of communication
- absorb information from enviro and begin to develop and formulate our thoughts and ideas
What is interpersonal level communication?
- as soon as we send a message to another person
- one-on-one communication
- opportunity for misinterpretation begins
What is small group discussion
- commuication with more than one other individual
- Ex: team meetings, family meetings
- People enter with different goals, objectives and backgrounds
- chance for misinterpretation and conflict increase
What is organizational conflict?
- communication between several groups
- occurs when several groups within a facility meet to discuss problems or establish policies
- Egos, personal agendas, and professional differences may all interfere
Describe client sensitive or patient first language
- Do not think about clients as their illness or disability- reinforces emotional detachment
- People are not their impairments
- Acknowledge their individuality and totality is part of a therapeutic outcome
- Watch choice of words, tone, and volume
What is mindfulness?
- Being present in the moment
- Attend fully to each task
- Involves: self assessment, clearing of their minds of mental clutter, so they can focus on the present moment
- they welcome uncertaintigy and difficult pts become interesting
- rely on knowledge of self and client
What are barriers to mindfulness?
emphasis on explicit rather than tacit knowledge
time constraint
desire to maintain emotional distance from clients
How do you develop mindfulness?
- actively listen to patients
- observe and learn from mentors in clinical settings
- practice meditation
- maintain personal journal of their client encounters to reflect and learn from actions in practice
- take a minute to focus on client and give attention to client
What is active listening?
-involves being alert and receptive to both verbal and nonverbal communication cues.
What should you DO when actively listening?
- eliminate physical and mental distraction
- Strive to appear relaxed and interested in what the clients have to say
- Listen to their stories
What should you AVOID when actively listening?
- reviewing medical record and previous documentation
- taking copious notes
How does active listening impact conflict?
- can diffuse conflict
- can affirm what clients are experiencing is normal and understandable
- when providers upset, take control of their actions and not blame others
- meditation, mindfulness, and/or reflective writing are ways to experience less burnout on the job
What is paralanguage?
- body language
- tone of voice
- pacing of speech
- facial expressions
- touch
- spatial distances/proxemics
Describe written communication?
- very important for health care setting
- describe client progress
- justify treatment and request equipment to third parties
- communicates with other health care providers involved in pt care
- written instructions and recommendations given to clients in home care programs
- Advantage: printed material more permanent
What are things you should do in your written communication
- Keep your target audience in mind
- ensure information is clear, concise, understandable, and legible
How is electronic communication impacting health care?
- Transforming way health care professionals and clients gather info and interact with one another
- Videoconferencing possible- can lead to health appoints over internet to avoid additional clinic visits
What are important considerations when using electronic forms of communication?
- transmission can be intercepted by unintended audiences
- confidentiality is paramount concern
- clients can get inaccurate date from internet
- email need to be very clear- non-verbal absent so verbal very important
- in email use formal salutations and closings, appropriate technology, correct punctuation, and dictionary spelling for words
- proofread email, correct areas for miscommunication
- email can become part of medical records
How does electronic communication impact clients?
- detriment or boon for people with disabilities
- Not everyone is computer literate or has access
- help clients gain access to electronic aids such as print magnifiers, talking computers, and other forms of assistive technology can improve health and wellness
What are the levels of conflict?
1) Personal
2) interpersonal
3) intragroup
4) intergroup
What is personal conflict?
- occurs within individual
- ex: adhere to supervisor suggetstion or confront the supervisor to discuss the situation
- interrole conflicts at personal level- ex: nurse who ignores call lights to leave on time because children need to be picked up on time or gets a late fee (parental role vs professional role)
What is interpersonal conflict?
- conflict with two or more individuals who exhibit conflicting values or beliefs
- Ex: nursing home staff vs residents’ family members
What is intragroup conflict?
-exists when members within a group disagree with each other as to what course of action should be taken
Ex: Family, all with different backgrounds, trying to make a decision about parents, one who has progressing Alzheimers and one who is the care taker
What is intergroup conflict?
- Arises between two more groups of people, departments, or organizations that have conflicting beliefs or needs
- Ex: hospital staff want pt to dc to transitional care unit, but family wants pt to dc home
