S2 Communication in the Workplace

Question 1

Understanding the communication process helps us develop these 3 skills

Answer 1

1. conflict resolution
2. team competence
3. customer service

Question 2

Process of transferring information from one person (or group of people) to another person or group of people

Answer 2

communication

Question 3

Factors that affect how a message is received and understood (or misunderstood) by others

Answer 3

noise

Question 4

Examples of noise

Answer 4

language or culture of the sender and receiver; method by which the message is sent (for example, over the phone, in person, by e-mail); the voice that is used to convey the message; the importance of the communication or the interest level to the receiver; timing of the message, the environment, including noise sound levels; emotional and/or physical state of the receiver; educational level of the sender/receiver; listening style used by the receiver.

Question 5

The person sending the message

Answer 5

encoder

Question 6

Refers to the intellectual activity that occurs when you put thoughts, feelings and emotions into words

Answer 6

encoding

Question 7

The medium through which the message is being transmitted; the encoder must decide how the message will be delivered.

Answer 7

channel medium

Question 8

Choosing the channel for the message is very important because it sets the ___ and ___ the message carries.

Answer 8

tone; level of importance

Question 9

The person who receives the message

Answer 9

decoder

Question 10

The intellectual activity that occurs when trying to understand a message

Answer 10

Decoding

Question 11

The ____ provides feedback in various ways, such as smiling, nodding, agreeing verbally or adding to the comment for clarity.

Answer 11

receiver

Question 12

Communication including how we use our body, voice and environment to get a message across to someone else

Answer 12

non-verbal communication

Question 13

Examples of non-verbal communication

Answer 13

distance, environment, posture, hand gestures, facial expressions, personal appearance

Question 14

The study of distance; spatial distances between individuals in different cultures and situations.

Answer 14

proxemics

Question 15

Anthropologist ____ has examined the relevancy of distance in communication in different cultures and socio-economic groups.

Answer 15

Edward T. Hall

Question 16

Hall’s work identifies these four “zones” related to communication and distances

Answer 16

1. intimate
2. personal
3. social
4. public

Question 17

18 in; conversation between close friends

Answer 17

intimate

Question 18

18 in to 4 ft; casual conversation

Answer 18

personal

Question 19

4 to 12 ft; impersonal business matters

Answer 19

social

Question 20

12 feet and beyond; large group presentations

Answer 20

public

Question 21

The ____ helps the person concentrate (or not) on what you have to say, in addition to setting an atmosphere for listening and for feeling importan

Answer 21

environment

Question 22

T or F> When you want someone to pay attention, a quiet environment is more conducive than a loud one

Answer 22

T

Question 23

Other environmental factors that should be recognized and eliminated or reduced to improve the communication process

Answer 23

1. echos
2. long distance
3. poor lighting
4. temperature
5. visual noise or distractions
6. auditory noise

Question 24

Refers to the use of body movement, or the body as a whole, in communication; can include gestures, facial expressions, gaze patterns, touch and body position

Answer 24

kinesics or body language

Question 25

4 examples of kinesics

Answer 25

1. posture
2. hand gestures
3. facial expressions
4. personal appearance

Question 26

3 elements of verbal communications

Answer 26

1. vocabulary or jargon
2. clarity
3. organization

Question 27

It is critical that communication in healthcare is free of ____ jargon

Answer 27

technical

Question 28

Achieved when you express yourself in such a way that the meaning or message is clear to the patient, and that they have received the information to the level you wish them to understand

Answer 28

clarity

Question 29

How we ____ our thinking increases our ability to provide clear, factual and direct communication with our patients

Answer 29

organize

Question 30

Each of us has a preferred way of making sense out of spoken messages, this is our _____ style

Answer 30

listening style

Question 31

Listening is actually a complex process of 5 steps

Answer 31

1. receiving
2. interpreting
3. remembering
4. evaluation
5. responding

Question 32

Healthcare professionals who develop their ____ are better able to: understand other points of view and/or concerns, de-escalate intense emotions, convey respect and encourage respect in return.

Answer 32

listening skills

Question 33

Listeners who prefer to focus on the emotions and feelings communicated verbally and nonverbally by others

Answer 33

relational listeners

Question 34

Listeners who withhold judgment, listen to all sides of an issue, and wait until they hear the facts before reaching a conclusion.

Answer 34

analytical listeners

Question 35

Listeners who prefer to listen for the facts and evidence to support key ideas and an underlying logic; they also listen for errors, inconsistencies, and discrepancies.

Answer 35

critical listeners

Question 36

Listeners who look at the overall structure of the message to see what action needs to be taken; they also like efficient, clear, and concise messages.

Answer 36

task-oriented listeners

Question 37

Research suggests that effective listeners are __ rather than __ when listening.

Answer 37

active; passive

Question 38

T or F. Active listening means focusing on what the person is saying, not guessing what they will say next and not thinking of your response.

Answer 38

T

Question 39

Active listeners ____ what the encoder has said to ensure that they have captured the essential pieces of the conversation.

Answer 39

paraphrase

Question 40

When you leave a voice message, ensure that you have clearly expressed these 5 things

Answer 40

who, what, where, when and why

Question 41

Barrier to effective communication: letting pre-formed biases, prejudices, stereotypes and expectations cause us to hear what we want to hear instead of listening to what is actually said

Answer 41

selective listening

Question 42

Barrier to effective communication: focusing on own needs rather than on the needs of others; the message is about them, and no one else

Answer 42

being self-absorbed

Question 43

Don’t include confidential ____ in emails, which can be forwarded to other recipients

Answer 43

confidential

Question 44

3 cultural barriers

Answer 44

1. status
2. body language
3. ethnocentrism

Question 45

Sometimes we feel superior to other cultures because of the high value we place on our own culture, called ___

Answer 45

ethnocentrism