Terminology 2nd W1

Question 0

answering service

Answer 0

services employed to answer the calls of an ambulatory care setting after hours; unlike an answering machine, a live operator answers the call and forwards it appropriately

Question 1

active listening

Answer 1

received message is paraphrased back to the sender to verify the correct message was decoded

Question 2

bias

Answer 2

slant toward a particular belief

Question 3

body language

Answer 3

nonverbal communication that includes unconscious body movement, gestures, and facial, expressions that accompany verbal messages

Question 4

buffer words

Answer 4

expendable words used while answering the telephone

Question 5

cellular phone

Answer 5

short range portable device

Question 6

closed questions

Answer 6

questions answered with a yes or no

Question 7

cultural

Answer 7

microorganisms cultivated in a nutrient medium

Question 8

defense mechanisms

Answer 8

behavior that protects the psyche from guilt, anxiety, or shame

Question 9

denial

Answer 9

rejection or refusal to acknowledge

Question 10

enunciate

Answer 10

speaking clearly; articulating

Question 11

etiquette

Answer 11

manners, politeness, proper behavior

Question 12

jargon

Answer 12

words, phrases, or terminology specific to a profession

Question 13

modulated

Answer 13

speech that varies in pitch and intensity

Question 14

open-ended questions

Answer 14

questions that encourage verbalization and response; questions that seek a response beyond yes or no

Question 15

prejudices

Answer 15

opinion or judgment that is formed before all facts are known

Question 16

regression

Answer 16

moving back to a former stage to escape conflict or fear

Question 17

roadblocks

Answer 17

verbal or nonverbal communications that block communication

Question 18

screening

Answer 18

evaluating patient symptoms to determine emergent needs

Question 19

therapeutic communication

Answer 19

use of specific and well-defined professional communication skills to create a feeling of comfort for patients even when difficult or unpleasant information must be exchanged.