Therapeutic Communications Flashcards
the person we think we should be and the person we would like to become
Ideal Self
how we want others to see us. we may have many public selves, depending upon the circle of people with whom we have contact. this is our reputation.
Public Self
the inner, natural self, authentic, and spontaneous. when you are most true to yourself and transparent to others
Real Self
the inner “shaming” voice.
Critic Self
knowing oneself as an individual
Self-Awareness
important points for effective team communication
Listen carefully to others
Explain their ideas clearly
Clarify others’ ideas as necessary
Express feelings in a nonthreatening manner
Check for feelings based on nonverbal cues
Initiate conversations with others if there appears to be tension
Encourage others to be effective communicators
HIPAA rules for both email and fax
be concise and to the point
respond in a timely fashion and answer all questions
use proper spelling and grammar
do not attach unnecessary files
do not write in CAPITALS
add disclaimers to the email or fax
read any email/fax carefully before sending
any clinical email/fax regarding a client should be copied and placed in the medical record
personal space parameters
Intimate - touching to 1 1/2 feet
Personal - 1 1/2 to 4 feet
Social - 4 to 12 feet
Public - 12 to 15 feet
finger-tapping gesture perceived meaning
Impatience, Nervousness, Rudeness
shrugged shoulders gesture perceived meaning
Indifference, Discouragement
rubbing the nose gesture perceived meaning
Puzzlement
whitened knuckles and clenched fists gesture perceived meaning
Anger
fidgeting gesture perceived meaning
Nervousness, Anxiety
refers to the sharing of information via the spoken word
Verbal Communication
information shared without spoken words
Nonverbal Communication
5 C’s of communication
Complete Clear Concise Cohesive Courteous
5 basic elements involved in the communication cycle
the Sender the Message the Transmission or Mode of Communication the Receiver Feedback
the Sender
begins the communication cycle by creating or encoding the message
the Message
the content to be communicated
the Transmission
how the message is actually sent
the Receiver
the recipient of the sender’s message. must decode the message
Feedback
occurs when the receiver and sender both verify their perception of the message
six questions to ask before entering a helping profession
Do you genuinely enjoy helping people in a therapeutic manner?
Can you feel comfortable assuming a “servant” role for those in need?
Will you be able to treat any person as a “guest” no matter what their special circumstances may be?
Can you be open to people and accept their differences?
Can you be firm, yet gentle?
Can you keep yourself out of a codependent relationship with those you help?
list six steps to successful professional communication
Focus your observation
Fully engage in listening
Become skilled in asking open-ended questions
Be intentional about affirming clients’ feelings
Avoid placing blame
Help clients ask questions and/or express their concerns
Therapeutic Communication
the interaction taking place between the provider and the client that is important to enhance both the physical and emotional needs of the client
Technical Skills
represent those specialized tasks taht are required to deliver and support medical care. it includes
Kinesics
study of the body and its static and dynamic position as a means of communication
health care professional should have three listening goals
to improve listening skills sufficiently so that clients are heard accurately
to listen for what is not being said or for information transmitted only by hints
to determine how accurately the message has been received
Health Insurance Portability and Accountability Act
government rules, regulations, and procedures resulting from legislation designed to protect the confidentiality of patient information
Social Media
forms of electronic communication such as Web sites or blogs that enable users to share content or to participate in social networking, sharing ideas, and personal messages
Self-awareness
knowing oneself as an individual
A provider who stands over a client can be viewed as intimidating and assuming a position of
Superiority
Which of the following is most important regarding team communication? Collaboration Distraction Emailing all information Making assumptions
Collaboration
Which of the following is true about therapeutic communication?
Specific and well-defined professional skills are required
There is no influence by personal feelings of self
It takes place only in verbal communication
It does not change with culture
Specific and well-defined professional skills are required
Which of the following best defines effective listening?
It is the passive part of communication, making it unimportant
It requires concentration and is very active
It comes naturally to most individuals and is the easiest part of communication
It pays attention only to the spoken word
It requires concentration and is very active
Who must provide release of information consent before patient information can be provided through email?
Client
Sam has a mental image of himself as being kind and empathetic, and is aware that his deep voice carries, so he tries to talk softly. What do you call this mental image?
Self-awareness
Communication using electronic media does not easily evaluate which of the following. Cultural diversity Nonverbal cues Listening skills Content credibility
Nonverbal Cues
a PCP might use social media to remind everyone to get a flu shot
True
False
True
A PCP might use social media to report laboratory results to a patient.
True
False
True
HIPAA has very specific guidelines for electronic transmission of the clients’ _____.
Personal health information
Many health care providers now offer patients the option of receiving communications and setting appointments via social media.
True
False
True
Effective team communication is always more effective face-to-face.
True
False
False
Effective team communication is
built on trust
Choose the answer that best defines the following statement: Cultivates a positive outlook. Attitude Competency Attention to detail Communication
Attitude
The primary sensory skill involved in verbal communication is
listening
______ is often used to express deep feelings that are impossible to express verbally, but healthcare professionals must be sensitive to a client’s level of acceptance to it.
touching
How are technical skills best described?
They include specialized tasks that are required to deliver and support medical care
Which of the following is true about email communication?
Emails should be concise and contain a disclaimer.
Emails are completely private and risk free.
Email communication is casual.
It is acceptable to use slang and unapproved abbreviations in emails.
Emails should be concise and contain a disclaimer
The goals of effective listening include all of the following EXCEPT
determining how accurately the message was received
hearing clients accurately
listening to what is not being said
providing a response that offers a solution
providing a response that offers a solution
The ___ is most likely either spoken or written.
Message
Therapeutic communication involves both professional and ___________ skills.
technical
One characteristic of empathy is that it
identifies with the client and feels what he or she is feeling
There are multiple ways to transmit a message.
True
False
True
Because body language and facial expressions can be very personal and culturally based, nonverbal communication is rarely misinterpreted.
True
False
False
Becoming skilled in professional interactions requires
caring about the client
What percentage of communication accounts for what is actually being said?
7%
Jenna learned many positive social skills from her former teacher, Mrs. Adams. Which of the following terms would describe Mrs. Adams? Role model Informant Acquaintance Friend
Role Model
Choose the answer that best defines the following statement: Does not include unnecessary information. Conciseness Clustering Congruency Cohesiveness
Conciseness
According to experts, what percentage of communication is nonverbal?
70%
Steven’s mom died of cancer when he was 16 years old. He now leads a support group for children whose parents have cancer. Which of the following is the best explanation for why Steven relates to these children? Life Experiences Culture Mentorship Economic Factors
Life Experiences
Professional Skills inculde
communication, presentation, empathy, attitude, competency, integrity, and attention to detail
Professional Communication
written communication is clear and concise and reflects clinic image
nonverbal communication reflects acceptance, values client, and expresses willingness to help
Presentation
Appears dressed and groomed appropriately
Demeanor or outward behavior and conduct is respectful
Expresses kindness, caring, and respect
Empathy
Identifies with client, feels what client is feeling
Attitude
Cultivates a positive outlook, supportive
Competency
knowledgeable, skilled, competent in performing skills, dependable, demonstrates initiative, desires to continue to learn
