Unit 2 Chapter 5 Flashcards
active listening
received message is paraphrased back to the sender to verify the correct message was decoded
bias
slant toward a particular belief
body language
nonverbal communication that includes unconscious body movements, gestures, and facial expressions that accompany verbal messages
closed questions
questions answered with a yes or no
clustering
a grouping together of nonverbal messages into statements or conclusions
compensation
overemphasizing of characteristics to make up for a real or imagined failure or handicap
congruency
the verbal message and the nonverbal message must agree
cultural brokering
the act of bridging, linking, or mediating between groups or person through the process of reducing conflict or producing change
culture
the attitudes and behavior that are characteristic of a particular social group or organization
decode
to translate into language that is easily understood; to interpret
defense mechanism
behavior that protects the psyche from guilt, anxiety, or shame
denial
rejection of or refusal to acknowledge
displacement
displacing negative feelings onto something or someone else with no significance to the situation
encoding
creating a message to be sent
hierarchy of needs
needs that are arranged in a specific order or rank; sequential arrangement
high-context communication
communication style that involves great reliance on body language, reference to objects in the environment, and culturally relevant phraseology to convey an idea
indirect statements
means of eliciting a response from a patient by turning a question into a statement of interest
interview techniques
methods of encouraging the best communication between the applicant and the interviewer
kinesics
study of body language
low-context communication
communication style that uses few environmental or cultural idioms to convey an idea or concept. Ideas are spelled out explicitly
masking
attempt to conceal or repress true feelings or the message
open-ended questions
questions that encourage verbalization and response; questions that seek a response; questions that seek a response beyond a simple yes or no
prejudice
opinion or judgement that is formed before all the facts are known
projection
act of placing one’s own feelings on another
rationalization
act of justification, usually illogically, that one uses to keep from facing the truth of the situation
regression
moving back to a former stage to escape conflict or fear
repression
copying with an overwhelming situation by temporarily forgetting it; temporary amnesia
roadblocks
verbal or nonverbal messages that block communication
sublimation
redirecting a socially unacceptable impulse into one that is socially acceptable
therapeutic communication
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
time focus
defines the period of time that is important and to which an individual’s actions are directed or oriented
undoing
actions designed to make amends to cancel out inappropriate behavior
