Unit 6 Lesson 2: Are you Listening?

Question 1

in healthcare what does successful communication mean

Answer 1

In healthcare, successful communication means better care. Good communication is one of the most basic things you’ll need to learn to have a great career in allied health.

Question 2

What is an example of unsuccessful communication

Answer 2

As you and a friend are parting ways after school, you say “don’t forget to bring my book back when you come over tonight.” When your friend shows up, she doesn’t have your book. “But I told you after school to bring it,” you say. She didn’t hear you, so she didn’t know you wanted it back right now. Here is an example of unsuccessful communication. You had a message to get to your friend, and she did not get the message. Frustrating, right? What happened?

Question 3

What is a sender in a convo

Answer 3

When we communicate, one person, who we will call the sender, has a message they want to get to another person.

Question 4

What is the role of a receiver in a convo

Answer 4

The person who is supposed to get that message is known as the receiver.

Question 5

What is a message in a convo

Answer 5

The message is a verbal or non-verbal piece of information that the sender wants to communicate.

Question 6

How does a sender send a message?

Answer 6

The sender sends a message, which could be spoken words in person or on the phone, a text message, a gesture or facial expression, or some combination of these.

Question 7

What does the recvier do with the message, what is feedback

Answer 7

The receiver gets that message, interprets it, and then sends feedback —a response that indicates that the original message has been received.

Question 8

How does a sneder know that the message has gone through

Answer 8

When that original sender gets feedback, then they know that the message has gotten through.

Question 9

In the situation with your friend not hearing the message, what was missing?

Answer 9

Let’s think about it for a minute. There was a sender (you), a message (“bring my book”), and a receiver (your friend). But there was no feedback to signal that your friend had received the message. What if your friend heard you say something and replied, “sure, I’ll see you after dinner.” Then you might think that you got feedback. However, the feedback did not include the confirmation that she knows to bring your book—maybe she missed the part about the book. So feedback, at its best, confirms that the full message has been received. If your friend had said, “I can come, but I left your book at Thea’s house, so I’ll have to bring it Saturday” then you know she heard the message and was giving feedback that she could not bring the book.

Question 10

What happens in feedback that is complete and successful communication

Answer 10

n a complete and successful communication, the sender gets feedback that confirms that the message was fully received. This helps to avoid miscommunication. Without feedback, you can’t have the full circle of communication.

Question 11

What is Active listening

Answer 11

Active listening is a communication technique used in many professions to listen with full attention to the person speaking.

Question 12

What does using active listening techniques build

Answer 12

Using active listening techniques can build trust because people feel heard, avoid misunderstandings, and resolve conflicts.

Question 13

How to use active listening techinques

Answer 13

To use the technique of active listening, face your body toward the person you are listening to. Focus your whole attention on what they are saying and communicating through body language and tone of voice. If you must take notes during the conversation, just write down key words to jog your memory later so you can focus on the person in front of you. Be open to what they are saying—receptive—and use your own body language or verbal responses to signal that you are paying very close attention to what they are saying. Next, you can restate back what you heard, trying not to judge. If you have not fully understood, you can ask for clarification by stating, “I’m not sure what you mean when you say A, B, C,” and the person can clarify what they intended to communicate. You don’t agree or disagree with what the person has said—you just try to fully understand what they want to share.

Question 14

Steps in Active Listening. The first step is Stop all other activities; elaborate

Answer 14

Get ready to focus all your attention on the person speaking.

Question 15

Steps in Active Listening. The second step is Look at the person speaking; elaborate

Answer 15

Listen fully to what they are saying and observe their body language.

Question 16

Steps in Active Listening. The third step is Focus on what is being said; elaborate

Answer 16

Use memory to keep what the person is saying in your mind.

Question 17

Steps in Active Listening. The fourth step is Confirm your understanding; elaborate

Answer 17

Restate, paraphrase, clarify, and validate messages.

Question 18

Steps in Active Listening. The fifth step is Respond with your ideas or questions; elaborate

Answer 18

Give your own response only after you are sure you have fully understood the message.

Question 19

What are closed-ended questions

Answer 19

losed-ended questions —questions that must be answered with a yes/no or limited set of possible answers.

Question 20

How do closed-ended questions affect the convo

Answer 20

. Closed-ended questions bring the conversation to a halt, especially if the health professional is also not practicing active listening.

Question 21

How do closed-ended questions​ affect the amount of info gatherd

Answer 21

Closed-ended questions guide a conversation toward predetermined ends, meaning that information the questioner has not thought to ask will be left out of the discussion, limiting the amount of information gathered.

Question 22

What are open-ended questions

Answer 22

open-ended questions, or questions that require more than a one-word answer and don’t predetermine the range of answers.

Question 23

How do affect the reciver open-ended questions

Answer 23

. Open-ended questions help people open up and feel heard, and they encourage trust-building. They are a terrific tool to use along with active listening.

Question 24

Why do open-ended questions work so well

Answer 24

Open-ended questions also tend to sound less judgmental, which is important for communication in a medical setting. Your opinion is not the point—you want to gather information to help you help the patient, so open-ended questions are incredibly useful.

Question 25

Why should one avoid using “why” questions

Answer 25

It is also useful to avoid asking “why” questions, as these can seem judgmental.

Question 26

Why should one avoid using “why” questions. Give an example

Answer 26

If the nursing assistant had asked “why did you fall?” instead of “what happened?” it might have sounded like they were blaming the patient who then would probably be more guarded in their answers. No matter what opinion you have about the situation, try to set it aside and be open to all possible answers.