Vocab Flashcards
Communication
Highly complicated inter-personal process of people relating through conversation, gestures, appearance, behavior, writing and at times silence
Customer
Someone who buys goods or services from a business
Client
A service requiring some degree of confidentiality
Active listening
Listening carefully to what they are saying
Contact point
Physical location to which a customer goes to obtain a service
Attitude
The tendency to move towards a situation or away from it
Skill
Ability to do something well as a result of talent training or practice
Verbal
Speaking in a good tone, volume and intensity
Nonverbal
Facial expression, physical proximity, gestures and voice tone are included
Acceptance
The patient has found peace with the diagnosis or prognosis
Anger
Looks for a cause or fixed blame
Bargaining
Wish for extension of life or later relief of pain
Bereavement
State of having suffered a loss by death
Coping
Adjusting to or solving challenges
Denial
The person cannot believe the diagnosis or prognosis
Depression
Sense of great loss of the impending loss of being
Empathy
The ability to imagine oneself in another’s place and understand the other’s feelings, desires, ideas and actions
Grief
The emotional feeling of pain and distress that a person experiences as a reaction to loss
Hospice
Philosophy of care for the dying
Morgue
A place where dead bodies go
Mourning
Outward, social expressions of grief
Mortality
Number of deaths in a given time or place
Palliation
Relief of symptoms when cure is no longer possible
Postmortem
After death
