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Pharm 127 (brainrot) > Week 6 > Flashcards

Week 6 Flashcards

1
Q

Components of interpersonal communication

A 
– Audience-sensitive language 
– Organization
– Nonverbal
– Active listening
– Empathy
– Questioning 
– Assertiveness
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2
Q

audience sensitive language

A

patient friendly
appropriate and respectful

1) Words matter -make ppl feel excluded/stereotyped
2) Language changes - values change, call it a dart
3) Mindset matters - dont let fear of word get in way of comm (dont get mad when ppl correct word)
4) Person first - ID person, person living with HIV
5) Be inclusive
6) Be specific
7) Be critical - is their race relevant in desc

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3
Q

nonverbal comm

A

1) eye contact - culturally defined for appropriateness
2) kinesis - body mvmnt diff things in diff cults
3) facial expressions - anger suprise etc
+childs face tells it all
+ kids learn nonverb first - extra imp body lang
4) Appearance - clean well dressed pharmacy - inc patient trust
5) proxemics - how close stand
+b4 COVID 1ft1/2
+prefessional judgment
6)haptics - cult defined (firm handshake, some places touch dissrespect)

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4
Q

paralanguage

A 
non lexical component of speech
rate
ptich/ var in tone
volume (cult defined)
vocal fillers (um)
quality (tempo, rhythm)
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5
Q

Silence carries meaning

A

NA and europeance

-UM

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6
Q

nonverbal suggestions (6)

A
  • Smiling & friendly facial expression
  • Open & warm body language
  • Varied eye contact
  • Appropriate distance
  • Barrier free
  • Moderate & varied voice
  • Professional appearance
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7
Q

Active listening

-steps (5)

A

need understand messages patients are trying to convey

1) attending
2) understanding
3) evaluating
4) responding
5) remembering

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8
Q

reflective responses

A

demonstrate empathy

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9
Q

barriers and gateways to comm

Carl Rogers & Fritz Roethlisberger

A

barriers
-tendancy to evaluate
+heightened when emotions are elevated
+evaluate approve dissprove of actions

gateways
listening with understanding
see from their POV

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10
Q

ARGUMENTS golden rule

A

assume speakers frame of reference

  • restate their ideas and feelings
  • do not continue until they agree you have captured their perspective

SPEAKER FEELS HEARD
SHOWN EMPATHY

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11
Q

speaker fails to communicate when

A

listener dosent understand

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12
Q

clsoed questions

A

yes or no

advance closure
setting + or - frame of mind
testing understanding
opening Qs in convo

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13
Q

open ended

A

lengthier sometimes more time efficient

dev convo
dev understanding
dev unaknowledged need

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14
Q

probing questions

A

reqs sensitivity to verbal and non verbal
used to build on responses
useful when more detail needed

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15
Q

when use probing

A

-Nonverbal communication does not match verbal communication
-you suspect nonadherence and want to assess compliance
-You think there may be barriers (physical or emotional) to a patient
taking their medication as prescribed
-You suspect a patient may need support
- A patient gives you a vague response
- A patient has already made a (perhaps unfounded) decision

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16
Q

expert in quesitoning for what

A

medication reviews

17
Q

quesitoning process

A

1) closed (start convo est direction)
2) open ended (gather more information
3) probing (want detail)
4) closed (end)

18
Q

assertiveness

A

stating opinions, needs, and feelings
standing up for your rights
clearly comm what need

• Honest, appropriate expression of feelings, opinions and needs while respecting the feelings, opinions and needs of others

19
Q

why ppl avoid assertive

A

think it comes off as agressive

20
Q

Confrontation

A

say that they are being aggressive, you are uncomfortable, and you wont tolerate it (assertive) [soften with empathetic lead in]

21
Q

saying no

A

can soften by saying, “ill contact the prescriber ……”

22
Q

rude patients

A

1) dont take personally - person having hbad day
2) clarify concerns - empathy
3) pacience - we know a lot that patient dosent
4) explain delays
5) tone it down - useing soft voice causes other to tone it down too

23
Q

men comm

A

est position or status

24
Q

women comm

A

create closeness/rapport

25
Q

women qualiffy

A

hedge
i kind of feel..

hesitations
uh can i have a moment of your time

26
Q

women soften statements

A

Tag quesitons
its about time we got started isnt it

disclaimers
-probably shoudlnt say this bu

27
Q

women vs men in workplace

A

start at deficit
start at bottom rung
given fewer opportunitites

28
Q

workplace dynamics changing?

A

yes

29
Q

men comm to establish position and resolve problems

A

ture

30
Q

women communicate to connect

A

true

31
Q

do men and women communicate differently

A

yes

32
Q

diffs in comm btwn men and women mayb impact success and compesnation at work

A

Pharm 127 (brainrot) (6 decks)

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