Yr 1 SM2 FINAL Examination Review

Question 1

What is communication?

Answer 1

The act or process of using words, sounds, signs or behaviors to express or exchange information or to express your thoughts, ideas or feelings to two or more people.

Question 2

What is communication referred to as?

Answer 2

The act of one or more persons receiving and sending messages that is within context, have an effect and provide an opportunity for feedback.

Question 3

Give some reasons why communication is important.

Answer 3

Establishes trust between patient and doctor
It is act of professionalism
It allays patient anxiety and fear
It aids in a better diagnosis
Leads to a greater patient satisfaction

Question 4

List the factors that lead to communication breakdowns.

Answer 4

Miscommunication regarding patient condition
Problems on making patient documentation
No quality proper patient handovers
HCP are present at different sites
Failure to listen to others on the healthcare team
Failure for healthcare team to speak up
Failure to read the patient record.

Question 5

State the components of the communication process.

Answer 5

The message
The channel
The listener
The interference
Feedback
The situation
The speaker

Question 6

Describe the models of communication.

Answer 6

Aristotle’s Model - (SMR)- Sender, Message, Receiver
Lasswell’s Model - (WWCW)- Who, What, Channel, Whom
Berlo’s Model: (SMCR)- Speaker, message, channel, receiver
Shannon- Weaver Model - CRIDT- Information source, transmitter, channel (noise), receiver, destination.
Contemporary Model - CEMMRD - Communicator, encoding, message, medium (noise), receiver, decoding.

Question 7

List the four dimensions communication takes place.

Answer 7

Physical, cultural, social/physiological context, temporal context.

Question 8

Explain the four dimensions in which communication takes place.

Answer 8

Physical - the tangible or concrete environment in which communication takes place.
Cultural- the communicators rules, norms and beliefs.
Social/ physiological context- refers to the factors such as status relationships with participants, level of friendly, formality and humor.
Temporal- refers to the time of day as well of the historical context of the communique.

Question 9

List the two types of oral communication and give a brief definition of each.

Answer 9

Verbal - involves written and oral communication.
Nonverbal- the non-linguistic transmission of information via visual, auditory, tactile and kinaesthetic channels.

Question 10

Give some examples of non- verbal communication.

Answer 10

Visual cues such as:
Haptics - hand movement
Kinetics - physical movement
Proxemics - use of social space
Vocalics - use of vocal cues such as pitch and rate
Chronemics - dominance
Appearance
Oculescis - eye movement

Physical appearance
Body language
Tone of voice
Gestures
Posture
Facial expressions

Question 11

Define Kinesics.

Answer 11

Deals with the use of physical movement to communicate.
Body language.

Question 12

Define Proxemics.

Answer 12

The social use of space in a communication setting.
Culture plays a major role.

Question 13

Define Haptics.

Answer 13

The use of touching as a means of facilitating communication.

Question 14

Define Chronemics.

Answer 14

The use of patterns of dominance or deference in a conversation.

Question 15

Define appearance.

Answer 15

The communication role played by a person’s looks or physical appearance.

Question 16

Define Oculesics.

Answer 16

Communication via eye movement.

Question 17

Non- verbal communication can be divided into what two aspects?

Answer 17

Vocal- focuses on pitch and rate
Non vocal- focuses on body language, environment, attire.

Question 18

Define Professionalism.

Answer 18

A set of norms endorsed by a collective community. It is characterized by a personal high standard of competence and it includes how a person promotes or maintains the imagine of that profession.

Question 19

Why is online professionalism important?

Answer 19

It involves a set of qualities such as commitment, integrity, individual responsibility, compassion and accountability.

Online disinhibition
The inequality of the doctor patient relationship.
Relationship to general professionalism.

Question 20

What are some negative aspects of online environment and medical professionalism?

Answer 20

Violations of patient confidentiality and privacy
Defamation
Individual consequences
Detriment to the profession on a whole.

Employment discrimination
Denial of insurance coverage
Social stigmatization

Question 21

List three aspects of online disinhibition.

Answer 21

Invisibility - online environment where you can’t see each other. You don’t have to worry about how you look and sound when typing a message.
Dissociative imagination- people may feel that the imaginary characters they create exist in a different space, seperate and apart from the real wold
Dissociative anonymity- people identity not easy to determine online; either altered or non- existent.
Asynchronicity- online interaction does not take place in real time

Question 22

State some guidelines for use of social media as it pertains to online professionalism.

Answer 22

Follow your organization social media guidelines
Do not partake in any malicious or unsubstantiated online comments
Do not bully or harass.
Don’t not form online relationships with patients
Review your privacy settings for all your social media platforms

Question 23

Define culture and respect.

Answer 23

— Culture is a set of customs, traditions and values of a society or community.
— Respect is positive feeling or actions towards someone special. It is also the process of honoring someone by exhibiting care, concern and consideration to someone’s feelings or needs.

Question 24

Define health disparities.

Answer 24

Difference in treatment of persons of different race, ethnic, or religious groups that is not justified by the underlying health condition of the patient.

Question 25

Describe LEARN in the medical vs patient model

Answer 25

L- Listen with sympathy and understanding of the patient perception of the problem.
E- explain your perception of the problem
A- Acknowledge and discuss similarities and differences
R- Recommend a treatment
N- Negotiate a treatment plan

Question 26

When does stereotype effect occurs?

Answer 26

When cues in the environment make negative stereotypes associated with an individual group status salient.

Question 27

List some effects of stereotype threat.

Answer 27

Adherence to treatment - diminished ability to process information and follow treatment instructions
Communication - increase anxiety and arousal impairs patient ability to communicate.
Discounting feedback - patient may ignore vital information of they feel stereotyped.
Disengagement - avoiding HCP
Disidentification - detachment from identity and reduce motivation to adhere to instructions
Reinforcing of stereotypes -

Question 28

What is conflict?

Answer 28

A disagreement within oneself or between people that cause harm or have the potential to cause harm.

Question 29

List some origins of conflict.

Answer 29

— when our needs are not met
— when there is a clash of perception, goals and values
— when there is a disagreement of a common purpose
— when our needs are in opposition to others
— when a party challenges your decision
— when a party priorities are different.

Question 30

List some factors contributing (that can cause) to conflict.

Answer 30

— health care systems are complex
— anger and frustration with patients
— diversity with knowledge, power and control
— social diversity with patients and providers.
— expressing negative opinion of colleagues in front of patient and other colleagues.

Question 31

Define and describe avoidance (in conflict resolution)

Answer 31

— head in the sand kind of people.
— low assertiveness and cooperation
— unlikely to satisfy anyone’s concern.

Question 32

State some disadvantages of avoidance (conflict resolution)

Answer 32

1. Temporizing
2. Frustrations results from a lack of action
3. Little to no input
4. Issues will fester.

Question 33

Give the definition of Accommodation and list some disadvantages.(Conflict Resolution)

Answer 33

— Known as the whatever you want people
— Low assertiveness but high cooperation
1. One’s input is ignored
2. Resentment can result from this later down.
3. One who uses this has a reputation of a ‘push over.’

Question 34

Define compromise and give the 2 characteristics (Conflict resolution)

Answer 34

1. Known has let’s split the difference kind of people.
2. Moderately assertive and cooperative
3. Moderately satisfies peoples concerns
4. Known as both parties win and give up something.

Question 35

List some disadvantages of Compromise (Conflict resolution)

Answer 35

1. This option is seen as feeble and indecisive
2. Issues are still unresolved, solutions are short lived and fragile.
3. Creative, collaborative options are still not discovered.

Question 36

Define Competition and give some of its disadvantages. (Conflict Resolution)

Answer 36

1. Known as the this is my way or the high way people.
2. Highly assertive, mildly cooperative.

Disadvantage:
1. A environment can be created with fear and a lack of transparency
2. Feedback from individuals is unlikely
3. Issues resurface because people do not feel heard.

Question 37

Define collaboration and List some disadvantages of collaboration.

Answer 37

— Known as the lets work it out together people
— High assertive and cooperative.
— Known as ‘ both parties win’

1. It takes longer to develop an agreeable outcome
2. The approach is overused and leads to frustration for persons needing a decision as soon as possible.

Question 38

State reasons why collaboration is preferred?

Answer 38

— The best outcomes are achieved when parties involved in the problem work toward resolution in a collaborative way
— Allows parties to maintain relationships and create long- lasting, mutually satisfying outcomes.
— Parties focus on the interest or needs that lie beneath the conflict rather than focusing on individual positions.
— More timely and cost- effective
— the goal is to work toward a resolution that allows everyone to get what they need and not to try win or defeat an individual.

Question 39

List the three types of conflict.

Answer 39

Task conflict - conflict regarding outcome or content of a task.
Relationship conflict- conflict due o clash of personalities.
Process conflict - disagreement about how to do a task.

Question 40

List the phases of conflict.

Answer 40

Phase 1- conflict occurs and results in frustration or anger
Phase 2 - occurs when the involved parties attribute a cause for the conflict
Phase 3 - the behavioral response to the cause attributed in phase 2
Phase 4 - the behavioral response leads to a suboptimal outcome.

Question 41

List the practical steps for resolving conflict.

Answer 41

1. Acknowledge and manage your emotions.
2. Active listening
3. Focus and align your interest not position
4. Maintain solid and positive working relationships.

Question 42

What are the models of communication?

Answer 42

1. Linear model - communication that involves sending message from speaker to listener
2. Exchange model- communication in a two way process, involves feedback.
3. Contextualized model - add dimension of situation or surroundings.

Question 43

What are some positive aspects of online environment and medical professionalism.

Answer 43

Establish national, regional and international networking.
Engage patients in public health and policy discussions.
Facilitate patients access to information about health and services.

Question 44

What does the stereotype effect triggers?

Answer 44

Anxiety
Negative emotions
Arousal
Reduction in performance expectations, effect and working memory capacity.

Question 45

List the steps to take when listening to another person to avoid communication and conflict?

Answer 45

1. Listen to what is fully being said.
2. Do not plan your response.
3. Listen to what is important to the speaker. At what points is he upset, angry, excited or have emotions? What matters to the speaker?
4. Check in with the speaker to ensure you got the right message.
5. Pause and think of what else you may need to know.
6. Ask clarifying questions
7. Respond to the speaker.

Question 46

Define Vocalics.

Answer 46

The use of vocal cues to communicate.

Examples: pitch, crying, rate of speech, loudness, crying, laughing, yawning.

Question 47

List the strategies used in a communication setting with a LGBTQUIA patient.

Answer 47

1. Use gender based Knowlegde
2. Clarify why certain information needs to be asked
3. Emphasize patient confidentiality
4. Eduacate yourself on the common sex practices of the LGBTQUIA community and their common terminology.
5. Educate your staff and colleagues
6. Evaluate the non- verbal cues in the practice environment.