chapter 5 study

what do unprofessional attire, visible tattoos etc represent?

a negative message

empathy?

ability to understand what patient is feeling without feeling pitty.

feedback?

any response to a communication

bias, prejudice, and stereotyping?

are barriers to effective communication that directly relate to cultural diversity

attitudes

are opinions that develop from our value system

what are values?

are standards a person uses to measure importance of someone or something.

probing questions?

asking more questions to patient to gather more information

what are the three types of learning styles?

auditory, visual, and kinesthetic

guidelines for good listening?

avoid distractions, face speaker

verbal communication

based on words, sounds, and tone of voice

ethnocentric

believe that their cultural background is better than any other.

close-ended questions

can be answered with yes or a no.

race

classifying people based skin, color, shape of eyes.

culture

consists of the values, beliefs, attitudes passed through generations

holistic medicine

focuses on the whole patient and addresses the social, emotional, physical needs.

stereotyping

generalities applied to a group that are applied to an entire generation

auditory?

hearing

active listening?

involves paying attention completely to the speaker

kinesthetic?

ionvolves movement

ethnicity

is a classification of people based on national origin

sympathy?

is feeling sorry for the patient.

restating

is repeating the patient's message to him or her in your own words

what is character?

is the sum of values, attitudes and behavior that a person exhibits.

acquiring the abilty to use assertive behavior?

learn or teach others to learn new ideas in a way where they will not feel threatened

passive listening

listening to someone without having to reply (listening as a member of an audience)

assertive

make a point in a positive manner by standing firm by oners belief

what can you do with a really mad patient?

may need to take patient into a private office to calm him or her down.

reflecting?

patient's message back to the individual to ensure that you have understood him or her correctly.

visual?

seeing

what should be done with a patient who suffer from white coat syndrome?

should have blood pressure measured at the beginning and the end of the visit.

practicing assertive behavior ( to calm down)

take a few deep breaths, in unemotional tones,

behavior

the actions others based on attitudes

open- ended questions?

those that require more than yes or no response.

condescending?

to adopt superior attitude that you are better than others

assessment?

to determine the patient's problem

clarification

to requests more information in order to better understand what the patient has stated

aggressive

trying to impose point of view by manipulating others.

self awareness?

understanding the differences among others helps the medical assistant commuinicate more effectively.

bias

unfair preference or dislike of something

prejudice

unfavorable belief toward a certain culture or group with little information about them.