Chapter 7 Effective Communication
verb
a word in a sentence that expresses action or state of being
preposition
a word used to begin a prepositional phrase
interjection
a word used to express strong feelings or emotion
conjunction
a word used to join words or groups of words
noun
a word used to name things, including people, places, objects, and ideas
pronoun
a word used to take the place of a noun
What are open-ended questions?
allows CMA to verify that the information is accurate allow patients to express more about their feelings and perceptions
How should a CMA communicate with a child?
be a good listener do not provide words encourage self-talk use easy words be aware of situations that might scare them
What are the advantages of websites?
can answer some questions for patients can be quickly updated available 24/7
What is the goal of communication?
clear exchange of information between the sender and receiver
What is the distance between people when communicating influenced by?
culture, race, gender, age, and personality
What is active listening?
demonstrate listening by maintaing eye contact and providing feedback to indicate that you are listening and really thinking about what is being said
What are some ways to transmit a message?
depending on the information being conveyed, it can be through phone, in person, or e-mail
adjective
describes a noun or pronoun
adverb
describes a verb, adjective, or another adverb
What are the disadvantages of e-mail?
easy to send message to wrong person (breach of confidentiality) once message is sent, cannot be canceled all patients may not have access to e-mail
What does proper use of grammar do?
ensure that the message is organized well and communicated clearly inspires confidence in the sender
communication
exchange of information between a sender and receiver
What are the disadvantages of fax machines?
extra care must be taken to maintain confidentiality not all patients have access to fax machines
What are the 4 parts that are important in body language?
eyes mouth hands touch
What are the advantages of e-mail?
fast and less expensive can be sent to groups of people at once sender can verify that the messages were received staff is not making multiple phone calls or stuffing letters
sentence
group of words that express a complete thought
passive listening
hearing what the speaker is saying but not fully concentrating on the conversation
What is passive listening?
hearing what the speaker is saying but not listening with enough effort to become personally involved ex. looks at patient charts while chatting about the weather
stereotyping
holding the belief that all members of a culture or group are the same
What should a CMA do if the physical well-being of a patient is being a distracter?
if a family member or caregiver is present, give the information to him/her if not, provide written instructions for the patient to take home
When is feedback received when communicating face-to-face?
immediately through facial expression
How is the mouth involved in nonverbal communication?
jaw drops when surprised smiles firm/set jaw signals anger or impatience
punctuation
marks within and between sentences that separate, emphasize, and clarify the different ideas within a sentence of group of sentences
What are close-ended questions?
may make patient feel rushed patient may only provide minimal information
What are the advantages of fax machines?
message are sent and received rapidly inexpensive faxes are now considered forms of original and legal documents
What are some characteristics of voice mail?
message should be listened to at the same time everyday system should provide callers with the time they should expect their calls to be returned system should provide instructions for emergency situations the system is meant to help, NOT REPLACE, a receptionist
How can improper grammar be a distractor?
misunderstand the message being sent receiver may form a negative opinion about the sender
prejudice
negative opinion toward an individual because of the individual's affiliation with a specific group
What are examples of environmental distracters?
noisy room uncomfortable room temperature room with either poor lighting or flickering lights
What are the disadvantages of websites?
not everyone has access to the internet may require additional staff members to create and maintain the website
active listening
occurs when a listener maintains eye contact and provides responses to the speaker
What 4 things does verbal communication involve?
organizing a message prioritizing information sending the message evaluating whether the message was received
subject
part of a sentence that identifies who or what is being discussed
What are the 2 types of listening?
passive listening active listening
What are the advantages of voice mail?
people can call all day or at any hour to leave a message message can be retrieved from other locations length of the message is reduced because communication is only one way
What is the most important part of being a good listener?
providing feedback
What is echoing?
repeat the information and even demonstrate what is needed from the receiver
What are the three components of communication?
sender message receiver
How is posture and movement a form of nonverbal communication?
sitting=relaxed hands across chest= serious or angry fidgeting= anxious shivering= fear or cold
How are the eyes involved in nonverbal communication?
size of pupils increase with something is interesting looking down or away can be considered as submission, giving in, or wanting to avoid a situation eyes help create facial expression (fear, surprise, anger, disgust, happiness, & sadness)
How are the hands involved in nonverbal communication?
snapping fingers to get someone's attention or if you have an idea "thumbs up" pointing a finger at you
What are the disadvantages of voice mail?
some people want to speak to a person immediately some message will be incoherent
distracter
something that causes the sender or receiver to not give full attention to the message
grammar
study of words and their relationship to other words in a sentence
What does it mean to prioritize a message?
the information being sent must be categorized and arranged in a logical order
What happens when you are a good listener in terms of the patient?
the patient is more relaxed and ready to communicate establishes rapport
What are other nonverbal communication?
time: how long it takes to send a message silence: acceptance, nonacceptance, or not understanding sounds: NONVERBAL! groan, scream, sigh appearance: personal appearance must be professional. (ex. if a child does not have a coat on when it is cold, signifies neglect)
What 2 things must be clear to be an effective communicator?
verbal & nonverbal communication
feedback
verbal or nonverbal indication that a message was received
What are 4 types of electronic technology used by a CMA?
voice mail websites fax machines e-mail
What is nonverbal communication?
when expressions, gestures, and body movement are used to send the message
What is verbal communication?
when words are exchanged ex. speaking or writing
nonverbal
without using words
fax
written material is converted into electronic impulses transmitted by telephone lines
How is touch involved in nonverbal communication?
America: handshaking is when you first meet somebody; Europe: handshake is for everyday use hugs are saved for close relationships hand on the arm/shoulder/back/hands can convey comfort or support
How do you use numbers in writing?
1) 1-9 should be spelled out, 10+ should be written numerically 2) numbers that begin a sentence should be spelled out even if they are greater than 9 3) fractions standing alone should be spelled out; when several fractions are being discussed, write them numerically 4) ages are spelled out unless age is being referred to as a statistic (ex. Sam is twenty-two. Patients over 50 have ulcers.)
What 3 questions should a CMA consider when evaluating a message's effectiveness?
1) Did the receiver understand the message exactly as you intended? 2) Did you obtain the expected response from the receiver? 3) Did a relationship of mutual respect and trust develop between you and the receiver? *These questions can be answered through feedback and clarification*
What 2 conditions must be met in order to analyze a message?
1) Listener must be able to understand the message. This depended on the listener's vocabulary and attitude. When patients are listening to you confirm their understanding by paraphrasing, clarifying, validating, or encouraging them to repeat the message back to you 2) The listener must be willing to understand the message. They must put aside their prejudices and stereotypes.
What are 3 factors that influence a receiver's feedback and may cause obstacles to effective communication?
1) background of the receiver: personality, knowledge of subject, life experiences, interest i listening 2) appearance of the message or sender: must look professional; message should have good grammar and spelling 3) skills of the sender and receiver: the message should be based on the receiver's vocabulary and comprehension level
What 3 things should be considered when organizing a message?
1) best organization of information to convey the information 2) time frame for communicating the message 3) MOST IMPORTANT: ability of the recipient to receive the message clear, concise, and in words that both the sender and receiver can understand
What are 3 forms of nonverbal communication?
1) body language 2) posture and movement 3) personal space and distance
What should be kept in mind about the delivery of a message?
1) choose words carefully; don't use slang 2) be aware of the rate of your speech 3) ensure the message is clear and concise 4) do not be monotone; use inflection when making a point 5) match your tone to the message you are sending (serious tone for serious message 6) make sure you talk not too loud or too soft 7) give full attention to the listener
What are the 3 parts of being a good listener?
1) concentrate on the message 2) analyze the message 3) provide feedback
What items may be on a website?
1) directions to practice 2) hours of operation 3) practice philosophy 4) billing and insurance information 5) information on the medical staff 6) FAQ
What are 3 major distracters?
1) environment 2) use of good grammar 3) physical well-being of the receiver
What are the rules when using a fax machine?
1) health information should be faxed on when necessary 2) if using thermal paper, make a photocopy because the ink usually fades 3) always use a cover sheet 4) ask for the receiving office to confirm receipt of the material 5) if information is confidential, arrange for the recipient to be available when documents will be faxed
What is intimate space?
1-1.5 feet used during times of closeness ex. coddling a child
What is personal space?
1.2-2.5 feet used for personal conversations in a soft or moderate tone
What are the percentages of communication?
10% verbal 40% tone 50% body language
What is public space?
12-25 feet people are speaking in a group or giving lectures
What is social space?
2-4 feet used in the workplace ex. customer being helped by a salesperson
What percent of person-to-person communication is nonverbal?
90%
