Chapter 4- The Art of Communication

Demeanor

An outward bearing or behavior.

What is Repression?

An unconscious reaction in which the person seems to experience amnesia in order to block the problem from the mind. It could manifest as forgetfulness and is the minds way of defending against mental trauma. This is not the same as outright lying.

What is Aggression?

Belligerent, combative attitude, such as lashing out by verbally attacking in order to a void or diminish their role in wrong doing.

What is the most common form of communication?

Body language

Name the top three ways humans communicate:

Body language, tonality, spoken word

What is Perception?

Cultural or ethnic backgrounds, and a variety of other factors also impact the meanings of some words. Perceptions are based on awareness or assumptions that people make and on their point of view as they discern what is being said.

What are different communication barriers?

Language, cultural differences, economic status, age, gender

Active Listening

Listening is not the same as hearing. In an office setting, we hear many sounds through the day. Active listening involves being patient while the message is spoken and giving the speaker your undivided attention.

What are colloquialisms?

Meaning slang or informal works such as "gonna"

What is Displacement?

Unconscious transfer or redirection of unacceptable emotions, feelings, or thoughts form self to someone or something else. Channeling negative feelings to an unrelated area in order to feel a sense of control in situations that are not controllable.

Give an example of a closed question.

Were you referred by a physician?

Give and example of an open-ended question.

What is the name of the physician referring you?

What is Regression?

Withdrawing from an unpleasant circumstance by reverting to an earlier, more secure time in life either mentally or behaviorally. Usually this is done when a person feels desperate and powerless over whatever is causing the pain.

What is reflective listening?

You need to dwell on, mull over, and even study or weigh out what has been said. Listen to not only the words, but the speakers tone of voice and body language in order to receive the message correctly, clearly and affectively.

List and describe the communication cycle.

1. Sender- formulates and organizes thoughts, prioritizes and categorizes information. 2. Message-length is determined and time frame in which is to be delivered (contains what is needed to communicate) 3. Channel- verbal or nonverbal communication (method of sending the message) 4.Reciever - uses active listening skills (recipient getting the message and interpreting it) 5. Feedback - repeating, restatement, examples or questions

What does prejudice mean?

A judgment that is formed prior to gathering all facts.

What is Apathy?

Demonstrating disinterest or indifference to what is happening. Do no care.

What is subjective information?

Exists in the mind, but cannot be measured; affected by personal views, moods, attitudes, opinions, experience and back around. Example: pain

What is objective information?

Information that can be seen or measured. Example: B/P

What is bias?

Opinion that is one sided, and your judgment is negatively influenced.

What is a double message?

Patients say on thing, but show a completely different response with their body language.

What is Silent Pause?

People are often uncomfortable with periods of silence during a conversation, but they can be very beneficial. Controlled silence is a well-placed pause that can be used to get someone's attention, emphasize a message, reiterate or restate thoughts, add additional information.

What is Projection?

Taking unacceptable desires, thoughts, or impulses and falsely attributing them to others instead of admitting that they are connected to how a person feels.

What is communication?

The transfer information from one party to another. The exchange takes place between a sender, and a receiver.

What is stereotyping?

To hold an attitude that all people from the same ethnicity are the same.

Voice Tone

To pitch, quality, and range within which you speak determine the overall tone. Voice tone and other non-language sounds such as laughing, sobbing, sighing, and grunting often provide more information than words themselves.

Enunciate

To speak clearly and to pronounce words properly.

What discrimination?

Treating an individual or group unfairly based on category into which they all fall.