Chapter 4 REVIEW Cine

In an medical setting, an appropriate space for a "comfort zone" is

3 to 4 feet

Why is a health care interpreter preferred over a family member when translation is needed?

A professional Interpreter is trained

Being patient and giving the speaker your full attention

Active listening

Which age group is most likely to be reluctant to divulge information or ask questions if someone else is present?

Adolescents and Teenagers

What is a "Comfort Zone" and why does it vary

Appropriate space, safe distance, Usually 3-4 feet

When communicating between yourself and members of your health care team

Be polite and cheerful Use tact and diplomacy Offer to help when needed

One-sided opinion

Bias

The majority of human messages are communicated by

Body Language

Slang or informal language

Colloquialisms

Transfer of information from one party to another

Communication

Process involving sender, receiver, message, channel and feedback

Communication Cycle

How can the meaning of spoken words change?

Cultural Backgrounds Perception Education

Why is it important to keep an open mind when dealing with patients of varied ethnic backgrounds?

Cultural sensitivity

Avoidance, displacement, projection, and rationalization are examples of

Defense mechanism

Behavior designed to protect oneself from a perceived threat

Defense mechanism

A person's appearance, expressions, and body language

Demeanor

Any patient with special needs should be treated with

Dignity Respect Caring

Unfair treatment of an individual or group

Discrimination

Negative feelings or behavior directed at a person who is not the source of a problem

Displaced Anger

Pronounce clearly

Enunicate

Racial or cultural background or influences

Ethnics

Good communicators focus only on themselves

False

If you become uncomfortable with a patient who is expressing his or her feelings, you should change the subject

False

It is best to use technical language when speaking to patients , so they believe you are knowledgeable

False

Nonverbal communication is usually conscious and intentional

False

One circumstance when rudeness is acceptable is if you are in a hurry

False

When asked to complete a new or unfamiliar task, it is acceptable to respond. "That is no in my job description."

False

When listening to a speech-impaired patient, it is ok to pretend to understand.

False

Verbal or non verbal response to an original message

Feedback

When does trust begin to develop between the physician and the patient?

First Interaction

A silent pause may be used to

Get attention Emphasize a message State feelings

What is active listening

Giving the speaker undivided attention

Eliminate background noise

Hearing impaired

Which of the following is an open-ended question?

How soon did the doctor say you need to schedule your follow-up?

Use simple words and short phrases, allowing plenty of time for the patient to digest what you have said

Impaired understanding

When interviewing a patient, what is the key to obtaining accurate information and what should you avoid?

KEY : Ask Open Ended questions. AVOID: Interrupting

A patient who is visually impaired

May need help filling out forms

Of all the professionals that make up a health care team, who has the most interaction with the patient?

Medical Assistant

What is the term used when a patient refuses to follow the doctor's treatment plan?

Non-Compliant

Communication tool that encourages patients to provide more information

Open-ended questions

When trying to encourage a patient to open up to talk, what type of feedback is recommended and why

Open-ended questions, allows patient to respond

Opinions or ideas based in an individual's awareness or point of view

Perception

Name and briefly describe the five levels of needs according to Maslow's hirearchy theory

Physiological Safety-Protection Love-Belonging Esteem Self-Actualization

What is the number one reason for the failure in a relationship?

Poor Communication

Judgement formed prior to gathering facts

Predjudice

A safe environment and a feeling of security are

Safety needs

What is a "double message"

Saying one thing but showing another with body language

Name the basic elements of the communication cycle

Sender, Receiver, Message, Channel, Feed Back

Look directly at the patient when you are speaking

Speech Impaired

List in order of importance, the top three ways humans communicate messages

Spoken Words, Body Language, Tonality

An attitude that all people in a particular group are the same

Sterotyping

Describe defensive behavior

Sub-Conscious, Anxiety, Guilt

Information that exists in the mind but cannot be measured is known as

Subjective

Name three of the "outward" signs of anxiety

Sweating, Shaking, Increased Heart Rate.

Name four forms of communication, including the most productive

Talking on the phone, Sending messages, Composing letters, Face to Face

Which of the following phrases is a response that may be effective in calming a patient who is upset about an insurance issue?

That's a difficult one, Let's see what we can do

A child often basis his or her opinions on past experiences and opinions expressed by the parents

True

A patient's body language usually depicts his or true feelings and emotional state

True

According to Maslow's Hirearchy of Needs, basic or physiologic needs, such as food water, air, and sleep must be met before moving on to other types of needs.

True

Communication is the transfer of information from one party to another

True

In the medical office, it is important to address the physician using the title "Doctor" unless instructed to do otherwise.

True

It is positive and professional behavior to avoid gossip, arguments and uncomplimentary statements about co-workers.

True

Negative communication could affect a patient's diagnosis and treatment

True

When communicating with patients and coworkers, medical assistants should be aware of cultural variations in beliefs and behaviors

True

Why do we all need to feel as if we are being listened to?

Understood, or validated

The use of language or spoken words to transmit messages

Verbal communication

Use verbal description

Visually impaired

When dealing with an anxious patient

acknowledge the patient's feelings of anxiety

Leaning forward, making eye contact, and giving your full attention to the speaker is part of

active listening

In an health care conversations, the "silent Phase"

can be beneficial if used wisely

The goal of all communication with patients should be to provide

effective customer service

The value we place on ourselves and the need to be respected are

esteem needs

What is reflective listening

mull over what has been said, to dwell

Refusing to following the doctor's instructions or treatment plan

non compliance

Sending a message without words

non verbal communication

When communication with others, it is important to remember

not to interrupt others when they are speaking

Dwelling on or considering what has been said

reflective listening

When dealing with an angry patient, the medical assistant should

remain calm

When a patient says one thing but exhibits a different response through body, this is know as

sending a double message

Individuals who have an impaired level of understanding

should be cared for with dignity

The economic status of a patient

should not affect the way the patient is treated

In your relationship with your supervisor

you should treat him or her different than your coworkers

Offering a toy or puppet may help in getting cooperation from

young children