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52 Cards in this Set
- Front
- Back
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Types of Communication |
- verbal - non-verbal |
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Types of Nonverbal Communication |
- body language - eye contact - voice - touch - appearance - personal space |
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True or False Non-verbal communication is linked to culture. |
True |
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How do we use nonverbal communication? |
- to reinforce verbal language - to contradict words - to complement words - to emphasize words |
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Nonverbal skills are strong predictors of... |
- confidence - popularity - socio-emotional well-being |
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Nonverbal communication is primarily relational. It is a way to... |
- project a desired image - define kinds of relationships we want with others - convey emotions |
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True or False Verbal communication is more easily misunderstood than nonverbal communication. |
False |
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True or False Facial expressions conveying positive feelings are easier to read than those conveying negative feelings. |
True |
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Behaviours that differ from culture to culture include... |
- patterns of eye contact - personal distance - some gestures ("OK") |
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Behaviours that are universal include... |
Smiling and frowning. |
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Women, in general, are... |
- more nonverbally expressive - better at recognizing other's nonverbal behaviour - more eye contact - interact at closer distances - express more emotions through facial expressions |
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Men, in general, are... |
- more likely to lean forward in conservations - require and are given more space - more likely to stand at an angle when conversing - use more expansive gestures |
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It is suggested that clothing conveys at least 8 types of messages to others, including... |
1. economic level 2. educational level 3. trustworthiness 4. social position 5. sophistication level 6. social background 7. level of success 8. moral character |
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Proxemics |
The study of how people and animals use space. |
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Intimate Distance |
Ranging from skin contact to 45cm. |
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Personal Distance |
Ranging from 45cm to 1.2m. |
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Social Distance |
Ranging from 1.2 to 3.6m. |
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Communication Definition |
The process of conveying information from a sender to a receiver with the use of a channel in which the communicated information is understood by both sender and receiver. |
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Encoding |
Refers to the intellectual activity that occurs when one tries to put thought, feelings and emotions into words. |
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Decoding |
Refers to the intellectual activity involved in trying to understand the messages one receives. |
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Active Listening |
Receiving information and reflecting this information back to the sender to promote full understanding of the message sent. |
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"Not Hearing" |
- ignore - pretend - yeah - uh-huh - right - only hear certain parts - listen for facts only - ignore nonverbal cues - tune out part of message - hear what we want to hear |
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"Hearing" |
- pay attention - focus energy on words - paraphrase - seen by others to be listening - let speaker know you are following |
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"Listening" |
- empathize and understand - listen for full understanding of content and feeling - see world from speaker's point of view - use emotion and intellect - seek first to understand |
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Perception |
Process by which we gather information about the world and give meaning to this information. |
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Three Stages of Perception |
1. Sensing and selecting 2. Ordering 3. Interpreting and evaluating |
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Sensing and Selecting |
We select certain information for processing. |
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Ordering |
- to provide sense of order to stimuli we have selected to observe - organize by relating the information to what we already know |
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Interpreting and Evaluating |
- assigning meaning to the organized information and draw conclusions to better predict future events - subjective process |
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Three factors that influence the accuracy of our judgments. |
1. First impressions 2. Stereotyping 3. Differing roles |
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Barriers to Accurate Perception |
- influenced by what is most obvious - cling to first impressions - assume others are similar to us |
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Empathy |
Ability to project oneself into another person's point of view, so as to experience the other's thoughts and experiences. |
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Sympathy |
Compassion for another's situation. |
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How many positions are there in the pillow method of empathy? |
5 |
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Position One |
I'm right, you're wrong. |
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Position Two |
You're right, I'm wrong. |
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Position Three |
Both right, both wrong. |
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Position Four |
The issue isn't important. |
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Position Five |
There's truth in all perspectives. |
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Establishing Initial Rapport |
- greet patient and obtain name - introduce self and clarify role - demonstrate interest and respect - attend to patient's physical comfort |
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Identifying Reasons for Consultation |
- identify patient's problems with opening quesiton - listen attentively without disrupting |
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Exploration of Problems |
- encourage patient to tell story in own words - listen - facilitate verbally and non-verbally - pick up verbal and non-verbal cues - clarify patient's unclear statements - periodically summarize - use concise, easily understood comments |
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Explanation of Procedure |
- describe what is going to happen - ask if patient has questions - speak to patient in clear language - explain sequence of events |
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During MRI |
- ensuring comfort of patient - awareness of non-verbal communication - maintain comfortable rapport with patient |
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Presentation to Radiologist |
- present clearly and concisely, pointing out main facts - when scanning with rad in room, keep communications calm and be aware of patient |
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Closing Session |
- describe to patient what you are able to tell them (within scope) - let patient know plan (report from doctor) - final check that patient is comfortable with plan and has any questions |
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Using Appropriate Non-Verbal Behaviour |
- eye contact and facial expressions - posture, position and movement - vocal cues (rate, volume, tone) - do not interfere with dialogue - demonstrate appropriate confidence |
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Developing Rapport |
- accept legitimacy of patient's views and feelings; don't judge - use empathy - provide support - deal sensitively with embarrassing topics |
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Involving the Patient |
- share thinking to encourage involvement - explain rationale for questions that may seem unrelated - during procedure, explain process and ask permission |
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Collaboration Definition (Way, Jones, Busing) |
An interprofessional process of communication and decision making that enables the shared knowledge and skills of the health care providers to synergistically influence the patient care provided. |
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Collaborative Team |
- working group based on relationship of interdependence - requires recognition of complementary roles - respect for each discipline's scope of knowledge |
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Collaboration |
- belief that quality patient care is achieved by contribution of all care providers - based on knowledge and expertise - patient is included in team |
