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9 Cards in this Set
- Front
- Back
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empathy
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helper becomes keenly attuned to the patient's feelings to understand them fully while maintaining a sense of one's own separateness
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open-ended questions
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questions structured to encourage the patient to share information and feelings
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closed-ended questions
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information-gathering questions that require only a one-word or very brief answers
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active listening
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accepting what the speaker has said, analyzing it, and reflecting back your understanding of what was heard
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clarification
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increasing the understanding of what the patient is trying to communicate
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silence
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allowing time for the patient to gather thoughts and ponder a topic without interruption
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reflection
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verbally giving back the feeling part of the patient's communication to help focus on the feeling tone
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nonverbal communication
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overt behavior that indicates listening and attention
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congruent communication
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body language, facial expression, and verbal content all expressing the same thing
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