Chapter 6 Applying Communication Skills

Front 1

4 Basic steps of Critical Thinking

Put these in order 21, 22, 23, and 24

Back 1

1. Determine just what the problem is & write it down.

2. Gather facts & ideas to help you decide what to do about it.

3. List possible decisions & what you think each outcome will be.

4. Prioritize your decision & begin testing one by one until results are satisfactory to you & others concerned.

Front 2

2. 4 E's in dealing with children

Back 2

1. Encouragement

2. Empathy

3. Enlistment

4. Education

Hint 2

Evidence is not

Front 3

3. When eroding with a pediatric patient, instead of saying deformity, it is recommended that you say

Back 3

Appearance

Front 4

4. When eorking with Older Patients, you should

Back 4

Greet them warmly and by first name...

Front 5

5. The Provider (physician )

Back 5

Will discuss abnormal results, or serious health conditions directly with the patient & family

Front 6

6. When providing the patient education, your first task is to:

Back 6

Assess the patient ability to comprehend the instructions, cultural diversity, developmental life stages & communication barriers.

Front 7

7. Why document?

Back 7

Promotes continuity & consistency in care, improves efficiency & mimizes professional liability.

Front 8

8. All communications

Back 8

Needs to be respectful & professional.

Front 9

9. 4 Essential Truths of Human Interactions

Back 9

1. Different people have different working styles.

2. Be aware of your co-workers sensitivity & talor your communication to be appropriate.

3. You prefer some people other others.

4. You can't judge a book by it's cover. Avoid forming opinions about other people without getting to know them first.

Hint 9

All people appeal to you equally is not one of the four

Front 10

10. Assertive

Back 10

In communicating with others, you should be......

Front 11

11. Organization Chart

Back 11

Is updated at any time there are personnel changes.

Front 12

12. Phrases that help Resolve Conflict

Back 12

1. That would upset me as well.

2. I understand what you're saying.

3. I can see why you'd feel that way.

4. I know this is really frustrating to you.

5. I'm sorry.

Front 13

16. Bulletin Boards

Back 13

In areas, such as staff room & eating room.

Front 14

13. Human Resource Department

Back 14

For personnel management & payroll, in a large medical group, the office might be also supported by.....

Front 15

17. Meetings

Back 15

Are usually held in the medical office, either before or after patient care hours, & announced far enough in advance, so the arrangements can be made for staff to attend.

Front 16

Do's...... True

Back 16

Maintain eye contact.

Ask open- ended questions

Front 17

Don't.....True

Back 17

Avoid political or religious discussion.

Front 18

18. Evaluation

Back 18

Work performance is made on a annual basis & filed in your permanent employment record.

Front 19

32 Evaluation forms

Back 19

Outline the most important qualities & abilities needed for the job & include a section for strengths & weakness to be listed.

Front 20

19. Performance goals

Back 20

That you accomplish your duties & objectives and attain an high level of job performance.

Hint 20

Working completely independently is not a recommended personal performance

Front 21

31. In- service training

Back 21

Examples of this includes classes on CPR , sterile techniques, and using computer software

Front 22

5 steps to defuse & resolve the matter

Know these in order 36, 37, 48 39 and 40

Back 22

1. Let the patient vent.

2. Express empathy to the patient.

3. Being problem solving.

4. Mutually age on the solution.

5. Follow up.

The tone of your voice goes a long way. Ask patient questions to clarify the situation. Be careful to not make a promise. You'll score big points by following- up with your patient.

Front 23

14. Which of the following is a example of a petty difference?

Back 23

Disagreement on one's choice of clothing

Front 24

15. It's almost always best to take which of the following issue to the office managers?

Back 24

A coworker habitual tardiness that affects the practice

Front 25

20. Demonstrating __________ will help you advance in your career.

Back 25

Resourcefulness

Front 26

25. Reflective communication

Back 26

Communication that affords opportunities to examine vendors and interactions, acts as a verbal "mirror", and restate what a patient had said for clarification by all parties.

Front 27

26. Cultural competencies

Back 27

Social groups influencing a person's culture and self identify

Front 28

27. Patient Advocate

Back 28

Promotes and protects the rights of patients

Front 29

28. Assertive communication

Back 29

Type of communication born of high self esteem

Front 30

29. Managing provider

Back 30

Physican in a medical group who assumes the management role of all the physicians in the group

Front 31

30. Office Manger

Back 31

Person someone referred to as a practice manager

Front 32

33. Aggressive communication

Back 32

Communication style in which individuals express their feelings and opinions and advocate for their needs in a way that violates the rights of others

Front 33

34. Patient education

Back 33

When you provide this, you may use verbal instructions, printed materials, and electronic format

Front 34

35. Performance goals

Back 34

Creating these gives you ownership of your aspirations, achievements, and objectives