Week 5: communication and conflict negotiation

Question 1

What is communication?

Answer 1

A reciprocal interactional process which occurs in an environment where people share meaning verbally and non verbally

Question 2

What are some ways to make communication effective?

Answer 2

• body language
• ensure congruence between verbal, non-verbal, and para-verbal messages.
• active listener
• use correct language
• keep communication concise
• avoid eliciting defensiveness

Question 3

Being a good communicator starts with:

Answer 3

knowing yourself

Question 4

To be a good communicator, we should have some idea of:

Answer 4

• how we are perceived by others
• having a basic knowledge of personality types
• see the situation through the other person’s point of view

Question 5

What are the top 3 things a patient cares about?

Answer 5

• clear and concise directions
• friendly service
• knowledgeable therapist

Question 6

What are 6 barriers to good communication?

Answer 6

language
emotions
environment
timing 
perception
filtering

Question 7

How do we “listen” to our patients?

Answer 7

• focus on what they are saying
• use body language
• use confirming response
• restate or summarize what the patient is saying
• ask question
• respond constructively
• respond appropriately

Question 8

How do we “talk”” to our patients?

Answer 8

• encourage open-ended questions
• be specific
  be positive
• keep calm
• ask the patient for a summary
• try to resolve conflicts, not win them

Question 9

How do we “email” a patient?

Answer 9

• emails should not replace verbal communication
• treat emails as records of your professional history
• reply in a timely fashion
• keep it focused on business
• think carefully and thoughtfully before you press send

Question 10

What are some examples of managing challenging encounters?

Answer 10

• address early and in private
• speak to the person you have a problem with
• display empathy
• pay special attention to any emotional responses
• remain calm
• be non-judgemental
• focus on an outcome, not the problem
• remain sincere
• expect discomfort

Question 11

When conversing with someone, we should:

Answer 11

• make it safe
• stick to the facts
• look within
• find mutual purpose
• probe/ be curious
• what you say vs. what they hear
• options in dialogue

Question 12

What are the methods of conflict - resolution?

Answer 12

assertiveness: focused on task or own goals
cooperativeness: focus on the relationship with others
combos: compromise and collaborate/ integrate

Question 13

What question do you not ask when scheduling an initial eval or treatment session over the phone?

Answer 13

When would you like to come in?

Question 14

Patients must be ___________ on their condition and _______ we are going to do to make them better.

Answer 14

educated; what

Question 15

We should ___________ tell a patient, make insinuations, or make facial expressions that:

Answer 15

NEVER; a doctor is wrong

Question 16

When you bring a patient back, the physical therapist should:

Answer 16

greet them in the lobby
address them by their formal name
introduce our self
remind them of appt time
communicate and apologize for the wait

Question 17

When the physical therapist is in their treatment session, they should:

Answer 17

• introduce patient to other PTs
• engage w/ other patients
• give every patient a farewell