Module 3 Key Terms

Question 1

Active listening

Answer 1

1. Pay attention
2. Understand
3. Respond
4. Clarify

Question 2

Problem-Solving Process

Answer 2

1. Explain
2. Offer safe alternatives
3. Document
4. Report

Question 3

Barrier

Answer 3

Anything that blocks good communication is a barrier.

Question 4

Body language

Answer 4

⦁ Gestures
⦁ Posture
⦁ Facial expressions
⦁ Eye contact

Question 5

Culture

Answer 5

The customary beliefs, social forms, and material traits of a racial, religious, or social group the characteristic features of everyday existence (such as diversions or a way of life) shared by people in a place or time.

Question 6

Feedback

Answer 6

Feedback is the reaction or response you get to a message.

Question 7

Nonverbal

Answer 7

Body Language

Question 8

Objective

Answer 8

⦁ Objective reporting in home care is factual information that helps the care team to meet specific individual Consumer needs. It is used to measure change from the Consumer’s baseline.

⦁ Document or report the facts exactly as you observed with your senses. Objective documentation or reporting should use the Consumer’s exact words. Professional communication is objective.

Question 9

Subjective

Answer 9

⦁ Subjective documentation or reporting means you write down or share your opinion or interpretation of what you observed. Opinions can be biased, and emotions can influence how you interpret what you see. Also, you may not have all of the facts, the medical knowledge, or an understanding of what the Consumer is experiencing.

⦁ It is difficult for care team members to support the Consumer based on subjective information (opinion). Subjective information is not always accurate.