24 qts Flashcards
(24 cards)
What is perception check?
Description, Interpretation, Clarification
communication tool used to understand someone’s behaviour or feelings accurately
Description - state what you noticed
Interpretation - suggest a possible reason
Clarification - ask to confirm or explain
Define and give examples of:
Open ended questions
Closed ended questions
Open ended questions - more than a yes or no answer. Explain/Share more
Close ended questions - can be answered with a simple yes or no
Define: Face to face interaction & Electronic communication
Face to face - talking in person. Body language, tone, facial expressions
Electronic - using technology to talk or send messages via email, phone
What is paraphrasing?
restating someone else’s ideas in your own words to show you understand them
What is Active listening?
means fully paying attention to someone when they’re speaking. You listen to understand
Why is receiving feedback important?
• It helps you learn, improve, and grow.
• Reflect on what you’re doing well
• Fix mistakes
• Improves relationships/team performance
Examples of Assertive responses
• I understand your point, but I see it differently.
• No, I can’t help you right now, but I can later.
• I feel upset when I’m interrupted. Please let me finish.
Define Empathy and what is the formula?
means putting yourself in their shoes and understanding how someone else feels and showing that you care.
You feel bad with them not for them.
What is a functional conflict?
Healthy and helpful disagreement that leads to better ideas and solutions
What is communication climate?
The overall feeling or mood between people when they talk.
Different types of conflict
What to know when giving feedback:
• Avoid generalizations
• Use I statements
• Looking for solutions, working with the person to find win-win answers
• Focus in behaviour rather than the person
Electronic messages:
how do you write it?
how do you perceive?
- think about a response before sending.
- evidence of communication is available long term. Greater likelihood of miscommunication
How do you promote diversity & inclusion with your clients?
• Desire to learn
• Developing Skills
• Having an awareness
• Being involved and engaged in work groups
• Respected and valued
• Feeling safe
Reasons why we should choose to do Face to Face vs. Electronic Communication:
Face to face:
• Better connection - body language, facial expressions
• Clearer communication - misunderstandings are less likely
• Immediate feedback
Electronic:
• Convenience - anytime anywhere
• Less pressure
Guidelines when emailing other professionals
- write a clear, concise message
- start with a greeting
- maintain a level of formality
How do you improve your communication skills?
Strategies to consider when working with challenging residents
- stay and patient
- listen actively
- show empathy
- use positive language, tone
Define & give examples on:
Passive, Assertive, Aggressive responses
Assertive - clearly expressing thoughts, feelings and wants in a way that does not attack a receiver’s dignity
Passive - inability or unwillingness to express thoughts or feelings in a conflict
Aggressive - lashing out to attack source of displeasure
What’s the difference between Sympathetic vs Empathetic response
Sym - you feel sorry for someone
Em - you try to feel with them and understand how they feel
What is confirming & disconfirming communication?
Confirming - recognition, acknowledgement endorsement. “You matter.”
Disconfirming - aggressiveness, ostracism. “You dont matter”
Define Halo effect?
when you judge someone based on one positive trait and assume they have other good qualities too
Group think??
What is Empathy?
understand how someone else feels and care about their feelings
