Chapter 5: Verbal And Nonverbal Communication

Question 1

Focuses on the whole patient, addresses the patients social, emotional, and spiritual needs, as well as physical needs

Answer 1

Holistic

Question 3

Understanding yourself and differences among others

Answer 3

Self Awareness

Question 4

Sum of the traits, values, attitudes, and behaviors that make us individuals

Answer 4

Personality

Question 5

Sum of values, attitudes, and behaviors a person exhibits

Answer 5

Character

Question 6

Set of standards a person uses to measure the worth or importance of someone or something

Answer 6

Values

Question 7

Opinions that develop from our value system

Answer 7

Attitudes

Question 8

Acquired at home, in our family unit, and in the culture we live in

Answer 8

Values

Question 9

A performed unfavorable belief or attitude toward members of a certain culture or group often based on little or no experience with or information about the culture or group

Answer 9

Prejudice

Question 10

The actions others see

Answer 10

Behavior

Question 11

Learner who retains info by hearing

Answer 11

Auditory

Question 12

Learner who retains info by seeing such as reading, drawings, diagrams, or films

Answer 12

Visual

Question 13

Learner who retains info by hands on activities such as games lab exercises and movement

Answer 13

Kinesthetic

Question 14

How to best educate patients about their medication

Answer 14

Face-face

Question 15

Verbal communication

Answer 15

Involves spoken words, sounds and tone of voice.

Question 16

Nonverbal communication

Answer 16

Unspoken mannerisms that convey thoughts and feelings

Question 17

Involves paying complete attention to the speaker

Answer 17

Active listening and offering a response

Question 18

Passive listening

Answer 18

Listening to someone without having to reply or respond in any way

Question 19

Can be answered with yes or no

Answer 19

Close-ended questions

Question 20

Questions that require more than a yes or no response used to gain feedback or drawing out patient info

Answer 20

Open ended questions.

Question 21

Used to ask patient for further info to more fully discuss subject

Answer 21

Exploratory questions

Question 22

Questions in which part of the answer is in the question. Helpful when dealing with patients who don’t understand English.

Answer 22

Leading question

Question 23

Any response to a communication
Can be verbal or nonverbal

Answer 23

Feedback

Question 24

Directive technique in which you request more info to better understand what the patient stated

Answer 24

Clarification

Question 25

Asking a patient to repeat back to you the instructions you gave

Answer 25

Clarification

Question 26

Ability to understand what the patient is feeling because you have experienced the same feelings

Answer 26

Empathy

Question 27

Taking positive action based on the empathy you feel

Answer 27

Compassion

Question 28

Acknowledging the patients feelings and difficulties even though you have not had the same experience

Answer 28

Sympathy

Question 29

Feeling sorry for a person usually in a condescending way

Answer 29

Pity

Question 30

What is HIPPA

Answer 30

Health Insurance Portability and Accountability Act

Question 31

Making a point in a positive manager by standing firm, making decisions

Answer 31

Assertive

Question 32

Trying to impose your point of view on others

Answer 32

Aggressive

Question 33

Compliant or submissive behavior in which people do not let their needs and feelings be known and allow other people to do whatever they choose

Answer 33

Passive

Question 34

Assertive behaviors

Answer 34

Direct, straightforward, honest using positive body language and “I statements”

Question 35

Stress

Answer 35

The body’s reaction to the world around it

Question 36

Stressor

Answer 36

Real or imaginary event that causes stress

Question 37

True or false Avoid using medical terminology when communicating with patients

Answer 37

True

Question 38

Conscious or unconscious behavior used to respond to a challenging situation

Answer 38

Coping mechanisms

Question 39

Term derived from the anxiety a patient feels when encountering medical staff

Answer 39

White coat syndrome

Question 40

Values and beliefs, attitudes and customs shared by a group of people and passed on through generations

Answer 40

Culture

Question 41

Unfair preference for or dislike of something

Answer 41

Bias

Question 42

Performed and unfavorable belief or attitude toward a certain culture ir group with little or no info about them

Answer 42

Prejudice

Question 43

An idea people hold about the characteristics of a group

Answer 43

Stereotyping

Question 44

Classification of people based on a group they are part of

Answer 44

Ethnicity

Question 45

Classification of people based on their physical or biological characteristics such as skin color, shape of eyes

Answer 45

Race

Question 46

Belief that their cultural background is better than any other

Answer 46

Ethnocentric

Question 47

Integrity

Answer 47

Being honest and demonstrating moral principles. Doing the right thing when no one is watching

Question 48

True or false. Some of the most difficult communication problems occur with other patients.

Answer 48

False. Occurs with other staff members

Question 49

Protects and defends employer when other employers engage in negative conversation

Answer 49

Loyal employee

Question 50

The ability to think imaginatively, solve problems, visualize situations, learn new info, and thing logically

Answer 50

Critical thinking

Question 51

Healthcare industry’s term what what is known as confidentiality

Answer 51

Privacy