Chapter Two

Question 1

The act of sticking to something

Answer 1

adherence

Question 2

Having a deep awareness of the suffering of another and the wish to ease it

Answer 2

compassion

Question 3

Unconscious mental processes that protect people from anxiety, loss, conflict or shame.

Answer 3

Defense Mechanisms

Question 4

The differences and similarities in identity, perspective and points of view among people.

Answer 4

Diversity

Question 5

The ability to understand another’s perspective, experiences, or motivations

Answer 5

Empathy

Question 6

A type of communication that occurs through body language and expressive behaviors rather than with verbal or written words.

Answer 6

Nonverbal Communication

Question 7

behavioral and psychological strategies used to deal with or minimize stressful events

Answer 7

coping mechanisms

Question 8

having a composed and self-assured manner; feeling confident, being patient, and maintaining good posture. (Standing and sitting up straight)

Answer 8

poised

Question 9

a relationship of harmony and accord between the patient and the healthcare professional

Answer 9

rapport

Question 10

to show consideration or appreciation for another person; to feel or show differential regard for

Answer 10

respect

Question 11

Five types of diversity that a medical assistant should be aware of…

Answer 11

nationality, race, culture, ethnicity, social factors

Question 12

pertains to the country where the person was born and holds citizenship.

Answer 12

nationality

Question 13

relates to a group of people who have the same physical characteristics, such as skin color.

Answer 13

race

Question 14

includes the generational customs, norms, values and beliefs held by a group of people.

Answer 14

culture

Question 15

relates to a common ancestry, culture, religion, traditions, nationality and language shared by a group of people.

Answer 15

ethnicity

Question 16

all the ways a person is different from others. (Lifestyle, religion, tastes and preferences)

Answer 16

social factors

Question 17

the exchange of information, feelings and thoughts between tow or more people using spoken words or other methods

Answer 17

communication

Question 18

a process of communicating with patients and family members in healthcare

Answer 18

therapeutic communication

Question 19

relate to how we deliver our verbal message

Answer 19

communication delivery factors

Question 20

the space between one person and another; also considered to be part of nonverbal communication

Answer 20

spatial distance

Question 21

0-1.5 feet

Answer 21

intimate or personal space

Question 22

1.5 - 4 feet

Answer 22

casual personal space

Question 23

4 - 12 feet

Answer 23

social-business space

Question 24

a distance greater than 12 feet

Answer 24

public space

Question 25

can be defined as words used either orally or in written form

Answer 25

verbal communication

Question 26

a way to describe the sender-receiver process.

Answer 26

the communication cycle

Question 27

COMMUNICATION CYCLE IN ORDER: 1. 2. 3. 4.

Answer 27

1. sender creates the message 2. receiver decodes the message 3. receiver creates feedback 4. sender decodes feedback

Question 28

a type of verbal communication in which we create written messages for the receiver

Answer 28

written communication

Question 29

written communication includes the following types: 1. 2. 3.

Answer 29

1. written messages 2. letters and emails 3. online information and media

Question 30

a type of verbal communication in which we talk and listen to others. In the ambulatory care environment, this occurs in person, over the phone, and using remote devices.

Answer 30

oral communciation

Question 31

list the 5 main styles of communication..

Answer 31

passive, aggressive, passive-aggressive, manipulative, assertive

Question 32

the most important therapeutic communication technique.

Answer 32

active listening

Question 33

means we fully concentrate on what the speaker is saying and how it is said.

Answer 33

active listening

Question 34

these types of questions ask for specific information. Often limit the patient's answer..

Answer 34

closed, aka direct

Question 35

this question or statement asks for general information or states the topic to be discussed, but only in general terms.

Answer 35

open ended question

Question 36

what is critical for compassionate, quality patient care?

Answer 36

effective communication

Question 37

allows the listener to get additional information by explaining a specific statement or topic

Answer 37

clarification

Question 38

putting words to the person's emotional reaction, which acknowledges the person's feelings. Also helps to check what the person is feeling instead of just assuming..

Answer 38

reflection

Question 39

rewording or rephrasing a statement to check the meaning or interpretation. Also shows you are listening and understanding the speaker.

Answer 39

paraphrasing or restating

Question 40

allows the listener to recap and review what was said

Answer 40

summarizing

Question 41

allows the listener to get additional information on a certain topic

Answer 41

exploring

Question 42

encourages the speaker to continue and conveys you are interested and listening to the message

Answer 42

neutral

Question 43

allows time to gather thoughts and answer questions

Answer 43

silence

Question 44

age range of trust vs mistrust

Answer 44

0-1.5 years (infancy)

Question 45

age range of autonomy vs shame and doubt

Answer 45

1.5-3 yr

Question 46

age range of initiative vs guilt

Answer 46

3-6 yr (preschool)

Question 47

age range of industry vs inferiority

Answer 47

6-12yr (school age)

Question 48

age range of identity vs role confusion

Answer 48

12-18yr (adolescence)

Question 49

age range of intimacy vs isolation

Answer 49

18-25 (young adult)

Question 50

age range of generativity vs stagnation

Answer 50

25-60yr (middle adulthood)

Question 51

age range of ego integrity vs despair

Answer 51

60+ (late adulthood)

Question 52

Five stages of grief and dying..

Answer 52

denial, anger, bargaining, depression, acceptance

Question 53

Who found that people went through similar stages as they came to terms with dying?

Answer 53

Elisabeth Kubler-Ross

Question 54

a defense mechanism where a person ignores or refuses a fact

Answer 54

denial

Question 55

when a person may not participate in normal activities and distances themself from others

Answer 55

depression

Question 56

when a person comes to terms with something

Answer 56

acceptance

Question 57

the limits people use to protect themselves..

Answer 57

personal boundaries

Question 58

usually part of the facility's policies and professional association's code of ethics

Answer 58

professional boundaries

Question 59

these include friendship, intimacy, acceptance in a group, and receiving and giving affection and love

Answer 59

love and belongingness needs

Question 60

healthy coping mechanisms that improve our functioning levels and reduce our stress levels

Answer 60

adaptive coping mechanisms

Question 61

unhealthy coping mechanisms that reduce the feelings associated with stress for a short time. These do not decrease the actual stressor and can lead to future problems

Answer 61

maladaptive coping mechanisms / nonadaptive coping mechanisms

Question 62

provides that all providers who accept federal funds for the healthcare provided must ensure equal access to services

Answer 62

civil rights act

Question 63

provides that all healthcare providers must provide free effective communication to patients and companions with disabilities

Answer 63

Americans with Disabilities Act (ADA)

Question 64

expands the definition of disabilities previously established.

Answer 64

Americans with Disabilities Act Amendments Act (ADAAA)