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SPU/PHEC > Communication Skills Midterm > Flashcards

Communication Skills Midterm Flashcards

(49 cards)

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1
Q

What is a schema

A

Mental structures used to organize information & preserve energy

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2
Q

Our perception of the message is influenced by our perception of the ________

A

indivindual sending the message

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3
Q

Describe five step communication process

A
  1. Sender has an idea
  2. Sender encodes message
  3. Channel carries message
  4. Receiver decodes message
  5. Receiver understands & sends feedback to sender
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4
Q

What is noise?

A

Anything affecting or inhibiting effective communication

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5
Q

Give examples of noise

A

Physical : loud talking, honking cars, illegible handwriting etc

Physiological: hearing or visual impairement

Psychological: preconceived ideas, wanring thoughts, fear, hallucinations

Semantic/Cognitive: misunderstood meaning, not interested.

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6
Q

Schemas and perception are affected by:

A

Prior learning/experiences
Attitudes and intersts
Needs anf feelings
current situaiton

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7
Q

Self-Concept is & is based on

A

Is who you perceive yourself to be. based on:
the perception of others
social comparisons
cultural teachings/societal norms
observations interpestations evalutions of experiences

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8
Q

What is the looking glass self?

A

Person looking into four or more mirrors each of which relfects someon elses image of him back to him

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9
Q

What is Imposter syndrome?

A

Phenomenon where high achevieng people feel like they are somehow not good enough or a fraud. Doubt abilities espeically in new settings

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10
Q

Dunning kruger effect?

A

When you think you’re the best but you’re not. High confidence low ability.

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11
Q

What is the BioPsychoSocial Approach?

A

Bio: gender, physical health, disability etc.
Psych: attitudes belief, self esteem, emotions, personality
Social: socioeconomic stauts, educaiton, family background

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12
Q

What are microexpression

A

very brief less than a quarter second facial expressions that leak emotions. suppression (deliberate concealment) repression (unconcious concealment)

macroexpression, obvious 0,5-4seconds

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13
Q

7% rule

A

only 7% of communication are verbal words

55-70 nonverbal
23-38 tone

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14
Q

People are more likely to believe verbal or NV?

A

NV

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15
Q

Incongruency

A

Misinterpreation of patients NVB

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16
Q

Congruency

A

All aspects of communications line up

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17
Q

Kinesics:

A

Body movement: gestures, facial expressions, posture, gaze
awareness of body while communicationg
Open posture

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18
Q

Proxemics

A

Physical communication distance
Personal space, position, touch.

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19
Q

Environment

A

Colours, cleanliness, order, clean organized patient compartment
Perceptioin of ones enviroment influcences theri reaction to it.

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20
Q

Distracting factors

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A

Lack of eye contact
Sniffing, knuckles, RBF, closed NV, tone

21
Q

Gestures

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A

Illustrators: intentional gestures that serve to emphasize, clarify, add to verbal content of a message.
Movements often hands that demonstrate how to do something, how mnay, to conitnue, to stop

leakage occurs when subconscious gestures reveal true feelings

22
Q

Gaze

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A

Monitoring appearance and feedback, regulating conversation and tone. Normal direct eye contact is 50-60% speaker 40 and listenere 75 avg 8 sec

23
Q

Proxemics position and touch

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A

Intimate distance less than 1.5 feet
personal distance 1.5-4 feet
social distance 4-12 feet
oyublic distance 12 feet+

24
Q

Posture

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A

can reveal emotional status

depression or discouragement: drooping head sagging shoulders low muscle tone etc
anxiety and fear, increased muscle tone where the body u held in a rigid and uprignt mmannner
interest is conveyed by leaning forward
avodiance and rejection closed body postyure, leaning back to create distnace

25
Touch
Tool for examinign diagnosing treating or simply caring fo rpatient may decreas eanxisyr offer reassurance can supplement verbal message not everyone is okay with io9t
26
PICTURE
P itch avoid speaking in a monotone I nflection be expressove and appropriate C ourtesy how yiou spoeak, reflect sincerity, interest, sarcasm T one be professional and poised not directive but problem solving volumne relaxed but serious about care U nderstanding open mindenedess empathy care and positive reagard, silence R ate 120 words per minute. pace/ to fast seems rushed or impatinet E nunciate Speak clearly and like no slanguale bryuh lol
27
Illustrators
Enhance the verbal message they accompany often gestures such as pointing.
28
Which tone do patients expect form thei HCP
Problem solving
29
7 universtal facial expression
Happiness, fear, sadness, anger, surprise, disgust, contempt
30
Empathy vs sympathy
empathy is compassion and undferstanding how the someone feels symopathy is to feel sadmness or pitym for someones suffering or miusfortune
31
Expressive tone vs directive tone vs problem solving
expressive: social spontaneous emotiuonal and uninhibited, feelings jokes complaing etc. not appropritate for HCP directive: authorative judgmenetal giving orders expert leadership authority not approtiate for HCP Problem solving tone rational objective and unbiased anyltical and solution oriented
32
What is paraphrase and teach back
repeating to the patient in your own words what they sadid reinforces patients concerns empathy allows opportunity got vlient to clarigy correct concur reflect emmotion
33
When should you interrup
only to clarify otyherwise allow for silence and thinking
34
Open ended questions vs closed questions
open ended lead to HCP paraphrasing and better responses closed p[rompr short focused asnwers, ytes or no , # of times, where helpful for info but tooo many equals interrogation mc quesitons alternative options to choose best when there are barriers language anxisery youn kids
35
Emblems
Gestyures that directly translate into words such as thumbs up
36
Affect displays
Communicate emotional meaning movements of face and body to dis[pla y emoytions open arms greetying
37
Regulatrors
B's that mointor control coordinate or mantain conversation, head nodding to tell the person to keep speaking
38
Adaptors
Gestures that satisfy a personal need to make you feel better rubbing head for stress playing with hair or even objects braceelte etc.
39
List and briefly explain 4 facial management techniques
Intensifying: to exaggerate a feeling De-intensifying: to underplay a feeling Neutralizing: to hide a feeling Masking: replace or substitue expression of one emtion for another
40
Silence
Allows tiome to think can hurt oithers might indicate anxisty may prevent or encourage communication may indiscate nothing to say
41
Denotative vs connotative
denotative = objective, literal, meaning found in dictionary eg winter or home connotative = subjective, implied or emtotional/associated meanig the emotional meaning people give to a work eg. winter or home
42
indirect messages vs direct message
direct is explicit clearly states speakers preferences and then ask if the listenera grees indirect is suggesticve, vague, body langage express thoughts without insutling or offending
43
abstract vs concrete
Abstract are concepts and ideas that have no physcial dimensions (freedom love happiness equality) concrete referes to object people etc. perceived throuhg 5 senses how many drinks, hydrated skin, healthy BP
44
5 key elements of listening
Verbal commiunication NV communication questioning active listening courtest empathy
45
We retain>
25% throiugh pattern recognition, differenceing discount sounds that remain the same and filters creates realirty as its what we pay attention to and perceive
46
Why are we losing our listenting
writing audio and video recording PVR ing
47
Stages of listening
Receiving focus on speaker V and NV dont think about what you will say next understanding find what speaker means relate info to what you know ask questions remebering repeat key conccepts summarize what you remember evaluating resisty evaluation until you fullyu uinderstand speakers message responding use i messages resposnses made while speaker is talking i see yes uh uh after ask for clarification challenge agree
48
surface vs depth
surface is literal meaning vs depth is underlying meaning motive behind what they are saying
49
responding styles
judgemental/evaluative: decicde if message is right or wrong advice: we know what the other person needs or should do questions: we need more info supportive: we try to be encouraging

SPU/PHEC (10 decks)

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