Effective Communication Chapter 6 Flashcards Preview

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Flashcards in Effective Communication Chapter 6 Deck (35)
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1

Define communication.

The activity of conveying information

2

Define verbal communication.

Words and sounds that make up the language we speak

3

Define nonverbal communication.

Body language, eye contact, and gestures

4

Define written communication.

The use of letters and words to express the language we speak.

5

Define visual communication.

Signs, symbols, and designs

6

What are the three components of communication as it pertains to EMR.

Sender
Message
Receiver

7

Define sender.

The person introducing a new thought or concept, or initiating the communication process.

8

Define message.

The thought concept or idea that is being transmitted.

9

Define receiver.

The person for whom the message is intended.

10

Research suggests that what percent of communication is delivered by way of body language including gestures, expressions, posture, and many other physical manifestations?

55%

11

Research suggests about what percent of the messages transmitted by way of the voice, it's quality, tone quality and inflections, which all express important pieces of the message?

38%

12

Research suggest what percent of any given message is transmitted by the specific words used?

7%

13

What are the most significant tools or ways used to communicate in EMS?

Radio and computer screen

14

What are the seven (7) most common barriers to effective communication?

Physical
Perceptual
Emotional
Cultural
Language
Gender
Interpersonal

15

What are the six (6) strategies for effective communication?

1. Speak clearly and use words and terminology that the receiver will understand.
2. Keep an open mind and resist the urge to be defensive.
3. Become an active listener.
4. Be assertive when appropriate, especially when safety is at stake.
5. Remain aware of the influence that body language plays in effective communication.
6. Except the reality of miscommunication.

16

Define interpersonal communication.

A form of communication where the participants are dependent on one another and have a shared history.

17

Define therapeutic communication.

The face to face communication process that focuses on advancing the physical and emotional well-being of a patient.

18

What are the three (3) characteristics of therapeutic communication?

1. Collecting information
2. Assessing behavior
3. Educating

19

Describe the strategies that will help you establish a good rapport with your patients and maximize your ability to obtain a good medical history.

Immediately INTRODUCE YOURSELF and YOUR LEVEL OF TRAINING.
Obtain the PATIENTS NAME early, and USE IT FREQUENTLY during your interview.
POSITION yourself at or BLEOW THE PATIENT'S EYE LEVEL whenever possible.
ASK ONE QUESTION AT A TIME, and allow the patient ample time to respond.
LISTEN CAREFULLY to everything the patient tells you.
RESTATE the patient's answers when necessary for clarification.

20

Define transfer of care.

The physical and verbal handing off of care from one healthcare provider to another.

21

What are the elements of an appropriate verbal transfer of care?

1. Patients name and age
2. Chief complaint
3. Brief account of the patient's current condition
4. Past pertinent medical history
5. Vital signs
6. Pertinent findings from the physical exam
7. Overview of care provided and the patient's response to that care

22

What are the common communication devices used in EMS?

Repeater
Base station radio
Portable radio

23

Define repeater.

A fixed antenna that is used to boost a radio signal

24

Define base station radio.

A high-powered two-way radio located at a dispatch center or hospital

25

Define portable radio.

A handheld device used to transmit and receive verbal communications

26

The word communicate is best defined as:
A. expressing oneself to another
B. talking to another person verbally
C. an interchange of ideas or information
D. understanding what another person is saying

C. an interchange of ideas or information

27

The words and sounds that make up a language is a description of which type of communication?
A. verbal
B. nonverbal
C. written
D. Visual

A. verbal

28

Nonverbal communication is best characterized by:
A. written words
B. spoken words
C. body language
D. signs and symbols

C. body language

29

All of the following are components of the communication process, except:
A. sender
B. receiver
C. idea (message)
D. frequency

D. frequency

30

Research suggests that the majority of a message is delivered by way of:
A. body language
B. voice (tone)
C. word use
D. eye contact

A. body language