Unit 2 Chapter 5

Question 1

active listening

Answer 1

received message is paraphrased back to the sender to verify the correct message was decoded

Question 2

bias

Answer 2

slant toward a particular belief

Question 3

body language

Answer 3

nonverbal communication that includes unconscious body movements, gestures, and facial expressions that accompany verbal messages

Question 4

closed questions

Answer 4

questions answered with a yes or no

Question 5

clustering

Answer 5

a grouping together of nonverbal messages into statements or conclusions

Question 6

compensation

Answer 6

overemphasizing of characteristics to make up for a real or imagined failure or handicap

Question 7

congruency

Answer 7

the verbal message and the nonverbal message must agree

Question 8

cultural brokering

Answer 8

the act of bridging, linking, or mediating between groups or person through the process of reducing conflict or producing change

Question 9

culture

Answer 9

the attitudes and behavior that are characteristic of a particular social group or organization

Question 10

decode

Answer 10

to translate into language that is easily understood; to interpret

Question 11

defense mechanism

Answer 11

behavior that protects the psyche from guilt, anxiety, or shame

Question 12

denial

Answer 12

rejection of or refusal to acknowledge

Question 13

displacement

Answer 13

displacing negative feelings onto something or someone else with no significance to the situation

Question 14

encoding

Answer 14

creating a message to be sent

Question 15

hierarchy of needs

Answer 15

needs that are arranged in a specific order or rank; sequential arrangement

Question 16

high-context communication

Answer 16

communication style that involves great reliance on body language, reference to objects in the environment, and culturally relevant phraseology to convey an idea

Question 17

indirect statements

Answer 17

means of eliciting a response from a patient by turning a question into a statement of interest

Question 18

interview techniques

Answer 18

methods of encouraging the best communication between the applicant and the interviewer

Question 19

kinesics

Answer 19

study of body language

Question 20

low-context communication

Answer 20

communication style that uses few environmental or cultural idioms to convey an idea or concept. Ideas are spelled out explicitly

Question 21

masking

Answer 21

attempt to conceal or repress true feelings or the message

Question 22

open-ended questions

Answer 22

questions that encourage verbalization and response; questions that seek a response; questions that seek a response beyond a simple yes or no

Question 23

prejudice

Answer 23

opinion or judgement that is formed before all the facts are known

Question 24

projection

Answer 24

act of placing one’s own feelings on another

Question 25

rationalization

Answer 25

act of justification, usually illogically, that one uses to keep from facing the truth of the situation

Question 26

regression

Answer 26

moving back to a former stage to escape conflict or fear

Question 27

repression

Answer 27

copying with an overwhelming situation by temporarily forgetting it; temporary amnesia

Question 28

roadblocks

Answer 28

verbal or nonverbal messages that block communication

Question 29

sublimation

Answer 29

redirecting a socially unacceptable impulse into one that is socially acceptable

Question 30

therapeutic communication

Answer 30

use of specific and well-defined professional communication skills to create a feeling of comfort for patients even when difficult or unpleasant information must be exchanged

Question 31

time focus

Answer 31

defines the period of time that is important and to which an individual's actions are directed or oriented

Question 32

undoing

Answer 32

actions designed to make amends to cancel out inappropriate behavior