Week 6 Flashcards
Components of interpersonal communication
Audience-sensitive language Organization Nonverbal Active listening Empathy Questioning Assertiveness
audience sensitive language
patient friendly
appropriate and respectful
1) Words matter -make ppl feel excluded/stereotyped
2) Language changes - values change, call it a dart
3) Mindset matters - dont let fear of word get in way of comm (dont get mad when ppl correct word)
4) Person first - ID person, person living with HIV
5) Be inclusive
6) Be specific
7) Be critical - is their race relevant in desc
nonverbal comm
1) eye contact - culturally defined for appropriateness
2) kinesis - body mvmnt diff things in diff cults
3) facial expressions - anger suprise etc
+childs face tells it all
+ kids learn nonverb first - extra imp body lang
4) Appearance - clean well dressed pharmacy - inc patient trust
5) proxemics - how close stand
+b4 COVID 1ft1/2
+prefessional judgment
6)haptics - cult defined (firm handshake, some places touch dissrespect)
paralanguage
non lexical component of speech rate ptich/ var in tone volume (cult defined) vocal fillers (um) quality (tempo, rhythm)
Silence carries meaning
NA and europeance
-UM
nonverbal suggestions (6)
- Smiling & friendly facial expression
- Open & warm body language
- Varied eye contact
- Appropriate distance
- Barrier free
- Moderate & varied voice
- Professional appearance
Active listening
-steps (5)
need understand messages patients are trying to convey
1) attending
2) understanding
3) evaluating
4) responding
5) remembering
reflective responses
demonstrate empathy
barriers and gateways to comm
Carl Rogers & Fritz Roethlisberger
barriers
-tendancy to evaluate
+heightened when emotions are elevated
+evaluate approve dissprove of actions
gateways
listening with understanding
see from their POV
ARGUMENTS golden rule
assume speakers frame of reference
- restate their ideas and feelings
- do not continue until they agree you have captured their perspective
SPEAKER FEELS HEARD
SHOWN EMPATHY
speaker fails to communicate when
listener dosent understand
clsoed questions
yes or no
advance closure
setting + or - frame of mind
testing understanding
opening Qs in convo
open ended
lengthier sometimes more time efficient
dev convo
dev understanding
dev unaknowledged need
probing questions
reqs sensitivity to verbal and non verbal
used to build on responses
useful when more detail needed
when use probing
-Nonverbal communication does not match verbal communication
-you suspect nonadherence and want to assess compliance
-You think there may be barriers (physical or emotional) to a patient
taking their medication as prescribed
-You suspect a patient may need support
- A patient gives you a vague response
- A patient has already made a (perhaps unfounded) decision
expert in quesitoning for what
medication reviews
quesitoning process
1) closed (start convo est direction)
2) open ended (gather more information
3) probing (want detail)
4) closed (end)
assertiveness
stating opinions, needs, and feelings
standing up for your rights
clearly comm what need
• Honest, appropriate expression of feelings, opinions and needs while respecting the feelings, opinions and needs of others
why ppl avoid assertive
think it comes off as agressive
Confrontation
say that they are being aggressive, you are uncomfortable, and you wont tolerate it (assertive) [soften with empathetic lead in]
saying no
can soften by saying, “ill contact the prescriber ……”
rude patients
1) dont take personally - person having hbad day
2) clarify concerns - empathy
3) pacience - we know a lot that patient dosent
4) explain delays
5) tone it down - useing soft voice causes other to tone it down too
men comm
est position or status
women comm
create closeness/rapport
