Week One Flashcards
(51 cards)
Bias
Slant toward a particular belief
Active listening
Received message is paraphrased back to the sender to verify the correct message was decoded
Body language
Non-verbal communication that includes unconscious body movements, gestures, and facial expressions that accompany verbal messages
Closed questions
Questions answered with a yes or no
Culture
The attitudes and behavior that are characteristic of a particular social group or organization
Defense mechanism
Behavior that protects the psyche from guilt, anxiety, or shame
Denial
Rejection of or refusal to acknowledge
Hierarchy of needs
Needs that are arranged in a specific order or rank; sequential agreement
Open-ended questions
Questions that encourage verbalization and response; questions that seek a response beyond a simple yes or no
Perception
As it relates to communication is the conscious awareness of one’s feelings and the feelings of others
Prejudice
Opinion or judgment that is formed before all the facts are known
Regression
Moving back to a former stage to escape conflict or fear
Roadblocks
Verbal or nonverbal messages that block communications
Therapeutic communication
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
Answering services
Service is employed to answer the calls of been ambulatory care setting after hours; unlike an answering machine, a live operator answers the call and forwards it appropriately
Cellular phone
Staff and providers should be careful not to use patients full names or reveal any confidential information over the cellular phone
Email (electronic email)
The process of sending, receiving, storing, and forwarding messages in digital form over computer networks
Enunciation
Speaking clearly; articulating
Etiquette
Manners, politeness, proper behavior
Fax (facsimile)
Machine that sends documents from one location to another by way of telephone lines
Jargon
Words, phrases, or terminology specific to a profession
Screening
Evaluating patients symptoms to determine emergent needs. Sometimes used to determine the next best course of action when assisting a provider in giving appropriate patient care
Smartphone
A device that lets you make telephone calls, but also adds in features that you might find on a personal digital assistant or a small personal computer
Buffer words
Expendable words that use while answering the telephone
