AH 4242 Exam 1 Latest Update
Definition of Communication - ANSWER The successful transfer of a message and
meaning from one person/group to another
For it to be successful, both parties must agree on the meaning of what is being
communicated
Communication Process - ANSWER Reciprocal and circular
Sender and receiver influence one another
Transmission of sender's thoughts and feelings, which are decoded by receiver
Receiver encodes a message and sends it to the original sender who then decodes it
Communication is both verbal and nonverbal
70% is considered non-verbal
Therapeutic Communication - ANSWER Communication between the HCP and patient
(as well as the patient's family) that takes place to advance well-being and care
Nonverbal Communication Process - ANSWER Facial expression
Posture
Body position
Movement or gestures
Spatial dimensions
*Speech can be considered both verbal and nonverbal
Tone of voice, inflection, sequence, rhythm, cadence of words
Considered paralinguistic
Skills for Healthcare Professionals (HCP) - ANSWER Standard of care requires HCPs to
communicate effectively with patients, family, and team members
Strong communication skills are needed in a diverse society
Effective communication improves health outcomes
Kinesics - ANSWER involving body movement -gestures, facial expressions, gaze
patterns
,Proxemics - ANSWER involving the physical distance between people when they
communicate—territoriality and personal space, position, and posture
Touch - ANSWER
Micro Skills for the HCP - ANSWER Communicating with patients requires ATTENDING
BEHAVIOR
Appropriate contact, body language, vocal qualities and verbal tracking skills
The Importance of Micro Skills - ANSWER The intentional use of psychological and
physical attending skills, which are the HCP behaviors that demonstrate that he/she is
listening
Japanese masters of swords learn their skills thru a a complex set of detailed training
exercises. The process of sword work is broken down into specific components and
studied carefully, one at a time. In this process of mastery, the naturally skilled person
often suffers and finds handling the sword awkward. They may even find that they get
worse while practicing these skills. Being aware of what one is doing can interfere with
coordination and smoothness.
Once the individual skills are perfected, samurai retire to a mountaintop to meditate.
They deliberately forget all they have learned. When they return, they find their skills
have been naturally integrated into their way of being. - ANSWER True
Physical Attending Skills: SOLER - ANSWER S=Face the client squarely
O=Adopt an open posture
L=Lean toward the client
E=Make and maintain appropriate eye contact
R=Be relaxed during the interview
Types of Nonverbal Communication
Gestures - ANSWER Gestures include movements of the head, hands, eyes, and other
body parts.
One of the most obvious and common forms of nonverbal communication
Examples?
Illustrators - ANSWER Intentional gestures that emphasize, clarify, or add to the content
of messages
Examples?
Leakage - ANSWER When subconscious gestures reveal true feelings/attitudes
,Examples?
Types of Nonverbal Communication
Facial Expressions - ANSWER Used to punctuate a message or to regulate the flow of
conversation
Facial expressions of many emotions are
biologically determined
universal
learned similarly across cultures
Types of Nonverbal Communication
Eye contact, gaze patterns - ANSWER Strong correlation between looking and liking:
Patients receiving longer gazes from HCPs
Talk more freely about health concerns
Present more health problems
Provide more info about psychosocial issues
Types of Nonverbal Communication
Personal Space (Territory) - ANSWER Provides a sense of identity, security, and control
When space has been invaded
May create anxiety or feelings of loss of control
Can feel threatening
In healthcare, patients often need to give up personal space to be properly
examined/treated.
Examples?
Handling personal space - ANSWER Treat the patient respectfully—recognize their
territory, belongings, and right to privacy
Allow them to exercise as much control over their surroundings as possible
Child psychologist example
Recognize the need for privacy—be discrete both verbally and physically
Communication
, Eye contact - ANSWER Good; spontaneous glances expressing interest
Poor: never looking, staring blankly, looking away when patient looks at you
Be aware of cultural differences in eye contact
In European-North American culture it's considered a sign of interest (more while
listening than while talking)
Types of Nonverbal Communication
Position - ANSWER Open and square
Positions leaning slightly forward express warmth, caring, interest, acceptance, and
trust
Types of Nonverbal Communication
Posture - ANSWER Posture refers to the position of the body and limbs as well as
muscular tone.
The posture of a patient may reveal their emotional status:
Depression or discouragement is characterized by a drooping head, sagging shoulders,
low muscle tone, and the appearance of sadness or fatigue.
The posture of a patient may reveal their emotional status, cont.:
Anxiety and fear may be characterized by increased muscle tone where the body is held
in a rigid and upright manner.
Interest is conveyed by leaning forward with the legs drawn back.
Types of Nonverbal Communication
Touch - ANSWER Touch serves as a critical tool for examining, diagnosing, treating, or
simply caring for a patient.
Touch may also serve to:
Ease a patient's sense of isolation
Decrease patient anxiety
Touch may also serve to, cont.:
Demonstrate caring, empathy, and sincerity
Offer reassurance, warmth, or comfort
Enhance the rapport between the HCP and the patient
Definition of Communication - ANSWER The successful transfer of a message and
meaning from one person/group to another
For it to be successful, both parties must agree on the meaning of what is being
communicated
Communication Process - ANSWER Reciprocal and circular
Sender and receiver influence one another
Transmission of sender's thoughts and feelings, which are decoded by receiver
Receiver encodes a message and sends it to the original sender who then decodes it
Communication is both verbal and nonverbal
70% is considered non-verbal
Therapeutic Communication - ANSWER Communication between the HCP and patient
(as well as the patient's family) that takes place to advance well-being and care
Nonverbal Communication Process - ANSWER Facial expression
Posture
Body position
Movement or gestures
Spatial dimensions
*Speech can be considered both verbal and nonverbal
Tone of voice, inflection, sequence, rhythm, cadence of words
Considered paralinguistic
Skills for Healthcare Professionals (HCP) - ANSWER Standard of care requires HCPs to
communicate effectively with patients, family, and team members
Strong communication skills are needed in a diverse society
Effective communication improves health outcomes
Kinesics - ANSWER involving body movement -gestures, facial expressions, gaze
patterns
,Proxemics - ANSWER involving the physical distance between people when they
communicate—territoriality and personal space, position, and posture
Touch - ANSWER
Micro Skills for the HCP - ANSWER Communicating with patients requires ATTENDING
BEHAVIOR
Appropriate contact, body language, vocal qualities and verbal tracking skills
The Importance of Micro Skills - ANSWER The intentional use of psychological and
physical attending skills, which are the HCP behaviors that demonstrate that he/she is
listening
Japanese masters of swords learn their skills thru a a complex set of detailed training
exercises. The process of sword work is broken down into specific components and
studied carefully, one at a time. In this process of mastery, the naturally skilled person
often suffers and finds handling the sword awkward. They may even find that they get
worse while practicing these skills. Being aware of what one is doing can interfere with
coordination and smoothness.
Once the individual skills are perfected, samurai retire to a mountaintop to meditate.
They deliberately forget all they have learned. When they return, they find their skills
have been naturally integrated into their way of being. - ANSWER True
Physical Attending Skills: SOLER - ANSWER S=Face the client squarely
O=Adopt an open posture
L=Lean toward the client
E=Make and maintain appropriate eye contact
R=Be relaxed during the interview
Types of Nonverbal Communication
Gestures - ANSWER Gestures include movements of the head, hands, eyes, and other
body parts.
One of the most obvious and common forms of nonverbal communication
Examples?
Illustrators - ANSWER Intentional gestures that emphasize, clarify, or add to the content
of messages
Examples?
Leakage - ANSWER When subconscious gestures reveal true feelings/attitudes
,Examples?
Types of Nonverbal Communication
Facial Expressions - ANSWER Used to punctuate a message or to regulate the flow of
conversation
Facial expressions of many emotions are
biologically determined
universal
learned similarly across cultures
Types of Nonverbal Communication
Eye contact, gaze patterns - ANSWER Strong correlation between looking and liking:
Patients receiving longer gazes from HCPs
Talk more freely about health concerns
Present more health problems
Provide more info about psychosocial issues
Types of Nonverbal Communication
Personal Space (Territory) - ANSWER Provides a sense of identity, security, and control
When space has been invaded
May create anxiety or feelings of loss of control
Can feel threatening
In healthcare, patients often need to give up personal space to be properly
examined/treated.
Examples?
Handling personal space - ANSWER Treat the patient respectfully—recognize their
territory, belongings, and right to privacy
Allow them to exercise as much control over their surroundings as possible
Child psychologist example
Recognize the need for privacy—be discrete both verbally and physically
Communication
, Eye contact - ANSWER Good; spontaneous glances expressing interest
Poor: never looking, staring blankly, looking away when patient looks at you
Be aware of cultural differences in eye contact
In European-North American culture it's considered a sign of interest (more while
listening than while talking)
Types of Nonverbal Communication
Position - ANSWER Open and square
Positions leaning slightly forward express warmth, caring, interest, acceptance, and
trust
Types of Nonverbal Communication
Posture - ANSWER Posture refers to the position of the body and limbs as well as
muscular tone.
The posture of a patient may reveal their emotional status:
Depression or discouragement is characterized by a drooping head, sagging shoulders,
low muscle tone, and the appearance of sadness or fatigue.
The posture of a patient may reveal their emotional status, cont.:
Anxiety and fear may be characterized by increased muscle tone where the body is held
in a rigid and upright manner.
Interest is conveyed by leaning forward with the legs drawn back.
Types of Nonverbal Communication
Touch - ANSWER Touch serves as a critical tool for examining, diagnosing, treating, or
simply caring for a patient.
Touch may also serve to:
Ease a patient's sense of isolation
Decrease patient anxiety
Touch may also serve to, cont.:
Demonstrate caring, empathy, and sincerity
Offer reassurance, warmth, or comfort
Enhance the rapport between the HCP and the patient
