HCA 101 QUESTIONS AND ANSWERS
Why do we communicate? - Answers :Healthy human relationships is a basic human
need
fills our need for belonging and affection
lack of close, caring relationships pose a range of hazards to physical and mental health
What is communication? - Answers :the exchange of information of two people
spreads ideas, knowledge
expression of dreams, likes, dislikes, and wants
usually face to face
can be verbal or non verbal
verbal communication - Answers :communication that uses written or spoken words or
sign language
30-35% of our communication
Non-verbal communication - Answers :Communicating without the use of words:
Body language, touch, silence
65-70% of our communication
how do we communicate - Answers :1)sender
2)communication(message)
3)receiver
4)feedback
Sender - Answers :the originator of the message in the communication process
message - Answers :the information being sent
receiver - Answers :the person who receives and responds to the message
Feedback - Answers :The receiver's response to a message
context - Answers :the situation at the time of communication (social/professional)
Environment/climate - Answers :the surrounding where communication occur that
influence the interaction
context for verbal communication - Answers :choose your words carefully
use everyday language no slang
speak clear and slowly
watch tone of voice
stay on subject
determine understanding of your message
don't pretend to understand
,climate - Answers :refers to the emotional tone of a relationship
shared by everyone
shifts and changes like the weather
can be positive or negative
influences on communication - Answers :-values, beliefs, attitudes
-culture & religion
-social status
-gender
-age or developmental level
-environment of transaction
-70-90% of effective communication is non-verbal
-physical appearance & dress (body adornments such as piercings, tattoos, jewelry)
-body movement & posture
-touch
communication principles - Answers :-communication can be intentional or unintentional
-its impossible not to communicate
-communication is unrepeatable
-communication is irreversible
-communication has a content and relational dimension
communication misconceptions - Answers :-meanings are in words
-more communication is better
-communication is a natural ability
why is it important for HCA's o communicate effectively - Answers :-for safety of our
clients
-safety for ourselves and co-workers
to build better relationships with co-workers, clients, and families
-we communicate with client who cannot speak, cannot hear, or are confused
how do we communicate effectively - Answers :-we need to understand, respect, and be
sensitive to each unique situation and need
-respect clients culture and religion
-understand that stress, problems, illnesses, frustrations can affect how messages are
sent and received
effective communication - Answers :-be a good listener
-showing interest shows you care
-make eye contact
-lean towards the client
-respond
-paraphrase
-empathetic listening
, -use open and closed ended questions
-clarifying
-focusing
barriers that prevent effective communication - Answers :-ordering
-interrupting
-answering your own question
-giving advice or opinion
-minimizing problems
-using patronizing language/ dehumanizing
-failing to listen/ distractions
-complaining
-threatening
Challenges to communication - Answers :anger is a common response to illness and
disability by clients and families
communicating assertively - Answers :assertive communication expresses thoughts and
feelings positively
professional communication - Answers :-benefits the client
-caregiver has a balance power, client is dependent
-caregiver is getting paid for a service
-clients trusts the caregiver to maintain confidentiality
social communication - Answers :-exists for the mutual benefit of individuals involved
-Individuals have the freedom to remain in the relationship or to leave
- there is give an take, both individuals have the opportunity to have there needs meet
warning signs that professional boundaries have been broken - Answers :- you hare
personal problems or aspects of your intimate life with clients
-you keep secrets with clients
-you become defensive when someone questions your interactions
-you have received gifts from clients
-you feel you understand the clients problems better than others
What is self-disclosure? - Answers :deliberately revealing information about oneself that
is significant and would not normally be known by others
when does self-disclosure happen - Answers :-between two people
-incrementally
-infrequently
-in positive relationships
why does self-disclosure happen - Answers :-cathartic
-self-clarification
Why do we communicate? - Answers :Healthy human relationships is a basic human
need
fills our need for belonging and affection
lack of close, caring relationships pose a range of hazards to physical and mental health
What is communication? - Answers :the exchange of information of two people
spreads ideas, knowledge
expression of dreams, likes, dislikes, and wants
usually face to face
can be verbal or non verbal
verbal communication - Answers :communication that uses written or spoken words or
sign language
30-35% of our communication
Non-verbal communication - Answers :Communicating without the use of words:
Body language, touch, silence
65-70% of our communication
how do we communicate - Answers :1)sender
2)communication(message)
3)receiver
4)feedback
Sender - Answers :the originator of the message in the communication process
message - Answers :the information being sent
receiver - Answers :the person who receives and responds to the message
Feedback - Answers :The receiver's response to a message
context - Answers :the situation at the time of communication (social/professional)
Environment/climate - Answers :the surrounding where communication occur that
influence the interaction
context for verbal communication - Answers :choose your words carefully
use everyday language no slang
speak clear and slowly
watch tone of voice
stay on subject
determine understanding of your message
don't pretend to understand
,climate - Answers :refers to the emotional tone of a relationship
shared by everyone
shifts and changes like the weather
can be positive or negative
influences on communication - Answers :-values, beliefs, attitudes
-culture & religion
-social status
-gender
-age or developmental level
-environment of transaction
-70-90% of effective communication is non-verbal
-physical appearance & dress (body adornments such as piercings, tattoos, jewelry)
-body movement & posture
-touch
communication principles - Answers :-communication can be intentional or unintentional
-its impossible not to communicate
-communication is unrepeatable
-communication is irreversible
-communication has a content and relational dimension
communication misconceptions - Answers :-meanings are in words
-more communication is better
-communication is a natural ability
why is it important for HCA's o communicate effectively - Answers :-for safety of our
clients
-safety for ourselves and co-workers
to build better relationships with co-workers, clients, and families
-we communicate with client who cannot speak, cannot hear, or are confused
how do we communicate effectively - Answers :-we need to understand, respect, and be
sensitive to each unique situation and need
-respect clients culture and religion
-understand that stress, problems, illnesses, frustrations can affect how messages are
sent and received
effective communication - Answers :-be a good listener
-showing interest shows you care
-make eye contact
-lean towards the client
-respond
-paraphrase
-empathetic listening
, -use open and closed ended questions
-clarifying
-focusing
barriers that prevent effective communication - Answers :-ordering
-interrupting
-answering your own question
-giving advice or opinion
-minimizing problems
-using patronizing language/ dehumanizing
-failing to listen/ distractions
-complaining
-threatening
Challenges to communication - Answers :anger is a common response to illness and
disability by clients and families
communicating assertively - Answers :assertive communication expresses thoughts and
feelings positively
professional communication - Answers :-benefits the client
-caregiver has a balance power, client is dependent
-caregiver is getting paid for a service
-clients trusts the caregiver to maintain confidentiality
social communication - Answers :-exists for the mutual benefit of individuals involved
-Individuals have the freedom to remain in the relationship or to leave
- there is give an take, both individuals have the opportunity to have there needs meet
warning signs that professional boundaries have been broken - Answers :- you hare
personal problems or aspects of your intimate life with clients
-you keep secrets with clients
-you become defensive when someone questions your interactions
-you have received gifts from clients
-you feel you understand the clients problems better than others
What is self-disclosure? - Answers :deliberately revealing information about oneself that
is significant and would not normally be known by others
when does self-disclosure happen - Answers :-between two people
-incrementally
-infrequently
-in positive relationships
why does self-disclosure happen - Answers :-cathartic
-self-clarification
