Therapeutic Communication
What is the technique of repeating or rephrasing what a patient says to show understanding?
Reflection (or paraphrasing)
What percentage of communication is nonverbal (approximate)?
Majority (~60–90%)
What is cultural competence?
Ability to understand and respect different cultures
What type of listening is most important in healthcare?
Active listening
Name one cause of conflict in healthcare.
Miscommunication, stress, expectations
Which is better: giving advice or encouraging patients to express their feelings?
Encouraging expression (therapeutic communication)
Name one example of nonverbal communication.
Eye contact, posture, facial expression, tone
True or False: All patients from the same culture have the same beliefs.
False
Name one sign you are actively listening.
Nodding, summarizing, eye contact
What is the best first step when handling conflict?
Listen
Name one technique used to show empathy in healthcare communication.
Acknowledging feelings, validating, reflective listening
Crossed arms may signal what?
Defensiveness or discomfort
What should you use when there is a language barrier?
Professional interpreter
What is interrupting a patient considered?
Poor listening behavior
What communication style is most effective?
Assertive
What should you avoid: “Why” questions or open-ended questions?
Avoid “why” questions
Why is tone of voice important in healthcare?
Conveys emotion, trust, empathy
Name one way to provide inclusive communication.
Use simple language, avoid assumptions, ask preferences
What is “selective listening”?
Only hearing parts of the message
Name one technique to de-escalate an upset patient.
Stay calm, acknowledge feelings, lower tone
A patient says, “I’m scared.” What is the BEST response?
“I understand this is scary. Can you tell me more about how you’re feeling?”
A patient avoids eye contact—name one possible reason.
Anxiety, culture, discomfort, respect
Why is it important to avoid medical jargon?
Improves understanding, reduces confusion
Why is silence sometimes helpful in communication?
Gives patient time to think/express feelings
A patient is angry about wait time—what is the BEST response?
Acknowledge + apologize + offer help (“I understand your frustration…”)