Therapeutic Communication & Listening
Type of communication focused on improving physical and emotional well-being.
Therapeutic communication
What is considered the ideal communication style in healthcare.
Assertive
Support service used when language is a barrier.
interpreter service
The “P” in phone etiquette that means have names, numbers, and dates ready.
Prepared
Technique that restates the patient’s message in different words.
Rephrasing
Style described as quiet, soft voice and hesitant.
Passive
What is recommended for patients with visual impairments when providing documentation?
Use large fonts/large print
Rule for telephone communication regarding privacy and confidentiality.
Follow HIPAA
Essential component of therapeutic communication that goes beyond hearing words.
Active listening
Style that can feel intimidating and should be met calmly without matching.
Aggressive
Generalized assumptions about a person or group.
Stereotypes
Written communication items that are part of the legal record.
Emails, letters, faxes, and chats
List 2 characteristics of active listening.
Nonjudgemental, Positive body language, Allowing time to digest words & the message, Do not interrupt, Confirm what’s been said, Be respectful & professional
Communication preference that benefits from pictures and seeing information in writing.
Visual
What is considered a professional boundary guideline when gathering patient information.
Do not ask personal questions unless they relate to health
A phrase that emphasizes the importance of documentation.
If it wasn’t documented, it didn’t happen
Reason silence can be useful in therapeutic communication.
Gives the patient time to process and re-engage
Communication preference described as hands-on learning.
Kinesthetic
Requirement before offering therapeutic touch
Patient consent and receptiveness
Goal of conflict management.
Win-win resolution