needs
communication
key terms
active listening
telephone etiquette
100
love and affection
social acceptance and friendship
100
communication
exchange of messages
100
significant other
someone emotionally concerned with the patient
100
reflective statements
sender may explain misunderstood part of message
100
3 rings or less
how many rings should you answer the phone in
200
safety and security
free from anxiety and fear
200
sender
transmitter of information
200
verbal
spoken form of communication
200
clarification
idicate how the message was received
200
facility and yourself
what should you identify when you answer the phone
300
physilogical need
food,sleep,etc.
300
receivers
person for whom message is intended
300
defense mechanism
indirect method of meeting needs
300
active listening
essential part of effective and meaningful communication
300
problem calls
what will be encountered
400
self actualization
a person's full potential has been acheived
400
open-ended question
"how do you feel today?"
400
rationalization
logical reason or explanation for certain behavior
400
sensorium
patients who are under the influece of pain medication may have their what altered
400
consideration
what should you remember when you place callers on hold
500
self esteem
positive thoughts,feelings,and concepts of self
500
closed-ended question
"do you feel ill?"
500
projection
undesirable qualities attributed to another person
500
verbal and nonverbal
two forms of communication
500
responsible
how should you act when you answer the phone
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