R-E-S-P-E-C-T
What is an assumption without further exploration?
What is Stereotyping?
“You think everything is a conspiracy theory, why don’t you just stop taking medications all together because all medications came from a clinical trial.”
What is Kidding, Teasing?
What attending behaviors can be used over the phone?
Vocal Style and Minimal Encouragers
Eye contact, body language, vocal style, minimal encouragers
What are Attending Behaviors?
This skill is used to get specific facts or clarify information. These often begin with “when, where, who, do you and is it…”
What are Closed Ended Questions?
____________ is the “lens” through which you view the world. It can refer to race, religion, ethnicity, gender, health care, poverty, sickness, homelessness, sexual orientation, etc.
What is culture?
“You're just using your lupus as an excuse not to come in for an appointment with me.
What is Diagnosing?
______ is one of the 7 steps of problem-solving when you discuss proposed options with a patient and assess what is most important and doable for them.
What is Evaluating the Alternatives?
The two attending behaviors that cannot be used by phone are _______ and _______.
What are Body Language and Eye Contact?
This skill is used to get the patient to expand on a topic or a feeling and gather information. These often begin with “how, what and could you…”
What are Open-Ended Questions?
This is a way to confirm that what you explained to the patient was understood by them. The counselor asks the patient to restate what they had spoken about together.
What is the Teach Back Method?
"If you don’t take your prednisone, you're going to have a flare and end up in the hospital"
What is Warning, Threatening?
The goal of problem solving is for the ________ to come up with the solution, not the _______.
What are Patient & Counselor?
You use this when you want to restate the CONTENT of what your patient has told you, using your own words.
What is Paraphrasing?
This is a way of showing interest in your patient. It opens up new areas for discussion, clarifies what is being said, and helps the patient explore issues.
What is Asking Questions?
_______ refers to the attitudes or stereotypes that affect our understanding, actions, and decisions in an unconscious manner.
What is Implicit Bias?
“I know you struggle to pay for your medications. If I were you, I would participate in this trial to get free treatment.”
What is Advising, Recommending?
This is a collaborative, goal-oriented style of communication with particular attention in strengthening a person’s own motivation and commitment to change.
What is Motivational Interviewing?
You use this when you restate the EMOTIONS of what your patient has told you in your own words
What is Reflecting Feelings?
This skill is often used when you are ending a conversation with a patient and you want to review what you spoke about and your plan to follow up.
What is Summarizing?
What do the A, S and K stand for in the ASK model?
Awareness, Sensitivity and Knowledge
“I know you still have some questions, but were you able to read over the paperwork. You sure you aren’t ready to participate in this trial?”
What is Diverting, Bypassing?
What is the difference between problem solving and advice giving?
Problem solving empowers the patient to come up with their own solution, helps the patient to take specific action or change. Advice giving is the counselor deciding on the solution to the problem.
______ is the ability to understand a person's concerns from their point of view; to be "in their world." This can be communicated by combining the skills of paraphrasing and reflecting feelings.
What is Empathy?
There are seven steps for this critical skill: exploring, understanding, defining, brainstorming, evaluating, deciding and acting…
What is Problem-Solving?