Communication
The willingness or the ability to understand what the patient is feeling without necessarily experiencing the same thing.
Empathy
Feeling sorry for or pitying the patient
Sympathy
Involves paying attention to the speaker completely, concentrating on the verbal message, observing for non-verbal cues, and offering a response
Active listening
Listening to someone without having to reply, such as when you are a member of an audience.
Passive listening
Questions that can be answered with a YES or NO answer
Close-ended
Require more than a yes or no response, can be useful in gaining feedback or drawing out patient information
Open-ended
Used to ask the patient for further information to more fully discuss the subject.
Probing questions
Technique in which you mirror the patient's message back to the individual to ensure that you have understood him or her correctly
Reflecting
Repeating the patient's message to him or her in your own words
Paraphrasing
Making a point in a positive manner by standing firm, making decisions based on your principles or values, and trusting your own ideas or instincts in the situation
Assertive
Trying to impose your point of view on others or trying to manipulate others.
Aggressive
A reaction to a perceived threat that is usually unconscious in nature.
Defensive behavior
Results when negative generalities concerning specific characteristics of a group are applied unfairly to an entire population
Stereotyping
Unfair preference or dislike of something
Bias
An environment of cooperation
Rapport
Medical assistants and other health care professionals should view the patients as what?
A consumer of healthcare
Medical assistants can create a patients ______ of a practice or facility
First impression
A way of looking at a problem and ulitmelty arriving at adecision
Critical thinking
Classification of people based on a group to which the belong.
Ethnicity
Body language and posture are examples of what?
Non-verbal communication
Writing a letter to someone is a form of this type of communication
Verbal-communication
The receiver decodes the information to understand the communication and then sends what back?
Permission for something to happen or agreement to do something.
Consent
"Mr. Abbott now that I have you sitting up, are you feeling dizzy?" This is an example of what kind of question?
Leading Question
A patient grimaces when you turn them in bed, this is an example of what kind of communication
Non-verbal