Verbal
It's not what you say, but how you say it.
Tone
The opening of formal letter which includes Dear and the person's name followed by a colon
Salutation
Name 2 potential barriers to communication
Unwarranted Assurance, Giving Advice, Leading Questions, Talking Too Much, Stereotyping, Physical Impairment, Language, Difficult Conversations, Conflict/Anger, Physical Space/Time, Errors, Stress, Uncooperative, Technology
Pay attention, provide nonverbals, defer judgement, respond appropriately are all skills for...
Active Listening
Name one of the C's of Communication
Clear, Concise, Concrete, Courteous, Correct, Consistent, Complete
Name 2 techniques you should use when communicating via telephone
Slow, Normal volume, politeness, answer in 2-3 rings, greeting, introduce self, get persons information or callback number, smile, ask permission to hold, verify the caller, thank caller and goodbye, ask for questions
When sending a confidential fax, what must be included?
Cover/Face Sheet
Explain the difference between sympathy and empathy
Sympathy: concern for another, feeling sorry
Empathy: experiencing the same feelings as another, taking perspective
Technique that includes repeating the main idea but including feelings and emotions
Reflection
A method of assessing if a patient understands by asking if they can explain or show what they need to know
Teach Back Method
What is the goal communication style of an MA?
Assertive
How do you format the closing of a formal letter?
Sincerely, (4 returns), Name/Signature Line
4 spaces to leave room for ink or stamped signature
Attachments or End notations if necessary
Explain Paralanguage, Kinesics, Proxemics
Paralanguage (things you hear)Sighing, humming, laughing, Volume, pitch, tone
Kinesics (see) body movements, Gestures, posture, facial expressions, Eye contact, smiling
Proxemics (space) Physical closeness, spatial awareness, Touch
"Tell me more about that" is an example of which technique
Clarification
Name 3 parts of the communication cycle
Sender: has an idea wants to get to a receiver
Message: the idea to be sent (encoding- developing the message)
Channel: how to package/send the message, 5 senses
Receiver: receives the message decode: how the interpreting the message
Feedback: response to the message
Noise: anything that alters or disrupts the cycle
What is a leading question and provide an example
Asking a question in a way that shows the answer you expect- you wont always get the truth…
You don’t smoke do you vs have you ever used tobacco products
The 4 headings of a memo are...
TO: (recipient) FROM: (sender) DATE: SUBJECT: followed by Body of content or message
Who:Interoffice, Coworkers, Within
Why: Announcement, Change, Brief, Reminders
Define Stereotype and Bias
Stereotype: oversimplified/incorrect assumptions about a group of people (false thinking)
Bias: unfair prejudice for or against a group of people (preference or dislike)
Prejudice: prejudging a person based on their appearance
Give an example of an open-ended question and close-ended question you would use as a MA?
Open-ended Questions- how, what, tell me about (allows more information to be provided in the patients own words)
Close-ended Questions- need a specific yes/no answer- do you smoke?
Explain 1 of the 4 ways to format a formal letter
Full Block: Left justify all elements
Modified Block: Center point or right justify date, closing, and signature block, Left justify all other elements
Semi-block: Center point or right justify date, closing, and signature block, Left justify all other elements, Indent all paragraphs 5 spaces
Simplified: No salutation or closing, Signature is in ALL CAPS, Left justify all elements
Explain and give an example of internal and external communication
Internal- sharing information within an organization (face to face, phone, interoffice mail, paging, faxing, email)
External- sharing information between businesses or outside entity (media, email, face to face, virtual/electronic)
Name 5 parts of speech and given an example of each
Noun- person, place or thing or idea/
Pronoun- used in place of a noun to avoid repetition
Adjective- describes a noun or pronoun
Verb- action or experience words/state of being
Adverb- describes a verb or adjective
Preposition- used before a noun to shows relationship of a noun or pronoun, to show place, time, direction (at, on, from, with , about, in)
Conjunction- joins words or groups of words (and because yet therefore since, so until, but
Interjection- express surprise or strong emotion
Article- help define nouns (the, an, a)
Contraction- combined word (don’t, let’s, didn’t, isn’t)
When nonverbal language matches the words or message
Congruence: making sure our nonverbal language matches our words (tone, facial expressions)
Incongruence: Non-verbal cues inconsistent with the intended message, Patient is not telling the truth
What technique allows the patient time to form new thoughts, organize their ideas, or process information
Silence
Correctly Label the 5 levels of Maslow's Hierarchy of needs.
Self-Actualization
Esteem
Love & Belonging
Safety
Physiological