Vocab
Engaging with the sender regarding the message and the intended interpretation (e.g., focus solely on the conversation, do not interrupt, confirm the message speaker has said, be respectful and professional)
active listening
_______ style includes the individual avoiding expressing feelings or thoughts, not protecting their rights, and not having their needs met.
Passive
Open or closed ended question:
What is your date of birth?
Closed ended
Touch is very important. Music and singing can be helpful.
Infancy
What is one way to show empathy for a patient?
Putting yourself in their shoes to gain a better understanding of their perspective.
Courtesy rules for effectively communicating using an online format.
netiquette
For ______ communication style, it can be challenging to avoid rising to the same level when communicating. The best approach is to remain calm, have empathy, and assist the patient with resolving the situation.
Aggressive
Nonverbal or verbal communication?
Looks at ceiling while listening.
Nonverbal communication
Use active listening skills and avoid rushing or interrupting the patient. _______ have become aware of long-term concepts, such as how current interactions and decisions connect back to previous experiences and forward into future outcomes.
An MA is administering an immunization to a 4-year-old patient. What strategies will the MA use to help the child feel more at ease and comfortable?
Allow the child to play with a tongue depressor and perform an exam on their stuffed animal
Interaction between a patient and a medical professional focused on improving the physical and emotional well-being of the patient.
therapeutic communication
The person presents in a calm and relaxed manner, but they are upset and frustrated and may use sarcasm or arguments when trying to present information.
Passive-aggressive
Open or closed ended question:
What brought you into the clinic today?
Open ended question
It may require extra time to explain information to _______ patients. Some patients experience sensory loss, which requires different communication strategies. However, be careful not to assume that all of these patients have sensory loss.
Older Adults (Seniors, elderly, geriatrics)
What actions should be taken with a patient who is anxious and upset?
Give reassurance and the opportunity to speak.
Communication type that occurs through expressive behaviors and body language rather than oral or written words.
nonverbal communication
This person will do whatever they feel is needed to get what they need and deserve. It is important to remain calm and firm in doing what is important to resolve the situation.
Manipulative
Verbal or nonverbal communication?
Speaks quickly and in a dismissive tone.
Verbal Communication
You may use a lower vocabulary level than when communicating with adults. When communicating with ________ patients, it is important to make them feel comfortable. Allow them to explore the equipment and pretend-play so they are not frightened or overwhelmed. Use empathy and reassurance when necessary
Pediatrics (Preschooler, School-age, and adolescents)
When should a CMAA escalate a problem situation to their supervisor?
After they have tried listening, speaking calmly, and trying to resolve the situation but the patient is still very frustrated and upset.
Any health care facility, provider, pharmacy, health plan, or clearinghouse that transmits protected health information electronically.
covered entity
This is a respectful communication style, allowing each member of the communication process to be heard and their message considered. This communication style is direct and clear to both sender and receiver.
Assertive
Open or closed end question?
Would you prefer a morning or afternoon appointment?
Closed ended
Communicating softly, making eye contact, and reassuring are important at this stage.
Toddlers
What is a consideration when adult patients bring others to their appointment?
Ask about the nature of the relationship, when relevant. Speak to the person who has accompanied the patient to the appointment. Ask the patient if they would like the person accompanying them to come into the examination room with them.