Verbal and nonverbal communications
Speaking to communicate is using what form of communication
Verbal
Should the patients beliefs/opinions affect the type of treatment they receive?
NO
You are allowed to yell at patients if they yell first.
True or False
False you are never allowed to return the same attitude back
You should yell on the phone?
True or false
false
Explain the difference between verbal and nonverbal
-When talking verbally you are directly engaging in a conversation and talking to people
-When talking non verbally you aren't talking instead you will be using gestures
What is the difference between a stereotype and a bias.
Stereotype is a generalized assumption about a person or group of people
Biases are a prejudice against a person or group of people
Sulleqa had a patient that was being difficult and irritating and since she had a bad day she decided to match the patients negative energy.
What did she do wrong
Match the patients energy
Communication is not important
True or false
false its the most important
What are the four active listening communication style.
-Assertive
-Passive
-Aggressive
-Manipulative
Melanie had 2 patients come in. One was unmarried with a 8 kids. The other one was single. She decided to help the single one because she assumed the unmarried one with kids was irresponsible.
Is this considered a stereotype or bias
Bias
What is conflict resolution?
can include allowing the pt to express concerns, practicing active listening, determining possible solutions or outcomes, and concluding that all vested members are satisfied
What are the 4 Telephone etiquette.
1.Voice
2.?
3.?
4.?
1.Voice
2.Vocabulary
3.Active listening
4.verify
What is the differences between visual, auditory, and kinesthetic communication?
Visual are pictures and prefer seeing information on writing
Auditory is listening when comprehending
Kinesthetic is focusing on hands on learning
What factors contribute to the diversity encounter in healthcare?
-Language
-Customs
-Culture
-Economic status
-Age
What is conflict management?
is managing a situation where differences occur and there appears to be no resolution that will be effective
What are the 5 Ps of Telephone Etiquette?
1. Polite
2. Prepared
3. To the point
4. Perceptive
5. Cooperative
When Ms. Heras notified Sulleqa that she was 21 weeks pregnant. She responded with a shocked expression. What type of communication is that
Non-verbal
Facial expression
Manahil had a patient come in and she assumed the patient was a male since they were dressed and looked like one and she got a complaint filed against her.
Is this a stereotype or a bias
Stereotype
What should a MA do if a patient is not listening to them and is engaging in argument.
a. Argue back
b. Fight them
c. Calm them down
d. Let them vent and get your doctor if they continue not to listen
d
What guideline are you always using?
HIPAA