Key Terms
This type of listening involves giving full attention and feedback.
What is Active Listening?
A patient who doesn’t speak English faces this type of barrier.
What is a language barrier?
Tone of voice is an example of this type of communication.
What is nonverbal communication?
A patient is upset about waiting too long. What is a therapeutic response?
Apologize, show empathy, and explain the reason for the delay.
This communication technique shows the patient you are fully listening.
What is Active listening?
The process of ensuring understanding in communication.
What is Feedback?
Distractions like noise or multitasking can cause this.
What is an environmental barrier?
Clear explanations and instructions fall under this type.
What is verbal communication?
A parent calls worried about their child’s symptoms. What should you do?
Use calm tone, gather details, reassure, and follow up.
Smiling and nodding during a conversation are examples of this.
What is (positive) non-verbal communucation?
The ability to understand and share another person’s feelings.
What is Empathy?
A patient afraid to ask questions is facing what kind of barrier?
What is a psychological barrier?
Posture, facial expressions, and gestures are examples of this
What is body language?
If a patient doesn’t understand instructions, what should you do?
Repeat clearly, use plain language, and confirm with the patient that they understand what you are saying.
Professional phone etiquette requires these two key skills.
What are courtesy and clarity?
This is the exchange of information with both words and nonverbal cues
What is Communication?
A preconceived notion that all people of a particular race are all the same.
What is stereotyping?
This nonverbal cue shows attentiveness and respect.
What is eye contact?
How should you respond to an angry patient in the office?
Stay calm, listen actively, empathize, and de-escalate the situation
Summarizing what a patient said demonstrates this therapeutic skill.
What is Reflective listening?