Module 12 - Communication & Customer Service

therapeutic communication

interaction between a patient and provider including a diverse patient population. involves empathy, rephrasing, asking questions, allowing a message to be conveyed, and summarizing the message.

communication styles

assertive, passive, aggressive, manipulative.

communication learning styles

• visual: prefer information in pictures and writing.

• auditory: prefer information through listening and talking.

• kinesthetic: prefer hand-on learning.

open-ended questions

used to gain general information and establish the conversation, giving the patient freedom to share what they feel is imperative.

closed-ended questions

direction questions used to gain specific information typically answers in yes or no or brief factual answer.

generalization

making an assumption based on a small amount of information or stereotype. affiliation with a group does not always direct a patient’s behavior or treatment decisions.

psychosocial care

providing psychological, social, and spiritual care through therapeutic communication with cultural sensitivity.