Communication, Professionalism, Teamwork Test Review

Communication vs. Technical Skills

Communication: Builds trust & safety. Technical: Performs procedures correctly. BOTH are required for quality care.

4 Causes of Miscommunication

1. Medical jargon 2. Language barriers 3. Stress/fatigue 4. Distractions

Using Humor

DO: Ease mild anxiety & build rapport. DON'T: Use during serious topics or at the patient's expense.

Facial Expressions

Signal tone and emotion, guiding how the patient perceives and reacts to the message.

Alzheimer's / Dementia Confusion

Do NOT correct or argue (causes distress). Use validation, empathy, and redirection.

Telephone Etiquette

Sets the first professional impression and prevents clinical errors by confirming details.

#1 Communication Skill

Active listening paired with clear, empathetic communication.

4 Steps: Communication Process

1. Set Goal: Define objective. 2. Check Understanding: Ask to paraphrase. 3. Repeat Instructions: Reinforce points. 4. Evaluate: Reflect on success.

First Names vs. Titles

Start formally (Title + Last Name) and ask the patient their preferred form of address.

When to Use Pantomime

Language barriers, hearing impairments, or showing physical movements/demonstrations.

Empathy

Understanding another's feelings. Ensures compassionate, patient-centered care.

Paraphrasing

Restating info in simpler words. Helps patients understand and retain instructions.

Assessing Understanding (How & Why)

How: Teach-back method & open-ended questions. Why: Ensures patient safety and prevents errors.

Closed-Ended Questions

Gets quick facts or confirmation. Needs simple yes/no or short answer.

Leading Questions

Prompts a specific answer. AVOID in healthcare to prevent biased answers.

Nonverbal Questions / Cues

Gestures, eye contact, or pauses that encourage the patient to keep talking.

Open-Ended Questions

Requires detailed answers (What/How). Best for starting conversations & gathering info.

Paraphrasing Questions

Restating patient points as a question to confirm accuracy (e.g., 'So pain started Tuesday?').

Probing Questions

Targeted follow-ups used when a response is vague.

Reflecting Questions

Mirroring emotional tone to validate feelings (e.g., 'Sounds like you felt overwhelmed?').

Competence vs. Discretion vs. Willingness to Learn

Competence: Ability & skill. Discretion: Protecting privacy & avoiding offense. Willingness to Learn: Growth mindset.

Dependability, Teamwork, Enthusiasm, Tact, Integrity

Dependability: Reliability. Teamwork: Collaboration. Enthusiasm: Positive energy. Tact: Sensitivity. Integrity: Doing right always.

3 Leadership Styles & When to Use

Autocratic: Emergency/crisis. Democratic: Non-urgent team planning. Laissez-faire: Managing skilled experts.

Conservative Workplace Dress

Builds patient confidence, ensures hygiene/safety, and projects professionalism.

Hygiene, Jewelry, & Perfumes

Hygiene: Prevents bad breath. Simple Jewelry: Prevents snagging/bacteria. No Perfume: Prevents asthma/allergy triggers.

Closed-Toe Shoes & Hair Tied Back

Shoes: Protects from spills, heavy items, and sharps. Hair: Keeps hair out of sterile fields and machines.

4 Essential Healthcare Traits

Decisiveness, Commitment, Loyalty, Focus.

Tattoo Policy Trends

Becoming more lenient and accepted, provided tattoos are non-offensive and follow dress codes.