Health Science Theory Ch 2 & 3
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25 Terms
3 basic steps of communication
sender, receiver, and feedback
why is feedback an important part of communication
make sure message is delivered clearly
with whom must PCTs be able to communicate
nurses, patients, & family members
what is the purpose of closed-loop communication in health care
avoid errors and encourage safety
what 3 things are needed for communication to take place
sender, receiver, and feedback
the 3 step process of communication occurs
over and over
which of the following is an example of nonverbal communication
pointing to a glass of water
verbal communication includes
speaking
types of nonverbal communication include
facial expressions
how would a PCT clarify a confusing or conflicting message
state what the PCT has observed and ask if the observation is correct
positive (p) or negative (n):
leaning forward in chair
p
positive (p) or negative (n):
glancing repeatedly at a watch
N
positive (p) or negative (n):
sitting up straight
p
positive (p) or negative (n):
slouching
N
positive (p) or negative (n):
crossing arms in front of the body
N
positive (p) or negative (n):
nodding the head
P
prejudice
bias
a system of learned beliefs and behaviors that are practiced by a group of people
culture
8 types of diversity PCTs may encounter among patients
cultural, racial/ethnic, language, religious, age, gender, socioeconomic, ability/disability
3 things that PCTs can do to reduce bias when working
practice cultural humility, use active listening and empathy, provide equal care to all patients
give an example of how a person may be influenced by different cultures
Parents from two different countries
Speaks two different languages
Enjoying foods/music from multiple cultures
one way for a PCT to be a good listener is to
restate the message in the PCT’s own words
active listening involves
focusing on the sender and giving feedback
when patients report symptoms or feelings, the best response by the PCT is to
listen and then ask for more information
Note 
Flashcards (27)