Chapter 04 Flashcards: Communication with Patients and Customers

apathy

A lack of feeling, emotion, interest, or concern.

autonomy

A person’s right to self-determination

channels

Routes by which information may be conveyed.

communication

The process by which information is conveyed from one to another

compensation

Exaggerating one characteristic to compensate for perceived deficiencies in another.

consumer

An individual purchasing a good or service.

decodes

The translation of a received message to an understandable form.

defense mechanisms

Tools individuals use when required to deal with uncomfortable or threatening situations.

denial

A psychological defense mechanism in which one avoids confronting a personal problem or reality by denying its existence.

displacement

Directing one’s negative feelings to someone or something unrelated to the situation.

expressive aphasia

A condition in which an individual cannot form language and express thoughts accurately despite having mentally intact processes.

external noise

Literal, auditory noise heard by an individual.

internal noise

Internalized interference, such as intrusive thoughts or worries, that may hinder communication.

prejudice

A irrational feeling or hostility toward a person, group, or other entity.

projection

Shifting one’s unacceptable feelings onto another.

rationalization

A logical justification provided to attempt to explain an often unreasonable behavior.

receptive aphasia

a dysfunction, often from a neurological injury, characterized by difficulty understanding spoken or written words.

regression

Responding to a perceived threat or conflict immaturely.

repression

Pushing uncomfortable thoughts or conflicts out of consciousness to avoid confronting them.

sarcasm

Stating the opposite of what an individual believes in a manner so as to mock someone or something.

sexual harassment

Unwelcome or inappropriate physical touching or sexual remarks toward another.

sublimation

Redirecting a socially unacceptable impulse into a socially acceptable act.