Chapter 17: Applied Interpersonal Communication

What is open-ended questioning?

Questions that allow the patient to explain in their own words.

What is closed-ended questioning?

Questions answered with brief responses such as yes/no or specific facts.

What is a leading question?

A question that suggests a desired answer; should be avoided.

What is teach-back?

Ask the patient to explain instructions in their own words to verify understanding.

What is nonverbal communication?

Body language, facial expression, eye contact, tone, and posture.

What should the MA do when a patient speaks another language?

Use a qualified medical interpreter per policy; avoid relying on family when possible.

What is cultural competence?

Respectful care that considers patient cultural needs and beliefs.

How should an MA communicate with a patient with hearing impairment?

Face the patient, speak clearly, reduce background noise, and use written materials if needed.

How should an MA communicate with an older adult?

Speak respectfully, allow time, verify understanding, and do not assume cognitive impairment.

How should an MA communicate with children?

Use age-appropriate language and include caregiver as appropriate.

What is empathy?

Recognizing and validating another person's feelings.

What is therapeutic silence?

Allowing pauses so patients can gather thoughts and share concerns.

What should the MA do with an angry patient?

Stay calm, listen, acknowledge concern, set boundaries, and seek help if safety risk.