HAN 333 Midterm Chapters 1 -7

HAN 333 Ch 1 — Therapeutic communication

Communication between a healthcare professional (HCP) and patient or family that advances the patient's well-being and care.

HAN 333 Ch 1 — Three purposes of therapeutic communication

Collect health information; provide information, education, and training; assess and when appropriate modify behavior.

HAN 333 Ch 1 — Features of effective therapeutic communication

Support, clarity, and empathy.

HAN 333 Ch 1 — Communication

Successful transfer of both a message and its meaning between people.

HAN 333 Ch 1 — Five steps of communication

Sender has an idea; encodes it; message travels through a channel; receiver decodes it; receiver understands and gives feedback.

HAN 333 Ch 1 — Encoding

Putting an idea into communicable form, such as words, gestures, or facial expressions.

HAN 333 Ch 1 — Channel

The medium that carries a message, such as speech, phone, email, writing, or body language.

HAN 333 Ch 1 — Decoding

Interpreting an encoded message into a form the receiver understands.

HAN 333 Ch 1 — Feedback

A verbal or nonverbal response showing that the message was received and understood.

HAN 333 Ch 1 — Noise

Anything that interferes with effective communication, including distractions, pain, anxiety, language differences, or hearing loss.

HAN 333 Ch 1 — Channel noise

Interference with the medium carrying the message, such as a poor phone connection or unclear writing.

HAN 333 Ch 2 — Nonverbal communication

Information conveyed through body movements, facial expressions, gaze, distance, posture, and touch; it may be unintentional.

HAN 333 Ch 2 — Kinesics

Nonverbal communication involving body movement, gestures, facial expressions, and gaze.

HAN 333 Ch 2 — Proxemics

Nonverbal communication involving physical distance, personal space, position, and posture.

HAN 333 Ch 2 — Illustrators

Intentional gestures that emphasize or clarify spoken words.

HAN 333 Ch 2 — Leakage

Subconscious gestures or expressions that reveal feelings.

HAN 333 Ch 2 — Three functions of gaze

Monitor another's response, regulate turns in conversation, and express emotion.

HAN 333 Ch 2 — Eye contact in clinical care

Appropriate eye contact can show attention and respect; its meaning varies by person and culture.

HAN 333 Ch 2 — Personal space

The area around someone that provides a sense of identity, security, and control.

HAN 333 Ch 2 — Intimate distance

Up to 1.5 feet; often entered for examination or treatment after explanation.

HAN 333 Ch 2 — Personal distance

About 1.5 to 4 feet; useful for explaining a procedure or discussing a personal matter.

HAN 333 Ch 2 — Social distance

About 4 to 12 feet; may occur in consultation, though greater distance reduces intimacy.

HAN 333 Ch 2 — Public distance

More than 12 feet; generally unsuitable for directly discussing a patient's health concerns.

HAN 333 Ch 2 — Helpful clinician position

Face the patient at eye level, stay at a comfortable distance, and lean slightly forward.

HAN 333 Ch 2 — Open posture

Facing the patient with uncrossed limbs and a slight forward lean, conveying interest and warmth.

HAN 333 Ch 2 — Posture interpretation

Posture can suggest emotion, but a single cue has multiple possible meanings and should be checked with the patient.

HAN 333 Ch 2 — Touch in healthcare

Can support examination and convey comfort, but its meaning and acceptability depend on the patient and culture.

HAN 333 Ch 2 — Before touching a patient

Explain when, where, and how touch will occur; use appropriate touch and observe the patient's response.

HAN 333 Ch 2 — Verbal and nonverbal congruence

Spoken words and body language agree; conflicting cues can undermine the verbal message.

HAN 333 Ch 3 — Verbal communication

Using spoken words and sounds to transfer a message successfully.

HAN 333 Ch 3 — Paralanguage

Vocal features beyond word meaning, including speech rate, rhythm, volume, and tone.

HAN 333 Ch 3 — Expressive tone

Spontaneous, emotional, and uninhibited tone; generally inappropriate when it shifts clinical focus to the HCP.

HAN 333 Ch 3 — Directive tone

Authoritative or judgmental tone used to give orders; generally inappropriate with patients.

HAN 333 Ch 3 — Problem-solving tone

Rational, objective, unbiased tone most often useful in patient care.

HAN 333 Ch 3 — Emphasis

Stress placed on particular words that can change a sentence's perceived meaning.

HAN 333 Ch 3 — Medical jargon

Specialized professional vocabulary that can confuse patients; explain concepts in familiar words.

HAN 333 Ch 3 — If you do not know an answer

Say so clearly and find the answer from an appropriate clinician.

HAN 333 Ch 3 — Good listening behavior

Face the patient, attend to what they say, offer appropriate eye contact, and let them finish without interruption.

HAN 333 Ch 3 — Paraphrasing

Restating a patient's message in your own words to verify understanding and invite correction.

HAN 333 Ch 3 — Benefits of paraphrasing

Checks meaning for both people, builds rapport, keeps focus on the patient, and conveys understanding.

HAN 333 Ch 3 — Empathy

Trying to understand and share how another person feels from their perspective.

HAN 333 Ch 3 — Sympathy

Feeling concern or pity for another person's suffering without necessarily sharing their perspective.

HAN 333 Ch 3 — Open-ended question

Invites a detailed answer, often beginning with how or what.

HAN 333 Ch 3 — Closed question

Invites a brief focused answer, such as yes, no, or a specific fact.

HAN 333 Ch 3 — Multiple choice question

Offers alternatives and may help a withdrawn or anxious patient answer, though too many options can overwhelm.

HAN 333 Ch 4 — Tact and diplomacy

Expressing disagreement or dissatisfaction without putting down another person.

HAN 333 Ch 4 — Courtesy and respect

Being considerate of another's feelings and showing that the person matters.

HAN 333 Ch 4 — Genuineness

Engaging sincerely rather than merely going through the motions.

HAN 333 Ch 4 — Appropriate self-disclosure

A brief relevant personal example used to deepen understanding while promptly returning focus to the patient.

HAN 333 Ch 4 — Assertiveness

Expressing needs or views clearly and confidently while respecting others.

HAN 333 Ch 4 — Aggressiveness

Pushing one's views in a way that disregards or attacks others.

HAN 333 Ch 4 — Therapeutic silence

Allowing time for a patient to gather thoughts and speak.

HAN 333 Ch 4 — Nonjudgmental response

Listening to patient beliefs or choices without expressing moral approval or disapproval.

HAN 333 Ch 4 — Giving recognition

Noticing a patient's positive change or effort to reinforce progress without judging their worth.

HAN 333 Ch 4 — Giving the opening

Inviting the patient to introduce a topic through an open-ended prompt.

HAN 333 Ch 4 — Making observations

Gently describing what you notice and inviting the patient to clarify its meaning.

HAN 333 Ch 4 — Easy reassurance as a roadblock

Promises such as 'everything will be fine' can dismiss feelings and create false hope.

HAN 333 Ch 4 — Minimizing feelings as a roadblock

Making light of distress can reduce trust and discourage disclosure.

HAN 333 Ch 4 — Approval or disapproval as a roadblock

Turns care into perceived rewards or moral judgment.

HAN 333 Ch 4 — Agreeing or disagreeing as a roadblock

Makes the patient's concerns into a debate over who is right.

HAN 333 Ch 4 — Personal advice as a roadblock

Substitutes the HCP's opinions for a patient-centered discussion and appropriate clinical guidance.

HAN 333 Ch 4 — Prying as a roadblock

Pushing a topic after the patient clearly declines to discuss it.

HAN 333 Ch 4 — Defensiveness as a roadblock

Responding to patient dissatisfaction as a personal attack instead of exploring the concern.

HAN 333 Ch 4 — Compensation

Overemphasizing a strength to make up for a perceived weakness.

HAN 333 Ch 4 — Denial

Rejecting a distressing fact, feeling, or need, often unconsciously.

HAN 333 Ch 4 — Displacement

Redirecting an unacceptable feeling toward a safer substitute person or object.

HAN 333 Ch 4 — Dissociation

Disconnecting the emotional significance from an idea or event.

HAN 333 Ch 4 — Identification

Imitating someone else's behavior to conceal perceived inadequacy in one's own.

HAN 333 Ch 4 — Projection

Attributing one's own feelings to someone or something else.

HAN 333 Ch 4 — Rationalization

Using false reasoning to justify unacceptable behavior.

HAN 333 Ch 4 — Regression

Returning unconsciously to less mature behavior or thought.

HAN 333 Ch 4 — Repression

Putting painful thoughts or feelings out of awareness.

HAN 333 Ch 4 — Responding to an angry patient

Stay calm and respectful, invite specific concerns, avoid defensiveness, follow through on promises, and seek help if threatened.

HAN 333 Ch 4 — Responding to an anxious patient

Acknowledge anxiety, reduce discomfort and distractions, give truthful information, and notify the clinician of concerns.

HAN 333 Ch 4 — Concern about patient care

Inform a supervisor promptly; ask before acting if unsure.

HAN 333 Ch 4 — HIPAA

Health Insurance Portability and Accountability Act; its privacy provisions protect identifiable patient health information.

HAN 333 Ch 4 — TPO

Treatment, payment, and healthcare operations: core permitted purposes for use or disclosure of patient information described in the slides.

HAN 333 Ch 4 — Protected identifiers

Information such as names, addresses, birthdates, phone numbers, medical record numbers, and photos that can identify a patient.

HAN 333 Ch 4 — Everyday privacy practices

Discuss information only for authorized work purposes, guard conversations and paperwork, and log off shared computers.

HAN 333 Ch 5 — Chronic illness

A long-term condition that may affect physical well-being, appearance, social roles, and independence.

HAN 333 Ch 5 — Communicating about chronic illness

Treat the patient as the expert on living with the condition, build a relationship, offer information in manageable amounts, and support choice.

HAN 333 Ch 5 — Terminal illness

A progressive condition that cannot be adequately treated and is expected to result in death; treatment often focuses on symptoms and comfort.

HAN 333 Ch 5 — Talking with a terminally ill patient

Ask readiness to discuss information, use plain language and a suitable setting, include chosen loved ones, and allow hope without avoiding end-of-life topics.

HAN 333 Ch 5 — Intellectual disability

Significant limitations in intellectual functioning and adaptive behavior, with widely varying communication abilities.

HAN 333 Ch 5 — Communicating with intellectual disability

Speak directly to the patient, allow time, reduce distractions, use short concrete sentences and visual aids, and check understanding.

HAN 333 Ch 5 — Role of caregivers

Their input can supplement the patient's message while the clinician continues to address the patient directly.

HAN 333 Ch 5 — Communicating with mental health disorders

Use respectful language, remain calm, minimize stress, paraphrase, avoid assumptions and commands, and verify understanding.

HAN 333 Ch 6 — Health literacy

Ability to obtain, process, and understand basic health information and services needed for health decisions.

HAN 333 Ch 6 — Health numeracy

Ability to understand and use health numbers such as risk, medication amounts, or nutrition labels.

HAN 333 Ch 6 — Plain language

Information patients can understand on first hearing or reading; lead with key points, use simple words and active voice, and explain medical terms.

HAN 333 Ch 6 — Supporting low health literacy

Limit messages, assess understanding throughout, add pictures, offer reading help, and align instructions with daily routines.

HAN 333 Ch 6 — Teach-back

Ask the patient to explain key information or instructions in their own words to check how well you explained them.

HAN 333 Ch 6 — Why use a qualified medical interpreter?

Improves accuracy and confidentiality when clinician and patient do not share a language.

HAN 333 Ch 6 — Working through an interpreter

Look at and speak to the patient, use short clear segments, observe nonverbal cues, repeat key points, and use teach-back.

HAN 333 Ch 6 — Communicating with visual impairment

Greet and address the patient directly, explain touch, describe surroundings verbally, ask before guiding, and announce when leaving.

HAN 333 Ch 6 — Service dog etiquette

Do not touch or distract the dog; ask before offering guidance.

HAN 333 Ch 6 — deaf versus Deaf

Lowercase deaf describes hearing status; uppercase Deaf refers to a cultural and linguistic community.

HAN 333 Ch 6 — Hard of hearing

Having some hearing that can be used for communication.

HAN 333 Ch 6 — Communicating with hearing loss

Get attention, face the patient, learn their preferred method, speak clearly at a moderate pace, rephrase or write as needed, and use visual aids.

HAN 333 Ch 6 — Older patient communication

Account for possible sensory loss and slower processing; focus on one topic, reduce distractions, repeat essentials, and provide written instructions.