Review Questions

Review Questions

1.Why is effective communication an important factor in health care delivery?

Modern health care systems rely on the efficient and accurate delivery of large amounts of information. Diagnoses and treatments are often based on a variety of data that must be shared among many health care providers. There are vast networks of primary care providers, specialists, therapists, testing centers, medical facilities, and insurance companies working together to provide and coordinate patient care. The timely delivery of accurate information is crucial to system efficacy and efficiency.

2.How does communication affect patient well-being?

Communication by health care workers can help relieve patient stress by giving reassurance, providing appropriate information, and answering questions. Good communication can increase the speed of patient recovery.

3.What are the six steps of the communication process?

The six steps of the communication process:

1) Set communication goals: decide what you want to accomplish
2) Create the message
3) Deliver the message
4) Listen to and hear the response
7) Offer feedback, and seek clarification
6) Evaluate the encounter, and revise the message if needed

4.What are four types of questions? Give an example of each.

The four types of questions:

* Closed-ended questions
* Open-ended questions
* Probing questions
* Leading questions

Your examples should illustrate the basic features of each type of question, as explained in Table 16-1 in the textbook.

5. What is nonverbal communication? Give three examples.

Nonverbal communication is the process of sending a message by a means other than the spoken word. Nonverbal communication may be made by body movement (a shrug of the shoulders), by tone of the voice (sarcastic expression indicating annoyance), or by facial movement (hinting surprise, anger, or happiness). Touch, physical appearance, and gestures are other commonly used nonverbal communication techniques.

6.What is the meaning of “active listening”?

Listening is an active undertaking and a process requiring focus and concentration on what you are hearing, careful attention to the speaker, and observation of nonverbal communication.

7. What is the meaning of “empathy”? Why is it important in health care?

Empathy is understanding another person’s thoughts, feelings, and behavior. To experience empathy is to look at the world from the other person’s perspective. Empathy is a critical component of health care communication because it enables the health care worker to understand and address each individual patient’s particular needs better.

8. What is “feedback”? How can its use improve communication?

Feedback is a way for a message sender to check whether the message was heard and correctly understood by the receiver. The use of feedback helps avoid communication misunderstandings.

9. What are five common barriers that can interfere with communication?

Common barriers that can interfere with communication:

* Language differences
* Cultural influences
* Defense mechanisms
* Physical distractions
* Sensory impairments
* Medication effects
* Pain

10. Describe two specific considerations when communicating with patients who are:

Terminally ill: be willing to listen; show you care

Hearing impaired: speak slowly; speak distinctly

Visually impaired: announce your presence; explain what you are doing and why

Speech impaired: use pictures and drawings; use written language

Angry: remain calm; do not raise your voice

Unable to understand English well: do not raise your voice; use pictures, if available, and/or gestures

There are many other good examples.

11. What are eight ways to project a professional impression when speaking on the telephone?

To project a professional impression while on the telephone:

* Speak clearly; pronounce words correctly and distinctly.
* Speak at a moderate rate of speed.
* Strive for a pleasant, not high-pitched, tone.
* Project warmth, friendliness, and caring.
* Smile, when appropriate, as you speak.
* Put expression in your voice.
* Allow periods of silence for response.
* Never chew gum or eat when speaking on the phone.

12. What are the six steps for developing and delivering effective patient education?

The six steps for developing and delivering effective patient education:

1) Set education goals, also called learning objectives.
2) Create the instructional message.
3) Deliver the instruction.
4) Listen, and solicit questions.
5) Check for understanding, and request feedback.
6) Evaluate for patient understanding.

13. What are five ways to improve presentations given to groups?

To improve group presentations:

* Be clear about your purpose and most important points.
* Determine the audience’s needs, sophistication, and level of knowledge.
* Organize material for ease of presentation and reception.
* Avoid presentation confusion, such as skipping from topic to topic.
* Speak at a moderate rate.
* Prepare key points in notes or as a checklist.
* Look at audience while speaking.