human relations 2
Terms
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- Medical practices are most effectively marketed by __________________________________.
- how we treat the patients
- Why would an MA need to learn basic phrases of another language?
- non-english speakers
- Destructive dependence is based on _______________.
- fear
- The first 2 steps in problem solving are ______________________ & _______________________.
- Identify problem, identify your role
- Constructive dependency is based on ____________.
- respect
- How do we make patients feel accepted?
- greeting them when they arrive, understand stress due to illness, patients can detect insincerity
- Personal distance zone?
- 1-1/2' to 4'
- What is HERO?
- Health education resource organization
- Glasser's theory of "need to love & be loved" corresponds with Maslow's theory _________________.
- Level 3, love
- ________ and _____- ________ communication must be taken into consideration to accurately interpret a message between sender and receiver.
- verbal and non-verbal
- criticizing.... defense mechanism or barrier?
- barrier
- Discussing with the supervisor a more efficient way to organize patient check-in's is an example of _________ - _____________.
- self-motivation
- List 5 types of special patients.
- non-english speakers, blind, elderly, deaf, terminally ill
- Define discrimination
- Actions based on superficial qualities or feelings
- What is the BIGGEST danger of criticism?
- destroying interpersonal skills
- Open or closed statement: Has this ever happened before?
- closed
- List 5 example of non-verbal communications.
- posture, appearance, facial expression, movement, body language
- Define feedback.
- Verbal or non-verbal communication that the receiver got and understood the message
- Rationalization, projection, displacement, repression, withdrawal, and substance abuse are all examples of _____________________________.
- Defense mechanisms
- Advising.... defense mechanism or barrier?
- barrier
- What are the 3 roles of destructive dependency?
- Enabler, Victim, Rescuer
- Explain how to communicate with a patient that is hearing impaired.
- Write it, use third party
- Intimate distance zone?
- touching
- Define Assertive.
- Standing up for yourself in a tactful way
- Define defense mechanisms.
- mental devices used to provide comfort and validation
- displacement.... defense mechanism or barrier?
- defense mechanism
- Business distance zone?
- 12' +
- Social distance zone?
- 4' to 12'
- substance abuse.... defense mechanism or barrier?
- defense mechanism
- Warmth and friendliness are examples of _____________ _________.
- interpersonal skills
- projection.... defense mechanism or barrier?
- defense mechanism
- What are the 3 basic physical needs?
- food, water, oxygen
- What 2 things do the Reality Theory consist of?
- Love and esteem
- In the transactional analysis-freud, what are the Ego states for a parent?
- Rules and nurturing
- Define Autonomy.
- independence, self direction, self governance
- Rationalization.... defense mechanism or barrier?
- defense mechanism
- Body language is an example of ________________ communication.
- non-verbal
- lecturing.... defense mechanism or barrier?
- barrier
- Forgetting to say "Thank You" is an example of ____________ communication.
- negative
- Name the 4 things that create teamwork.
- Willing to help, Sensitive to the needs of others, understand your role, develop interpersonal skills
- Name the 4 psychological expressions.
- facial expression, attire, posture, verbal
- repression..... defense mechanism or barrier?
- defense mechanism
- Define prejudice.
- attitude based on superficial qualities or feelings
- Wearing a tailored, professional uniform will enhance the MA's ____________ ____________.
- personal appearance
- Advising, Lecturing, criticizing, and interrogation are example of ______________.
- barriers
- How would you handle explaining to a patient that the physician is running behind.
- brief explanation, offer to reschedule
- How do we assess to see if we are communicating negatively?
- by the recipients negative verbal or non-verbal feedback
- withdrawal.... defense mechanism or barrier?
- defense mechanism
- What is the formula for behavior according to the Casual Approach - Ojeman?
- MF + R + IPS = Behavior
- interrogation.... defense mechanism or barrier?
- barrier
- Give an example of how to reduce stress.
- Take on another responsibility when busy, helps keep your mind off things
- What does is mean when you clarify?
- Seeking more information to understand
- Are you married or single is an example of an __________ statement question.
- closed
- Define cultural bias.
- unawareness of ones culture
- Attention to personal space, posture and touch are examples of?
- Distant zones
- List the Hierarchy of Needs (Levels). 5 to 1
- Self actualization, Esteem, love, Safety, Survival needs
- "This paperwork wont take long at all" is an example of _____________ communication.
- positive
- What is psychology?
- Study of the basic aspects of life