36 terms

quiz ch. 4, 5, and 6

verbal communication
takes place when message is spoken, sender and receiver must apply same meaning to spoken words (7% is word spoken)
non verbal communication
body language (70% unspoken), unconscious body movements, gestures, and facial expressions (23% tone of voice conveying message)
active listening
verifies message from sender, received message is sent back to sender worded slightly differently
five C's of communication
Complete, Clear (eye contact enhances clarity, articulate & enunciate, time to process message, message must be heard) Concise, Cohesive, Courteous
body language
expressions that accompany speech, kinesics is study of body language, body language learned first, influenced by primary givers and cultures
personal space
comfortable personal space, handled differently by various cultures, explain invasive procedures
US culture (personal space)
intimate touching 1 1/2 feet apart
personal 1 1/2 to 4 feet
social 4 to 12 feet
public 12 to 15 feet
bias and prejudice barriers
caused by cultural and religious diversity
defense mechanism barriers
regression, denial, repression, projection, sublimation, displacement, compensation, rationalization, undoing,
moving back to a former stage to escape conflict or fear
rejection of or refusal to acknowledge
coping with an overwhelming situation by temporarily forgetting it; temporary amnesia
act of placing ones own feelings on another
redirecting a socially unacceptable impulse into one thats socially acceptable
displacing negative feelings onto something or someone with no significance to the situation
overemphasizing of characteristics to make up for a real or imagined failure or handicap
act of justification usually illogically that one uses to keep from facing the truth of the situation
actions designed to make amends to cancel out inappropriate behavior
maslow's hierarchy of needs
self actualization, esteem, love/belonging, safety, physiological
self actualization
morality, creativity, spontaneity, problem solving, lack of prejudice, acceptance of facts
self esteem, confidence, achievement, respect of others, respect by others
friendship, family, sexual intimacy
security of body, resources, employment, morality, family, health, and property
breathing, food, water, sex, sleep, homeostasis, excretion
body's response to mental and physical change
things or situations that cause stress
sympathetic nervous system
prepares body for fight or flight
parasympathetic nervous system
activated when body returns back to normal
role conflict, role ambiguity, role overload, role value
stages of burnout
honeymoon stage, reality stage, dissatisfaction stage, sad state stage
prevention of burnout
develop time management and prioritization techniques, develop outside interests, take steps to a health life style, self evaluation, set realistic goals, obtain written job description
terminal illness
life threatening disease, HIV, AIDS, cancer, ESRD (end stage renal disease)
strongest influence on dying patients
close friends and family
patients rights
refuse to say no to treatment
stages of grief
denial/disbelief, anger, bargaining, depression, acceptance
to accept reality of loss, experience pain, adjust to the loss, reinvest in a new reality