MDLB 1221 MODULE B QUESTIONS AND ANSWERS A+
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interpersonal relationships
interactions between one person and any other person or group
respect
belief in the individual worth of all people; same quality of care to all patients
courtesy
showing of politeness in one's attitude and behaviours towards others; worthy of the
same quality of healthcare
empathy
ability to identify with a persons feelings or thoughts; putting yourself in the place of
another and attempting to feel like that person; helps patients handle stress/anxiety;
allows patients to express their emotions, and helps to validate the patients feelings and
gives them a sense of control
human relationships/communication
speaking, listening, drawing, acting, and reading (etc.); importnat to understand some of
the motivating or limiting factors that influence behaviour and communication
self-concept/self-perception
how individuals view and characterize themselves; can be difficult to transmit to others
who don't share a similar background, and can be easily misinterpreted; can be
judgemental and comparative (good/bad at something; better/worse than someone)
past experiences
affect an individuals perceptions of others or situations; significant events, good or bad,
contribute to the development of values and beliefs that affect our perceptions
society and culture
values, beliefs, and behaviours that are expected and expected in one culture could be
viewed differently by another culture
recognizing diversity
nationality, ethnicity, culture, family backgrounds, life experiences, individual
challenges; continued awareness and knowledge of cultural differences can protect
from civil rights violations, promote an inviting workplace and increase innovation and
teamwork
recognizing diversity understandings
beliefs and values that shape a persons approach to health and illness; health related
needs of patients and their families related to the environments in which they live;
knowledge of customs and traditions related to health and healing; attitudes towards
seeking help from healthcare providers
verbal communication
sender (speaker), receiver (listener), and feedback; able to clarify ideas or correct
miscommunication
communication barriers
tone of voice, language used, language limitations/differences, background noise,
cultural diversity, emotions, age, gender, and physical disabilities
, active listening
ensure that the listener is interpreting what the speaker is saying exactly as the speaker
intended; listening carefullly and watching the speaker to show interest and pick up on
nonverbal cues
kinesics
nonverbal communication; facial expression, gestures, eye contact, body language;
tends to be more reliable with unintentional and continuous motions; patients face often
tells the HCW what the patient won't reveal verbally
kinesic slip
verbal and nonverbal messages do not match (people tend to trust what they see)
proxemics
individuals concept and use of space (personal bubble); influenced by age, gender,
culture, and the individuals needs at the time
intimate zone
1-18 inches
personal zone
1.5-4 feet
social zone
4-12 feet
public zone
12+ feet
appearance standards
cleanliness and confidence; skin/nails should be clean; deodorant worn, no fragrances;
long hair pulled back
control
essential to an individuals sense of well-being; recognizing fear in patients, which stems
from a perceived lack of control; patients given the chance to assert control will often
change their minds and agree to the procedure because they feel as though it was their
decision; asking patient instead of stating
trust
unquestioning belief by the patient that the HCWs are performing their job the best way
possible; do everything possible to win the patients confidence by always appearing
knowledgable, honest, and sincere
respect and confirmation
shown in both a positive feeling for a person and in specific action demonstrating that
positive feeling; it's an attitude that conveys an understanding of the importance of that
person as an individual
appropriate language
clear, concise language that includes vocabulary appropriate for your receiver; helps to
ensure that you intended message is understood
clarifying
always consider repeating or restating; offer to answer receivers questions or ask the
receiver questions; check for nonverbal confusion or hesitation
voice
by varying our vocal loudness, changing rate of speech, and modulating our inflections,
we can convey to our recipients the emotions and feelings of our messages
GRADED. Buy Quality Materials!
interpersonal relationships
interactions between one person and any other person or group
respect
belief in the individual worth of all people; same quality of care to all patients
courtesy
showing of politeness in one's attitude and behaviours towards others; worthy of the
same quality of healthcare
empathy
ability to identify with a persons feelings or thoughts; putting yourself in the place of
another and attempting to feel like that person; helps patients handle stress/anxiety;
allows patients to express their emotions, and helps to validate the patients feelings and
gives them a sense of control
human relationships/communication
speaking, listening, drawing, acting, and reading (etc.); importnat to understand some of
the motivating or limiting factors that influence behaviour and communication
self-concept/self-perception
how individuals view and characterize themselves; can be difficult to transmit to others
who don't share a similar background, and can be easily misinterpreted; can be
judgemental and comparative (good/bad at something; better/worse than someone)
past experiences
affect an individuals perceptions of others or situations; significant events, good or bad,
contribute to the development of values and beliefs that affect our perceptions
society and culture
values, beliefs, and behaviours that are expected and expected in one culture could be
viewed differently by another culture
recognizing diversity
nationality, ethnicity, culture, family backgrounds, life experiences, individual
challenges; continued awareness and knowledge of cultural differences can protect
from civil rights violations, promote an inviting workplace and increase innovation and
teamwork
recognizing diversity understandings
beliefs and values that shape a persons approach to health and illness; health related
needs of patients and their families related to the environments in which they live;
knowledge of customs and traditions related to health and healing; attitudes towards
seeking help from healthcare providers
verbal communication
sender (speaker), receiver (listener), and feedback; able to clarify ideas or correct
miscommunication
communication barriers
tone of voice, language used, language limitations/differences, background noise,
cultural diversity, emotions, age, gender, and physical disabilities
, active listening
ensure that the listener is interpreting what the speaker is saying exactly as the speaker
intended; listening carefullly and watching the speaker to show interest and pick up on
nonverbal cues
kinesics
nonverbal communication; facial expression, gestures, eye contact, body language;
tends to be more reliable with unintentional and continuous motions; patients face often
tells the HCW what the patient won't reveal verbally
kinesic slip
verbal and nonverbal messages do not match (people tend to trust what they see)
proxemics
individuals concept and use of space (personal bubble); influenced by age, gender,
culture, and the individuals needs at the time
intimate zone
1-18 inches
personal zone
1.5-4 feet
social zone
4-12 feet
public zone
12+ feet
appearance standards
cleanliness and confidence; skin/nails should be clean; deodorant worn, no fragrances;
long hair pulled back
control
essential to an individuals sense of well-being; recognizing fear in patients, which stems
from a perceived lack of control; patients given the chance to assert control will often
change their minds and agree to the procedure because they feel as though it was their
decision; asking patient instead of stating
trust
unquestioning belief by the patient that the HCWs are performing their job the best way
possible; do everything possible to win the patients confidence by always appearing
knowledgable, honest, and sincere
respect and confirmation
shown in both a positive feeling for a person and in specific action demonstrating that
positive feeling; it's an attitude that conveys an understanding of the importance of that
person as an individual
appropriate language
clear, concise language that includes vocabulary appropriate for your receiver; helps to
ensure that you intended message is understood
clarifying
always consider repeating or restating; offer to answer receivers questions or ask the
receiver questions; check for nonverbal confusion or hesitation
voice
by varying our vocal loudness, changing rate of speech, and modulating our inflections,
we can convey to our recipients the emotions and feelings of our messages
