Communication Skills Flashcards

When a patient is angry and raising their voice, the healthcare worker should FIRST:

Answer: Remain calm, speak slowly, and acknowledge the patient's feelings

De-escalation begins with a calm demeanor and empathetic acknowledgment, which can reduce the patient's emotional intensity.

Which type of communication includes facial expressions, gestures, and posture?

Answer: Nonverbal communication

Nonverbal communication encompasses all body language cues such as facial expressions, gestures, eye contact, and posture.

A healthcare worker who uses the term 'hypertension' with a patient who has limited health literacy should instead say:

Answer: High blood pressure

Plain language alternatives like 'high blood pressure' are more accessible to patients with limited health literacy.

Which behavior demonstrates professional boundaries in patient communication?

Answer: Maintaining a warm, respectful relationship focused on the patient's health needs

Professional boundaries ensure the relationship remains therapeutic and focused on the patient's care rather than personal connections.

Feedback in the communication process is best described as:

Answer: The receiver's response that confirms the message was received and understood

Feedback closes the communication loop by allowing the sender to verify whether the message was received and understood correctly.

When working with a patient who does not speak English, the BEST practice is to:

Answer: Use a qualified medical interpreter or translation service

Qualified medical interpreters ensure accurate and confidential communication and reduce the risk of errors caused by untrained interpreters.

Which statement about written communication in healthcare is TRUE?

Answer: All entries should be signed, dated, and written in permanent ink

Healthcare documentation standards require that all entries include the author's signature, date, and be recorded in permanent ink to maintain integrity.