active listening- paying attention completely to the speaker, concentrating on the verbal message, watching for nonverbal cues, and offering a response. aggressive- trying to impose one's point of view on others. attitudes- opinions that develop from one's value system auditory- by ear authorization- permission from a patient to release medical records to a specified recipient. behavior- the way in which one acts; the actions others see. bias- unfair preference or dislike that prevents forming an impartial opinion of someone or something; favoring a certain belief or attitude. character- the sum of the values, attitudes, and behaviors a person exhibits or possesses. closed-ended questions- questions that can be answered yes or no. condescending- acting or speaking with an attitude of superiority; patronizing. consent- agreement or permission given, for example, to allow medical treatment or to release protected health information to a third party. culture- values, beliefs, attitudes, views, and customs shared by a group of people and passed on through the generations; a method of multiplying microbial organisms. defensive behavior- protective reaction to a perceived threat empathy- ability to understand and identify with what another person is experiencing without necessary experiencing the same thing. ethnicity- classification of people based on national origin or cultural tradition. ethnocentric- belief that one's own culture is better than any other.

feedback- response to a communication or stimulus. holistic- practice of medicine that focuses on the whole patient, addressing social, emotional, and spiritual needs as well as physical needs. kinesthetic- involving movement. leading question- question that includes or suggests an answer, such as open "was the pain you felt sharp or stabbing?" rather than a non leading such as "can you describe the pain you felt?" nonverbal communication- unspoken information conveyed through gesture and actions, including body language. open-ended questions- questions that require a broader response than just yes or no. passive listening- listening to someone without having to reply or actively respond, such as when listening as a member of an audience. pity- feeling sorry for a person. prejudice- performed and usually unfavorable belief or attitude toward a certain culture or group based on little or no information about the culture or group. probing question- question that seeks additional information, such as "does anything make the pain your describing better or worse?" protected health information (phi)- health information designated by the health insurance portability and accountability act (HIPAA) that, if revealed, could be used to identify the individual, including the patient's name, address, phone number, SSN, account number, and the like;phi information cannot be given out by any means, electronically, on paper, or orally, without the explicit consent of the patient. race- classification of people based on their physical or biological characteristics, such as skin color, shape of eyes, hair type, bone structure, or facial features. rapport- environment of understanding or cooperation. risk management- planning and implementing strategies to reduce a physicians risk of a lawsuit in the medical setting. stereotyping- formation of beliefs or attitudes that are often negative concerning specific characteristics of a person or group and applying them unfairly to an entire population. sympathy- the feeling of sorrow or pity for another person. values- set of standards a person uses to measure the worth or importance of someone or something. verbal communication- words and sounds or tone of voice a person uses to convey meanings . visual- of, related to, or used in vision.

1: holistic approach to medicine:
A: refers to caring for the entire patient.
B: it addresses the patients social, emotional, and spiritual needs, as well as the physical treatment of the patient.
C: it means treating everyone with respect and courtesy.
2: importance of self-awareness:
A: self-awareness leads to more effective communication.
B: terms of self-awareness include character, values, attitudes, prejudiced, behavior.
3: learning styles of our patients:
A: auditory- learns by hearing. visual learns by seeing. kinesthetic learns by doing.
4: unit of communication:
A: stimulus (sender/encoder) --->message verbal/nonverbal--->receiver/decoder---> encodes---> feedback verbal/nonverbal--->decodes--->sender/encoder.
5: factors affecting verbal communication:
A: tone, volume, clarity, pronunciation, word selection, attitude.
6: factors in nonverbal communication:
A: facial expressions, gestures, body language, eye contact, grooming, mannerisms.
II Communication types:
1: considerations when communicating:
A: goal of the communication, message to be given, listening skills to be used, receiving clarification and feedback, assessing if goal was met.
2: barriers to communication: compensation, denial, displaced anger, disassociation, projection, rationalism, regression, repression, sublimation.

3: avoiding prejudging and stereotyping (ways to avoid)
A: be aware of own beliefs, learn as much as possible, be sensitive, evaluate information, avoid jokes that involve gender, ethnicity etc..., be open to differences, ask patient to help you understand.

III communicating with patients and staff:

1: fears that cause patient anger:
A: poor diagnosis, equipment, pain, large bill for cost of treatment.
2: the white coat syndrome:
A: white coat syndrome refers to patients who are fearful of anyone in a white uniform.
B: patients with this syndrome experience high anxiety.
3: methods for communicating with anxious patients:
A: speak calmly, reassure patients, smile, touch hand, be empathetic.
4: communicating with the mentally ill.
A: determine the level of communication that is possible, speak slowly and clearly, keep messages short.
5: steps for addressing conflict:
A: communicate needs in simple terms, know when to express your feelings, do not assume you know the other person's feelings, look at the issue from the other person's perspective.
6: elements of critical thinking.
A: ask questions, define the problem, examine the evidence, avoid emotional reasoning, consider other interpretations, tolerate ambiguity, think about one's own thinking.
7: staff communication:
A: communication is virtually important to keep conflict to a minimum. in dealing with superiors, as with coworkers, communication should be kept positive.
IV: patient education:

1: HIPAA privacy rule:
A: the HIPAA privacy rule protects patients privacy. it allows patients to have better access to medical records. it provides more control over who can release medical information and how it will be done. 2: the MA's role in advising patients:
A: listen empathetically and establish rapport, ask reflecting or clarifying questions, clarify the information the physician has related to the patient, keep all matters related to the patient's personal health information confidential.

Behavior compensation Description substitution of an attitude, feeling, or behavior with its opposite. denial

unconsciously avoiding an unwanted feeling or situation

displaced anger

expressing angry feelings toward persons or objects that are unrelated to the problem

dissociation

not connecting one event with another introjection

adopting the feeling of someone else

projection

placing your own feelings on another person

rationalization

justifying thoughts or behavior to avoid the truth

regression

turning back to former patterns in times of great stress

repression

keeping unpleasant thoughts or feelings out of one's mind

sublimation

directing or changing unacceptable drives for security, affection, or power

Example mrs matthews believes the lump in her breast is cancer but she smiles and laughs whenever you talk to her about it. mr morgan cancels an appointment to have a psa blood test for prostate cancer in spite of having symptoms associated with prostate trouble. mrs matthews is angry at being diagnosed with cancer. she takes her anger out on family members. mary sims is a nurse who works with alcoholic patients. in her free time she drinks to excess. mr morgans friends have said that the psa test reliable and could relieve his anxiety about having prostate cancer. he believes them and has the test. mr morgan becomes irritated when the medical assistant calls to remind him of his appointment. he wrongly decides that she is irritated with him or dislikes him. in reality, he is upset with himself. mary sims believes that the appetite-suppressant benefit of smoking offsets the risk of developing cancer jimmy, who is toilet trained, reverts to bed wetting during hospitalization. mr morgan denies any urinary frequency when questioned by the physician mrs matthews is worried about having cancer and uses up energy cleaning her house.

into socially or culturally acceptable channels.