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active listening
when someone listens by giving their full attention, listening to understand, and providing thoughtful input
assertiveness
showing confidence in oneself
bias
prejudice for or against a person or group compared to another group
channel
the mode in which the communication is sent
communication
the sharing of ideas and thoughts among people
courtesy
the practice of being polite, respectful, and considerate
cultural barrier
a mental limitation or block about other cultures
culturally competent care
meeting and respecting a patient’s social, cultural, and linguistic needs while providing care
electronic communication
all communication transmitted electronically
electronic health record (EHR)
a digital format of a complete medical record of a patient that is able to be shared across multiple healthcare organizations
electronic medical record (EMR)
a digital format of a patient’s medical chart specific to a single medical facility or practice
emotional barrier
a mental limitation or block that influences how others’ actions are perceived
emotional intelligence (EI)
the capacity to control and express emotions
empathy
the ability for one person to understand and share the feelings of another person
engage
active listening, with nonverbal communication, asking for feedback when necessary
false reassurance
giving comfort that is not based in facts
feedback
the response given by a receiver to a sender
Health Insurance Portability and Accountability Act (HIPPA)
a federal law creating the national standards to protect sensitive patient health information from being disclosed
health literacy
the ability of a patient to understand and use information to make health-related decisions
implicit bias
unconscious prejudice
interactional model
communication as a two-way process that allows for feedback, and a person alternates as both sender and receiver
interdisciplinary
relating to more than one branch of knowledge
interpersonal barrier
negative pattern of behavior that hinders communication and impacts relationship management
interpersonal communication
exchange of information between two or more people
intrapersonal communication
exchange of information with oneself
listening
the ability to thoughtfully receive and interpret messages
message
the information to be conveyed or communicated
motivational interviewing (MI)
an evidence-based counseling approach that involves discussing feelings and incentives with a patient
nontherapeutic communication
negative expressions, attitudes, and actions that make a patient feel uneasy
nonverbal communication
exchange of information without the use of words; with facial expressions, posture, eye contact, gestures, and physical touch
offering self
contributing support by being present or spending time with a patient
passive listening
when someone listens to simply hear the messages being sent but may not be mentally or emotionally present and does not engage in the communication process
perceptual barrier
internal bias that influences the way an individual perceives others
physical barrier
tangible external or internal obstruction to communication
public communication
exchange of information between any size audience
receiver
the person who receives the message and interprets it
referent communication
the use of faces and objects in the place of words during communication encounters
reflective thinking
the practice of reviewing past communication experiences
resolution
determination of an act that depends on both parties agreeing to an outcome
self-awareness
being able to recognize and understand one’s own emotions
self-management
the ability to control impulsive feelings and behaviors
semantic noise
type of communication barrier that occurs when the sender and receiver of a message have different understandings of the meanings of words, phrases, symbols, or language in general
sender
the person who initiates a message
small-group communication
exchange of information between three or more people
SMART goal
an acronym for goals that are specific, measurable, attainable, relevant, and timely
social awareness
an understanding of the strong emotions one might encounter as part of their experiences and how they can empathize with others
social/relationship management
building and maintaining good relationships with empathy and patience as the tenets of those relationships
stereotype
an oversimplified image of certain people or group
therapeutic communication
a specialized form of communication used by healthcare professionals to establish a therapeutic or healing relationship with patients
transactional model
a two-way process of communication where the sending and receiving of messages happen simultaneously
transmission model
a one-way, linear process of communication
verbal communication
the production of spoken language to send to a listener
visual communication
using visual elements to create messages or impart information
written communication
any written message, from formal letters to text messages
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