- 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