Communication in Healthcare Settings

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What is the percentage of NHS staff who reported experiencing at least one incident of physical violence from patients, service users, relatives or other members of the public in the last 12 months?

20.5%

27.8%

14.7% (correct)

10.1%

What is the primary cause of conflict according to the provided text?

Lack of effective communication (correct)

Power struggle

Difference in opinions

Incompatible personalities

What is the main goal of keeping a safe distance in conflict situations?

To show empathy

To intimidate the opponent

To assert dominance

To prevent escalation (correct)

What is the percentage of NHS staff who reported experiencing at least one incident of harassment, bullying or abuse in the last 12 months?

27.8% Signup and view all the answers

What is the definition of communication according to the provided text?

A process of transmitting information Signup and view all the answers

What is the primary focus of the learning outcomes in this module?

Recognising and de-escalating conflict situations Signup and view all the answers

What is a common barrier to effective communication, particularly in a cross-cultural context?

Language differences Signup and view all the answers

What can be a sign of conflict warning in non-verbal communication?

A distinct pulse visible in the neck Signup and view all the answers

What is a way to manage conflict in verbal communication?

Using humour to lighten the mood Signup and view all the answers

What is an example of verbal assault?

Threatening behaviour Signup and view all the answers

What is the traditional view of conflict?

Conflict is avoidable Signup and view all the answers

What is a key aspect of non-verbal communication?

The facial expressions Signup and view all the answers

What can hinder cross-cultural communication?

A lack of understanding between participants Signup and view all the answers

What is an example of para-verbal communication?

The tone of voice Signup and view all the answers

What is the current view of conflict?

Conflict arises from many causes Signup and view all the answers

What is important for effective communication?

How you say it Signup and view all the answers

What is the primary purpose of de-escalation?

To alleviate stress before it becomes a more significant issue Signup and view all the answers

What should you avoid when communicating during a de-escalation situation?

Ordering or threatening the individual Signup and view all the answers

According to the conflict pyramid, what is the most severe level of conflict?

Crisis Signup and view all the answers

What is the primary benefit of de-escalating yourself first?

To ensure your safety and the safety of others Signup and view all the answers

What percentage of NHS staff reported experiencing physical violence from patients or others in the last 12 months?

14.7% Signup and view all the answers

What is the purpose of the LEAPS model?

To de-escalate hiccups Signup and view all the answers

What is a characteristic of a 'clash' type of conflict?

It grows from minor irritations and is more difficult to sort out Signup and view all the answers

What should you do if an object constituting a weapon is produced during a conflict?

Immediately evacuate the location Signup and view all the answers

What is the purpose of the CUDSA model?

To respond to clashes Signup and view all the answers

What is the primary benefit of maintaining an adequate distance between you and the other person during a conflict?

To allow space and time to back off if the individual advances Signup and view all the answers

What is the recommended course of action when dealing with an upset customer?

Remain calm and respectful Signup and view all the answers

What can provoke patients and lead to conflict?

Using provocative language Signup and view all the answers

In a conflict situation, what can be helpful?

Remaining silent Signup and view all the answers

What is important to ensure in a conflict situation?

Personal safety and the safety of others Signup and view all the answers

What can help prevent conflict?

Remaining respectful and tolerant Signup and view all the answers

What should you do if you fear violence is likely?

Get help and support Signup and view all the answers

What is the primary goal of understanding the nurse's perspective in the CUDSA scenario?

To identify the root causes of the errors and develop a collaborative solution Signup and view all the answers

In the PALMS scenario, what is the primary reason for positioning yourself in a particular manner?

To facilitate open communication and resolution Signup and view all the answers

What is the primary role of the pharmacist in the PALMS scenario?

To provide a neutral and non-confrontational space for the conversation Signup and view all the answers

In the CUDSA scenario, what is the primary goal of defining the problem with the nurse?

To engage in an open and non-confrontational discussion about the errors Signup and view all the answers

What is the primary benefit of maintaining a neutral stance in the PALMS scenario?

It ensures a resolution that satisfies both parties Signup and view all the answers

In the CUDSA scenario, what is the primary goal of brainstorming strategies with the nurse?

To develop practical solutions to address the root causes of the errors Signup and view all the answers

What is the primary importance of looking and listening to the customer's account in the PALMS scenario?

To empathise with the customer's experience and gain insight into their feelings Signup and view all the answers

In the CUDSA scenario, what is the primary goal of reaching a mutual agreement with the nurse?

To establish clear expectations and responsibilities for both parties Signup and view all the answers

What is the primary importance of creating a comfortable and private space in the PALMS scenario?

To facilitate open communication and resolution Signup and view all the answers

In the CUDSA scenario, what is the primary role of the pharmacist in addressing the medication errors?

To collaborate with the nurse to address the root causes of the errors Signup and view all the answers

What is the primary purpose of using phrases like 'I can see this has made you angry' in conflict resolution?

To acknowledge and validate the person's emotions Signup and view all the answers

What is the primary goal of the CUDSA model in conflict resolution?

To reach an agreement and find a way forward Signup and view all the answers

What is the primary focus of the PALMS model in conflict resolution?

To position oneself safely and create a non-inflammatory environment Signup and view all the answers

What is the primary benefit of supporting employees after an incident?

To value and respect employees and provide them with assurance Signup and view all the answers

What is the primary purpose of asking open-ended questions in conflict resolution?

To encourage the other person to reconsider their decision and explore alternatives Signup and view all the answers

What is the primary goal of summarising the conversation in conflict resolution?

To offer alternative options or compromises that address the issue Signup and view all the answers

What is the primary benefit of using the LEAPS scenario in conflict resolution?

To ensure that the conversation is respectful and professional Signup and view all the answers

What is the primary goal of fully investigating an incident after it occurs?

To prevent future incidents from occurring Signup and view all the answers

What is the primary benefit of providing appropriate training to employees after an incident?