Podcast
Questions and Answers
What is one way to avoid getting involved with gossip?
What is one way to avoid getting involved with gossip?
Which of the following is NOT one of the five factors making up the competencies required for teams?
Which of the following is NOT one of the five factors making up the competencies required for teams?
What is the first stage of team development?
What is the first stage of team development?
What are the consequences of a lack of commitment in a team?
What are the consequences of a lack of commitment in a team?
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Which of the following best describes the concept of change as mentioned?
Which of the following best describes the concept of change as mentioned?
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What is a key aspect of effective communication?
What is a key aspect of effective communication?
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Which strategy is NOT effective when communicating with someone who is upset?
Which strategy is NOT effective when communicating with someone who is upset?
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What is the best way to communicate with individuals who have speech impairments?
What is the best way to communicate with individuals who have speech impairments?
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Which generation is characterized by being risk averse and growing up with the internet?
Which generation is characterized by being risk averse and growing up with the internet?
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In conflict management, which approach involves finding a solution that satisfies both parties?
In conflict management, which approach involves finding a solution that satisfies both parties?
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What behavior is characteristic of a 'Know-It-All' in the workplace?
What behavior is characteristic of a 'Know-It-All' in the workplace?
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What does accountability primarily involve?
What does accountability primarily involve?
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When dealing with difficult people, which approach is considered least effective?
When dealing with difficult people, which approach is considered least effective?
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Study Notes
Effective Communication
- Effective communication involves choosing words carefully, saying them clearly, and supporting them with appropriate body language.
- Communication ability influences hiring chances, job satisfaction, and respect received.
Active Listening
- Active listening requires being in a conversation and often initiating it.
- Introduce yourself and pronounce your name clearly.
- Be patient if someone has trouble pronouncing it.
The Listening Process
- Listen and observe body language.
- Summarize what is understood.
- Ask open-ended questions (e.g., who, what, where).
- Pause, do not interrupt.
Listening to Someone Upset
- When a patient or coworker is upset, do not try to solve the problem or determine facts.
- Validate and accept their feelings.
- Help them calm down and become reasonable.
Communicating with Hearing Impaired
- Hearing aids may help, but speech quality alone does not indicate hearing impairment.
- If hearing loss occurred after age 12, speech may still be clear.
- Use medical terminology carefully or ask if they can understand you; writing avoids confusion.
- Utilize body language and interpreters.
Communicating with Visually Impaired
- Identify yourself and role.
- Put yourself in their shoes.
- Give verbal directions as you move forward.
- When offering a seat, place their hand on the chair back.
- Let them know when you leave the room and/or introduce them to those in the room.
Communicating with Small Children
- Maintain eye contact and use simple words.
Communicating with Elderly People
- Approach from the front.
- Smile.
- Speak slower in a calming tone.
Communicating with Other Generations
- Be neutral in appearance and communication style.
- Be aware of generational preferences (e.g., Traditionalists, Baby Boomers, Generation X, Millennials, Generation Z).
Communicating with People Who Speak Little or No English
- Utilize professional interpreters.
- Employ body language.
- Correcting English may create unnecessary issues.
- Use phrases like "please" and "thank you"
Communicating with Speech Impairment
- Do not pretend to understand.
- Ask them to repeat.
- Use short answers that only need a nod.
- Ask if writing is acceptable.
Communicating with People with Speech Impairments
- Do not assume a person has a speech impairment based on speech quality alone.
- Ask your patient if medical terminology is difficult to understand.
- Consider body language and language usage differences.
Speaking and Writing Professionally
- Avoid sharing too much personal information.
- Avoid potentially sensitive topics.
- Write clearly and concisely.
- Spell words correctly.
- Avoid using slang or abbreviations inappropriately.
Conflict Management
- Conflict is often viewed as a difficult issue.
- Respond calmly to anger and confrontation, and try to understand why behavior occurs.
- Be aware of conflict stages (avoiding, compromising, collaborating, accommodating, competing).
Problem Behaviors in Co-Workers and Patients
- Bullies often have insecurity and need to control others.
- Tolerate abuse can continue the behavior.
- Do not engage with abusive behavior.
- Avoid hostile exchanges with argumentative people.
- Be aware of how you may be perceived (e.g., controlling, interfering, etc.)
Change and Flexibility
- Change is constant in institutions, organizations, and individuals.
- Adaptability is a quality to make adjustments.
- Flexibility is the willingness to make last-minute changes.
- Embracing change is crucial for work success.
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Description
This quiz covers the essential elements of effective communication including active listening, body language, and supporting those in distress. Learn how to enhance your communication abilities in both personal and professional settings. Ideal for improving interaction with individuals who may have hearing impairments.
