HCA 301: Effective Communication in Healthcare

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What is the suggested method to interrupt a speaker?

Walking away from the conversation

Repeating their name firmly and loudly without anger (correct)

Telling them to calm down

Raising your voice and arguing back

What is the primary reason for staying with the person who is crying?

To avoid feeling uncomfortable

To comfort them

To stay in control of the conversation

To let them compose themselves (correct)

How should you respond to silence in a difficult conversation?

Change the subject to avoid awkwardness

End the conversation immediately

Stay relaxed, attentive and expect an answer (correct)

Become aggressive and force an answer

Why might it be useful to reschedule a difficult conversation?

To give the person time to think and reflect Signup and view all the answers

What is the goal of saying 'I want to hear your point of view...' in a difficult conversation?

To show empathy and encourage openness Signup and view all the answers

What is tears often a sign of in a difficult conversation?

Emotional intensity or resistance Signup and view all the answers

What is the primary goal of keeping the accountability for timekeeping with the person you're having a difficult conversation with?

To convey that you believe they can solve the problem as a responsible adult Signup and view all the answers

What is a common response to deflections in a difficult conversation?

Acknowledging the concern and redirecting the conversation Signup and view all the answers

What is the primary purpose of halting a diatribe in a difficult conversation?

To treat the person with respect and maintain a constructive conversation Signup and view all the answers

What is an example of a deflection in a difficult conversation?

I don't have time to discuss this right now Signup and view all the answers

Why is it important to acknowledge the person's concern in a difficult conversation?

To demonstrate that you're listening and understand their perspective Signup and view all the answers

What is the outcome of responding effectively to deflections in a difficult conversation?

The conversation becomes more productive and focused Signup and view all the answers

What is the primary goal of verifying understanding in communication?

To ensure the receiver has understood the specific request for action Signup and view all the answers

What percentage of people who witnessed difficult situations felt able to address them according to the 'Silence Kills' study?

Less than 10 per cent Signup and view all the answers

What is a common consequence of avoiding difficult conversations in a team?

Consequences for the patient Signup and view all the answers

What is a common fear that leads to avoiding difficult conversations?

Fear of feeling awkward Signup and view all the answers

What is the title of the study that investigated the types of messages that are difficult for managers, nurses, and doctors to address with each other?

Silence Kills Signup and view all the answers

What is a common barrier to team working according to the 'Silence Kills' study?

Unaddressed issues Signup and view all the answers

HCA 301: Effective Communication in Healthcare

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