Podcast
Questions and Answers
Asking questions to your supervisor can lead to annoying them and creating a bad impression.
Asking questions to your supervisor can lead to annoying them and creating a bad impression.
False
It's acceptable to interrupt your supervisor during a busy day to ask a single question.
It's acceptable to interrupt your supervisor during a busy day to ask a single question.
False
Informing your supervisor of issues shows that you are not capable of handling responsibilities.
Informing your supervisor of issues shows that you are not capable of handling responsibilities.
False
You should never ask a question if you're unsure about the right thing to do.
You should never ask a question if you're unsure about the right thing to do.
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Minimizing interruptions of your supervisor's time is not important.
Minimizing interruptions of your supervisor's time is not important.
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Showing initiative at work means doing only what is required of you.
Showing initiative at work means doing only what is required of you.
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It's okay to take risks when it comes to patient care if you're unsure about what to do.
It's okay to take risks when it comes to patient care if you're unsure about what to do.
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Asking questions can make you look incompetent in front of your supervisor.
Asking questions can make you look incompetent in front of your supervisor.
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Effective professional communication practices involve repeatedly interrupting your supervisor.
Effective professional communication practices involve repeatedly interrupting your supervisor.
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It's not necessary to think about effective professional communication practices when interacting with your supervisor.
It's not necessary to think about effective professional communication practices when interacting with your supervisor.
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Study Notes
Roadblocks to Therapeutic Communication Part II – The Patient's Behavior
- Projection: when a patient attributes their own feelings to someone else, e.g., accusing a healthcare provider (HCP) of anger when they themselves are angry.
- Rationalization: when a patient justifies unacceptable behavior with false reasoning, e.g., blaming an HCP for not asking about availability when they failed to show up for an appointment.
- Regression: when a patient reverts to childish or immature behaviors or thoughts in difficult situations.
- Repression: when a patient suppresses painful or difficult thoughts, feelings, or ideas, e.g., avoiding decision-making or consideration of unpleasant options.
Angry Patients
- Anger can stem from perceived inadequate care, unfair treatment, loss of control, frustration, or ineffective therapeutic communication.
- Identify anger by recognizing physical and verbal cues.
- Manage anger by:
- Staying calm, respectful, and genuine.
- Focusing on the patient's physical and medical needs.
- Avoiding defensive responses to accusations.
- Encouraging patients to specify their concerns and underlying reasons.
- Presenting a clear and firm perspective.
- Following through on promises.
- Providing a safe space for patients to express emotions.
Anxious Patients
- Anxiety can arise from the medical environment, uncertainty about illness, or fear of test results.
- Recognize anxiety by observing physical and verbal cues.
- Manage anxiety by:
- Quickly identifying signs of anxiety.
- Acknowledging anxiety and its sources.
- Using nonverbal communication, maintaining distance, and making eye contact.
- Listening attentively and empathetically.
- Determining support systems, such as family and friends.
- Creating a warm and trustworthy environment.
- Providing truthful information about anxiety sources.
Communication with Other Members of the Healthcare Team – Colleagues
- Choose appropriate times and places for important communication.
- Respect coworkers' time by asking about availability before discussing important matters.
Communication with Other Members of the Healthcare Team – Supervisor
- Keep supervisors informed about patient care concerns, problems, or office issues.
- Ask questions when unsure about procedures or responsibilities.
- Minimize interruptions of supervisors' time by scheduling discussions or saving questions.
- Show initiative by being proactive and open-eyed at work.
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Description
This quiz explores the patient's behavior in therapeutic communication, including projection and other roadblocks. Understand the concept of projection and its impact on effective communication.
