Study Set Content:
Maintaining a closed posture
HINDERING BEHAVORS
Reading notes and charts during the interview
HINDERING BEHAVORS
Discuss on topic at a time.
COMMUNICATION SKILLS
Interrupt or redirect as necessary but do not interrupt when the patient is on track.
COMMUNICATION SKILLS
Listen to the patient; do not cut off the patient.
COMMUNICATION SKILLS
Discuss on topic at a time.
COMMUNICATION SKILLS
Move form general to specific topics.
COMMUNICATION SKILLS
Obtain the patient’s permission for the interview.
PATIENT-ORIENTED PROCESS SKILLS
Verify the patient’s name and correct pronunciation.
PATIENT-ORIENTED PROCESS SKILLS
Address the patient by the appropriate title.
PATIENT-ORIENTED PROCESS SKILLS
Maintain eye contact with the patient.
PATIENT-ORIENTED PROCESS SKILLS
Move form general to specific topics.
COMMUNICATION SKILLS
Pursue unclear answers to questions until they are clarified.
COMMUNICATION SKILLS
Ask simple questions.
COMMUNICATION SKILLS
Adopting a superior or threatening posture
HINDERING BEHAVORS
Avoiding eye contact with the patient
HINDERING BEHAVORS
Engaging in sarcasm
HINDERING BEHAVORS
Making derogatory statements about other health care professionals
HINDERING BEHAVORS
Identify and recognize patient feelings. Verbally acknowledge inappropriate or hostile feelings.
COMMUNICATION SKILLS
Give feedback to the patient. Ask, “Is this what you mean?”
COMMUNICATION SKILLS
