Communications

Question 1

Outline the transactional communication model.

Answer 1

Each party of a communication is both a sender and a receiver. Communication affects all parties involved and is fluid and simultaneous.

Communication is a continuous back and forth of messages and feedback from both parties with the fault being both parties share the same meaning of the message.

Question 2

Name the factors that can affect communication.

Answer 2

• Skills, beliefs, and attitudes of the sender and receiver
• Selection of the correct method of delivery
• Barriers to communication (called noise in the Transactional Communication Model)

Question 3

List the types of noise that can hinder communication according to the transactional communication model.

Answer 3

Environmental noise: anything in the physical environment that obstructs the delivery of the message, even if the message is clear, such as other people, equipment, temperature

Semantic noise: language issues such as use of jargon, literacy level of the recipient does not match the message, communication in the recipient’s second language

Physiological noise: health (physical and emotional) and cognitive abilities of the parties

Question 4

Name some non-verbal cues that may indicate ineffective communication is occurring.

Answer 4

• Clients are inattentive or distracted
• Lack of eye contact
• Facial expressions
• Posture
• Gestures

Question 5

Name the HCP’s three listening goals (according to Tamparo and Lindh).

Answer 5

1. Improve listening skills so you can hear clients accurately
2. Listen for what the client is NOT saying, i.e. for information being transmitted only through hints and vague responses
3. Determine how accurately the message has been received

Question 6

Define health literacy.

Answer 6

Health literacy is the ability to access, understand, evaluate, and communicate information as a way to promote, maintain, and improve health in a variety of settings across the life-course.

Question 7

List direct and indirect impacts of low literacy and low health literacy.

Answer 7

Direct:

• incorrect use of medications
• not following health instructions
• harm or injury

Indirect:

• poverty
• unhealthy lifestyle practices
• stress
• low self-esteem
• dangerous work environments
• lack of or inappropriate use of health services

Question 8

Define motivational interviewing.

Answer 8

Motivational interviewing is an evidence-based approach to communication that facilitates overcoming the ambivalence that prevents people from making desired changes in their lives. It is a collaborative communication style for strengthening an individual’s motivation and commitment to change.

Question 9

Define the “righting reflex.”

Answer 9

The righting reflex refers to the clinician’s instinct to immediately diagnose and direct the client how to fix the problem.

Question 10

Name the four components of the spirit of motivational interviewing.

Answer 10

Partnership: collaboration between experts

Acceptance: accept what the client brings (unique experiences, values, and preferences) and what they choose

Compassion: caring for their best interests

Evocation: focus on exploring their existing strengths rather than deficits

Question 11

List the four processes of motivational interviewing.

Answer 11

Engaging: create a person-centred and empathetic communication style

Focusing: identify a particular target for change

Evoking: work to evoke the client’s motivation for change

Planning: move towards action

Question 12

Name the core interviewing skills.

Answer 12

Open questions: invite the client to think before responding and to tell their story

Affirmation: recognizing and acknowledging positive intentions and actions without praising (which can be condescending)

Reflection: verify understanding of what the client means and believes

Summarizing: paraphrase what they have said

Question 13

Explain the difference between change talk and sustain talk.

Answer 13

Change talk indicates that they are moving toward change or view change as favourable. It is linked to motivation.

Sustain talk indicates they are comfortable with the status quo and do not yet want to change.

Question 14

Explain the difference between the two types of change talk.

Answer 14

Preparatory change talk is more passive and indicates a desire to initiate change in he future. Mobilizing change talk is more active and indicates a readiness to change immediately.

Question 15

Name the types of preparatory change talk.

Answer 15

Desire
Ability
Reason
Need

Question 16

Name the types of mobilizing change talk.

Answer 16

Commitment
Activation
Taking steps

Question 17

List the steps of the communication cycle.

Answer 17

1. The sender creates or encodes a message, ideally, a clear thought expressed in carefully chosen words.
2. The sender communicates the message by speaking, listening, gesturing, or writing.
3. The receiver decodes the communication.
4. The receiver and sender verify if the message was received correctly by providing feedback verbally or non-verbally.

Question 18

List signs of discord in the context of motivational interviewing.

Answer 18

Defending: blaming, minimizing, justifying
Squaring off: arguing
Interrupting
Disengaging