week 4 module work

Question 1

what is importaqnt about asking questions in prof pray

Answer 1

-helps gather info and problem solve

closed questions: yes or no
open ended questions: get people to elabopratye
leading questions: will often make people reply yes

Question 2

what’s the order of asking these questions in a professional setting

Answer 2

use a combination of opened ended and closed questions
use the funnel effect: starting with open ended questions then move to more closed questions
explain why we need to ask questions and why it relates to the decision making process

Question 3

communicating about sensitive issues - what’s the best way?

Answer 3

• recognise potentially embarrassing info
• non threatening environment
  non verbal environment will convey info about confidentiality and privacy
  observe the patient’s behaviour
  discuss sensitive issues and avoid frightening scenarios

Question 4

what’s the difference between confidentiality and privacy?

Answer 4

privacy is the way we collect info, eg. in a private room
confidentiality is what is done with that information

Question 5

what are some sensitive issues in health for some people?

Answer 5

• adherence with medication
  alcohol use
  recreational drug use
  sexual issues
  sti’s
  mental health
  pregnant or breastfeeding

Question 6

how to ask sentivie questions appropriately?

Answer 6

et them know that these behaviours are common
this then makes the situation less threatening and that ‘everyone’ has similar issues.
this is called an accepting or universal statement.
preced questions with this statement - this will put them at ease

Question 7

previous slide cont

Answer 7

• privacy laws - only gather info you need
• is the question necessary
• explain why you are asking the question.
  use simple clear cut questions, don’t show embarrassment as if they are more taboo topics.

Question 8

what is the role of silence in communication?

Answer 8

• some people may need time to think and respond to answers in a conversation
• someone may have English as a second language
• don’t interrupt these silences as they may be thinking
• people can feel uncomfortable with silence - they may want to feel validated.
  -two ears and one mouth

Question 9

how to listen as a professional?

Answer 9

• acknowledging content and feelings of the message
  some important skills that are part of this are: summarising, paraphrasing and empathic responding

Question 11

what is paraphrasing in listening?

Answer 11

• patient may give you disorganising information
• summarising this back can make sure you understand the info.
  paraphrasing focus on the unspoken aspect of the conversation

Question 12

how to respond appropriately in a prof. situation?

Answer 12

• non - judgmental when people share information
  -[ when and if we judge another in these situations they will stop responding
• empthatic responding involves focusing on the persons feelings in the conversation and this will develope trust and rapport

Question 13

how to develope trust in prof. setting?

Answer 13

-set boundaries
- be genuine and sincere
be accepting - warmth, do not judge people as they will not then be honest with you.

Question 14

what are the different responses we can use?

Answer 14

• not all responses are helpful
• understanding responses are the best - eg empathic responses -eg acknowledging feelings, opposed to saying everything will be okay - this not helpful

Question 15

what are the attitudes underlying empathy?

Answer 15

=- active listening and giving feedback
- understanding their point of view
- accepting feelings as they exist
instead of trying to change them, fix the problem.
help out by listening

Question 16

can empathy be learned?

Answer 16

• yes, it needs practice, at first it will feel awkward. try just acknowledging the other persons feelings.
  making them understand you know how they feel.

Question 17

how to manage unhappy/angru individuals?

Answer 17

sometimes there will be patients who are facing challenges with their health/life in general
that means they may be expressing emotions that make you uncomfortable

Question 18

what makes someone prone to anger?

Answer 18

• used as a deflective mechanisms
• people can feel a lack of control at theirs or a loved ones health issues
• someone close to them may have died
• they may be emabarrassed by their health problems
  -they may be withdrawing from drugs or alcohol

Question 19

what are some strategies to deal with angry people?

Answer 19

LATTE:
listen to the customer/patient
acknowledge their complaint
take action and solve the problem
thank them
explain why the problem happened
sometimes this is not always applicable in health care settings

Question 20

prev. slide cont.

Answer 20

the Universal Upset Patient/Person Protocol [ UUPP]
step1. face to face, may be openly upset, maybe verb;;y or from body language
step 2. you look really upset.
step 3. you bet I am!
they may then clarify their feelings
step 4. then ask them what happened, use active listening
step5. when they are done - tell them you are sorry that happened to them or that they feel that way
- this does not admit liability.
step 6. ask them what you can do to help?
assess whether you can help the patient the way they want, notice you boundaries for the next step.
may be able to propose alternate solution
step 7. tell them what you can do. set you boundaries and communicate clearly
step 8. thank the patient for being open.
step 9. now you have cleared the air and you can actually help them.