Chapter 16: Communication and interpersonal skills in challenging circumstances
1. Communication can be intended or ______
2. Never refer to the person in their presence in the ______ person, i.e. ‘he’ or ‘she’.
3. What does the abbreviation AAC stand for?
Answer: Augmentative or Alternative Communication
4. When talking to a depressed person, it is important to consider how many questions you ask and how frequently you ask questions. This is known as ______.
5. In challenging situations, such as when a person is angry, the use of therapeutic touch is ______
6. What is active listening?
Answer: Demonstrating that you are listening to the person and hearing what they have to say.
7. Nelson-Jones (2012) suggests that you should pay attention to your body language when to encourage the person to talk by adopting a ______ body posture
8. What is a reflective statement?
Answer: A statement which allows you to reflect back what the person has said.
9. A reflective statement where a remark is reflected back to the patient in a slightly different way using synonyms is known as ______.
10. ‘Open-ended’ questions are also known as ______.
11. What are affirming statements?
Answer: They are a way of demonstrating an empathic understanding, recognition and acknowledgement of the difficulties the patient is experiencing or has experienced.
12. ______ is the process of drawing together material that has been discussed and it shows that you have been listening actively.
13. People who are angry need more ______ and the situation may be escalate if you stand too close.
14. Assertiveness is an ______that ‘attends to and informs others of one’s own needs and feelings, and sends the message to the other in such a way that neither person is belittled, put down or blamed’ (Porritt 1990, 98).
Answer: interpersonal behaviour
15. It is vital that if you have been involved in such situations that you are offered and receive ______.
