Avoidance language
the use of euphemisms to avoid reality or hide feelings - ex: saying someone "passed on" instead of "died
Nonverbal communication
communication using body movements, gestures, and facial expressions rather than speech
Verbal communication
expressing ideas to others by using spoken words
Internal Factors of the interview
Liking others, empathy, and the ability to listen
The ability to listen
An internal factor that is essential for a successful interview. it is an active and demanding communication process and requires your complete attention. It is the route to understanding.
External Factors of the interview
Ensure privacy, refuse interruptions, physical environment, dress, note taking, tape and video recording
equal-status seating
Both you and the patient should be comfortably seated at eye level, about 4-5 feet apart. Avoid standing which communicates haste and superiority
open ended questions
asks for narrative information, is unbiased, states the topic to be discussed but only in general terms, ex. Tell me how can I help you?
closed or direct questions
asks for specific information, usually illicit a short 1 or 2 word answer, limits the patient's answer, use to fill in details after open ended questions
Respones-assisting the narrative
facilitation, silence, reflection, empathy, clarification, confrontation, interpretation, explanation, summary
Facilitation
response that encourages patient to say more, continue with story, shows person you are interested and will listen further
Silence
after open ended questions, communicates that the patient has time to think and organize what he or she wishes to say
Reflection
response echos patient's words, is repeating part of what the person says
Empathy
Viewing the world from the other person's inner frame of reference while remaining yourself; recognizing and accepting the other person's feelings without criticism
Clarification
examiner's response used when the patient's word choice is ambiguous or confusing
Confrontation
response in which examiner gives honest feedback about what he or she has seen or felt after observing a certain patient action, feeling, or statement
Interpretation
links events, makes associations, or implies cause
Explanation
you inform the patient, you share factual and objective information
Summary
final review of what the person has said, condenses the facts and presents a type of survey of how you percieve the health problem or need
10 traps of interviewing
Providing false assurance or reassurance, giving unwanted advice, using authority, using avoidance language, engaging in distancing, using professional jargon, using leading or biased questions, talking too much, interrupting, using "why" questions
Engaging in distancing
using impersonal speech to put space between a threat and the self by using "the" instead of "my" or "your"; blunt specific terms in preferable to defuse anxiety
Nonverbal skills
Physical appearance, Posture, Gestures, Facial Expressions, Eye Contact, Voice, Touch
Jargon
using medical vocabulary with patient in an exclusionary and paternalistic way
Leading question
a question that implies that one answer would be better than another
Phases of the Interview
Introduction, working phase, and conclusion
Introduction
address the patient using his or her surname. Introduce yourself and state your role in the agency. Give reason for the interview
Working phase
the data-gathering phase, includes two question types: open and closed
Conclusion
final statement of what you and the patient agree his or her health state to be. a summary or recap of what you have learned during the interview
interview with infant
nonverbal communication is the primary method of communicating with infants. They respond best to firm, gentle handling and a quiet, calm voice.
Interview with Preschooler
2-6 yr old is egocentric. Sees the world mostly from his or her own point of view. can have animistic thinking about unfamiliar objects. May imagine unfamiliar inanimate objects can come alive and have human characteristics
Interview with School-age child
a child 7-12 years can tolerate and understand others viewpoints. Is more objective and realistic. He or she wants to know functional aspects--how things work and why things are done.
Interview with adolescent
Adolescence begins with puberty which is a time of dramatic physiological change. Adolescents want to be adults but lack cognitive ability. Must consider attitude...needs to be one of respect. Adolescent needs to feel validated as a human being. Communica
vocal cues
pitch, tone, quality, loudness, intensity, rate & rhythm, sounds such as groans, laughs, coughs, "um", "uh
action cues
body movements
automatic reflexes
posture, facial expression, gestures, mannerisms