Therapeutic Communications for Health Care / Edition 3

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Overview

This is your comprehensive guide for the most important component of the relationship between caregiver and patient: communication. Successful communication with patients can decrease patient anxiety, increase patient compliance, and result in a positive experience for all involved. This book focuses on the therapeutic response to specific situations and client needs, with examples of both good and bad communication to help you communicate therapeutically and effectively in diverse health care settings.

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Editorial Reviews

From the Publisher
"I enjoyed reading the book. It contains a lot of good information that is important for Health Care workers to know, whether their contact with patients is brief or long term. It is a 'how to' manual, especially in Section III, and I like that. Some texts, in an effort to sound academic, miss the point of reaching the student. You reach the reader—good for you!" -Patricia Bortnem, BSN, Med- uses Purtilo

"The content and organization [is] appropriate for MAs, CNAs, PNs, and medical receptionists. It was organized and flowed well. The end-of-chapter exercises were an added bonus. I worked through them after I read the chapter and think they will be beneficial to the target population" - Connie Rockstad, RN, MSN

"I enjoyed reading the book. It contains a lot of good information that is important for Health Care workers to know, whether their contact with patients is brief or long term. It is a 'how to' manual, especially in Section III, and I like that. Some texts, in an effort to sound academic, miss the point of reaching the student. You reach the reader—good for you!" -Patricia Bortnem, BSN, Med- uses Purtilo

"I enjoyed reading the book. It contains a lot of good information that is important for Health Care workers to know, whether their contact with patients is brief or long term. It is a 'how to' manual, especially in Section III, and I like that. Some texts, in an effort to sound academic, miss the point of reaching the student. You reach the reader—good for you!" -Patricia Bortnem, BSN, Med- uses Purtilo

"The content and organization [is] appropriate for MAs, CNAs, PNs, and medical receptionists. It was organized and flowed well. The end-of-chapter exercises were an added bonus. I worked through them after I read the chapter and think they will be beneficial to the target population" - Connie Rockstad, RN, MSN

Doody's Review Service
Reviewer: Angela L Prush, AS, AAS, RRT (William Beaumont Hospitals)
Description: This well written, easy to read book focuses on therapeutic communication for multiple situations, in all types of settings. Each chapter includes case studies, exercises, and critical thinking questions.
Purpose: The purpose is to improve communication between healthcare staff and clients. The book demonstrates how to handle difficult situations that arise frequently in healthcare. The authors clearly meet all objectives.
Audience: All healthcare professionals would benefit from reading this book. Students especially would benefit due to their lack of experience with stressful situations in healthcare setting.
Features: Each chapter, which opens with a case study that readers quite often will recognize, focuses on the therapeutic response to specific situations, providing both good and bad examples of communication. Chapters conclude with a summary, exercise and review questions, and more case studies. This book also includes a CD-ROM that contains additional quizzes and 20 case scenarios with video clips.
Assessment: This is a valuable book that is a must read for all students in healthcare fields where they will have direct patient contact. Current healthcare providers will also benefit from this book. All readers will benefit from the ability to "feel" and "see" healthcare from a patient's perspective.
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Product Details

Meet the Author

Formerly Dean of Business and Allied Health, Lake Washington Technical College, Kirkland, WA Co-Author of three additional texts for use with allied health professionals Member of SeaTac American Association of Medical Assistants Past President of Lake Washington College Foundation. You can find me on Facebook.

Wilburta (Billie) Q. Lindh, CMA (AAMA), holds professor emerita status at Highline Community College in Des Moines, Washington, where she served as director and consultant to the Medical Assistant Program. During her tenure at the college, she received the Outstanding Faculty Member of the Year award for 2000. Lindh is a member of the SeaTac Chapter of the American Association of Medical Assistants (AAMA) and has lectured at AAMA seminars and conducted in-service workshops on various topics throughout the country. She is a coauthor of respected textbooks on medical assisting, radiology, and ophthalmology, as well as the medical assistant chapter in the GUIDE TO CAREERS IN THE HEALTH PROFESSIONS.

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Table of Contents

CHAPTER 1 COMMUNICATION SKILLS Chapter Objectives Opening Case Study Human and Technical Relations Skills Social and Therapeutic Communications Genetic Influences Cultural Influences Economic Influences Life Experience Spiritual and Moral Values Models/Mentors The Therapeutic Process What is Self-Awareness? The Value of Self-Analysis Professional Application Case Study Communication Cycle The Sender The Message The Receiver Feedback Verbal Communication Nonverbal Communication Two Key Points to Successful Communication Types of Nonverbal Communication Facial Expression Touch Territoriality Position Posture Gestures/Mannerisms Word of Caution Influence of Technology on Communication Electronic Mail Fax Messaging Video and Teleconference Team Communication Listening Skills Summary Exercises Review Questions Multiple Choice Questions For Further Consideration Case Studies End Notes Resources CHAPTER 2 MULTICULTURAL THERAPEUTIC COMMUNICATION Chapter Objectives Opening Case Study Introduction Developing Cultural Communication Barriers to Therapeutic Multicultural Communication Lack of Knowledge Fear and Distrust Racism Bias, Prejudice, and Ethocentrism Stereotyping Health Care Rituals Language Perceptions and Expectations The Therapeutic Response Manifestations of Cultural Diversity Communication Context Caregiving Structure Time Focus Generalized Manifestations of Cultures and Religious Caucasian Western Culture African American Western Culture Black, African or Caribbean Culture Asian Culture Native American South Sea Islander Cultures Hispanic and Latino Cultures Religion-Induced Cultures Judaism Hinduism and Buddhism Muslim Ancient Greek Influence on Culture Cultural Brokering Using a Medical Interpreter/Broker The Therapeutic Response Recognizing Types of Medicine Western Medicine Holistic Medicine Oriental Medicine Folk Medicine Summary Exercises Review Questions Multiple Choice Questions For Further Consideration Case Studies End Notes Resources CHAPTER 3 THE HELPING INTERVIEW Chapter Objectives Opening Case Study Introduction Changes in Todays Health Care Climate Interview Components Control Factor Orientation Risk/Trust Warmth/Caring Genuineness Sympathy/Empathy Sincerity Identification of Problem Responding Skills Sharing Observations Acknowledging Feelings Clarifying and Validating Reflecting and Paraphrasing Levels of Need Questioning Techniques Closed Questions Open-Ended Questions Indirect Statements Roadblocks to Communication Reassuring Cliches Giving Advice/Approval Requiring Explanations Belittling/Contradicting/Criticizing Defending Changing the Subject/Shifting Moralizing/Lecturing Shaming/Threatening/Ridiculing Resolution of the Problem Case Study Resolution to Chapter 1 Opening Case Study Summary Exercises Review Questions Multiple Choice Questions For Further Consideration Case Studies End Notes Resources CHAPTER 4 THE THERAPEUTIC RESPONSE ACROSS THE LIFE SPAN Chapter Objectives Opening Case Study Introduction Case Study Infants The Therapeutic Response Case Study Children The Therapeutic Response Case Study Adolescents The Therapeutic Response Case Study Adults The Therapeutic Response Case Study Elderly The Therapeutic Response Summary Exercises Review Questions Multiple Choice Questions For Further Consideration Case Studies Resources CHAPTER 5 THE THERAPEUTIC RESPONSE TO STRESSED AND ANXIOUS CLIENTS Chapter Objectives Opening Case Study Introduction Stressors and Stress Stress Theories Alarm Fight or Flight Exhaustion Return to Normal Stress and the Life Span How to Reduce Stress The Therapeutic Response Anxiety Mild Anxiety Moderate Anxiety Severe Anxiety Panic Anxiety Summary Exercises Review Questions Multiple Choice Questions For Further Consideration Case Studies Resources CHAPTER 6 THE THERAPEUTIC RESPONSE TO FRIGHTENED, ANGRY, AGGRESSIVE, ABUSED/ABUSIVE CLIENTS Chapter Objectives Opening Case Study The Frightened Client Case Study Panic Attacks The Therapeutic Response The Angry Client Case Study The Therapeutic Response The Aggressive client The Therapeutic Response The Abusive and Abused Clients Case Study Phases of Violence Tension Phase Crisis Phase Calm Phase Types of Abuse and Violence Intimate Partner/Spousal Violence Physical Sexual Psychological/Emotional Child Abuse Elder Abuse Rape Indicators of Abuse Treatment Reporting and Documentation The Therapeutic Response Understanding Self Summary Exercises Review Questions Multiple Choice Questions For Further Consideration Case Studies Resources CHAPTER 7 THE THERAPEUTIC RESPONSE TO DEPRESSED AND/OR SUICIDAL CLIENTS Chapter Objectives Opening Case Study Introduction Types of Depression Minor Depression Major Depression Reactive Depression Endogenous Depression Involutional Depression (Melancholia) Unipolar Disorder Bipolar Depression (BPD) Seasonal Affective Disorder (SAD) Postpartum Depression (PPD) Substance-Induced Mood Disorder Depression and the Life Cycle Children Adolescents Adults Elderly The Therapeutic Response Case Study Suicide Four Stages of Contemplating Suicide Danger Signs of Suicide Communicating Suicide Plans The Therapeutic Response Summary Exercises Review Questions Multiple Choice Questions For Further Consideration Case Studies CHAPTER 8 THE THERAPEUTIC RESPONSE TO CLIENTS WITH SUBSTANCE USE DISORDERS Chapter Objectives Opening Case Study Introduction Diagnosis of Substance Use Disorders Substance Dependence Substance Abuse Addiction Commonly Abused Substances Nicotine Alcohol Marijuana Barbiturates and Tranquilizers Opiates Cocaine Amphetamines Hallucinogens Inhalants Treatment The Role of Family and Friends in Drug Dependency The Therapeutic Response Summary Exercises Review Questions Multiple Choice Questions For Further Consideration Case Studies CHAPTER 9 THE THERAPEUTIC RESPONSE TO CLIENTS WITH LIFE-ALTERING ILLNESS Chapter Objectives Opening Case Study Introduction Illness Types Acute Illness Chronic Illness Life-Altering Illness Losses Faced by Persons with a Life-Altering Illness Psychological Effect of Life-Altering Illness Medication Considerations Cultural Influence on Life-Altering Illness The Therapeutic Response Summary Exercises Review Questions Multiple Choice Questions For Further Consideration Case Studies Resources CHAPTER 10 THE THERAPEUTIC RESPONSE TO CLIENTS EXPERIENCING LOSS, GRIEF, DYING, AND DEATH Chapter Objectives Opening Case Study Introduction George L. Engel Elisabeth Kubler-Ross Cultural Influences on Grief and Death Kinds of Losses Case Study Factors that Influence Grief Anticipatory Grief Dysfunctional and Unresolved Grief Losses Faced by Persons with a Life-Threatening Illness The Therapeutic Response The Right to Die Summary Exercises Review Questions Multiple Choice Questions For Further Consideration Case Studies End Notes Resources APPENDIX A Introduction Overview of Ivan Pavlov, Behaviorist Overview of B. F. Skinner, Behaviorist Overview of Sigmund Freuds Psychosexual Stages of Development The Id The Ego The Superego Freuds Erogenous Zones Overview of Jean Piagets Stages of Cognitive Development Overview of Abraham Maslows Humanistic Psychology Overview of Lawrence Kohlbergs Stages of Moral Development Overview of Eric Eriksons Eight Stages of Psychosocial Development Resources APPENDIX B Introduction Defense Mechanisms Resources

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