Chapter 3: The Interview

Question 1

Communication

Answer 1

Is ALL behavior including, conscious and unconscious, verbal and nonverbal

Question 2

Verbal Communication

Answer 2

The words you speak, vocalizations, the tone of voice.

Question 3

Nonverbal communication

Answer 3

Body language - posture, gestures, facial expression, eye contact, foot tapping, touch, even where you place your chair

Question 4

Because nonverbal communication is under less conscious control than verbal communication, it may be

Answer 4

More reflective of true feelings

Question 5

What are the Internal Factors?

Answer 5

1. Liking others
2. Empathy
3. Ability to Listen
4. Self-awareness

Question 6

Internal Factor: Liking Others

Answer 6

Having a generally optimistic view of people. Genuine or sincerity of people.

Question 7

Internal Factor: Empathy

Answer 7

Viewing the world from the other person’s inner frame of reference while remaining yourself

Question 8

Internal Factor: Ability to Listen

Answer 8

Active listening. Complete and focused attention.

Question 9

Internal Factor: Self-Awareness

Answer 9

Understanding your personal views, biases, stereotypes, etc.

Question 10

What are the External Factors?

Answer 10

1. Privacy
2. Interruptions
3. Physical Environment: comfort/room temp.
4. Sufficient Lighting
5. Seating: Space (Socail Distance: 4-5 ft away from patient), Eye level
6. Note taking: limit note taking
7. Electronic Health Record

Question 11

Communication Techniques

Answer 11

A. Introduction

B. Working Phase

Question 12

Communication Technique: Introduction

Answer 12

• Introduce self, title and give direction or plan.

- Avoid use of first name during interview. (Exception with children and adolescents)

Question 13

Communication Technique: Working Phase

Answer 13

Ability to form and utilize various types of questions and techniques to facilitate communication and a health interview.

Question 14

Open-ended questions

Answer 14

• Questions that ask for narrative information.

- unbiased and leaves the person free to answer in any way.

Question 15

Closed or direct questions

Answer 15

Ask for specific information, usually 1-2 word answers.

Question 16

9 Types of Verbal Responses

Answer 16

1. Facilitation
2. Silence
3. Reflection
4. Empathy
5. Clarification
6. Confrontation
7. Interpretation
8. Explanation
9. Summary

Question 17

Ten traps of interviewing

Answer 17

1. False Reassurance
2. Unwanted/unsolicited advice
3. Using Authority
4. Avoidance language
5. Distancing
6. Professional Jargon
7. Leading/biased questions
8. Talking too much
9. Interrupting
10. “Why?” Questions

Question 18

Verbal Responses: Facilitation

Answer 18

• Encourages client to say more

- Shows person you are interested

Question 19

Verbal Responses: Silence

Answer 19

• Communicates that client has time to think
• Interruption may cause client to lose train of thought
• provides you with chance to observe client and note nonverbal cues

Question 20

Verbal Responses: Reflection

Answer 20

• Echoes clients words by repeating part of what person just said
• Can help express feelings behind words
• Mirroring clients words can help person elaborate on problem

Question 21

Verbal Responses: Empathy

Answer 21

• Names a feeling and allows its expression
• Allows person to feel accepted and strengthens rapport
• Useful in instances when client hasn’t identified the feeling or isn’t ready to discuss it

Question 22

Verbal Responses: clarification

Answer 22

• Useful when person’s word choice is confusing

- Summarize person’s words and ensure you are on the right track

Question 23

Verbal Responses: Confrontation

Answer 23

• Clarifying inconsistent information
• Focusing client’s attention on an observed behavior, action or feeling
• frame of reference shifts from the patient’s perspective to the perspective of the health care provider, and the health care provider starts to express his or her own thoughts and feelings

Question 24

Verbal Responses: Interpretation

Answer 24

• links events, makes associations and amplifies cause
• not based on direct observation but on inference or conclusion
• interpretation may be incorrect but helps prompt further discussion

Question 25

Verbal Responses: Explanation

Answer 25

- informing person | - sharing factual and objective information

Question 26

Verbal Responses: Summary

Answer 26

- condenses facts and validates what was discussed during the interview - signals termination of interview is imminent - both client and examiner should be active participants

Question 27

List the 7 Nonverbal Skills

Answer 27

1. Appearance 2. Posture 3. Gestures 4. Facial Expressions 5. Eye Contact 6. Voice 7. Touch

Question 28

Closing the Interview

Answer 28

Always close the interview with one last opportunity for the patient to ask any additional questions and then give direction about what is next or what the plan is.

Question 29

When can you use direct questions in an interview?

Answer 29

- after the person’s opening narrative to fill in any details he or she left out. - when specific facts are needed, such as when asking about past health problems or during the review of systems.