We think you have liked this presentation. If you wish to download it, please recommend it to your friends in any social system. Share buttons are a little bit lower. Thank you!
Presentation is loading. Please wait.
Published byMakaila Ipson
Modified over 2 years ago
Cultural Competence Series: Communication Across Differences ©2012 The University of Texas MD Anderson Cancer Center HR Talent Development: Diversity Programs
©2012 The University of Texas MD Anderson Cancer Center 22 Objectives Communication Across Differences The Communication Across Differences workshop will encourage participants to practice effective cross cultural communication skills in the healthcare environment and workplace by: Understanding how culture influences communication between patients and employees and between team members. Increasing self awareness of your cultural communication style. Identifying effective strategies to build trust and respect when communicating across cultures with patients and employees.
Trust and Respect MD Anderson Cancer Center The MD Anderson Cancer Center provides culturally appropriate patient care and a culturally competent work environment. As an institution, MD Anderson strives to understand and respect the cultural beliefs, customs, and lifestyles of globally diverse individuals and groups. These efforts will enable our institution to bridge cultural differences, build trust and respect, to provide quality care, and to be the employer of choice. Joint Commission The Joint Commission views the delivery of services in a culturally and linguistically appropriate manner as an important healthcare safety and quality issue. For general information on standards related to cultural competency, please visit or contact hlc- ©2012 The University of Texas MD Anderson Cancer Center 3
4 Cultural Identity
Communication Across Cultures sharing Communication is the process of sharing an idea or information. Being able to communicate across cultural differences is important to our patients and employees. essential Successful cross cultural communication is essential for individual and organizational success. ©2012 The University of Texas MD Anderson Cancer Center 5
6 Communication Matrix Communication Levels: Organizational Leader Employee Employee Employee Patient Disclosure Levels: Intimate (Full Disclosure & Trust) Interpersonal (Some Trust) Casual (Minor Trust) MESSAGEMESSAGE COMMUNICATION INFLUENTIAL FACTORS CULTURAL INFLUENTIAL FACTORS
Why Our Actions Count best of our intentions can be negatively impacted Keep in mind, that the best of our intentions can be negatively impacted by how our words or actions are perceived. Several influencers are listed below. ©2012 The University of Texas MD Anderson Cancer Center 7
Positive Relationship trust respect Positive Relationship The relationship between a patient and their healthcare providers is based upon trust and respect. Negative Relationship decrease Negative Relationship The effects of disrespect and derogatory conduct towards a healthcare provider can cause the decrease in morale, staff retention, and the quality of care. ©2012 The University of Texas MD Anderson Cancer Center 9 Relationships
The Truth of the Situation Source: Dont Judge too Quickly series. Ameriquest Mortgage Company. © ©2012 The University of Texas MD Anderson Cancer Center 10
©2012 The University of Texas MD Anderson Cancer Center 11 Patient Communication Points AdmissionAdmission AssessmentAssessment TreatmentTreatment End of Life Discharge and Transfer Influencers: Cultural Cultural Communication Communication Trust Trust
Admission Identify and address patient communication needs. Language Assistance provides interpretation and translation services at no cost to the patient. Interpreters can facilitate cross- cultural communication between patients and healthcare personnel who do not speak the same language. The hospital provides information to communicate with the patient who has vision, speech, hearing, or cognitive impairments in a manner that meets the patients needs. As an example, Sign Language Interpreters can be used to assist hearing-impaired patients. 12 ©2012 The University of Texas MD Anderson Cancer Center
Assessment Always check the accuracy of the patient's name to the patient's record. Greet the patient by their last name and then introduce yourself. Identify and address patient communication needs. When possible, the hospital accommodates the patients cultural, religious, or ethnic food and nutrition preferences, unless otherwise instructed. Ask the patient to identify a support person. Ask the patient and their family members what they prefer regarding their cultural and/or spiritual beliefs. Communicate information about unique patient needs to the care team. 13 ©2012 The University of Texas MD Anderson Cancer Center
Treatment Address the communication needs of a patient that may have sensory and/or communication impairments. Provide information to communicate with the patient who has vision, speech, hearing, or cognitive impairments in a manner that meets the patients needs. Identify and accommodate a patient's cultural, religious, or spiritual beliefs and practices that may influence care. Determine any cultural or alternative healing medications or practices that the patient may be integrating into their treatment plan. Confirm any individuals which are outside of the institution that the patient considers as a member of their treatment and support team. Incorporate cultural competence and patient/family-centered care concepts into care delivery. Communicate information about unique patient needs to the care team. 14 ©2012 The University of Texas MD Anderson Cancer Center
End of Life Address patient communication needs during end-of-life care. Monitor changes in the patients communication status during end-of-life care. Involve the patients surrogate decision-maker and family in end-of- life care. Address patient mobility needs during end-of-life care. Identify patient cultural, religious, or spiritual beliefs and practices at the end of life. Make sure the patient has access to his or her chosen support person. 15 ©2012 The University of Texas MD Anderson Cancer Center
Discharge and Transfer Access patient communication needs. Engage patients, loved ones, and care-givers in the discharge and transfer planning and instruction. Provide discharge instruction that meets the patient's needs. Identify follow-up providers that can meet the patients' unique needs. 16 ©2012 The University of Texas MD Anderson Cancer Center
17 Patient Resources
Language Assistance Language Assistance provides the following interpretation and translation services at no cost to our patients: Interpreters are available on site for the following languages: Arabic, French, German, Italian, Mandarin, Portuguese, Spanish, Turkish, Vietnamese 24 hour notice is required to acquire interpreters for additional languages. Telephone interpreter service is available 24 hours a day. Interpreters are also available to assist our hearing impaired patients. For more information or to request interpretation services, please call the Language Assistance department at (713) ©2012 The University of Texas MD Anderson Cancer Center 18 Source: Language Assistance at:
Additional Patient Resources Anderson Network: Anderson Network: Is a unique global cancer support group of more than 1,800 current and former patients. and-cancer-information/guide-to-md-anderson/patient-and-family- support/anderson-network/index.htmlhttp://www.mdanderson.org/patient- and-cancer-information/guide-to-md-anderson/patient-and-family- support/anderson-network/index.html Chaplaincy: Chaplaincy: To guide our patients on their spiritual journey. programs-and-labs/departments-and-divisions/chaplaincy/index.html programs-and-labs/departments-and-divisions/chaplaincy/index.html International Center: International Center: Welcomes our international patients and assists them with their transition into MD Anderson. ©2012 The University of Texas MD Anderson Cancer Center 19
Additional Patient Resources – continued. Patient Advocacy: Patient Advocacy: Provides patients and families with a central department in which to register complaints or concerns. anderson/patient-and-family-support/patient-advocacy.html anderson/patient-and-family-support/patient-advocacy.html Social Work: Social Work: To help patients and their families cope with the diagnosis of cancer and to eliminate through outstanding integrated programs in patient care, research, education and prevention. ©2012 The University of Texas MD Anderson Cancer Center 20
©2012 The University of Texas MD Anderson Cancer Center 21 Communication
©2012 The University of Texas MD Anderson Cancer Center 22 What do you really mean? Source: If Delivery People Ran the World. Sprint.com/nextel. ©
Are you Talking the Talk? T t T – Convey mutual respect by reducing power barriers, pausing to give everyone t ime to speak, and be aware of non-verbal communication. A Aa a A – A cknowledge the individual(s) and their contributions, a sk questions, and be a ccountable. L l L – Identify the problem and create an atmosphere of equality and trust through l istening. K Kk K – K eep to the point and k eep the conversation at an understandable level. I ii I – Maintain a non-emotional i nteraction and refrain from i nterrupting. N nn N – Clarify the n eed of the communication or n egotiation. G g G – Examine possible solutions, identify the g oal(s) of the resolution, follow up, move on, and motivate. ©2012 The University of Texas MD Anderson Cancer Center 23
©2012 The University of Texas MD Anderson Cancer Center 24 Whats your Communication Style? 1.Read each question in each category. 2.If the question applies to you then answerYES by shading the indicator. You may shade more than oneYES per row. 3.If the question DOES NOT apply to you then proceed to the next question. 4.Each shaded box is worth ONE point. Add the score for each style column. 5.Write the total score for each style. 6.Circle the highest score which indicates your most dominate communication style preference. 7.Compare your results.
©2012 The University of Texas MD Anderson Cancer Center 25 Communicator Styles
©2012 The University of Texas MD Anderson Cancer Center 26 Self Check: Are you practicing the 5 Main Building Blocks of Trust? 1.Communication 1.Communication Are you clear and concise in your communications or are you sending vague hidden messages? 2.Patience 2.Patience Do you pause within a conversation to give the other person time to process the message, organize their thoughts, and to respond back to you? 3.Respect 3.Respect Do you demonstrate respect through your words, body language, and actions when interacting with another individual? 4.Cultural Consideration 4.Cultural Consideration Do you express openness and consideration towards another individuals perspective? 5.Honesty/Acknowledgement 5.Honesty/Acknowledgement Do you acknowledge other individuals contributions and ideas?
©2012 The University of Texas MD Anderson Cancer Center 27 Reminder You will receive an containing a link to complete an online evaluation. Your input and suggestions are very important to our team because we value your feedback to improve our educational programs. Let us know if there is a diversity topic or topics that you would like to learn more about.
How do I print my certificate? 1.Log into the Education Center at: MANAGE MY LEARNING 2.Click the MANAGE MY LEARNING Tab. MY TRANSCRIPT 3.Select MY TRANSCRIPT from the Left Navigational Menu. STARTEND 4.Confirm the START and END date range. TITLE 5.Locate the applicable course TITLE. PRINT CERTIFICATE OF COMPLETION 6.Click the PRINT CERTIFICATE OF COMPLETION link. 7.Print the certificate. 8.Log out. ©2012 The University of Texas MD Anderson Cancer Center 28
©2012 The University of Texas MD Anderson Cancer Center 29 Questions
Guide to Patient & Family Engagement Insert hospital logo here Communicating to Improve Quality Training [Hospital Name | Presenter name and title | Date.
Your Name Block Date CM2.01 All About Me! 1. UNITA: Personal/Social Development Competency CM02.00: Evaluate positive interpersonal skills in a variety.
Coaching & Counseling Maximizing Opportunities 2 Course Outline What Is Coaching Knowing When To Coach Steps In The Coaching Process Providing Constructive.
Ethics in workplace Presented by: CommLab India. Work ethics is an invisible employee behavior, noticeable by its absence. 2
Chapter 9 Working With Others Chapter 9 Working With Others Lesson 9.1 Building Relationships Lesson 9.1 Building Relationships.
Diversity, Patient Rights and Confidentiality. “You have the Right” The Basic Rights all Patients are entitled to while entrusting their care to us.
1 Cultural and Diversity Considerations. Learning Objectives After this session, participants will be able to: 1.Define cultural competency 2.State the.
Click to edit Master title style Page - 1 OneSky Teams Step-by-Step Online Corporate Communication Support 2006.
CustomSource Online Tutorial. 2 © 2009 Fiserv, Inc. or its affiliates. Welcome to Fiserv. By now, you should have already received an containing.
Session 2: Introduction to the Quality Criteria. Session Overview Your facilitator, ___________________. [Add details of facilitators background, including.
Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall CHAPTER 8 The Buying Process and Buyer Behavior.
What is the nature of communication in organizations? What are the essentials of interpersonal communication? What are the barriers to effective communication?
Outstanding communication skills. Housekeeping › mobile phones › break times › toilets › emergencies © smallprint 2.
Spiritual Care and Cultural Competencies Session 1 Joint Commission and Cultural Competencies: A Roadmap Spiritual Care Champions Catholic Health.
1111 National Centre for First Nations Governance rebuilding our nations Facilitation Techniques.
Striving Towards Excellence in Comprehensive Care: What do Children Need? July 10, 2007 Christopher A. Kus, M.D., M.P.H.
Beyond the Bake Sale Engaging Families for Student Growth.
Slide 1 FastFacts Feature Presentation January 15 th, 2009 We are using audio during this session, so please dial in to our conference line… Phone number:
11-1 Creating the Consultative Sales Presentation Selling Today 10 th Edition CHAPTER Manning and Reece 11.
Customer Service. Customer Service-Module Learning Objectives At the end of this module, participants will be able to: Recognize the variety of.
1 From Formative to Instructional Practice Kelly Oglesby, Chief Information Office Data Tools Team Elementary Language Arts and Social Studies Data Analyst.
Slide 1 FastFacts Feature Presentation February 21, 2013 To dial in, use this phone number and participant code… Phone number: Participant.
1 New Food Choices Support Breastfeeding No one can make you feel inferior without your consent. Eleanor Roosevelt.
1 Begin the Transformation: Mapping the Course DOWNLOAD ME!
Illinois Department of Children and Family Services, Pathways to Strengthening and Supporting Families Program April 15, 2010 Division of Service Support,
Skills for Life Improvement Programme Introduction to Coaching and Mentoring Course Objectives (Modules 1 and 2) To enable participants to: enhance their.
Shared Work Employer Representative Orientation 1.
1 Quality Indicators for Device Demonstrations April 21, 2009 Lisa Kosh Diana Carl.
What does it all mean?. Communication Skills Communication is the transfer of a message from one person to another. Maybe spoken, written, non-verbal.
1 Case Management Techniques Tools of the Trade. 2 Case Management Techniques Time Management What is time management? Time Management is about knowing.
Dr. Craig Campbell St. Edward’s University Online learning and teaching.
1 Site Editing on the Portal. 2 After signing on, click on the plus sign for Sites :
Hazard Recognition and Risk Analysis From scwcea.orgscwcea.org.
Cultural Competency and Diversity Training. Child & Family Services is committed to: Recruiting a diverse staff that reflects the communities we serve;
Media-X eWalk Walkthrough Install Training- Part Two Topic: Uploading Completed Walkthroughs Office of Institutional Education Programs 1.
Copyright ©2008 Cengage Learning. All rights reserved 1 Chapter 10 Managing Teams Designed & Prepared by B-books, Ltd. MGMT Chuck Williams.
Windfall Web Throughout this slide show there will be hyperlinks (highlighted in blue). Follow the hyperlinks to navigate to the specified Topic or Figure.
25 seconds left….. 24 seconds left….. 23 seconds left…..
National Center on Response to Intervention RTI Implementer Webinar Series: Establishing a Screening Process 1.
Michelle L. Doyle For Catapult Learning 1. What is IDEA? Who is eligible? How do they get identified? How do they get services? ◦ Who pays? ◦
Operations to Serve You 05/17/ The Service Desk Provides an Announcement Page? The Service Desk houses a library of SOLUTIONS that are available.
Competency Management Defining McGill’s Competency Directory MANAGEMENT FORUM JUNE 7, 2005.
Community Action Workshop Manual A Brief Tutorial Community Action Workshop Manual A Brief Tutorial Harmony Foundation of Canada.
Communication Assumptions Fatigue Distractions HIPAA ®
Cultural Sensitivity - Texas Provider Training 2013.
Facilitating Learning Teams. Learners will be able to… Learning objectives Understand the responsibilities and skills needed by facilitators and other.
© 2008 FedEx. All rights reserved. FedEx Ship Manager ® at fedex.com Shipping Administration Presentation for administrators.
1 Copyright © 2011 by Mosby, Inc., an affiliate of Elsevier Inc. Chapter 20 Supervising and Evaluating the Work of Others.
Visual 2.1 Leadership & Management Unit 2: Leadership & Management.
© 2017 SlidePlayer.com Inc. All rights reserved.