1. Communication & Cultural Diversity

2. Effective Communications
Health care workers must be able to relate to patients, family, coworkers, and others
Understanding communication skills assists in this process
Communication: exchange of information, thoughts, ideas, and feelings
(continues)

3. Effective Communications (continued)
Verbal: spoken words
Written
Nonverbal: facial expressions, body language, and touch
(continues)

4. Effective Communications (continued)
Essential elements
Sender
Message
Receiver
Feedback
(continues)

5. Effective Communications (continued)
Message must be clear
How sender delivers message
How receiver hears message
How receiver understands message
Avoid interruptions and distractions

6. Listening Essential to communications
Attempt to hear what other is really saying
Need constant practice
Good listening skills techniques
Observe speaker closely
Reflect statements back to speaker

7. Nonverbal Communication
Facial expressions, body language, gestures, eye contact, and touch
Can conflict with verbal message
Be aware of own and other’s nonverbals
Don’t always need verbals to communicate effectively
When verbal and nonverbal agree, message more likely understood

8. Barriers to Communication
Something that gets in the way or limits clear communications
Common barriers
Physical disabilities
Psychological attitudes and prejudice
Cultural diversity

9. Recording and Reporting
Observe and record observations
Use all senses in the process
Report promptly and accurately
Criteria for recording observations on a patient’s health care record
HIPAA regulations

10. Summary
Good communication skills allow development of good interpersonal relationships
Health care worker also relates more effectively with coworkers and other individuals

11. Culture, Ethnicity, and Race
Health care workers are involved with many different people
Respect individuality
Be aware of factors that cause each person to be unique
Influence is cultural/ethnic heritage

12. Culture
Values, beliefs, attitudes, language, symbols, rituals, behaviors, and customs unique to a particular group of people
Passed from one generation to next
Often defined set of rules
Foundation of behavior, but variances
(continues)

13. Culture (continued) Culture is learned Culture is shared
Social in nature
Dynamic and constantly changing

14. Ethnicity
Classification of people based on national origin and/or culture
Share common heritage, geographic location, national origin, social customs, language, and beliefs
Common ethnic groups
Subgroups within larger ethnic groups

15. Race Based on physical or biological factors
Color of skin, hair, and eyes
Facial features
Blood types
Bone structure
Race cuts across multiple ethnic and cultural groups

16. Cultural Diversity
Differences among people resulting from cultural, ethnic, and racial factors
These differences influence a person’s behavior
Differences exist within ethnic/cultural groups
United States called a “melting pot,” or is it more accurately a “salad bowl?”

17. Acculturation
Process of learning the beliefs and behaviors of a dominant culture and assuming some of the characteristics
Every individual has unique blend of characteristics
Need to develop sensitivity to differences

18. Bias, Prejudice, and Stereotyping
Bias: preference or inclination that inhibits impartial judgment
Prejudice: strong feelings or beliefs about a person or subject; pre-judging others without reviewing facts or information; often based on fear
Stereotyping: making the assumption that everyone in a group is the same
(continues)

19. Bias, Prejudice, and Stereotyping (continued)
Creates barriers to relationships
Health care workers need to avoid feelings and assumptions
Ways to avoid bias, prejudice, and stereotyping

20. 9:3 Understanding Cultural Diversity
Cultural and ethnic beliefs will affect behavior
Health care worker needs to be aware of these beliefs to meet the physical, social, emotional, and mental needs of individuals
(continues)

21. Understanding Cultural Diversity (continued)
Family organization
Nuclear
Extended
Patriarchal versus matriarchal
Recognition and acceptance of family organization is essential in all aspects of the health care field
(continues)

22. Understanding Cultural Diversity (continued)
Language
Personal space and touch
Eye contact
Gestures
Health care beliefs (See Table 9-1 in text)
Spirituality and religion (See Table 9-2 in text)

23. Respect Cultural Diversity
Regard each individual as unique
Everyone adopts beliefs and forms a pattern of behavior based on culture, ethnicity, race, life experiences, spirituality, and religion
Health care workers must learn to respect differences in individuals