1. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 1 CHAPTER 2 INTERPERSONAL DYNAMICS AND COMMUNICATION

2. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 2 Interpersonal Dynamics  The health care worker must  The health care worker must:   Be able to recognize and accept values, attitudes, and beliefs that make each person different   Be able to communicate effectively   Provide leadership when needed   Use technological equipment   Maintain the ethical code of the profession   Be aware of the legal considerations

3. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 3 Interpersonal Skills   Gives the ability to communicate well   Allows one to act independently by making decisions   Demonstrates sincere compassion for others

4. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 4 Cultural Diversity   Different beliefs about health care may result from cultural diversity. Factors influencing these beliefs include:   Age   Gender   Education   Religion   Ethnicity   National origin

5. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 5 Box 2-1 Guidelines for Cultural Awareness

6. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 6 Self-Awareness   Personality   The sum of the traits, characteristics, and behaviors that make each individual unique   Behavior   The action of an individual that can be seen by others

7. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 7 Self-Awareness (Continued)   Habits   Acts performed voluntarily without conscious thought   Attitudes   Formed from personal values

8. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 8 Box 2-2 Characteristics of the Health Care Worker

9. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 9 Hierarchy of Needs   Abraham Maslow   Psychologist   Stated that a person strives to meet the most basic need first. If the needs at the lower levels are not met, the higher needs cannot be reached.

10. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 10 Figure 2-2 Hierarchy of Needs (Continued)

11. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 11 Good Personal Health  Personal grooming  Bathing, using deodorant, shampooing hair, cleaning teeth, shaving, nail care, change of undergarments, and clean clothing that fits  Nutrition  Exercise  Sleep  Posture  Eye care

12. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 12 Stress Health care is one of the most stressful occupationsHealth care is one of the most stressful occupations Stress can cause illness, such as:Stress can cause illness, such as:  Heart attack  Ulcers  Arthritis  Allergies  Diabetes

13. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 13 Time Management  The organization of using a schedule to maximize effectiveness and productivity  The basic tool is a calendar  Set short-term and long-term goals  Keep focused on your goal

14. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 14 Box 2-3 Stress Management Techniques

15. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 15 Problem Solving ● ●Method used in helping to make decisions   Problem must first be understood, clarified, and defined   Brainstorming is used to seek possible solutions   Ideas and solutions evaluated   Solutions are then implemented   Results evaluated

16. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 16 Other Methods of Problem Solving ●Making flow charts or cause-effect diagrams

17. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 17 Critical Thinking Critical thinking gives you the ability to: Critical thinking gives you the ability to:  Think creatively  Make decisions  Solve problems  Visualize situational descriptions  Learn new information  Reason

18. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 18 Communication  The sharing of an idea or information that results in understanding  Reading, writing, hearing, touching, and seeing are various forms of communication  If it involves spoken language, it is verbal communication  If it involves body language only, it is nonverbal communication

19. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 19 Health Insurance Portability and Accountability Act (HIPAA)  Federal guidelines that require protected health information (PHI) are kept confidential  Charts must be kept secure  Patient’s modesty must be preserved  Information shared with other professionals only with patient’s consent

20. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 20 Box 2-14 Guidelines for Charting Health Care Records

21. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 21 Verbal Communication  A shared understanding of a message   7% of a message is conveyed by words   38% by the tone of voice   55% by nonverbal behavior  Feedback  A method to determine if the message was received accurately

22. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 22 Good Listening Guidelines  Ask for clarification  Be prepared for the discussion  Keep an open and friendly posture  Evaluate the discussion for accomplishments and feelings accomplishments and feelings  Be patient in allowing other person to form  his or her thoughts  Find a quiet place to talk

23. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 23 Box 2-10 Attitudes and Behaviors That Act as Barriers to Effective Communication

24. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 24 Box 2-11 Guidelines to Avoid Defensive Communication

25. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 25 Nonverbal Communication ● Body language  Eye and facial movement (oculesics)  Personal appearance  Gestures (kinesics)  Spacing (proxemics)  Time allowed for and pace of speech (chronemics)  Use of touch (haptics)  Reaction to smells (olfactics)  Pitch, inflection, tone, and volume of the voice