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© 2009 Delmar, Cengage Learning
Communication &
Cultural Diversity
© 2009 Delmar, Cengage Learning
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)
© 2009 Delmar, Cengage Learning
Effective Communications(continued)
• Verbal: spoken words• Written• Nonverbal: facial expressions, body
language, and touch
(continues)
© 2009 Delmar, Cengage Learning
Effective Communications(continued)
• Essential elements– Sender – Message– Receiver – Feedback
(continues)
© 2009 Delmar, Cengage Learning
Effective Communications(continued)
• Message must be clear• How sender delivers message• How receiver hears message• How receiver understands message• Avoid interruptions and distractions
© 2009 Delmar, Cengage Learning
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
© 2009 Delmar, Cengage Learning
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
© 2009 Delmar, Cengage Learning
Barriers to Communication
• Something that gets in the way or limitsclear communications
• Common barriers– Physical disabilities– Psychological attitudes and prejudice– Cultural diversity
© 2009 Delmar, Cengage Learning
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
© 2009 Delmar, Cengage Learning
Summary
• Good communication skills allow development of good interpersonal relationships
• Health care worker also relates more effectively with coworkers and other individuals
© 2009 Delmar, Cengage Learning
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
© 2009 Delmar, Cengage Learning
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)
© 2009 Delmar, Cengage Learning
Culture (continued)
• Culture is learned• Culture is shared• Social in nature• Dynamic and constantly changing
© 2009 Delmar, Cengage Learning
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
© 2009 Delmar, Cengage Learning
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
© 2009 Delmar, Cengage Learning
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?”
© 2009 Delmar, Cengage Learning
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
© 2009 Delmar, Cengage Learning
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)
© 2009 Delmar, Cengage Learning
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
© 2009 Delmar, Cengage Learning
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)
© 2009 Delmar, Cengage Learning
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)
© 2009 Delmar, Cengage Learning
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)
© 2009 Delmar, Cengage Learning
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