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Communication

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Ad apt Communicationto In d ivid ual

Level of Un d erstan d ingCulture

A geEmotional StateDisability

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Wh ite-Coat

Syn d rome/ A nxiousPatient

Tense appearanceIncrease d BP, Pulse, RespirationsSweaty PalmsProblems wit h sleep an d /or appetite

Irritable an d agitate d

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Angry Patient

Fearful

Resentful of:IllnessLoss of ControlInvasion of Privacy

Remain Calm

Focus on Need

sGive SpaceA voi d

DefensivenessExpress Your View

Cause Response

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M ulticultural A ttitu d es

Illness cause d byforces of natureIllness cause d by bad bloo d or feelingsM

ayd

eny pain or express excessivelyM ay avoi d eyecontact

A voi d bias, preju d ice or stereotypingGet interpreter Learn basic p h rases

in oth

er languagesAd just voice levelto culture: Soft for A sian

Difference Response

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Visual ImpairmentLarge PrintAd equate Lig h tingNormal SpeakingVoicePreserve d ignity:Dont talk d own toOrient as nee d ed

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H earing ImpairmentSpeak SlowlySpeak in Lower ToneClear voice: DontSh out

Open-en d ed QuestionsW ritten M aterials

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Ch ild renTake FearsSeriouslyExplain A LLProce d uresPraiseBe Trut h fulInvolve Parents

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Verbal SkillsW arm, frien d ly,

voiceVerbalizeconcern

Encouragequestions

Repeat

instructionsSpeak slowly an d clearly

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Non-Verbal SkillsListen carefully

M aintain eyecontactS h ow intereste d

facial expressionsTouc h

Open posture

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Listening SkillsA ctive 2 way

Same levelOpen postureRelax listenEye contact

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M ore Listening SkillsGive a d equate personal space:

4 feet for conversation1 feet in personal contactT h ink before talkingProvi d e fee d back

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Listening BarriersPassive 1 way

Superior positionClose d posturePreten d ing h urrie dDarting eyes

S t e r e o

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M ore Listening BarriersPersonal spacetoo close or far C h anging subjectIrrelevant reply

Communicationnotacknowle d ged

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InterpersonalSKILLS

Empat h yRespectfulnessGenuineness

Open-min d ed nessSensitivity

BA RR IE R S

Sympat h y/pityDisrespectfulnessFalseness

Close-min d ed nessInsensitivity

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A SSERTIVENESSFIR M LY ST A NDING UP FOR YOURSELF W H ILE S H OW INGRESPECT FOR OT H ERS

Sign of strong lea d ers h ip abilities

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AGG R ESSIVENESSIMPOSING YOU R POSITION ONOTHE R S O R MANIPULATINGTHEM TO GO ALONG WITH

YOU R DESI R ES

Sign of weak lea d ersh ip abilities

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A pplications

Generalcommunication wit h :Family members

Frien d sPeersCo-workersA

uth

ority figures

H ealt h care relate d :

Patient: sc h ed uling,orientation,interviews, e d ucation,reassurance, problem-solving.Team up d ates,information requests,

sch

ed

uling, feed back