Communication & Cultural Diversity

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)

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

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

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

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

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

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

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

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

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

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)

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

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

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

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?”

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

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)

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

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)

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)

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)

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