1. Communication

2. Adapt Communication to Individual Level of Understanding Culture Age Emotional State Disability

3. White-Coat Syndrome/Anxious Patient Tense appearance Increased BP, Pulse, Respirations Sweaty Palms Problems with sleep and/or appetite Irritable and agitated

4. Angry Patient Fearful Resentful of: Illness Loss of Control Invasion of Privacy Remain Calm Focus on Needs Give Space Avoid Defensiveness Express Your View Cause Response

5. Multicultural Attitudes Illness caused by forces of nature Illness caused by bad blood or feelings May deny pain or express excessively May avoid eye contact Avoid bias, prejudice or stereotyping Get interpreter Learn basic phrases in other languages Adjust voice level to culture: Soft for Asian Difference Response

6. Visual Impairment Large Print Adequate Lighting Normal Speaking Voice Preserve dignity: Don’t talk down to Orient as needed

7. Hearing Impairment Speak Slowly Speak in Lower Tone Clear voice: Don’t Shout Open-ended Questions Written Materials

8. Children Take Fears Seriously Explain ALL Procedures Praise Be Truthful Involve Parents

9. Verbal Skills Warm, friendly, voice Verbalize concern Encourage questions Repeat instructions Speak slowly and clearly

10. Non-Verbal Skills Listen carefully Maintain eye contact Show interested facial expressions Touch Open posture

11. Listening Skills Active – 2 way Same level Open posture Relax – listen Eye contact

12. More Listening Skills Give adequate personal space: 4 feet for conversation 1 ½ feet in personal contact Think before talking Provide feedback

13. Listening Barriers Passive – 1 way Superior position Closed posture Pretending – hurried Darting eyes

14. More Listening Barriers Personal space too close or far Changing subject Irrelevant reply Communication not acknowledged

15. Interpersonal SKILLS Empathy Respectfulness Genuineness Open- mindedness Sensitivity BARRIERS Sympathy/pity Disrespectfulness Falseness Close- mindedness Insensitivity

16. ASSERTIVENESS FIRMLY STANDING UP FOR YOURSELF WHILE SHOWING RESPECT FOR OTHERS Sign of strong leadership abilities

17. AGGRESSIVENESS IMPOSING YOUR POSITION ON OTHERS OR MANIPULATING THEM TO GO ALONG WITH YOUR DESIRES Sign of weak leadership abilities

18. Applications General communication with: Family members Friends Peers Co-workers Authority figures Healthcare related: Patient: scheduling, orientation, interviews, education, reassurance, problem- solving. Team updates, information requests, scheduling, feedback