1. CHAPTER 4: COMMUNICATION AND CULTURAL DIVERSITY

2. LEARNING OBJECTIVES Define the term communication Differentiate between verbal and nonverbal communication Describe ways different cultures communicate Identify barriers to communication Demonstrate effective communication in interpersonal relationships Differentiate between facts and opinions Explain the differences between objective and subjective information, including how to observe and report both Explain how to communicate with other team members using basic medical terminology and abbreviations Explain how to give and receive an accurate report of a resident’s status Explain documentation and describe related terms and forms Describe incident reporting and recording Demonstrate effective communication on the phone Understand guidelines for basic office machines and computers Explain the resident call system List guidelines for communicating with residents with special needs

3. COMMUNICATION

4. VERBAL AND NONVERBAL COMMUNICATION Verbal communication Nonverbal communication

5. CULTURE AND COMMUNICATION Cultural diversity Bias Culture

6. BARRIERS TO COMMUNICATION

7. EFFECTIVE COMMUNICATION IN INTERPERSONAL RELATIONSHIPS Be a good listener Provide feedback Bring up topics of concern Allow pauses Tune in to other cultures Accept residents’ religion or lack of religion Understand touch Ask for more information Make sure communication aids are clean and working

8. EFFECTIVE COMMUNICATION IN INTERPERSONAL RELATIONSHIPS Avoid changing the subject Do not ignore requests Do not talk down to people Sit near the resident Lean forward when a resident is speaking Talk directly to the resident you are assisting Approach the person who is talking Be empathetic Have time for residents’ families and friends, too

9. FACTS AND OPINIONS Fact Opinion

10. REPORTING OBJECTIVE AND SUBJECTIVE INFORMATION Objective information Subjective information

11. COMMUNICATING WITHIN THE CARE TEAM Keep the nurse informed Communicate with other care team members Always respect residents’ privacy Be careful with communication Ask the nurse Use the chain of command to voice complaints

12. MEDICAL TERMINOLOGY AND ABBREVIATIONS Medical terminology Abbreviations

13. ACCURATE REPORT OF A RESIDENT’S STATUS Occurances that should be reported immediately Use facts, not opinions!

14. DOCUMENTATION The medical chart Importance of current documentation Guidelines for documentation

15. DOCUMENTATION Military time Guidelines for converting regular time to military time

16. INCIDENT REPORTING AND RECORDING Incident Sentinel event Guidelines for incident reporting

17. EFFECTIVE TELEPHONE COMMUNICATION Effective telephone communication Answering the phone

18. GUIDELINES FOR BASIC OFFICE MACHINES AND COMPUTERS Office machines used in LTCFs

19. THE RESIDENT CALL SYSTEM A NA must always answer call lights, no matter what. Call lights must be left within residents’ reach and answered promptly every time the resident pushes the button.

20. GUIDELINES FOR COMMUNICATING WITH RESIDENTS WITH SPECIAL NEEDS Impairment Vision  Farsightedness  Nearsightedness Cerebrovasular accident (CVA)  Hemiplegia  Hemiparesis  Expressive aphasia  Receptive aphasia Emotional lability Dysphagia Combative Guidelines when communicating with residents with hearing impairment Guidelines when communicating with residents with vision impairment Guidelines when communicating with residents who have experienced CVA/stroke Guidelines when communicating with residents who are demonstrating combative behavior Guidelines when communicating with residents who are demonstrating angry behavior

21. GUIDELINES FOR COMMUNICATED WITH RESIDENTS WITH SPECIAL NEEDS Guidelines when communicating with residents who have experienced CVA/stroke Guidelines when communicating with residents who are demonstrating combative behavior Guidelines when communicating with residents who are demonstrating angry behavior Assertive versus aggressive behavior Guidelines when communicating with residents who are demonstrating inapropriate behavior

22. REVIEW Communication Verbal and nonverbal communication Culture and communication Barriers to communication Effective communication in interpersonal relationships Facts and opinions Reporting subjective and objective information Communicating within the care team Medical terminology and abbreviations Accurate reporting of a resident’s status Documentation Incident reporting and recording Effective telephone communication Guidelines for basic office machines and computers The resident call system Guidelines for communicating with residents with special needs