© 2009 Delmar, Cengage Learning Communication & Cultural Diversity.

© 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)

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Effective Communications(continued)

• Verbal: spoken words• Written• Nonverbal: facial expressions, body

language, and touch

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Effective Communications(continued)

• Essential elements– Sender – Message– Receiver – Feedback

(continues)

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Effective Communications(continued)

• Message must be clear• How sender delivers message• How receiver hears message• How receiver understands message• Avoid interruptions and distractions

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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

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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

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Barriers to Communication

• Something that gets in the way or limitsclear communications

• Common barriers– Physical disabilities– Psychological attitudes and prejudice– Cultural diversity

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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

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Summary

• Good communication skills allow development of good interpersonal relationships

• Health care worker also relates more effectively with coworkers and other individuals

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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

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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)

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Culture (continued)

• Culture is learned• Culture is shared• Social in nature• Dynamic and constantly changing

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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

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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

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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?”

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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

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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

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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

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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)

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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)

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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