Chapter 3: Communication & Diversity

communication

process of exchanging information with others by sending and receiving messages

three steps of communication

sending, receiving, and feedback

verbal communication

communication with spoken or written words or sounds

nonverbal communication

communication without words

point about verbal

misunderstandings can happen if people interpret the same word differently

point about nonverbal communication

may vary based on culture; MAsn should observe the patient's nonverbal communication and be aware of their own

cliche

a phrase that is used over and over again and really doesn't mean anything

barriers to communication

1. patient does not hear correctly or does not understand

2. patient is difficult of understand

3. Ma, patient, or others use words that are not understood

4. MA uses slang or profanity

5. MA uses cliches

6. MA responds with "why?"

7. MA gives advice

8 MA asks questions that only require yes or no answers

9. patient speaks a different language

10. MA or patient uses nonverbal communication

diversity

a term used to describe the variety found among people

bias

a judgmental response, which may be positive or negative, based on assumptions or personal beliefs; may be unconscious

race

grouping of people based on physical characteristics shared by those with a common ancestry

ethnicity

one aspect of a person's identity; often reflects the combination of race, culture, nationality, language, and other factors

culture

a system of learned beliefs and behaviors practiced by a group of people

gender identity

deeply felt sense of one's gender

sexual orientation

a person's physical, emotional, and/or romantic attraction for another person

gay

attraction to people of the same sex

lesbian

attraction for women as women

straight

attration to people of the opposite sex

bisexual

attraction to the same or different gender

pansexual

attraction for a person of any sex or gender

asexual

relating to emotional or romantic partners in a nonsexual way

guidelines about unbiased behavior

1. never make assumptions about a person's race, ethnicity, or gender

2. treat all patients as individuals

3. do not allow personal beliefs to influence behavior

4. do not dismiss patient input

5. do not define the disabled by their disability

6. be aware of your own biases; empathy

7. believe what the patient says about their health

8. do not judge a patient based on symptoms, condition, or social/medical history

population

a particular group of patients

points about communicating with patients

1. one of many benefits of working as an MA is the opportunity to communicate with and help many different patients

2. every patient will have their own communication style and needs

3. MAs should be aware of verbal and nonverbal communication they are sending and receiving to/from patients

4. MAs should be mindful of each patient's responses to eye contact, touch, and gestures/facial expressions

guidelines for hearing impairments

make sure hearing aid is on and functioning; reduce background noise; get patient's attention before speaking; walk in front or touch a patient to alert them of your presence; speak clearly, slowly, and in good light; confirm the patient can hear you; do not should/exaggerate mouth movements; pitch voice lower; keep hands away from face while talking; speak into a patients unaffected ear; use short sentences and avoid sudden topic changes; repeat yourself when necessary; use picture cards and notepads as needed; never pretend to understand the patient

guidelines for vision impairments

identify yourself immediately; do not touch patients until you have stated your name; let the patient know when you leave the room; use proper lighting; face the patient; always describe what you're doing and use specific directional terms

guidelines for mental health disorders

talk to adults as adults; use simple, clear statements; use a normal tone of voice; speak respectfully and convey concern; sit/stand at a normal distance; be aware of body language; be honest and direct; avoid arguments; maintain eye contact and listen carefully

guidelines for cognitive impairments

approach from front and dont startle patient; smile and be positive; minimize noise and distractions; always identify and use patient's name often; speak slowly and pitch down voice; repeat exact words as necessary; use gestures and communication aids as necessary; be aware of the patient's response to touch; check your body language; observe nonverbal communications; ask family member/caregiver for advice as appropriate

guidelines for children/pediatric children

introduce yourself by name and title; give the child personal space; get down on the child's eye level when speaking; allow the parent/guardian to soothe and assist as necessary; explain procedures and equipment in age-appropriate terms; speak directly to the child; emphasize that nervousness is normal at any age; engage the child by allowing them to hold/handle something; never lie about a procedure; answer the child's questions; do not reward for being "brave" or silent; do not shame/threaten into compliance

guidelines for intellectual/developmental disabilities

introduce yourself by name and title; describe procedures so that the patient understands; treat adults as adults; answer the patient's questions; remain calm and patient; watch for nonverbal cues of confusion/anxiety; patients with ASD may require additional observation, empathy, and patience

guidelines for non-native speakers of english

~15% of U.S. adults speak a language other than English; patients have a legal right to receive information about their care in a language they understand; use a facility's interpretation services as necessary; watch for signs that the patients does not understand; do not rely on friends/family to translate medical information; learning simple phrases in a common language is helpful

guidelines for combative/angry/inappropriate behavior

remain calm; do not argue or respond; allow time for a patient to calm themselves; lower tone of voice; be flexible and patient; try to find out why patient is upset; use silence and listening; keep at a safe distance; address inappropriate sexual comments directly; if physical harm is attempted, move, black, and get help; always report inappropriate behavior

tips to ensure positive and complete communication

1. be a good listener

2. provide feedback

3. bring up topics of concern

4. allow pauses

5. accept a resident's religion/lack of

6. understand the important of touch

7. ask for more information

tips to build positive relationships

1. avoid subject changes

2. do not ignore requests

3. do not talk down to people

objective information

information based on what a person sess, hears, touches, or smells; signs

subjective information

information that a person cannot or did not observe but is based on something reported; symptoms

smell

patient's body/breath odor

sight

changes in patient's appearance

hearing

patient's words, tone, and breathing

touch

patient's skin and pulse