MDAA209 - Lecture 1 Notes

National Healthcareer Association (NHA) & Interpersonal Communications

Lesson 1 – What Is NHA

  • The National Healthcareer Association (NHA) is a national certification agency for allied healthcare workers in the United States.
  • NHA offers certifications in more than eight allied health specialties.
  • These certifications aim to:
    • Increase employment opportunities.
    • Improve pay.
    • Enhance job security for healthcare professionals.
  • Certifications validate skills through a third party, confirming education and competency to employers.
  • Certifications help individuals to compete effectively in the workforce.

Topic 1: Certified Medical Administrative Assistant (CMAA)

  • The NHA CMAA exam assesses knowledge and skills for medical administrative assisting.
  • The exam includes 110 scored questions and 25 pre-test items.
  • The exam covers seven domains:
    1. Foundational Knowledge
    2. Communication and Professionalism
    3. Medical Law, Ethics, and Compliance
    4. Scheduling
    5. Patient Encounter
    6. Billing and Revenue Cycle
    7. Medical Practice Administrative Procedures and Logistics
  • Exam Details:
    • Duration: 2 hours and 15 minutes.
    • Number of scored questions: 110.
  • Preparation tips:
    • Verify testing information on the NHA website.
    • Bring proof of identity.
    • Complete the test in a single, continuous session.
    • No reference books or personal electronics are allowed.
    • No eating or drinking during the test.

Lesson 2 – Interpersonal Communication

  • Interpersonal communication is defined as the exchange of messages between people whose lives mutually influence one another, within social and cultural norms.
  • It involves interdependent individuals building unique bonds shaped by their social and cultural contexts.
  • Brief exchanges with strangers are not considered interpersonal communication unless significant mutual influence exists.
  • Studying interpersonal communication is important because:
    • Interpersonal skills like communication, teamwork, negotiation, and problem-solving are critical to workplace success.
    • These skills measurably impact psychological and physical health.
    • Individuals with strong interpersonal skills adapt better to stress, have more satisfying relationships, and experience less depression and anxiety.
  • Interpersonal communication skills are highly sought after by employers.
  • Interpersonal communication is strategic:
    • People intentionally create messages to achieve specific goals in society and relationships.
    • Interpersonal communication competence involves communicating effectively and appropriately in personal relationships.
  • Effectiveness vs. Appropriateness:
    • Effectiveness refers to achieving the desired goal.
    • Appropriateness considers how the communication is perceived by others.
    • Competent communicators balance effectiveness and appropriateness.

Topic 1: Types of Communication

Oral Communication

  • Oral communication is the process of exchanging information through spoken words.
  • It allows for real-time interaction, feedback, and the use of vocal elements to convey meaning and emotions.
  • Settings include face-to-face conversations, meetings, phone calls, video conferences, lectures, and public speaking events.
  • Effective oral communication involves:
    • Clear and concise expression.
    • Active listening and comprehension.
    • Adapting communication style to different audiences and situations.

Verbal Communication

  • Verbal communication is the exchange of information through words, both spoken and written.
  • It includes face-to-face conversations, phone calls, meetings, interviews, presentations, speeches, and discussions.
  • Key elements include:
    • Words spoken.
    • Tone of voice.
    • Pitch.
    • Volume.
    • Emphasis.
    • Nonverbal cues.
  • Effective verbal communication requires:
    • Clear expression.
    • Active listening.
    • Adaptation of communication style.

Oral Communication vs. Verbal Communication

  1. Oral Communication:
    • Refers specifically to exchanging communication through spoken words, emphasizing speaking and listening.
    • Involves real-time interaction and immediate feedback, including vocal elements such as tone, pitch, and volume.
    • Encompasses face-to-face conversations, meetings, presentations, and speeches.
  2. Verbal Communication:
    • Broader term including any communication using words or language, whether spoken or written.
    • Includes both oral communication (spoken words) and written communication.
    • Focuses on the use of linguistic symbols like words, phrases, and sentences to convey meaning comprehensively.
    • Covers modes like face-to-face conversations, phone calls, emails, text messages, and written documents.

Nonverbal Communication

  • Nonverbal communication involves transmitting messages through nonverbal cues, gestures, facial expressions, body language, etc.
  • It plays a significant role in conveying emotions, attitudes, intentions, and meanings.
  • Elements include facial expressions, eye contact, hand gestures, body posture, tone of voice, physical proximity, touch, and clothing choices.
  • Nonverbal cues can complement or contradict spoken words.
  • It is influenced by cultural and individual differences.
  • It can be used to express emotions, establish rapport, convey trustworthiness, regulate conversations, and indicate interest or disinterest.

Listening

  • Listening involves receiving, interpreting, and understanding spoken or written messages.
  • Effective listening is characterized by:
    1. Giving undivided attention.
    2. Understanding the content and meaning.
    3. Empathizing with the speaker's emotions.
    4. Actively engaging with feedback and questions.
    5. Using nonverbal cues.
    6. Reflective listening through paraphrasing or summarizing.

Lesson 3 – The Importance of Interpersonal Skills

  • Interpersonal skills are crucial in the workplace and highly valued by employers.
  • Key reasons interpersonal skills are important:
    1. Effective Communication
    2. Teamwork and Collaboration
    3. Leadership and Management
    4. Customer Service
    5. Conflict Resolution
    6. Networking and Relationship Building
    7. Emotional Intelligence

Topic 1: Strategies to Build Interpersonal Skills

  • Building interpersonal skills requires practice, self-awareness, and a commitment to personal growth.
  • Strategies include:
    1. Active Listening
    2. Empathy and Understanding
    3. Effective Communication
    4. Conflict Resolution
    5. Emotional Intelligence
    6. Collaborative Mindset
    7. Networking
    8. Cultural Sensitivity
    9. Reflect and Learn
    10. Continuous Learning

Topic 2: Interpersonal vs. Intrapersonal

  1. Interpersonal Skills:
    • Relate to how individuals interact and communicate with others.
    • Involve building positive relationships, collaborating, and understanding others' needs and emotions.
    • Essential for teamwork, leadership, customer service, conflict resolution, and networking.
    • Examples: active listening, effective communication, empathy, collaboration, negotiation, conflict resolution, and relationship building.
  2. Intrapersonal Skills:
    • Refer to self-awareness and self-management.
    • Involve understanding one's own emotions, thoughts, strengths, and weaknesses.
    • Enable reflection, goal setting, stress management, and informed decision-making.
    • Examples: self-awareness, emotional intelligence, self-regulation, self-reflection, resilience, goal setting, time management, and decision-making.
  • Both interpersonal and intrapersonal skills are interconnected and contribute to effective communication, collaboration, self-development, and overall success.
  • Nurturing both skill sets is valuable for professional and personal development.