MDAA209 – Lecture 1 – Introduction to NHA & Interpersonal Communications

NHA & Interpersonal Communications

Content is based on:

  • Book: Communication in the Real World: An Introduction to Communication Studies
  • Licensed under CC BY-NC-SA
  • Authored, remixed, and/or curated by University of Minnesota
  • Communication in the Real World by University of Minnesota is licensed under CC BY-NC-SA 4.0. International.

Lesson 1 – What Is NHA

  • Introduction
    • The National Healthcareer Association (NHA) is a national certification agency for allied healthcare workers in the United States.
    • NHA has developed certifications in more than eight allied health specialties.
    • These certifications help healthcare professionals find more employment opportunities, better pay, and increased job security.
      *Video: “What you need to know about NHA certification” (3 minutes, 10 seconds)
    • Consider the following questions while watching:
      • What is a certification?
      • What is the importance of a certification?
      • How can a certification benefit me?
  • Certifications:
    • Demonstrate skills validated by a third party.
    • Show completion of an education program.
    • Prove competency with certain skills through an exam.
    • Help individuals compete in the workforce.

Topic 1: Certified Medical Administrative Assistant “CMAA”

  • The NHA CMAA exam is a certification exam that measures the student’s knowledge and skills for medical administrative assisting.
  • The exam consists of 110 questions and 25 pre-test items.
  • The questions fall into seven domains. *Article: “How is the NHA CMAA Exam Structured.”
    • Consider the following questions while reading:
      • What did I learn about the domains?
      • What can I expect on exam day?
  • 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 Day:
    • Expect to spend 2 hours and 15 minutes on the exam with 110 scored questions to answer.
    • Verify testing information on the NHA website ahead of time.
    • Make sure you have proof of identity.
    • Remember not to close the test prematurely during the test.
    • All exams must be completed with a single, continuous session.
    • No reference books are allowed.
    • Personal electronics are not allowed in the testing room.
    • Eating and drinking are not allowed in the test room.

Check Your Knowledge 1

  1. Certifications demonstrate that you have skills validated by:
    • c. A third party
  2. The NHA CMAA exam consist of:
    • d. All the above
  3. The seven domains of the NHA CMAA exam include:
    • d. All the above

Lesson 2 – Interpersonal Communication

  • Introduction
    • Interpersonal communication is the process of exchanging messages between people whose lives mutually influence one another in unique ways in relation to social and cultural norms.
    • Involves two or more people who are interdependent to some degree and who build a unique bond based on the larger social and cultural contexts to which they belong.
    • A brief exchange with a grocery store clerk whom you do not know would not be considered interpersonal communication because you and the clerk are not influencing each other in significant ways.
      *Video: “What are interpersonal skills” (2 minutes, 30 seconds)
    • Consider the following questions while watching:
      • What are the key factors contributing to effective interpersonal skills development?
      • How are interpersonal skills used in the workplace?
        *Video Summary:
    • Interpersonal skills such as communication, teamwork, negotiation, influencing other people, problem-solving, and decision-making are all skills critical to workplace success.
    • Interpersonal skills have a measurable impact on psychological and physical health.
      • People with higher levels of interpersonal communication skills are better able to adapt to stress, have greater satisfaction in relationships and more friends, and have less depression and anxiety (Hargie, 2011).
    • Interpersonal communication skills are highly sought after by potential employers, consistently ranking in the top ten in national surveys (National Association of Colleges and Employers, 2010).
    • To make the most out of our interpersonal relationships, we must learn some basic principles.
    • Interpersonal communication is strategic, meaning we intentionally create messages to achieve certain goals that help us function in society and our relationships.
    • Interpersonal communication competence: the ability to communicate effectively and appropriately in personal relationships.
    • Imagine that you are the manager of a small department of employees at a marketing agency where you often must work on deadlines. As a deadline approaches, you worry about your team’s ability to work without your supervision to complete the tasks, so you interrupt everyone’s work and assign them all individual tasks and give them a bulleted list of each subtask with a deadline to turn each part in to you.
    • To be competent interpersonal communicators, we must learn to balance being effective and appropriate.

Topic 1: Types of Communication

  • Oral Communication
    • Oral communication refers to the process of exchanging information, thoughts, and ideas through spoken words or verbal expressions.
    • It is a fundamental form of human communication that involves transmitting messages from one person to another or within a group using spoken language.
    • In oral communication, individuals interact in real-time, engaging in conversations, discussions, presentations, or speeches.
    • It allows for immediate feedback, clarification, and the use of various vocal elements such as tone, pitch, volume, and intonation to convey meaning and emotions.
    • Oral communication can take place in various settings, including face-to-face conversations, meetings, phone calls, video conferences, lectures, and public speaking events.
    • Effective oral communication involves not only the delivery of information but also active listening and comprehension by the recipients.
    • Skills such as effective speaking, active listening, nonverbal cues interpretation, and the ability to respond appropriately are crucial in achieving successful oral communication.
  • Verbal Communication
    • Verbal communication refers to the exchange of information, ideas, and thoughts through spoken words.
    • It is the primary mode of communication among humans and involves using language to convey messages.
    • Verbal communication encompasses various forms, including face-to-face conversations, phone calls, meetings, interviews, presentations, speeches, and discussions.
    • It relies on words, phrases, and sentences to express thoughts and emotions, clarify information, share knowledge, and engage in social interaction.
    • Key elements of verbal communication include not only the words spoken but also the tone of voice, pitch, volume, and emphasis used to convey meaning and express emotions.
    • Nonverbal cues such as facial expressions, gestures, and body language also play a significant role in complementing and reinforcing the spoken message.
    • Effective verbal communication involves clear and concise expression, active listening, and the ability to adapt communication style to the audience and context.
    • It requires the speaker to articulate thoughts clearly, choose appropriate words, and use vocal variations to convey meaning effectively.
    • Effective verbal communication includes attentively listening to others, interpreting nonverbal cues, and providing appropriate responses.
    • Verbal communication is an essential skill in personal, professional, and social settings, enabling individuals to establish connections, build relationships, and convey information effectively.
  • Oral Communication vs. Verbal Communication
    • The terms "oral communication" and "verbal communication" are often used interchangeably, as they both involve spoken language to convey messages.
    • However, there can be a subtle distinction between the two:
      1. Oral Communication refers to the process of exchanging information through spoken words. It emphasizes the act of speaking and listening, where individuals engage in direct conversation or dialogue. Oral communication involves real-time interaction, immediate feedback, and the use of vocal elements such as tone, pitch, volume, and intonation to convey meaning and emotions. It encompasses various forms of communication, including face-to-face conversations, meetings, presentations, and speeches.
      2. Verbal communication, on the other hand, is a broader term that encompasses any form of communication that uses words or language, whether spoken or written. It includes both oral communication (spoken words) and written communication (written words). Verbal communication focuses on the use of linguistic symbols, such as words, phrases, and sentences, to convey meaning and information. It covers a wide range of communication modes, including face-to-face conversations, phone calls, emails, text messages, and written documents.
  • Nonverbal Communication
    • Nonverbal communication refers to the transmission of messages or information through nonverbal cues, gestures, facial expressions, body language, and other forms of communication without using spoken or written words.
    • It is a fundamental aspect of human interaction and plays a significant role in conveying emotions, attitudes, intentions, and meanings.
    • Nonverbal communication includes various elements such as facial expressions, eye contact, hand gestures, body posture, tone of voice, physical proximity, touch, and even clothing choices.
    • These nonverbal cues often complement and reinforce verbal communication, but they can also convey messages independently or contradict the spoken words.
    • Nonverbal communication is universal, as certain gestures and facial expressions tend to have similar meanings across cultures.
    • However, it is also influenced by cultural and individual differences, which means that interpretations of nonverbal cues can vary in diverse cultural and social contexts.
    • Nonverbal communication can be used to express emotions, establish rapport, convey trustworthiness, regulate conversations, indicate interest or disinterest, show respect, signal dominance or submission, and communicate nonverbally when verbal communication is restricted or impossible.
    • It is a powerful tool for enhancing understanding and building connections between individuals.
  • Listening
    • Listening communication refers to the process of receiving, interpreting, and understanding spoken or written messages from others.
    • It involves actively paying attention to the speaker or writer and comprehending their intended meaning. Effective listening is crucial for successful communication and forms the foundation of meaningful and productive interactions.
    • Key aspects of listening communication:
      1. Giving undivided attention to the speaker or writer is essential for effective listening. It involves focusing on the message and minimizing distractions, both internal (such as personal thoughts or biases) and external (such as noise or interruptions).
      2. Understanding the content and meaning of the message is a vital step in listening communication. It requires grasping the main points, identifying key details, and comprehending the speaker's or writer's perspective.
      3. Listening communication involves empathizing with the speaker's emotions, thoughts, and experiences. It requires putting oneself in the speaker's shoes, seeking to understand their feelings and perspectives without judgment or preconceived notions. Listening communication also involves recognizing and respecting diverse perspectives, even if they differ from our own. It requires suspending judgment, being open-minded, and acknowledging that everyone has a unique viewpoint shaped by their experiences.
      4. Actively engaging in the communication process involves providing feedback, asking clarifying questions, and seeking additional information when needed. It shows the speaker or writer that their message is being valued and understood.
      5. Nonverbal cues, such as maintaining eye contact, nodding, and using appropriate facial expressions, can demonstrate active listening and encourage the speaker to continue sharing their thoughts and feelings.
      6. Reflective listening involves paraphrasing or summarizing the speaker's message to confirm understanding. It helps to clarify any potential misunderstandings and provides an opportunity for the speaker to verify whether their intended meaning has been accurately received.
    • By practicing effective listening communication, individuals can enhance their understanding, build stronger relationships, and foster a more inclusive and collaborative communication environment.

Check Your Knowledge 2

  1. Which of the following best describes oral communication?
    • c. communication through spoken words or verbal expressions
  2. Which of the following is an example of nonverbal communication?
    • c. nodding you head to indicate agreement
  3. Which of the following best describes listening communication?
    • c. receiving, interpreting, and understanding spoken or written messages from others

Lesson 3 – The Importance of Interpersonal Skills

  • Introduction
    • Interpersonal skills play a crucial role in the workplace and are highly valued by employers across industries.
    • These skills involve the ability to interact and communicate effectively with others, build positive relationships, and work collaboratively in a team environment.
    • Key reasons why interpersonal skills are important in the workplace:
      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
    • Strong interpersonal skills are crucial for effective communication, collaboration, leadership, customer service, conflict resolution, networking, and emotional intelligence.
    • Developing and refining these skills can lead to increased workplace success, career advancement, and overall job satisfaction.
  • Strategies to Build Interpersonal Skills
    • Building interpersonal skills requires practice, self-awareness, and a commitment to personal growth.
      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
    • Building interpersonal skills is an ongoing process that requires patience and practice. By implementing these strategies and seeking opportunities to apply them. in your personal and professional life, you can gradually strengthen your interpersonal skills and foster more positive and meaningful relationships.
  • Interpersonal vs. Intrapersonal
    • Interpersonal and intrapersonal skills are both important in the workplace, but they refer to various aspects of communication and self-awareness.
    • Key differences between these two skill sets:
      1. Interpersonal Skills: Interpersonal skills are related to how individuals interact and communicate with others. They involve the ability to build positive relationships, collaborate effectively, and understand and respond to the needs and emotions of others. Interpersonal skills are essential for teamwork, leadership, customer service, conflict resolution, and networking. Examples of interpersonal skills include active listening, effective communication, empathy, collaboration, negotiation, conflict resolution, and relationship building.
      2. Intrapersonal Skills: Intrapersonal skills, on the other hand, refer to self-awareness and self-management. They involve an individual's understanding of their own emotions, thoughts, strengths, and weaknesses. Intrapersonal skills enable individuals to reflect on their own motivations, set goals, manage stress, and make informed decisions. Examples of intrapersonal skills include self-awareness, emotional intelligence, self-regulation, self-reflection, resilience, goal setting, time management, and decision-making.
    • While interpersonal skills focus on how individuals interact with others, intrapersonal skills focus on an individual's internal processes and self-management.
    • Both sets of skills are important in the workplace as they contribute to effective communication, collaboration, self-development, and overall success.
    • Interpersonal and intrapersonal skills are interconnected.
    • Developing strong intrapersonal skills can enhance one's ability to understand and connect with others, while effective interpersonal skills can contribute to self-awareness and personal growth.
    • Therefore, nurturing both skill sets is valuable for professional and personal development.

Check Your Knowledge 3

  1. Some examples of intrapersonal skills include:
    • d. All the above
  2. Some examples of interpersonal skills include:
    • d. All the above
  3. What are some strategies to build interpersonal skills:
    • d. All the above

Lecture Recap

  • Effective communication, encompassing both verbal and non-verbal aspects, is crucial in the workplace.
  • It enhances productivity, builds relationships, resolves conflicts, promotes teamwork, shapes workplace culture, and improves customer relations.
  • By recognizing and honing both verbal and non-verbal communication skills, individuals and organizations can achieve greater success and create a positive and productive work environment.