Culture and conflict

Question 1

Define conflict.

Answer 1

Conflict involves a disagreement or clash between people.

Question 2

State the major cause of conflict.

Answer 2

1. Disagreements
2. Difference in ideas
3. Different understanding of the same word
4. Differing order of priority
5. Not understanding expectations
6. Difference in opinions about procedures or individuals (Page 173)

Question 3

What is the natural tendency when communicating during conflict? Suggest at least two ways of overcoming this tendency if it is unproductive.

Answer 3

1. Unresolved stress
   Recognising the source of the issue and having both parties commit an equal amount of time with the aim of figuring the problem out.
   It requires self awareness, self-control, preparation and commitment to resolution of unresolved negative emotions on the part of the health professional.

Question 4

Describe ways of resolving each emotion during conflict.

Answer 4

The severity of emotions associated with the conflict may also indicate the effort and action required to resolve the conflict (Kassing 2011). If the emotion is simply one of uneasiness or awkwardness, it is probably not too serious. The uneasiness may originate from unrelated causes (e.g. tiredness,hunger or lateness. The health professional asking a simple question to clarify the reason for the lack of ease may quickly resolve the awkwardness (e.g. Are you feeling alright today?). Alternatively a statement to recognise ( e.g. You don’t seem to be yourself today) or to explain the uneasiness (e.g. I am sorry, I had to rush my son to an emergency this morning!) Will assist in clarifying and potentially reducing the conflict in the situation.
Irritation is also a common emotion that is attached to conflict. Irritation or annoyance can occur during an interaction when the potential outcome of the interaction appears unsatisfactory to at least one of the people communicating. In this situation tbe use if questions (e.g. you seem irritated today – is there something upsetting you?) or an ‘I’ statement or question (e.g. I feel irritated because you said you would be on time today and you were half an hour late again. Or ‘Are you upset because of something I have done? ) Can be powerful in highlighting and potentially resolving a difficult communicative event.

Misunderstandings can cause confusion, dissatisfaction and discouragement in all communicating parties. The failure in understanding is not always easy to resolve if there were associated emotional responses. Honestly acknowledging the misunderstanding, admitting any mistake and apologising is a powerful course of action that can resolve the conflict.
The effects of prejudice can negatively affect every working relationship. Recognition of the source of such attitudes can assist in resolving the negative emotions associated with the other. A focus on the positive attributes of the persons, as well as similarities shared in experiences or values, can also assist in changing a negative attitude.

Question 5

What must health professionals understand about themselves to be committed culturally effective communication.

Answer 5

Health professionals must be consciously aware of their own personal cultural biases and stereotypes.

Question 6

Define ‘culture’.

Answer 6

Groups might express their culture through their particular beliefs, spirituality, language, family roles, ways of living and working, expectations, dress, artifacts, artistic expressions, attitudes, food, remedies, identity and non verbal behaviours, as well as through the value and place on their land (Archee et al 2013, Kinebanian & Stomph 2010, Mohan et al 2008, Parbury 1986, Smith 2008, UNESCO 2002).

Question 7

What are some of the differences that affect culturally appropriate communication?

Answer 7

1. Critical self awareness
2. Personal commitment to understanding differences
3. Exposure and learning
4. Investment of time to negotiate meaning and ensure understanding
5. Anticipation of difficulties

Question 8

What promotes openness to cultural diversity in a health profession?

Answer 8

Being aware of ones own cultural biases, education yourself on other cultures in order to best accommodate them. Listening and communicating with people from another culture in order to receive advice for best communicating in the future.

Question 9

In your own words, outline the ten steps for effective communication while using an interpreter.

Answer 9

1. Establish the core reason why you need to use an interpreter.
2. Make sure to brief the interpreter before the session commences and book in advance.
3. Create a plan with points of discussion before the meeting so that you don’t forget anything that needs discussing.
4. Make sure to clarify the interpreters understanding using questions
5. Introduce everyone including the interpreter when commencing the session
6. Make sure to speak directly to the person and not the interpreter
7. Observe client NVC’s
8. Ask probing questions in response to NVC’s
9. Avoid using long sentences and instead use small chunks of information
10. Ask the client to summarise the information discussed in order to gauge their level comprehension.