Outcome 4 - Apply interpersonal skills Flashcards
What is Race?
Race is used to categorize people based on distinct physical traits and geographic origins, such as skin colour, facial structure, eye colour, hair colour & other features. (Ex. Asian, black, hispanic, white, pacific islander)
What is Ethnicity?
Ethnicity refers to groups with shared identity in terms of history, traditions, language, nationality, or cultural hertitage (ex. jewish, arab, irish, italian, african, greek)
What is Culture?
Culture defines a person and is acquired from others. It encompasses values, beliefs, customs, and behaviours. religious symbols, traditions, laws, architectural styles, and social expectations are all cultural elements that contribute to self-identity.
What is understanding the communication process essential for?
Understanding the communication process is essential for developing conflict resolution, team competence, and customer service skills. By addressing problems, seeking resolution, and horning communication skills, employees can improve their contribution and become valued members of the work team.
Intercultural communication
The dental care team should focus on improving intercultural communication to understand the appropriateness of gestures, the meaning of direct and indirect communication, and body language. Healthcare providers can start by building a general awareness of a culture’s norms and then delve into a patient’s individual beliefs and values. This will help them recognize that each patient is unique, even within their cultural context.
Why is understanding and appreciating diverse cultural beliefts essential?
It is essential for providing personalized care to each patient.
What does intercultural communication involve?
Involves understanding attitudes and perceptions related to personal space, physical gestures, eye contact, and communication styles.
Using an interpreter
When using an interpreter, dental professionals should still speak directly to the patient, using short sentences and simple terminology
What is communication?
Communication is the process of transferring information from one person (or group of people) to another person or group of people. Understanding the communication process and combining that understanding with your past experiences will help you develop positive communiation skills and traits.
Factors that affect how a message is received and understood (or misunderstood) by others:
(Also known as “NOISE”)
- The language or culture of the sender and receiver
- The method by which the message is sent (for example, over the phone, in person, by e-mail).
- The voice that is used to convey the message.
- The importance of the communication or the interest level to the receiver.
- The timing of the message.
- The environment, including noise sound levels.
- The emotional and/or physical state of the receiver.
- The educational level of the sender/receiver.
- The listening style used by the receiver.
What is Non-Verbal Communication?
Includes how we use our body, voice and environment to get a message across to someone else. It includes things like distance, environment, posture, hand gestures, facial expressions and personal appearance.
What is Proxemics?
The study of distance is referred to as proxemics. Which is the study of spacial distances between indivduals in different cultures and siturations.
Anthropologist Edward T. Hall has examined the relevancy of distance in communication in different cultures and socio-economic groups. Hall’s work identifies four “zones” related to communication and distances
Importance of distance when communicating?
How far we stand from someone when we talk to them indicates a meaning to the person receiving the message. For example, when you want to tell someone something confidential, yu stad closer to the person and speak in a lower voice.
Hall’s Zone of Personal Space
Intimate: from physical contact to 18 inches - appropriate for an intimate coversation between close friends
Personal: 18 inches to 4 ft - appropriate for casual coversation
Social: 4 to 12 ft - appropriate for impersonal business matters
Public: 12 ft - appropriate for large group presentations
Healthcare workers & close spacial relationship
It’s important to recognize that healthcare workers are often close to the patients they care for. This close spatial relationship can be off-putting for some patients, causing them to be hesitant and defensive. The way you position yourself to patients is also crucial. For instance, when speaking to a child, it’s better to kneel down and maintain eye contact to establish trust and mutual respect.
How Environment affects Communication?
Where you choose to tell someone something has an impact on how the person interprets the message. Choosing an appropriate environment in which to transmit a message is very important.
The environment helps the person concentrate (or not) on what you have to say, in addition tosetting an atmosphere for listening and for feeling important.
Environmental factorsr that should be recognized and eliminated or reduced to improve the communication process:
-echos
-long distance
-poor lighting (can impede visual cues)
-temperature that is too hot or too cold will affect the comfort level and interfere with communication
-visual “noise” distractions
-anything that can be heard (noise)
What is Kinesics?
“Body movement or language”
- referes to the use of body movement or the body as a whole in communication. Kinesics can include gestures, facial expressions, gaze patterns, touch and body position.
Importance of posture?
How you hold your body when you tell someone something also indicates a non-message to the decoder.
Importance of Hand Gestures
Many different people from many different backgrounds use their hands for non-verbal expressions.
Importance of Facial expressions?
If you are being told something that is very sad but the person telling you is smiling and laughing, you might be confused because the facial experience doesn’t match the verbal message. You might also doubt the intergrity of the person and the validity of the message. It is critical for encoders to make sure their facial expressions, including voice, match the intent of the verbal message.
Importance of personal appearance ?
Appearance can be critical to the success of a message.
Your credibility may depend on how you appear to the meeting participants. The first impression you make with someone carries over to thecredibility of the message you are delivering
Importance of Vocabulary or Jargon?
As healthcare professionals, you will want to be able to ask clear and direct questions of your patients to ensure that your point is easily understood. Too many healthcare professionals insert technical jargon into their communication, not thinking that the average person does not understand what they are saying. Oftentimes patients may appear tired, fearful, stressed and anxious; in these ways, their communication skills may be impeded.
It is critical that communication is free of technical jargon. It is up to healthcare professionals to make sure that the patients understand what is happening to them.
Importance of Clarity?
Clarity is achieved when you express yourself in such a way that the meaning or message is clear to the patient, and that they have received the information to the level that you wish them to understand.