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Transcript of Cultural Competence Series: Communication Across Differences ©2012 The University of Texas MD...
Cultural Competence Series:
Communication Across
Differences
©2012 The University of Texas MD Anderson Cancer Center
HR Talent Development:
Diversity Programs
©2012 The University of Texas MD Anderson Cancer Center
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Objectives
The Communication Across Differences workshop will encourage
participants to practice effective cross cultural communication skills in the
healthcare environment and workplace by:
Understanding how culture influences communication between patients
and employees and between team members.
Increasing self awareness of your cultural communication style.
Identifying effective strategies to build trust and respect when
communicating across cultures with patients and employees.
©2012 The University of Texas MD Anderson Cancer Center
Trust and Respect
The MD Anderson Cancer Center provides culturally appropriate
patient care and a culturally competent work environment. As an
institution, MD Anderson strives to understand and respect the cultural
beliefs, customs, and lifestyles of globally diverse individuals and groups.
These efforts will enable our institution to bridge cultural differences, build
trust and respect, to provide quality care, and to be the employer of
choice.
The Joint Commission views the delivery of services in a culturally
and linguistically appropriate manner as an important healthcare safety
and quality issue. For general information on standards related to cultural
competency, please visit http://www.jointcommission.org/ or contact
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©2012 The University of Texas MD Anderson Cancer Center
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Cultural Identity
©2012 The University of Texas MD Anderson Cancer Center
CommunicationAcross Cultures
Communication is the process of sharing an idea or information.
Being able to communicate across cultural differences is important to our
patients and employees.
Successful cross cultural communication is essential for individual and
organizational success.
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“No one, when he uses a word, has in mind exactly the same thing that another has…” ~ Wilheim von Humboldt (1767-1835)
©2012 The University of Texas MD Anderson Cancer Center
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Communication Matrix
Communication Levels:• Organizational• Leader Employee• Employee Employee• Employee Patient
Disclosure Levels:• Intimate (Full Disclosure & Trust)• Interpersonal (Some Trust)• Casual (Minor Trust)
MESSAGE
COMMUNICATION INFLUENTIAL
FACTORS
CULTURALINFLUENTIAL
FACTORS
©2012 The University of Texas MD Anderson Cancer Center
Why Our Actions Count
Keep in mind, that the best of our intentions can be negatively
impacted by how our words or actions are perceived. Several influencers are
listed below.
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Communication Influencers Cultural Influencers Communication Levels Age
Disclosure Levels Gender
Emotions Geographic
Transmission (Personal, Media, Technology) Health, Medical Beliefs
Voice (Pitch, Pauses, Speed, Tone, Volume) Mental, Physical, Health Condition
Body Language (Actions, Behaviors, Eye Contact, Facial Expressions, Personal Space, Touch)
Organizational or Social Hierarchy
Direct or Indirect Approach Focus Power and Privilege Perception
Topic Focus (Health, Organizational, Personal, Relationship, Task)
Race, Ethnicity
Language (Native or Alternate) Sexual Orientation
Words Used (Abbreviations, Colloquial Phrases, Formal, Informal, Slang)
Socio-Economic Class
Interruption Sources Spiritual Religious Beliefs
©2012 The University of Texas MD Anderson Cancer Center
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Communication
Providers
& Patie
nts
©2012 The University of Texas MD Anderson Cancer Center
Positive Relationship
The relationship between a
patient and their healthcare
providers is based upon trust
and respect.
Negative Relationship
The effects of disrespect and
derogatory conduct towards a
healthcare provider can cause
the decrease in morale, staff
retention, and the quality of care.
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Relationships
©2012 The University of Texas MD Anderson Cancer Center
The Truth of the Situation
Source: “Don’t Judge too Quickly” series. Ameriquest Mortgage Company. ©2005. http://theinspirationroom.com/daily/2006/ameriquest-mortgage-tv-ads-2006/ 10
©2012 The University of Texas MD Anderson Cancer Center
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Patient Communication Points
Admission
Assessment
Treatment
End of LifeDischarge
and Transfer
Influencers: Cultural Communication Trust
©2012 The University of Texas MD Anderson Cancer Center
Admission
Identify and address patient communication needs.
Language Assistance provides interpretation and translation services at no cost to the patient. Interpreters can facilitate cross-cultural communication between patients and healthcare personnel who do not speak the same language.
The hospital provides information to communicate with the patient who has vision, speech, hearing, or cognitive impairments in a manner that meets the patient’s needs. As an example, Sign Language Interpreters can be used to assist hearing-impaired patients.
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©2012 The University of Texas MD Anderson Cancer Center
Assessment
Always check the accuracy of the patient's name to the patient's record.
Greet the patient by their last name and then introduce yourself.
Identify and address patient communication needs.
When possible, the hospital accommodates the patient’s cultural, religious, or ethnic food and nutrition preferences, unless otherwise instructed.
Ask the patient to identify a support person.
Ask the patient and their family members what they prefer regarding their cultural and/or spiritual beliefs.
Communicate information about unique patient needs to the care team.
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©2012 The University of Texas MD Anderson Cancer Center
Treatment
Address the communication needs of a patient that may have sensory and/or communication impairments.
Provide information to communicate with the patient who has vision, speech, hearing, or cognitive impairments in a manner that meets the patient’s needs.
Identify and accommodate a patient's cultural, religious, or spiritual beliefs and practices that may influence care.
Determine any cultural or alternative healing medications or practices that the patient may be integrating into their treatment plan.
Confirm any individuals which are outside of the institution that the patient considers as a member of their treatment and support team. Incorporate cultural competence and patient/family-centered care concepts into care delivery.
Communicate information about unique patient needs to the care team. 14
©2012 The University of Texas MD Anderson Cancer Center
End of Life
Address patient communication needs during end-of-life care.
Monitor changes in the patient’s communication status during end-of-life
care.
Involve the patient’s surrogate decision-maker and family in end-of-
life care.
Address patient mobility needs during end-of-life care.
Identify patient cultural, religious, or spiritual beliefs and practices at
the end of life.
Make sure the patient has access to his or her chosen support person.
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©2012 The University of Texas MD Anderson Cancer Center
Discharge and Transfer
Access patient communication needs.
Engage patients, loved ones, and care-givers in the discharge and transfer planning and instruction.
Provide discharge instruction that meets the patient's needs.
Identify follow-up providers that can meet the patients' unique needs.
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©2012 The University of Texas MD Anderson Cancer Center
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Patient Resources
©2012 The University of Texas MD Anderson Cancer Center
Language Assistance
Language Assistance provides the following interpretation and translation
services at no cost to our patients:
Interpreters are available on site for the following languages: Arabic,
French, German, Italian, Mandarin, Portuguese, Spanish, Turkish,
Vietnamese
24 hour notice is required to acquire interpreters for additional languages.
Telephone interpreter service is available 24 hours a day.
Interpreters are also available to assist our hearing impaired patients.
For more information or to request interpretation services, please call the
Language Assistance department at (713)-792-7930.
18Source: Language Assistance at: http://inside.mdanderson.org/departments/language-assistance/index.html
©2012 The University of Texas MD Anderson Cancer Center
Additional Patient Resources
Anderson Network: Is a unique global cancer support group of more
than 1,800 current and former patients.
http://www.mdanderson.org/patient-and-cancer-information/guide-to-md-anderson/patient-and-family-support/anderson-network/index.html
Chaplaincy: To guide our patients on their spiritual journey.
http://www.mdanderson.org/education-and-research/departments-programs-and-labs/departments-and-divisions/chaplaincy/index.html
International Center: Welcomes our international patients and
assists them with their transition into MD Anderson.
http://inside.mdanderson.org/departments/ic/index.html
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©2012 The University of Texas MD Anderson Cancer Center
Additional Patient Resources – continued.
Patient Advocacy: Provides patients and families with a central
department in which to register complaints or concerns.
http://www.mdanderson.org/patient-and-cancer-information/guide-to-md-anderson/patient-and-family-support/patient-advocacy.html
Social Work: To help patients and their families cope with the diagnosis
of cancer and to eliminate through outstanding integrated programs in
patient care, research, education and prevention.
http://inside.mdanderson.org/departments/social-work/index.html
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©2012 The University of Texas MD Anderson Cancer Center
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Communication
Employees
©2012 The University of Texas MD Anderson Cancer Center
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What do you really mean?
Source: “If Delivery People Ran the World”. Sprint.com/nextel. ©2009. http://www.youtube.com/watch?v=vbt7SLHY72U
©2012 The University of Texas MD Anderson Cancer Center
Are you Talking the Talk?
T – Convey mutual respect by reducing power barriers, pausing to give everyone time to speak, and be aware of non-verbal communication.
A – Acknowledge the individual(s) and their contributions, ask questions, and be accountable.
L – Identify the problem and create an atmosphere of equality and trust through listening.
K – Keep to the point and keep the conversation at an understandable level.
I – Maintain a non-emotional interaction and refrain from interrupting.
N – Clarify the need of the communication or negotiation.
G – Examine possible solutions, identify the goal(s) of the resolution, follow up, move on, and motivate. 23
©2012 The University of Texas MD Anderson Cancer Center
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What’s yourCommunication Style?
1. Read each question in each category.
2. If the question applies to you then answer “YES” by shading the indicator. You may shade more than one “YES” per row.
3. If the question DOES NOT apply to you then proceed to the next question.
4. Each shaded box is worth “ONE” point. Add the score for each style column.
5. Write the total score for each style.
6. Circle the highest score which indicates your most dominate communication style preference.
7. Compare your results.
©2012 The University of Texas MD Anderson Cancer Center
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Communicator Styles
©2012 The University of Texas MD Anderson Cancer Center
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Self Check: Are you practicing the 5 Main Building Blocks of Trust?
1. CommunicationAre you clear and concise in your communications or are you sending vague hidden messages?
2. PatienceDo you pause within a conversation to give the other person time to process the message, organize their thoughts, and to respond back to you?
3. RespectDo you demonstrate respect through your words, body language, and actions when interacting with another individual?
4. Cultural ConsiderationDo you express openness and consideration towards another individual’s perspective?
5. Honesty/AcknowledgementDo you acknowledge other individual’s contributions and ideas?
TRUST
©2012 The University of Texas MD Anderson Cancer Center
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Reminder
You will receive an email containing a link to complete an online
evaluation. Your input and suggestions are very important to our team
because we value your feedback to improve our educational programs.
Let us know if there is a diversity topic or topics that you would like to
learn more about.
How do I printmy certificate?
1. Log into the Education Center at:
http://inside.mdanderson.org/education/edcenter.
2. Click the MANAGE MY LEARNING Tab.
3. Select MY TRANSCRIPT from the Left Navigational Menu.
4. Confirm the START and END date range.
5. Locate the applicable course TITLE.
6. Click the PRINT CERTIFICATE OF COMPLETION link.
7. Print the certificate.
8. Log out.
©2012 The University of Texas MD Anderson Cancer Center
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©2012 The University of Texas MD Anderson Cancer Center
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Questions