Cultural Competence
True or False: language assistive services should only be provided to patients if they can afford to pay for them
FALSE - they should be provided at no cost to patients
Name one factor that helps form a person's ethics
family/people you grow up around, culture, school, society, faith
What are the 3 different types of communication?
verbal, non-verbal, and written
What should you do if a conflict situation gets out of hand in your place of employment
alert your supervisor/security personnel
Tell me one of the possible barriers to effective communication that we discussed in class
Patients with special needs, non-English speaking patients, patients with Limited English Proficiency (LEP), patients with hearing impairment, personal prejudice
What are ethics?
values or principles governing personal relationships; how you determine what actions are good/bad, right/wrong
What can interfere with the receiver's understanding of the message that is being communicated to them?
Noise - internal or external
Name one way that you can demonstrate professionalism at any job
behavior and appearance, be respectful, positive attitude, be a good representative of your employers and the profession
Tell me one example of language assistive services
interpretation of oral communication, translation of written documents, signage and symbols for wayfinding
What is confidentiality?
Patient information must be kept private unless given consent to share
Give me two examples of non-verbal communication
eye contact, facial expressions, hand gestures, grooming and dress, spatial awareness, tone of voice, posture, physical contact
What are two things that show you have good work ethic?
showing up, arriving on time and ready to work, listening and following instructions, willingness to learn, performing quality work, having a positive attitude, completing work in a timely fashion
Tell me one reason why is it usually not a good idea to have a patient's loved one serve as their interpreter
they also might not fully understand or be able to translate effectively what they are being told (medical terminology), they may have personal bias and may not tell the patient all of their treatment options
What is autonomy?
Patients have the right to make their own well-informed decisions about their health care (or lack thereof) regardless of your opinions/beliefs
What is feedback and why is it important?
Verbal or non-verbal cues from the message receiver that they understood the message.
Important for the message sender to make sure the message was effectively communicated.
Tell me two tips for conflict management we discussed in class
don't create conflict or drama, look for common ground, find a way for everyone to win, negotiate, be empathetic, keep your focus on the good of the patient, avoid speaking outside of your scope of knowledge, remain professional at all time
Tell me 2 ways that medical professionals could improve their intercultural communication
avoid slang or medical jargon, avoid sarcasm/humor, speak clearly and at a steady pace, actively listen, encourage feedback, don't make assumptions, learn about other cultures
What is beneficence?
Acting for the positive benefit of patients and customers
When taking a phone message, what are the 7 pieces of information you need to include?
who the message is for, who the caller is, a return phone number, reason for the call, any actions needed, date and time of call, who took the call
What is one way that you can demonstrate leadership without having a management job title
inspiring others to succeed, motivation, teaching/mentoring