Communication 150 Quiz #4

"You" language example

"You don't care about my feelings"

If one approach doesn't work with a patient or coworker,

"code switch" to the other gender and see how this approach works

"I" language example

"i felt hurt when you supported our co-worker Sarah for the promotion when I've worked here longer. I'm beginning to think that my work here may not be valued"

Workplace email requires the use of formal language

1) avoid the use of casual language you may use outside of the workplace [I would like to... instead of "I wanna" 2) Avoid chat acronyms [LOL or TTYL] 3) use all capital letters where appropriate [at the beginning of a sentence and referring to yourself "I" instead of "i" 4) all messages should be checked for spelling and grammar

Best email practices continued more

1) be mindful of your addressee list; many people have accidentally clicked reply all 2) treat every message as public, permanent document 3) do not click send if you are in an emotional state [write a draft and save it until the adrenaline subsides. often best to wait at least a day]

Components of an "I" language statement

1) describe the other person's behavior using very specific and objective language 2) share your thoughts and feelings that occur when you experience the behavior 3) share the consequences the other person's behavior has for you 4) take responsibility for your thoughts and feelings [remember, no one makes you feel something, you choose to feel that emotion]

Best email practices continued

1) do not use all capital letters to emphasize a point as this is the equivalent of shouting 2) profanity, gossip and crude remarks should not be present in email 3) avoid sarcasm 4) rethink using email on topics that are better covered in other forms of communication [phone, face to face]

Email professionalism

1) every message we send relates to a specific topic [content], but also states something about our relationship with the other person 2) once you click "send," there is no opportunity to reverse the message

Effective email clarity

1) keep the email short 2) make the goal of the email clear in the first paragraph 3) use formatting to make your points clear

How to communicate across cultures

1) recognize your own bias and be mindful of the nonverbal communication rules you value 2) be willing to try new communication behaviors and strive for nonverbal congruency with others 3) be willing to teach others the nonverbal communication rules of a culture

A person can be a

1) rule follower 2) rule violator 3) rule ignorant

Best practices for professional email

1) salutations "Dear Ms. Stone" are optional but helpful in building rapport. Email to a broad audience can include more general salutations "Good morning" 2) honor the chain of command 3) use "cc" when appropriate to show how you are addressing an issue but not as a threat 4) be considerate about the volume of email everyone receives [send email only a need to know basis]

Masculine communicators

1) strive for competition & engage in one-up and one-down behavior 2) engage in direct messages [low context] 3) tend to give advice 4) may use more joke telling & humor 5) more often willing to engage in public speaking than private speaking 6) less willing to share their troubles with other masculine communicators

Feminine communicators

1) strive for connection and sameness 2) often use indirect messages [high context] 3) engage in matching stories when listening to others & feel heard when a matching story is offered to their narrative 4) less like to give advice & generally will politely not take advice unless they are convinced the other person truly understands them 5) likely to engage more in private speaking rather than public speaking

More on email clarity

1) your subject line should be brief and descriptive 2) make sure your font or formatting is easy for others to read 3) consider using a signature block with all relevant contact information

Listen for clues of

a person's language preference [direct/indirect- matching or one-upping] do not automatically assume a person is one type of communicator

According to Susan Shimanoff,

a rule is a "followable prescription that indicates which behavior is preferred, obligated or prohibited in a given situation

Remember that competent communicators have

a wide range of skills and choose the most appropriate behavior

if others do not model your nonverbal behavior over time or respond to indirect approaches,

and you feel the need, assertive messages can be used: "when you stand this close to me [behavior], I am uncomfortable [feeling] and I have a hard time concentrating [consequence]. I'd appreciate it if you give me a little more space [intention]

takeaway: Proxemics:

avoid an ethnocentric response to having your perceived space invaded the patient or team member may actually be striving to show respect or affinity

Hostility and discomfort

can result when interacting with others based on differences in proxemics rules

You can choose whether or not to

follow the rules however, violating these standards will have consequences that are sometimes difficult to see, but are still very real [loss of an opportunity to interview, passed over a special project, not invited to lunch]

What view of health is most consistent with the perspective taken by the World Health Organization?

health as harmony

In her theory of health as expanded consciousness, Margaret Newman suggests to health professionals that they should concentrate on

identifying the underlying patterns in their lives that have led to current circumstances

Acknowledge your bias for communicating

in a masculine or feminine manner and recognize that both forms can be effective

Which of the following is an effective strategy for dealing with the fluidity of gender in health care settings

include an option for patients to indicate sexual identity on patient health forms

Using "I" language you do not need to

include thoughts, feelings & consequences in every statement adapt your message to what you perceive will have the greatest impact on your recipient

Proxemics: Asian and many southern european and latin american cultures

interact at closer distances

According to the text, why is knowledge about cultural differences insufficient for achieving cultural competence?

it is impossible to know which cultural or social factors are the most relevant to a particular individual

Takeaway: when touching others,

it is often best to either ask for permission or explain the need for the act in an examination

these styles of communication are

learned through socialization

Your first patient of the day is a man with an intellectual disability that causes his speech to be slow and somewhat unclear. What should you do?

listen attentively then paraphrase to make sure you heard correctly

Vocal and facial expression Though Euro-Americans can be

louder and more expressive than some cultures [ex: Asian], they can also have much less expression than other cultures [ex: African American or southern european]

Women can also be

masculine communicators

Though a significant number of men would be classified as

masculine communicators, a number of men could be deemed feminine communicators

On a trip to rural Mexico, you observe an interaction involving a curandero. You are struck by the similarities between the care provided by the curanderos in Mexico and shamans in Native-American communities. Both emphasize

moral support, peace, and a sense of belonging

African Americans often have

more eye contact when speaking than listening [though they listen equally well to others]

"I" language demonstrates

more respect and creates less defensiveness than "you" language

We often react

negatively to others when they break our nonverbal rules and treat them as though they rule violators when really they may be rule ignorant

"I" language often people

offer criticism without clarifying the specific issues or behaviors that are troubling

The clinical environment

often involves the being in intimate space [0-18 inches]

Native American, Latin American & Asian cultures

often view a lack of eye contact as a sign of respect

"She suffers from a genetic heart defect." This statement reflects the ____ perspective

organic

Euro-Americans tend to touch

others less frequently than many other cultures and it may feel odd when a patient or subordinate initiates touch

Strive to craft a message [email]

that maintains the relationship with the other party a good working relationship is almost always more important than the issue covered in email

"I" language requires

that the speaker owns their feelings and perception

Rule ignorant

they don't know the rules and break them

Rule violator

they know the rules and choose not to follow them

Rule follower

they know the rules and choose to follow them

Professionalism in email requires us

to use our understanding of communication principles

True or false An "I" language statement involves describing the other person's behavior in the most objective terms possible

true

True or false Employers often function under misconceptions of the cost of employing employees with disabilities

true

True or false Feminine communicators often use indirect or "high context" language

true

True or false It is best to avoid the use of all capital letters to emphasize a point in Email

true

True or false It is recommended that emails be kept to 2-3 paragraphs or one screen-full of text

true

True or false Masculine communicators are less likely share their troubles with other masculine communicators

true

True or false Most LGBTQ individuals would like health professionals to know about their sexual identity

true

True or false One advantage of employing persons with disabilities is increased workplace innovation

true

True or false The hippocratic oath is larely supportive of a paternalistic approach to medicine

true

True or false Though they listen equally well to white Americans, African American culture often displays less eye contact when listening to someone

true

true or false "I" language requires that the speaker owns their own feelings and perception

true

Members of many Asian cultures believe life is defined by cyclical forces between two polar energies called

yin and yang

Takeaway: vocal and facial expression

you can adapt to your patient or team member's style, or if a person's level of expression becomes difficult for you, an assertive message explaining your need for a less aggressive style may be warranted

Takeaway: if you react strongly to someone based on their behavior,

you might first try to assess their cultural norms

Effective email: keep the email short

2-3 paragraphs or one screenful of text consider sending more than one email if you need to address multiple subjects

As of July 2018, only

29% of Americans of working age between 16-64 with disabilities participated with workforce, compared with 75% of Americans without disability

Proxemics is defined by

Edward Hall as "the study of the way people and animals of space"

Gender vs sex

Gender is social where sex is biological

According to Hall, Euro-Americans generally

Personal distance - ranges from 18 inches to 4 feet

Cultural norms vary widely for

Proxemics

People in Asian cultures have traditionally defined health in terms of energy balance and flow. ___ is their term for the central energy that defines all life

Qi

Most business is conducted in

Social distance [4-12 feet]

Which of the following tips is recommended when communicating with people who have disabilities?

talk directly to the person, even if an interpreter or companion is present

True or false When trying to communicate effectively with members of marginalized populations, you should encourage leadership among people who are not familiar with that culture, so they will not be affected by stereotypes

false

"I" language is used to

build clarity and rapport

Any "i" language statement

that has the phrase "makes me feel" in it is not owning the speaker's thoughts and feelings

Some cultures have strong rules about

cross-sex touching which may make it difficult to provide care this may need to be negotiated with the patient

Gender is

different from sex

Euro-Americans often view

direct eye contact as a sign of respect

True or false Ethnocentrism is the attitude that one's own culture is somehow lacking and others are better

false

True or false Masculine communicators often strive for sameness and share matching stories

false

True or false One problem with increasing health literacy rates in the united states is that it would cost our health system more if people were highly health ltierate since they would probably seek more care

false

True or false Polychronic cultures are very focused on meeting specific time deadlines and are rarely late to appointments

false

True or false Susto refers to the belief in many Hispanic cultures that good health is sustained mostly through eating healthy foods

false

According to Rules theory, a person who breaks a communication rule, but was unaware that the rule existed is described as demonstrating which behavior

rule ignorant

Takeaway: time

rules regarding time in a healthcare environment may need to be explained expect greater expectation for punctuality in higher income areas

Time: polychronic cultures

see time as a more flexible commodity & emphasis that multiple tasks can be handled at once [ex: business & pleasure]

Workplace communication is governed by a

series of unspoken rules which require polite, respectful behavior

Effective email: use formatting to make your points clear

single-space your message and double space between paragraphs use bullet points and numbered lists

Nonverbal communication is governed by

social rules

all of the following statements related to intersectionality theory are true EXCEPT

some variables that play a role in determining social position are, by nature, more influential than others

Time: monochronic cultures

stress punctuality, schedules and completing one task at a time these cultures include [North americans, germans, swiss]

Proxemics: Arab cultures

stress to be breath-to-breath and many other cultures have much closer distances

Takeaway: when communicating with a patient or team member,

strive to read other verbal and nonverbal cues when making an assessment on the person's level of engagement or intended demonstration of respect

Effective email

strives for clarity and professionalism

Persons with disabilities present business and industry with

unique opportunities in labor-force diversity and corporate culture, and they're a large consumer market eager to know which businesses authentically support their goals and dreams. Leading companies are accelerating disability inclusion as the next frontier of corporate social responsibility and mission-driven investing

Final thoughts on best practices

use "I" language [i'm confused about some of the material in the orientation packet" rather than "you" language ["your orientation packet is really confusing]

One problem in health communication is that caregivers typically give less information to patients of low socioeconomic status (SES) than to more affluent patients. This is partly because patients of low SES

usually ask fewer questions than other patients do

Time can also

vary widely based on social class in the US working class or those in poverty often view time more flexibly than middle class, upper middle or upper income

When we communicate cross-culturally,

we often don't know the nonverbal communication rules & end up learning about them only when we break them