Unit 2: Interpersonal Dynamics & Communications

1. Unit 2: Interpersonal Dynamics & Communications Principles of Health Science Ms. Thieman 2012-2013

2. Learning Objectives • Define at least 10 words relating to the health care worker’s characteristics and abilities • Describe the relationship among values, attitudes, and behavior. • Describe the hierarchy of needs established by Abraham Maslow. • Identify at least five methods of maintaining good personal health and professional appearance. • Use problem-solving system to make a decision that involves identification of alternatives, risks, and evaluation of the outcome. • Identify the elements of effective communication and at lest three factors that might interfere with it. • Describe at least one example of assertive communication that requests a change in behavior.

3. Key Terms • Attitude • Behavior • Biotechnology Research & Development • Character • Communication • Critical Thinking • Culture • Diagnostic Services • Diversity • Habit • Health Informatics • Hierarchy • HIPAA • Homeostasis • Nonverbal • Personality • Support Services • Therapeutic Services • Value • Verbal • Virtue

4. Interpersonal Dynamics (relating to the interactions between people) • The health care worker must: • Be able to recognize and accept the values, attitudes, and beliefs unique to each person. • Be aware of the differences in culture and religion and how they affect the patient’s view of health. • Understand factors influencing cultural diversity (age, gender, education, religion, ethnicity, & national origin). • Follow guidelines that are sensitive to diverse beliefs. • Communicate effectively, provide leadership, and use technological equipment. • Maintain ethical code & be aware of legal considerations. • Be flexible to adapt to the changing industry of health care.

6. Self-Awareness • Understanding and accepting the self leads to development of high self-esteem. • Behaviors are the actions that reflect our attitudes or feelings that result from our basic values or worth that we place on something. • Personality: the sum of the traits, characteristics, and behaviors that make each individual unique. • Behavior: the action of an individual seen by others. • Habits: acts performed voluntarily without conscious thought • Attitudes: mental views or feelings formed by an individual or group; formed from personal values. • Values: make up the system each individual uses to measure or evaluate the worth of ideas, people, and things in the world. • Character: sum of the behavior, attitudes, and values that a person exhibits.

7. Hierarchy of Needs • Psychologist Abraham Maslow designed a hierarchy of needs, which stated that more basic needs such as food and shelter must be met before higher-level ones such as self-esteem and the ability to help others can be met. • Helps us to understand behavior & motivation. • A person strives to meet the most basic needs first. • If needs at the lower level are not met, the higher needs cannot be reached. • Maslow’s Hierarchy of Needs has 5 levels: • Physiological • Security and safety • Love • Self-Esteem • Self-Actualization

8. Personal Health • The World Health Organization (WHO) defines health as a state of physical, mental & social well-being. • The foundation of good personal health is cleanliness: • Oralhygiene- brushing & mouthwash. • Haircare- shampoo, style away from face and off the collar. • Skincare- cleanse, exfoliate, deodorant/antiperspirant, no perfume • Nail care- clean, close trim, clear/no polish. • Clothing- appropriate, clean & well fitting, minimal jewelry, name pin. • Footcare- clean, sturdy shoes low-heeled with closed toes.

9. Other Important Factors Regarding Personal Health • Nutrition • Exercise • Sleep • Posture • Eye care • Good personal habits *First impressions are often based on personal appearance; therefore, the appearance of the health care worker is essential because it represents the employer & the worker.

10. Stress & Time Management • Health care is one of the most stressful occupations. • Homeostasis: the self-regulating processes of the body, including “fight or flight” reaction to stress. Our need to maintain a consistent internal environment in our body. • Stress: a result of attitudes that are formed from events that occur. • Methods to manage stress: • Proper nutrition • Exercise • Relaxation techniques • Personal behavior changes • Time management!!! *Maximizes effectiveness & productivity.

11. Problem Solving • One problem-solving model involves recognizing and describing the problem, brainstorming fro solutions, and choosing and implementing a solution, followed by evaluation of the results.

12. Critical Thinking

13. Setting Goals • Setting both short-term and long-term goals increases the probability of accomplishing them. • Goals allow a person to establish step-by-step actions towards accomplishing something. • Keeping focused on goals helps one complete the action steps necessary to reach it. • Goals should be clearly defined, measurable, and tangible. • State as a positive statement, not a negative criticism. • Defined specific and precise, with dates and timelines. • Set priorities for goals. • Keep in written form. • Make them realistic, and revise as needed.

14. Leadership • By using teamwork, individuals can reach a goal together through cooperation & division of tasks. • Health care often consists of team-based approaches, & the health care worker plays an important role in the organization by: • Communicating clearly • Competence • The ability to work well with others • Responsibilities of leaders include: • Making decisions & giving directions • Communicating changes & serving as the role model • Being open to listening to other members opinions • Teaching skills, participating as members, or evaluating

15. The Health Care Team • Characteristics of good team members include: • Works for consensus on decision • Trusts co-workers • Supports co-workers • Displays genuine concern for others • Takes responsibility for self and own actions • Is a good listener and role model • Respects and speaks positively about others • Is tolerant of differences • Solves problems without blaming • Understands and supports team objectives • Encourages feedback on behavior and performance • Does not participate in gossip • Encourages other members

16. Teamwork http://www.youtube.com/watch?feature=player_detailpage&v=1qzzYrCTKuk PENGUINS

17. National Health Care Standards Pathways • Diagnosticservices- provide a picture of the patient’s health status and includes technicians in radiology, medical, dental laboratory, and cardiography. • Therapeuticservices- provide treatment over time and include such providers as physicians, dentists, veterinarians, nurses, pharmacologists, and emergency personnel. • Healthinformatics- process data and provide documents, including administration, secretaries, and medical records personnel. • Supportservices- provide a supportive environment for the patient and include nutrition services, central supply, and facility management personnel. • Biotechnology research and development services- provide research in bioscience to develop new treatments, medications, and tests; professionals include biochemists, bioinfomatic scientists, cell biologists, and pharmaceutical scientists.

18. Communication • Sharing an idea or information, resulting in understanding (reading, writing, hearing, touching, seeing). • Verbal • Nonverbal • The goal of the health care worker’s communication to other members of the team is to convey information concisely and accurately. • Communication components: • 7% is conveyed by words • 38% by the tone of voice • 55% by nonverbal behavior • Elements of effective communication: • Sender • Message • Receiver

19. Nonverbal communication • Messages may be conveyed by: • Eye and facial movement (oculesics) • Personal appearance • Gestures (kinesics) • Spacing (proxemics) • Timing and pace of speech (chronemics) • Use of touch (haptics) • Reaction to smells (olfactics) • Pitch, inflection, tone and volume of voice ***For there to be effective communication, nonverbal and verbal messages to the patient should convey the same meaning.

20. Barriers to Effective Communication • Advising • Closed-mindedness • Commanding • Distracting • Judging • Lecturing • Moralizing • Name calling • Offering solutions • Off-on listening (tuning out) • Ordering • Preaching • Prejudging • Red-flag listening (reacting to certain words) • Speaker-centeredness instead of subject-centeredness • Stereotyping • Teaching • Threatening • Warning

21. Any Questions??? http://www.bing.com/videos/search?q=the+evolution+of+dance&view=detail&mid=46626D22B3A1D6B5A9E946626D22B3A1D6B5A9E9&first=0&FORM=LKVR