Transcript ACLS CH05
CHAPTER 2 INTERPERSONAL DYNAMICS AND COMMUNICATION Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 1 Interpersonal Dynamics The health care worker must: Be able to recognize and accept values, attitudes, and beliefs that make each person different Be able to communicate effectively Provide leadership when needed Use technological equipment Maintain the ethical code of the profession Be aware of the legal considerations Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 2 Interpersonal Skills Gives the ability to communicate well Allows one to act independently by making decisions Demonstrates sincere compassion for others Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 3 Cultural Diversity Different beliefs about health care may result from cultural diversity. Factors influencing these beliefs include: Age Gender Education Religion Ethnicity National origin Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 4 Box 2-1 Guidelines for Cultural Awareness Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 5 Self-Awareness Personality The sum of the traits, characteristics, and behaviors that make each individual unique Behavior The action of an individual that can be seen by others Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 6 Self-Awareness (Continued) Habits Acts performed voluntarily without conscious thought Attitudes Formed from personal values Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 7 Box 2-2 Characteristics of the Health Care Worker Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 8 Hierarchy of Needs Abraham Maslow Psychologist Stated that a person strives to meet the most basic need first. If the needs at the lower levels are not met, the higher needs cannot be reached. Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 9 Figure 2-2 Hierarchy of Needs (Continued) Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 10 Good Personal Health Personal grooming Bathing, using deodorant, shampooing hair, cleaning teeth, shaving, nail care, change of undergarments, and clean clothing that fits Nutrition Exercise Sleep Posture Eye care Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 11 Stress • Health care is one of the most stressful occupations • Stress can cause illness, such as: Heart attack Ulcers Arthritis Allergies Diabetes Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 12 Time Management The organization of using a schedule to maximize effectiveness and productivity The basic tool is a calendar Set short-term and long-term goals Keep focused on your goal Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 13 Box 2-3 Stress Management Techniques Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 14 Problem Solving ● Method used in helping to make decisions Problem must first be understood, clarified, and defined Brainstorming is used to seek possible solutions Ideas and solutions evaluated Solutions are then implemented Results evaluated Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 15 Other Methods of Problem Solving ● Making flow charts or cause-effect diagrams Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 16 Critical Thinking • Critical thinking gives you the ability to: Think creatively Make decisions Solve problems Visualize situational descriptions Learn new information Reason Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 17 Communication The sharing of an idea or information that results in understanding Reading, writing, hearing, touching, and seeing are various forms of communication If it involves spoken language, it is verbal communication If it involves body language only, it is nonverbal communication Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 18 Health Insurance Portability and Accountability Act (HIPAA) Federal guidelines that require protected health information (PHI) are kept confidential Charts must be kept secure Patient’s modesty must be preserved Information shared with other professionals only with patient’s consent Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 19 Box 2-14 Guidelines for Charting Health Care Records Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 20 Verbal Communication A shared understanding of a message 7% of a message is conveyed by words 38% by the tone of voice 55% by nonverbal behavior Feedback A method to determine if the message was received accurately Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 21 Good Listening Guidelines Ask for clarification Be prepared for the discussion Keep an open and friendly posture Evaluate the discussion for accomplishments and feelings Be patient in allowing other person to form his or her thoughts Find a quiet place to talk Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 22 Box 2-10 Attitudes and Behaviors That Act as Barriers to Effective Communication Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 23 Box 2-11 Guidelines to Avoid Defensive Communication Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 24 Nonverbal Communication ● Body language Eye and facial movement (oculesics) Personal appearance Gestures (kinesics) Spacing (proxemics) Time allowed for and pace of speech (chronemics) Use of touch (haptics) Reaction to smells (olfactics) Pitch, inflection, tone, and volume of the voice Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc. 25