College of Natural Sciences Faculty Content Outline

HCA/230 Version 4 Communication Skills for the Health Care Professional

Faculty Content Outline HCA/230 Version 4

Program Council The Academic Program Councils for each college oversee the design and development of all University of Phoenix curricula. Council members include full-time and practitioner faculty members who have extensive experience in this discipline. Teams of full-time and practitioner faculty content experts are assembled under the direction of these Councils to create specific courses within the academic program.

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Faculty Content Outline HCA/230 Version 4

Faculty Materials
BOOKS, SOFTWARE, OR OTHER COURSE MATERIALS Cheesebro, T., OConnor, L., & Rios, F. (2010). Communicating in the workplace. Upper Saddle River, NJ: Prentice Hall. All electronic materials are available on the student website. ASSOCIATE LEVEL MATERIALS Associate Level Writing Style Handbook, available online at https://ecampus.phoenix.edu/secure/aapd/CWE/pdfs/Associate_level_writing_style_handbook.pdf

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Course Overview
COURSE DESCRIPTION This course offers the student the foundational knowledge and skills to communicate effectively in a variety of health care workplace settings. The student will discuss social and cultural influences on communication efforts, examine channels of communication including internal, external, and technology-related communication, and the impact of consumer and interdisciplinary communication. TOPICS AND OBJECTIVES Week One: Introduction to Communication Describe the major components of communication. Explain the role perception plays in communication.

Week Two: Cross-Cultural Communication Identify the principles of cross-cultural communication. Explain cross-cultural communication differences and barriers.

Week Three: Modes of Communication Describe verbal and nonverbal communication skills. Explain how technology influences communication.

Week Four: Listening Skills Explain the importance and application of active listening. Describe elements of supportive and defensive communication climates.

Week Five: Interpersonal Relationships Identify the importance of interpersonal relationships. Analyze elements of interpersonal communication.

Week Six: Conflict Management Describe different types of conflict. Explain the five styles of conflict management. Explain methods of promoting collaborative communication.

Week Seven: Effective Teamwork Identify the benefits and characteristics of effective teams. Describe problem-solving steps used by teams.

Week Eight: Application Apply communication principles to health care.

Week Nine: Presentation

Faculty Content Outline HCA/230 Version 4 Create a presentation using communication principles.

Faculty Content Outline HCA/230 Version 4

Week One Faculty Notes

Introduction to Communication Describe the major components of communication. Explain the role perception plays in communication.

CONTENT 1. Introduction to communication a. Describe the major components of communication. 1) Skills needed for the workplace a) Written communication b) Critical thinking and problem solving c) Oral communication d) Teamwork and collaboration e) Professionalism and work ethic 2) Necessary communication skills for nursing and health care workers a) Listening b) Relationship building c) Instructing d) Motivating e) Exchanging routine information f) Providing feedback 3) The major components of communicationThe process model describes the following elements of communication: a) Sender and receiver (You are the transceiver.) b) Encoding (changing thoughts and feelings into symbols) c) Decoding (assigning meaning to the symbols) d) Message (the idea, thought, opinion, or feeling being communicated) e) Channel (the medium through which the message travels) f) Feedback (the receivers response to the senders message) 4) Communication principles for health care: Communication occurs within a context. a) Chronological context: the time in which communication occurs b) Physical context: the setting of your communication c) Functional context: the purpose of your communication d) Relational context: based on the relationship between the sender and the receiver e) Cultural context: reflects diversity factors that influence interpersonal relationships (1) Race (2) Ethnicity (3) Gender (4) Age (5) Sexual orientation

Faculty Content Outline HCA/230 Version 4 (6) Disabilities (7) Cultural context can also include corporate culture, or how employees view their place of employment. Communication is unavoidable, and it involves the spoken word and unspoken cues. Intrapersonal communication is that internal monologue that involves judgments, comments, worries, dreams, and analysis. Communication occurs at different levels. a) Small talk: You establish contact and build a rapport. b) Information talk: Coworkers use this to get their job done. c) Opinion talk: You share your thoughts with others. You must be careful when employing this in the workplace. d) Feelings talk: You expose your innermost thoughts and are more vulnerable to hurt, criticism, and ridicule, but taking this risk often has benefits. Communication requires ethical choices. Confidentiality, beneficence, dignity, informed consent, autonomy, and respect are just a few that are relevant to the health care setting. Communication has limitations. a) Personal issues such as stress, psychological issues, substance abuse, and financial issues are a few factors that can affect your ability to communicate effectively. b) Workplace relationships can also affect communication. Health care can be a stressful work environment. Communication barriers: noise a) Internal noise: can occur inside the receiver and the sender (1) Beliefs (2) Assumptions (3) Values (4) Defensiveness b) External noise: distractions outside the sender and receiver c) Semantic noise: occurs when a receiver of a message does not understand a senders gesture or word or interprets it differently d) Diverse cultures e) Medical jargon Gaps occur because people are different. a) Gender b) Agegeneration gap c) Ethnicity d) Race e) Status f) Sexual orientation Communication and technology: The changes and advancements in technology have a large effect on communication. a) Use of laptops and broadband communication b) Videoconferencing and video consults c) Electronic medical records d) Teleconferencing

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b. Explain the role perception plays in communication. 1) How is this related to health care communication? 2) You communicate your perceptions by the language you use. 3) You interpret others words and body language through perceptual filters. 4) Definition of perception: the way in which an individual gives meaning to reality a) Objective reality: the actual message, object, or event b) Subjective reality: the result after applying filters 5) Perception as a model: This is how we translate objective reality into subjective reality. a) Prior knowledge b) Prior experiences c) Psychological state (1) Identity (2) Personality traits (3) Values and worldview (4) Self-concept (5) Emotional state (6) Physical condition 6) Perception processes and concepts (how you shape your perceptions) a) Selective attention: focusing on certain messages, certain stimuli, things that interest you, and denial b) Self-fulfilling prophecy: You see what you want or expect to see. Stereotype threat: Negative cultural stereotypes about a group can create for its members belief in the stereotype. c) Halo effect: assumptions based on limited information d) Attribution error: attributing causes of events to personalities or external situations e) Projection: seeing your own faults or strengths in others; calling others attention to these traits 7) How do you minimize communication breakdown resulting from perceptual differences? a) Recognize the difference between objective reality and subjective reality. b) Differences in perception are rooted in individual differences. c) How you look at differences matters. d) Communication is central in the perception process. 8) Sharpening your perceptions a) Distinguishing fact from opinion b) Checking perception: impression checks c) Learning conversations: learning about others perceptions 9) Perceptions and technologycritical media literacy: critically evaluating the messages you receive

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Week Two Faculty Notes

Cross-Cultural Communication Identify the principles of cross-cultural communication. Explain cross-cultural communication differences and barriers.

CONTENT 1. Cross-cultural communication a. Identify the principles of cross-cultural communication. 1) Diversity a) Race b) Language c) Gender d) Ethnicity e) Religion 2) Global interdependence a) U.S.-born ethnic minority numbers are increasing. b) Language minority numbers are increasing. c) The biracial population is increasing. 3) Intercultural communication: What are the different perspectives? a) Person sending the message b) Person receiving the message c) Nonverbal message and cue 4) Cross-cultural communication principles a) The greater the linguistic cultural difference, the greater the likelihood of communication breakdown is. b) When communication breaks down with cross-cultural encounters, it is usually attributed to cultural differences. c) When communicating cross-culturally, most people are more conscious about their own communication. d) Cultures vary with respect to the number and kind of dos and taboos required of its members. e) Learning about the norms and variations in a particular cultural groups communication styles helps increase your understanding of that group. f) If you see others as friendly, cooperative, and trustworthy, barriers will be more easily overcome. b. Explain cross-cultural communication differences and barriers. 1) Cross-cultural communication differences (value differences) a) Task-oriented versus relationship-oriented b) Individualism versus collectivism c) High- versus low-power difference in relationships d) Masculinity versus femininity e) High versus low uncertainty avoidance 2) Cross-cultural communication barriers

Faculty Content Outline HCA/230 Version 4 a) Certain topics create tension for people who have been historically oppressed. b) Hot buttons: words that evoke an emotional response in another person c) Stereotyping: when you apply what you have learned about a group and apply that learning to all members of that group without considering any variations within that group d) Language, vernacular, or accent bias 3) Cross-cultural communication tools a) Overcome personal biases: racism, stereotypes, discrimination, sexism, homophobia, ethnocentrism, scapegoating, and institutional racism. b) Relate culture to communication. c) Empathize with those for whom English is not their first language. d) Recognize your own privileges. e) Develop cross-cultural competence: Often, health care institutions have diversity training for their staff. 5) Diversity and technology: the global village a) Internet, telemedicine, electronic medical record, and video consults b) Personal digital assistants, MP3, text messaging, and social networking DISCUSSION QUESTIONS 1. Which step in the communication process do you think is most important? Why? 2. Which step in the communication process is the most uncomfortable for you? Why? How might you work to change this? 3. Technology such as personal digital assistants, MP3 players, the Internet, and text messaging are changing health care communication. Do you think these resources are used to communicate effectively? Why or why not?

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Week Three Faculty Notes

Modes of Communication Describe verbal and nonverbal communication skills. Explain how technology influences communication.

CONTENT 1. Modes of communication a. Describe verbal and nonverbal communication skills. 1) Verbal communication principles a) All languages have value. b) Everyone speaks a dialect. c) Words do not mean the same thing to all people. d) Recognize variations of how spoken language is used across cultures. e) Follow suggestions for effective verbal communication as one way to move closer to a shared understanding. 2) Guidelines for effective verbal communication a) Be willing to share. b) Use specific language. 3) Nonverbal communication is all types of communication that do not involve the exchange of words. It can also influence the believability of your words. 4) Principles of nonverbal communication a) Nonverbal communication makes up the bulk of the messages you send. b) People often do little to learn and understand nonverbal communication. c) Nonverbal messages are sent in advance of verbal messages. d) Most nonverbal messages are about peoples identities, emotions, and relationships. e) Nonverbal messages communicate much about relationships. f) Trust is increased when nonverbal and verbal communication complement each other. 5) Nonverbal communication is culture-bound. a) Types of nonverbal communication (1) Chronemics (use of time) (2) Proxemics (use of space) (3) Oculesics (eye contact) (4) Kinesics (gestures and facial expressions) (5) Haptics (touch) (6) Vocalics (vocal variations) (7) Personal style b) Guidelines for effective nonverbal communication (1) Verify all nonverbal messages. (2) Consider the messages you are communicating nonverbally.

Faculty Content Outline HCA/230 Version 4 (3) Recognize the effect that power and status have on your nonverbal communication. (4) Observe nonverbal communication in clusters. (5) Use caution when making generalizations about the meaning of nonverbal cues. b. Explain how technology influences communication. 1) Communication and technology: The changes and advancements in technology have a huge effect on communication. 2) Use of laptops and broadband communication a) Online health resources b) Online support groups and social media 3) Videoconferencing and video consults 4) Electronic medical records 5) Teleconferencing 6) Health Information Portability and Accountability Act of 1996 a) Pros: confidentiality and portability of insurance b) Cons: expense, application, and accessibility for physicians

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Week Four Faculty Notes

Listening Skills Explain the importance and application of active listening. Describe elements of supportive and defensive communication climates.

CONTENT 1. Listening skills a. Explain the importance and application of active listening. 1) Listening skills a) Recognizing the principle of listening (1) Listening is learned. It is different from hearing, which is automatic. (2) Listening is active. (a) Cultivate an interest in the speaker and the message. (b) Focus your attention on the speaker and the message. (3) Listening occurs faster than speech. (4) Listening requires emotional control. b) Listening at work (1) Be attentive: Be physically and mentally present. (2) Be opportunistic: View listening as a chance to solve problems. (3) Strengthen interpersonal ties, encourage creativity, and facilitate networking. (4) Give and receive feedback. 2) Responding skills: reflect your reaction to the situation and your intentions; may encourage open communication and problem solving or inhibit further sharing and understanding a) Evaluating as judging or as solving or advising b) Interpreting: explains reason for feelings or behaviors, finds causes not in the problem, and explores motives c) Supporting: reassures and pacifies, reduces the intensity of feelings, and can be false or genuine d) Questioning: gains more information, clarifies meaning, and selects open or closed e) Paraphrasing: summarizes content and feeling; uses the listeners words b. Describe elements of supportive and defensive communication climates. 1) Supportive climate a) Description: messages that explain your feelings, reactions, and needs to others b) Problem orientation: the point of view you share with another c) Spontaneity: a genuine, natural way of communicating with honesty and openness d) Empathy: communicates respect, understanding, and acceptance to another; puts yourself in anothers place e) Equality: shares a sense of value and mutual respect, regardless of status, power, or position

Faculty Content Outline HCA/230 Version 4 Provisionalism: refers to an open-minded view of new ideas, trying new behaviors, and seeking new solutions 2) Defensive climate a) Evaluation: judges, criticizes, or blames another b) Control: expects the other person to change his or her behavior c) Strategy: involves manipulation, tricks, or a planned script, rather than freeflowing, open communication d) Neutrality: expresses a lack of concern with a detached, impersonal tone e) Superiority: involves looking down on others and creating feelings of inadequacy, fault, or failure f) Certainty: a closed-minded, know-it-all view of the world, with no need for change DISCUSSION QUESTIONS 1. What is the importance of promoting collaborative communication in the health care environment? Include your thoughts on the importance of supportive and defensive communication. 2. What are the six elements of a supportive climate? Provide a real-life example of each element. 3. Think about someone in your workplace or personal life who you think is an effective communicator. What is it about this persons communication style that convinces you that he or she is effective? What characteristics does this person possess that makes him or her effective? f)

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Week Five Faculty Notes

Interpersonal Relationships Identify the importance of interpersonal relationships. Analyze elements of interpersonal communication.

CONTENT 1. Interpersonal relationships a. Identify the importance of interpersonal relationships. 1) Relationships with family, coworkers, and friends 2) Receiving and sharing information better 3) Defining and understanding goals 4) Avoiding the negative effects of conflict and confusion b. Analyze elements of interpersonal communication. 1) Supportive and defensive communication, discussed in Week Four 2) Assertive style: key to developing a supportive style a) Assertiveness: stating what you think, feel, want, or need in a way that is direct, honest, and respectful of others b) Aggressiveness: stating what you think, feel, want, or need in a way that is direct and honest but disrespectful of others c) Non-assertiveness: respecting others while you state your thoughts, feelings, wants, or needs indirectly or not at all 3) Assertion message a) Behavior message: a factual description of the behavior causing the problem b) Feeling message: a statement of your feelings in response to a behavior c) Consequence statement: an identification of the tangible consequences you are experiencing as a result of a behavior d) Request statement: a statement of request as a possible solution to a problem 4) Self-assessments to analyze interpersonal communication and relationships a) http://corporate.psychtests.com/ b) http://www.relationship-institute.com/

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Week Six Faculty Notes

Conflict Management Describe different types of conflict. Explain the five styles of conflict management. Explain methods of promoting collaborative communication.

CONTENT 1. Conflict management a. Describe different types of conflict. 1) Pseudo conflicts: perceived conflicts based on faulty assumptions and dilemmas 2) Fact conflicts: occur when individuals disagree about information that could be easily verified 3) Ego conflicts: occur when a dispute centers on power or status 4) Value conflicts: focus on personal beliefs 5) Need conflicts: occur when the needs of one individual are at odds with the needs of another b. Explain the five styles of conflict management. 1) Avoiders: avoid conflict for a variety of reasons 2) Accommodators: allow others to determine the outcome of a conflict 3) Forcers: expect to get their needs met regardless of the cost 4) Compromisers: think that those involved in the conflict must be prepared to give up something to reach a compromise 5) Collaborators: believe that both parties can and will have their needs met c. Explain methods of promoting collaborative communication. 1) Establishing rapport with one another 2) Building trust to allow everyone to share information openly and honestly 3) Valuing team members 4) Experiencing interdependence with one another DISCUSSION QUESTIONS 1. Communicating in the Workplace describes five types of conflicts. Which type of conflict do you think occurs most often in the health care workplace? Which management conflict style do you think would be most effective handling the conflict? Explain your answers. 2. There are five conflict management styles. What is your style? Do you use that style in every conflict? Why or why not? 3. What are at least two effective techniques in preventing or resolving conflicts when working in groups? Support your choices with references to the course readings and your personal experiences.

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Week Seven Faculty Notes

Effective Teamwork Identify the benefits and characteristics of effective teams. Describe problem-solving steps used by teams.

CONTENT 1. Effective teamwork a. Identify the benefits and characteristics of effective teams. 1) Benefits of effective teams a) Improve morale b) Increase customer satisfaction c) Decisions made more quickly and problems addressed at the source 2) Characteristics of effective teams a) Clearly defined goals b) Capable team members c) Commitment to excellence d) Outside recognition for the work they are accomplishing e) Collaborative climate 3) Team organization steps a) Recruit team members. b) Train members. c) Identify roles. d) Select a meeting format. e) Determine a team assessment method. f) Identify methods of conflict resolution. b. Describe problem-solving steps used by teams. 1) Define the problem. 2) Analyze the problem. 3) Establish criteria for a solution. 4) Consider possible solutions. 5) Select a solution. 6) Implement the solution. 7) Follow up on the solution.

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Week Eight Faculty Notes

Application Apply communication principles to health care.

CONTENT 1. Application a. Apply communication principles to health care. 1) Choose a case study and apply communication principles. Prepare your informative presentation. a) Analyze your audience. This helps make your presentation relevant and applicable. b) Determine the specific purpose of the informative presentation. This helps you develop and guide the presentation and keeps you focused. 2) Formulate the central idea of your presentation. What is the core or foundation of the presentation? a) Expressed as a complete sentence b) Should not be a question c) Should contain a single key idea d) Should be stated in the introduction and the conclusion DISCUSSION QUESTIONS 1. Compare the similarities and differences of the principles of communication you learned in Week One with the major components of health communication you learned in Week Eight. What observations do you have from your comparison? Include a list of the principles of communication and the major components of health communication in your answer. 2. What are three audience characteristics that are important to identify when conducting an audience analysis? Explain why you chose each of these characteristics. How do these characteristics affect your understanding of the audience and structure of the message?

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Week Nine Faculty Notes

Presentation Create a presentation using communication principles.

CONTENT 1. Presentation a. Create a presentation using communication principles. 1) Analyze a case study. a) Develop the main points for an informative presentation. (1) Choose between three and five main points. (2) Include one idea for each main point. (3) Establish a connection with the central idea. (4) Make the main points parallel; word them similarly. (5) Balance information for each main point. b) Organize your main points. (1) Chronological: based on a timing sequence, such as providing directions for a procedure (2) Topical: information divided into logical categories or groups (3) Spatial: based on physical location, such as a report on different hospital departments c) Identify roles of transition in an informative presentation. (1) Create an outline: introduction, body, and summary. (2) Use transitions to help bridge or connect one point to another.