Week 1 Assignment Worksheet (1)

MOA110 Medical Office Procedures Week 1 Assignment – Diversity and Therapeutic Communication Sarah Orr 01/08/2023 Chapter 2 Therapeutic Communication Diversity and Communication 1. Describe cultural diversity and discuss two examples. The general customs, norms, values, and beliefs held by a group of people. 2. Describe social diversity and discuss two examples. The ways a person is different from others (e.g. lifestyle, religion, taste, and preferences) 3. Describe ethnic diversity and discuss two examples. Relates to a common ancestry, culture, religion, traditions, nationality, and languages are shared by a group of people. 4. Describe when a medical assistant must respect individual diversity and why is this important. 5. How does a medical assistant respect another’s diversity? What should the medical assistant do or not do? 6. Describe why it is important to address diversity biases prior to providing patient care. Cultural diversity ensures that patients from all backgrounds receive high-quality, culturally competent care. A diverse and inclusive healthcare workforce can help to improve patient outcomes. Nonverbal Communication 1. Describe the three types of nonverbal communication. Eye contact, body language, and gestures 2. List five types of nonverbal behavior. insecure, embarrassed, arrogant, fearful, or even sometimes when you feel confident, showing self- confidence if can make the patient feel inferior 3. Describe positive and open nonverbal behaviors that should be used with patients. poised posture lets the patients know that you are open and knowledgeable, making eye contact 4. List 10 nonverbal communication delivery factors

MOA110 Medical Office Procedures Week 1 Assignment – Diversity and Therapeutic Communication 5. If you are working with a patient from another cultural group that you are unfamiliar with, describe three tips to follow. 1-Respect Individual Diversity: Everyone is unique with their cultural norms, beliets, and languages. 2-Address Diversity Biases: Prior to providing patient care, any personal biases or stereotypes should be addressed to ensure they do not affect the quality of care provided. 3-Develop Cultural Competence: Understanding and appreciating the cultural context of a Patients health behavior is key Verbal Communication 1. What are the two types of verbal communication? a. Intrapersonal b. Public 2. List three types of written communication. a.Written b. Letter c. Online and Media 3. Describe ways the medical assistant can help overcome barriers to communication. a. Internal distractions: help make the patient comfortable b. Visual impairment: use audio recording c. Hearing impairment: use printed material and written instructions d. Environmental distractions: provide privacy for patients e. Illiteracy: use pictures or models f. Non-English-speaking: use interpreters and translated material g. Intellectual disability: use "functioning age" appropriate language and materials

MOA110 Medical Office Procedures Week 1 Assignment – Diversity and Therapeutic Communication the person attempts to bargain with the higher power the person believes in.

MOA110 Medical Office Procedures Week 1 Assignment – Diversity and Therapeutic Communication s. Bargaining: t. Depression: the person feels sad, fearful, and uncertain. u. Acceptance: the person comes to terms with the situation. Understanding Behavior 1. For the following descriptions, identify the level of need according to Maslow’s theory. a. Includes air, food, drink, shelter, and warmt h : b. Includes friendship and in t im acy: c. Includes protection form the elements and s ecu ri ty: d. Includes knowledge, curiosity, and und er standin g: e. The appreciation of and search for beauty and balan ce: f. Includes self-esteem and achie veme n t: g. The need to realize one’s potential: h. Th ese n ee ds are met b y helpin g o t h ers achie ve t h eir very b est: 2. Describe how understanding Maslow’s theory can help a medical assistant. 3. Identify the defense mechanism based on the following descriptions. a. Comp letely reject s t h e inf ormat ion: b. The person comes up with various explanations to justify his or her response: c. Transfers the emotion toward one person to another person or thing: d. Simply f orget s som et hin g t ha t is bad or hu rt ful : 4. Describe the difference between adaptive (healthy) coping mechanisms and maladaptive (nonadoptive or unhealthy) coping mechanisms. 5. List four adaptive coping mechanism: a. b.