Week 1 Assignment Worksheet

MOA110 Medical Office Procedures Week 1 Assignment – Diversity and Therapeutic Communication Chapter 2 Therapeutic Communication Diversity and Communication 1. Describe cultural diversity and discuss two examples. Cultural diversity is made up of many different groups of people in a society that can have differing interests, skills, religious beliefs, and sexual orientation. It can also be income, gender, ethnicity, and race. 2. Describe social diversity and discuss two examples. Social Diversity in a particular society such as cultural diversity, race diversity, age diversity, disability, and sex/gender/sexual orientation diversity. 3. Describe ethnic diversity and discuss two examples. The existence of people from a variety of diverse and cultural backgrounds within a single area. An example would be Asian while it may be a race it can also identify with a range of Asian ethnicities. (Chinese, Japanese, Thai) 4. Describe when a medical assistant must respect individual diversity and why is this important. A medical assistant will be dealing with all sort of individuals from different cultural backgrounds. It's important to respect each individual's beliefs or point of view and have consideration of everyone. 5. How does a medical assistant respect another’s diversity? What should the medical assistant do or not do? By fully explaining to the patient and asking them to let you know if there is something they didn't understand so that way you can go over it and maybe rephrase it in a different way. Maybe they aren't accustomed to the language and need it to just be spoken slower. 6. Describe why it is important to address diversity biases prior to providing patient care. Because in healthcare you will meet many diverse individuals who come from different cultural backgrounds. It’s important that when working with patients we don’t offend anyone based on our own incompetence. From either not being taught at home or not being educated on it. Nonverbal Communication 1. Describe the three types of nonverbal communication. Gestures, Body language, and facial expressions 2. List five types of nonverbal behavior. Body movement, posture, eye contact, touch, gestures 3. Describe positive and open nonverbal behaviors that should be used with patients. Providing patients the space to respond when being asked questions to make sure everything is understood. 4. List 10 nonverbal communication delivery factors Touch, voice, facial expressions, gestures, eye contact, posture, body movement, space, appearance, paralinguistic (tone of voice)

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. Make yourself knowledgeable about cultural awareness and how to be respectable of others that come from a different background, learn about the practices of other cultures, and also make sure you first understand what cultural background you come from and make sure you understand the true definition before researching other backgrounds. Verbal Communication 1. What are the two types of verbal communication? a. public communication b. Oral communication 2. List three types of written communication. a. letters b. text messages c. email 3. Describe ways the medical assistant can help overcome barriers to communication a. Internal distractions: Physical or emotional disruption that’s internal b. Visual impairment: Unable to see any written communication due to visual impairment. c. Hearing impairment: Unable to hear verbal communication due to deafness or hearing loss. d. Environmental distractions: Noise disruptions due to a lack of privacy or temperature if you are outside in the hot weather e. Illiteracy: Someone who is unable to write or read due to lack of knowledge or learning disability. f. Non-English-speaking : A foreign patient who doesn’t use English as their primary language and doesn’t understand or comprehend certain words or terminology. g. Intellectual disability: Someone who doesn’t comprehend and understand what is being communicated due to an intellectual disability. The patient might be functioning at the standard level as his or her age range.

MOA110 Medical Office Procedures Week 1 Assignment – Diversity and Therapeutic Communication s. Bargaining: t. Depression: Feeling of sadness or loneliness u. Acceptance: When you come to terms and accept the situation at hand or outcome. 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 : Physiological needs b. Includes friendship and in t im acy: Love and belongingness needs c. Includes protection form the elements and s ecu ri ty: Safety needs d. Includes knowledge, curiosity, and und er standin g: Cognitive needs e. The appreciation of and search for beauty and balan ce: Aesthetic needs f. includes self-esteem and achie veme n t: esteem needs g. The need to realize one’s potential: self-actualization needs h. Th ese n ee ds are met b y helpin g o t h ers achie ve t h eir very b est: transcendence needs 2. Describe how understanding Maslow’s theory can help a medical assistant. Because it lets you know how to communicate with patients based on what needs they need met or what it is they are exactly seeking if not just medical care. 3. Identify the defense mechanism based on the following descriptions. a. Comp letely reject s t h e inf ormat ion: Denial b. The person comes up with various explanations to justify his or her response: Realization c. Transfers the emotion toward one person to another person or thing: Displacement d. Simply f orget s som et hin g t ha t is bad or hu rt ful : repression 4. Describe the difference between adaptive (healthy) coping mechanisms and maladaptive (nonadoptive or unhealthy) coping mechanisms. Adaptive coping mechanisms are ways to deal and face your problems head on while Maladaptive Mechanisms can mean we deal with our problems by seeking non beneficial outlets like drinking, doing drugs, or not talking about our issues. 5. List four adaptive coping mechanism: a. Problem solving b. Seeking social support c. Deep Breathing d. Humor

MOA110 Medical Office Procedures Week 1 Assignment – Diversity and Therapeutic Communication 6. List four maladaptive coping mechanisms: a. Substance abuse b. Emotional eating c. Avoidance d. Withdrawal