Diversity and Therapeutic Communication in Medical Settings

MOA110 Medical Office Procedures 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. Nonverbal Communication 1. Describe the three types of nonverbal communication.

MOA110 Medical Office Procedures 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. 4. List 10 nonverbal communication delivery factors

MOA110 Medical Office Procedures 5. If you are working with a patient from another cultural group that you are unfamiliar with, describe three tips to follow. 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: Practice meditation, get comfortable, sleep, use visual reminders, turn off the distractions, set smaller goals b. Visual impairment: Albinism, Colour blindness, Congenital blindness, c. Hearing impairment: conductive hearing loss, mixed hearing loss, sensorineural hearing loss d. Environmental distractions: Th e. Illiteracy: f. Non-English-speaking: g. Intellectual disability:

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MOA110 Medical Office Procedures h. Emotional distraction: 4. Discuss Erikson’s psychosocial developmental stages. Your answers should include the goals of the stage and one communication tip for that stage. i. Trust versus Mistrust: j. Autonomy versus Shame and Doubt: k. Initiative versus Guilt: l. Industry versus Inferiority: m. Identity versus Role Confusion: n. Intimacy versus Isolation: o. Generativity versus Stagnation: _ p. Ego Integrity versus Despair: 5. Describe the following stages of Kübler-Ross’s theory. q. Denial: r. Anger:

MOA110 Medical Office Procedures Week 1 Assignment – Diversity and Therapeutic Communication t. Depression: u. Acceptance: Understanding Behavior 1. For the following descriptions, identify the level of need according to Maslow’s theory. a. Includes air, food, drink, shelter, and warmth: b. Includes friendship and intimacy: c. Includes protection form the elements and security: d. Includes knowledge, curiosity, and understanding: e. The appreciation of and search for beauty and balance: f. Includes self-esteem and achievement: g. The need to realize one’s potential: h. These needs are met by helping others achieve their very best: 2. Describe how understanding Maslow’s theory can help a medical assistant. 3. Identify the defense mechanism based on the following descriptions. a. Completely rejects the information: 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 forgets something that is bad or hurtful: Repress 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.

MOA110 Medical Office Procedures Week 1 Assignment – Diversity and Therapeutic Communication 5. List four adaptive coping mechanism: a. Problem solving b. Seeking social support

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MOA110 Medical Office Procedures c. Deep Breathing d. Humor 6. List four maladaptive coping mechanisms: a . Substance abuse b . Emotional eating c . Avoidance d . Withdrawal

Week 1 Assignment Worksheet (1)

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