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School of Health Services AdministrationFaculty Content Outline

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

Faculty Content OutlineHCA/230 Version 4

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Faculty Materials

BOOKS, SOFTWARE, OR OTHER COURSE MATERIALS

Cheesebro, T., O’Connor, 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

https://ecampus.phoenix.edu/secure/aapd/CWE/pdfs/Associate_level_writing_style_handbook.pdf


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Course OverviewCOURSE 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

Create a presentation using communication principles.


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Week One Faculty NotesIntroduction to Communication

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

CONTENT

1. Introduction to communicationa. Describe the major components of communication.

1) Skills needed for the workplacea) Written communicationb) Critical thinking and problem solvingc) Oral communicationd) Teamwork and collaboratione) Professionalism and work ethic

2) Necessary communication skills for nursing and health care workersa) Listeningb) Relationship buildingc) Instructingd) Motivatinge) Exchanging routine informationf) Providing feedback

3) The major components of communication—The 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 receiver’s response to the sender’s message)

4) Communication principles for health care: Communication occurs within a context.a) Chronological context: the time in which communication occursb) Physical context: the setting of your communicationc) Functional context: the purpose of your communicationd) Relational context: based on the relationship between the sender and the

receivere) Cultural context: reflects diversity factors that influence interpersonal

relationships(1) Race(2) Ethnicity(3) Gender(4) Age(5) Sexual orientation


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(6) Disabilities (7) Cultural context can also include corporate culture, or how employees view

their place of employment.5) 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.

6) 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.7) Communication requires ethical choices. Confidentiality, beneficence, dignity,

informed consent, autonomy, and respect are just a few that are relevant to the health care setting.

8) 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.

9) Communication barriers: noisea) 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 receiverc) Semantic noise: occurs when a receiver of a message does not understand a

sender’s gesture or word or interprets it differentlyd) Diverse culturese) Medical jargon

10) Gaps occur because people are different.a) Genderb) Age–generation gapc) Ethnicityd) Racee) Statusf) Sexual orientation

11) Communication and technology: The changes and advancements in technology have a large effect on communication.a) Use of laptops and broadband communicationb) Videoconferencing and video consultsc) Electronic medical recordsd) 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 eventb) Subjective reality: the result after applying filters

5) Perception as a model: This is how we translate objective reality into subjective reality.a) Prior knowledgeb) Prior experiencesc) 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 denialb) 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 informationd) Attribution error: attributing causes of events to personalities or external

situationse) Projection: seeing your own faults or strengths in others; calling others’ attention

to these traits7) 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 perceptionsa) Distinguishing fact from opinionb) Checking perception: impression checksc) Learning conversations: learning about others’ perceptions

9) Perceptions and technology—critical media literacy: critically evaluating the messages you receive


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Week Two Faculty NotesCross-Cultural Communication

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

CONTENT

2. Cross-cultural communicationa. Identify the principles of cross-cultural communication.

1) Diversitya) Raceb) Languagec) Genderd) Ethnicitye) Religion

2) Global interdependencea) 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 messageb) Person receiving the messagec) Nonverbal message and cue

4) Cross-cultural communication principlesa) 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 do’s and taboos required of

its members.e) Learning about the norms and variations in a particular cultural group’s

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.a. Explain cross-cultural communication differences and barriers.

1) Cross-cultural communication differences (value differences)a) Task-oriented versus relationship-orientedb) Individualism versus collectivismc) High- versus low-power difference in relationshipsd) Masculinity versus femininitye) High versus low uncertainty avoidance

2) Cross-cultural communication barriers


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a) Certain topics create tension for people who have been historically oppressed.b) Hot buttons: words that evoke an emotional response in another personc) 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 bias3) 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 consultsb) 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 NotesModes of Communication

Describe verbal and nonverbal communication skills. Explain how technology influences communication.

CONTENT

3. Modes of communicationa. Describe verbal and nonverbal communication skills.

1) Verbal communication principlesa) 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 communicationa) 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 people’s 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.


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(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 communicationa) Online health resourcesb) Online support groups and social media

3) Videoconferencing and video consults4) Electronic medical records5) Teleconferencing6) Health Information Portability and Accountability Act of 1996

a) Pros: confidentiality and portability of insuranceb) Cons: expense, application, and accessibility for physicians


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Week Four Faculty NotesListening Skills

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

CONTENT

4. Listening skillsa. Explain the importance and application of active listening.

1) Listening skillsa) 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 understandinga) Evaluating as judging or as solving or advisingb) Interpreting: explains reason for feelings or behaviors, finds causes not in the

problem, and explores motivesc) Supporting: reassures and pacifies, reduces the intensity of feelings, and can be

false or genuined) Questioning: gains more information, clarifies meaning, and selects open or

closede) Paraphrasing: summarizes content and feeling; uses the listener’s words

b. Describe elements of supportive and defensive communication climates.1) Supportive climate

a) Description: messages that explain your feelings, reactions, and needs to othersb) Problem orientation: the point of view you share with anotherc) Spontaneity: a genuine, natural way of communicating with honesty and

openness d) Empathy: communicates respect, understanding, and acceptance to another;

puts yourself in another’s placee) Equality: shares a sense of value and mutual respect, regardless of status,

power, or position


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f) Provisionalism: refers to an open-minded view of new ideas, trying new behaviors, and seeking new solutions

2) Defensive climatea) Evaluation: judges, criticizes, or blames anotherb) Control: expects the other person to change his or her behaviorc) Strategy: involves manipulation, tricks, or a planned script, rather than free-

flowing, open communicationd) Neutrality: expresses a lack of concern with a detached, impersonal tonee) Superiority: involves looking down on others and creating feelings of inadequacy,

fault, or failuref) Certainty: a closed-minded, know-it-all view of the world, with no need for change


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 person’s communication style that convinces you that he or she is effective? What characteristics does this person possess that makes him or her effective?


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Week Five Faculty NotesInterpersonal Relationships

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

CONTENT

5. Interpersonal relationshipsa. Identify the importance of interpersonal relationships.

1) Relationships with family, coworkers, and friends2) Receiving and sharing information better3) Defining and understanding goals4) Avoiding the negative effects of conflict and confusion

b. Analyze elements of interpersonal communication.1) Supportive and defensive communication, discussed in Week Four2) 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 messagea) Behavior message: a factual description of the behavior causing the problemb) Feeling message: a statement of your feelings in response to a behaviorc) Consequence statement: an identification of the tangible consequences you are

experiencing as a result of a behaviord) Request statement: a statement of request as a possible solution to a problem

4) Self-assessments to analyze interpersonal communication and relationshipsa) http://corporate.psychtests.com/ b) http://www.relationship-institute.com/

http://www.relationship-institute.com/

http://corporate.psychtests.com/


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Week Six Faculty NotesConflict Management

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

CONTENT

6. Conflict managementa. Describe different types of conflict.

1) Pseudo conflicts: perceived conflicts based on faulty assumptions and dilemmas2) Fact conflicts: occur when individuals disagree about information that could be easily

verified3) Ego conflicts: occur when a dispute centers on power or status4) Value conflicts: focus on personal beliefs 5) Need conflicts: occur when the needs of one individual are at odds with the needs of

anotherb. Explain the five styles of conflict management.

1) Avoiders: avoid conflict for a variety of reasons2) Accommodators: allow others to determine the outcome of a conflict3) Forcers: expect to get their needs met regardless of the cost4) Compromisers: think that those involved in the conflict must be prepared to give up

something to reach a compromise5) Collaborators: believe that both parties can and will have their needs met

c. Explain methods of promoting collaborative communication.1) Establishing rapport with one another2) Building trust to allow everyone to share information openly and honestly3) Valuing team members4) Experiencing interdependence with one another


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 NotesEffective Teamwork

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

CONTENT

1. Effective teamworka. Identify the benefits and characteristics of effective teams.

1) Benefits of effective teamsa) Improve moraleb) Increase customer satisfactionc) Decisions made more quickly and problems addressed at the source

2) Characteristics of effective teamsa) Clearly defined goalsb) Capable team membersc) Commitment to excellenced) Outside recognition for the work they are accomplishinge) 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 NotesApplication

Apply communication principles to health care.

CONTENT

2. Applicationa. 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 sentenceb) Should not be a questionc) Should contain a single key idead) Should be stated in the introduction and the conclusion


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 NotesPresentation

Create a presentation using communication principles.

CONTENT

3. Presentationa. 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

departmentsc) 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.

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