Cultural Differences Impact Interpersonal Communication

Outline:
Section 1: Introduction

About This Course

Learning Objectives

Section 2: Culturally Competent Communication

Meet Juan

Working with Colleagues with Multicultural Backgrounds

Culture and Cultural Competence

Generalizations vs. Stereotypes

Communication Fundamentals

Attitudes Toward Politeness

Verbal Etiquette

Language

Non-Verbal Etiquette

Formal vs. Informal Communication

Direct vs. Indirect Communication

Small Talk

Section 3: Non-Verbal Communication

Greetings

The Handshake

Kiss on the Cheek

The Bow

Nice to Meet You

Eye Contact

Facial Expressions

Hand Gestures

My Space or Ours?

Time: Fixed or Flexible

Giving Gifts

Table Manners

A Faux Pas: Now What?

Section 4: Clinical Vignette

Janet

Section 5: Conclusion

Course Summary

Course Contributors

References

Congratulations!

Jennifer Moore, RN-BC, CDP, WCC started working in the senior care industry in 2000. She is a certified Gerontological Nurse, a Certified Dementia Practitioner, and Wound Care Certified. She has held positions including MDS Coordinator, Director of Nursing, Medicare Nurse Coordinator, Nurse Consultant, Area Manager, and Director of Quality Assurance. Her overall responsibility within each of these positions was to ensure residents received the highest quality of care. This included active participation in quality improvement initiatives, review of clinical records to identify areas of weakness, corroboration with the medical director to institute policies and procedures for resident care, and staff education/training. Additionally, she was responsible for maintaining an effective compliance program under a Quality of Care Corporate Integrity Agreement with the Office of Inspector General for a period of five years. She currently serves as the Director of Curriculum Design & Research for Relias. Within this position, her responsibility is to oversee the development of online training modules across the healthcare continuum. She has served as the subject matter expert for courses on re-hospitalization, clinical skill reviews, leadership, management, and various OSHA and regulatory compliance topics. In addition, she has presented at various state conferences on mandatory compliance, quality assessment and assurance (QA&A), and quality assurance and performance improvement (QAPI).