Cultural Competence Series:
Communication
Across
Differences
HR Talent Development:
Diversity Programs
©2012 The University of Texas MD Anderson Cancer Center
©2012 The University of Texas MD Anderson Cancer Center
Objectives
The Communication Across Differences workshop will encourage
participants to practice effective cross cultural communication skills in the
healthcare environment and workplace by:
Understanding how culture influences communication between patients
and employees and between team members.
Increasing self awareness of your cultural communication style.
Identifying effective strategies to build trust and respect when
communicating across cultures with patients and employees.
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©2012 The University of Texas MD Anderson Cancer Center
Trust and Respect
The MD Anderson Cancer Center provides culturally appropriate
patient care and a culturally competent work environment. As an
institution, MD Anderson strives to understand and respect the cultural
beliefs, customs, and lifestyles of globally diverse individuals and groups.
These efforts will enable our institution to bridge cultural differences, build
trust and respect, to provide quality care, and to be the employer of
choice.
The Joint Commission views the delivery of services in a culturally
and linguistically appropriate manner as an important healthcare safety
and quality issue. For general information on standards related to cultural
competency, please visit http://www.jointcommission.org/ or contact [email protected]
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©2012 The University of Texas MD Anderson Cancer Center
Cultural Identity
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©2012 The University of Texas MD Anderson Cancer Center
Communication
Across Cultures
Communication is the process of sharing an idea or information.
Being able to communicate across cultural differences is important to our
patients and employees.
Successful cross cultural communication is essential for individual and
organizational success.
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©2012 The University of Texas MD Anderson Cancer Center
Communication Matrix
COMMUNICATION
INFLUENTIAL
FACTORS
•
•
•
•
Communication Levels:
Organizational
Leader  Employee
Employee  Employee
Employee  Patient
MESSAGE
CULTURAL
INFLUENTIAL
FACTORS
Disclosure Levels:
• Intimate (Full Disclosure & Trust)
• Interpersonal (Some Trust)
• Casual (Minor Trust)
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©2012 The University of Texas MD Anderson Cancer Center
Why Our Actions Count
Keep in mind, that the best of our intentions can be negatively impacted
by how our words or actions are perceived. Several influencers are listed below.
Communication Influencers
Cultural Influencers
Communication Levels
Age
Disclosure Levels
Gender
Emotions
Geographic
Transmission (Personal, Media, Technology)
Health, Medical Beliefs
Voice (Pitch, Pauses, Speed, Tone, Volume)
Mental, Physical, Health Condition
Body Language (Actions, Behaviors, Eye Contact, Facial
Expressions, Personal Space, Touch)
Organizational or Social Hierarchy
Direct or Indirect Approach Focus
Power and Privilege Perception
Topic Focus (Health, Organizational, Personal, Relationship,
Task)
Race, Ethnicity
Language (Native or Alternate)
Sexual Orientation
Words Used (Abbreviations, Colloquial Phrases, Formal,
Informal, Slang)
Socio-Economic Class
Interruption Sources
Spiritual Religious Beliefs
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©2012 The University of Texas MD Anderson Cancer Center
Communication
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©2012 The University of Texas MD Anderson Cancer Center
Relationships
Positive Relationship
Negative Relationship
The relationship between a
The effects of disrespect and
patient and their healthcare
derogatory conduct towards a
providers is based upon trust
healthcare provider can cause
and respect.
the decrease in morale, staff
retention, and the quality of care.
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©2012 The University of Texas MD Anderson Cancer Center
The Truth of the Situation
Source: “Don’t Judge too Quickly” series. Ameriquest Mortgage Company. ©2005.
http://theinspirationroom.com/daily/2006/ameriquest-mortgage-tv-ads-2006/
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©2012 The University of Texas MD Anderson Cancer Center
Patient Communication Points
Admission
Influencers:
 Cultural
 Communication
 Trust
Assessment
Treatment
End of Life
Discharge
and Transfer
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©2012 The University of Texas MD Anderson Cancer Center
Admission

Identify and address patient communication needs.

Language Assistance provides interpretation and translation
services at no cost to the patient. Interpreters can facilitate crosscultural communication between patients and healthcare personnel who
do not speak the same language.

The hospital provides information to communicate with the patient
who has vision, speech, hearing, or cognitive impairments in a
manner that meets the patient’s needs. As an example, Sign Language
Interpreters can be used to assist hearing-impaired patients.
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©2012 The University of Texas MD Anderson Cancer Center
Assessment

Always check the accuracy of the patient's name to the patient's record.

Greet the patient by their last name and then introduce yourself.

Identify and address patient communication needs.

When possible, the hospital accommodates the patient’s cultural,
religious, or ethnic food and nutrition preferences, unless otherwise
instructed.

Ask the patient to identify a support person.

Ask the patient and their family members what they prefer regarding
their cultural and/or spiritual beliefs.

Communicate information about unique patient needs to the care team.
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©2012 The University of Texas MD Anderson Cancer Center
Treatment

Address the communication needs of a patient that may have
sensory and/or communication impairments.

Provide information to communicate with the patient who has vision,
speech, hearing, or cognitive impairments in a manner that meets the
patient’s needs.

Identify and accommodate a patient's cultural, religious, or spiritual
beliefs and practices that may influence care.

Determine any cultural or alternative healing medications or practices
that the patient may be integrating into their treatment plan.

Confirm any individuals which are outside of the institution that the patient
considers as a member of their treatment and support team. Incorporate
cultural competence and patient/family-centered care concepts into
care delivery.

Communicate information about unique patient needs to the care team.
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©2012 The University of Texas MD Anderson Cancer Center
End of Life

Address patient communication needs during end-of-life care.

Monitor changes in the patient’s communication status during end-of-life
care.

Involve the patient’s surrogate decision-maker and family in end-oflife care.

Address patient mobility needs during end-of-life care.

Identify patient cultural, religious, or spiritual beliefs and practices at
the end of life.

Make sure the patient has access to his or her chosen support person.
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©2012 The University of Texas MD Anderson Cancer Center
Discharge and Transfer

Access patient communication needs.

Engage patients, loved ones, and care-givers in the discharge and
transfer planning and instruction.

Provide discharge instruction that meets the patient's needs.

Identify follow-up providers that can meet the patients' unique
needs.
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©2012 The University of Texas MD Anderson Cancer Center
Patient Resources
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©2012 The University of Texas MD Anderson Cancer Center
Language Assistance
Language Assistance provides the following interpretation and translation
services at no cost to our patients:

Interpreters are available on site for the following languages: Arabic,
French, German, Italian, Mandarin, Portuguese, Spanish, Turkish,
Vietnamese

24 hour notice is required to acquire interpreters for additional languages.

Telephone interpreter service is available 24 hours a day.

Interpreters are also available to assist our hearing impaired patients.

For more information or to request interpretation services, please call the
Language Assistance department at (713)-792-7930.
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Source: Language Assistance at: http://inside.mdanderson.org/departments/language-assistance/index.html
©2012 The University of Texas MD Anderson Cancer Center
Additional Patient Resources
 Anderson Network: Is a unique global cancer support group of more
than 1,800 current and former patients. http://www.mdanderson.org/patientand-cancer-information/guide-to-md-anderson/patient-and-familysupport/anderson-network/index.html
 Chaplaincy: To guide our patients on their spiritual journey.
http://www.mdanderson.org/education-and-research/departmentsprograms-and-labs/departments-and-divisions/chaplaincy/index.html
 International Center: Welcomes our international patients and assists
them with their transition into MD Anderson.
http://inside.mdanderson.org/departments/ic/index.html
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©2012 The University of Texas MD Anderson Cancer Center
Additional Patient Resources –
continued.
 Patient Advocacy: Provides patients and families with a central
department in which to register complaints or concerns.
http://www.mdanderson.org/patient-and-cancer-information/guide-to-mdanderson/patient-and-family-support/patient-advocacy.html
 Social Work: To help patients and their families cope with the diagnosis
of cancer and to eliminate through outstanding integrated programs in
patient care, research, education and prevention.
http://inside.mdanderson.org/departments/social-work/index.html
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©2012 The University of Texas MD Anderson Cancer Center
Communication
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©2012 The University of Texas MD Anderson Cancer Center
What do you really mean?
Source: “If Delivery People Ran the World”. Sprint.com/nextel. ©2009.
http://www.youtube.com/watch?v=vbt7SLHY72U
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©2012 The University of Texas MD Anderson Cancer Center
Are you Talking the Talk?
T – Convey mutual respect by reducing power barriers, pausing to give
everyone time to speak, and be aware of non-verbal communication.
A – Acknowledge the individual(s) and their contributions, ask questions, and
be accountable.
L – Identify the problem and create an atmosphere of equality and trust
through listening.
K – Keep to the point and keep the conversation at an understandable level.
I – Maintain a non-emotional interaction and refrain from interrupting.
N – Clarify the need of the communication or negotiation.
G – Examine possible solutions, identify the goal(s) of the resolution, follow up,
move on, and motivate.
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©2012 The University of Texas MD Anderson Cancer Center
What’s your
Communication Style?
1.
2.
3.
4.
5.
6.
7.
Read each question in
each category.
If the question applies
to you then answer
“YES” by shading the
indicator. You may
shade more than one
“YES” per row.
If the question DOES
NOT apply to you then
proceed to the next
question.
Each shaded box is
worth “ONE” point. Add
the score for each style
column.
Write the total score for
each style.
Circle the highest score
which indicates your
most dominate
communication style
preference.
Compare your results.
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©2012 The University of Texas MD Anderson Cancer Center
Communicator Styles
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©2012 The University of Texas MD Anderson Cancer Center
Self Check: Are you practicing the
5 Main Building Blocks of Trust?
1.
Communication
Are you clear and concise in your communications or are you sending
vague hidden messages?
2.
Patience
Do you pause within a conversation to give the other person time to
process the message, organize their thoughts, and to respond back to
you?
3.
Respect
Do you demonstrate respect through your words, body language, and
actions when interacting with another individual?
4.
Cultural Consideration
Do you express openness and consideration towards another
individual’s perspective?
5.
Honesty/Acknowledgement
Do you acknowledge other individual’s contributions and ideas?
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©2012 The University of Texas MD Anderson Cancer Center
Reminder

You will receive an email containing a link to complete an online
evaluation. Your input and suggestions are very important to our team
because we value your feedback to improve our educational programs.
Let us know if there is a diversity topic or topics that you would like to
learn more about.
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©2012 The University of Texas MD Anderson Cancer Center
How do I print
my certificate?
1. Log into the Education Center at:
http://inside.mdanderson.org/education/edcenter.
2. Click the MANAGE MY LEARNING Tab.
3. Select MY TRANSCRIPT from the Left Navigational Menu.
4. Confirm the START and END date range.
5. Locate the applicable course TITLE.
6. Click the PRINT CERTIFICATE OF COMPLETION link.
7. Print the certificate.
8. Log out.
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©2012 The University of Texas MD Anderson Cancer Center
Questions
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Diversity 101 - MD Anderson Cancer Center