ethnocentrism
tendency to view one’s own cultural group as centre of everything - standard against which all others are judged
cultural relativism
person’s beliefs, values and practices should be understood based on persons own culture rather than judged on criter of another
types of non verbal communication
- facial expression
- eye contact
- gestures
- touch
- tone of voice
- posture and space
- dress
what does the world health organization state
‘health is state of complete physical, mental and social well-being and not merely absence of disease or infirmity’
what does the world health organization state
‘health is state of complete physical, mental and social well-being and not merely absence of disease or infirmity’
what do you need for communicating with patients of different cultures
- awareness
- acceptance
- asking
dependent clingers
- attention seekers
- constant reassurance
- urgent demands + explanations
entitled demanders
use intimidation, devaluation and guilt induction
manipulative help rejecters
pessimism - ‘nothing is working’
self destructive deniers
trying to defeat healthcare practitioners in attempting to preserve life
what should you do with the angry patient
- listen to patients grievance
- remain composed
- communicate with patient in private
- recognise and acknowledge anger
what should you do with a dramatic patient
- establish that you are in control
- remain calm, gentle and firm
- use chaperone if required
- refer to established guidelines in department
- make it clear that rules are for everyone
- maintain professional boundaries
important strategies to maintain professional control of situation
- eye contact
- sit or stand on same level as patient
- calm voice
- nod head
- minimal physical contact
- let your patient know your limitations
- repeat your position
