HEALTH Chapter 6 notes

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Chapter 6 ~ Pg. 102

Communication & collaboration skills ~

Managing conflict:

Communication & collaboration skills are used to avoid conflict or

to manage conflict situations positively & successfully

Conflicts:

· Intrapersonal- conflict within the individual

(for example, a person who cannot make decisions)

· Interpersonal- conflict among two or more

individuals (for example, an argument between a child and a parent)

· Intragroup- conflict within a group (for

example, between members of the same peer group/team)

· Intergroup- conflict between two or more

groups (for example, between two different youth peer groups, or between

students & the school faculty)

Mediation:

A negotiation to resolve differences that is conducted by some

impartial party. The act of intervening for the purpose of bringing about a

settlement; the goal is for the disputing parties to resolve the conflict

themselves with the support of the mediation

Negotiation:

The process of achieving agreement through discussion, used to resolve

disputes. Negotiators bargain for individual or collective advantage

Collaboration:

·

Main

forms of collaboration include negotiation, mediation and arbitration

·

Collaborate-

work together with a family, patient or treating team toward a common goal

·

Negotiate-

discuss and confer with others in order to come to an agreement; to arrange or

settle something by mutual agreement

·

Mediate-

intercede: to act between parties with a view to reconciling differences

·

Arbitrate-

Intercede: hear and determine the required course of action. Act as a referee

agreed to by both parties

·

Lead-

Rule, guide or inspire others to work together, co-operate or agree

Arbitration:

A process through which two or more parties use a third party in order

to resolve a dispute. Unlike mediation the third party actually makes the

decision for the disputing parties

Leadership:

The process of social influence in which one person can enlist the aid

and support of others in the accomplishment of a common task

Facilitation:

The act of making something easier; assisting or making easier the

progress or improvement of something

Compromise:

A middle way between two extremes; finding agreement through

communication, a mutual acceptance of terms, often involving variations from an

original goal or desire

Positive health Skills ~

Assertion:

· Expresses your needs, opinions and emotions

while respecting the rights of others.

· To assert- insist on having one’s opinion

and rights recognised

· Empathetic assertion- trying to understand

the other persons feelings, needs or wants; can be useful to slow down your

response as you will imagine the other persons position

· Consequence assertion- strongest from of

assertion, a last resort behaviour. Used in a situation where someone has not

been considering the rights of others and you want to get their behaviour to

change without becoming aggressive yourself

· Assertion is not necessarily confidence or

self-assurance. It is a way of combating anxieties associated with living in an

impersonal & competitive environment.

· Assertion is empowering in that it

maintains the right to refuse, the right to request and the right to correct a

wrong

Resilience:

· Positive capacity of people to cope with

stress and catastrophe, to survive and thrive in the face of adversity

Components of resiliency:

· Cognitive and behavioral factors- social,

emotional problem-solving and analysis skills, as well as factors such as

optimism and self-esteem

· Social and contextual factors-

relationships with parents, peers, teachers and others, as well as access to community

support services, attendance at a school with high academic standards and other

environment factors

· Genetic factors- gender, temperament,

intelligence & physical health. Individuals with an easygoing temperament

tend to be more resilient

Key components to developing resilience:

· Using optimism & positive thoughts

· Promoting feelings of mastery & control

· Positivity- feeling good about yourself

& your life

· Humour- to energise, reduce tension &

help relax anxiety

· Using metaphors- can inhibit or promote

coping

· Develop coping skills through previous

experience, observing others & social persuasion

Stress Management:

· Involves techniques used to help an

individual cope effectively with difficult situations in order to feel better

emotionally, improve behavioral skills & often enhance feelings of control

· Stress is the result of placing undue

expectations or desire on ourselves, creating images of ourselves & trying

to live up to the image that has been created by others

· Stress an be made worse by other peoples

expectations, our experiences & anxiety

· People with good stress management can

clarify the source & nature of problems & draw on personal skills &

support networks to resolve them

Stress Manage Approaches:

· Action orientated- confront the problem causing

the stress, change the environment or the situation

· Emotionally orientated- If you do not have

the power to change the situation, you can manage stress by changing the

interpretation of the situation & the way you feel about it

· Acceptance orientated- If you have no power

or emotional control, the focus is then on surving the stress

Language & cultural barriers to relationship

building:

· Health settings require trusting

relationships between patients & care givers, language & culture can

impede on the relationship building process; can create confusion, difficulty

communicating & misunderstanding

Barriers:

· Past experiences of flight & trauma

· Experiences of racism & discrimination

· Alienation, isolation, cultural bereavement

& lack of community attachment

· Lack of established networks within the

community

· Encountering lack of cultural competence

& perhaps racism within the health system

· Lack of social & family support

networks & change of traditional roles within the family

· Loss of status, particularly in terms of

employment

· Loss of self esteem, feelings of

powerlessness

· Communication difficulties

· Mental illness such as post traumatic

stress disorder, anxiety, depression & psychomatic disorders

· Direct physical consequences such as

torture such as musculoskeletal pin or deafness

· Under-recognised or under-managed

hypertension, diabeties or chronic pain

· Poor oral health, as a result of poor

nutrition & diet, lack of fluoridated water, poor dental hygiene practices

& limited dental care in the past

· Delayed growth or development in children

How to build effective relationships when culture

& language is a barrier:

· Take an interest in the patients life &

background. Try to develop an understanding of their past experience with

health care providers

· Explain what you would like out of your

working relationship with them (e.g. mutual respect, open communication)

· Use a translator if necessary

· Involve the family members. Many cultures

view the person as apart of the family cluster not as an individual, so in a

way you are treating the family group

· Don’t take it personally. If the person is

coming to you from a hostile previous experience with the health care system it

is not your fault

· Be assertive. Be the one in the

relationship to state what type of behaviour is acceptable & what is not.

Then don’t accept anything less

Relationship:

A mutual affiliation or connection between individuals or groups of

people

Relationship building:

The process of fostering a relationship so you can work together toward

a common goal. Relationships are built when there is a mutual understanding

between or among individuals

Refugee:

An individual who resides outside of their country of origin & is

often exposed to serious human rights abuses because of who they are or what

they believe

Internally displaced person:

An individual who has been forced to flee one part of a country to

another due to problems like war; ethnic cleansing, religious persecution or

natural disasters

Culturally competent health system:

· Provides for increased utilization of

language services to support culturally competent practices

· Identifies a skill set for culturally

competent practice & supports health organisations & individuals to

value & achieve culturally competent practice

· Encourages a broader view of culturally

competent practice through the promotion & marketing of health departments

& health services, the built environmental & institutional respect for

cultural traditions (eg diet, social customs)

· Supports community development as a key

strategy to increase cultural competency for healthier living &

environments

Culturally competent health settings:

· Engaging consumers & communities &

sustaining reciprocal relationships

· Using leadership & accountability for

sustained change

· Building on strengths- know the community,

know what works

· A shared responsibility- creating

partnerships & sustainability

NHMRC Acknowledgments for cultural competency:

· Systemic- effective polices &

procedures, mechanisms for monitoring & sufficient resources &

fundamental to fostering culturally competent behaviour & practice at other

levels. Policies support the active involvement of culturally diverse

communities in matters concerning their health & environment

· Organisational- the skills & resources

required by client diversity are in place. A culture is created where cultural

competency is valued as integral to core business & consequently supported

& evaluated. Management is committed to a process of diversity management

including cultural & linguistic diversity at all staffing levels

· Professional- Over-arching the other

dimensions, at this level cultural competence is identified as an important

component in education & professional development. It can also result in

specific professions developing cultural competence standards to guide the

working lives of individuals

· Individual- Knowledge, attitudes &

behaviour are maximized & made more effective by existing within a

supportive health organisation & wider health system. Individual health

professionals feel supported to work with diverse communities to develop

relevant, appropriate & sustainable health promotion programs

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