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CHAPTER 2
INTERPERSONAL DYNAMICS
AND COMMUNICATION
Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc.
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Interpersonal Dynamics
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The health care worker must:
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Be able to recognize and accept values, attitudes,
and beliefs that make each person different
 Be able to communicate effectively
 Provide leadership when needed
 Use technological equipment
 Maintain the ethical code of the profession
 Be aware of the legal considerations
Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc.
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Interpersonal Skills
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Gives the ability to communicate well
Allows one to act independently by making
decisions
Demonstrates sincere compassion for others
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Cultural Diversity
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Different beliefs about health care may result
from cultural diversity. Factors influencing
these beliefs include:
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Age
Gender
Education
Religion
Ethnicity
National origin
Copyright © 2007 by Mosby, Inc., an affiliate of Elsevier Inc.
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Box 2-1 Guidelines for Cultural
Awareness
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Self-Awareness
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Personality
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The sum of the traits, characteristics, and
behaviors that make each individual unique
Behavior
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The action of an individual that can be seen by
others
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Self-Awareness (Continued)
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Habits
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Acts performed voluntarily without conscious
thought
Attitudes
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Formed from personal values
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Box 2-2 Characteristics of the
Health Care Worker
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Hierarchy of Needs
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Abraham Maslow
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Psychologist
Stated that a person strives to meet the most
basic need first. If the needs at the lower levels
are not met, the higher needs cannot be reached.
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Figure 2-2 Hierarchy of Needs
(Continued)
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Good Personal Health
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Personal grooming
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Bathing, using deodorant, shampooing hair,
cleaning teeth, shaving, nail care, change of
undergarments, and clean clothing that fits
Nutrition
Exercise
Sleep
Posture
Eye care
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Stress
• Health care is one of the most stressful
occupations
• Stress can cause illness, such as:
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Heart attack
Ulcers
Arthritis
Allergies
Diabetes
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Time Management
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The organization of using a schedule to
maximize effectiveness and productivity
The basic tool is a calendar
Set short-term and long-term goals
Keep focused on your goal
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Box 2-3 Stress
Management Techniques
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Problem Solving
● Method used in helping to make decisions

Problem must first be understood, clarified, and
defined
 Brainstorming is used to seek possible solutions
 Ideas and solutions evaluated
 Solutions are then implemented
 Results evaluated
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Other Methods of
Problem Solving
● Making flow charts or cause-effect diagrams
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Critical Thinking
• Critical thinking gives you the ability to:
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Think creatively
Make decisions
Solve problems
Visualize situational descriptions
Learn new information
Reason
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Communication
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The sharing of an idea or information that
results in understanding
Reading, writing, hearing, touching, and
seeing are various forms of communication
If it involves spoken language, it is verbal
communication
If it involves body language only, it is
nonverbal communication
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Health Insurance Portability and
Accountability Act (HIPAA)
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Federal guidelines that require protected
health information (PHI) are kept confidential
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Charts must be kept secure
Patient’s modesty must be preserved
Information shared with other professionals only
with patient’s consent
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Box 2-14 Guidelines for Charting
Health Care Records
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Verbal Communication
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A shared understanding of a message
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7% of a message is conveyed by words
38% by the tone of voice
55% by nonverbal behavior
Feedback
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A method to determine if the message was
received accurately
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Good Listening Guidelines
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Ask for clarification
Be prepared for the discussion
Keep an open and friendly posture
Evaluate the discussion for
accomplishments and feelings
Be patient in allowing other person to form
his or her thoughts
Find a quiet place to talk
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Box 2-10 Attitudes and Behaviors
That Act as Barriers to Effective
Communication
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Box 2-11 Guidelines to Avoid
Defensive Communication
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Nonverbal Communication
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Body language
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Eye and facial movement (oculesics)
Personal appearance
Gestures (kinesics)
Spacing (proxemics)
Time allowed for and pace of speech (chronemics)
Use of touch (haptics)
Reaction to smells (olfactics)
Pitch, inflection, tone, and volume of the voice
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