COMMUNICATIONS

FOR HEALTHCARE
HCH 1213

UNIT 5
SUPPORTIVE SKILLS

MURNI INTERNATIONAL COLLEGE HCH 1213- 4/S1

 Learning Outcomes:

• Define supportive skills

• Identify the needs of supportive skills
• Be exposed to several supportive skills in communication
• Relate the function positive body language in communication
• Describe the concept of self esteem
• Elaborate ways and importance to improve self esteem
• Identify types of behavior which can affect communication
• List techniques of behavior modifications
• Recognize the needs of advocacy in healthcare
• List steps in achieving advocacy
• Identify barriers in advocacy
• Describe the requirements of being a translator and interpreter
• Describe approaches to translation
• Identify translation problems
• Distinguish translating and interpreting
• Elaborate the implications of supportive skills
MURNI INTERNATIONAL COLLEGE HCH 1213-5 /S2
 5.1 Supportive Skills

■ As healthcare providers, who are trained

to render care, you should be able to
respond in any situations in a way that
communicates caring, concern, or
comfort to the patient.
■ This is known as supportive
interaction &
communication.

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5.2 The Needs of Supportive Skills in
Healthcare
■ To make ourselves being understood or
understandable, and in doing so feel cared
for, safe, stimulated, and appreciated.
■ To build a trusting relationship with the
patient.
■ To allow healthcare providers to help
people or patients efficiently. This will
result in more satisfying and enduring
relationships with patients.

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5.3 Several Supportive Skills
This topic is to study several supportive skills such as:-
■ Positive body languages
■ Self-esteem
■ Several types of behaviours
■ Advocacy (support)
■ Interpreters (juru Bahasa) and translators
( penterjemah)

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 1. POSITIVE BODY LANGUANGES
■ Positive human body language
are those gestures, common
to all of us which we use to re-
enforce positively.
■ People are always more likely
to remember what they see,
and a few seconds of body
movement can be worth an
entire communication of
words.

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Good Human Body Language
The following list highlights
some good human body
language well worth adopting in
your interaction:-
■Stand Straight
■Show Animation
■Pay Attention
■Make Eye Contact
■Keep your Body
Relaxed

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■ Stand Straight
• Keep your head up and
smile as you walk. Relax, and
let your arms hang at your
sides.
• This walk will give someone
the impression that you have
nothing to hide, and that you
are used to being listened to.

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■ Show Animation
• Use your hands while you
speak. Making hand
motions increases the
chances that people will
pay attention to you.
• Also, being animated helps
someone get excited
about a project or story
that you are describing to
them.

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■ Pay Attention
• Nodding the head occasionally
and making positive remarks
will let someone know that you
are interested in what they are
saying.
• Take notes, if that is
appropriate.

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■ Make Eye Contact
o Let them know that you are
confident.
o It sends the message that you
are not afraid to stand up for
your goals.
o Maintain contact for as long
as you feel is necessary, and
then look somewhere else.

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■ Keep your Body Relaxed
o Tension spreads through people.
When someone is nervous and
tense, other people have that
same sense of urgency.
o Take deep breaths and let
yourself relax before an
important meeting or date.

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2.SELF ESTEEM

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„According to Sedikides & Gregg(2003),
self-esteem or self-worth includes a
person's subjective appraisal of
himself or herself as intrinsically
positive or negative to some degree.

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 „„If you have a high level
you will be confident,
happy and sure of yourself.

 You would be highly

motivated and have the
right attitude to succeed.
„

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 „Low self esteem results from you
having a poor self image caused by
your attitude
 Example:
“You do not value the job you do highly
or you feel you have no purpose in your
life”.
 Low self esteem causes depression,
unhappiness, insecurity and poor
confidence.

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The Concept of Self- Esteem
1) A sense of self-confidence or
efficacy (keberkesanan)
An ability to assimilate (understand)
and handle the incoming data and
to appropriately direct ourselves
through the environment.

2) A sense of self-respect or
worthiness
The experience of feeling and
knowing that we are
competent(cekap) to live and
worthy of living and being happy.
MURNI INTERNATIONAL COLLEGE HCH 1213-5 /S17
Improving self -esteem
 Face your fear
 Forget your failure
 Know what you want and ask for
it
 Reward yourself when you
succeed
 Don’t try to be someone else
 Do not be defeated

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The Importance of Self- Esteem
 „Deficits in self-esteem
contribute to virtually all psychological problems.

 Building self esteem is a first step towards your

personality and a better working performance.

 Self esteem increases your confidence. If you

have confidence you will respect yourself. It is
help you to be able to assist others efficiently.

 If you respect yourself you can respect others,

and you can improve your relationships with
them. Thus, others will also respect you better.

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3. TYPES OF
BEHAVIOR

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 Definition of behavior
o „The manner in which one behaves.

o The actions or reactions of a person in

response to external or internal stimuli.
„
o Behavioural attributes is the way a person
„ behaves toward other people.

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PREMIER o RECOGNISED o TRUSTED
Special Types of Behaviour
 Adaptive behavior„
 Maladaptive behaviour
 Emotional behaviour
 Uncontrolled behaviour
 Bad behavior

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PREMIER o RECOGNISED o TRUSTED
 Adaptive behavior
o A constant repetitive behaviour
could be re-focused on something
that creates or builds something.
o E.g:

In a classroom where a child

receives his teacher’s attention by
screaming, a behavior analyst would
look to decrease the screaming by
teaching the child a new adaptive
response, such as raising his hand.

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Maladaptive behavior
o The behaviour occurs at a time or
place that is inappropriate.
o Can often be considered as a sign of
mental disorder

o Examples:
- Poor concentration/ attention
- Destruction of another’s property
- Self injuries

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 Emotional behavior
o There are situation where a person
may respond emotionally with
anger, fear, joy, sorrow or
excitement

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 Rules of Anger and Fear
„The emotions of anger and
fear come as a reaction to a
threat or irritation.

If you are threatened or

irritated, and the other person
seems: „

1. Weaker, then you get angry

and even attack
2. Stronger, then you become
fearful and perhaps shyness
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Rules of Joy, Sorrow and Excitement

o „The emotions of joy, sorrow or

excitement come from gaining or
losing something.
o If you gain something you want,
then you become joyful
o If you lose something dear to
you, then you become sorrowful
o If there is anticipation, then you
become excited

„These emotions are the essence

of motivation.
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 Uncontrolled behavior
There are situations where a person may
respond in a manner that is
uncontrolled.

E.g:
o For example, while everyone may get
angry, there are some who easily lose
their temper and even go into an
uncontrolled rage.

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 Bad behavior
There are situations where a person
may respond in a manner that is
anti-social or breaking certain rules
or laws.

E.g:

- Breaking laws
- Talking back to people

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1. Why would a driver gets angry when
someone cuts him off?

a) He is reacting to a threat to his safety

b) He does not like others to be ahead of
him
c) He is always angry when driving

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2. Why would a person talk loudly on a cell
phone in a movie theatre, when others are
telling her to be quite?

a) She has some important news to tell a friend

b) She doesn't worry about what others think
c) She can't hear because of the loud sound from
the movie

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3. Why do people get so excited at some
entertainment events?

a) They want to get their money's worth

b) Excitement of the audience is infectious
c) It is a learned behavior

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 Behavior Modification
o Changes of attitudes is based on new
information and experiences

o E.g:
A staff may change the approach of
dealing with a patient once the patient’s likes
or dislikes are known

o A change in behavior often occurs with

maturity and greater understanding
about one’s self and others
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Techniques in Behavior Modification
o „Behaviour modification is a
technique of altering an individual's
reactions to stimuli through positive
reinforcement and the extinction of
maladaptive behavior.

o The use of basic learning techniques

to alter human behaviour in a
desired manner, such as „
biofeedback, „ reinforcement, or
„behaviour therapy
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4. ADVOCACY

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 Definition of Advocacy
 Support for an idea or
cause.

 Active support,
especially the act of
pleading (merayu) or
arguing for something

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Where is Advocacy Needed?
o Financial : managed care,
reimbursement(pay back),
supplemental assistance/
programs
o Community: school, child care
o Psychosocial : family, abuse,
foster care
o Legal: liability, confidentiality

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Why Should a Health Care Provider be an
Advocate?
o Bring credibility
o Are generally seen as trustworthy
o Are seen most often as working on
behalf of children

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How to Become Better Advocates?

Make contact with another family or a

support group for assistance and to share
information
Learn all you can about the conditions of
your patients
Learn about the service systems available

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 Steps in Achieving Advocacy
Clarify your • Keep up with
message
key contacts
• Send
• Avoid using information
clinical without
• Meaningful language to hoping for
• Convincing patients and rewards
• Elegant family
• State your Become a
Develop your solution to trusted source
message help patients/ of information
people

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Barriers to Advocacy
 „ Lack of time
 „ Lack of comfort
with/knowledge of
advocacy process
 Lack of volunteers

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5. INTERPRETERS
AND
TRANSLATORS

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Definition of Interpreter
 „One who translates orally from
one language into another.
 One who uses art to represent
something; "his paintings reveal a
sensitive interpreter of nature";
"she was famous as an interpreter
of Shakespearean roles"

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Definition of Translator
o „A person who translates written
messages from one language to
another.
o A program that translates one
programming language into another.

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Requirements as Translator or
Interpreter

1. Familiarity with the source language

2. Familiarity with the target language
3. Familiarity with the subject matter to
perform their job successfully

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 Approaches to translation
1. Translation at level of word (word for word
translation)
Eg: cookies= biskut, kertas= paper

2. Translation at level of sentence

Eg: I like to swim = Saya suka berenang, I think he is
clever= Saya rasa dia pandai, We were all tired= Kami
semua letih

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3. Communicative translation approach
- It renders the exact contextual meaning of
the original text to make it easy for readers
to understand

4. Semantic translation approach

- is closer, more literal; it gives high priority
to the meaning and form of the original
SL        : He is  a good boy
TL        : Dia (lelaki) adalah seorang budak
yang baik

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 Translation Problems
 „Problems with the source text
(incomplete text, misspelled words,
poorly written text)
 Language problems ( dialect, slang)
 The problem of common words
(Expression or words that do not exist
in other language)

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MURNI INTERNATIONAL COLLEGE HCH 1213-5 /S49
The Implication of Supportive Skills
■ Supportive communication is an essential part of building
a trusting relationship with the patient.

■ For supportive interaction to be effective, it requires that

the health care providers listen to the kind of feeling
expressed by the patient, be aware of what that feeling
results from, and use supportive messages that address
the issues that elicited the specific feeling.

■ For health care providers, this will result in more

satisfying and enduring relationships with
patients.
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Differences between Translating and
Interpreting
Translating Interpreting
Involves written materials Involves spoken language
and body language
Use a good library of Listens to a speaker and
dictionaries and reference grasps the content, then
materials paraphrases his/ her

A good translator needs Need to have the ability

the ability to write well in of simultaneous
the target language interpreting

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THANK YOU

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