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Inclusive Communication for Careers in Healthcare Bridging Differences through Dialogue

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Very [Music]

[Music]

warm welcome to everyone who is with us today.

today.

I had seen in our chat participants from

literally every country of the world.

Very very happy to have you with us. We

are here today to discuss an interesting

topic inclusive communication for

careers in healthcare. Bridging

differences through dialogue. Uh I'm

sure this will be a very interesting

presentation by our speaker Elishva

Canali. Um I will allow her to introduce

herself in a minute. I just want to make

uh a small announcement. Uh after this

webinar is over, please remember to

complete the posteinar quiz. You will

receive a link to it after this webinar

is finished. By completing the quiz, you

will be entitled to receive a

certificate of participation in today's

webinar. Our certificates are usually uh

are used by our students on their

LinkedIn profiles in their resumes. So,

make sure you receive your certificate.

It will come to you in about two weeks

after you complete the uh post-weinar

quiz. So please please remember after we

finish the webinar to complete the

posteinar quiz and receive your

certificate. Also we will try to leave

some time um after the after this

presentation for your questions. There

is uh a section in our webinar platform

called Q&A. Please make sure you uh you

put your questions in this section. We

will not be able to look through the

chat to find your questions at the end

of the webinar. So we reserve the space

in Q&A section to uh get your questions.

We'll try to answer as many as possible.

So let's get back to our today's topic

and let's uh introduce ourselves. My

name is uh Veronica Semenova. I am the

department chair of general studies as

well as the co-curricular programmer

programming lead at the University of

the People. I've been with the

University of the People for over five

years already teaching various courses

and uh working on different committees

and um some of you may have already met

me during our co-curricular events.

uh I am usually here with you uh

discussing these interesting topics and

today we have a wonderful speaker with

us from our health science department

Elishva Canali please I'll let you

introduce yourself

thank you so much um everybody can hear

me okay I had a little technical

difficulty so I apologize for that

earlier but um thank you I'm Canaly and

I've been with the U University of the

People for eight years now, which hard

to believe, but yes, eight years. And

it's been a wonderful experience. Um,

I'm sure or maybe some of you have met

me um as an instructor in one of your

courses and I'm just really glad to be

here discussing this topic with you

today because it is such an important

component to delivering effective um

services whether it's health care

services or working as a public health

educator or anywhere in the realm of

health sciences.

or just everyday life.

Thank you so much, Alishva. It's a

wonderful introduction and I'm sure many

of our students have met us in their

courses as course instructors and if you

have, please let us know in the chat.

Tell us if you have been in one of our

classes before. So, Nil, let's change

the slides and we proceed with our presentation.

presentation.

So I will uh just uh make a note again

about the importance of

uh communication for careers in

healthcare. Whether you are currently

working in health care or preparing to

enter the field, um today's uh webinar

is designed to give you essential

communication tools that develop uh

equity and improve patient care. Our

main objective today is to help you

understand how culturally sensitive

communication skills influence this

field. Why is this so important? Uh

because in health care uh communication

is not just about exchanging

information. It's about building trust,

showing respect and making people feel

seen and heard, especially when they

come from diverse backgrounds.

Today we will focus on these three key

areas. building trust with patients,

families, and colleagues through

inclusive language and behavior.

Improving health outcomes by ensuring

patients feel comfortable sharing their

needs and concerns. And promoting

inclusion, which means that we want

teams and workplaces to be mindful of

how language, culture, and identity

shape communication.

I want you to think of this. Um maybe

you have been yourself in a situation

either personally or professionally

where a communication barrier created

misunderstanding or tension. Perhaps it

was due to a language difference or a

cultural assumption or even some

nonverbal clu cues that could have been

misread. These moments can be small but

their impact is significant especially

in the context of health care where

clarity and trust are vital and where

decisions have to be made quickly

sometimes because someone's life depends

on it. Um so imagine a doctor treating a

patient who speaks very limited English

and isn't familiar with the health care

system. Uh without inclusive uh

communication like using a trained

interpreter or being aware of cultural

health beliefs. there is a risk that uh

a doctor could misdiagnose the condition

or the patient would not comply with the

prescribed treatment because simply uh

they didn't understand it. Um so it

doesn't just affect the individual

patients, it reflects on the quality and

equity of care being delivered. So today

we will explore different practical

strategies to recognize and overcome

these barriers and I hope that by the

end of this session you will feel more

confident in in applying inclusive

communication principles in real life be

it health care settings or other uh

places uh where you need to avoid

confusion and misunderstanding.

Understanding cultural differences is a

critical part of inclusive communication.

communication.

Um, people's beliefs about health and

illness are shaped by their cultural

backgrounds. Uh, for instance, some

cultures uh prioritize holistic

approaches to health while others may

have specific taboos around discussing

certain illnesses.

uh it's often times that we hear of

stories of how different illnesses or

conditions are treated differently in in

different countries. So this is very

culture specific. Language barriers are

another significant factor. Imagine a

situation where a patient cannot fully

explain their symptoms due to a language

gap. In such case

uh health care providers must adapt by

using interpreters or visual aids to

ensure effective communication.

Um of course social norms shape patient

provider interactions as well. In some

countries uh women doctors face

difficulty interacting with uh patients

or vice versa. female uh patients might

not be comfortable receiving care from

from a male doctor and various other

types of social norms can be at play

which hinder uh receiving care. Um

one one example also is uh how we we

look at the age of the doctor or the

patient. I remember I was involved in a

in a study of uh very old patients. So

the oldest old people who are over 85

years old about their communication with

their providers with their health

providers. And most of these uh elderly

patients had uh a very strong uh

preference to be seen and treated by an

older doctor. they wouldn't trust a

younger practitioner to take care of

them. And we will talk about some

strategies to foster culturally

sensitive dialogue.

Um, first using open-ended questions to

encourage patients to share their

perspectives. For example, instead of

asking, "Do you take your medication?"

you could ask, "Can you tell me about

how you take your medication?"

So this invites more detailed responses

and allows uh patients to um to feel

more welcome to express uh what they uh

what they think and what their concerns

are. The second uh important point is

avoid making assumptions. uh just

because a patient comes from a

particular background doesn't mean they

hold specific beliefs. It is always

important to ask questions and to

understand the individual needs. So

never make assumptions based on how the

patient is presenting or what you think

their cultural background or social

background is. Always try to establish

communication and ask questions.

Um providing language support when

necessary. If you feel that the patient

has difficulty understanding or speaking

to you, try to include their relatives

that speak better language or

interpreters, translation services or

visual aids.

I am Thank you so much. Thank you. Thank

you. Um so moving on here with

strategies to fos foster culturally

sensitive dialogue. So this is a really

really uh important issue here. Um how

do we engage in culturally sensitive

communication? So it's very important to

start by asking those open-ended

questions. When you ask open-ended

questions, you provide an opportunity

for the person to explain their beliefs

or their preferences and their needs in

their own words. And it's avoiding assumptions

assumptions

that has to um take precedence as well.

I believe we all assume things when we

see people and it takes practice to get

rid of that uh that habit.

Excuse me. because what has worked with

one patient may not work with another.

So just because someone may be from the

same neighborhood or have the same

religious background, it really does not

mean that um their preferences and such

will be the same.

So providing language support and when I

was still on at the beginning I heard

Veronica talking about uh the importance

of having professional interpreters. So,

this is worth mentioning again. Um,

professional certified interpreters or

translators should be available when

you're working in an area where a

language barrier exists, not waiting to

find out, oh, this patient doesn't know

English and they only communicate in

their native language. Let me see what I

could find. Um,

very important to never rely on family

members, especially especially children

to interpret for you. Um, I have to say

that I've had this experience as a

patient and it was actually last week.

Um, I was in visiting the nurse and I

had to have my 13-year-old son translate

for me because the medical office did

not have an interpreter available. And

so being on that side of it, I realized

I I can't communicate what my needs are

and what the issue is. uh first of all

because I have a 13-year-old boy

interpreting for me and you know he

doesn't have the information necessary

the knowledge to be able to interpret

and uh Google translate is dangerous it

gives people a false sense of having the

ability to communicate and um more often

than not Google translate is not telling

the other person what you think you're

telling the other person which only

creates more of a divide and it breaks

down that trust. So it's also most

importantly you have to learn to respect

cultural preferences as well whether

it's about gender specific care,

religious practices or dietary needs

because respect when you're respecting

someone's beliefs and preferences that

alone is showing that you genuinely care

for that patient. And let's see if we

Okay, so we want to look at promoting

equity and trust through communication.

So equity and trust go hand in hand. Um

very rarely if someone is being treated

um unfairly or differently than others

are they going to trust the person

that's treating them that way. So in

order to build trust, you also have to

provide equity in care. So listening

actively and empathetically that gives

patients your full attention by just

giving a simple nod or saying something

like tell me more. That shows the

patients that you're listening to them.

Um, additionally, engaging in active listening,

listening,

listening actively is when the patient

has presented their issue to you and

it's your turn to speak. You're not

interrupting. And just saying to the

patient, well, what I hear you telling

me is, and then you repeat back to them

what you believe they said. And this

gives the patient um the opportunity to

say, "Yes, exactly. You get it. This is

what I'm telling you." Or for the

patient to say, "Oh, no, you

misunderstood me." Um this this

simple act, this simple practice of

active listening um is an invaluable

tool in your um inclusive communication

toolkit. Um, so it's also very important

to tailor your communication. So adjust

your language, tone, delivery based on

the patients needs and comprehension

level. Um, there are people that

you'll realize you maybe want to speak a

little bit slower or more clearly

engaging in eye contact. while another

patient um you might be able to see from

their body language that this person is

getting impatient because I'm talking

too slow or this person might be looking

at me strange because I'm staring them

dead in the eye. Um, so being aware of

not only your own um body and your your

own non-verbal communication, but be

attentive to the cues that the patients

are or the person that you're with is

giving off as well. Okay? And always

always encourage feedback. You ask

patients if they have any questions. You

want to make sure that your patient

feels safe to tell you, "I don't

understand. Could you explain that to me

again?" Um, because if the patient can't

engage in this this type of

communication with you, they're going to

leave that appointment not not feeling

that they've gotten anywhere or that

their needs have been met. So, and now

if you could move to the next slide,

please. Thank you. So, building trust.

This is we we've been building up to

this. Building trust with a diverse

patient. So, building trust with a

diverse patient. You want to think about

a patient from a different cultural background.

background.

So, imagine you have this patient and

they have a limited grasp of English or

whatever the native language is in uh in

your setting. Um so they may be hesitant

to take a prescribed medication because

of traditional beliefs. Their their

community moreover people don't take

pharmaceutical medications. They rely

mostly on uh traditional holistic

remedies. So that can be a challenge

because you're facing both the language

barrier and differing like health world

views. So what would be the solution?

Um, again, as we've touched on a number

of times, bring in a qualified certified

interpreter. Engage the patient in a

culture, culturally sensitive dialogue,

and try to find common ground. Ask about

their beliefs, find common ground, and

you can educate without being

dismissive, without dismissing their

perspective. You can also encourage them

to educate you on what their beliefs are

and that's where you'll find the common

ground because trust is built just one

conversation, one respectful interaction

at a time.

Okay. So, and then moving on to the next

slide, please.

Okay. So,

excuse me. Practical tips for inclusive

conversation. So right up there at the

top that was being is what we discussed

a little earlier to be mindful of body

language. Being mindful of body language

is so important because it often

communicates more than our words and

it's interpreted differently across

cultures. I don't know how many of you

have had the experience when you go to a

medical provider and your doctor is

standing next to the door leaning on the

counter. He's not engaged. he or she is

not engaged. They're not listening to

you because they want to leave and go on

to the to the next room to the next

person on their schedule. Um, excuse me.

Use plain language.

You don't need to impress anybody by

using big huge terms to show that your

education and your knowledge is valid.

Um, it can be confusing and

overwhelming. It can come across as

being very dismissive and condescending

when you are using technical language

with somebody who doesn't understand the

technical language because that's not

their field of expertise.

Um, you should always validate your

patients feelings as well. You should

acknowledge their fears, acknowledge

their preferences, their lived

experiences, and and be mindful of the

way you sound so your tone is not

condescending or sarcastic.

Finally, it's it's incredibly important

to commit to continuous learning. It's

you don't attend a session of cultural

competence and check the box because

this is an ongoing journey of listening,

unlearning sometimes and growing.

I'm going to move on to the next slide, please.

as we begin to wrap up this portion of

the presentation,

I encourage all of you to reflect on a

few key takeaways. So number one,

inclusive communication is essential for

building trust and achieving equitable

care. Cultural understanding enhances

every patient interaction

and small changes in how we speak and

how we listen make a huge difference and

I just want to thank all of you for your

time and attention. I'm sorry about my

technical difficulty

technical difficulties, but most

importantly, I want to thank you for

your commitment to attending these

co-curricular sessions and improving

uh the community and the world at large

by taking this knowledge with you. So,

thank you so much.

Thank you so much. I'm so sorry there

was a technical glitch with your

computer, but uh honestly, the

presentation didn't suffer. So I think

we have given our students a very good

presentation and lots of useful

information on how to use these

strategies for better communication

uh once they go into the field or if

they're working in the field already.

These are important things to know and

um I was very happy to hear of your own

example and just you know realize how

being on the other side of the equation

feels for a patient and it is so true.

uh not being uh on the same level or on

the same language with a health care

provider is a significant

um significant difficulty to expressing

what we need to getting the care we

need. So we need to be very mindful of

people who come to seek uh help to make

sure that they can express themselves

that we understand their cultural

backgrounds as well as their language.

So this is very very important for

everyone to to keep in mind. Again I

will remind everyone to complete the

posteinar quiz to earn your

participation certificate. So, um, we

have some time left to take a few of

your questions from the Q&A section.

We're going to head right in and start

looking for good questions to answer.

Um, but uh, yes, remember when the

webinar is finished, you will receive a

link to a posteinar quiz and you can

earn your participation

certificate. I'm seeing a question um

whether this is mandatory for students

in business administration. No. Uh the

co-curricular webinars are not mandatory

for any students. They are uh the extra

learning experiences and sessions that

are provided to enhance your knowledge

and to uh prepare you better for your

professional roles. So today's webinar

was focused more on health care and thus

applies more to health science students.

But of course we're open to students

from all departments. And if your

professional life is on the border of

health care and business or health care

and computer science, of course we want

you to be involved and to know these

strategies and to be able to communicate

in the field uh as well. So let's see

the questions. Elishva, are you able to

see any um questions?

Um I am actually um I had to switch to

my phone. So

I'm not even sure. Could you see me

while I was while I'm presenting now?

Which says, "What are some examples of

effective open-ended questions that

health care providers can use to better

understand a patient's unique needs and concerns.

concerns.

So I've given one example during our

presentation. instead of asking uh are

you taking your medication to ask uh

you know more details about about that

medication. So to for example to to to

say um

what what are your uh how do you feel

about taking this medication or um to to

direct the question to allow the the

patient to open up a little bit more?

Could you give us any other examples on

what these open-ended questions could be?

be?

Yes. Uh yes, absolutely. Um when uh

someone comes into the healthc care

setting um and

they they come in to see to see you. An

open-ended question could be um what is

it um what brought you in here today?

What what motivated you to come and seek

care today? and ex my stomach is upset

and you you can continue that by saying

oh I'm sorry to hear that is can you

tell me how long this has been going on

and by

what kind of pain is it can you tell me

a little bit more about what kind of

pain you're experiencing or

correct correct letting the patient take

on from the question and open up a

little bit more this is this is what we Um

I see another question. In many cases if

it is seen that a patient is previously

known to the doctor or staff they given

comparatively more attention which may

make other patients feel they are not

receiving equal importance. Is this

right? Um

surely not surely not right. every

patient should be receiving uh equal

attention and u and equal equal time to

for their appointment. It just so

happens that sometimes health care

practitioners I think uh are dealing

with patients who become more

comfortable with them and can use can

become more communicative and can uh

stretch the appointment time a bit

longer. Uh what do you think about this?

Absolutely. Um this does happen quite

frequently and as the practitioner um in

the health care setting this is

something to be really mindful of uh

because inclusive and communication also

means effective communication. So you

you have to develop the skill to um cut

those conversations short to keep the

appointment on track because ultimately

it will lead to having to um take time

away from someone else's appointment

otherwise the practitioner will be five

hours behind by the end of the day and

that's just unacceptable as well.

That is so true. Another interesting

question, how can we avoid

unintentionally offending patients from

different cultural backgrounds while

still asking necessary medical

questions? What a lovely question.

I think I will allow you to answer, but

I will just say from my perspective as

someone with a PhD in health psychology,

you start by apologizing. You say I

apologize for asking uh perhaps a very

sensitive question but I need to know

what what is your take on this Elisha? 100%

100%

humility. Be humble. You don't know

everything. And it is very important.

It's part of respecting the patient's

beliefs, respecting their person, and

that you say, "I am really sorry. I'm

not familiar with X Y and Z and I do

need to know this information and I

apologize if it's uncomfortable but

please uh speak freely with me and help

educate me.

Absolutely. So important humility being

humble. I love that you've mentioned

that none of us can know everything and

of course we we often deal with people

from different cultural backgrounds and

so we start with saying I'm sorry but I

don't know about this or I apologize in

advance for asking perhaps a wrong

question but I really need to know this

information. So this this is important.

Let's see. I have I have one one little

thing I'd like to to interject here

regarding that. I remember in the

patient care setting, I'll say this

really quickly, um I had a patient who

was uh a religious uh Muslim and the um

assistant was insisting that they rinsed

with me with mouthwash that contained

alcohol and was getting upset with with them.

them.

And once I explained to her, I asked

him, I said, you know, is it okay if if

we explain this to her? And it just made

such a huge difference. And later she

told me, I never thought of that. I

thought he was just being difficult.

It was incredible.

Absolutely. There there is always a

reason why a patient is

um resisting something. So in uh most of

the cases there is this cultural

sensitivity or a certain uh certain

reason in the beliefs of the per of the

patient that guide their behavior. So it

is so important to understand um

I just saw another question and then it

it scrolled away from me. Um

the chat is moving fast. It is honestly

it's moving so fast and I just thought I

saw something interesting. Um,

imagine a situation where you don't have

an interpreter to help you and the

patient is in severe pain. How will one

So when goes back to um one thing I I

touched on if you are in a community

where there is a population that doesn't

speak the native language

you should have the phone number for a

telephone interpreter.

That's a must. That is a must because

situations like this come up. I mean, I

was working when I was working in uh

prison uh for many years and I had a

patient who spoke Mandarin. Um well, I

have a lot of I had a I was living in

California at the time. I had a lot of

people that spoke Spanish and English,

but nobody spoke Mandarin. And he was in

a lot of pain. But we have to have these

tools in order to meet the needs of the patients.

patients.

Yeah. Absolutely.

There is a lot that we can do to prepare

in advance. Knowing what type of

community uh we are serving. So having

an interpreter on dial sounds like like

a great solution. Um but also of course

there are situations where a patient

might be nonresponsive. So um I think

doctors uh take decisions sometimes

without speaking to a patient and this

we we need to keep that in mind in

emergency situations where the life uh

depends on seconds of a decision. There

is no time for for for any uh

communication. the doctors take the risk

of saving the life of a patient the best

way they know.

Um I see a question as well. Um I am a

paramedic and here in Qatar we speak and

explain in Arabic in emotionally intense

health care settings like the A andd

NICU or ICU. How can inclusive

communication practices be adapted to

support not only diverse patients and

families but also multicultural medical

teams under stress? Very good question

about multicultural teams under stress.

Uh in today's hospital environment, you

are likely to work with people coming

from a lot of different backgrounds. And

of course when we talk about

communication in health care, we are not

only talking about communication between

health care providers and patients.

Sometimes it's communication between

different health care providers who may

have very different sets of cultural

beliefs. So what is your advice on this?

how how to play in a team which is multicultural

multicultural

and diverse.

Again, humility and respect. You want

your teammates to respect you and

respect your beliefs

and so you should reflect that back. You

should respect your teammates's beliefs

and cultural and preferences, you know,

cultural preferences and religious

preferences and communicate as a team

because you're all there with one shared

goal and that is to provide care,

de-stress the situation and support the

patients and their family.

So true. Respect and communication are

the two key points that we have to

stress, especially in a in a workplace

setting, in a health care setting,

respecting your colleagues um and

communicating with them. Sharing

something about your cultural beliefs

and what your social background is is

also important to allow other people to

open up and share things about

themselves. So I think this is a very

very important thing to consider. Um my

question here is sometimes the patients

are very arrogant. So in such scenarios

what are the suggestions

uh can you give us to calm such people down?

Yes. Um

number one

do not take it personally.

Keep in mind that your patient may be

arrogant because they were not treated

uh respectfully by a previous healthcare

provider. They were not maybe not taken

seriously. So by engaging with your

arrogant patient who's I've had people

patients talk to me like I was an

complete fool. Um, and by just

maintaining appropriate body language,

caring, kind, inclusive, respectful communication,

communication,

I'd say nine out of 10 times by the end

of the appointment, we were great and

the arrogance was gone and they thanked

me for listening to them and caring for them.

them. Absolutely.

Absolutely.

There is always a reason for this

arrogant or rude behavior. So as you

correctly say either the patient was

mistreated before or they are

um perhaps in in a very urgent situation

they don't have time for a lot of uh

explanations and they have some

troublesome symptoms or you know there

is always a reason for uh certain

behaviors. Another question here uh what

solution would you render to a patient

who preferred to be attended to by the

same sex? This as we said happens in

many many uh cultures where female

patients are not allowed

uh to see uh male practitioners.

Um so this is a very frequent situation.

Uh what is your response to this?

My response is to respect modesty laws

that are very important to people. If um

if there's a woman and because of

modesty laws she's doesn't want uh the

male practitioner,

find a female practitioner. If it this

is an emergency life and death situation,

situation, um

most religions that have modesty laws,

life and death comes above everything

else. And so then it's it's moot. But if

you can respect by finding another

practitioner or if it's urgent or excuse

me non-urgent and say you need to rebook

their appointment for Tuesdays when

there's the female practitioner, then

you do that.

Absolutely. So correct. I'm just seeing

um not a question but a complaint in our

Q&A saying some of us we have been

attending all the webinars but we don't

receive our certificates. I'm so sorry

to hear that because we send out a lot

of certificates after each event. But

please make sure that you are

registering and completing the post quiz

with the same email because we match the

email on your registration and how you

complete the postquiz uh webinar. It has

to be the same email for you to receive

the certificate. So please please pay

attention to that and please send us an

email. If you have attended all the

webinars as you say but have not

received the certificates, send us an

email about that. We will look into it

and we will issue whatever certificates

you are missing. We are happy for our

students to receive certificates and we

do our best to provide them. Another

nice comment I'm going to read. I'm a

computer science student. I thought it

was just about health, but I've learned

a lot on proper communication generally.

But please can a program like this be

arranged for those in computer science

and other discipline? We do our best and

we try to listen to you on the topics of

our next webinars and we actually just

recently um sent out a student poll to

guide us on the topics of our next

events and many of you have participated

and we're very grateful for that. So the

schedule of our webinar events for next

year has been completed. It's been

finalized. You can find it on the mood

page of co-curricular programming

center. And all events for the next

academic year are there. So please go

ahead and look at them. Mark those dates

which are interesting for you and please

come and join us for these events. So

our time is up. Unfortunately it passes

very quickly. Again, I remind you to

complete the posteinar quiz so you can

receive your certificate of

participation. It was a pleasure to have

you all with us and my

sincere thanks to Elishva for sharing

her insights and such interesting

information with us. Thank you so much

for being with us and being our

presenter. We greatly appreciate it.

Thank you for having me.

Thank you. Thank you. And I look forward

to more events with you that we will

discuss and hopefully schedule for the

coming months and next academic year.

Thanks everyone. I wish you a good day,

evening, morning, wherever you are.

Please remember to fill out your uh quiz

and receive your certificate. Goodbye

from me. Thank you all for attending. Bye-bye.

Bye-bye. [Music]

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YouTube Transcript:Inclusive Communication for Careers in Healthcare Bridging Differences through Dialogue

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Inclusive Communication for Careers in Healthcare Bridging Differences through Dialogue