Communication

This course is designed for WIC personnel and other health care providers who complete nutrition assessments. Awareness of cross-cultural communication allows WIC personnel to create a more rich and enhanced assessment and counseling experiences with clients. The goals of the course are to:

• Describe cross-cultural communication and why it is necessary in practice.
• Provide examples of effective communication techniques when completing nutrition assessments.
• Identify appropriate communication strategies when working with clients that have a language difference.

Content

There are three sections in this course:

• Section 1: Cross-Cultural and Communication Techniques
• Section 2: Communicating with Language Differences
• Section 3: Scenarios and Game

There are review questions at the end of section 1 and 2. These review questions will provide you with an opportunity to apply the knowledge and skills presented in these sections. In section 3, there are three scenarios that will allow you to apply the knowledge that you just learn. "The Effective Non-Verbal Communication" game is provided as a fun activity to enhance content retention. Finally, there is a posttest at the end of the course.

Intended Audience

WIC CPAs (competent professional authorities) who perform nutrition assessments for WIC participants. The course will provide overview information on cultural competence in relation to feeding and eating practices and is not intended to be inclusive of all information needed. Some contents may also applicable to health care providers and public health professionals who are communicating with clients from diverse background.

Learning Objectives

Section 1: Cross-Cultural and Communication Techniques

After completing this section, participants will be able to:

• Identify client demographics and their backgrounds.
• Recognize the importance of cross-cultural communication.
• Recognize how your culture and background may influence your communication skills during nutrition assessment.
• Identify communication challenges when working with multicultural clients.
• Identify ways to establish trust and build rapport with participants.
• Apply effective communication techniques when completing nutrition assessment.

Section 2: Communicating with Language Differences

After completing this section, participants will be able to:

• Describe the process of selecting and working with interpreters and language lines.
• Identify the appropriate strategies when communicating with clients that have language differences.
• Define low literacy and health literacy.

Section 3: Scenarios and Game

After completing this section, participants will be able to:

• Apply the practice of cultural sensitivity and critical thinking when completing nutrition assessment.

Pre-requisites/Learning Level

No Pre-requisites

Core Competencies for Public Health Professionals

Domain 3: Communication Skills

• 3A1. Identifies the literacy of populations served (e.g., ability to obtain, interpret, and use health and other information; social media literacy)
• 3A2. Communicates in writing and orally with linguistic and cultural proficiency (e.g., using age-appropriate materials, incorporating images)

Domain 4: Cultural Competency Skills

• 4A3. Describes the ways diversity may influence policies, programs, services, and the health of a community
• 4A5. Addresses the diversity of individuals and populations when implementing policies, programs, and services that affect the health of a community

Certificate of Completion

A certificate of completion is awarded on successful completion of this course. In order to successfully complete this course, you MUST score 70% or higher on the Posttest.

If you do not receive 70% on the posttest, you may review the material and re-take it. The posttest will become available for a re-take 2 business days after your first attempt.

 

Contact Hours/CEUs Offered

This course no longer provides continuing education by the Iowa Board of Nursing and the Commission on Dietetic Registration

Cost

Free

Modality/format

Online Self-Pace

Length

2 hours

Presenter(s) and/or Content Experts Planning Course Committee Members

Nor Hashidah Abd-Hamid, PhD; Urmil Aggarwall, MS, RD, LD; Brenda Dobson, MS, RD, LD; Dena Fife, MA; Pat Hildebrand, MS, RD, LD; Kim Staab, RN; Marilyn Alger, MSW; Janice Edmunds-Wells, MSW; Debra Kibbe, MS; Michele Devlin, DrPH; Mark Grey, PhD

Technical Requirements

• Adobe Acrobat Reader 
• Flash Player 
• Speakers

Registration requirements

Register a free account

Acknowledgements

The following organizations collaborated on the development of this course: United States Department of Agriculture (USDA), Food and Nutrition Service; Iowa Department of Public Health (IDPH)- Iowa WIC Program; University of Iowa College of Public Health Institute for Public Health Practice (UICPH-IPHP); and Region 7 Midwestern Public Health Training Center (MPHTC).

A special thanks also to our video dialogue models: Charles Dufano, Dena Fife, and Mary Klahn-Ramstad.

This project is funded at least in part with Federal funds from the U.S. Department of Agriculture, Food and Nutrition Service.

Course Redesign and Redevelopment (January 2019):

Nor Hashidah Abd-Hamid, Instructional Design and Development

Melissa Richlen, Audio and Video Production

Brett Borden, Narrator

Tim Beachy, LMS Coordinator

Creation and/or update

January 15, 2019

 

No matter how effective a leader/manager you already are, this course is designed to refresh and refine the skills needed to lead your teams to success in today's fast-paced and stressful health care environment.  By exploring effective leadership styles and strategies, this course provides specific tools to enhance leadership/management communication.

Intended Audience:

Learning Objectives:

By the end of the course, you should be able to do the following:

• Identify the differences between leadership and management, describe the tasks and essentials of effective leadership, and identify the differences between dissonant and resonant leadership styles
• Understand how and why well intentioned management strategies sometimes backfire, and how to keep that from happening
• Apply strategies that enable you to think, react, communicate, and lead with high levels of emotional intelligence
• Identify the majority reasons for low employee motivation and utilize strategies that motivate and inspire the workforce to maximize individual and group performance
• Understand ways to identify morale problems and apply strategies that ameliorate or reflect moral problems as well as negative mood contagion
• Increase your ability to promote ideas and plans through the application of specific persuasion and influence strategies
• Understand the qualities of an effective change manager
• Understand the characteristics and components of successful teams and apply strategies to enhance team communication

Pre-requisites/Learning Level:

None

Competencies addressed:

Communication 1.3, Leadership 11.1 and 11.8, and Team Building 16.3.  Utilize effective communication to facilitate team development.  Role model professional values, beliefs and ethics.  Establish an environment within the organization where employees feel empowered and supported.  Ensure that a process is used to share ideas, prioritize and formulate plans among groups.

CEUs Offered:

ASNA Nursing: 2.6 CEU and/or Social Work: 2.5 CEU

Cost:

Free

Modality/format:

Online Self-Pace

Length:

3 hours

Presenter(s) and/or Content Experts:

Technical requirements:

• Adobe Acrobat Reader 
• Speakers

Registration requirements:

Register a free account

Creation and/or update: October 16, 2012

Every job position has customers.  This webinar helps participants explore who their customers are.

Intended Audience:

General

Learning Objectives:

• Define who customers are
• Define service
• Explain RATER - the five service quality elements
• Discuss the communications/customer service connection

Pre-requisites/Learning Level:

No Pre-requisites

Competencies addressed:

Communications 1.5.  Provide clear and concise feedback that communicates expectations to peers, management, and customers. 

CEUs Offered:

Cost:

Free

Modality/format:

Online Self-Pace

Length:

1 hour

Presenter(s) and/or Content Experts:

Technical requirements:

• Adobe Acrobat Reader 
• Speakers

Registration requirements:

Register a free account

Creation and/or update: February 21, 2014

The purpose of this intermediate course is to acquire a conceptual framework with tools to manage diversity in the workplace as a way of improving service delivery, quality, and accessibility. It is expected that each participant will be able to identify their role in their own organization with respect to diversity and cultural competency and to position their organization as a leading organization in the delivery of culturally competent services.

Intended Audience:

Knowledgeable

Learning Objectives:

• To mange workplace diversity by enhancing communication skills
• To manage workplace diversity by enhancing conflict resolution skills with individuals and groups representing diverse cultures
• To manage workplace diversity by enhancing awareness, acceptance, and understanding of diverse health care beliefs and practices

Pre-requisites/Learning Level:

None

Competencies addressed:

Communication 1.4 and 1.6.  Express empathy and respond accordingly to meet the needs of the interaction or situation.  Apply appropriate methods for interacting sensitively, effectively, and professionally with persons from diverse backgrounds. 

CEUs Offered:

N/A

Cost:

Free

Modality/format:

Online Self-Pace

Length:

2 hours

Presenter(s) and/or Content Experts:

Technical requirements:

• Adobe Acrobat Reader 
• Speakers

Registration requirements:

Register a free account

Creation and/or update: October 16, 2012

This course covers the basics of communication techniques for the telephone.  Immediately following the review of the basics, this webinar will provide some additional information and tips to help improve your effectiveness when answering the telephone.

Intended Audience:

General

Learning Objectives:

• Recognize the importance of three critical values
• Learn three primary telephone skills
• Review basic procedures of answering a telephone
• Learn the importance of taking notes
• Learn what not to do when answering the telephone
• Learn more effective word usage
• Learn how to deal with challenging callers

Pre-requisites/Learning Level:

No Pre-requisites

Competencies addressed:

Communications 1.4.  Express empathy and respond accordingly to meet the needs of the interaction or situation.

CEUs Offered:

N/A

Cost:

Free

Modality/format:

Online Self-Pace

Length:

1 hour

Presenter(s) and/or Content Experts:

Technical requirements:

• Adobe Acrobat Reader 
• Speakers

Registration requirements:

Register a free account

Creation and/or update: February 21,2014

Contact: N/A
Phone: (206) 685-1130
E-mail: nwcphp@u.washington.edu

Description:
Do you find yourself struggling to communicate your public health message? This self-paced, interactive module is designed for public health professionals, especially those responsible for implementing environmental health programs. It introduces key communication strategies to help field workers successfully educate the public about environmental public health issues, communicate important environmental health information to diverse audiences, resolve conflicts, and market the value of environmental public health activities to clients and the public.

Objectives:

• Summarize the five components of the communication process
• Describe three skills important for effectively educating the public about environmental public health issues
• Explain four skills for communicating information to a variety of audiences
• Describe five key skills that are necessary for facilitating the resolution of a job-related communication conflicts
• Explain four strategies that are important for marketing the value of environmental public health activities to clients and the public

Delivery Modality:
Online course with interactive exercises

Intended Audience/Level of Training:

Public health professionals, especially practitioners who are responsible for implementing environmental health programs.

Course Length:
1.5 hours

Costs:
Free

Continuing Education Units (CEU):
1.5 contact hours of continuing education credits

Competency:
Communications 1.1 & 1.8. Listen actively and respectfully while acknowledging the thoughts and opinions of others.  Foster communication between health care providers and patients.

Launch:

External Training - Northwest Center for Public Health Practice

This course describes essential strategies to improve effectiveness when dealing with all types of interpersonal and group conflicts that may be experienced with co-workers, bosses, and employees in the workplace.  With the right strategies, even conflict-avoiders and in-your-face confrontational types will learn ways to increase their chances of achieving win-win outcomes, while improving interpersonal communication in the process.

Intended Audience:

Learning Objectives:

• Identify the benefits of adopting a "conflict manager's mindset"
• Identify the five predominate styles of conflict management and the situations when each is most appropriate
• Apply strategies to neutralize your own emotions as well as those of others
• Utilize the four-step conflict resolution process to achieve better outcomes to most simple conflicts
• Deal more effectively with complex or difficult conflicts through the use of seven "turnaround strategies"
• Understand the effects of turf battles on the functioning of state health departments
• Apply structural and interpersonal strategies to identify and resolve turf problems within the department
• Describe the three types of integrated effort that are more likely to be achieved when turf issues have been resolved

Pre-requisites/Learning Level:

No Pre-requisites

Competencies addressed:

Communication 1.3, Conflict Management 2.1, and Leadership 11.3.  Utilize effective communication to facilitate team development.  Apply problem-solving techniques to identify the problem, determine solutions and implement a solution/response.  Examine and evaluate problems and challenges for the organization.

CEUs Offered:

N/A

Cost:

Free

Modality/format:

Online Self-Pace

Length:

3 hours

Presenter(s) and/or Content Experts:

Technical requirements:

• Adobe Acrobat Reader 
• Speakers

Registration requirements:

Register a free account

Creation and/or update: February 21, 2014

The "Messenger Chronicles" online training series presents ideas for communication in difficult situations.  The "Managing Stress and Time" module, helps learners to recognize the symptoms of stress and the factors that may increase their susceptibility to stress.  Strategies to manage stress are offered in the scenario-based training.  Learners are also given a framework for managing and prioritizing tasks to help minimize "stress-causing" situations.  Job aids like the "Project Startup Tool" and the "Urgent/Important Matrix" are provided for learners' use.

"Managing Stress and Time" features strategies and frameworks used in real world situations that learners can apply to their own environments.  Open-ended and multiple-choice questions give learners the opportunity to reflect on the course content and compare their thoughts to expert recommendations.

Intended Audience:

Learning Objectives:

At the end of this course, you will be able to do the following:

• List four symptoms of stress
• Describe two ways people react to stress
• List some factors that affect a person's vulnerability to stress
• List and describe four ways to manage stress
• Explain the "myth of multi-tasking"
• Describe how the "Urgent/Important" matrix can be applied to your work
• List two reasons why a person may procrastinate

Pre-requisites/Learning Level:

None

Competencies addressed:

Communication 1.5.  Provide clear and concise feedback that communicates expectations to peers, management, and customers

CEUs Offered:

CHES to receive 1 Category / CECH in health education, 1 contact hour in nursing continuing education

Cost:

Free

Modality/format:

Online Self-Pace

Length:

20 minutes

Presenter(s) and/or Content Experts:

Technical requirements:

• Adobe Acrobat Reader 
• Speakers

Registration requirements:

Register a free account

Creation and/or update: October 17, 2012

This course invites learners to spend time thinking about and developing their own responses to a variety of ideas and situations about culture, communication and public health. Learners will explore the meaning of culture, methods of communications, and strategies for communicating more effectively.

Intended Audience

General

Learning Objectives:

• Give examples of discriminating and non-discriminating practices in providing public health services
• Recognize effective methods/strategies/techniques for unbiased communication
• Explain how effective cross-culture communication influences public health service and program acceptance
• Identify specific factors that influence and individuals or group’s acceptance of public health information and services
• Describe job-specific benefits and effective cross-cultural communication
• Define culture. Explain the importance of a diverse public health workforce
• Develop increased awareness of diversity
• Understand how and why stereotypes/generalizations are created
• Identify the cultural groups served by the unit/organization the participant represents

Pre-requisites/Learning Level

No pre-requisites

Competencies addressed

Communication 1.6. and 1.7. Apply appropriate methods for interacting sensitively, effectively, and professionally with persons from diverse backgrounds. Recognize cultural and linguistic differences when communicating and appropriately seek translation services and/or interpreter.

CEUs Offered

2.5 CHECH in health education, 2.5 contact hours in nursing, 2.5 hours general

Cost

Free

Modality/format

Online Self-Pace

Length

2.5 hours

Presenter(s) and/or Content Experts

Marita Murrman

Technical requirements:

• Adobe Acrobat Reader 
• Flash Player 
• Speakers

Registration requirements

Register a free account

Creation and/or update

October 17,2012

Contact: Brandi Bordelon
Phone: (504) 988-1342
E-mail: trdirect@tulane.edu

Description:

The "Messenger Chronicles: Effective communication strategies for difficult conversations" presents a new framework for communication in difficult situations.  This framework shifts focus away from managing "difficult" people towards and understanding of the process of difficult conversations and accepting responsibility for one's own performance.  Given realistic situations and real-world conversations, learners will experience communication strategies and practical techniques in context. 

The "Messenger Chronicles" is organized into a number of modules that simulate realistic conversations.  Many of the conversations are split into three sections:  Read, Think and Analyze.  Learners will read a conversation sand then will be asked to think about certain aspects of the conversation by answering questions or engaging in activities.  Further information can be gained from a interactive analysis of the conversation.

Objectives:

• List the four aspects of communication (content, context, conduct, and character) for which individuals are responsible
• Describe each step in the process of a difficult conversation
• Describe strategies for effective conversations
• Analyze conversations in terms of content, contest, conduct, and character
• Become more aware of their individual communication performance and strive for higher levels of performance.

Delivery Modality:

Online course

Intended Audience/Level of Training:

Public health professionals including nurses, physicians, and health educators.

Course Length:

This training is self-paced approximately 25 minutes.

Costs:

Free

Continuing Education Units (CEU):

CHES to receive 1 Category / CECH in health education, 1 contact hour in nursing continuing education

Competency:

Communication 1.1 and 1.3.  Listen actively and respectfully while acknowledging the thoughts and opinions of others.  Utilize effective communication to facilitate team development.

This presentation provides an overview of the theories behind social marketing, social marketing strategies, how it works, and examples of effective campaigns

Intended Audience:

Learning Objectives:

By the end of the course, you should be able to do the following:

• Understand social marketing.
• Social marketing theories and strategies.
• Principals and evidence of effectiveness.

Pre-requisites/Learning Level:

None

Competencies addressed:

Communications 1.9.  Share information that is understood by the average person using the media, various electronic technologies, and community networks.

CEUs Offered:

N/A

Cost:

Free

Modality/format:

Online Self-Pace

Length:

1 hour

Presenter(s) and/or Content Experts:

Technical requirements:

• Adobe Acrobat Reader 
• Speakers

Registration requirements:

Register a free account

Creation and/or update: October 17, 2012

This course covers the basics behind effective communications.  The "Total Package" of communication helps participants understand the components of communication.  The communication process, the importance of listening, and barriers to effective communications are also discussed.

Intended Audience:

General

Learning Objectives:

• Discuss the communication process
• Discuss the importance of listening
• Explain the barriers of effective communication

Pre-requisites/Learning Level:

No Pre-requisites

Competencies addressed:

Communications 1.1.  Listen actively and respectfully while acknowledging the thoughts and opinions of others.

CEUs Offered:

N/A

Cost:

Free

Modality/format:

Online Self-Pace

Length:

1 hour

Presenter(s) and/or Content Experts:

Technical requirements:

• Adobe Acrobat Reader 
• Speakers

Registration requirements:

Register a free account

Creation and/or update: February 21,2014

On completion of this course, the user will be able to demonstrate written and oral communication skills that are needed as a leader in a health department by:  identifying communication skills, listing effective presentation skills, and distinguishing different writing techniques.

Intended Audience:

Learning Objectives:

• Module 1:  Effective Interpersonal Communication - Distinguish the fundamental elements of message, explain the message model, identify tangible and intangible barriers, distinguish the levels of listening, describe the guides to good listening,and explain the key points of basic interpersonal communication
• Module 2:  Presentation Skills - Identify the objectives of a good presentation, Distinguish physical, mechanical, and paralinguistic aspects of a presentation, identify ways to open a presentation, explain three things audiences respond to most, create a checklist of presentation skills, identify correct ways of presenting visual aids, identify ways to close presentations, and list ways to answer questions during and after a presentation
• Module 3:  Good Writing Techniques - Differentiate among the states of writing, identify the proper use of transitions when writing, demonstrate appropriate use of descriptive adjectives, and demonstrate correct document formatting

Pre-requisites/Learning Level:

None

Competencies addressed:

Communication 1.2, 1.3 and 1.10.  Communicate effectively both in writing and orally with level appropriate for content and audience.  Utilize effective communication to facilitate team development.  Deliver organized and effective presentations or messages for diverse audiences and various purposes.

CEUs Offered:

N/A

Cost:

Free

Modality/format:

Online Self-Pace

Length:

3 hours

Presenter(s) and/or Content Experts:

Technical requirements:

• Adobe Acrobat Reader 
• Speakers

Registration requirements:

Register a free account

Creation and/or update: September 28, 2013