Exercise #4
Building Relationships as the Foundation of Communication
Authors: Prof. Karmen Erjavec and Sabina Krsnik, MBA
30–40 minutes
Description
Practise empathic, culturally sensitive communication across three realistic healthcare scenarios — doctor–patient, doctor–nurse, and interdisciplinary collaboration. For each situation, choose the response that best builds trust, respect, and effective teamwork.
Methodological Guide
Objectives
Strengthen empathy and relationship-building skills in multicultural healthcare contexts. Develop awareness of how emotional tone and attitude shape communication outcomes. Practice formulating culturally sensitive and emotionally intelligent responses. Enhance teamwork and interdisciplinary respect through reflective learning.
Expected Outcomes
After completing this exercise, students will be able to: Identify empathic and culturally sensitive responses in doctor–patient, doctor–nurse, and interdisciplinary interactions. Justify their choice of response in terms of emotional tone, respect, and cultural sensitivity. Apply relationship-building strategies that strengthen trust and teamwork in multicultural healthcare.
Exercise Procedure
Introduction (5 minutes): The teacher introduces the role of empathy and respect as the foundation of effective multicultural and interdisciplinary healthcare communication. Individual part (5–10 minutes): Students read each of the three scenarios (doctor–patient, doctor–nurse, interdisciplinary collaboration) and choose the most empathic and culturally sensitive response. Group discussion (10 minutes): Students compare their choices in pairs or small groups, justify their reasoning, and reflect on the emotional impact of each option. Theoretical input (5 minutes): The teacher connects the scenarios to key concepts — empathy, emotional intelligence, and cultural sensitivity — drawing on the handbook's communication sections. Interactive scenario activity (5–10 minutes): Students role-play or rewrite one scenario using alternative empathic responses and share with the class. Summary and reflection (5 minutes): Students reflect on how empathy and respect influence trust, collaboration, and patient outcomes, and the teacher summarises key takeaways.
Mode of Implementation
Individual or pair activity, optionally followed by group discussion. Stage 1: Individual reading and selection of the most empathic response across three scenarios. Stage 2: Pair or small-group discussion comparing choices and justifications. Stage 3: Optional class discussion and teacher synthesis. Stage 4: Interactive quiz with immediate feedback.
Role of the Teacher
Introduce the role of empathy and respect in multicultural healthcare communication. Guide students through the three scenarios and facilitate group discussion. Highlight the differences between neutral, directive, and empathic responses. Summarise key takeaways linking empathy to trust, collaboration, and patient outcomes.
Theoretical Basis
This exercise builds on the handbook sections covering empathy, emotional intelligence, and intercultural communication. Empathy is presented as a multidimensional competence — cognitive, emotional, and compassionate — that underpins trust-building with patients and respectful collaboration with colleagues. Drawing on humanistic and intercultural communication theory, the exercise highlights how tone, attitude, and respect shape healthcare encounters and interdisciplinary teamwork.
Practical Application
Students engage with three realistic scenarios that mirror common challenges in healthcare: a patient refusing a procedure on spiritual grounds, a nurse frustrated by a new protocol, and an interdisciplinary team meeting where tension arises. For each, students choose the most empathic and culturally sensitive response and justify their choice, translating theory into concrete communication behaviour.
Knowledge Transfer
Students apply learned principles by: Recognising the emotional and cultural components of real-life healthcare interactions. Translating theory of empathy and respect into professional language and behaviour. Strengthening awareness of how relationship-building supports teamwork and patient outcomes.
Reinforcement & Reflection
How might the interlocutor feel when receiving an empathetic response? What differences can you notice compared to a neutral or emotionally distant response? How does empathy influence trust and collaboration in interdisciplinary communication?
Required Resources
Classroom or online platform, Paper and pencil
Assessment / Evaluation
Self-assessment: Reflection on own tone and emotional awareness. Peer feedback: Discussion of which empathic responses felt most authentic and professional. Teacher observation: Quality of reasoning and cultural sensitivity in student justifications. Interactive quiz: Immediate formative feedback on students' ability to identify empathic and culturally sensitive communication.
Practical Tips
Encourage students to draw examples from their own healthcare experiences. Emphasise emotional intelligence as a professional skill, not a personal trait. Ensure that feedback focuses on constructive communication rather than correctness alone.
Discussion Topics
How does emotional awareness influence professional credibility? In what ways can empathy strengthen interdisciplinary cooperation? What barriers prevent healthcare professionals from showing empathy?
Stage 1 — Empathic dialogue
Imagine a situation in which a patient or colleague from another culture expresses concern or resistance — for example, a patient afraid of a diagnosis due to cultural beliefs, or a colleague struggling with communication or different work practices. Write a short dialogue (4–5 sentences) showing how you, as a healthcare professional, would respond empathetically by: acknowledging emotions (e.g. "I understand this situation feels difficult for you…"); using active listening (e.g. paraphrasing to show understanding); and offering compassionate, culturally sensitive guidance (e.g. "Let's find a solution that respects your beliefs and our medical approach.").
- Your empathic dialogue
Stage 1 — Empathic dialogue
Imagine a situation in which a patient or colleague from another culture expresses concern or resistance — for example, a patient afraid of a diagnosis due to cultural beliefs, or a colleague struggling with communication or different work practices. Write a short dialogue (4–5 sentences) showing how you, as a healthcare professional, would respond empathetically by: acknowledging emotions (e.g. "I understand this situation feels difficult for you…"); using active listening (e.g. paraphrasing to show understanding); and offering compassionate, culturally sensitive guidance (e.g. "Let's find a solution that respects your beliefs and our medical approach.").
- Your empathic dialogue
Further Resources
Campinha-Bacote, J. (2002); Deardorff, D. K. (2006); Goleman, D. (1995); Hall, E. T. (1976); Samovar, L. A., Porter, R. E., & McDaniel, E. R. (2017); Silverman, J., Kurtz, S., & Draper, J. (2013)
Additional Remarks
This exercise bridges intercultural awareness with interdisciplinary teamwork, reinforcing that relationship-building is a core professional competence. It complements earlier empathy exercises by broadening the lens from nurse–patient interactions to the wider healthcare team.