CBI Health Group Staff Education Sessions Social and Cultural Sensitivity

2 Why do we need to talk about this?  We live in a society increasingly aware of cultural and social differences  This discussion is not about dictating right/wrong ways to interact with specific groups  Purpose is to get you thinking about social and cultural sensitivity and your current attitudes and behaviours

3 Why do we need to talk about this?

4 How will this help me do my job?  Helps to develop a sense of trust between you and the client  Maximizes the efficiency of how you spend your time with the client  Client is more likely to disclose pertinent information  Increases client compliance in treatment protocol  Decreases stress experienced by therapist and client  Increases client and therapist engagement levels

5 Incorrect assumptions

6  Don’t assume sameness  Don’t assume normalness  Don’t assume that what you meant is what was understood

7 Dealing with cultural differences

8  The easiest way to learn about a different culture is just to ask!  Remember that the person is an individual and that all cultural characteristics do not apply to everyone of that background  Eye contact, emotional expressiveness, speech patterns, head movements, touching, and physical distance from you are just some of the ways that a client’s cultural background can influence his/her behaviour

9 Refusing treatment due to cultural beliefs  Adults have a moral and legal right to make decisions about their own health care  Each of you also has a responsibility to attempt to understand the basis for the client’s refusal and address those concerns  You also have a responsibility to make sure the client understands the possible outcomes of refusing treatment  Consider avoiding expressions like “you must...” and instead show clients their options and let them decide. Consider saying “some people in this situation would…”

10 Language barriers

11 Language barriers  Clients with limited understanding of English may feel embarrassed about not knowing what you have told them  Don’t always assume “yes” to mean yes and “no” to mean no, you may need to probe further to ensure they understand you  Speaking loudly isn’t going to help people who can’t understand you. It will probably only irritate them

12 Working with language interpreters  Often we forget that it is the client we should be focusing on, rather than the interpreter  Urge the interpreter to ask the clients to express, in their own words, what they understand has been said  While listening to the client respond, listen to the tone and look for non-verbal cues

13 Social Sensitivity

14 Social Sensitivity  We also need to ask ourselves whether we are sensitive to the needs of members of all socio-economic status groups  For example, if we treat illiterate individuals, are we ensuring that we are providing information on exercises and recovery in forms other than written word?  For example, if we treat homeless individuals, are we making any assumptions about access to resources that only people living in homes would have?

15 Exploring your biases and preferences  The next time you hear or see someone different from you, try to remember to stop and take a minute to probe your reaction  For example, when you see a man who appears homeless coming into the clinic for treatment, do you alter your behaviour and treatment approach? How so?  For example, do you find yourself getting upset when a client’s family members want to participate in the health decisions that you feel should be made by the client alone?

16 Going the extra distance  With relevant clients, do you identify and document the need for resources to overcome barriers? For example, poor literacy skills, lack of social support, etc.  What do you do to address these needs?