RESPECTING CLIENT & STAFF DIVERSITY

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1. Describe one’s personal belief system. a. Discuss the role of culture in developing a belief system. b. Explain what is meant by a belief system c. Identify the learner’s personal belief system. d. Identify extrinsic factors that may influence personal belief systems

Culture:  Provides rules for dealing with universal events.  Provides strength & stability  Is continual change  Is learned & then shared

 Culture is composed of common:  Lifestyle  Language  Tradition  Rules  Values  Culture is passed on from generation to generation

Those groups that an individual may belong to within a culture  Age-related  Work skills  Economics  Politics  Gender  Religion

1. Beliefs guide your behavior 2. Beliefs guide your communication

A. Cultural values pertain to:  Age  Gender  Family  Religion/Spirituality  Race  Time  Politics  Profession They support the belief and behaviors within each culture

B. Behavior/Practices They are guided by beliefs and passed on to encourage similar behavior C. Communication Patterns Each culture has verbal/nonverbal speech Tone, speed, volume, body language D. Methods of perceiving, judging, organizing life Choices are made day-to-day based on values and beliefs

What is your belief system?  Your religion  Your politics  Your ethics  Your work  Your ethnicity

 What are your cultural values?  What guides your behavior?  How does your cultural effect your communication style?  What is your belief system?  Religion  Politics  Health  Work  What are your similarities & differences?

 Birth country  Culture shock  Degree of acculturation  Merging cultures affected by:  Time in U.S.  Use of English  Rural/urban  Occupation  Education  Experiences  Socio-economics

 A Class Divided A Class Divided

 What did you learn?  What scene or scenes do you think you'll still remember a month from now and why those scenes?  Did any part of the film surprise you? Do you think someone of a different race, ethnicity, or religion would also find it surprising?

 What do you feel about "real life" connects with the experiment?  What have you seen or felt that is similar to what you saw in the film?  How might what you saw change the way you treat people?  How is the blue eyes/brown eyes exercise related to the Sioux prayer, "Help me not judge a person until I have walked in his shoes"?

2. Explain the belief systems and practices of diverse cultures.  List cultures found within a healthcare setting a. Describe the belief systems (cultural values, behavior practices, communication patterns, and methods of perceiving, judging, and organizing daily life) of ethnic cultures and subcultures. b. Describe the “isms” c. Describe belief systems related to gender. d. Describe belief systems pertaining to age.

“Culture provides the lens through which we view the world; the logic by which we order it; the grammar by which it makes sense.” - Kevin Avruch & Peter Black Anthropologists

NATIVE AMERICAN MAINSTREAM AMERICAN Family BondingIndividualism Sharing with OthersAccumulating for Self Present OrientedFuture Oriented Extended FamilyNuclear Family CooperationCompetition Acceptance of NatureMastery of Nature

AFRICAN AMERICANMAINSTREAM AMERICAN Family BondingIndividualism MatrifocalPatrifocal Presented OrientedFuture Oriented Spiritual OrientationPersonal Mastery

HISPANICMAINSTREAM AMERICAN Group EmphasisIndividualism Extended FamilyNuclear/Blended Family Person-to-PersonPerson-to-Object Acceptance/ResignationAggression/Assertion FatalisticMaster of one’s own fate Presented OrientedFuture Oriented

ASIANMAINSTREAM AMERICAN Group OrientationIndependence/Individual ism Submission to AuthorityResistance to Authority Extended FamilyNuclear/Blended Family TraditionInnovation Respect for EldersEmphasis on Youth Respect for PastFuture Oriented ConformityCompetition

 Culture is a way of life shared by a group of people. Many attitudes you bring to the workplace are shaped by your culture. To understand the extent of your culture’s influence on you, think about your parents’ values.  Have you adopted them?  Were the boys in your family taught typical male roles and the girls taught typical female roles?  Did socialization influence your career choice?  What do you identify with the most in your culture?  What do you consider are the strengths and weakness of your culture?  Did your parents value blending into a dominant culture or did they prefer to maintain a strong cultural identity?

1. Male to Female communication styles 2. Form of address appropriate to work setting 3. Workplace environment 4. Ethnicity & cultural values – gender FEMALES CARING FOR MALES

World War II – Men who value dignity at work. Have strong work ethic & drive to reach the top. Respect for leadership. Baby Boomers – Favor team approach, though driven to be the star of the team. “Me Generation” – strong emphasis on personal development. Impressed with authority, friendly relationships with their bosses.

Generation X – Grew up in single-parent household, “latch-key kids”, value independence in work place. Saw parents with high level of stress – emphasis on life outside of work. Not intimidated by authority, value diversity & personal expression. Millennial Generation – Internet Age. World is global & interconnected. Attitudes of hard work & innovation – World War II generation.

3. Explore personal responsibility as a healthcare worker to treat each person as an individual (customer service). a. Discuss cultural stereotyping b. Identify personal cultural prejudices c. Identify cultural interactions with team members and clients d. Discuss customer service skills

1. Cultural Stereotyping  Assumption  May be negative 2. Cultural Prejudices  Bias toward own culture  Cultural blind spot 1. Cultural interaction with team members  Conversation  Thoughts  Feelings  Physical interaction

List appropriate actions/behaviors that represent customer service skills: a. Smiling b. Patience c. Listening effectively d. Pleasant tone of voice e. Eye contact if appropriate f. Gentle touch

IDENTIFY RESULTS OF RECEIVING CUSTOMER SERVICE a. Cooperation b. Reduced frustration c. Increased self-worth

4. Discuss the appropriate workplace expectations to interact with team members and care for clients from diverse cultures, gender, age groups. a. Identify workplace expectations for team members and clients of diverse cultures, genders, and age groups

 Respect  Communicate  Verbal/non-verbal  Written  Clarify for understanding  Repeat as needed  Validate  Gender appropriate  Age appropriate

5. Using a problem solving process applied to healthcare situations, describe how healthcare employees can respect client and staff diversity a. Discuss the problem-solving process as applied to the issue of diverse cultures and their belief systems and practices in healthcare utilizing a team approach.

1. Identify 2. Gather information 3. Create solutions 4. Select/act on solutions 5. Evaluate/revise