1
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System
Sponsored by California Distance Learning Health Network
Immunization Registry Train-the-Trainer Workshop
Cultural Sensitivity in Medical Offices
Camille PrimmProfessional Trainer, PrimmTime Communications
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 2
Immunization Registry Train-the-Trainer Workshop
Diversity in the WorkplaceRaise level of awareness about importance of sensitivity to diversity of health care workers.
Provide language around topic of diversity.
Learn tools to work effectively with a diverse customer base.
2
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 3
Immunization Registry Train-the-Trainer Workshop
What Exactly Is “DIVERSITY”?
Diversity refers to all the ways that individuals are unique and differ from one another.
Broken down into PRIMARY and SECONDARY characteristics.
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 4
Immunization Registry Train-the-Trainer Workshop
Examples of DiversityAgeRaceMarital StatusEducationProfessionReligionGenderLanguage
LifestyleLife ExperiencesGeographic LocationEye ColorSexual OrientationDisabilityEconomic StatusLikes/Dislikes
3
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 5
Immunization Registry Train-the-Trainer Workshop
Primary Characteristics:Qualities We Are Born With
GenderEye ColorHair ColorRaceBirth Defects
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 6
Immunization Registry Train-the-Trainer Workshop
Secondary Characteristics:
ReligionEducational LevelParental StatusGeographic LocationSocioeconomic Status
4
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 7
Immunization Registry Train-the-Trainer Workshop
What Exactly Is “CULTURE”?
Patterns of Daily Living by a Group of People
Learned Consciously or Unconsciously
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 8
Immunization Registry Train-the-Trainer Workshop
Examples of CultureLanguagePracticesCustomsFoodClothingReligionSuperstitions
ArchitectureHoliday CelebrationsFamily UnitDating RitualsArtGoverningMusic
5
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 9
Immunization Registry Train-the-Trainer Workshop
Cultural Diversity Statistics for California
34.3 Million Residents
2.3 Million African-Americans - 6.7%4.3 Million Asian/Pacific Islanders - 12.5%11 Million Hispanics - 31.5%16.7 Million Caucasians - 48.3 %300 Thousand “Other” - 1%
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 10
Immunization Registry Train-the-Trainer Workshop
Barriers to Accepting Others
Perceptions
Bias
Prejudice
Stereotypes
6
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 11
Immunization Registry Train-the-Trainer Workshop
PERCEPTION
Thought resulting from a feeling. Based on opinions, likes, dislikes, attitudes, beliefs, values and rationalizations.
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 12
Immunization Registry Train-the-Trainer Workshop
BIAS
An inclination - either for or against -an individual or group that interferes with impartial judgment.
7
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 13
Immunization Registry Train-the-Trainer Workshop
PREJUDICE
Pre-judging a person or group without sufficient knowledge.
Frequently based on stereotypes.
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 14
Immunization Registry Train-the-Trainer Workshop
STEREOTYPE
An oversimplified generalization or mental picture about a person or group without regard for individual difference.
8
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 15
Immunization Registry Train-the-Trainer Workshop
Components of Communication
Tone of Voice
Body Language
Spoken Language
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 16
Immunization Registry Train-the-Trainer Workshop
Spoken Language – 7%
Tone of Voice – 38%
Body Language – 55%
9
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 17
Immunization Registry Train-the-Trainer Workshop
Foundations of Communication
Showing Respect
Demonstrating Empathy
Being Genuine
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 18
Immunization Registry Train-the-Trainer Workshop
RESPECT
Accepting people without necessarily agreeing with them.
Genuinely valuing and supporting without patronizing.
10
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 19
Immunization Registry Train-the-Trainer Workshop
EMPATHYAccurately understanding people’s feelings.
Recognizing an individual’s needs.
Showing sensitivity to the content, nature and intent of people’s concerns.
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 20
Immunization Registry Train-the-Trainer Workshop
BEING GENUINEBeing sufficiently aware of self to behave in ways that are aligned with inner feelings and thoughts.
Being aware of own limitations in interacting with others.
11
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 21
Immunization Registry Train-the-Trainer Workshop
Bridging DiversityLearn about other cultures.Be willing to accommodate.Be open and flexible.Challenge perceptions.Practice active listening.Avoid judging.Be patient.
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 22
Immunization Registry Train-the-Trainer Workshop
Bridging Diversity (Cont’d)Practice effective communication skills.Look for similarities.Show respect.Understand your biases.Avoid slang.Embrace differences.See diversity as a STRENGTH!
12
Presented by California Department of Health Services, Immunization Branch, Statewide Immunization Information System Sponsored by California Distance Learning Health Network 23
Immunization Registry Train-the-Trainer Workshop
“Diversity is the one true thing we all have in common. Celebrate it every day.”
- Anonymous