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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.

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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

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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

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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

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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

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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.

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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.

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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%

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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.

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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.

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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!

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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