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Cultural Considerations

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Amanda Kanaan

on 9 September 2016

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Transcript of Cultural Considerations

Cross-Cultural Communication

What skills are needed to build relationships?

Knowledge
Empathic listening
Awareness of our views and assumptions
Expressed genuine interest
Demonstrated trustworthiness
Commitment

Building Referring Relationships
Relationships are Powerful

Admit that you don’t know
Suspend judgment
Compassion-empathy
Keep assumptions in check
Embrace ambiguity
Celebrate diversity

Building Cultural Awareness
Additional Tips
Defined as: the ability to be open to learning about and accepting of different cultural groups

“If we are aware of our biases, we can correct them—as when driving a car that drifts to the right, we steer left to go where we intend."
-- Mahzarin Banaji

www://implicit.harvard.edu/implicit/

Cultural Sensitivity
Breaking the Cycle
Race
Involves physical appearance, such as:
Bone structure
Skin color
Eye color

Nationality
Where someone was born
Location where person holds citizenship

Ethnicity
Identifying with others, on the basis of:
Ancestry
Language spoken
Common genealogy

How is this different from the others?
Culture
Cultural Iceberg
"Culture is the collective programming of the mind which distinguishes the members of one category of people from another."

Hofstede, G. (1984). National cultures and corporate cultures. In L.A. Samovar & R.E. Porter (Eds.), Communication Between Cultures.

What is Culture?
Cultural Considerations for
the Medical Field


Amanda Chay

Challenge
Measure Success
New patient appointments scheduled
New patients seen (capacity)
Referral source report (reports marketing results)
Referring physician report (reports your results)

Show and Tell your results!

Cross-Cultural Communication
Communication is not purely about language

It is about how we:
get people to like us
put across a clear and logical message
create enthusiasm and passion
build trust
get people to do things

Cross-Cultural Communication
Building Relationships
requires same skills as
Building Cultural Sensitivity

Skills Needed
Trusting relationships are the glue
that hold people together as they
work on a common problem


Relationships are Powerful
Building Cultural Sensitivity
Step 2: Understand and Accept
Cultural sensitivity

Cross cultural communication skills

Necessary Items

What are the dangers to not understanding the significance that culture plays?

Stereotypes
Prejudice
Discrimination

End result is lost opportunity to enhance relationships

Dangers

Wait a minute, aren't culture and ethnicity the same thing?


Ethnicity deals with racial affinities

Culture is a shared set of ideas and
behaviors that reflect a way of life

Hold On...
“How are you today?”
Giving out business cards at meeting in China
“Saving face” in Thailand
Indirect speech in Mexico
Leaving food on the plate in India
Standing in elevators in the US
Sampling of Cultural Norms
Forces Shaping Culture
Why is Culture Important?

Missing Puzzle Piece
At the end of this session, participants will be able to:
Describe how the dynamics of culture impacts relationships 
Identify techniques to improve their cross-cultural communications skills  
Apply cultural sensitivity into physician liaison interactions

Objectives
Enhances relationships
Communication is more effective
Emphasizes common interests
Improves collaboration
Creates a climate conducive to understanding
Enriches life with shared knowledge

Why is Understanding Culture Important as Physician Liaisons?
Committed effort
Desire necessary
Risk making mistakes
Remove assumptions

Building Cultural Sensitivity
Step 3: Commit to Change
Building Cultural Sensitivity
Step 1: Become Aware
Learned and shared patterns of

Behaviors
Social interactions
Attitudes
Culture Involves

Communication with medical providers can be improved and relationships enhanced if physician liaisons can bridge the divide between the culture of medicine and the beliefs and practices that make up providers value systems. 

Every encounter provides the physician liaison with an opportunity to have a positive effect on their referring relationship. This potential can be maximized for the liaisons by seeking out additional education on the providers culture and interacting in a culturally sensitive manner. 

Learn how to improve your cross-cultural communication skills and enhance your cultural awareness at this presentation.
Presentation Overview
Knowledge
Behavior
Attitude
Culture
Culture
Collective
Relative
Learned
Ever Changing
Consider
Gender

Parent

Grandparent

Disability

Student
Consider
Religion

Race

Nationality

Sexual Identity

Age

Occupation
Consider
Military

Martial Status

Upper/Middle/Working Class

Urban/Rural/Suburb
Consider
Geographic Region

Ethnicity

Hobbies

Interests


Nonverbal Communication

Gestures
Eye contact
Head movements
Personal space
Smile
Touching

Verbal Communication

Silence
Directness
Questions
Interruptions
Pausing
Pitch

Cross-Cultural Communication Tips
Show a willingness to learn
Ask, ask, ask
Acknowledge what has been said
Practice active listening
Discuss issues as they arrive
When in doubt, play it safe
Avoid slang
Value diversity

Scenario 1
When speaking with a female physician, Shaun notices that the physician is avoiding looking at him directly. She responds to all of his inquires and asks her own questions of Shaun, but appears distant.

This goes on for three months. Shaun begins to feel uncomfortable and avoids speaking to this physician.

Scenario 2
Mid-December, Carrie has a discussion with Dr. Smith about his upcoming holiday plans. She asks him what he is going to get his wife for Christmas. Dr. Smith gives Carrie an angry look and walks off.

Scenario 3
Dr. Patel and Sarah have had a professional relationship for two years. Dr. Patel is a top referring provider for Sarah’s practice. During a visit, Sarah notices that Dr. Patel is wearing bindi on her forehead. Sarah can’t remember exactly what a bindi represents, so chooses to not say anything.

Challenge
Next 30 days: enhance awareness of personal culture and cultural sensitivity

Next 60 days: work on techniques to improve cross-cultural communication skills  

Next 6+ months on: apply cultural sensitivity into physician liaison interactions on daily basis

Questions & Comments
Thank You
Amanda Chay
achay@whitecoat-designs.com
(C) 813-447-9973

Ethnicity Sexual Orientation
Race Employment
Gender Immigration Status
Age Geographic Location
Spirituality Physical Ability
Education Socio-economic Status
Primary Language Profession
Country of Origin

One-to-one connections with each other are the foundation for change

In order to work with people from different cultural groups effectively, you will need to build sturdy and caring relationships based on
trust
understanding
shared goals



“Power comes not from the barrel of a gun, but from one’s awareness of his or her own cultural strength and the unlimited capacity to empathize, with feel for, care, and love one’s brothers and sisters.”

- Addison Gayle, Jr

What skills are needed to build
cultural sensitivity
?
Empathic listening
Awareness of our views and assumptions
Express genuine interest
Demonstrate trustworthiness
Commitment

Consider This...
Full transcript