Managing Diversity in Health Care Proven Tools and Activities for Leaders and Trainers

by Gardenswartz, Lee; Rowe, Anita

• ISBN13: 9780787940416
• ISBN10: 0787940410
• Edition: 1st
• Format: Hardcover
• Copyright: 1998-06-16
• Publisher: Jossey-Bass

Summary

Cultural Diversity as a Strategic Advantage This insightful and practical work should be required reading for managers, physicians, nurses, allied health caregivers, and support staff, in order to overcome barriers to communication and change in dealing with an increasingly complex patient and employee base. I highly Andorse this excellent book written by these outstanding authors. --Donald R. Oxley, vice president and executive director, Kaiser Permanente As reflected in new cultural competency requirements for health care organizations, sensitivity to and understanding of cultural diversity have become mandatory for health care professionals. However, most health care professionals have little or no training on how to deal with the challenges of cultural diversity. With Managing Diversity in Health Care, you'll learn effective strategies fundamental to creating a culturally diverse health care organization. This essential handbook provides you with the necessary knowledge and tools to become more responsive to culturally diverse patient and staff populations. The authors show how to build diverse teams, deal with the thorny issues of prejudice and bias, and communicate effectively within a diverse health care setting.

Author Biography

ANITA ROWE Lee Gardenswartz and Anita Rowe are partners in Gardenswartz and Rowe, a consulting firm specializing in management issues such as diversity, stress, and team development. They are the authors of Managing Diversity: A Complete Desk Reference and Planning Guide (1993). 17 02 Twenty percent of the physicians practicing in the United States are foreign trained. Minorities make up the majority population in six of the eight largest metropolitan areas within the United States. In California, Medi-Cal Managed Care providers are now required to give culturally appropriate and linguistically competent services. Yet, most health care professionals have little or no training on how to deal with the challenges of cultural diversity.Managing Diversity in Health Care offers professionals an essential handbook for learning to become more culturally sensitive and responsive to both coworkers and patients in order to deliver quality health care services. Written by Lee Gardenswartz and Anita Rowe, two of the country's top experts in cultural diversity in the workplace, this vital resource explains how to build productive work relationships, deal with complex issues of prejudice and bias, and communicate effectively within an increasingly diverse health care setting.Chapter after chapter is filled with practical information, helpful suggestions, effective strategies, and models and checklists that are fundamental to creating a culturally competent health care organization. The book includes critical knowledge on a wide range of topics:? Common misunderstandings that often occur in a cross-cultural environment? Standards of privacy; the importance and criteria of status; beliefs about the body, healing, and dying; and other cultural factors that influence the health care experience? Culturally sensitive ways to solicit relevant information? Strategies for minimizing the negative effects of stereotyping? The seven essential steps for affecting long-term organizational change? Examples of real-life solutions implemented by health care organizations? A current listing of the most useful books, videos, articles, newsletters, and published training materials on the topic of diversityWith this book as a touchstone, staff at all levels?e

Table of Contents

Acknowledgments	xi	(2)
The Authors	xiii	(2)
Introduction Wholeness and Well-Being: In the Eye of the Beholder	xv
Organization of the Contents
How to Use This Book
1. Why Diversity Is Good for Business: Marketplace and Workforce Issues	1	(12)
Demographic Changes: An Increasingly Complex Patient and Employee Base
What These Population Shifts Mean to Health Care
Meeting New Contractor and Managed Care Requirements
Analyzing the Challenges and Opportunities That Diversity Brings
2. The Dimensions of Health Care Diversity	13	(25)
Personality: The Unique Core
Internal Dimensions of Diversity: Powerful Influencers of Identity, Opportunity, and Expectations
External Dimensions
Organizational Dimensions
Analyzing the Impact of Diversity Dimensions in Your Organization
Analyzing the Impact of Your Own Diversity Dimensions on You as a Health Care Professional
Analyzing Your Own Attitudes Toward Differences
3. The Truth About Cultural Programming	38	(24)
Realities of Cultural Programming
Dimensions of Culture That Influence Behavior
Questioning and Expanding Your Own Assumptions
4. Achieving Practical Cultural Literacy	62	(39)
Factors That Influence Adherence to Norms
Definition and Perception of Illness and Health
Key Cultural Values Affecting Care
Non-Western Treatments
The Best of Both Worlds
Beliefs About Illness, the Body, and Its Functioning
Childbirth
Death and Dying
Family and Its Role
Cultural Beliefs About Health, Disease, and Healers
5. Improving Communication in Diverse Environments	101	(36)
Language
Other Aspects of Communication
Assessing Intercultural Hooks That Block Communication
Learning About the Cultures You Serve
Getting Your Message Across: Directions and Feedback
Soliciting Information
Communicating Across Language Barriers
Getting Help in Interpreting
Culturally Sensitive Medical Interviews
6. Removing Stereotypes That Block High-Quality Care	137	(13)
The Realities of Stereotypes
The Realities of Human Nature
Managing Your Biases: Suggestions for Fighting Stereotypes
7. The Diversity Leadership Challenge	150	(25)
The Essentials of Diversity Leadership
Leadership Fulfilled: Steps Toward Lasting Change
8. Overcoming Barriers to Change	175	(28)
Making Your Diversity Efforts Pay Off
Organizational Barriers to Diversity
9. Creative Organizational Problem Solving	203	(18)
Demographics-Driven Marketing
Kaiser Permanente Southern California Mentoring and Coaching
Providing Health Care to the Underserved: A Revolutionary Plan
A Systemic Commitment to Caring for the Underserved
Resources	221	(24)
Books About Diversity in Health Care
General Books About Diversity
Books About African Americans
Books About Men and Women and Gender Differences
Books About Latinos
Books About Other Groups
Books About Customer Service and Marketing in a Diverse Environment
Structured Experiences, Games, and Training Activities
Diversity Videos and Films
Diversity Assessment Tools and Instruments
Periodicals, Journals, and Newsletters
Web Sites and Other Resources
Notes	245	(10)
Index	255