Cultural Diversity and Healthcare
Course Overview
The public services are without doubt at the front-line of cross-cultural interaction. The healthcare service has to deal not only with domestic multi-cultural residents but also a transient population visiting from abroad. Customer service in a medical setting has a unique set of challenges. Not only does one have to think about the level of service being offered but perhaps more importantly what level of medical treatment is being delivered.
Getting it right is critical in the healthcare setting. Misunderstandings over language, body language, religious sentiments and many other areas can lead to sub-standard or even life-threatening results or medical treatments. Healthcare professionals also have to consider factors such as patient privacy, high volume and management of people in crisis.
Our Cross-Cultural Healthcare training course introduces participants to the basics of working across cultures, customer service, medical treatment and the specifics of providing them in a healthcare setting. This is an invaluable course applicable to anyone working with patients in a hands-on way.
Course Objectives
By the end of the course, participants should be able to:
- Appreciate the basics of working across cultures
- Understand areas such as language, proxemics, communication styles and areas of cultural variation that impact their roles
- Show an understanding of relevant etiquette/protocol
- Identify barriers to providing high quality customer service and/or medical treatment
- Apply techniques for dealing upset customers
- Demonstrate how to successfully request sensitive/personal information
- Rephrase blunt communication for better results
- Develop an action plan to improve their cross-cultural service skills
In short, this course will help anyone in the healthcare setting understand how to work more effectively with people from different cultures; improving their own skill-set as well as the patient’s experience.
Course Delivery
At Kwintessential we don’t use off-the-shelf manuals and courses. We strongly believe this approach is not effective nor is it value for money.
As a result we design and deliver courses for each of our clients after careful consideration; we take into account who we are training, their roles, their needs and their interests. For our Cross-Cultural Healthcare course we specifically need to understand the level of the people we are training, their roles and the specific functions they perform. From there we build an effective and engaging course and our trainer will come out to your location to deliver it.
Accept no substitutes!
The first step is to contact us and let us know what you are looking for. We will then walk you through the rest....
