Matching Pairs PreTest Culture and DiversityOnline version Mrs. Bush by Ashlynn Bush 1 When a patient complains you should: 2 Generalizations 3 Four steps to building trust 4 Active Listening includes 5 Characteristics of Socioeconomic Status 6 Biases 7 Stereotype 8 Another name for patients 9 Culture 10 Empathy Education Income Occupation made by automatically applying generalizations to every member of a group, or making generalizations about a group based on the behavior of a few individuals. Often incorrect, and in many cases are hurtful or derogatory. a system of shared attitudes, values, and beliefs of a particular group or society eye contact nodding not interrupting Customers The ability to understand someone else's feelings Empathy Respect Genuine Active listening feelings that lead to certain behaviors and treatment of others, can be unintentional Apologize Ask clarifying questions Try to see things from your patient's point of view - Used as a guide for studying and understanding culture- in health care - Often use the words “some” or “many” - Explore differences in people and are not used for judgment
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