Matching Pairs PreTest Culture and DiversityOnline version Mrs. Bush by Ashlynn Bush 1 Biases 2 Four steps to building trust 3 When a patient complains you should: 4 Active Listening includes 5 Stereotype 6 Empathy 7 Characteristics of Socioeconomic Status 8 Another name for patients 9 Culture 10 Generalizations - 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 Education Income Occupation a system of shared attitudes, values, and beliefs of a particular group or society Empathy Respect Genuine Active listening eye contact nodding not interrupting The ability to understand someone else's feelings Apologize Ask clarifying questions Try to see things from your patient's point of view feelings that lead to certain behaviors and treatment of others, can be unintentional 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. Customers
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