1. Cultural Interactions How to negotiate the clinic/patient relationship

2. Objectives List 4 beliefs that affect your interactions with patients in a positive and negative way Identify a plan to maintain the momentum of the training Demonstrate effective and ineffective behaviors through role plays Define the clinic culture we want to portray

3. Why did I title this presentation Cultural Interactions? Remember that culture is learned behavior and beliefs

4. My first day on the job A. I felt confident and knew where and what I should be doing B. I felt unsure of where I should be and what I should be doing but was confident I would learn what was expected C. I felt terrified and knew I would never get it

5. Charades I want you to use your face and your body for each emotion

6. How did you know who to ask for assistance in your first few weeks on the job?

7. Homeless people 1. Choose to be homeless 2. Are working to improve their situation

8. What are some assumptions we make about the patients who come to the clinic? Have HIV Nervous Need help Do not have the means to pay for medications etc.

9. Why is it important to know this? If we don’t know what we believe or what prejudices we have we cannot manage our response

10. What else can affect our interactions? Our personal life Disagreements with coworkers Being focused

11. Role plays Patient FirstStaff first Asking the patient if they need anything as soon as they enter the clinic or letting them know that we will be right with them Going above and beyond to provide information or services to your patients Projecting positive energy Letting the patient stand uncomfortably while we finish our work or talk to a coworker Answer only what is asked without providing additional information Projecting a negative energy of disinterest

12. Our Clinic Culture What do we want our clinic culture to be?

13. What can we do to maintain our clinic culture? Be aware of our beliefs and attitudes (culture) Follow the plan Model the culture that we want Be aware of our body language

14. Why should I make adjustments? The burden is on us