Many of us have witnessed changes in the last 40 years to improve cultural diversity and sensitivity in the workplace. In many organizations, training is provided to learn about other cultures, obtain a baseline of knowledge and gain a general acceptance of differences. As we move from just accepting our differences to acknowledging and embracing our differences, we build our own cultural competency.

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You can readily teach a service script to a new employee and coach to hard-wire it into daily patient interactions. It can be much harder to teach them the innate internal warmth and satisfaction, the altruism of helping others. We must evaluate not just what is said, but how the words are supported through tone of voice, cadence, facial expressions, compassion “sounds”, body language and touch.

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Out of the blue in my Yahoo mailbox I received the following quote:    “Courage is almost a contradiction in terms. It means a strong desire to live taking the form of readiness to die.”   GK Chesterton There’s a reason the universe sent me this quote even though I did not subscribe to the sender. It [...]

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