ANITA ROWE Lee Gardenswartz and Anita Rowe are partners in Gardenswartz and Rowe, a consulting firm specializing in management issues such as diversity, stress, and team development. They are the authors of Managing Diversity: A Complete Desk Reference and Planning Guide (1993).

• Introduction. Wholeness and Well-Being: In the Eye of the Beholder. Organization of the Contents. How to Use this Book. 1. Why Diversity is Good for Business: Marketplace and WorkforceIssues. Demographics Changes: An Increasingly Complex Patient and EmployeeBase. What These Population Shifts Mean to Health Care. Meeting New Contractor and Managed Care Requirements. Analyzing the Challenges and Opportunities That DiversityBrings. 2. The Dimensions of Health Care Delivery. Personality: The Unique Core. Internal Dimensions of Diversity: Powerful Influencers of Identity,Opportunity, and Expectations. External Dimensions. Organizational Dimensions. Analyzing the Impact of Diversity Dimensions in YourOrganization. Analyzing the Impact of Your own Diversity Dimensions on You as aHealth Care Professional. Analyzing Your Own Attitudes Toward Differences. 3. The Truth About Cultural Programming. Realities of Cultural Programming. Dimensions of Culture that Influence Behavior. Questioning and Expanding Your Own Assumptions. 4. Achieving Practical Cultural Literacy. Factors that Influence Adherence to Norms. Definition and Perception of Illness and Health. Key Cultural Values Affecting Care. Non-Western Treatments. The Best of Both Worlds. Beliefs About Illness, the Body, and Its Functioning. Childbirth. Death and Dying. Family and Its Role. Cultural Beliefs About Health, Disease, and Healers. 5. Improving Communication in Diverse Environments. Language. Other Aspects of Communication. Assessing Intercultural Hooks that Block Communication. Learning About the Cultures You Serve. Getting Your Message Across: Directions and Feedback. Soliciting Information. Communicating Across Language Barriers. Getting Help in Interpreting. Culturally Sensitive Medical Interviews. 6. Removing Stereotypes That Block High-Quality Care. The Realities of Stereotypes. The Realities of Human Nature. Managing Your Biases: Suggestions for Fighting Stereotypes. 7. The Diversity Leadership Challenge. The Essentials of Diversity Leadership. Leadership Fulfilled: Steps Toward Lasting Change. 8. Overcoming Barriers to Change. Making Your Diversity Efforts Pay Off. Organizational Barriers to Diversity. 9. Creative Organizational Problem Solving. Demographics-driven Marketing. Kaiser Permanente Southern California Mentoring and Coaching. Providing Health Care to the Underserved: A RevolutionaryPlan. A Systematic Commitment to Caring for the Underserved. Resources. Notes. Index.

"This insightful and practical work should be required reading formanagers, physicians, nurses, allied health caregivers, and supportstaff, in order to overcome barriers to communication and change indealing with an increasingly complex patient and employee base. Ihighly Andorse this excellent book written by these outstandingauthors." (Donald R. Oxley, vice president and executive director,Kaiser Permanente) "A superb and complete reference guide on cultural diversity. Thisbook provides insight into why health care providers do not reachtheir potential in differentiating themselves in the health caremarketplace. Should be read by all health care providers--a side ofhealth care that is all too often forgotten." (James T. Yoshioka,president, MedCenters Division) "Managing Diversity in Health Care tackles a difficult topic thatcan no longer be considered optional for any health careprofessional. The authors have done an excellent job balancingtheory, facts, and statistics with an understanding of the'cultural software' we all possess. This book forces us, as healthcare professionals, to question the assumptions we have about ourpatients and offers concrete suggestions and resources for fightingagainst stereotypes in our work." (Kathryn Johnson, CEO, TheHealthcare Forum)

ANITA ROWE Lee Gardenswartz and Anita Rowe are partners in Gardenswartz and Rowe, a consulting firm specializing in management issues such as diversity, stress, and team development. They are the authors of Managing Diversity: A Complete Desk Reference and Planning Guide (1993).

• Introduction. Wholeness and Well-Being: In the Eye of the Beholder. Organization of the Contents. How to Use this Book. 1. Why Diversity is Good for Business: Marketplace and WorkforceIssues. Demographics Changes: An Increasingly Complex Patient and EmployeeBase. What These Population Shifts Mean to Health Care. Meeting New Contractor and Managed Care Requirements. Analyzing the Challenges and Opportunities That DiversityBrings. 2. The Dimensions of Health Care Delivery. Personality: The Unique Core. Internal Dimensions of Diversity: Powerful Influencers of Identity,Opportunity, and Expectations. External Dimensions. Organizational Dimensions. Analyzing the Impact of Diversity Dimensions in YourOrganization. Analyzing the Impact of Your own Diversity Dimensions on You as aHealth Care Professional. Analyzing Your Own Attitudes Toward Differences. 3. The Truth About Cultural Programming. Realities of Cultural Programming. Dimensions of Culture that Influence Behavior. Questioning and Expanding Your Own Assumptions. 4. Achieving Practical Cultural Literacy. Factors that Influence Adherence to Norms. Definition and Perception of Illness and Health. Key Cultural Values Affecting Care. Non-Western Treatments. The Best of Both Worlds. Beliefs About Illness, the Body, and Its Functioning. Childbirth. Death and Dying. Family and Its Role. Cultural Beliefs About Health, Disease, and Healers. 5. Improving Communication in Diverse Environments. Language. Other Aspects of Communication. Assessing Intercultural Hooks that Block Communication. Learning About the Cultures You Serve. Getting Your Message Across: Directions and Feedback. Soliciting Information. Communicating Across Language Barriers. Getting Help in Interpreting. Culturally Sensitive Medical Interviews. 6. Removing Stereotypes That Block High-Quality Care. The Realities of Stereotypes. The Realities of Human Nature. Managing Your Biases: Suggestions for Fighting Stereotypes. 7. The Diversity Leadership Challenge. The Essentials of Diversity Leadership. Leadership Fulfilled: Steps Toward Lasting Change. 8. Overcoming Barriers to Change. Making Your Diversity Efforts Pay Off. Organizational Barriers to Diversity. 9. Creative Organizational Problem Solving. Demographics-driven Marketing. Kaiser Permanente Southern California Mentoring and Coaching. Providing Health Care to the Underserved: A RevolutionaryPlan. A Systematic Commitment to Caring for the Underserved. Resources. Notes. Index.

"This insightful and practical work should be required reading formanagers, physicians, nurses, allied health caregivers, and supportstaff, in order to overcome barriers to communication and change indealing with an increasingly complex patient and employee base. Ihighly Andorse this excellent book written by these outstandingauthors." (Donald R. Oxley, vice president and executive director,Kaiser Permanente) "A superb and complete reference guide on cultural diversity. Thisbook provides insight into why health care providers do not reachtheir potential in differentiating themselves in the health caremarketplace. Should be read by all health care providers--a side ofhealth care that is all too often forgotten." (James T. Yoshioka,president, MedCenters Division) "Managing Diversity in Health Care tackles a difficult topic thatcan no longer be considered optional for any health careprofessional. The authors have done an excellent job balancingtheory, facts, and statistics with an understanding of the'cultural software' we all possess. This book forces us, as healthcare professionals, to question the assumptions we have about ourpatients and offers concrete suggestions and resources for fightingagainst stereotypes in our work." (Kathryn Johnson, CEO, TheHealthcare Forum)

ANITA ROWE Lee Gardenswartz and Anita Rowe are partners in Gardenswartz and Rowe, a consulting firm specializing in management issues such as diversity, stress, and team development. They are the authors of Managing Diversity: A Complete Desk Reference and Planning Guide (1993).

• Introduction. Wholeness and Well-Being: In the Eye of the Beholder. Organization of the Contents. How to Use this Book. 1. Why Diversity is Good for Business: Marketplace and WorkforceIssues. Demographics Changes: An Increasingly Complex Patient and EmployeeBase. What These Population Shifts Mean to Health Care. Meeting New Contractor and Managed Care Requirements. Analyzing the Challenges and Opportunities That DiversityBrings. 2. The Dimensions of Health Care Delivery. Personality: The Unique Core. Internal Dimensions of Diversity: Powerful Influencers of Identity,Opportunity, and Expectations. External Dimensions. Organizational Dimensions. Analyzing the Impact of Diversity Dimensions in YourOrganization. Analyzing the Impact of Your own Diversity Dimensions on You as aHealth Care Professional. Analyzing Your Own Attitudes Toward Differences. 3. The Truth About Cultural Programming. Realities of Cultural Programming. Dimensions of Culture that Influence Behavior. Questioning and Expanding Your Own Assumptions. 4. Achieving Practical Cultural Literacy. Factors that Influence Adherence to Norms. Definition and Perception of Illness and Health. Key Cultural Values Affecting Care. Non-Western Treatments. The Best of Both Worlds. Beliefs About Illness, the Body, and Its Functioning. Childbirth. Death and Dying. Family and Its Role. Cultural Beliefs About Health, Disease, and Healers. 5. Improving Communication in Diverse Environments. Language. Other Aspects of Communication. Assessing Intercultural Hooks that Block Communication. Learning About the Cultures You Serve. Getting Your Message Across: Directions and Feedback. Soliciting Information. Communicating Across Language Barriers. Getting Help in Interpreting. Culturally Sensitive Medical Interviews. 6. Removing Stereotypes That Block High-Quality Care. The Realities of Stereotypes. The Realities of Human Nature. Managing Your Biases: Suggestions for Fighting Stereotypes. 7. The Diversity Leadership Challenge. The Essentials of Diversity Leadership. Leadership Fulfilled: Steps Toward Lasting Change. 8. Overcoming Barriers to Change. Making Your Diversity Efforts Pay Off. Organizational Barriers to Diversity. 9. Creative Organizational Problem Solving. Demographics-driven Marketing. Kaiser Permanente Southern California Mentoring and Coaching. Providing Health Care to the Underserved: A RevolutionaryPlan. A Systematic Commitment to Caring for the Underserved. Resources. Notes. Index.

"This insightful and practical work should be required reading formanagers, physicians, nurses, allied health caregivers, and supportstaff, in order to overcome barriers to communication and change indealing with an increasingly complex patient and employee base. Ihighly Andorse this excellent book written by these outstandingauthors." (Donald R. Oxley, vice president and executive director,Kaiser Permanente) "A superb and complete reference guide on cultural diversity. Thisbook provides insight into why health care providers do not reachtheir potential in differentiating themselves in the health caremarketplace. Should be read by all health care providers--a side ofhealth care that is all too often forgotten." (James T. Yoshioka,president, MedCenters Division) "Managing Diversity in Health Care tackles a difficult topic thatcan no longer be considered optional for any health careprofessional. The authors have done an excellent job balancingtheory, facts, and statistics with an understanding of the'cultural software' we all possess. This book forces us, as healthcare professionals, to question the assumptions we have about ourpatients and offers concrete suggestions and resources for fightingagainst stereotypes in our work." (Kathryn Johnson, CEO, TheHealthcare Forum)