A Dissertation: Cross-Cultural Training in Healthcare Services (MB759)

This dissertation investigates the critical need for and effective implementation of cross-cultural training within healthcare services, specifically focusing on an organization in the United Arab Emirates. The study addresses language barriers, cultural differences, and their impact on patient care, satisfaction, and health outcomes. The research employs a mixed-methods approach, including literature review, and a quantitative research method using questionnaires to gather primary data. The dissertation examines the challenges of organizing cross-cultural training and recommends strategies for improvement, aiming to enhance cultural competency among healthcare professionals. The structure includes an introduction outlining the research aim, objectives, and questions; a literature review synthesizing existing knowledge; a detailed methodology section; findings and analysis; and conclusions with recommendations for future research, offering valuable insights for healthcare providers and policymakers aiming to improve patient care in diverse cultural settings.

MB759 Dissertation
1

ABSTRACT
The present investigation is providing information about investigating the need
and ways of cross-cultural training within the health care services. The aim of this
investigation is “To investigate the need and ways of cross-cultural training within the
healthcare services in an organization in the United Arab Emirates.” In healthcare, there
are language barriers that arise in providing care to the patients and face the
complexities in hearing the patients. In the research methodology, there has been
researching onion used by consisting the different layers. The positivism research
philosophy was used because it is based on the quantitative research method and
provides relevant and authentic information regarding a particular subject area. The
inductive research approach has been used because it provides the theoretical
information and considers the perspective of the different authors. There has been a
quantitative research method used because it consists of the facts and figures regarding
investigating the need and ways of cross-cultural training within the health care
services. For the collection of information, the primary method of data collection has
been used by developing the questionnaire.
2

Table of Contents
ABSTRACT....................................................................................................................................2
CHAPTER 1: INTRODUCTION..................................................................................................4
Overview of Research.........................................................................................................4
Background of Research....................................................................................................4
Rationale of Research........................................................................................................5
Research Aim.......................................................................................................................5
Research Objectives...........................................................................................................6
Research Questions............................................................................................................6
Chapter structure.................................................................................................................7
CHAPTER 2: LITERATURE REVIEW.......................................................................................8
Need of cross cultural training and the ways in which it can be implemented in the
healthcare sector.................................................................................................................8
Challenges which are raised in organising the cross cultural trainings in the
healthcare sector...............................................................................................................11
Strategies through which the practitioners can bring improvement in cross cultural
trainings in healthcare sector...........................................................................................14
Summary of chapter..........................................................................................................17
RESEARCH METHODOLOGY.................................................................................................18
Research philosophy.........................................................................................................18
Research approach...........................................................................................................19
Research Choice...............................................................................................................20
Research Strategy.............................................................................................................21
Data collection....................................................................................................................22
Sampling.............................................................................................................................23
Data analysis......................................................................................................................23
Ethical consideration.........................................................................................................24
Reliability and validity........................................................................................................24
ANALYSIS....................................................................................................................................25
3

CONCLUSION AND RECOMMENDATIONS.........................................................................51
Conclusion..........................................................................................................................51
Recommendations.............................................................................................................53
REFERENCES............................................................................................................................54
4

Title - A Study Investigating the need and ways of cross-cultural training within the
health care services. A study on Philips in the United Arab Emirates.
CHAPTER 1: INTRODUCTION
Overview of Research
Cross-cultural training is defined as training provided to staff members concerned
with cultural differences among nations. Awareness of which assists in running the
business smoothly across nations. It is necessary for doing the business by consisting
several cultures as well as nations. Mainly cross-cultural training promotes self-
confidence in people and teams by empowering them with a sense of control over
complex challenges at the workplace (Danso, 2018). In context to the healthcare sector,
language barriers develop safety and quality-related issues for the LEP and Deaf and
Hard of Hearing Patients. The barriers are related to poor quality of care in the
emergency departments, high rate of medical errors, and inadequate diagnosis
communication. In regards to this, the impact of sociocultural factors, ethnicity, and race
on clinical care is enhancing necessary in the delivery of healthcare.The research is
mainly about the need and ways of cross-cultural training within the health care
services. Communication and patient care are influenced by sociocultural variations
between the patient and the practitioner. Evidence demonstrates that patient
satisfaction, adherence and as a result, health outcomes are all tied to provider-patient
communication. As the nation becomes more diverse, health care practitioners, health
care institutions, and policymakers will face new possibilities and problems in
developing and delivering culturally competent treatments. The capacity of physicians
and organizations to efficiently offer health care services that satisfy the social, cultural,
and linguistic requirements of patients is referred to as cultural competency. People with
chronic situations need health services, therefore, enhancing the interaction with
healthcare systems. If in case healthcare organizations and providers are not working to
give competent care culturally then patients are at more risk of having negative health
issues. Minimum quality patient-physician interaction is related to less satisfaction with
healthcare (Hareven, 2018).
5

Background of Research
Cross-cultural training is valuable to develop a productive and professional
relationship with clients and patients. It helps in improvement in the working relationship
among the diverse staff members. This facilitates delivery of the health as well as
wellness-related services. Cultural training for the healthcare professionals focus on
knowledge and skill set that value the diversity and enhance awareness about the
providers. Training helps in provide the facts regarding patients' culture or consists of
complex interventions for an instance explore potential barriers to the care and
intercultural communication skills training (Deardorff and Arasaratnam-Smith, 2017).
The cross-cultural training for healthcare professionals helps in improving the
knowledge of providers and skills for treating the patients linguistically and culturally.
This kind of training can help in improving the satisfaction level of patients. In some of
the circumstances, patients whose providers are completed the training have a better
opinion regarding clinical.
Rationale of Research
The rationale behind conducting a present investigation is to determine the ways
of cross-cultural training within the healthcare services in an organization in the United
Arab Emirates. Cross-cultural training helps in enhancing the skills of employees
regarding cultural differences. This investigation is mainly conducted in a personal and
professional context. The personal context behind conducting the present investigation
is that it provides in-depth knowledge about the concepts regarding cross-cultural
training in the context of the healthcare sector. Other than this, in a professional context,
an investigator can able to determine the issues that healthcare practitioners face
regarding working with the different culture staff (Kurpis, and Hunter, 2017). Culture
awareness is developing continuously as culture and people are changing frequently. It
will be enhancing the research and analytical skills of a researcher and they can able to
perform any kind of investigation in the future.
Research Aim
The research aim is to express an aspiration or intention of the research study.
This summarises in a single sentence what an individual hope to attain at end of the
investigation. An investigator should be phrased and specific in such a manner that this
6

is possible to determine when this has been attained. In this present investigation, the
researcher wants to attain information about the need and ways of cross-cultural
training within health care services (Borkowski and Meese, 2020).
The aim of this research is “To investigate the need and ways of cross-cultural
training within the healthcare services in an organization in the United Arab Emirates.”
Research Objectives
These explain concisely what an investigation is trying to attain. They mainly
summarise attaining an investigator wished to attain by project and gives direction to
study. The research objectives are mainly explaining what an investigation is trying to
be attained. They mainly summarise attainments an investigator wishes to accomplish
by projects and give proper direction to study (Ring, Nyquist, and Mitchell, 2018).
 To identify the need for cross-cultural training and the ways in which it can be
implemented in the healthcare sector.
 To assess the challenges which are raised in organizing cross-cultural training in
the healthcare sector.
 To recommend various strategies through which the practitioners can bring
improvement in cross-cultural training in the healthcare sector.
Research Questions
It is a question that the research project sets out to be answered. Selecting the
research question is a necessary component of the qualitative and quantitative
investigation. The research question addresses issue by analysis and interpretation of
data that answer in the conclusion of the study. The main purpose of the research
question is to determine and specific research objectives and will address them
effectively (Jaffee, Shires and Stroumsa, 2016).
 What is the need for cross-cultural training and the ways in which it can be
implemented in the healthcare sector?
 What are various challenges which are raised in organizing cross-cultural training
in the healthcare sector?
 What are the various strategies practitioners can bring improvement in cross-
cultural training in the healthcare sector?
7

Chapter structure
The research structure is generally an outline of work and expected to give
chapter structure towards the end of the introduction chapter in the dissertation.
Different chapters involved in the dissertation mention below:
Introduction- This chapter is an outline of an investigation as it provides an
overview of the thesis. This contains an explanation of the research background and
gives the rationale for the selection of the research area. This chapter of research
contains an explanation regarding the research aim, objectives, and questions (Danso,
2018).
Literature review- It contains the theoretical models which have been introduced
previously to the research area. The main aim of the literature review is to attain the
research objectives by using secondary methods. Different secondary sources consist
of books, journals, internet sources, and others. It consists of viewpoints of the other
authors related to the research area in general and research issues in specific have
been presented logically. Other than this, the main purpose of conducting the literature
review is to gain an understanding of existing research related to the need and ways of
cross-cultural training within the health care services.
Research methodology- This chapter explains how to conduct an investigation
and permitting the reader to assess the validity. It provides sufficient detail regarding the
methodology used to replicate the study. It consists of the research onion framework by
consisting of the different layers for instance research philosophy, research approach,
research strategy, data collection method, data analysis, sampling, and ethical
consideration (Hareven, 2018).
Findings and Analysis- This chapter of the dissertation presents analysis results
in context to research questions. It consists of the analysis of data collected through the
primary method of data collection. Other than this, findings should be based on the
literature review in which information is gathered from secondary sources.
Conclusion and Recommendations- It is the final chapter in research that wraps
the dissertation with a final reflection. The conclusion should answer the main research
question leaving the reader with an understanding of the central argument and
emphasize the contribution. It consists the recommendations for future research.
8

CHAPTER 2: LITERATURE REVIEW
A literature review is defined as a survey related to scholarly sources concerned
with the specific subject area. It is written as part of the research paper to situate the
work in context to the existing knowledge. It is a search as well as evaluation of
available literature in a given subject area. This documents state of the art concerning
the subject. It analyses critically information collected by determining the gaps in the
current knowledge (Hsieh, 2016). It showing the viewpoints and limitations of the related
theories. The literature review shows the reader that has an in-depth grasp of the
subject. For conducting the literature review part, there has been the secondary method
of data collection was used. The secondary method of data collection consists of
literature review, articles, scholars, internet sources, and others. The current literature
review is related to Investigating the need and ways of cross-cultural training within the
health care services. The main purpose of conducting a literature review is to gain an in-
depth understanding of the particular area and also attaining the research objectives in
a significant manner. The main focus of the literature review is to give a handy guide to
a specific topic. For the scholars, breadth and depth of literature review are mainly
emphasizing the credibility of the writer in the area. It provides the background of the
investigation of a research paper. Regarding this, comprehensive knowledge of
literature is area is necessary for many of the research papers. This present literature
review, enhance the understanding of the requirement of providing cross-cultural
training and also effective ways that can be executed in the healthcare sector. There will
examine the various challenges raised in organizing cross-cultural training within the
healthcare industry (Baraldi and Gavioli, 2016).
The literature review is concerned with cross-cultural training. Related to the
present subject area, there has been information collected by using past sources and
scholars. Cross-cultural training is related to training provides to staff members
concerned with cultural differences among nations, awareness that assists in running
the business smoothly across nations. This is necessary for doing business consists
many different cultures and nations. This investigation aims to investigate the need and
ways of cross-cultural training within the healthcare services in an organization in the
United Arab Emirates. The main focus of doing a literature review is to get the
9

understanding as well as knowledge regarding the need for cross-cultural training and
how it can be implemented in the healthcare sector. There will determine the different
challenges which are raised in organizing cross-cultural training in the healthcare
sector.
The need for cross-cultural training and how it can be implemented in the healthcare
sector.
According to the viewpoint of Nikos Andriotis (2021), Cross-cultural training is one
of the effective ways to maintaining diversity in a company. This has been a major
method used for facilitating cross-cultural communication and also interaction. The
cross-cultural training was explaining as the procedure used to enhance the ability of
people to deal with the cross-culture and also perform in a better manner in a cultural
environment. It is mainly contributing to enhancing the employee’s ability to understand
the other culture, ethos, and values of another culture. This develops an interest to
understand staff member’s cultural heritage as well as background. They should be
feeling better regarding their own culture and also similar way staff members should be
accepted as well as appreciate the culture of other staff members. Cross-culture training
is one of the better ways to managing diversity in a company. This has been the main
method used to facilitate the cross-culture in an effective manner (Li and et. al., 2018).
The training is effective to deal with cross-cultural challenges. It is developing many
opportunities as well as challenges. The complex situation is mainly deal with challenge
and become effective in the job performance. Training is mainly imparted to deal with
the necessary challenge without any kind of complexities. In this kind of training
methods, strategies and techniques used in various countries workplace. The workforce
is aware related to those things and turn can be effectively applied in the future working.
These defined challenges arose because of cultural diversity, the suggests ways to deal
with these challenges and givens solution to those challenges so the effectiveness of
the cross- cultures teams can be significantly improved. On the other hand, cross-
cultural training mainly fosters the development of cross-cultural skills and this leads to
high employee performance those working overseas. The cultural training has mainly
been shown to improve the relationship of an individual with the host nationals and
permit the expatriates to adjust rapidly to a new culture (DeCapua and Wintergerst,
10

2016). Cross-cultural training has several advantages to be gained through businesses
and employees. For staff members in the cross-cultural training, this assists to learn
regarding themselves when they are mainly exposed to the information and facts
regarding their own culture, mentalities, and preconceptions. Cross-culture training
assists the people to be learned regarding themselves by learning regarding others. On
the other hand, cross-cultural training is mainly promoting self-confidence in teams and
people by empowering them with control sense over complex challenges in the
workplace. Listening is an integral element of productive as well as effective
communication. The cross-cultural training assists people to understand how to listen
and interpret what they mainly hear wider understanding framework. The need for
cross-cultural training mention below:
People learn themselves- By the cross-cultural training, people are mainly
exposed to the information and facts regarding their mentalities and cultures which they
may have not contemplated. Cross-cultural training assists people so that they can
learn more by learning about others (Thomas and Peterson, 2016).
Break down barriers- People have some barriers for instance prejudices,
stereotypes, and preconceptions which obstruct understanding of other people. The
cross-cultural training demystified the other culture by presenting it in an objective light.
By learning about the other culture, the barriers are chipped away that allowing open
relationships.
Motivate- The main outcome of the cross-cultural training is that people start to
see roles at the workplace are clear. With the help of self-analysis, people start to
identify the areas under which they require to improve as well as be motivated to
develop (Falconier, Randall, and Bodenmann, 2016).
Open horizons- The cross-cultural training mainly addresses the issues at the
workplace from various angles to the traditional methods. The motivating and innovative
way for analyzing as well as resolving the issues which assists the people to adopt
creative strategies when approaching the challenges in work.
Develop the listening skills- In this, listening is an integral component of
productive and effective communication. Cross-cultural training is helpful for people to
understand how to listen and interpret what they hear with a wider understanding
11

framework. By becoming better listeners, people become better communicators (Diehl,
Terlutte, and Mueller, 2016).
As contrary to this, it has been stated that Gracie Johnson-Lopez (2020), having
the cross-culture awareness provides people competitive benefits over the others
mainly when applying for the positions with international firms with a large number of
multicultural employees. In context to healthcare, cultural competence training for
healthcare professionals are more focused on knowledge as well as skills which value
diversity and respond to cultural differences. This helps enhance the awareness of the
cultural norms of care organizations. Training can give the facts regarding the culture of
patience or consists of complex interventions for instance exploration of the potential
barrier to the care, intercultural communication skills training, and policies that are more
sensitive to requirements of patients from backgrounds culturally and linguistically
diverse. The hospital ethics board should take lead in promoting intercultural
understanding among the clinical patients and staff. It starts with education then
focusing on cultural awareness. The healthcare professionals from various cultural
backgrounds from the patients have an ethical responsibility to aware of the cultural
differences. In regards to this, the experience of everyone's reality is different based on
the culture. So, this is an ethical responsibility to identify the cultural differences and
also interact at a level that mainly demonstrates being responsive and aware.
Intercultural education can start with the teaching healthcare-related professional’s
framework of the cultural differences. UAE has become a culturally as well as
linguistically diverse society where the majority of the healthcare-related staff from a
range of non- Arabic speaking backgrounds (Deardorff and Arasaratnam-Smith, 2017).
In the healthcare sector, the resultant mix of cultural as well as language differences
highlights the significance of nurse’s role in facilitating quality care as main healthcare
workers that interacting and communicating with colleagues and patients. In regards to
this, providing a high quality of care to Muslim patients consists of having awareness of
ramifications of the Islamic faith as well as the Islamic beliefs. There is a need for
nurses to understand the implications of the cultural and spiritual values for the clinical
practices. They should be properly aware of the requirement for privacy and modesty.
On the other hand, there are some cultural diversities and differences in healthcare.
12