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Cultural Survival Guide

Practical tips to help you succeed in U.S. LTC workplaces while honoring your own culture and values.

Understanding the Healthcare Team

Each role in the facility is important. Knowing who does what helps you work as part of the team.

Leadership

  • Administrator / Executive Director

    Runs the whole facility and ensures rules are followed.

  • Director of Nursing (DON) / Assistant DON

    Supervises nurses and overall resident care.

Nursing Staff

  • Registered Nurses (RN)

    Assess residents, make care decisions, and guide staff.

  • Licensed Practical Nurses (LPN)

    Give treatments, medications, and support to RNs.

  • Certified Nursing Assistants (CNA)

    Help residents with daily living (bathing, dressing, meals).

Support Services

  • Dietary

    Support the daily life, comfort, and safety of residents.

  • Housekeeping

    Support the daily life, comfort, and safety of residents.

  • Maintenance

    Support the daily life, comfort, and safety of residents.

  • Activities

    Support the daily life, comfort, and safety of residents.

Respectful vs. Disrespectful Behavior

A quick guide to support clear, compassionate interactions with residents in long-term care.

Respectful behavior
Respectful behavior

Respectful

  • Approach from the front with eye contact and a smile
  • Speak calmly and clearly
  • Call people by the name they prefer
  • Give time for responses
  • Use short, direct words and phrases

Disrespectful

  • Arguing with a resident’s belief or memory
  • Saying, “Don’t you remember?”
  • Talking in a way that sounds like “baby talk”
  • Rushing tasks or sounding impatient
  • Overloading with too many choices at once

Handling Conflict at Work

Conflict happens in every workplace. The key is solving problems in a professional, respectful way.

Steps for Resolution

1

Address issues early

Before they grow.

2

Stay calm and polite

Even if upset.

3

Talk about actions

Not personalities.

4

Use “I” statements

e.g., “I felt concerned when…”.

5

Listen to understand

The other person.

6

Look for solutions

That work for both sides.

7

Document serious issues

When appropriate.

8

Follow up later

Check progress and adjust.

Sample Phrases
  • “Can we talk about what happened earlier?”
  • “I’d like to share my view on this situation.”
  • “What solution might work best for both of us?”
  • “Thanks for discussing this with me.”

Communicating with Residents (Especially with Dementia)

Supportive interaction

Do:

  • Approach gently with a calm voice
  • Speak slowly and simply
  • Give extra time for responses
  • Acknowledge feelings (“I understand this may feel confusing”)

Don’t:

  • Argue about what is real or not
  • Rush or interrupt
  • Use a patronizing tone
  • Dismiss cultural or language preferences
Resident consultation
Tip

If residents use their native language or share cultural traditions, this can provide comfort. Share these observations with your care team so that everyone can better support the resident.

Why This Matters

  • Respect builds trust with coworkers and residents.
  • Clear communication prevents mistakes.
  • Positive conflict resolution creates a safer, happier workplace.

Quick Checklist

  • Know the roles on your team
  • Be respectful: smile, eye contact, calm voice
  • Avoid rushing, arguing, or patronizing speech
  • Handle conflict with “I” statements and listening
  • Communicate gently with residents, especially those with dementia

✨ Remember: Your culture and experiences are a strength. This guide helps you adapt to U.S. LTC practices while still honoring who you are.

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