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Mary makes an appointment to see Jake at 1 pm. At 1 pm precisely she calls at his house and is surprised to find that Jake is not ready for the interview. In fact, several members of his family have called on him. He invites Mary to join the party. Mary is annoyed – she wants to conduct the interview straight away.
Different cultures have different concepts of time. In Western culture, most people (including Mary) operate by 'clock' time – their activities are organised by the clock. It is 1 pm – therefore Mary wishes to start the interview. Other cultures operate by 'event' time – that is, they complete one event, then move on to the next event. The time it takes to complete these events is immaterial. Jake operates by 'event' time – he wishes to visit with his family, then begin the interview.
Jake introduces his visitors to Mary and invites her to share their lunch. Mary doesn't really listen to the introductions – after all, she is here to talk with Jake, not his family. Mary is a little annoyed – and wonders why the family would schedule their visit during her interview.
Family visits are likely to be more common than they are in Western families
– visiting parents and grandparents regularly is a sign of respect. Jake's
daughter and her family did not schedule this visit – they have dropped
in without warning.
In Australian South Sea Islander culture, the family is often more important
than anything else. Mary might be better off to just have a cup of tea with
Jake's family and postpone the interview to another day.
Mary politely declines the invitation to share lunch. Jake's family are insulted. They are beginning to think Mary is unfriendly.
Many Australian South Sea Islanders like to get to know the health staff member and it is expected that the health staff member wants to get to know them – on a trusting and personal level. Building this relationship is sometimes given more weight than treating the actual illness or injury.
Mary glances at her watch. It is 1.10 pm! She has another appointment in less than an hour. With an air of agitation, she asks Jake if she can conduct her interview with him right away.
An appointment with an Australian South Sea Islander client may go for an indefinite amount of time. It is often expected that the health staff member should chat for a while, then slowly and informally raise the actual reason for the visit. Mary should not have made another appointment so close to Jake's appointment.
Jake doesn't want to embarrass or annoy Mary by refusing her. He tells Mary that she may begin the interview. However, he feels distanced from Mary. How can he possibly confide in someone so obviously different to himself? He is certainly not in the mood to talk with her about personal medical problems.
Like many Australian South Sea Islanders, Jake needs to trust Mary before he can open up and tell her about his pains and problems. If an Australian South Sea Islander representative had accompanied Mary, She would have found it easier to establish a trust-based relationship with Jake. Jake would have felt more relaxed. He would also receive the impression that the health care industry includes Australian South Sea Islander employees. Mary could also look to the representative for advice.
Mary and Jake sit down in the lounge room. The entire family gathers around to hear the interview. Mary feels threatened. She is not used to conducting her interviews in the presence of a large group of people. Her body language shows that she wishes Jake's family would leave the room.
Here is a great opportunity for Mary! Many Islanders are not aware of health services to which they are entitled. Mary could get to know the family. She could build a relationship with them and encourage them to access health services.
Mary is also nervous because she is aware that she is dealing with a cultural group of whom she has little knowledge.
When it comes to Australian South Sea Islanders, Mary is uneducated. She should have learned about the culture before visiting Jake. That would have made an enormous difference, as it would make her feel more confident and she would be more aware of cultural sensitivities.
Jake's family thinks Mary must be very arrogant as she is a visitor in this house and she obviously wants them to leave the room. They stay where they are and begin to giggle.
If this scenario took place in a hospital, Jake's family might have felt obliged to leave the room. However, as they are on their own turf they feel confident enough to stay where they are.
Mary feels threatened by the laughter.
For all of us laughter occurs at the strangest times for the most obscure reasons. Laughter among Australian South Sea Islanders can occur for a thousand different reasons, not least of which is a release of tension or nervousness. Jake's family could not have said precisely why they were laughing. Mary has no need to feel insulted.
She takes out her list of questions, a pen and notepad and begins firing questions at Jake.
Mary should have built up trust, chatted with the family, had a cup of tea and perhaps left without asking a single question. She could have waited until the second visit before asking questions. The first visit to an Australian South Sea Islander client should be almost entirely social. Also, Mary should resist taking notes while she talks. If she must take notes, she should explain to Jake why she must do so. She should try to remain friendly and open. If possible, the questions should just sound like a friendly chat.
Jake gives short responses and seems uncomfortable when Mary questions him about incontinence or the extent of his disabilities. He is evasive. He play downs the extent of his disabilities.
In addition to establishing trust, Mary should have warned Jake that some questions would be personal and give him the choice of answering then or later.
Jake demands respect. He is a male member of a large family, a father, a grandfather – a patriarch. In Jake's family, this hierarchical role is clearly defined and recognised.
Viewed from his perspective, Jake has higher status than Mary. He feels this young woman is embarrassing him and undermining his dignity. He does not want to talk about his disabilities in front of her or in front of his grandchildren, as it would undermine his status. He would probably feel better talking to a male health staff member.
Having finished asking her questions, Mary closes her folder, says good-bye to Jake and flashes a big smile at the other members of the family. She feels a little embarrassed about excluding them from her conversation and not showing any courtesy to them. She is effusive in her goodbyes. The family is polite but not effusive in return.
Constancy is important to Jake's family. Mary should be consistently friendly. She should present herself as honest and open.
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