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Cultural Competence Training Strategy


A large academic health system, serving a diverse population, sought a partner to create and deliver Cultural Competence education, emphasizing Implicit Bias and Cross-Cultural Communication. The Exeter Group triumphed over several potential vendors in an RFP for this work. Exeter created content, applied the most effective methods of delivery, and incorporated a customized post-training process for reinforcement.


Completed customized, instructor-led training for 1,200+ leaders


Facilitated an interactive sessions between administrators, faculty & clinicians


Developed a process to reinforce training & capture application post-training

The Client

Urban Academic Health System comprising three medical centers, a health sciences university, and numerous outpatient care facilities
• 8,000+ employees
• 2,500+ students

The Challenge

The organization’s new Diversity & Inclusion strategy identified cultural competence education as a critical component. The approach was to train the leadership first. The organization requested impactful, engaging and thought-provoking content, and dynamic delivery that recognized varying learning styles.

The Solution

Exeter first assessed the organization’s level of cultural competency (using our COA360 tool) to establish a baseline. We then engaged the CEO to endorse the training effort to the entire workforce and encourage buy-in. Exeter designed communication, developed training schedule, created follow-up process, worked with client to refine content and delivery based on trainee feedback.

The Solution

Exeter helped identify gaps in the system’s overall level of cultural competency by deploying our proprietary assessment tool, the COA360. Findings from the survey informed training content areas in which they were deficient, as well as helped identify solutions that fell outside of training.
Exeter and the client collaborated on a phased training schedule for 300 leaders, beginning with the Executive Council and flowing through leaders (director-level and above). Some homogenous participant groups (practicing physicians, operations leaders, deans) were formed to address specific content areas. As a result of positive feedback and favorable ratings given by trainees, Exeter has been engaged to deliver training to an additional 900 leaders (managers and supervisors) through the system’s next fiscal year.

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