Managing Conflict in a Multicultural Environment

1
Managing Conflict in a Multicultural Environment

• Presenter Deborah White,
• D. White and Associates,
• 604-515-7541
• (May not be used without the consent of the
  author Deborah White)

2
Objectives

• After this session, participants will
• Understand some of the conflict dynamics that may
  arise in a cross cultural exchange
• Understand the role that power and trust play in
  a conflict situation
• Understand how to identify when a conversation is
  becoming adversarial
• Have some strategies for managing the emotional
  reactions both their own and the reaction of
  the people they are assisting

3
Dynamics in Conflict(with new refugees/immigrants
)

• They are in a new situation lots of unknowns
• Their situations are unstable and uncertain
• They may not know the language
• They are feeling vulnerable
• The power dynamic is skewed and not in their
  favour

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The Power Dynamic

• Where sources of power come from
• People allies, numbers, support, etc
• Personal size, voice, gender, age, knowledge,
  ethnicity, abilities etc.
• Economic access to resources
• Authority/role organizational status, social
  status, professional status
• Status quo custom, tradition, societal
  standards, law
• Social or moral values accepted social/cultural
  values/norms, religious beliefs, majority belief
  system

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Managing the Power Dynamic

• Because you will be seen as having more power,
  consider making the location and environment
  friendly to the other person
• Share as much information, resources, expertise
  that you have
• Be willing to listen to the other watch how
  much air time you fill
• Find ways to level the playing field try not
  to threaten
• Look for clues the other person is having
  problems with the power dynamic (comments and
  body language)
• Stay non-defensive

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Clues the Conversation is Becoming Adversarial

• You will begin to feel like you are working
  against the other person rather than with them
• You will notice behaviours such as position
  taking, refusals, argumentation, attacks
• You will see the person trying to satisfy their
  own needs and not taking into consideration what
  you may be facing
• The relationship starts to feel strained
• Any outcomes feel like they may be short lived

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Cultural Aspects to Watch for in Conflict

• N. American Culture Other Cultures
• -Individual is valued -Groups interests
• Independence and considered paramount
• Personal achievement
• -Informality/first names -Permission
  for first
• names/some never
• -Mobility is important -Many never leave
• home
• -Personal opinion -Deference to power
• and authority
• -Direct communication -Directness/open
  criticism is
• considered offensive
• intermediaries often used
• -Individuals have the right to challenge
  authority -Authority rarely challenged

8
Cultural Factors

• Anglo/Western
• Accepting/tolerant of conflict
• Confrontation is valued shows strength
• Verbal communication is valued
• High level of self disclosure
• Internal locus of control

• Asian/Eastern
• Tending to avoidance of
• Conflict
• Confrontation is devalued loss of face
• Non-verbal communication is valued
• Low level of self-disclosure
• External locus of control

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Tips for Communication with Non-native Speakers
of English

• Use uncomplicated language and clear explanations
• Speak clearly and avoid slang and idioms
• Summarize and repeat back often so the person
  knows you understand
• Clarify and confirm what you have said
• Avoid yes/no questions
• Pause longer when waiting for responses allow
  time for the other person to reply
• Allow non-native speakers to finish their
  sentences themselves (many cultures are
  comfortable with silence)
• Language fluency does not equal cultural fluency
• You may want a cultural interpreter to assist
  when necessary

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Steps to Managing Your Internal Arousal

• Step 1
• Become aware of your physical response
• Step 2
• Take control of your internal dialogue support
  yourself positive and brief
• Step 3
• Now you can respond to the other person

11
Options for Dealing with Anger

1. Diffuse the hostility watch your body language,
   use good listening skills, show concern, focus on
   interests.
2. Setting limits the goal is to set boundaries
   about behaviour you find unacceptable this
   includes destructive and angry behaviour,
   inappropriate timing, setting, etc.
3. Disengaging from the Situation the aim is to
   disrupt the anger process and to allow for
   cooling down. Your aim is to come back to the
   issue later or having someone else step in.