Title: Cultural & Linguistic Competency in the Workforce
1Cultural Linguistic Competency in the
Workforce Developing Cross Cultural
Communication Skills
Presentation Workshop CLC Steering Committee
Members Deborah A. Elliott, MSSW, Eastern State
Hospital Nhat Nguyen, MSW, Fairfax Falls Church
CSB Competent C.A.R.E. Culturally Appropriate
and Respectfully Engaging Tuesday, May 4,
2010 Glen Allen, Virginia
2Question of the Day
- Why is yogurt good for you?
3- Reference Pires, S.A., (n.d).
4Developing Cross Cultural Communication Skills
- Introduction
- Breadth
- Learning Outcomes
- Working Definitions
- Depth
- Changing Face of America Demographics
- Scope of Working Definitions
- Six Principles of Effective and
- Successful Organizational
- Cultural Competency Initiatives
- Application
- Theory in action - Group activity
- Workshop Evaluation
5Learning Outcomes
- Individual improved cultural communication,
awareness of cultural differences, cultural
competency (e.g., knowledge and understanding). - Developed a capacity to avoid misunderstandings
based on cultural differences and methods for
managing relationships (adapted from Buckler,
n.d). - Improved ability to work with others as an
effective and productive team player. - An improved understanding of current population
trends and the impact on professional and
personal objectives (Adapted from Buckler, n.d). - Better understanding of self (e.g., identity,
intrinsic). -
Individually measured
6 Cross-Cultural Communication 1 Working
Definitions
Note Figure adapted for reference Activity 6
Self-reflective activity (1).( n.d).
7Cross-Cultural Communication 2Building the
capacity for individual and organizational
cultural competency is unique in concept and
application. It is important to choose the best
direction to achieve an effective end. What
factors do individual team players need to
consider when working together?
8Cross-Cultural Communication 3Organizational
Reference Pires, S.A., (n.d).
9Cross-Cultural Communication 4
Organizational Policy and Planning
Reference Pires, S.A., (n.d). .
10Cross-Cultural Communication 5. Managers
Reference Pires, S.A., (n.d). .
11Cross-Cultural Communication 6Working with
Others
Reference Pires, S.A., (n.d). .
12Cultural Competence Continuum
Sensitivity
Competence
Ignorance
Awareness
Understanding
13Ignorance Is
- the state or fact of being ignorant lack of
knowledge, education, or awareness
14Changing Face of the United States
- Changing demographic
- Aging baby boomers
- Growth of racial and ethnic minority groups to
overtake non-Hispanic White population within the
next 45 years - By 2015, non-Hispanic Whites will be primarily
elderly population - By 2050, racial and ethnic minority group will
account for 90 of the total population growth
15Cultural Awareness
being cognizant, observant, and conscious of
similarities and differences among cultural groups
16Cultural Sensitivity is.
- the ability to adjust ones perceptions,
behaviors, and practice styles to effectively
meet the needs of different ethnic or racial
groups
17Cultural Competence
- Have a defined set of values and principles, and
demonstrate behaviors, attitudes, policies and
structures that enable them to work effectively
cross-culturally - Have the capacity to
- value diversity,
- conduct self-assessment,
- manage the dynamics of difference,
- acquire and institutionalize cultural knowledge
and - adapt to diversity and the cultural contexts of
the communities they serve - Incorporate the above in all aspects of policy
making, administration, practice, service
delivery and involve systematically consumers,
key stakeholders and communities - Reference DBHDS, 2008
18Working Definition
- Cultural competence is a developmental process
that evolves over an extended period - Both individuals and organizations are at various
levels of awareness, knowledge and skills along
the cultural competence continuum - (Adapted from Cross et al., 1989)
- Culture links individual identities to collective
ones
19Depth Six Principles of Effective and
Successful Organizational Cultural Competency
Initiatives
- Community representation and feedback at all
stages of implementation - Cultural competency must be integrated into all
existing systems of a health care organization - Changes made should be manageable, measurable,
and sustainable - Making the business case for undertaking cultural
competency initiatives is critical for long-term
sustainability - Commitment from leadership is a key factor to
success - Ongoing staff training is crucial
Source Wu and Martinez, (2006).
20Key Point Conflict
- Conflict is neither good nor bad
- Conflict is inevitable
- Conflict does not have to result in winners and
losers
21Definition of Conflict
- Competition by groups or individuals over
incompatible goals, scarce resources, or the
sources of power needed to acquire them - Competition is also determined by individuals
perceptions - Disagreement through which the parties involved
perceive a threat to their needs, interests or
concerns
22Perception
23Perception
You saw a couple in an intimate love position,
right? Interestingly, research has shown that
young children cannot identify the intimate
couple because they do not have prior memory
associated with such a scenario. What they will
see, however, is nine (small black) dolphins in
the picture! So, I guess we've already proven
you're not a young innocent child. Now, if it's
hard for you to find the dolphins within 6
seconds, your mind is SO corrupted that you
probably need help! OK, here's help look at the
space between her right arm and her head, the
tail is on her neck, follow it up. Look at her
left hip, follow the shaded part down, it's
another one, and on his shoulder..
24Iceberg A Cultural Metaphor
- Visible Part
- Ways of life
- Laws and customs
- Institutions
- Rituals
- Language
- Hidden Part
- Norms
- Roles
- Ideologies
- Beliefs
- Philosophy
- Values
- Tastes
- Attitudes
- Assumptions
- Expectations
- Myths
-------------------------------------
-------------------------------------
25Cultural Identities
- Culture contains shared characteristics, traits,
symbols - Culture emotionally binds collective identity to
individual identity - Culture defines potential boundaries between
social group
26Culture
- An interconnected way ofsharing with others that
gives a sense of belonging - Culture flows through our lives like underground
rivers, powerfully nurturing, potently
influencing and sometimes dividing (Source
LeBaron, 2003).
27Stages of Development of Intercultural Sensitivity
Integration
Adaptation
Acceptance
Minimization
Defense
Denial
1
2
3
4
5
6
Ethnocentric Stages
Ethno-Relative Stages
Of resistance
To openness
28What is it?
- It is concept that describes a development in an
individual of the ability to differentiation
cultural forms - Goal Develop intercultural sensitivity or
inter-cultural competence by creating learners
capable of transcending traditional
ethno-centrism and become ethno-relative - Assumption 1 Individuals are capable of
personal growth - Assumption 2 Intercultural sensitivity involves
the creation and increasing differentiation of
cultural categories - Assumption 3 The way people culturally
construct their experiences and interpret their
world, or their reality, represents their
worldview
29Intercultural SensitivityDenial
- An individual in the state of denial doesnt
consider the other as relevant - Bennett as the result of two pre-conditions
explains how someone could have such
underdeveloped categories of difference
Separation and Isolation - Denial is more a naiveté than negativity, but it
can devolve into violence, if threatened with
abrupt change - Denial cant be experienced by the oppressed,
since they are being denied. Denial may be said
to be the luxury of the dominant
30Intercultural Sensitivity Defense
- In this stage of cultural sensitivity, specific
cultural differences are perceived as threatening
to ones sense of reality or identity.
Difference is overtly acknowledged hence this is
a development in intercultural sensitivity over
denial. One is now aware of others, but this
awareness produces an effort to fight the
differences in order to preserve ones worldview,
privileges or way of life - Defensiveness takes three forms Denigration
Superiority and Reversal. These forms are not
mutually exclusive and came be seen interacting
in individuals - The defense stage typically carries a heavy
affective or emotional baggage with it. The
negativity inherent in these three modes of
defensiveness, suggest that affectively,
hostility, fear, pride, and anger accompany these
cultural constructions of difference
31Intercultural Sensitivity Minimization
- In this stage of ethnocentrism, cultural
differences are perceived not as threatening, but
as trivial. Instead, cultural similarities are
held to be central. The strategy here is to take
a position that human similarities are more
profound than cultural differences - Minimization takes two forms, physical
universalism and transcendent universalism - The affective state of minimization is benign
sensitivity and naiveté
32Intercultural Sensitivity Acceptance
- In acceptance difference is acknowledged and
respected. It is a necessary and preferable human
condition. The individual respects culturally
different behavior - In acceptance difference is respected as it
relates to culturally different values. One
recognizes different worldviews and assumptions
underlying culturally variant behaviors - The affective state accompanying these acceptance
constructs might be said to represent the idea of
live and let live, or comfort with difference
33Intercultural Sensitivity Adaptation
- What are the skills needed for effective relating
to and communication with people of other
cultures? These are additive skills. They are
added on top of the way you perceive your
cultural identity - One skill is empathy, the ability to experience
reality differently than by ones own culture - A second skill is pluralism Pluralism here
means internalizing multiple frames of reference.
Those who live cross culturally live in a manner
in which cultural difference is intrinsic to the
self. One can speak of a bicultural identity - The affective state associated with adaptation is
competence born of the useful skills one has as
an intercultural communicant
34Intercultural Sensitivity Integration
- In this stage of intercultural sensitivity, the
individual transcends their indigenous culture.
They become a multicultural person - Bennett identifies two forms of integration
contextual evaluation and constructive
marginality - A fully integrated individual would not have to
think of what would be appropriate in
intercultural circumstances. Their behavior and
conversation would reflect comfortable and
natural interaction with others
35Cognitive and Affective Responses to Ethnocentric
Stages
36Cross-Cultural Conflict
- Occurs cross boundaries
- Cognitive
- Perceptual
- Occurs between individuals or social groups that
are separated by cultural boundaries - Individuals within the same society are potential
members of many different groups, organized in
different ways by different criteria (i.e.
subcultures) - Cross-cultural conflicts may occur simultaneously
at many different levels
37Sources of Cultural Conflict
- Cultural differences
- Pressure to assimilate
- Power imbalance
- Competing values
- Short-term pressures versus long-term pressure
- Differing perceptions, values, cultural norms
- Ambiguous jurisdictions lack of clarity
competition for limited resources
38Cultural Conflict Chosen Trauma
- Chosen Trauma by Vamik Volkan
- Refer to experiences of great hurt or
victimization by others that are part of a
groups historical memory - Symbolizes groups tremendous threat, fear, pain
and feelings of hopelessness - Slavery, Holocaust
- Possible responses to psychological trauma
- Agnostic, reactive aggression towards self and
others
39Dealing with Different Languages at Work
- Assumptions that cause confusion
- Theyre talking about me
- They dont want to learn English
- They know English, they just dont want to use it
40Recognizing Responses to Conflict
- Emotional responses
- Feelings we experience
- Ranging from anger to fear to despair and
confusion - Emotional responses are often misunderstood
- Differing emotional responses are confusing and
at times, threatening
41Recognizing Responses to Conflict
- Cognitive responses
- Ideas and thoughts about the conflict
- Present as inner voices or internal observers
- Through sub-vocalization (self-talk) we come to
understand these cognitive responses - Differing cognitive responses contribute to
emotional and behavioral responses - Creating negative or positive feedback loops
42Recognizing Responses to Conflict
- Physical responses
- Ability to meet our needs in the conflict
- Heighten stress, bodily tension, increased
perspiration, tunnel vision, shallow or
accelerated breathing, nausea, and rapid
heartbeat - Manage responses through stress management to
regulate physical response which helps manage
emotional response
43Resolving Conflicting Needs
- Recognition of differing needs
- Examine differing needs in an environment of
compassionate understanding - Creates pathways to creative problem solving,
team building, and improved relationships - Quick and painless resolution of conflicts will
foster mutual trust
44Four Key Conflict Resolution Skills
- Quickly Relieve Stress
- Recognize and manage ones own emotions
- Improve nonverbal communication skills
- Use humor and play to deal with challenges
45Tips for Managing and Resolving Conflicts
- Make the relationship the priority
- Focus on the present
- Pick your battles
- Be willing to forgive
- Know when to let something go
46Listen to Resolution
- Listen to the feelings and not just the words
- Listening tips
- Listen to the reasons the other person gives for
being upset - Make sure you understand what the other person is
telling you from his or her point of view
47Listen to Resolution (continued)
- Repeat the other persons words, and ask if you
have understood correctly - Ask if anything remains unspoken, giving the
person time to think before answering - Resist the temptation to interject your own point
of view until the other person has said
everything he or she wants to say and feels that
you have listened to and understood his or her
message
48Emotional Intelligence
- Skill 1 Quick Stress Relief
- Skill 2 Emotional Awareness
- Skill 3 Nonverbal Communication
- Skill 4 Playful Communication
- Skill 5 Conflict Resolution
49Diversity in TEAMS
- Increased diversity in teams
- Age, gender, race, language, nationality, etc.
- Other cultural differences may also influence the
way conflict is addressed
50Cultural Dimensions
- Individualistic Culture
- High value on autonomy, initiative, creativity,
and authority in decision making - Individual interests supersede group interests
- Any group commitment is a function of a perceived
self-benefit - Conflict is inevitable and should not be
perceived with shame
51Cultural Dimensions
- Collectivist Culture
- High value on group above individual
- Group conformity and commitment is maintained at
the expense of personal interests - Harmony, getting along and maintaining face are
seen as crucial - Conflicts are avoided
- Exists everywhere in the world except in USA,
Canada, Western Europe, Australia, and New Zealand
52Together Each Accomplishes More
- KEY Belief Through Interdependency of the
parts greater productivity is achieved by the
whole - Teams fail when they are unable to overcome
conflicts
53Team Dynamics
- Successful teams
- Develop culturally distinct pathways to
communicate, problem solve, make decisions, and
resolve conflict - ORMING
- Forming
- Storming
- Norming
- Performing
- Develop within a context
- Social
- Political
- Economical
54Team Dynamics within Conflict
- Power differential
- Expectations of power is different
- North American teams
- Be comfortable dealing with conflict
- Be committed to resolving disputes close to the
source - Resolve disputes based on interests before rights
and power - Learn from experience with conflicts
-
- Reference Cutcher-Gershenfeld,
J. and Kochan T.A.,(1997).
55Conflict Resolutions Among Cultural Dimensions
- Collectivist culture
- Resolve conflict internally rather than bringing
in an mediator or outside - Mediators facilitate, counsel, and advise to
restore harmony - Individualist culture
- Resolve conflict with an impartial outsider or
external mediator - Mediators evaluate strength and weakness to
process a resolution
56Cultural Influence in Communication StyleS
- Direct v. Indirect
- Linear v. Circular
- Attached v. Detached
- Concrete v. Abstract
57Communicating with Limited-English Speaking
Individuals
- Make it visual Use pictures, diagrams, etc.
- Show-and-Tell Demonstrate process
- Use their language Written translations of
signs, instructions, etc. - Slow down Watch your pace pause more often
58Communicating with Limited-English Speaking
Individuals (Continued)
- Keep it simple Leave out jargon and expressions
- Say it again repeat when non-verbals indicate
confusion - Get help Interpreters, bilingual staff
- Walk in their shoes Think about how you would
feel in their situation
59Interest-Based Relational Approach
- Make sure that good relationships are the first
priority - Keep people and problems separate
- Pay attention to the interests that are being
present
60Interest-Based Relational Approach
- Listen first talk second
- Set out the Facts
- Explore options together
- Hint Keep discussions positive and constructive
61Team Approach to Conflict Prevention and
Resolution
- Know yourself and your own culture
- Learn others expectations
- Check your assumptions
- When in Romeask questions
- Listen
- Consider the Platinum rule
- All conflict is multi-cultural
62Question of the Day
- Why is yogurt good for you?
Yogurt is good for you because it has live
cultures.
63- Application Activity
- Developing Cross-Cultural Communication Skills
- Intercultural Communication
- This is an opportunity to apply what you have
learned. - You are expected to share your feelings in a
honest and respectful manner. - Utilize all presentation information as
appropriate particularly those marked 1 through
6. - Reference Activity 8 Intercultural
communication via group work.
(n.d.).
64References
- Activity 6 Self-reflective activity (1).
(n.d.). Retrieved from - www.altcexchange.edu.au/system/files/Understandin
g20activities.pdf - Activity 8 Intercultural communication via group
work.(n.d.). Retrieved from - www.altcexchange.edu.au/system/files/Understandin
g20activities.pdf - Amrheim, C., Brandshagen, W., Kiffer, J.,
Underwood, L. (2009). Cultural sensitivity in
diverse communities. Retrieved from
www.consensusproject.org/bja-ta...ta.../Cultural_C
ompetency_Panel.ppt - Avruch, K. (1998). Conflict resolution
Cross-cultural conflict. Retrieved from - www.eolss.net/ebooks/Sample20Chapters/C14/E1-40-
01-01.pdf - Bennett, M.J.(1993). Towards ethnorelativism A
development model of intercultural sensitivity in
education for the intercultural experience.
Yarmouth Maine Intercultural Press. - Brown, T.(n.d.). The changing face of the United
States. Retrieved from www.DiversityTrends.com - Buckler, C. (n.d.). Module 3 Cross-cultural
communication. Retrieved from - www.ookpik.org/pdf/cross_cultural_coms.pdf
65References
- Ford, J. ( 2001). Cross cultural conflict
resolution in teams. Retrieved from
www.mediate.com/articles/ford5.cfm - International Federation of University Women
(2001). Workshop on conflict resolution
Facilitators guide. Retrieved from
www.ifuw.org/training/pdf/conflict-facilitator-200
1.pdf - LeBaron, M.(2003). Bridging cultural conflicts
A new approach for a changing world . San
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