Transcript Slide 1

Diversity and Effective
Communication Across Cultures
Presenter: Elizabeth Ortiz, Ed.D.
Defining Diversity
• Illusive
– Difficult to define
because diversity
means different things
to different people.
– Ever evolving and
expanding.
– Open Inclusive
definition.
– No cookie cutter
recipe.
Copyright DePaul University
Dimensions of Diversity
Role in the Firm
Level
Education
Religion
Military
Status
Service
Line
Values
Age
Thinking
Style
Mental/Physical
Ability
National
Origin
Race
Diversity
Dimensions
Gender
Class
Work
Experience
Function
Sexual
Orientation
Ethnicity
Appearance
Working
Style
Marital/
Dependent
Status
Industry
Specialization
Geographic
Location
Language
Credentials
Region
Tenure with
the Firm
organizational
secondary
primary
Adapted from Loden 1991 Workforce America
Copyright DePaul University
What does
diversity
mean to
you?
Copyright DePaul University
First Challenge – Know Yourself
Acknowledge
your own
assumptions
both positive
and negative
Know yourself
and your own
culture
Confront
Stereotypes
Examine
your own
attitudes,
values, and
beliefs
Copyright DePaul University
Gender Exercise
Second Challenge – Seeing the world differently
• Realize everyone has his/her own cultural lens
through which they frame their reality and view of
the world.
• That view may be different than yours.
• No right or wrong just different.
• This differing interpretation may lead to conflict.
• Learn to grow and advance because of diversity not
in spite of it.
• Don’t desire assimilation but strive
for incorporation of differences.
Copyright DePaul University
Third Challenge - Balancing
• Learn to recognize when our own
perceptions interfere with our interactions
and decision making.
• Do we only see one side?
• Are we stuck in hierarchy?
• Do we consider all perspectives?
• Do we think the other person has to change?
• Are we willing to change?
Copyright DePaul University
Definition of Terms
• Cultural competence: A set of competencies and
skills that individuals and organizations can use to
create a truly inclusive environment.
• Cross cultural communication: The ability to
successfully form, foster, and improve relationships
with members of a culture different from one's own.
It is based on knowledge of many factors, such as
culture's values, perceptions, social structure, and
decision-making practices, and an understanding of
how others communicate.
Why communicate?
Hopes
• The possibility of dialogue
• Learning something new
• Developing friendships
• Understanding different points of view
• Developing human connection
• Developing trust and deeper meaning in the
workplace
Why don’t we engage?
Fears
• Being judged
• Miscommunication
• Being misunderstood
• Patronizing or hurting others unintentionally
• Making a mistake
• Being labeled
Active Listening: First strive to understand
than to be understood- covey
• Be other-directed; focus on the person
communicating: Follow and understand the speaker
as if you were walking in their shoes
Listen with your ears but also with your eyes and
other senses.
• Be aware: non-verbally acknowledge points in the
speech: Don’t agree or disagree but let the
conversation run its course
Be involved: Actively respond to questions and
directions. Use your body position ( lean forward) and
attention to encourage the speaker and signal your
interest.
10 Tips for cultural communication
1. Practice, practice, practice. Realize that this
process takes time.
2. Don't assume that there is one right way to
communicate. Keep questioning your
assumptions.
3. Don't assume that breakdowns in
communication occur because other people
are on the wrong track.
4. Listen actively and empathetically.
5. Respect others' choices about whether to
engage in communication .
10 tips continued
1. Stop, suspend judgment, and try to look at
the situation as an outside observer.
2. Be prepared for a discussion of the past. Use
this as an opportunity to develop an
understanding from "the other's" point of
view, rather than getting defensive.
3. Awareness of current power imbalances.
4. Remember that cultural norms may not apply
evenly to all.
5. Be aware of non-verbal cues(eye contact)
Communicating Across Difference
What would you do?
• Group Exercise
• The problems in intercultural communication usually come
from problems in message transmission. In communication
between people of the same culture, the person who receives
the message interprets it based on values, beliefs, and
expectations for behavior similar to those of the person who
sent the message. When this happens, the way the message is
interpreted by the receiver is likely to be fairly similar to what
the speaker intended. However, when the receiver of the
message is a person from a different culture, the receiver uses
information from his or her culture to interpret the message.
The message that the receiver interprets may be very
different from what the speaker intended.
Diversity is a Life Long Journey
• Make the mental connection: making a
conscious effort to grow, learn, and move
forward with cultural understanding and
competency.
• Learn through life experiences and human
interactions.
• Diversity competency takes time, reflection,
and real work.
Copyright DePaul University
References
•
•
•
•
•
•
•
•
•
•
•
Avruch, Kevin and Peter Black, "Conflict Resolution in Intercultural Settings: Problems and
Prospects," in Conflict Resolution Theory and Practice: Integration and Application, edited
by Dennis Sandole and Hugo van der Merwe. New York: St. Martin's Press, 1993.
Nichols, Edwin J., a presentation made to the World Psychiatric Association and Association
of Psychiatrists in Nigeria, November 10, 1976.
Avruch and Black, 1993.
Working on Common Cross-Cultural Communication Challenges", Marcelle E.DuPraw and
Marya Axner
"Breaking Through Culture Shock", Elisabeth Marx
"Building Trust Across Cultural Boundaries", Ira Asherman, John W. Bing, Ed.D., and Lionel
Laroche
"Developing a Culture for Diversity", Chris Speechley and Ruth Wheatley
"Cultures and Organizations: Software of the Mind", Geert Hofstede
"Language Is More than Just Words", Alix Henley & Judith Schott
“Working on Common Cross-cultural communication challenges”, Marcelle DuPraw and
Marya Axmer.
“Understanding and Overcoming blocks to communication”, 1000 Ventures .com