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t. 029 2036 8888 e. [email protected] w. www.diversecymru.org.uk a. 3rd Floor Alexandra House, 307-315 Cowbridge Road East, Canton, Cardiff, CF5 1JD Working with Diverse Communities, Better Communication and Better Care – How it can help my practice Diverse Cymru is a registered charity (1142159) and a company registered in England and Wales (07058600) Presentation is in five sections: • Work of Diverse Cymru • Interaction with diverse clients • Communication across language barriers • Resources • Questions Work of Diverse Cymru Diverse Cymru is an Equality charitable organisation based in Cardiff. Our mission is to eliminate discrimination and inequality in Wales. We do this through: •Provision –Delivering services that reduce inequality. •Promotion- Increasing awareness of equality issues. •Participation: enabling people affected by inequality to engage and speak for themselves. •Inspiring action: Motivating people to take action against inequality. Case study 1 - Single parent from Congo with mental health issues and has been accessing project services for two years. She asked for support with children’s behaviour, education issues, development and health issues. Domestic violence issues have had a negative effect on both children. The couple separated in June 2010 and the family moved to BASWO Refugee/Supported Housing. Case study 2 – Client from Oman and her three children were abandoned by her husband. Husband re-married and went to live overseas. Mother, who experiences bouts of depression, was unable to cope. She had limited English and her eleven year old son took on the absent father’s role. Case study 3 - Single parent fled Nigeria when her family pressured her to undertake genital mutilation. She was unwilling and did not agree with this practice. In UK, she was homeless and suffered domestic and sexual abuse, post traumatic stress and feared that the UK border agency would deport her back to her home country. She has two children who have behavioural problems and can become violent if other children or others do not listen to them. Case study 4 - Single parent with bipolar disorder with two children aged five and twelve has been referred to the project. Parent has court proceedings, children on local authority register, experience of social injustice, social exclusion, unemployment, insecure housing and little support from family. Older child has been bullied in school and in community due to her physical appearance and wearing of religious clothing. Younger child has behaviour problems and experiences mistrust of people around. Parent’s experience of contact with Mental Health services is not very positive. Children and adult service worker worked on issues of concern in a collaborative way by listening to and wherever possible acting on the child's and parents view of the situation. A programme of intervention was outlined for children and mothers. Work with children focused on social and emotional skills, anger management, communication skills, goal setting, and range of activities that highlighted strengths and interests. Children were set simple tasks like three good things which happened to you today, special person in your life and draw your family in the park. From this exercise we gathered that the children were fond of art and crafts. During this time the older child –as in case study 4 would become engrossed in the activity and have a sense of control. Our work with BME children and young people shows them that they recognise that all children experience difficulties, irrespective of their ethnicity. However, our client’s revealed specific difficulties they experienced due to their ethnicity and which had a negative impact on their own mental health and aggravated their parent’s mental health. This included discrimination, the demand of dealing with two cultures and the greater likelihood of people from BME communities experiencing socioeconomic disadvantage. Clients have no awareness of mainstream provision that could help address their needs and how they might access them. Cultural pride and poor problem techniques and trust also feature strongly in the feeling of our clients. Changes in demography, in our awareness of differences in individual belief and behaviour, and new legal mandate, we are constantly presented with new challenges in our attempt deliver services to diverse clients. Communication across language barriers: Suggestions presented are to help build sensitivity to different styles and foster an environment which is non-threatening to our clients. • • • • Make sure your clients know what you do Build rapport with the client Determine if the client needs an interpreter Make sure client knows what to do To enhance client communication and to avoid being unintentionally patronising be aware of the following: • Style of Speech: People vary greatly in length of time between responses, the speed of their speech and their willingness to interrupt • Eye contact: The way people interpret various types of eye contact is tied to cultural background and life • Body language: Sociologists say 80% of our communication is nonverbal. The meaning of body language varies greatly by culture, class, gender and age • Gently Guide client conversation: English pre-disposes us to direct style; however other languages and cultures differ • Low literacy and linguistic barriers Resources • Language identification cards • Common sentences in multiple languages • Information on special topics such as: Assessment, Child Protection, Physical Abuse and Substance Abuse Questions? Bibliography Hall, E.T. (1990). Understanding Cultural Differences. Yarmouth, ME: Intercultural Press. Hall, E.T. (1985)Hidden Differences: Studies in international communication. Hamburg, Germany.