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.

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Dimensions of Diversity

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Language

Appearance

Education

ThinkingStyle

WorkingStyle

Marital/DependentStatus

GeographicLocation

Gender

Mental/PhysicalAbility

Race

EthnicitySexual

Orientation

NationalOrigin

Age

LevelFunction

RegionCredentials

Work

Experience

ServiceLine

Tenure with

the Firm

IndustrySpecial-

ization

Role in the Firm

primary

secondary

organizational

Adapted from Loden 1991 Workforce America

Military

Status

Values

Religion

Class

DiversityDimensions

What does

diversitymean toyou?

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First Challenge – Know Yourself

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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.

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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?

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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 shoesListen 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 courseBe 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 communication1. 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 continued1. 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.

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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