CULTURAL SENSITIVITY TRAINING Ursula D. Leitzmann, M.A. Intercultural Trainer June 1, 2004

1. CULTURAL SENSITIVITY TRAINING Ursula D. Leitzmann, M.A. Intercultural Trainer June 1, 2004

2. Workshop Goals • To communicate more successfully across cultural borders • To develop a sense for the similarities and differences between U.S. American and other cultures • To understand and interpret behavior context-appropriately

3. Culture is… …the software of the mind

4. CULTURE • Learned and shared patterns of values and behaviors of groups of interacting people • Groups: national, ethnic, organizational, age, gender • Socially constructed

5. Where do you belong?

6. Culture is what water is to a fish …it takes it for granted until it is out of its environment

7. Intercultural Awareness • We seek to confirm the correctness of our worldview • We do not seek out difference • We often make meaning by contrast • But: the opposite of our perspective is not the negation of our beliefs • Thus: the challenge is to reconcile conflicting values and behaviors without placing judgment

8. Intercultural Competence • Intercultural mindset: awareness of cultural diversity (expressed through different communication styles) • Intercultural skill set: knowledge of cultural general frameworks • Intercultural sensitivity: ability to experience cultural difference (empathy)

9. Cultural Iceberg • Explicit culture: • First name • To speak one’s • mind • Eye contact • Nodding • Silence Behavior • Implicit culture: • Informality: no • display of status • Self-assertiveness: • holds a positive value • Trust • “Yes” • Agreement? Assumptions Values

10. Stumbling Blocks in Intercultural Communication Language Making sense in a non-native language Assumptions of similarities Attribution of meaning Non-verbal assumptions Eye contact, personal space

11. Riddle • Edible • Warm color • Round shape • Contains seeds • Grows on a tree • Name begins with vowel • Good for juice • Unsuitable for most sports

12. Different Attribution of Meaning

13. Direct Communication • C O N T E X T Verbal Non-Verbal • Meaning is in the verbal message • Speaking one’s mind • Face-to-face communication • → can be perceived as going • overboard when too assimilated to • this communication style

14. Indirect Communication • C O N T E X T Verbal Non-Verbal • Meaning is in the context • Vague and ambiguous language • Involvement of third parties to solve disagreements • → can be perceived as deceiving by individuals • who prefer a direct communication style

15. Emotionally Expressive Communication Style • Emotions are an indicator of the importance of the matter • Trust and emotional commitment is developed and • credibility established through emotions

16. Emotionally Restrained Communication Style • Emotions are discredited as unprofessional • Trust is developed and credibility developed through • emotional suppression • Sensitive to hurting feelings of others

17. Self-effacement Emphasizes the importance of humbling oneself Displays the use of self-depreciation concerning one’s efforts or performance Self-enhancement Emphasizes the importance of being reassuring of one’s accomplishments and abilities Verbal Styles

18. Person-oriented Displays role suspension Emphasizes importance of informality Individual-centered Verbal style less indicative of competence Status-oriented Role-centered Emphasizes formality Emphasizes hierarchy and deference to authority Use of proper verbal style (context-dependent) Verbal Styles

19. “I” versus “We” Cultures Versus • “I identity; Individual goals • Voluntary reciprocity • Ties between individuals are loose • “We” identity; group goals • Obligatory reciprocity • Integrated into strong, cohesive • groups

20. “I” versus “We” Cultures Examples Guatemala Ecuador Panama Indonesia Pakistan Taiwan China Japan West/East African countries Examples United States Australia United Kingdom Canada Netherlands New Zealand Sweden France Germany

21. Task versus Relationship Achievement Goal Task Relationship Time

22. Task-Oriented Health Care Institutional Structured (time & space) Professional (disease is at the core of the contact) Individual is seen as case Success is measured Satisfaction depends on intake of medicine Relationship-oriented Caring Non-institutional Unstructured Personal (individual is at the core of the contact) Individual is seen as part of community Success is felt Satisfaction does not depend on intake of medicine Tuberculosis Screening Program

23. Public Versus Private Space, Communication, and Interaction Other countries United States

24. Public and Private Types public private private Discomfort Zone

25. Space and Time Across Cultures • What is the appropriate personal distance? • M-time (clock time, sequential, linear) • P-time (relational time, simultaneous activities, circular)

26. Some Values U.S. Americans Live By I am important and have control over my environment Task/action orientation Friendly and informal relationships Initiative Independence Achievement Linear time orientation Present Future Problem-solving attitude Change is positive Rules

27. Promotion mechanisms: achievement Selection of potential candidates Feedback: “Sandwich” approach Mentor/mentee relationship: task comes first How does culture affect work place behavior Disagreement: expressed verbally Socializing at work: informal Motivation by encouragement Teamwork= distribution of tasks What expectations do you bring to work?

28. “Case Studies” • Can I extend my stay? • Failing to appear at the appointed time. • The Nigerian Student