Cross Cultural Communication Workshop Nataly Blas Emily Mann May 23, 2013
Cross Cultural Communication
Workshop
Nataly BlasEmily Mann
May 23, 2013
Dinámica
• Dame esos cinco si, has viajado a otro país
• Mujeres a la derecha y hombres a la izquierda
• Todos de pie si, hablas dos o más idiomas
• Levanten la mano si, han ayudado a un
estudiante internacional
• Parasen en un pie si, trabajas con el público
Activity
• Have you traveled to another country?
• To the right or to the left?
• Do you speak more than one language?
• Have you ever helped an international student?
• Do you work in Public Services?
Diversity at UNCG
UNCG fully supports and values an inclusive
community.
University Libraries Diversity and Inclusion Survey • Need for multilingual services, resources, and signsOMA Focus Groups • Need for more language support for Asian and
Hispanic students
UNCG Students come from these countries
Undergraduate Majors
Graduate Studies
2012 Diversity and Inclusion Survey
7 12 16 12 9 1517 20 13 16 11 10
284
169
3157
164
50
128
206 203 186 188213
86118
268 252
149
243
Diversity questionsStrongly Disagree Disagree Neither Agree nor Disagree Agree Strongly Agree
What makes a library non-welcoming?
• Unfriendly, non-diverse staff• Poor communication skills with foreign
students• Physical barriers to stacks and services• Signs all in English• Inadequate resources on diverse topics
We are doing a great job!
3.47 3.77 3.92 3.713.56
4.31
International Students Response
Scores are based on a five point Likert scale:1= strongly disagree; 5= strongly agree.
Student Quotes from Diversity Survey
“I should say that library services had
exceed my expectations. I am
very pleased”
“No, I think the library is an extremely welcoming place. The staff is knowledgeable and anxious to be helpful. I
have never met an unprofessional staff
member at Jackson Library.”
“There does not seem to be services or resources
that cater to diverse populations. Everything
seems standard and equal.”
Identity Molecule Activity
Who are you?
Your Name
How do we identify ourselves?
• Gender• Race/Ethnicity• Age• Religion• Economic Status• Sexual Orientation• Marital Status• Political Views• Occupation• Languages
• Life Experiences• Hobbies• Culture/Sub-culture• Clothing• Learning/Thinking Styles• Skills/Talents• Beliefs/Values• Concept of beauty,
friendships, etc• Gestures
Minimization
An orientation that highlights cultural commonality and universal values and principles that may also mask deeper recognition and appreciation of cultural differences.
We can do even better!
Public Service Points
• Circulation• DMC • SCUA • Reference • Music Library • Express Desk
Communication Barriers
Cultural
Functional
Language
Cultural Barriers
• Lack of cultural awareness
• Different non-verbal communications
• Different role relationships (teacher – student)
• “Cultural activities make public libraries more
attractive to get to know the local traditions”-
International StudentAdapted from Sarah D. Garner’s study
Functional Barriers
• Different experiences with academic libraries
• Different research skills
• Different experience with technology
Adapted from Sarah D. Garner’s study
Language Barriers
• Non-native English speakers• Use of slang, jargon, or idioms• Lack of understanding of library lingo i.e. “check out” a book
Adapted from Sarah D. Garner’s study
Patron Interview
Gather Informatio
n with open
questions
Confirm the
exact question
Give the Answer
Follow up
Welcome
Be Approachable!
• Friendly greeting; smiling
• Speaking in a relaxed tone, speak clearly and
slowly
• Assure patron you are there to help
Gather Information
• Provide your full attention
• Non-verbal cues, nodding to display understanding,
body language
• Be aware of cross-cultural
rules, such as personal space, eye contact
Confirm the Question
• Be patient, communication barriers may increase the time
you spend with a patron.
• Ask the patron to write something down for
clarification.
Give the Answer
• Keep the process clear and simple
• Take the time to explain library jargon,
such as database or catalog
• Be enthusiastic about the topic
Follow Up
• Make sure they got what they needed not what you think they needed
• If necessary, go back to “Gathering Information”
Tips for Communicating Across Cultures
• Be patient, don’t be afraid to ask for clarifications, and follow up
• Don’t make assumptions, one size does not fit all
• Avoid jargon, idioms, and jokes (this includes library jargon)
• Utilize teachable moments
• Be aware of your body language, such as personal space and eye contact
• Listen and pause before responding
• Treat the patron like they want to be treated—take cues from them
• Be friendly and enthusiastic
• Try different ways of communication
• View similarities and differences as equally important
• Assume you are capable of successfully interacting with others
Tell us your story!
Beyond the Public Service Desk
• Library tours in various languages• Diversity in the library’s collection• Multilingual services, such as tutors or
translation services• Library materials in other languages• Cross-cultural communication training for
library staff
Questions?
References
• ACRL Diversity Standards, http://www.ala.org/acrl/standards/diversity
• Brothen, E. & Bennet, E. (2013). The Culturally Relevant Reference Interview: How to
Enhance Reference Transactions in a Era of Diversity. In Library Sources for Multicultural
Patrons, 35, 297-302
• Garner, S. (2003). Bridging the Intercultural Communication Gap at the Reference Desk.
Legal Services Quarterly. 22(2), 7-33.
• Osa, J. O., Nyana, S. A., & Ogbaa, C. A. (2006). Effective Cross-Cultural Communication to
Enhance Reference Transactions: Training Guidelines and Tips. Knowledge Quest, 35(2),
22-24.
• RUSA Guidelines http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral