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Building Together Overcoming Cultural Communication Difficulties Correction from Lil.

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1 Building Together Overcoming Cultural Communication Difficulties Correction from Lil

2 Part of the Building Process “ If I understand you, it’s easier to help you.” Understanding involves awareness, experience, and living! Sue Oguchi Has taught English abroad, experiencing the good and the often frustrations of life in another country Has general information that will help us to better understand and be understood by our newest library clients Beth Entz Ideas to use on the job Lil Radley Community supports and resources Session Participants Please share your ideas. and ask questions as we are proceeding. You may forget if you wait until the end! “Why don’t they understand ?”

3 Southern Alberta Landscape

4 Things to Consider ESL vs. ESL Literacy Educational Background Cultural Distance

5 What does it all mean? Terms you may have heard ESL EAL1.5 LIFE ELT EFL ELL ESPEAPEW

6 ELL Continuum Continuum of Literacy level in first language Pre-literate and Non-literate ESL Literacy Students Semi-literate ESL Literacy Students Functionally Literate ESL Students

7 Educational Background Any learner with fewer than ten years of formal education, especially interrupted formal education, is likely to benefit from ESL literacy. ESL Literacy Network

8 is a measure of the difference between two cultures with regard to: politics technical and economic experiences language the size and cohesiveness of the group attitudes patterns – ways of doing things

9 Cultural Distance More to adapt to Longer to adapt Increased stress

10 Culture Shock How long does it really last?

11 Adaptation Stages of Adjustment Needs/Charact eristics Challenges Settlement Adaptation Integration Roots and Connections – Tool Kit NorQuest College

12 Affected by: 1.Age 2.Cultural distance (the degree of similarity or dissimilarity between the host culture and the culture of origin) 3.Education 4.Gender 5.Support network 6.Experiences of discrimination 7.Immigration experience, e.g. time of arrival, length of residence, reason for immigration, language, politics, religion, status before immigration

13 Cultural Bridges

14 What is a cultural bridge? A person who mediates the cultural distance between learners and community members and uses bridging processes to facilitate a shift in perspective when exploring the cultural perspectives of different groups. (Apedaile and Whitelaw, 2013) As we, library staff, interact with our clients, staff and clients, both learn and understand more and more.

15 Why ? 1. Research The Contact Hypothesis states that groups from different cultures must be appropriately prepared to interact. If they are not, then a reinforcement of stereotypes and prejudice is likely to occur. (Allport, G. W. Pettigrew, T. F., & Tropp, L. R.)

16 Changes, conflicts… Objects/Symbols Behaviours Values Beliefs “Normal”

17 How can we help? Do speak in a normal volume of voice Do speak slower than usual. Do allow them time to respond. Do use different words if they indicate they do not understand the ones you used. Do use words that have no more than 7 letters and 2 syllables. Do use short sentences. Do enunciate clearly and use intonation appropriately. Do maintain eye contact. Do use helpful (polite) gestures.

18 Do use your toes, not your nose. Do have them write down what it is they are asking you. Do write down the answer to their question. Do be patient. Do try not to say “I don’t understand you…” Do try to avoid idioms and slang. Do create cheat sheets. (example to follow) Do try to publish library information in “simple” English. (example to follow) Do use pictures where possible. Do double check they understood you. Do smile.

19 Cheat Sheet Example Me gustaría obtener una tarjeta de acceso.I would like to get a library card Necesito obtener una contraseña para mi tarjeta de acceso.I need to get a PIN for my library card Me gustaría obtener una tarjeta para usar las computadoras.I would like to get a card to use the computers Me gustaría obtener una tarjeta de acceso para mi hijo/a.I would like to get a library card for my child Necesito pagar mi cuenta. ¿Cuánto debo?I need to pay my fines. How much do I owe? ¿Cuánto cuesta una tarjeta de acceso?How much is a library card? ¿Cómo puedo saber la fecha de retorno de lo que presté?How do I know when my items are due? I need to see some identification with your name and address on it. Necesito ver su identificación con su nombre y dirección. I need you to choose a password. It needs to be numbers only. Necesito que elija una contraseña que contenga números solamente. I need to see identification with your child’s name on it. Necesito ver identificación que contenga el nombre de su hijo/a. Can you tell me the title of the book you want?¿Podría decirme el nombre del libro que necesita? A library card is $15.00 for an adult card, and free for a child’s card. Una tarjeta de acceso para adultos cuesta $15, y para menores es gratis. Your due date is on the print out I will give you.La fecha de retorno esta indicada en recibo que le voy a dar. You need to pay a fine for an overdue book.Tiene que pagar una multa por el retraso en devolver los libros.

20 Difficult sign to read

21 Easy sign to read

22 Community Resources Find out who in your community offers these services. Have their information available on your website, as a bookmark, etc. Translation services Immigrant serving agencies Community adult learning councils Volunteer tutor adult learning programs Legal/health/education supports

23 More Resources & Ideas Partner with your local town/city administration or schools to have them inform you when a new family has moved to your community. Schedule “ Welcome to our Library” orientation evenings throughout the year for newcomers. Bring in a translator, to ensure understanding. Partner with your local Welcome Wagon or a service organization to present a basket at “Welcome to our Library” evenings. Partner with your local ethnic groups so that they can help you prepare those “cheat sheets” for your clients or any translation services required. Indicate other languages spoken by library staff (by their name tag). Check your local college or university for classes on cultural communication, e.g. Communicating Across Cultures, Communication and Customer Focus NorQuest College –offers 9 different courses for intercultural learning, some online learning – A Practitioner certificate -In part 1 Participants will build a solid foundation of intercultural knowledge, skills, and awareness by learning a practical approach to effective communication in intercultural spaces. NEW –CRITICAL INCIDENTS IN THE WORKPLACE. TWO HOUR FREE WORKSHOP. CONTACT: Internet – many, many different sites for intercultural communication.

24 If you open your mind, your life will be continually enriched. Lil Radley

25 More Comments or Questions?

26 Thank you!

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