1. Four Skills of Cultural Diversity Competence
Chapter 4, Skill 3:
Practicing Culturally Centered Communication Skills

2. Skill 3, Practicing Culturally Centered Communication Skills
This skill has two parts:
First: the 14 competency behaviors
Second: the dialogue, conflict recovery and problem-solving process

3. Skill 3, Part One: the competencies

4. Skill 3: Practicing Culturally-Centered Communication Skills
Worksheet 15, Fourteen Personal Competencies Self-Test, pgs
Purpose: to foster awareness of the fourteen personal competencies through self-assessment

5. Skill 3: Practicing Culturally-Centered Communication Skills
Worksheet 15, Personal Competencies Self Test, pgs
1. Be Nonjudgmental
2. Be Flexible
3. Be Resourceful
4. Personalize Observations
5. Pay Attention to Thoughts and Feelings
6. Listen Carefully
7. Observe Attentively
8. Assume Complexity
9. Tolerate Uncertainty
10. Have Patience
11. Manage Personal Biases and Stereotypes
12. Have a Sense of Humor
13. Show Respect
14. Display Empathy

6. Skill 3: Practicing Culturally-Centered Communication Skills
Worksheet 17, Personal Competencies and Your Work Place, Pgs
Purpose: To foster awareness and understanding of the 14 personal competencies for effective communication and relationships in your work environment

7. Skill 3: Practicing Culturally-Centered Communication Skills
Worksheet 18, The 14 Personal Competencies Case Analysis, pgs
Discuss and Identify the competencies that would improve the relationships in your case examples from worksheet 13, pgs

8. Skill 3: Part Two, Dialogue and Conflict Recovery Skills: Dialogue Process
Dialogue is the exchange of information between people who are willing to listen to each others perspective in order to comprehend the meaning.
It is based on the premise of mutual respect and open inquiry.
It does not involve proving one's viewpoint is "right“
The personal competencies are the personal foundation for effective dialogue, recovery, and problem-solving skills.

9. Skill 3: Dialogue and Conflict Recovery Skills: Dialogue Process
Step One: Establish the Ground Rules
Step Two: Listen with Undivided Attention
Step Three: Say What You Think You Heard
Step Four: Tell Your Viewpoint

10. Skill 3, Dialogue and Conflict Recovery Skills: Conflict Recovery
Awareness and practice of recovery skills are needed for reestablishing rapport when mistakes and conflicts occur.
Step One: Acknowledge the Error
Step Two: Engage In Dialogue About the Issue
Step Three: Dialogue the Problem-Solving Process
Engage in dialogue in order to understand one another's perspective about the mistake or conflict, and to identify, evaluate, and agree upon options to implement (see problem-solving process)
Step Four: Use Mediator or Culture-Broker (Optional)
If needed, obtain involvement of other person to mediate in the misunderstanding or conflict in a culturally appropriate manner

11. Skill 3, Problem Solving Skills for Dialogue & Conflict Recovery
Step One: Define the Problem
Step Two: Identify Solutions and Generate a List
Step Three: Evaluate the List of Possible Solutions
Step Four: Choose Solution for Implementation
Step Five: Devise an Implementation Plan
Step Six: Assess the Success of the Solution

12. Skill 3, Two Communication Skills for Dialogue & Conflict Recovery
Worksheet 16, Two Communication Skills for Dialogue & Conflict Recovery, pgs 87-88
Purpose: To practice communication skills that integrate the competencies into dialogues.
Speak With “I” or “We” Rather Than With “You” Messages
Paraphrase: Repeat Back What You Think You Are Hearing

13. Skill 3: Using Dialogue in Case Analysis
Worksheet 19, Using Dialogue in Case Analysis, pages 93-95
Purpose: To practice the first 3 skills of cultural diversity competence
Instructions:
Identify the Aspects of Culture you see in the case (s) (skill # 1)
Identify the barriers you see in the case (s) (skill # 2)
Which competencies would improve the interactions in the case? (skill # 3)
Tell which persons in the case needs to practice the competencies.
Debrief: Did you engage in a dialogue in your group case analysis?

14. Skill 3: Practicing the First 3 Skills of Cultural Diversity Competence
Worksheet 20, Cultural simulation, Shodop Culture, pgs
Purpose: To practice the first three skills of cultural diversity competence in a cultural simulation.