1. Managing Conflict in a Multicultural Environment Presenter: Deborah White, D. White and Associates, 604-515-7541 (May not be used without the consent of the author – Deborah White)

2. Objectives After this session, participants will: Understand some of the conflict dynamics that may arise in a cross cultural exchange Understand some of the conflict dynamics that may arise in a cross cultural exchange Understand the role that power and trust play in a conflict situation Understand the role that power and trust play in a conflict situation Understand how to identify when a conversation is becoming adversarial Understand how to identify when a conversation is becoming adversarial Have some strategies for managing the emotional reactions – both their own and the reaction of the people they are assisting Have some strategies for managing the emotional reactions – both their own and the reaction of the people they are assisting

3. Dynamics in Conflict (with new refugees/immigrants) They are in a new situation – lots of unknowns They are in a new situation – lots of unknowns Their situations are unstable and uncertain Their situations are unstable and uncertain They may not know the language They may not know the language They are feeling vulnerable They are feeling vulnerable The power dynamic is skewed – and not in their favour The power dynamic is skewed – and not in their favour

4. The Power Dynamic Where sources of power come from; People – allies, numbers, support, etc People – allies, numbers, support, etc Personal – size, voice, gender, age, knowledge, ethnicity, abilities etc. Personal – size, voice, gender, age, knowledge, ethnicity, abilities etc. Economic – access to resources Economic – access to resources Authority/role – organizational status, social status, professional status Authority/role – organizational status, social status, professional status Status quo – custom, tradition, societal standards, law Status quo – custom, tradition, societal standards, law Social or moral values – accepted social/cultural values/norms, religious beliefs, majority belief system Social or moral values – accepted social/cultural values/norms, religious beliefs, majority belief system

5. Managing the Power Dynamic Because you will be seen as having more power, consider making the location and environment friendly to the other person Because you will be seen as having more power, consider making the location and environment friendly to the other person Share as much information, resources, expertise that you have Share as much information, resources, expertise that you have Be willing to listen to the other – watch how much air time you fill Be willing to listen to the other – watch how much air time you fill Find ways to “level the playing field” – try not to threaten Find ways to “level the playing field” – try not to threaten Look for clues the other person is having problems with the power dynamic (comments and body language) Look for clues the other person is having problems with the power dynamic (comments and body language) Stay non-defensive Stay non-defensive

6. Clues the Conversation is Becoming Adversarial You will begin to feel like you are working against the other person rather than with them You will begin to feel like you are working against the other person rather than with them You will notice behaviours such as position taking, refusals, argumentation, attacks You will notice behaviours such as position taking, refusals, argumentation, attacks You will see the person trying to satisfy their own needs and not taking into consideration what you may be facing You will see the person trying to satisfy their own needs and not taking into consideration what you may be facing The relationship starts to feel strained The relationship starts to feel strained Any outcomes feel like they may be short lived Any outcomes feel like they may be short lived

7. Cultural Aspects to Watch for in Conflict N. American Culture Other Cultures -Individual is valued;-Group’s interests Independence and considered paramount Independence and considered paramount Personal achievement Personal achievement -Informality/first names -Permission for first names/some never names/some never -Mobility is important-Many never leave home home -Personal opinion-Deference to power and authority and authority -Direct communication-Directness/open criticism is considered offensive; considered offensive; intermediaries often used intermediaries often used -Individuals have the right to challenge authority-Authority rarely challenged

8. Cultural Factors Anglo/Western Accepting/tolerant of conflict Confrontation is valued –shows strength Verbal communication is valued High level of self disclosure Internal locus of control Asian/Eastern Tending to avoidance of Conflict Confrontation is devalued – loss of face Non-verbal communication is valued Low level of self-disclosure External locus of control

9. Tips for Communication with Non-native Speakers of English Use uncomplicated language and clear explanations Use uncomplicated language and clear explanations Speak clearly and avoid slang and idioms Speak clearly and avoid slang and idioms Summarize and repeat back often so the person knows you understand Summarize and repeat back often so the person knows you understand Clarify and confirm what you have said Clarify and confirm what you have said Avoid “yes/no” questions Avoid “yes/no” questions Pause longer when waiting for responses; allow time for the other person to reply Pause longer when waiting for responses; allow time for the other person to reply Allow non-native speakers to finish their sentences themselves (many cultures are comfortable with silence) Allow non-native speakers to finish their sentences themselves (many cultures are comfortable with silence) Language fluency does not equal cultural fluency Language fluency does not equal cultural fluency You may want a cultural interpreter to assist when necessary You may want a cultural interpreter to assist when necessary

10. Steps to Managing Your Internal Arousal Step 1 Become aware of your physical response Become aware of your physical response Step 2 Take control of your internal dialogue – support yourself – positive and brief Take control of your internal dialogue – support yourself – positive and brief Step 3 Now you can respond to the other person Now you can respond to the other person

11. Options for Dealing with Anger 1) Diffuse the hostility – watch your body language, use good listening skills, show concern, focus on interests. 2) Setting limits – the goal is to set boundaries about behaviour you find unacceptable – this includes destructive and angry behaviour, inappropriate timing, setting, etc. 3) Disengaging from the Situation – the aim is to disrupt the anger process and to allow for cooling down. Your aim is to come back to the issue later or having someone else step in.