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

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

Skill 3, Part One: the competencies

Skill 3: Practicing Culturally-Centered Communication Skills Worksheet 15, Fourteen Personal Competencies Self-Test, pgs. 85-86 Purpose: to foster awareness of the fourteen personal competencies through self-assessment

Skill 3: Practicing Culturally-Centered Communication Skills Worksheet 15, Personal Competencies Self Test, pgs. 85-86 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

Skill 3: Practicing Culturally-Centered Communication Skills Worksheet 17, Personal Competencies and Your Work Place, Pgs. 89-90 Purpose: To foster awareness and understanding of the 14 personal competencies for effective communication and relationships in your work environment

Skill 3: Practicing Culturally-Centered Communication Skills Worksheet 18, The 14 Personal Competencies Case Analysis, pgs. 91-92. Discuss and Identify the competencies that would improve the relationships in your case examples from worksheet 13, pgs. 71-72.

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.

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

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

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

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

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?

Skill 3: Practicing the First 3 Skills of Cultural Diversity Competence Worksheet 20, Cultural simulation, Shodop Culture, pgs. 97-98 Purpose: To practice the first three skills of cultural diversity competence in a cultural simulation.