Work effectively with culturally diverse clients and co-workers HLTHIR403C # 5: Resolving misunderstandings

Lesson Outline Identify issues that may cause conflict Understand different conflict styles. Identify health and unhealthy strategies to deal with conflict. Learn how to resolve conflict. Understand how social and emotional development assists in dealing with conflict. Seek assistance from appropriate people (eg: supervisors) when required

Identifying issues causing misunderstandings Misunderstandings & conflict can create some of the most severe challenges in our personal and professional relationships In your role as a community service worker or counsellor you will encounter misunderstandings or conflict which you will need to resolve Conflict is an opportunity for growth

Identifying issues causing misunderstandings Misunderstandings arise from differing needs, eg: To feel understood & heard To receive feedback & feel supported Differences in learning styles Cultural diversity creates differing expectations Conflicting goals within the organization Differences in work pace Poor relationships or teamwork Language or communication problems

Ways of responding to misunderstandings 3 common ways of responding to stress & conflict can be likened to the way we drive: Foot on the gas: angry or agitated. You’re heated, keyed up, overly emotional, and unable to sit still. Foot on the brake: withdrawn or depressed stress response. You shut down, space out, & show very little energy or emotion. Foot on both gas and brake: tense and frozen. You “freeze” under pressure and can’t do anything. You look paralyzed, but under the surface you’re extremely agitated. Discussion points with students: Stress interferes with the ability to resolve conflict by limiting one’s ability to: Accurately read another person's nonverbal communication Hear what someone is really saying Be aware of your own feelings Be in touch with your deep-rooted needs Communicate your needs clearly

Ways of responding to misunderstandings Misunderstandings & conflict trigger strong emotions and can lead to hurt feelings, disappointment, discomfort, and feeling resentful or bullied Youtube Video: What is your conflict style? http://www.youtube.com/watch?v=hv9FEuk4Mhk&feature=related Discuss the many different ways that you react to conflict or misunderstandings. Summarise which conflict style you predominately use Teacher’s note: Class feedback on students’ responses. Explain concepts of healthy & unhealthy responses to conflict as lead-in to next slides

Ways of responding to misunderstandings Some unhealthy responses: Unable to recognize & respond to the things that matter to the other person Explosive, angry, hurtful or resentful reactions Withdrawing love or approval Fearing & avoiding facing up to the conflict (due to expectations of bad outcomes) Blaming oneself or others Bullying Elicit students’ ideas about other examples of unhealthy responses to conflict Possible discussion on the consequences of blaming self/others: Can create feelings of inadequacy, be condescending, cause embarrassment, guilt, shame, etc, in others and in oneself

Ways of responding to misunderstandings Some healthy responses: Recognize and respond to the things that matter to the other person Calm, non-defensive, respectful behaviour Seek compromise & avoid punishing Readiness to forgive & forget, and to move past the conflict without holding resentments or anger Can you think of any others? Elicit from students what they have learnt about their own responses to stress, misunderstanding or conflict. What ‘healthy’ strategies do they know & use?

Tips for resolving misunderstandings Seek a Solution - make resolving the problem the priority rather than winning or "being right." This should help maintain & strengthen the relationship Analyse & understand how another’s culture may influence their thinking and actions. Each person’s perception of things comes from their own cultural background Listen carefully to the other’s words & body language. This should help you understand where they are coming from

Tips for resolving misunderstandings Try not to place blame on yourself or the other person Remember that you don't have to be close with everyone but you do need to empathise with them & work with them in a professional manner Come to a place of understanding, and try to work things out in a way that’s respectful to all involved despite any differences Video: Managing Conflict - Thomas Kilmann Conflict Mode Instrument http://www.youtube.com/watch?v=QFf88IVl_Wc Video discussion: Cooperativeness (others’ needs) versus assertiveness (our needs) Remind students of the animals in the Conflict Styles video – discuss adopting a different style (‘animal’) for different situations

Resolving Conflict Model Discuss this with students as a continuous model for conflict resolution, circling from defining the conflict to examining solutions to testing them through to evaluating how the chosen solution worked.

Daniel Goleman (1995):emotional intelligence has two aspects: Emotional and Social development strategies to assist in resolving conflict Developing our Emotional & Social Intelligence helps us deal with misunderstandings Daniel Goleman (1995):emotional intelligence has two aspects: Understanding yourself, your goals, intentions, responses, and behavior Understanding others, and their feelings Video: Emotional Intelligence or Behaviorial Control? (part 2) http://www.youtube.com/watch?v=8W4kWPdcdUk&feature=related31

Goleman identified five 'domains‘: Knowing your emotions. Emotional and Social development strategies to assist in resolving conflict Goleman identified five 'domains‘: Knowing your emotions. Managing your own emotions. Motivating yourself. Recognising and understanding other people's emotions. Managing relationships, i.e., managing the emotions of others. Teacher’s note: Brief discussion with students on how we as individuals can recognise & understand our own and other people’s emotions, including awareness of non-verbals/body language in reading others

Emotional awareness helps you: Emotional and Social development strategies to assist in resolving conflict Emotional awareness helps you: Understand what is really troubling other people Understand yourself, including what is really troubling you Stay motivated until the conflict is resolved Communicate clearly and effectively Attract and influence others

References Chatswood (1993).The conflict resolution network: Conflict resolution trainers manual – 12 skills) Chenoweth L & McAuliffe D 2011 The road to social work & human service practice, 3rd edn.,Cengage Learning Australia. Chapter 8 Comparing Different Cultures: Intercultural Communications - Rey Ty, online video, accessed 20th May 2012 http://www.youtube.com/watch?v=3gRXMzR_8BY Corey G, Corey MS & Callanan P 2011 Issues and ethics in the helping professions, 8th edn., Cengage Learning: Brookes/Cole , United States. Chapter 4 Cornelius, H & Faire, S. (1989). Everyone can win: How to resolve conflict. Simon & Schuster, Sydney Cross Cultural Communication , online video, accessed 20 May 2012 , http://www.youtube.com/watch?v=BrJTf97Ev8o&feature=results_main&playnext=1&list=PLFE9649EC6D77970C Culture and Communication-Low and High Context Cultures, online video, accessed 20 May, 2012, http://www.youtube.com/watch?v=8tIUilYX56E&feature=autoplay&list=PLFE9649EC6D77970C&playnext=2

References Cultural Competence: Managing Your Prejudices, online video, accessed May 22, 2012. http://www.youtube.com/watch?v=E1MI_h0HIcw Cultural Diversity - Tips for communicating with cultural awareness, online video, accessed 20 May 2012, http://www.youtube.com/watch?v=ZDvLk7e2Irc&feature=related Diversity Dave, online video, accessed 26 May 2012, http://www.youtube.com/watch?v=gc-eWbc7kDM&feature=related Emotional Intelligence or Behaviorial Control? (part 2) , online video, accessed 23 May, 2012, http://www.youtube.com/watch?v=8W4kWPdcdUk&feature=related31 Erikson, E.H. (1974). Dimensions of a New Identity. New York: Norton Georgetown University: National Centre for Cultural Competence 200, ‘Cultural Competence: Definition & Conceptual Framework,’ Washington, accessed 24 May, 2012. http://nccc.georgetown.edu/foundations/frameworks.html#ccdefinition Goleman, D. (1995). Emotional Intelligence. London: Bloomsbury Publishing Goleman, D. (1998). Working with emotional intelligence. New York: Bantam Books. Hage, H. & Couch, R. (eds), 1999, The Future of Australian Multiculturalism, Research Inst. For Humanities and Soc. Sciences, Sydney University Healey, J., 2000, Multiculturalism Volume 126, Issues in Society, The Spinney Press, Thirroul, NSW Healey, J., 2000, Australia’s National Identity, Volume 133, Issues in Society, The Spinney Press, Thirroul, NSW

References Human Rights and Equal Opportunity Commission Fact sheet: Face the Facts: How diverse are Australians (section 6) Hodge B & O’Carroll J 2006 Borderwork in Multicultural Australia, Allen & Unwin Sydney Kenny S 2011 Developing communities for the future, 4th edn., Cengage Learning Australia. Chapter 9 Practice in human services organisations, Allen & Unwin, Australia. Chapter 6 Maidment J & Egan R (eds) 2009 Practice skills in social work & welfare, 2nd edn., Allen & Unwin, Australia. Chapter 9,11 Making Multicultural Australia, 2002. “Ethnicity”. Accessed May 23, 2012http://www.multiculturalaustralia.edu.au Managing Conflict - Thomas Kilmann Conflict Mode Instrument , online video, accessed 22 May, 2012, http://www.youtube.com/watch?v=QFf88IVl_Wc MDA Multicultural Development Association 2012, “Working as a culturally competent mental health practitioner”. Accessed May 22, 2012, http://aboriginal.childhealthresearch.org.au/media/54895/chapter12.pdf Nick Vujicic, No Arms, No Legs, No Worries! Part 1, online video, accessed 18 May 2012, http://www.youtube.com/watch?v=yo_24_qTNac

References O’Hara A & Pockett R (eds) 2011 Skills For Human Service Practice: Working with Individuals, Groups and Communities, 2nd edn., Oxford University Press, Australia/ New Zealand Racism. No Way! 2010. “Fact sheet: Australia's Cultural Diversity”, accessed May 24 2012 Sockalingum adapted from Hayes, Cultural Competence Continuum, 1993 and Terry Cross Cultural Competency Continuum “The secret world of the child bride: Heartbreaking pictures of the girls as young as FIVE who are married off to middle-aged men,” Daily Mail, accessed 24 April,2012, http://www.dailymail.co.uk/news/article-2001029/Child-brides-young-5-married-secret-middle-aged-men.html#ixzz1pjEGZZYf Trudge R 2005 Why worriers lie down and die, P/l Darwin Segal J., Ph.D., Smith M., M.A., and Jaffe. J, Ph.D.  Cited March 2012 , accessed 23 May, 2012, http://www.helpguide.org/mental/eq6_nonverbal_communication.htm Teenage parents - Babes - First Light, online video, accessed 21 May 2012 http://www.youtube.com/watch?v=5-ChyDrcizM Today Tonight story on Universal Royalty Pageant Australia , online video accessed 24 May 2012 http://www.youtube.com/watch?v=yTQ51p6QW1A What is your conflict style?, online video, accessed http://www.youtube.com/watch?v=hv9FEuk4Mhk&feature=related