Cross Cultural Communication

Workshop

Nataly BlasEmily Mann

May 23, 2013

Dinámica

• Dame esos cinco si, has viajado a otro país

• Mujeres a la derecha y hombres a la izquierda

• Todos de pie si, hablas dos o más idiomas

• Levanten la mano si, han ayudado a un

estudiante internacional

• Parasen en un pie si, trabajas con el público

Activity

• Have you traveled to another country?

• To the right or to the left?

• Do you speak more than one language?

• Have you ever helped an international student?

• Do you work in Public Services?

Diversity at UNCG

UNCG fully supports and values an inclusive

community.

University Libraries Diversity and Inclusion Survey • Need for multilingual services, resources, and signsOMA Focus Groups • Need for more language support for Asian and

Hispanic students

UNCG Students come from these countries

Undergraduate Majors

Graduate Studies

2012 Diversity and Inclusion Survey

7 12 16 12 9 1517 20 13 16 11 10

284

169

3157

164

50

128

206 203 186 188213

86118

268 252

149

243

Diversity questionsStrongly Disagree Disagree Neither Agree nor Disagree Agree Strongly Agree

What makes a library non-welcoming?

• Unfriendly, non-diverse staff• Poor communication skills with foreign

students• Physical barriers to stacks and services• Signs all in English• Inadequate resources on diverse topics

We are doing a great job!

3.47 3.77 3.92 3.713.56

4.31

International Students Response

Scores are based on a five point Likert scale:1= strongly disagree; 5= strongly agree.

Student Quotes from Diversity Survey

“I should say that library services had

exceed my expectations. I am

very pleased”

“No, I think the library is an extremely welcoming place. The staff is knowledgeable and anxious to be helpful. I

have never met an unprofessional staff

member at Jackson Library.”

“There does not seem to be services or resources

that cater to diverse populations. Everything

seems standard and equal.”

Identity Molecule Activity

Who are you?

Your Name

How do we identify ourselves?

• Gender• Race/Ethnicity• Age• Religion• Economic Status• Sexual Orientation• Marital Status• Political Views• Occupation• Languages

• Life Experiences• Hobbies• Culture/Sub-culture• Clothing• Learning/Thinking Styles• Skills/Talents• Beliefs/Values• Concept of beauty,

friendships, etc• Gestures

Minimization

An orientation that highlights cultural commonality and universal values and principles that may also mask deeper recognition and appreciation of cultural differences.

We can do even better!

Public Service Points

• Circulation• DMC • SCUA • Reference • Music Library • Express Desk

Communication Barriers

Cultural

Functional

Language

Cultural Barriers

• Lack of cultural awareness

• Different non-verbal communications

• Different role relationships (teacher – student)

• “Cultural activities make public libraries more

attractive to get to know the local traditions”-

International StudentAdapted from Sarah D. Garner’s study

Functional Barriers

• Different experiences with academic libraries

• Different research skills

• Different experience with technology

Adapted from Sarah D. Garner’s study

Language Barriers

• Non-native English speakers• Use of slang, jargon, or idioms• Lack of understanding of library lingo i.e. “check out” a book

Adapted from Sarah D. Garner’s study

Patron Interview

Gather Informatio

n with open

questions

Confirm the

exact question

Give the Answer

Follow up

Welcome

Be Approachable!

• Friendly greeting; smiling

• Speaking in a relaxed tone, speak clearly and

slowly

• Assure patron you are there to help

Gather Information

• Provide your full attention

• Non-verbal cues, nodding to display understanding,

body language

• Be aware of cross-cultural

rules, such as personal space, eye contact

Confirm the Question

• Be patient, communication barriers may increase the time

you spend with a patron.

• Ask the patron to write something down for

clarification.

Give the Answer

• Keep the process clear and simple

• Take the time to explain library jargon,

such as database or catalog

• Be enthusiastic about the topic

Follow Up

• Make sure they got what they needed not what you think they needed

• If necessary, go back to “Gathering Information”

Tips for Communicating Across Cultures

• Be patient, don’t be afraid to ask for clarifications, and follow up

• Don’t make assumptions, one size does not fit all

• Avoid jargon, idioms, and jokes (this includes library jargon)

• Utilize teachable moments

• Be aware of your body language, such as personal space and eye contact

• Listen and pause before responding

• Treat the patron like they want to be treated—take cues from them

• Be friendly and enthusiastic

• Try different ways of communication

• View similarities and differences as equally important

• Assume you are capable of successfully interacting with others

Tell us your story!

Beyond the Public Service Desk

• Library tours in various languages• Diversity in the library’s collection• Multilingual services, such as tutors or

translation services• Library materials in other languages• Cross-cultural communication training for

library staff

Questions?

References

• ACRL Diversity Standards, http://www.ala.org/acrl/standards/diversity

• Brothen, E. & Bennet, E. (2013). The Culturally Relevant Reference Interview: How to

Enhance Reference Transactions in a Era of Diversity. In Library Sources for Multicultural

Patrons, 35, 297-302

• Garner, S. (2003). Bridging the Intercultural Communication Gap at the Reference Desk.

Legal Services Quarterly. 22(2), 7-33.

• Osa, J. O., Nyana, S. A., & Ogbaa, C. A. (2006). Effective Cross-Cultural Communication to

Enhance Reference Transactions: Training Guidelines and Tips. Knowledge Quest, 35(2),

22-24.

• RUSA Guidelines http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral