Bridging the Langugage Barrier in Public Services: Cross Cultural Communication in Academic Libraries


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  • Give each other HIGH FIVE if, you have traveled to another countryWomen to the right and Men to the leftStand up if, you speak more than one languageRaise your hand if, you have helped an international studentStand on one foot if you work in Public Services
  • Bridging the Langugage Barrier in Public Services: Cross Cultural Communication in Academic Libraries

    1. 1. Bridging the Language Barrier in Public Services Enhancing Cross Cultural Communication in Academic Libraries Nataly Blas Emily Mann October 17, 2013
    2. 2. 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
    3. 3. 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?
    4. 4. Agenda No “quick fix” Cross cultural communication Introspection Inclusion Barriers Culturally-relevant reference interview
    5. 5. Cross Cultural Communication
    6. 6. Minimization An orientation that highlights cultural commonality and universal values and principles that may also mask deeper recognition and appreciation of cultural differences.
    7. 7. Identity Molecule Activity
    8. 8. Who are you? Your Name
    9. 9. 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
    10. 10. International Students at UNCG
    11. 11. Home Countries of UNCG Students
    12. 12. Majors/Areas of Study
    13. 13. One size does not fit all
    14. 14. Communication Barriers Cultural Functional Language
    15. 15. Cultural Barriers
    16. 16. Functional Barriers
    17. 17. Language Barriers
    18. 18. What makes a library non-welcoming?
    19. 19. Public Service First point of contact Brief interactions How do we serve their needs?
    20. 20. Group Discussion What services and resources are offered in your library to meet the needs of your multilingual patrons? What is the training and level of awareness of multiculturalism and intercultural communication among your library staff?
    21. 21. Patron Interview Gather Information with open questions Confirm the exact question Follow up Give the Answer
    22. 22. Welcome Be Approachable! Friendly greeting Relaxed tone Assurance
    23. 23. Gather Information Provide your full attention Non-verbal cues Cross-cultural rules
    24. 24. Confirm the Question Be patient Written communication
    25. 25. Give the Answer Clear and simple Avoid library jargon Enthusiasm
    26. 26. Follow Up Need fulfillment Restart
    27. 27. Tips for Communicating Across Cultures
    28. 28. Beyond the Public Service Desk Library tours Diversity in the library’s collection Multilingual services Library materials in other languages Cross-cultural communication training
    29. 29. Questions?
    30. 30. References • ACRL Diversity Standards, • 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), 2224. • RUSA Guidelines