Moorestown Friends School Communicating Effectively

Moorestown Friends School
Rosetta Eun Ryong Lee
Seattle Girls’ School
Communicating Effectively:
Cross Cultural Communication and
Navigating Ouch Moments
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)

About Seattle Girls’ School

Agenda
 Cultural Competency
 Communication Across Culture
 Communication Across Power
 Navigating Ouch Moments

Getting the Most Out of Today
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Safety versus Comfort
Safety: I feel that, in this space, I can ask questions without
fear of judgment. I can voice my perspective and know that
I will be validated for the fact that that is my truth. Others
may challenge my ideas, but that challenge is in the spirit of
greater shared understanding and growth.
Comfort: I feel that, in this space, my reality will be agreed
with, validated, and unchallenged. I don’t have to explain
myself to be understood, and I don’t have to justify my
perspective, as everyone shares it.
True dialogue happens in an environment where everyone is
safe but not always comfortable...
SO THAT THEY CAN LEARN AND GROW.

Safe Spaces 2.0 – Brave Spaces
 Controversy with Civility
 Own your own intent and impact
 Challenge by choice – with reflection
 Respect in all its multiplicity
 No personal attacks, but pointed
challenges are okay
 Be mindful of the true source of your
emotions

Willingness to Self-Examine
William Taylor’s Reflective Competence Model

Culture [consists] primarily of the
symbolic, ideational, and intangible
aspects of human societies… It is the
values, symbols, interpretations, and
perspectives that distinguish one
people from another.
James A. Banks
What is Culture?

Dimensions of Identity and Culture
This model of identifiers and culture was created by Karen Bradberry and Johnnie Foreman for NAIS Summer Diversity Institute,
adapted from Loden and Rosener’s Workforce America! (1991) and from Diverse Teams at Work, Gardenswartz & Rowe (SHRM 2003).

Cultural Competency
Cultural competence is a set of
congruent behaviors, attitudes and
policies that come together in a
system, institution or individual and
enable that system, institution or
individual to work effectively in cross-
cultural situations.
Terry Cross

The Jones Model of Cultural Competence
Cultural Self-
Awareness
Cultural
Intelligence
Cross-Cultural
Effectiveness
Skills
Countering
Oppression
through
Inclusion

 What is it?
 How is it Different from Intercultural
Communication?
 CCC Theories
– Face-Negotiation Theory
– Conversational Constraints Theory
– Expectancy Violation Theory
– Anxiety/Uncertainty Management Theory
– Communication Accommodation Theory
Cross Cultural Communication

Individual - Collectivistic
Low Context - High Context
Task - Relationship
Low Uncertainty - High Uncertainty
Vertical - Horizontal
Dimensions of Variability

 Personality Orientation
 Individual Values
- Allocentric
- Idiocentric
 Self Construal
- Independent
- Interdependent
 Individual Socialization
 Cultural Norms and Rules
Factors that Influence

Discussion: My Style
In hearing about
communication
differences, what would
you describe as your
cultural communication
style? Have you noticed
stark differences
compared to others?

Cultural Values
Norms, and Rules
 Values
 Value Priorities
 Norms of Behavior
 Non-Verbal
Communication

CulturalValueDifferences
RELATIONAL
Individualism
self-reliance, independence
(selfish)
Collectivism
group interdependence
(mindless follower)
Informality
directness, give and take discussion
(rude and abrupt)
Formality
indirectness, protect "face"
(stiff and impersonal)
Competition
individual achievement
(egotistical, show-off)
Cooperation
group achievement
(avoiding doing work or taking responsibility)
AUTHORITY
Egalitarianism
fairness, belief in equal opportunity
(being picky, on a soapbox)
Hierarchy
privilege of status or rank
(power hungry or avoiding accountability)
TEMPORAL
Use of Time
"Time is money"
(doesn’t get the important things in life)
Passage of Time
"Time is for life"
(lazy and irresponsible)
Change/Future
Adaptability ensures survival
(muckraker, stirs up trouble)
Tradition/Past
Stability ensures survival
(old-school, afraid of change)
ACTIVITY
Action orientation
"Make things happen"
(rushes without thinking)
"Being" orientation
"Let things happen"
(indecisive and slow)
Practicality
Efficiency is always best
(impersonal and unscrupulous)
Idealism
Always maintain principles
(naïve and impractical)

Exercise: Non-Verbal Violations
1: Please pick a partner and stand.
2: You and your partner will receive
different instructions for nonverbal
behaviors. Do not share the
information.
3: Begin to converse about your interests
and hobbies.
4: INCREMENTALLY dramatize the
nonverbal behavior.
5: Make note of thoughts or feelings you
experience.

Non-Verbal Violations: Partner 1
You signal respect by standing
physically close to your partner. Stand
Approximately 6 inches away from
your partner. You enjoy asking a lot
of questions to signal conversational
excitement and involvement. You also
like to touch your partner's arm from
time-to-time to signal approval for a
good idea.

Non-Verbal Violations: Partner 2
You signal respect by standing at
least an arm's length away from your
partner. You constantly check your
watch or the clock for fear of running
out of time in the conversation. You
also like to make loud sounds (ahs,
oohs, uh-huhs, sighs, etc.) to signal
your approval and great contentment
of the conversation.

Debrief: Nonverbal Violations
Did the INTENT of your described
behaviors allow you to display
them more enthusiastically?
What was the IMPACT of the
behaviors of your partner?
Did knowing that “odd” behaviors
may be part of the exercise
help you accept your partner’s
behavior?
In working with people from
various communities, what do
you take away from this
exercise?

Break

Identifiers, Power,
and Communication
Internalized Oppression/Dominance
Stereotype Threat
Accumulated Impact/
Microaggressions
Code/Mode Switching
Fish Seeing the Water
“Normal” versus “Good”
“Intent” versus “Impact”

Discussion: Conflict Re-understood
Think about a conflict or interaction which
you now know to be at heart an identity
and power difference. Using some of the
terminology introduced, discuss with a
partner or group of three what was going
on to cause the conflict.

Lunch
Please Return
by 12:30

So What? Now What?

Effective Communication Models
Common Threads
Brenda J. Allen, Difference Matters: Communicating Social Ide
SUPPORTIVE DEFENSIVE
Description Evaluation
Problem-Orientation Control
Spontaneity Strategy
Empathy Neutrality
Equality Superiority
Provisionalism Certainty

Courageous Conversations
in Our Schools and Lives

Debunking Some Myths
 All or None
 Mistakes
 Apologies
 “Tonsils” Theory
 Vulnerability

Speaking From the Heart

What We’re Thinking and Feeling
When Receiving the Ouch
Did that really
happen? Do they
realize? I want to
trust, but I’ve had
this happen so
many times before.
I am so stressed,
confused, hurt….

What We End Up Saying
When Receiving the Ouch
That was so
offensive!
I can’t believe
you did that!

Be A DEAR….

Self Advocacy Through the Ouch Moment
 Affirm the person or relationship
 Describe the behavior without judgment
 Explain the emotion/impact and your filters
 Assume positive intent
 Request or suggest different behavior
*** Key Points: timing, I statements, actions not
adjectives, inside feelings not outside feelings***

Self Advocacy Through the Ouch Moment:
An Example
Can I talk with you about something? I really
appreciate having you as a friend. I have so
much fun with you, and I can tell you anything.
Earlier today, when I got my math test back
and I got 98%, I heard you say, “Well of course
you got a 98% - you’re Asian!” I was pretty
hurt when I heard that. I work hard in all my
classes to get good grades, but so many
people assume it’s because of my race. It’s
sad that I don’t get to own my
accomplishments like everyone else. I’m
pretty sure you didn’t mean for me to feel that
way. Can I ask that you please don’t say
things like that anymore?

Practice Round:
Self Advocacy Through the Ouch Moment
 Affirm the person or relationship
 Describe the behavior without judgment
 Explain the emotion/impact and your filters
 Assume positive intent
 Request or suggest different behavior
*** Key Points: timing, I statements, actions not
adjectives, inside feelings not outside feelings***

Being A Witness

What We’re Thinking and Feeling
When Witnessing the Ouch
I can’t believe this
is happening.
That’s SO not
right. Should I
say something?
Am I butting in?
Would it help?
I am so upset!

What We End Up Saying
When Witnessing the Ouch

What Others Hear When We Say Nothing
See? They
agree with me!
I am so right
about this.
No one sees or
understands. I
am alone.

They were born
innocent…

NCBI Effective
Interventions Model
 Reduce Defensiveness
– Tone
– Body Language
– Respect
 Keep the Conversation Going
– Hear Them Out
– Ask Open-Ended Questions
– Set Aside Your Feeling for the Moment
– Dialogue
 Build the Relationship
 Stop the Behavior
 Win an Ally

Say Something to Somebody
 Now or Later (or Say It Now About a Later)
 Target, Agent, Fellow Bystanders, Authority Figures
“In the End, we will remember not the words of
our enemies, but the silence of our friends.”
Martin Luther King, Jr.

Intervening in the Ouch Moment: Examples
 Ask open ended questions
– “He’s acting like a sissy”
– “How’s he acting? And why is that sissy?”
 Find out the experience motivating the comment
– “Why can’t they just speak English around here?”
– “It must be hard not to understand what people are saying around you.”
– “I’m sick of my tuition paying for scholarship students.”
– “Tell me more about that.”
 Use exaggerated humor to highlight what’s going on
(use sparingly)
– “That movie is so gay.”
– “That movie is attracted to other movies? I didn’t know that was possible!”
 Join the person and do not make yourself superior
– “She got that award because she’s black and female.”
– “You know, I hear that a lot. I’ve been trying to figure out why we seem to think when a
black woman gets recognized it must be because of ‘diversity’ stuff rather than that she
earned it.”

Practice Round:
Intervening in the Ouch Moment
 Ask open ended questions
 Find out the experience motivating the comment
 Use exaggerated humor to highlight what’s going
on (use sparingly)
 Join the person and do not make yourself superior

Listening to the Real Message

What Was Said During the Intervention
Those words or
actions are
hurtful to me.
Please stop.

What We Hear During the Intervention
You are a
bad, bad
person, and I
hate you!

What We Should Hear
During the Intervention
You are basically a good
and decent person. As
with all of us, you’ve
made a mistake, and you
may not know how that
mistake is impacting
others. I am going to
give you the gift of
information so that your
intentions and impacts
match up.

It’s a gift…

When You’re Told About
the Ouch Moment You Created
 Listen with full attention
 Don’t try to defend or respond right away
– Take deep breaths
– Acknowledge your feelings
 Your mistakes don’t define you
– Be worthy of their trust and gift
 Prioritize the Impact over Intent
– Apologize for real
*** Moving through these moments with grace is
called shame resilience. It’s a vital skill***

When You’re Told About
the Ouch Moment You Created:
Examples
 “I really appreciate your telling me this.”
 “I’m so embarrassed that I did that.”
 “I’m so sorry my words and actions made you feel
that way. No matter what I intended, it hurt you.”
 “I’m pretty overwhelmed right now, and I don’t
want to respond in a way I’d regret. Do you think
you can help me come up with a better way to
handle that situation after I get into a calmer
place?”
 “I wanted to go back to a moment I don’t think I
handled very well… Can we talk?”

Discussion Round:
When You Were Told About
the Ouch Moment You Created
 Listen with full attention
 Don’t try to defend or respond right away
– Take deep breaths
– Acknowledge your feelings
 Your mistakes don’t define you
– Be worthy of their trust and gift
 Prioritize the Impact over Intent
– Apologize for real

Final Words of Advice:
Recognize Your Triggers

Find Your Bucket People

Practice Makes
Less Heart-Attack-Inducing

If You Messed Up and You Know It,
Don’t Wait for the Intervention –
Just Apologize

If You’re Really Sorry,
Work to Improve

Build Authentic Relationships

Inclusive Communities

Case Studies
Using either actual
situations at school or
written case studies,
please discuss how
communication plays out
in school, and how we
might better support
students, families, and
each other.
Turn these case studies
into role plays and see how
you can turn the
interactions to more
healthy ones

Presenter Information
Rosetta Eun Ryong Lee
6th Faculty and
Professional Outreach
Seattle Girls’ School
2706 S Jackson Street
Seattle WA 98144
(206) 805-6562
rlee@seattlegirlsschool.org
http://tiny.cc/rosettalee

Identity Resources
• Carlos H. Arce, “A Reconsideration of Chicano Culture
and Identity”
• Atkinson, Morten, & Sue, “Racial/Cultural Identity
Development Model (R/CID)”
• Mindy Bingham and Sandy Stryker, “Socioemotional
Development for Girls”
• Vivienne Cass, “Homosexual identity formation: Testing
a theoretical model”
• William Cross, Shades of Black: Diversity in African
American Identity”
• Anthony D’Augelli, “ Identity development and sexual
orientation: Toward a model of lesbian, gay, and
bisexual development”

Identity Resources
• Erik Erikson, “Eight Stages of Man”
• J. E. Helms, Various Publications on Racial and Ethnic
Identity Development
• Jean Kim, “Processes of Asian American Identity
Development”
• James Maricia, “Four Ego and Identity Statuses”
• Suzanne Kobasa Ouellette, “The Three C’s of
Hardiness”
• Jean S. Phinney, “Ethnic Identity in Adolescents and
Adults: Review of the Research”
• Ponterotto & Pederso, Preventing Prejudice
• Maria P. P. Root, Various Works on Multiracial Identity

Identity Resources
• Patricia Romney, Karlene Ferron, and Jennifer Hill,
“Measuring the Success of Diversity Directors in
Independent Schools”
• Pedro Ruiz, “Latino/a Identity Development Model”
• Chalmer E. Thompson and Robert T. Carter, Racial
Identity Theory
• Alex Wilson, “How We Find Ourselves: Identity
Development and Two Spirit People”
• Christine J. Yeh, “The Collectivistic Nature of Identity
Development Among Asian-American College
Students”

Communication Resources
• “Stereotype Threat” by Joshua Aronson
• Brenda J. Allen, Difference Matters: Communicating
Social Identity
• William Gudykunst, Cross-Cultural and Intercultural
Comunication
• Milton Bennett, PhD, Intercultural Communication
Institute www.intercultural.org
• “Non-Verbal Communication Across Cultures” by Erica
Hagen, Intercultural Communication Resources
• Thiagi.com
• Thrive! Team Dynamics
• http://www.analytictech.com/mb021/action_science_
history.htm

Courageous Conversation Resources
• Anti-Defamation League
• Brené Brown
• Cross Cultural Connections
(www.CulturesConnecting.com)
• National Coalition Building Institute
• The People’s Institute
• Stirfry Seminars
• Teaching Tolerance
• The Thiagi Group

Miscellaneous Resources
• Karen Bradberry and Johnnie Foreman, “Privilege and
Power,” Summer Diversity Institute, National Association
of Independent Schools, 2009
• Po Bronson and Ashley Merryman, Nurture Shock
• Kevin Jennings, GLSEN (Gay Lesbian and Straight Education
Network) www.glsen.org
• Allan G. Johnson, Privilege, Power, and Difference
• Johnnie McKinley, “Leveling the Playing Field and Raising
African American Students’ Achievement in Twenty-nine
Urban Classrooms,” New Horizons for Learning,
http://www.newhorizons.org/strategies/differentiated/
mckinley.htm
Michael J Nakkula and Eric Toshalis, Understanding Youth.

What About Large Group Dialogue?

Fears and Anxieties that Keep Us
from Having Conversations
 Offending
 Losing Face
 Tokenism
 Professional Risk
 Bursting the Bubble
 Rocking the Boat
 Conflict
 Lack of “Authority”

Pitfalls and Obstacles that Keep Us
from Conversing Again
 Outbursts
 Silence
 Denial
 The Good Talk
 Teacher vs. Facilitator
 Personal Attacks
 The Quick Fix
 Leadership Oppression

Open Acknowledgment

Define the Opportunity

Facilitation Skills
 Space
 Confidence and Competence
 Relationship Building
 Credibility
 Flexibility and Authority
 Optimism
 Modeling
 Multiple Learning Styles

Facilitation Tips
 Co-facilitation
 Depersonalization
 Vulnerability
 Relationships
 Saving it for Later
 Discomfort
 Clarification
 Listening
 Hot Buttons

Avoiding the Pitfalls and
Overcoming the Obstacles
 Powerful stories
 Powerful statistics
 Powerful analogies
 Facilitation skills
 Welcoming environment
 Clear principles
 Willingness to sit with
discomfort

Develop Your Inner Credible Hulk

Equality vs Equity
Everybody gets a shirt versus everybody
gets a shirt that fits.
Giving everybody some insulin in
equality. Giving only people who are
diabetic some insulin is equity.
What is “fair”?

Equality vs Equity

Institutional vs Individual

Correlation vs Causation
Correlation: When income is averaged and compared, there
is a strong correlation between gender and income. This is
due to a myriad of historical, systemic, and economic factors that
impact men and women differently in the workplace.
Causation: When income is averaged and compared, there is a
strong correlation between gender and income. This must be
because women must not be as smart, hard-working, or
good with money as men.
Correlation: When folks are carrying umbrellas, they are
also wearing rain boots. This is because it’s raining.
Causation: Umbrellas make people wear rain boots.

Where We’re From vs Where We’re Going
Where We Come From: In the past, LGBTQ people were
openly discriminated against. Many LGBTQ people were
killed, fired from jobs, kicked out of families, etc. We’ve come
so far. Now, we have openly gay celebrities, politicians, and
other public figures. Equal marriage rights is now law of the
land. Most schools and workplaces have LGBTQ non-
discrimination policies. Why are LGBTQ people are so angry?
Where We Are Going: We still have LGBTQ people who are
discriminated against. News stories abound of LGBTQ people
killed, fired from jobs, kicked out of families, and more. We
have such a long way to go. Having public role models on TV
doesn’t protect kids from bullying and harassment in the
hallways. Having nondiscrimination laws and policies don’t
mean LGBTQ people receive fair treatment in practice Why
are straight/cisgender people are so complacent?

Expert Opinion vs Personal Opinion
Expert Opinion: An astronomy professor, widely published in
academic journals and books, with a national reputation in her
field, states that, according to the most current science, there
are 8 planets in our solar system.
Personal Opinion: Another person asserts that there are 9
planets because that is what he learned in school and from
his parents, he had a map of the sky in his bedroom as a
child, and everyone he knows agrees with him.
Expert Opinion: Experts in multiple fields validate the
existence, reality, and impact of microaggressions, stereotype
threat, racial anxiety, implicit bias, etc.
Personal Opinion: I think people should stop being so
sensitive and get over it. We live in a post-racial society. I
don’t have a racist bone in my body.
Is everybody’s opinion equally valid?

Privilege
“Privilege exists when one group has
something of value that is denied to others
simply because of the groups they belong
to, rather than because of anything they’ve
done or failed to do.”
[as described by Peggy McIntosh and quoted by Allan Johnson]
Privilege is SYSTEMIC. It drives the
systems that dominate our societies.

Two Types of Privilege
Unearned Advantage
an unearned entitlement
(i.e. things of value that
all people should have)
that is restricted to
certain groups
Conferred Dominance
bestowed control;
granted authority;
awarded power or
domination- Giving one
group power over
another

Accumulated Advantages

Situational Advantage
There are prime parking spots and seats
reserved for people with disabilities. People
with disabilities are often first to board
planes and other transportation vehicles.
These advantages are situational and do not
balance out systemic oppression.

Situational Advantage

An Ally Is…
“a person who is a member of the dominant or
majority group who works to end oppression in
his or her personal and professional life
through support of, and as an advocate with
and for, the oppressed population”
Washington and Evans, Becoming an Ally

An Ally Is…
“Someone who doesn’t have to stand up for
someone else, who might even lose something
if they do, but they do it anyway because they
know it’s the right thing to do”
6th Grade Student

Savior Complex
 Centers on the “Helper” and not the “Helped”
 Centers on making the “Helper” feel good about
themselves
 Assumes that the “Helper” knows what is best for the
“Helped,” often without even hearing from the direct
experiences of the “Helped”
 Doesn’t acknowledge deep injustices, where the “Helper”
is privileged and the “Helped” are oppressed
 Doesn’t do anything to give power to the “Helped”
 Does not create sustainable change – once the “Helper”
stops doing what they are doing, so does the positive
change

Developing into an Ally
Karen Bradberry, PhD
Active Passive Passive Active

Moorestown Friends School Communicating Effectively

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