Part 1: Humans communicate on many levels: spoken language, tone, body language, style and personality. The fact that we have complex cultural identities and a host of differing past experiences increases the probability of cross-cultural miscommunications. This workshop presents major cross-cultural communication theories, ways that cultural values, power, privilege and differences affect the way we communicate, tools for questioning assumptions, and ways to improve cross-cultural communications skills.
Part 2: How do you navigate those "ouch" moments - those that offend or hurt, even though they may be unintended? Learn some of the obstacles of authentic conversations, as well as practical strategies for what to do or say when you are the target of ouch moments, witness to ouch moments, and agents of ouch moments.
Park School Cross Cultural Communication and Navigating Ouch Moments
1. Park School of Baltimore
Rosetta Eun Ryong Lee
Seattle Girls’ School
Improving Cross Cultural Communication
and Navigating Ouch Moments
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
3. Agenda
Cross Cultural Communication
Break
Navigating Ouch Moments
Lunch
Case Studies
Closing
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4. Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
The Jones Model of Cultural Competence
Cultural Self-
Awareness
Cultural
Intelligence
Cross-Cultural
Effectiveness
Skills
Countering
Oppression
through
Inclusion
5. 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).
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
6. 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
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
7. Individual - Collectivistic
Low Context - High Context
Task - Relationship
Low Uncertainty - High Uncertainty
Vertical - Horizontal
Dimensions of Variability
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
8. Personality Orientation
Individual Values
- Allocentric
- Idiocentric
Self Construal
- Independent
- Interdependent
Individual Socialization
Cultural Norms and Rules
Factors that Influence
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
9. Cultural Values
Norms, and Rules
Values
Value Priorities
Norms of Behavior
Non-Verbal
Communication
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
10. 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)
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
11. Discussion: My Style
In hearing about
communication and value
differences, what would
you describe as your
cultural communication
style and primary values?
Have you noticed stark
differences compared to
others?
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
12. 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”
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
13. Discussion: Conflict Re-understood
Think about a recent conflict which you
now know to be true to be at heart a n
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.
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
15. Examining the Self
William Taylor’s Reflective Competence Model
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16. Debunking Some Myths
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All or None
Mistakes and Moral Worth
Apologies
“Tonsils” Theory
Vulnerability
17. Speaking From the Heart
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18. What We’re Thinking and Feeling
When Receiving the Ouch
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
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….
19. What We End Up Saying
When Receiving the Ouch
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
That was so
offensive!
I can’t believe
you did that!
20. 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***
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
21. Self Advocacy Through the Ouch Moment:
An Example
Is this an okay time to talk to you about something
that happened earlier? I really appreciate having
you as a friend. You’ve helped me through tough
times, and we have so much fun together. 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 really hurt when I heard that.
I work so hard in all my classes and spend a lot of
effort to earn good grades, and it seems like so
many people assume it’s because of my race. It’s
frustrating and saddening to feel like I don’t get to
fully own my accomplishments. I imagine you
didn’t mean for me to feel that way. Can I ask that
you please don’t say things like that anymore?
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
22. 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***
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
24. What We’re Thinking and Feeling
When Witnessing the Ouch
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
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!
25. What We End Up Saying
When Witnessing the Ouch
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
26. What Others Hear When We Say Nothing
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
See? They
agree with me!
I am so right
about this.
No one sees or
understands. I
am alone.
27. 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
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
28. 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.
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
29. Intervening in the Ouch Moment: Examples
Seek pleasure and delight in the other person
– “How many blondes does it take to screw in a light bulb?”
– “I’m SO glad you told me that joke. I’ve been trying to figure out why we think people
with yellow hair are stupid.”
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.”
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
30. Practice Round:
Intervening in the Ouch Moment
Seek pleasure and delight in the other person
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
***Ask open ended questions***
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
31. Listening to the Real Message
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
32. What Was Said During the Intervention
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
Those words or
actions are
hurtful to me.
Please stop.
33. What We Hear During the Intervention
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
You are a
bad, bad
person, and I
hate you!
34. What We Should Hear
During the Intervention
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
You are basically a good
and decent person. As
with all of us, you’ve
made a mistake in
behavior or words, and
you may not know the
impact they have on
others. I am going to
give you the gift of
information so that you
might act in congruence
with your values.
35. 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***
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
36. When You’re Told About
the Ouch Moment You Created:
Examples
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
“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?”
37. Final Words of Advice:
Recognize Your Triggers
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38. Find Your Bucket People
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47. Developmental Model of Intercultural
Sensitivity (DMIS) Schematic
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48. The 5Ps of Institutional Excellence
• Policy – Enumeration of the school’s diversity
commitment through mission, strategic plan,
handbooks, websites, etc.
• Programming – Diversity training and programming for
all constituencies (board, admin, faculty, staff,
students, families, etc.). Diversity and inclusivity
curriculum.
• Practice – Consistent and meaningful revisit of policy
and programs. Climate assessments, proactive
changes, and meaningful responses to incidents.
• People – Critical mass of people who are supportive
AND active on all levels.
• Pecuniary – Funding, people, and time allocated in the
strategic plan and daily life for supporting diversity
efforts.
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
49. Cultural Competency Skillsets
Identity Development
Cross Cultural
Communication
Intercultural Conflict
Bias, Power, and Systems
Privilege and Allyship
School Culture and Change
Inclusive Curriculum
Leading and Following
Cultural Adaptation
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
50. 1. How do you see materials
from this workshop applying
to your roles?
2. What questions do you still
have?
3. What are your personal action
steps?
Discussion:
How Will I Apply All This?
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
51. “To be culturally effective doesn’t
mean you are an authority in the
values and beliefs of every culture.
What it means is that you hold a
deep respect for cultural differences
and are eager to learn, and willing to
accept, that there are many ways of
viewing the world”
Okokon O. Udo
Cultural Effectiveness
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
52. 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
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
53. 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”
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
54. 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
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
55. 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”
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
56. 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
Rosetta Eun Ryong Lee (http://tiny.cc/rosettalee)
57. 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.
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