Uncg ccc training 1
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This document summarizes a workshop on cross-cultural communication held at UNCG. It discusses the diversity of UNCG's student population and their need for more language and cultural support services. A survey found that international students generally felt welcome at the library but identified some areas for improvement, such as resources in other languages. The workshop covered barriers to communication like cultural differences, language, and library jargon. It provided tips for staff to more effectively help diverse patrons, such as being patient, avoiding assumptions, and explaining terms. Staff were encouraged to view diversity as an opportunity and continue enhancing multilingual and cultural support services.
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Uncg ccc training 1
- 1. Cross Cultural Communication Workshop Nataly Blas Emily Mann May 23, 2013
- 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. 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. Diversity at UNCG UNCG fully supports and values an inclusive community. University Libraries Diversity and Inclusion Survey • Need for multilingual services, resources, and signs OMA Focus Groups • Need for more language support for Asian and Hispanic students
- 5. UNCG Students come from these countries
- 8. 2012 Diversity and Inclusion Survey The Libraries provide adequate print and online resources in languages other than English The Libraries provide adequate print and online resources on diverse topics I am satisfied with how I’m treated by the Libraries’ staff. The Libraries’ staff are knowledgeable and can help me with a wide range of subject matter. The Libraries provide adequate services for persons from diverse backgrounds I feel comfortable and welcome in the Libraries’ buildings. 7 12 16 12 9 1517 20 13 16 11 10 284 169 31 57 164 50 128 206 203 186 188 213 86 118 268 252 149 243 Diversity questions Strongly Disagree Disagree Neither Agree nor Disagree Agree Strongly Agree
- 9. 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
- 10. We are doing a great job! Adequate print and online resources in languages other than English Adequate print and online resources on diverse topics Satisfied with how I’m treated by the Libraries’ staff. The Libraries’ staff can help me with a wide range of subject matter. Adequate services for persons from diverse backgrounds I feel comfortable and welcome 3.47 3.77 3.92 3.71 3.56 4.31 International Students Response Scores are based on a five point Likert scale: 1= strongly disagree; 5= strongly agree.
- 11. 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.”
- 14. 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
- 16. Minimization An orientation that highlights cultural commonality and universal values and principles that may also mask deeper recognition and appreciation of cultural differences.
- 17. We can do even better!
- 18. Public Service Points • Circulation • DMC • SCUA • Reference • Music Library • Express Desk
- 20. 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 Student Adapted from Sarah D. Garner’s study
- 21. Functional Barriers • Different experiences with academic libraries • Different research skills • Different experience with technology Adapted from Sarah D. Garner’s study
- 22. 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
- 23. Patron Interview Gather Information with open questions Confirm the exact question Give the Answer Follow up
- 24. Welcome Be Approachable! • Friendly greeting; smiling • Speaking in a relaxed tone, speak clearly and slowly • Assure patron you are there to help
- 25. 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
- 26. 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.
- 27. 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
- 28. Follow Up • Make sure they got what they needed not what you think they needed • If necessary, go back to “Gathering Information”
- 29. 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
- 30. Tell us your story!
- 31. 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
- 32. Questions?
- 33. 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
Editor's Notes
- 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