Cultural Sensitivity

1. Cultural Sensitivity Roots, Race, Ethnicity And Gender

2. What is Cultural Sensitivity? Cultural sensitivity begins with a recognition that there
are differences between cultures. These differences are reflected in the ways that
different groups communicate and relate to one another Cultural sensitivity is more than
an awareness that there are differences in culture in order to interact effectively A
culturally competent person views all people as unique individuals and realizes that their
experiences, beliefs, values, and language affect their perceptions.
3. Increasing Awareness Recognizing differences among cultures is important, but we
should also be aware that differences also exist within cultures The assumption that a
common culture is shared by all members of a racial, linguistic, or religious group is
erroneous. We must recognize our own cultural values and draw parallels where
possible; we should also identify any prejudices and stereotypes that prevent us from
communicating effectively with people from different cultures Realize that, like it or not,
we most likely hold some stereotypes about culture and gender
4. Questions To Ask Ourselves Do we try to learn the names of those from other
cultures? Are we patient with their attempts to use English? Do we make assumptions
about people based on their race, ethnicity, or gender? Are we doing everything we can
to learn about them?
5. Personal Map Exercise
6. Stereotypes People harbor positive and negative stereotypes about people
Stereotypes about race? Stereotypes about culture? Stereotypes about gender?
7. Discrimination. Discrimination is the prejudicial treatment of an individual based on
their membership in a certain group or category. It involves the actual behaviors
towards groups such as excluding or restricting members of one group from
opportunities that are available to another group
8. How Discrimination Affects Us
9. Showing Sensitivity to Culture Take them to the school they will be attending Walk
around your neighborhood Take them to the library, weekly. Take them to sporting
events. Outside the U.S. soccer is huge! Find an ethnic market. Have them help you
buy and prepare food from their country and make it part of your regular menu. Ask
them to sing and/or dance for you, if they are comfortable doing so .
10. Showing Sensitivity to Culture Explain some of your religious traditions and ask
them about theirs. Ask about times that are important to them and make them important
to you. Be mindful of their connection to church, community, culture, and family. Be
patient as they try to use new English skills
11.Control Emotions even when not directed at the children. They will read your body
language and assume it ’s them. 80-90% of communication is non-verbal. Save
frustration for private moments with spouse or consultant . Make their church your
priority increasing Your Relationship and Building Trust
12. Using Interpreters Discuss the focus of the session with the interpreter before the
youth arrives; be clear about what the interpreter should convey to the patient Speak in
short sentences or phrases, to make translating easier for the interpreter. Make sure the
youth understands what he or she has been told by asking for him/her to repeat the
message in his/her own words Focus on the speaker, not the interpreter Be sensitive to
cultural differences when using nonverbal communication. For example, a touch has
many cultural meanings. You must be aware that personal space has different
boundaries in different cultures.
13. Showing Sensitivity to Gender Being aware that there are differences between
males and females, but those differences are not universal Aspects of gender
Assignment: The gender we are given at birth, either being male or female In this
aspect, our genders are prescribed by the society in which we are born
14. Role: This is the set of behaviors, mannerisms, and other traits that society says we
should express as part of our assigned gender Identity: This is what we think our gender
should be at any given time Many people do not question their gender and let their
assigned gender function as their identity.
15. Attribution: This is the gender we assign people when we first meet them and is
based on a set of cues that differentiate from culture to culture. What is a real man?
What is a real woman? What if your youth has questions about his/her gender identity?
16. Conclusions In our society today, communities are made up of people with a wide
range of ideas and orientations, even about issues as fundamental as race, ethnicity,
and gender. Anyone engaging in his/her community may be challenged by ideas and
orientations that they have not considered Among these ideas, differing ideas about
race, culture, and gender can be very challenging, especially if a person hasn ’t thought
about the issues. Expectations about others affect day-to-day working relationships
Drawing conclusions based on stereotypes is wrong and can be harmful.
Cultural Sensitivity & Etiquette
1. Cross-Cultural Communication• What can mean one thing in • President George
Bush one country, can often Senior gave the “V-for- mean something different Victory”
to demonstrators in another in Canberra, Australias• So when persuading or capital in
January 1992. In communicating with Australia, holding up two people, always be aware
of fingers to form a “V” is cultural customs that may equivalent to the middle- exist finger
gesture in the United States. President Bush later apologized for his actions.
2. Different Meanings of the Same Gesture • UK & USA = O.K. • Japan = Money • Brazil
= Insult • Russia = Zero
3. Philippines• Do not finish the food on your plate.• Greet with a quick flash of the
eyebrows—a quick lifting of the eyebrows.• Avoid pointing or wagging a finger at
people.• Loud voices, public drunkenness and rude behavior are inappropriate
4. Japan• Avoid sticking your chopsticks upright in a bowl of rice as it is reserved for
funerals.• Avoid sucking and biting your chopsticks.• Putting your thumb in between
your middle and index finger while making a fist is obscene.• Avoid eating and drinking
while walking in public.
5. China• Spitting in public after clearing ones throat is quite common• Shaking legs
while sitting, snapping fingers, and whistling are generally unacceptable behaviors for
women.• Avoid sticking your chopsticks upright in a bowl of rice as it is reserved for
funerals
6. Spain• It is customary to let the woman offer her handshake first.• Men and
women/woman and women greet with light kisses on the cheeks• In social situations it
is common to show up late but being on time for business situations is expected.• Table
manners are extremely important. It is not usually polite to eat with the hands.
7. Brazil• Clicking the tongue and shaking the head indicates disagreement or
disapproval.• The inverted American “OK” sign is an obscene gesture.• Wait to bring up
the topics related to politics, poverty, religion, or the Rain Forest until trust has been
established.
8. Egypt• Right hand is designated for eating and the left for bodily hygiene.• Do not eat
everything on your plate when dining.• It is rude to show the sole of your shoe.• Pork is
not consumed by most Muslims (90% of population) – so do not serve it when you are
hosting Muslims.
9. England• Privacy is very important; do not stare.• Tipping at bars is rare.• Loud
behavior (talking or shouting) in public is considered rude.• The victory sign with your
palm facing in is considered vulgar.• Never cut in line.
10. Israel• Public display of affection between members of the opposite sex is
considered rude and offensive.• Avoid greeting, giving or receiving objects or handling
money or food with your left hand.• The thumb’s up sign rude/obscene gesture by
many.• Throughout the country greetings are very important . It is expected that you
should enquire after the other person’s health, studies/work, family, and so on.
11. Mexico• Hands on hips is a sign of hostility or anger.• When demonstrating the
height of something, be aware that holding the palm face down is reserved for animals.•
Making a V sign with your fingers is an obscene gesture.• Mexicans sometimes use a
“psst-psst,” whistling or a kissing sound to catch another’s attention in public.
12. India• Grasping the ears signifies sincerity or repentance.• Most all meetings
generally begin with palms pressed together at around chest level and saying,
“Namaste”. People usually nod or bow slightly as well.• It is common to remove ones
shoes at places of worship, when visiting peoples homes, and even in certain shops
and businesses.
13. France• Friends greet one another with kisses. The number of kisses also varies
depending on the region of France.• Tapping the side of your nose with your index
finger usually means that one is clever/smart.• Light and quick handshake; women offer
hand first.• Drinking is a normal part of the meal and the social scene ; most people do
not drink to get wasted. Regarding smoking, it is generally seen as a fashionable thing
to do in French
What is Cultural Sensitivity?
The question “What is Cultural Sensitivity?” continues to haunt our organizations. Here’s
all you ever wanted to know but were too politically correct to ask.
A Definition of Cultural Sensitivity
There are several definitions of cultural sensitivity out there, but I find this one gets the
idea across the best.
Cultural sensitivity is being aware that cultural differences and similarities between
people exist without assigning them a value – positive or negative, better or worse, right
or wrong.
It simply means that you are aware that people are not all the same and that you
recognize that your culture is no better than any other culture. A challenge, if you ask
me, for members of dominant cultures.
What is Cultural Sensitivity in the Context of a Dominant Culture?

In life and work environments we frequently face situations where there is a dominant
and a secondary culture. For instance, in the U.S. the European American is the
dominant culture whereas Hispanic, African American and Chinese cultures are all
secondary.
Cultural sensitivity implies that both groups understand and respect each other’s
characteristics. This is always a challenge, and even more so in large corporations
where the dominant culture is the one employees are expected to adopt.
Can you teach cultural sensitivity to people and their organizations?
The short answer is yes. There is no lack of programs, books and trainers focused on
developing cultural sensitivity skills.
The problem is that they usually come around in times of crisis when people are least
receptive to this kind of training. It feels more like a punishment for something that went
wrong than an honest attempt at developing real cultural sensitivity.
This is not to say that you can’t help your employees go through all the stages of what
Milton Bennett, one of the most respected experts in the field, identified in
his Developmental Model of Intercultural Sensitivity.

Understanding what is cultural sensitivity with the theory of intercultural

sensitivity stages
Many years ago, Milton Bennett developed a solid framework to understand the various
stages of cultural sensitivity (or as he calls it “intercultural sensitivity”) that a person may
experience.
He argues that as people become more and more culturally sensitive, they progress
from having an ethnocentric orientation to a more ethnorelative worldview.
In Bennett’s words, “In general, the more ethnocentric orientations can be seen as ways
of avoiding cultural difference, either by denying its existence, by raising defenses
against it, or by minimizing its importance. The more ethnorelative worldviews are ways
of seeking cultural difference, either by accepting its importance, by adapting
perspective to take it into account, or by integrating the whole concept into a definition
of identity.” [1]
According to this theory, people who are truly interested in embracing cultural sensitivity
move from:
Definition of each stage of intercultural sensitivity
Let’s take a look at the meaning of each one of these stages.
Ethnocentric stages of intercultural sensitivity
These three stages are: Denial, Defense and Minimization.
Denial: At this stage of cultural sensitivity, people don’t recognize cultural differences
and experiences.
They believe their culture is the only “real” one and they tend to interact in homogenous
groups and to stereotype everyone else.
Example: People who say, “We are all the same and I don’t understand why we have to
learn about the different groups in the company. Why don’t they just learn how we do
things in America?”

The definition of beauty varies according to culture as featured in the iconic HSBC
Cultural sensitivity campaign and responds to the question What is Cultural Sensitivity?
Defense: At the defense stage of cultural sensitivity, people recognize some
differences, but see them as negative because they assume their culture is the most
evolved, the best one.
Example: People who say, “In Latin America you can’t just get to the point and talk
business. They want to tell you their life story. I don’t understand why they can’t just
learn to be more direct and save everybody time.”
Minimization: Individuals at this stage of cultural sensitivity are unaware that they are
projecting their own cultural values. They see their own values as superior. They think
that the mere awareness of cultural differences is enough.
These people think we are all the same because we are more similar than different and,
in the end, we all have similar physical, biological, psychological needs etc.
They think they are wonderful because they see people as people but they are actually
denying the influence of culture in every person’s experience.
Example: Statements such as, “In the end, we all want to be liked,” or, “We are all
people.”
Ethnorelative stages of intercultural sensitivity
The three ethnorelative stages of intercultural sensitivity are: Acceptance, Adaptation
and Integration. Let’s see what they look like.
Acceptance: At this stage of cultural sensitivity people are able to shift perspectives to
understand that the same “ordinary” behavior can have different meanings in different
cultures. They are able to identify how experiences are influenced by one’s culture.
They may not agree or even like the differences they observe but they are interested in
finding out and learning about another culture.
Example: People who approach others with genuine interest and curiosity about how
they experience the same situations. They ask questions such as, “How do Dominicans
do it?” or, “What would your family do in a situation like this?”

 
Adaptation: Individuals who are at this stage of cultural sensitivity become more
competent in their ability to communicate with other cultures.
They can evaluate other people’s behavior from these people’s frame of reference and
can adapt behavior to fit the norms of a different culture.
Example: People who seamlessly interact with others from different cultures by
following the norms of that culture. They feel that they can respect their own values
while adapting to the values of other cultures they interact with. They use empathy
effectively.
For instance, people who bow at the right time when interacting with Japanese clients or
naturally expect their Mexican guests forty-five minutes after the scheduled start time of
a party.
Integration: People who are at this stage of cultural sensitivity are able to shift easily
from one cultural frame of reference to another. They develop empathy for other
cultures.
People who are equally comfortable with one culture or another.
Example: This stage is easy to see with perfectly bilingual/bicultural individuals who
almost change their personality when they interact with one group (their family, for
instance) or another (their Anglo co-workers, for instance) but they are equally genuine
in both situations.
How far should you expect your team to go regarding their own cultural
sensitivity?
Part of answering the question of what is cultural sensitivity is to realize that one of the
main purposes of becoming more culturally competent is to become more effective in
your relationships with colleagues, customers and suppliers.

A peanut butter and jelly sandwich is delicious to some and disgusting to others.
Don’t expect for people to change their worldviews overnight or after a workshop or
even an intensive program.
It is the cohesive introduction of opportunities for interaction with different cultures,
training in the practice of empathy, and practical exposure to the way different cultures
experience a similar situation that will produce more sustainable results.
Team building, hands-on activities, and facilitated story telling (where members of a
diverse group take turns sharing stories) are good tools to awaken interest in evolving
from an ethnocentric to a more ethnorelative stage of intercultural sensitivity.
What is Cultural Sensitivity?
The idea behind cultural sensitivity is very straightforward. Cultural sensitivity refers to a
set of skills that allows you to learn about and understand people whose cultural
background is not the same as yours.

But what does that really mean? Essentially, it means that, as you go about your daily
life, you operate with the awareness that cultural differences between yourself and the
people you meet exist without assigning them a value. You see our differences as a
positive thing, and don’t consider one culture better or worse, right or wrong.

Of course, this is often easier said than done. With increasingly diverse populations
living together in the same communities, it’s not always possible to intimately
understand the backgrounds of those we’re interacting with.

But having cultural sensitivity doesn’t mean that you must be an expert in each culture’s
values. It simply means that you’re willing to ask honest questions, seek understanding,
and demonstrate empathy rather than judging those around you. It also means that,
when you knowingly enter a space in which there will be cultural differences at play, you
do a bit of homework beforehand and avoid knee-jerk reactions or jumping to
conclusions.

family volunteer vacations Tanzania

Why is Cultural Sensitivity Important?
Having cultural sensitivity is important when you travel, of course. You want to
demonstrate respect and appreciation for the culture of the people in the place you’re
visiting. This helps grow your understanding of your new surroundings, and makes your
time spent there more meaningful.

But cultural sensitivity is just as important when you’re at home. It’s so important, in fact,
that the concept has become increasingly relevant both in the workplace and for major
business branding strategies.

Large corporations now include cultural sensitivity training in their employee on-
boarding process. Many publishers hire teams to review content for various cultural
interpretations prior to release. Even major retail brands such as Nike have begun to
produce/promote products that are inclusive of an increasingly diverse customer base’s
needs. Check out their awesome new Pro Hijab as an example.

The most important thing when it comes to acting in a culturally sensitive way is that you
remember to ground each interaction you have with others in the understanding that
their background, experiences, and values naturally vary from your own. This will help
you to lead with understanding and empathy, rather than judgment, which is an
incredibly important shift.

The Importance of Cultural Awareness and Sensitivity

How Can Travel Increase Cultural Sensitivity?

To quote Ralph Waldo Emerson, “The mind, once stretched by a new idea, never
returns to its original dimensions.” Traveling is an excellent way to practice cultural
awareness and grow your experience with world views that are different from your own.
This is particularly important in 2017, when a lack of cultural sensitivity is leading to
growing displays of intolerance, both here in the U.S. and abroad.

The adventure of being in a new place, surrounded by people who in many cases have
had vastly different life experiences from your own, is an undeniably special one. It
opens your mind and heart to those who you may not previously have shared an
understanding with. This cross-cultural exchange is among the most beautiful, complex,
and exciting aspects of traveling in areas you’ve never been to.
It’s also a skill-set that is being increasingly fostered in our earlier, formative years.
Gaining an insight into the cultures of others is an important step toward developing
cultural sensitivity and awareness. More and more schools are utilizing travel
experiences to formally instill these values in their students.

This is exciting news, because it will lead to the next generation of global citizens being
more culturally sensitive, aware, and understanding in their interactions with others. We
can only hope that the distrust and skepticism currently being aimed at minority ethnic
groups will be replaced with respect and acceptance.

For our part, each of Discover Corps’ Vacations with Purpose is designed to connect
travelers with meaningful components of the host community’s cultural makeup. They’re
led by locals who are excited to share their own stories and experiences in the name of
building cross-cultural understanding.

With nearly 20 trips to choose from, we’ve got an itinerary to spark an interest in almost
everyone. Because we believe that open-minded travelers of all ages, backgrounds,
and belief systems will be the people who ultimately help change our world for the
better. –Sara McDaniel

How to Promote Cultural Sensitivity in the Workplace

Interacting with people from different cultures happens regularly at most workplaces.
Some businesses have employees from across the globe. Others have customers in
different countries. Some businesses have multiple offices in different geographic
locations. Regardless of where your employees, customers and partners are from, it’s
vital to focus on cultural sensitivity in the workplace in order to create a sense of unity
and ease tension.
Importance of Taking Steps to Demonstrate Cultural Awareness
By introducing cultural awareness activities in the workplace, businesses show their
employees that they value their differences. It’s a chance for employees to learn more
about one another. This can help colleagues to work better together and create synergy
in the workplace. Activities that focus on cultural sensitivity have many benefits:
  Improves communication among employees of different cultures
  Creates a more welcoming and safer environment in the workplace
  Increases productivity by helping employees better understand one another
  Introduces new perspectives that can lead to creative and innovative ideas
  Reduces misinterpretation and tensions due to cultural differences
Focus on Knowledge
One of the most important ways to promote cultural sensitivity in the workplace is to
provide knowledge and training to employees about what cultural sensitivity is and
why it’s important. Training about cultural sensitivity in the business includes elements
such as communication, etiquette, negotiation, marketing and social norms.
If your company does a lot of business in another country with customers and partners,
for example, it is prudent to educate employees about what business practices are like
over there. That country may have a different style of negotiation than yours, or the
consumer may prefer a different style of marketing than you’re used to. Even simple
things such as a handshake or eye contact may be seen differently there, so it’s
important to take note of the cultural differences.
Work Around Communication Barriers
One of the most common reasons different cultures have issues communicating is due
to language barriers. If your business interacts with customers or partners who
predominantly speak a different language, providing some training to front-line
employees helps to enable effective communication. Similarly, if you have employees
who speak other languages and are having difficulties learning the language of the
business, providing them with business language classes can help to improve
communication.
Value the Differences
Cultural sensitivity in the workplace means paying attention to the differences
and placing value in them. Differences among cultures may include language,
communication styles, working styles, religious beliefs and social norms. Differences
can be as small as time zones.
If colleagues fast during Ramadan, for example, it’s culturally sensitive to avoid holding
lunch meetings during this time since they are not able to eat with you. If some
colleagues don’t eat meat due to cultural or religious reasons, it’s sensitive to provide
them with alternate meal options at company functions.
Similarly, if business partners come from cultures where sales are conducted in a more
subtle way, then the hard-sell approach won’t work with them. Understanding the
differences helps to improve business relations.
Celebrate Festivals, Customs and Food
Steps to demonstrate cultural awareness include celebrating with employees,
customers and partners. If your business works with remote employees in another
country, don’t expect them to work on major holidays that differ from your own. Instead,
celebrate their festivals by sending them a thoughtful card or gift basket.
Food brings people from all different cultures together. Invite employees to share
dishes from their cultures once a month at a company potluck or bring in treats for staff
during festivals they celebrate. Bonding over food is an effective way for employees to
note their similarities and create connections. Food can be a gateway to learning more
about other cultures.

In today’s global marketplace, it’s commonplace to do business with people from all
over the world. Whether you’re dealing with manufacturers from another country or
building an office on a different continent, it’s important to be aware of the cultural
norms of the people around you. Your customers may be from different parts of the
world even if they are all locally situated in one city, so don't underestimate the
importance of being culturally sensitive.
Understand the Importance of Cultural Sensitivity
Cultural sensitivity involves being respectful of other cultures. Understanding and
knowing about different cultures and accepting the differences and similarities helps
people to communicate more effectively and build meaningful relationships.
Our culture affects many aspects of our lives, from the way we speak to the way we use
hand gestures. Our attitudes toward our colleagues and superiors come from our
cultural viewpoint, as does the way we expect to be treated as customers.
Do Your Research
Cultural awareness in business involves preparing and learning about the different
cultures with which your business interacts. However, your business’s attitude toward
cultural sensitivity should start at the top. Build the importance of cultural sensitivity into
your company policy so that your employees know to show everyone the respect they
deserve regardless of whether or not they are of different cultures. Establish
consequences of not being culturally sensitive so that your employees understand the
weight of this matter.
If your company does business with people from a particular country, for example, offer
your employees training so that they can learn the cultural norms from that
country. Lead by example and participate in the training.
If your customer service representatives frequently speak with people who have
different native languages, consider learning a few key phrases in those languages
together as a team. This shows your customers how much you value their business and
shows your employees the importance of cultural sensitivity.
Reduce Communication Barriers
One of the biggest barriers to cross-cultural business dealings is communication. Your
business stakeholders may speak a different language or dialect or use hyper-local
phrases with which you aren’t familiar. Even though English is used as the international
language of business, people have different levels of fluency.
In some parts of the world, speaking directly and plainly is common in business. In other
parts, more nuanced phrasing is seen as proper business behavior. As a result, it’s
critical to understand the way your business stakeholders communicate so you can
ensure your message doesn’t get lost in translation.
Review Workplace Etiquette
Take time to figure out the workplace etiquette norms of your business stakeholders.
Our cultures play a big role in how we use body language to communicate at work. In
North America, making eye contact during a business transaction shows honesty and
an effort to establish a connection.
However, in the Middle East, making sustained eye contact with a person of the
opposite gender can be seen as inappropriate. In some parts of the world, frontline
employees don’t make eye contact with their superiors because it’s considered rude.
Lack of cultural awareness examples include making eye contact with people from
cultures where it is frowned upon.
Sometimes, what is not said is also a cultural variation. In most Western
countries, silence is seen as a problem. It signals that the person to whom you’re
speaking is disinterested or not paying attention. On the other hand, silence can be
used to show agreement in some Eastern countries. In some aboriginal cultures, it’s
important to have a period of silence before answering a question.
Show Respect and Empathy
The key goal of being culturally sensitive is to show others respect. Make an effort to
learn about the cultural customs your employees, customers and partners hold dear.
Show them you value your relationship with them by sharing in their customs.
For example, if a Muslim colleague is celebrating Eid, a major religious holiday, bring a
treat to enjoy together. If a customer is from a different country and celebrates a
national holiday, wish him well on that day. Small acts of kindness can go a long way in
showing others the importance of cultural sensitivity in business.

Cultural Sensitivity Skills in the Workplace

As U.S. workplaces become more diverse, cultural sensitivity becomes more essential.
An insensitive remark about a colleague's culture can create resentment and distrust
that don't go away. Insensitivity can make company statements that value diversity look
hypocritical. Having the skills to work with people of different cultures is key.
What Is Cultural Sensitivity?
Cultural awareness is knowing that there are multiple different cultures – based on
religion, ethnicity, nationality and other factors – that have different attitudes and
outlooks. Cultural sensitivity involves accepting those differences without insisting your
own culture is better, or that everyone should do it your way. Cultural-sensitivity skills
are sometimes called cultural competence, or the ability to work alongside people with
different cultural attitudes and behaviors and to do so effectively.
Embracing Diversity in the Workplace
Cultural sensitivity is a means of embracing diversity in the workplace. This means more
to your business than simply being considerate of one another. Diversity brings positive
benefits to your bottom line. A workforce with many different cultural backgrounds and
frames of reference is one that can reach out to many different communities and turn
them into clients for your business.
Emphasizing diversity in your hiring process at the front end of your operations may
mean a broader market and more sales at the "business end" of your business.
Communications Skills and Training
Communicating in a diverse, multicultural environment can be awkward. For example,
someone might make a sweeping and inappropriate generalization to a coworker about
what "his people" are like, causing discord. More subtle problems can involve the
differences in how people from different cultures communicate.
A gesture that's acceptable in one culture might be meaningless or offensive in another.
What’s considered the "normal" space between two people standing and talking is
different in different societies. In some cultures, criticizing or correcting your boss openly
is much less acceptable than it is in the United States.
Posters or employee handbooks can provide employees with some basic guidelines,
explaining what the employer expects. In some cases, training sessions might be
necessary so that employees can avoid treading on cultural landmines.

Team Building and Cooperation

Building and running teams are valuable professional skills. Doing this in a multicultural
workplace is more challenging and more valuable. A team-builder has to communicate
well and be aware of cultural conflicts that crop up, even subtle ones. The team builder
also has to be aware of her own biases, and accept that in a cultural disagreement, one
culture's values aren't automatically correct.
When To Be Flexible
Flexibility in dealing with cross-cultural matters is another valuable skill. For instance, in
the United States, we often take for granted that we typically don’t have to work on
national holidays such as Christmas and Independence Day. Cultural sensitivity
includes respecting other people's important days and realizing that they might need
them off.
If there are instances when you have to be inflexible, you need to communicate why.
Some cultures are more relaxed than others with less clockwatching. If you need
someone to complete their tasks on an airtight schedule, you need the communications
skills to explain why that's important.

 DIVERSITY AND CULTURAL SENSITIVITY IN THE WORK PLACE By Zacharys

Anger Gundu, PhD Dubai Leadership Summit, December, 2011
2 DIVERSITY IS A WAY OF LIFE
3 DIVERSITY AS A MELTING POT OR A MIXING BOWL?
4 LEARNING OBJECTIVES  Know the dynamics of Diversity and Culture and its
impact on Learning.  Identify skills that help to open communication channels with
others.  Develop personal strategies to increase knowledge about other cultures. 
Learn to become advocates for diversity in the work place.  Learn how to foster an
attitude of inclusion and respect in the work place.  Identify barriers to accepting
others and how to overcome them in the work place.
5 DIVERSITY AND YOU.  Do you believe there is only one right way of doing things
(or do you allow for other valid ways?)  Do you have honest relationships with each
other?  Do you find working with people from different backgrounds irritating or
rewarding?.  Are you open to people from different cultures?.
6 DIVERSITY AND YOU  How do you handle disrespect from others ?  How does
ethnicity, nepotism, sexism manifest around you?  Is there a diversity policy in place in
your place of work.?  Are assignments and opportunities for advancement accessible
to everyone in your place of work?
7 THE EARTH AS A DIVERSIFIED VILLAGE  If we were to shrink the earth to a
village of 100 people, with its existing human diversity, we will have a picture looking
like this:  57 will be Asians.  21 Europeans.  14 from the western hemisphere (North
and South).  8 Africans.  52 Females.  48 Males.  70 Non white.  30 White.
8 THE EARTH AS A DIVERSIFIED VILLAGE  70 Non Christian.  30 Christian.  6
people will own 59% of the entire wealth of the earth and most of them will be in the US.
 80 will be in sub standard housing.  70 will not be able to read.  50 will suffer from
malnutrition.  1 will be near death.  I will be near birth.
9 WHAT DIVERSITY MEANS  Recognition that each of the different people at work is
unique in terms of talents, gifts, skills, personality traits, physical abilities, cultural
background, appearances, thoughts, feelings, beliefs and points of view.  Its about
‘learning from others who are not the same, about dignity, respect for all, and about
creating workplace environments and practices that encourage learning from others and
capture the advantage of diverse perspectives’. Cornell University.
10 PRIMARY CHARACTERISTICS OF DIVERSITY These are characteristics we are
born with. Gender Eye colour Hair colour Race Birth Defects Skin colour.
11 SECONDARY AND TERTIARY CHARACTERISTICS OF DIVERSITY These are
characteristics we acquire as members of different cultural formations. Religion
EducationStatus Geographical Location DressSkills Political affiliation Marital status
Tertiary Characteristics linked to Personality and style.
12 WORK PLACE DIVERSITY AS A CHALLENGE Managing Diversity in the work
place is always a nightmare.  The unqualified acceptance of people from different
backgrounds in the work place is always a challenge.  The differences we carry to the
work place influence our thinking, actions, interactions and choices.  All these can
interfere with our ability to support, trust and respect each other in the teams we work.
13 CHALLENGES OF CROSS CULTURAL COMMUNICATION Diversity bias.  These
are assumptions that make it difficult to accept others who are different from us. They
include:  The Assumptions of superiority.  I am better.  The Assumptions of
correctness.  My way is the correct way.  The Assumptions of universality.  We are all
the same: If you are less than me, you must be sub human.
14 CHALLENGES OF CROSS CULTURAL COMMUNICATION Other barriers to
accepting others.  Other barriers to accepting others aside from bias include: 
Perceptions. Feelings based on opinions, dislikes, attitudes, beliefs and values. 
Prejudice. Prejudgment without sufficient knowledge.  Stereotypes. Generalizations on
people without reference to individual differences.  Discrimination. Denial of fair
treatment.
15 CROSS CULTURAL COMMUNICATION Valuable tips while discussing issues like
race, sexual orientation, disabilities, religion.  Many diversity issues are sensitive so
while discussing them, its good to be:  Calm and open.  Know the issues and emotions
at stake.  Establish rapport.  Respect the other’s views even if you do not agree with
them.  Choose your words carefully.  See the difference as a perspective and not a
wrong.
16 THE VALUE OF DIVERSITY TO THE ORGANIZATION  Diversity awareness helps
us to appreciate our differences and the potential value they bring to the work place. 
It helps us to connect to and leverage the variety of gifts and talents people bring to the
work place.  It promotes stronger healthier organizations( diverse ecologies are also
stronger).  Promotes creativity and greater variety of solutions to problems. 
Promotes greater productivity and competitive advantage.
17 DIVERSITY TYPES  Gender.  Age.  Race.  Ethnicity.  Culture.  Religion. 
Language.  Disability.  Height.  Weight.  Sexual Orientation.  Education. 
Dress.  Skills.  Union/Non Union.  Full time/Part time.  Marital status.  Political
Affiliation.
18 MANAGING DIVERSITY IN THE WORK PLACE How to manage Diversity in the
work place.  Whatever happens, people should come first. All, irrespective of
differences should be treated with respect. ‘Small things’ like people’s names should be
pronounced properly.  Support social networking in the workplace (This can help
reduce differences)  Plan and implement systems and practices that foster respect
and inclusiveness in the organization.
19 MANAGING DIVERSITY IN THE WORK PLACE(Cont) Key systems that can
advance Diversity goals.  Recruitment and hiring.  Performance management. 
Career development.  Coaching and mentoring.  Flexible work arrangements. 
Training and learning.  These systems can be deployed to leverage diversity in the
organization.
20 MANAGING DIVERSITY IN THE WORK PLACE (Cont) Strategies for managing
Diversity.  Build diversity into recruitment, planning strategy, decisions and
partnerships.  Identify where and to what degree local divisions should be
encouraged/empowered to take the lead in expressing and managing diversity. 
Encourage cross cultural conversation and interaction.  Aim at cross cultural balances
in decision making.  Leadership from the top.
21 COST OF POOR MANAGEMENT OF DIVERSITY IN THE WORK PLACE Poor
Management of diversity can be very costly to business.  The cost of managing
Diversity poorly includes:  Complaints and legal actions.  Low employee morale. 
Inefficiency.  Increased tension and conflict.  High employee turn over.  Lost
investments in recruitment and training.  Lost time and money in managing conflicts
and misunderstanding.  High rates of absenteeism.
22 DIVERSITY POLICY Its important for the workplace to have a Diversity Policy. 
The organization’s Mission should include a statement on the value of diversity. 
Develop diversity goals for each area of the business.  Develop strategies to show
how each goal will be met.  Clarify how you can mainstream diversity in the work
place.
23 PERSONAL ACTION IN SUPPORT OF DIVERSITY Knowledge of and relationship
with colleagues.  Know your colleagues and subordinates by name.  This fosters a
climate of respect. Know how to pronounce their names correctly.  If titles are
important, use them. In Malaysia, France and Nigeria, titles are important.  In the USA,
first names are preferred and amongst the Japanese, exchange of cards are important.
24 PERSONAL ACTION IN SUPPORT OF DIVERSITY (Cont) Use of body language. 
Be careful about the use of gestures.  Avoid touching.  Eating out requires special
knowledge across cultures.  Know that eye contact is interpreted differently across
cultures.  Amongst Africans, younger people are expected to avoid eye contact with
older people as a sign of respect.  Amongst Europeans, eye contact is necessary
when talking to others. It’s a sign that you have nothing to hide.
25 PERSONAL ACTION IN SUPPORT OF DIVERSITY(Cont) Other tips.  Treat
everybody equitably.  Watch for signs of harassment.  Encourage and recognize
contributions of different people  Learn and use some of their languages.  Give
meaningful and culturally appropriate gifts/rewards.  In other places, formal dress is
the norm, in places like Singapore, long sleeve shirts are just fine.
26 PERSONAL ACTION IN SUPPORT OF DIVERSITY(Cont) Other tips.  In some
cultures meals and table manners are very important in business.  The French for
example, conduct business over lunch or dinner.  In China, a banquets and bouts of
drinking are parts of business deals.  In Africa, there is the concept of ‘African time’
that may account for delays in appointments.
27 HANDLING RELIGIOUS DIFFERENCES  Religious jokes are tolerated in some
religions more than others.  Treat religious views with respect.  Be consistent in
allowing time off for religious reasons.  Never promote one religion over and above the
other in the workplace.  Accept religious views as personal to the individual.
28 PERSONAL COMMITTMENT What are you going to commit to the promotion of
diversity when you return home? ??????????
29 THINK AND ACT DIVERSITY The End and Thanks

10 Steps to Cultural Sensitivity

1. Take the initiative to make contact.

2. Show respect for other cultures, languages, and traditions.
3. Learn how to pronounce names correctly.
4. Be sensitive to others’ feelings regarding their homeland.
5. . Speak slowly and clearly.
6. 6. Be yourself.
7. 7. Take time to listen.
8. 8. Don’t make promises you won’t or can’t fulfill.
9. 9. Be genuine with your friendships.
10. 10. Don’t allow cultural differences to become the basis for criticism and judgments.

10 Tips for Better Communication

1. Use both verbal and nonverbal communication.

2. Cultivate patience and listen attentively.

3. Show interest in learning about other cultures. 4. Avoid stereotypes. 5. Check what you think you
heard. 6. Accept silence. 7. Do not make quick judgments. 8. Ask open ended questions. 9. Speak slowly
in plain English. 10. Do not ask too many questions

“No culture can live if it attempts to be exclusive.”

~Mahatma Ghandi
Culture Iceberg
10%
______
90%
Like an iceberg,
the part of culture
that is visible -
observable behavior
- is only a small part
of a much bigger
whole.
Discussion:
1. Which aspects of culture are above and which are below the waterline?