Four Skills of Cultural Diversity
Competence
Chapter 4, Skill 3:
Practicing Culturally Centered Communication Skills
Skill 3, Practicing Culturally
Centered Communication Skills
This skill has two parts:
First: the 14 competency behaviors
Second: the dialogue, conflict recovery
and problem-solving process
Skill 3, Part One: the competencies
Skill 3:
Practicing Culturally-Centered
Communication Skills
Worksheet 15, Fourteen Personal
Competencies Self-Test, pgs. 85-86
Purpose: to foster awareness of the
fourteen personal competencies through
self-assessment
Skill 3:
Practicing Culturally-Centered
Communication Skills
Worksheet 15, Personal Competencies Self Test, pgs. 85-86
1. Be Nonjudgmental
2. Be Flexible
3. Be Resourceful
4. Personalize Observations
5. Pay Attention to Thoughts and Feelings
6. Listen Carefully
7. Observe Attentively
8. Assume Complexity
9. Tolerate Uncertainty
10. Have Patience
11. Manage Personal Biases and Stereotypes
12. Have a Sense of Humor
13. Show Respect
14. Display Empathy
Skill 3:
Practicing Culturally-Centered
Communication Skills
Worksheet 17, Personal Competencies
and Your Work Place, Pgs. 89-90
Purpose: To foster awareness and
understanding of the 14 personal
competencies for effective
communication and relationships in your
work environment
Skill 3:
Practicing Culturally-Centered
Communication Skills
Worksheet 18, The 14 Personal
Competencies Case Analysis, pgs. 91-92.
Discuss and Identify the competencies that
would improve the relationships in your
case examples from worksheet 13, pgs.
71-72.
Skill 3: Part Two,
Dialogue and Conflict Recovery Skills:
Dialogue Process
Dialogue is the exchange of information
between people who are willing to listen to
each others perspective in order to
comprehend the meaning.
It is based on the premise of mutual respect
and open inquiry.
It does not involve proving one's viewpoint is
"right“
The personal competencies are the personal
foundation for effective dialogue, recovery,
and problem-solving skills.
Skill 3:
Dialogue and Conflict Recovery Skills:
Dialogue Process
Step One: Establish the Ground Rules
Step Two: Listen with Undivided
Attention
Step Three: Say What You Think You
Heard
Step Four: Tell Your Viewpoint
Skill 3, Dialogue and Conflict
Recovery Skills: Conflict Recovery
Awareness and practice of recovery skills are
needed for reestablishing rapport when
mistakes and conflicts occur.
Step One: Acknowledge the Error
Step Two: Engage In Dialogue About the Issue
Step Three: Dialogue the Problem-Solving Process
 Engage in dialogue in order to understand one another's
perspective about the mistake or conflict, and to identify,
evaluate, and agree upon options to implement (see
problem-solving process)
Step Four: Use Mediator or Culture-Broker (Optional)
 If needed, obtain involvement of other person to mediate
in the misunderstanding or conflict in a culturally
appropriate manner
Skill 3, Problem Solving Skills for
Dialogue & Conflict Recovery
Step One: Define the Problem
Step Two: Identify Solutions and Generate a List
Step Three: Evaluate the List of Possible Solutions
Step Four: Choose Solution for Implementation
Step Five: Devise an Implementation Plan
Step Six: Assess the Success of the Solution
Skill 3, Two Communication Skills
for Dialogue & Conflict Recovery
Worksheet 16, Two Communication
Skills for Dialogue & Conflict
Recovery, pgs 87-88
Purpose: To practice communication skills
that integrate the competencies into
dialogues.
Speak With “I” or “We” Rather Than
With “You” Messages
Paraphrase: Repeat Back What You Think
You Are Hearing
Skill 3:
Using Dialogue in Case Analysis
Worksheet 19, Using Dialogue in Case
Analysis, pages 93-95
Purpose: To practice the first 3 skills of cultural
diversity competence
Instructions:
1.
Identify the Aspects of Culture you see in the case (s) (skill # 1)
2.
Identify the barriers you see in the case (s) (skill # 2)
3.
Which competencies would improve the interactions in the case?
(skill # 3)
Tell which persons in the case needs to practice the
competencies.
Debrief: Did you engage in a dialogue in your group case analysis?
Skill 3: Practicing the First 3 Skills
of Cultural Diversity Competence
Worksheet 20, Cultural simulation,
Shodop Culture, pgs. 97-98
Purpose: To practice the first three skills of
cultural diversity competence in a cultural
simulation.