understanding your multicultural environment

Cultural Intelligence: Understanding Your

Multicultural Environment

Presented By:

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mail: P.O. Box 509 Eau Claire, WI 54702-0509 • telephone: 866-352-9539 • fax: 715-802-1131email: [email protected] • website: www.lorman.com • seminar id: 405536

T. Hensley (Ted) Williams, J.D., The Williams Group

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Cultural Intelligence: Understanding Your

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mail: P.O. Box 509 Eau Claire, WI 54702-0509 • telephone: 866-352-9539 • fax: 715-802-1131email: [email protected] • website: www.lorman.com • seminar id: 405536

Prepared By:T. Hensley (Ted) Williams, J.D., The Williams Group

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Cultural Intelligence: “Understanding Your Multi-cultural Environment”

Presented by: T. Hensley Williams, J.D.The Williams Group

© Copyright The Williams Group

(c) The Williams Group All Rights Reserved

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ABOUT THE SPEAKER:T. Hensley Williams, J.D..

Ted Williams established The Williams Group (TWG) in the late eighties to offer human resources management consulting and training to companies and organizations. TWG provides workplace/workforce services and products to a national clientele in 21+ industries, from small start-ups to companies and organizations with over 10,000 employees.

The firm offers consulting and training services on site, on-line and by teleconference to guide, advise and support workforce success. His company works with client organizations to address challenges and initiatives that include executive coaching, designing employee handbooks and job descriptions to board retreats, investigations, wage and salary surveys, and management and employee education, development and performance.

Ted has a law degree and coupled with his HR management expertise the two have aided him immensely in successfully operating his consulting and training business. Prior to beginning TWG, Ted was a human resources management executive for 20 years. Today, Ted will focus on understanding, utilizing and optimizing cultural intelligence when managing a diverse workforce. To do so allows organizations and individuals to create and sustain an inclusive environment in a diverse workplace. This diverse workforce/workplace, if properly developed, nurtured and maintained will insure continued


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Webinar Goals & Objectives1. Introduce attendees to Cultural Intelligence (CQ)2. Share with them how this new found knowledge

can aid their respective organizations and their individual careers

3. Broaden their perspectives re those “different” from them

4. Enlighten and enhance their awareness as to how understanding cultural differences can be profitable both personally and business-wise


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CULTURAL INTELLIGENCE


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What is Cultural Intelligence?Cultural intelligence or Cultural Quotient(CQ) is a term used in business, education,government and academic research

Cultural intelligence can be understood asthe capability to relate and workeffectively across cultures


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HOW IS CULTURE DEFINED?

• Culture - is a word for the 'way of life' of groups of people, meaning the way they do things. ... E.g., Excellence of taste in the fine arts and humanities, also known as high culture

• An integrated pattern of human knowledge, belief, and behavior (c) The Williams Group All Rights

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Basic Function of Culture in Organizations

Organizational culture is a system of shared assumptions, values, and beliefs that governs how people behave in organizations; it also provides members of the organization with a sense of identity


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CULTURAL DIVERSITYHow do cultural intelligence andworkplace diversity intersect?


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Cultural DiversityCultural Diversity has to do with the impact of distinctions created in society such as race, gender, ethnicity, age, disability, etc. that enter the workplace through the employment processCultural diversity can also affect other organizational challenges such as dealing with childcare, eldercare, telecommuting, disabilities, flextime and job-sharing The biggest impact of cultural diversity is on successfully establishing and maintaining workplace relationships through clear and consistent communications.


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Cultural Intelligence

The focus of utilizing cultural intelligence in the workplace is to work with diverse individuals and groups from different cultures to successfully achieve stated company goals


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Cultural Intelligence = Management Tool

Mastery of cultural intelligence allows one to successfully, competently and consistently manage and resolve current, emergent and long-term workplace/workforce diversity challenges


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Implicit BiasA person’s unconscious opinion on another group of people


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Implicit BiasDe-escalation would, in theory, prevent future incidents of bias: Management Tools:→Education→Development→Training→Recognition of Consequences


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?????Cultural Intelligence Quiz

?????


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Cultural Intelligence Quiz Questions ResponsesI talk about my own culture with others in the workplace

Often Sometimes Never

I have changed my behavior in order to adapt to other cultures over the last six months


I have found that there are some things which really matter to me that I will not compromise on


I am known to have friends from many different cultures

Yes No

I have courageous conversations with people from a different culture from me


I avoid talking about controversial issues and topics in the workplace at all costs


I have made a friend over the last year with someone who was born at least 7,000 miles away from me

Yes No

I have discovered a bias in the last six months that I didn’t know I had

Yes No

I avoid people who don't speak my language fluently


I avoid situations when I will find myself in Often Sometimes Never(c) The Williams Group All Rights

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INTELLIGENCE"The whole of cognitive or intellectual abilities required to obtain knowledge, and to use that knowledge in a good way to solve problems that have a well described goal and structure.“

Professors Resing and Drenth (2007)


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EMOTIONAL INTELLIGENCEPeople with high emotional intelligence can pick up on the emotions, wants, and needs of others


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Is CQ Replacing EQ which Many Claim Replaced IQ?

► Organizations frequently appointed leaders for their IQ. Then, years later, canned them for their lack of EQ (Emotional Intelligence)

► Is CQ (Cultural Intelligence) about to become the new way to differentiate them?

Julia Middleton, author “Cultural Intelligence”(c) The Williams Group All Rights

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Why Cultural Intelligence is a Critical Component to Company Success

Understanding other cultures:

Determines workplace effectiveness

Influences how conflicts are handled

Affects the present and shapes the future

Is essential when confronted with stressful multi-cultural confrontations


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What Does Cultural Intelligence Measure?

Cultural intelligence is measured on a scale, similar to that used to measure an individual’s intelligence quotient (IQ)


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What Should CQ Measure?

Your level of interest, persistence, and confidence during multi-cultural interactions (Drive)

Your ability to adapt when relating, and working in multi-cultural contexts (Action)

Your understanding about how cultures are similar and different (Knowledge)

Your awareness and ability to plan for multi-cultural interactions (Strategy)


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Cultural Intelligence vs. Sensitivity Training

Sensitivity Training in the WorkplaceIs about ensuring that everyone in the workplace is respected and treated appropriately, regardless of who they are. It also involves learning to be respectful and considering the point of view of others

Is an effective solution in situations where an employee has demonstrated inappropriate or disrespectful behavior in the workplace


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Cultural Intelligence vs. Sensitivity TrainiCultural IntelligenceUnlike sensitivity training CQ is focused on providing management and staff with tools that educate and develop them to address and resolve cultural differences, particularly when people express disagreements with each other’s actions, activities and approaches

The focus is not on correcting demonstrated inappropriate or disrespectful behavior toward others in the workplace but on understanding and responding to cultural differences in a mode and manner that prevents workplace disruption and allows for workforce performance, productivity and profits


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What Can Happen When Your Organization Lacks Cultural Intelligence

The windows of opportunity for your organization to adapt its business model(s) to the shift in populations and demographics in America as well as abroad

Your employees are unable to relate to/or with these emerging client bases

You may lose business to Mom and Pop shops owned by emerging minorities, e.g., Hispanic, Asian, African-Americans and Africans

Loss of diverse members of your current or prospective workforce to the abovementioned competitors


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How You Can Apply Newfound CQKnowledge to Lead a Multi-cultural

WorkforceCultural knowledge is composed of:

Content = What?

Process = How?


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Workforce Newspapers, movies, books, traveling to another

country

Working with or being friends with people from a different culture

Carefully identifying what is unique about one cultureanalyzing why it is unique

Forecasting when and how you could utilize this knowledge in the future. (c) The Williams Group All Rights

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WorkforceAcquisition of the following skills:

Relational skills; cultivate talking and interacting with people from other cultures

Embracing uncertainty; adjusting your ability to tolerate uncertainties, ambiguities and unexpected changes in an intercultural interaction

Adaptability; changing your behavior according to the cultural demands

Empathy; can you put yourself in a culturally different person´s shoes and imagine the situation from their perspective

Perceptual acuity; do you understand other people´s feelings and subtle meanings during intercultural interactions

(cRights Reserved 27

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Mobilizing Millennials (and Others) to UtilizeCQ

Some irrefutable truths re Millennials:

1. They are not that much different from other generations

2. They prefer traditional company culture

3. They value professional growth and development

4. They want to make a difference


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WHAT DIFFERENCE DOES IT MAKE KNOWING

ABOUT WORKPLACE & CULTURAL INTELLIGENCE ?


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What Happens When Your Organization Lacks Cultural Intelligence

The organization wastes time supplementing real strategy by supporting various diversity associations; donating to non-profit service groups and increasing advertising and marketing dollars

Recognized for these, traditional actions as being inauthentic by the target audiences sought

Being recognized as culturally ignorant by target audiences and your competition who exploit the organization’s ignorance

Hiring as consultants charlatans, grifters and hustlers who claim to be CQ experts to assist you in addressing this challenge


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Six Steps To Take to Build Cultural Intelligence1. Develop and concentrate on relational skills; i.e. .,

talking and interacting with people from other cultures

2. Embrace tolerance for uncertainty; the reality in today’s workplace is that there is ambiguity, uncertainty and unexpected changed in organizations and specifically intercultural interaction

3. Adopt adaptability: whether or not you can change your behavior according to cultural demands


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Six Steps To Take to Build Cultural Intelligence4. Empathy, whether you are able to put yourself in a

culturally different person’s shoes and imagine thesituation from their point of view

5. Perceptual acuity; whether you understand otherpeople’s feelings and subtle meanings duringintercultural interactions

6. Reflecting; on past successful and unsuccessfulintercultural interactions and revisiting them with aneye to what knowledge and skills you used duringthose interactions


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How to Become a CQ Rock Star?

Develop and maintain a genuine effort to learn and practice CQ

Develop Cultural Self-Awareness

Understand cultural differences between Nations

When in doubt ask somebody

Work hard on having and keeping an open mind

Recognize and embrace the fact that “change is hard” for you as well as for others

Understand how “WIFM” and “WIFE” are rock solid business strategies that allow you, your organization and others to WIN!


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How You (The Rock Star) Can Help Others In Your Organization

Share with your colleagues, peers and reports that those with high cultural intelligence are attuned to the values, beliefs, attitudes, and body language of people from different cultures; and they use this knowledge to interact with empathy and understanding

Emphasize that people with high cultural intelligence are not experts in every culture; rather, they use observation, empathy, and intelligence to read people and situations, and to make informed decisions about why others are acting as they are

Stress that people with high cultural intelligence use it to monitor their own actions. Instead of making quick judgments or relying on stereotypes, they observe what is happening, and they adapt their own behavior accordingly.


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SIGNIFYING RESPECT

Latino, Asian and some other culturesLuis, a 15-year-old Latino with no previous record was arrested for possessing less than a ½ ounce of marijuana. During his disposition hearing, the judge ordered him and his caseworker into chambers. As the judge talked to Luis, he noticed that the youth was not looking directly at him. The judge ordered Luis to look at him, which Luis did. But as time progressed, Luis look down again. The loss of eye contact infuriated the judge, whose words and tone of voice became much harsher. The caseworker attempted to explain that Luis’ downcast eyes were a sign of respect in his culture. The judge however, took Luis’ downcast eyes as an admission of guilt, and sentenced him to two years in a juvenile facility.

Issue:Youth being reprimanded in Luis’ culture bow their heads to show their embarrassment at their actions. “Staring down” authority figures is considered to be highly disrespectful.


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CULTURAL COMPETENCY

Irish Female PatientAn elderly Irish female patient was scheduled to have surgery by week’s end. A few days before the surgery she begin having pain and complained to her family members but not to her physician. Her physician was also unaware of evidence that the Irish, as a group, tend to minimize expressions of pain. Confronted by the family, the physician expressed little concern because in the physician’s home country women having serious pain are much more vocal than this woman was being. The physician ignored requests that the surgery be moved up, deeming it unnecessary.By the time the patient went to surgery, her condition worsened and she died during surgery. Her daughter-in-law, a nurse, felt that had the physician operated when the patient first complained her mother-in-law would have lived.

Issue: In this case, the doctor inadvertently stereotyped the patient. She was a woman, and in the physician’s experience, women complained loudly when in pain. She didn’t. Consequently, the doctor failed to reexamine the patient. Had the physician been aware of the generalization about Irish people in pain, the patient’s complaint may have been taken more seriously, which may have led to an earlier operation.

CULTURAL COMPETENCYIn the Workplace

Patient Autonomy and “Right to Know”

Healthcare in America puts significant emphasis on patient autonomy and a patient’s right to know.

Issue: This is not the dominant belief in many societies. The custom in many cultures, including Mexican, Filipino, Chinese and Iranian is for the patient’s family to be informed first about a poor prognosis, after which the family decides whether and how much to tell the patient.

Many members of these cultural groups believe that it would be insensitive to tell a patient “bad news” because it would only cause the patient great stress and even speed up death by destroying hope.


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CULTURAL INTELLIGENCE/COMPETENCY AWARENESS CONSIDERATIONS

What is my culture?What is my cultural stance?What are my biases and hot buttons?

- How do they show up?- What is the impact of those thoughts, actions, behaviors,values and words?

How can I support and/or challenge clients while respecting cultural and

ethnic values and sensibilities?How do I shift my own needs to be in control to be in control and viewed

as the authority? (c) The Williams Group All Rights Reserved

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Q & A


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THE WILLIAMS [email protected]

(515) 274-6899


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understanding your multicultural environment

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