ARI faculty provide communication training for a wide variety of organizations: those in corporate America, academia, the US Department of Defense, non-profit community agencies, etc. And, without exception, there’s an emphasis on a new area of proficiency that reflects the diversity of our current task/workforces: cultural competency.
What in the world is that? What does it mean to be culturally competent? In pursuit of an answer, I’ve found that while the specifics change from organization to organization, the phrase always includes a common objective: understanding the culture of those with whom we work and serve in order to create partnership and collaboration.
There are all kinds of ways to become culturally competent:
- We can learn business protocols, dining etiquette, and greeting and leave-taking customs.
- We can learn about religious perspectives and historical experiences that shape views of family, community, and team building.
- We can also learn how language reflects people’s views of culture and their place in it. If language is the vehicle that conveys information, culture is the lens we use to interpret it.
Being culturally competent means knowing how to speak in ways that go beyond simply exchanging information; it means using language to build successful relationships. How can we demonstrate cultural competency in our diverse workplaces? A good starting point is to hit ‘delete’ on that one phrase we habitually use when we don’t understand someone’s accent: “What? What did you say?” While ill-will is certainly not intended, often this phrase does more harm than good. The message behind the message, the meta-message, is, “I don’t understand because you have a problem speaking.” Not helpful for establishing goodwill and camaraderie. Instead of “what did you say”, try, “I’m sorry. I didn’t understand. Could you please repeat that for me?” The meta-message is altogether different.