Valuing Diversity by dfhdhdhdhjr


Course Introduction

    The support of the Government of Ontario,
 through the Ministry of Culture, is acknowledged.
   Course Objective

To increase knowledge and skills
for effectively communicating with
patrons who are new to Canada
and/or who are from various
cultural backgrounds


• Introduction
• Global Café
• Iceberg Concept Of Culture
• D.I.E (Describing.Interpreting.Engaging);
  Understanding And Dealing with Cultural
• Case Studies & Scenarios
• Back to the Café: Summary Of Competencies
• Conclusion: Expectations Revisited &

        Course Expectations

                   Introduce yourself!

•    Your name

•    What you do within the OPL organization

•     A memorable (positive or negative) travel

•    Your expectations of this training session
      Results of the Needs

•Initiative to provide settlement services

• Influx of newcomers to Canada in the Ottawa region

• Interaction with culturally-diverse library patrons

    Results of the Needs

• Build Awareness of other cultures and
  communication styles

• Create a welcoming atmosphere for the patrons

• Handle cross-cultural misunderstandings

• Resolve existing and potential conflicts

Place of Birth of Recent
 Immigrants to Canada

Ottawa-Gatineau Immigrant
population by place of birth

                                   by census metropolitan area (2006 Census)
We Don’t Know What We Don’t Know


                                     Know Don't
                                     Don't Know
                                     Don't Know




 “We need to be more
  comfortable with the
uncomfortable and less
comfortable with the too
                           (Author Unknown)
Activity: Global Café
         Activity: Global Café

                     The Two Topics

1.    What do you find good / enjoyable / easy about
     working with newcomers to Canada?

2.    What do you find puzzling / challenging about
     working with newcomers to Canada?

The Iceberg Concept Of Culture

      What Is Culture?

  Learned and shared values, beliefs
and behaviors of a group of interacting

Culture Quiz
             An Example

A quick, firm and fairly distant handshake compared to a
       long, soft and physically close handshake

                How can we interpret the differences?
What do they mean about the people who use these types of handshakes?
       What happens when the two types encounter one another?

The Iceberg Concept of Culture

   Like an iceberg, nine-tenths of culture is out of
 conscious awareness. This “hidden” part of culture
          has been termed “deep culture”.

  The Iceberg Concept of Culture

Tempo of Work           Social Interaction      Space      Ethics

Concept of Justice       Nature of Friendship           Gender Roles

Competition or Co-Operation        Leadership           Decision-making

       Handling Emotions               Equality/Hierarchy Relations

Family Relations     Education    Innovation    Problem Solving

Ordering of Time       Fairness     Money         Group vs. Individual
Describing, Interpreting, Engaging

Understanding And Dealing With Cultural

Describing, Interpreting, Engaging

Case Studies & Scenarios
   Back to the Café:
Summary Of Cross-Cultural

Cross-Cultural Competencies

 Based on your experiences when working with
people from different cultures, and based on what
you’ve learned during this session, make a list of
the key competencies (knowledge, skills, attitudes)
that you believe to be used in cross-cultural

 Cross-Cultural Competencies

1. Knowledge of and curiosity for different

2. Self-Awareness

3. Comfort with the unfamiliar

4. Flexible communication skills

Culturally-Intelligent Professional
           On a scale of 1-5, how would you rank yourself?

  •   Ability to adapt your behaviour
  •   Ability to trust when dealing with the unfamiliar
  •   Willingness to have your own views challenged
  •   Patience when you are not in control
  •   Sensitivity to nuances of differences
  •   Willingness to change yourself as you learn and grow (versus
      changing others to fit you)

                                          From: Peterson, Brooks. Cultural Intelligence.
                                                             Intercultural Press, 2004.

Expectations Revisited & Evaluation

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