Course Introduction

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

3. 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

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

5. Course Expectations Introduce yourself! • Your name • What you do within the OPL organization • A memorable (positive or negative) travel experience • Your expectations of this training session

6. Results of the Needs Assessment • Initiative to provide settlement services • Influx of newcomers to Canada in the Ottawa region • Interaction with culturally-diverse library patrons

7. Results of the Needs Assessment • Build Awareness of other cultures and communication styles • Create a welcoming atmosphere for the patrons • Handle cross-cultural misunderstandings • Resolve existing and potential conflicts

8. Place of Birth of Recent Immigrants to Canada

9. Ottawa-Gatineau Immigrant population by place of birth by census metropolitan area (2006 Census) Ottawa–Gatineau

10. We Don’t Know What We Don’t Know

11. Comfort Understanding Knowledge Information

12. “We need to be more comfortable with the uncomfortable and less comfortable with the too comfortable.” (Author Unknown)

13. Activity: Global Café

14. Activity: Global Café The Two Topics • What do you find good / enjoyable / easy about working with newcomers to Canada? • What do you find puzzling / challenging about working with newcomers to Canada?

15. The Iceberg Concept Of Culture

16. What Is Culture? Learned and shared values, beliefs and behaviors of a group of interacting people

17. Culture Quiz

18. 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?

19. 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”.

20. 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

21. D.I.E.Describing, Interpreting, Engaging Understanding And Dealing With Cultural Differences

22. D.I.E. Describing, Interpreting, Engaging

23. Break

24. Case Studies & Scenarios

25. Back to the Café: Summary Of Cross-Cultural Competencies

26. 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 situations.

27. Cross-Cultural Competencies • Knowledge of and curiosity for different cultures 2. Self-Awareness 3. Comfort with the unfamiliar 4. Flexible communication skills

28. 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.

29. Conclusion: Expectations Revisited & Evaluation