present - summit.iabcmn.com · She also helps job-seeking clients to identify, pursue and prepare...
Transcript of present - summit.iabcmn.com · She also helps job-seeking clients to identify, pursue and prepare...
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Diversity and Inclusion:
- A Thrivent Case Study (Cathy Quillin)- A Workshop on Building Our Skills in Communicating Across Differences (Sue Plaster)
A Thrivent Case StudyCathy Quillin
Thrivent is somewhat late to the D&I journey
• 2014: Our CEO identified Cultural Competence as a key business strategy
• 2015: We hired a Director of Diversity & Inclusion
• Snapshot of strategy elements since then:• Required Cultural Competence education – several courses/year
• Cultural Competence Cohort
• Intercultural Development Inventory for leaders
• Employee Business Resource Groups
• Etc.
Convergence Summit 2017 Cathy Quillin
Why the new strategy?Our target market changed from…
to
Convergence Summit 2017 Cathy Quillin
Our D&I business case in a nutshell
To successfully attract and serve diverse Christians,
we need a diverse and inclusive workplace.
Convergence Summit 2017 Cathy Quillin
D&I Communications: What’s worked
1. Introducing 5 D&I focus areas
Convergence Summit 2017 Cathy Quillin
2. Using cohort members to reinforce themes and messaging in their divisions
3. Various “memorable moments”
D&I Communications: What we could do better
1. More reinforcement of business case – in every course, article, event
2. More messaging around long-term commitment – “this doesn’t happen overnight”
3. Better use of people leaders as advocates
Convergence Summit 2017 Cathy Quillin
A Workshop on Building Our Skills in Communicating Across
DifferencesSue Plaster, M.Ed.
Sue Plaster Consulting, LLC, Spring, 2017 [email protected], 612.723.4177
Introductions
Overview: Communicating Across
Everyday Differences and Similarities.
Self-Awareness: I Am Poems
Greeting and Connecting: Ways of Bridging
Differences
Everyday Cultural Competence Skills
Call to Action
Communicating Across Differences
Diversity includes all the differences and
similarities that affect how we work and
live together. Inclusion actively optimizes
those differences and similarities.
Cultural Differences Influence How We Communicate
Race and Ethnicity
Language and AccentGenerationSpiritual BeliefsGender, Gender IdentitySexual OrientationLiteracy/EducationPhysical Capability, SizeFinancialRural/UrbanTenure
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Power of Self-Reflection
I Am Poems
Write a poem (no need to rhyme) describing who you are, using the language you find most powerful. Choose descriptive, emotional and concrete words. Find words that connect to your history, values, and identity.
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From My I Am Poem
I am the granddaughter
whose grandparents came
from another country
when they were young.
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From U.S. Census Data
Group Population Size Growth 2000-2010
Whites 72% -- 223.6 mil. Only Latino portion
grew; white population
down
Latinos 16% -- 50.5 mil.
Blacks 13% -- 38.9 mil. 12%
Asian 5% -- 14.5 mil. 43%
Native American,
Alaskan Native
0.9% -- 2.9 mil. 18%
Hawaiian/Other
Pacific Islander
0.2% -- 0.5 mil. 33%
Other Race 6% -- 19 mil.
Convergence Summit 2017 Sue Plaster Consulting, LLC
Families Are Changing Demographically
Recession-related growth in multi-generation families (Record 16.7% of the population)
Younger household heads with significantly less wealth than elders (Pew Research Center 1984-2009)
More families where English is not primary home language (12% of U.S. population born in another country – 6.5% in MN)
More grandparents ethnically different from grandchildren
Convergence Summit 2017 Sue Plaster Consulting, LLC
Cornell University Disability Research
In the year 2010, an estimated 8.0 percent (plus or minus
0.2) of civilian non-institutionalized, U.S. men and women,
aged 18-64 reported a work limitation (due to disability).
This is about one in 13.
Note: Based on sample of 126,486 persons –
Current Population Survey (CPS).
Convergence Summit 2017 Sue Plaster Consulting, LLC
Summary: Our Encounters Are Changing
• Where we work
• Where we live
• Where we go to school
• Where we shop
• Where we express our faith
• In our families
“Cultural Competence” is now part of annual
performance expectations
in many of our organizations.
Convergence Summit 2017 Sue Plaster Consulting, LLC
Practical Views of Cultural Competence
CULTURAL HUMILITY
.
CULTURAL CIVILTY
.
CULTURAL RESPONSIVENESS
CULTURAL
EFFECTIVENESS
Interpersonal communication is important in every view of cultural competence.
Convergence Summit 2017 Sue Plastr Consulting, LLC
The Cultural Competence Continuum
• Awareness: I’m aware of possible issues for members of this cultural group in society. I see issues when they occur.
• Skills: I can communicate with members of this group.
• Knowledge: I know how to deliver service out of my professional capacity to individuals from this group and take into account what’s different from me.
• Results: I am involved in improving service, treatment, etc. for this group and can successfully advocate for the needs of employees, customers, community members.
Convergence Summit 2017 Sue Plaster Consulting, LLC
Bill Russell
“I tried to treat them like me, but some of them weren’t.”
Convergence Summit 2017 Sue Plaster Consulting, LLC
First Level Communication – Greeting
Name
Tone and Gesture
Listening Pattern
Conflict Style
Eye Contact and Expressions
Greeting
Convergence Summit 2017 Sue Plaster Consulting, LLC
Second Level Communication – Connecting
Introverts/Extroverts
Collectivist/
Individualist
Direct/Indirect
Communicator
Achieved/Ascribed Respect
Convergence Summit 2017 Sue Plaster Consulting, LLC
Names and Cultural Information
• Susan Elizabeth Frances Woulfe Plaster
Names are:
A tie to culture, history, spirituality, family, values, etc.
A way to learn about what was given and what was lost
or misunderstood
A generational marker
An opportunity for beginning a connection and bond
To be aware of my own cultural background and appreciate it is the first rule of cultural competence.
Convergence Summit 2017 Sue Plaster Consulting, LLC
Is Your Name . . .
• Continuing a pattern
• Reflecting a family history, personal connection, or gift
• Aspirational
• Ethnic or spiritual in some way
• Reflecting name confusion or name loss
Convergence Summit 2017 Sue Plaster Consulting, LLC
Tone, Gesture, Eye Contact (or not), Facial Expression Can Help With First Encounters
These Vary Widely Among Cultural Groups:
-- Acceptable greeting
-- Acceptable body space, gesture
-- Interpretation of facial expressions
-- Respectful listening patterns
-- Amount of emotion shown
Best Course:
Universal Open Gestures, ‘soft face’
Watch interrupting
Convergence Summit 2017 Sue Plaster Consulting, LLC
Listening and Conflict Patterns
•Eye contact connected with listening or not
•Separated, Sequential or Overlapping Speech
•Interruption OK or not?
How do YOU
interpret it if I
disrupt your expected
listening pattern?
Convergence Summit 2017 Sue Plaster Consulting, LLC
Clues
About
Conflict
Four Main Cultural Conflict Styles:Discussion, Engagement, Accommodation and Dynamic(Intercultural Conflict Styles by Mitchell Hammer, PhD.)
Example: A Technical Aspect of Cultural Competence for Communicators: What Is an Accent?
A distinctive mode of pronunciation of a
language
A distinct emphasis given to a syllable or word in speech by stress
or pitch
Convergence Summit 2017 Sue Plaster Consulting, LLC
Second Level Communication – Connecting
Introverts/Extroverts
Collectivist/
Individualist
Direct/Indirect
Communicator
Achieved/Ascribed Respect
Convergence Summit 2017 Sue Plaster Consulting, LLC
Where Are You On This Connecting Element?Direct and Indirect Communications Styles
Direct
Indirect
Words mostly convey the meaning. Generally the person speaks for himself or herself.
Words don’t necessarily contain the meaning. Voice, gesture, context -- even what is not said may mean much more.An intermediary may be used
Convergence Summit 2017 Sue Plaster Consulting, LLC
One Action You Can Take To Keep Building Your Skills in Communicating Across Differences
Name
Tone and Gesture
Listening Pattern
Conflict Style
Eye Contact and Expressions
Greeting
Introverts/Extroverts
Collectivist/
Individualist
Direct/Indirect
Communicator
Achieved/Ascribed Respect
Convergence Summit 2017 Sue Plaster Consulting, LLC
Thank You!
• Set a cultural competence goal for yourself• Learning/curiosity/discomfort
• Enrichment and stretch
• Practical
• Ask for help in working on it, using reputable resources to address it
• Once achieved, build on your results by setting another goal
Convergence Summit 2017 Sue Plaster Consulting, LLC
Sue Plaster, M.Ed. -- Sue Plaster Consulting
[email protected]. 612.723.4177
Building Bridges Across Differenceswww.sueplasterconsulting.com
Sue Plaster has a broad career background in diversity and intercultural communications,
with more than 30 years experience leading, coaching and advising in organizations.
She works with individuals and organizations to address issues and opportunities
related to diversity and equity. Her work ranges from assessment and intervention
in workplace diversity issues to customer diversity. Sue has a specialty area in helping organizations
with succession planning that takes diversity and cultural competence into account.
She also helps job-seeking clients to identify, pursue and prepare for potential career opportunities.
Sue served for more than 10 years as Director of Diversity for Fairview Health Services,
with responsibility for diversity and cultural competence policy, practice and education
in the 22,000-employee health system. Before joining Fairview, Sue was Director
of Leadership, Mobility, and Succession Planning for Honeywell Inc. At Honeywell she
also held leadership positions in Corporate Promotion and Worldwide Employee
Communications. Prior to that, Sue was a communications manager for a medical device
firm and a high school instructor.
Convergence Summit 2017 Sue Plaster Consulting, LLC