Services For All
Definitions of Diversity/Multiculturalism
Who are We?
What do we know about our users?
Based on Kolb’s Experiential Learning Theory
◦Accommodating: intuition, people◦Assimilating: logic, theory◦Converging: practice, technology◦Diverging: imaginative, group work
Which would you expect to be reflective/collaborative ?
Reflective
• Assimilating
• Diverging
Collaborative
• Accommodating
• Diverging
Kolb, D.A. (1984). Experiential Learning: experience as the source of learning and development. New Jersey: Prentice-Hall .
Processor/DoerProcessor/Reflector
Reflective/TheoreticalDoer/Theoretical
shaking hands, posture, facial expressions, appearance, voice, tone, hairstyle, clothes, expression in your eyes, smile,
how close you stand to others, how you listen, confidence, your breathing, the way you move, the way you stand, the way you touch people, color choice, silence.
Nonverbals Also Include:
Tactics for Removing Cross Cultural/Communication Barriers
Remove language which appears to stereotype users
Reduce violations of cultural rules during discussions and conversations
Be aware of words, images and situations that suggest that all or most members of a racial group are the same.
Avoid using qualifiers that reinforce racial and ethnic stereotypes
Avoid racial identification except when it is essential to communication.
Be aware of possible negative implications of color symbolism and usage that could offend people or reinforce bias.
Avoid language that has questionable racial or ethnic connotations.
Be aware of rules for attentiveness during conversation.
Be aware of rules regarding the distance between speakers during conversation.
Be aware that objects, characters and symbols may reflect different beliefs or values for different groups.
Be aware that cultures may vary in what they consider humorous or taboo.
Be aware of different rules for taking turns during conversations.
Cultures may use different standards for loudness, speed of delivery, silence, attentiveness and time to respond to another's point.
Be aware of different cultural rules for entering into conversations in progress.
Ten Tips for Cross Cultural Communication
1. Slow Down 2. Separate Questions 3. Avoid Negative Questions 4. Take Turns 5. Write it Down 6. Be Supportive 7. Check Meanings 8. Avoid Slang 9. Watch the Humor 10. Maintain Etiquette
Another page with good suggestionshttp://www.hals.lib.tx.us/cust123/2diversity.html
Reaching Out to Your Community
Connect with the Community– Establish Partnerships
Create a Diversity Statement, Diversity Committee
Do a Needs Assessment Marketing/Publicity Evaluate Efforts
Do’s and Don’ts of Marketing
Develop specific strategies for each of your programs / services
Don’t assume
Produce eye-catching flyers. Don’t pass up a great opportunity
Think bilingual. Don’t exclude anyone.
Find qualified translators.
Emphasize “free” Don’t wait until the last minute.
Be visible. Make noise. Don’t fall for the “if you build it, they will come….” philosophy.
Do’s and Don’ts of Marketing
Establish partnerships. Don’t go it alone.
Develop a good distribution list. Don’t try to wing it.
Be user-friendly. Don’t miss any opportunity to connect and inform.
Nurture your staff. Don’t underestimate the challenge of providing good customer service in a culturally and linguistically diverse environment.
Sample Forms Library Research Service Community Analysis Scan
Form http://www.lrs.org/public/ca_form.php Diversity and Organizational Culture Survey
http://staffweb.lib.washington.edu/Diversity/survey/DiversitySurvey.doc.pdf
Assessing Needs from the Colorado Dept. of Education http://www.cde.state.co.us/cdelib/diversity/Resources-Assess.htm
Providing materials in multiple formats and actively engaging the user can increase the learning experience
Effectiveness of Learning
According to the media
involved in Learning
Experiences.
Edgar Dale, Educational Media, 1960
Use a variety of teaching, learning and communication styles
Treat each person as an individual with a need to be met
Be patient, attentive and interested. Be flexible and creative
Lori MestreDigital Learning [email protected]