Section 1.4:   Considering cultural sensitivities in communication

When working with young people from a similar background, there are similar gestures, shared language and a shared understanding of cultural values. People of a similar background are more likely to be familiar with culturally appropriate boundaries. For example, in all cultures there are rules on touching. Even in our communication with young people from similar backgrounds, we often have misunderstandings/ miscommunications.

It is extremely important to use highly developed communication skills when working cross-culturally because language, gestures and values are not shared. Different cultures have different protocols (established procedures) for communication which determine

• how people greet each other,
• how they take turns when speaking,
• how they address each other,
• what is said and
• how they express feelings and empathy.

When developing a shared understanding of cultural values, consider the following;

• communicating sensitively
• non-verbal communication and culture
• personal space
• eye contact
• use of silence
• cultural variation in interpretation
• cultural responses to emotions

Communicating sensitively

To work effectively and to be culturally sensitive to clients and co-workers, we need to be aware of a number of factors.

Non-verbal communication and culture

• Gestures, movements, tone of voice, eye contact and facial expressions vary in meaning across cultures. In India, for example, shaking the head from side to side is an indication of agreement, rather than disagreement as it is understood in Australia.

Personal space

• Distancing oneself or getting closer to clients may be misinterpreted as coldness or inappropriately intimate or pushy. The gender of the client and worker is also an important factor in how personal space is utilised.

Eye contact

• There are many cultural variations of what eye contact means. In some cultures such as Mexican, Japanese, Korean and many indigenous Australian cultures, avoidance of eye contact means respect.

Use of silence

• Different cultures use silences differently. Arabic people often regard silence as a time to collect private thoughts. Russian, Spanish and French people might regard silence as indicating a common agreement or shared view. In Asian cultures silence is often used as a sign of respect. Aboriginal and/or Torres Strait Islander people may use silence to avoid disagreement.

Cultural variation in interpretation

• In this case, the interviewer and the client, for example, might have a different interpretation of issues such as what constitutes a marriage or a marriage separation.

Cultural responses to emotions

• Different cultures have different rules about how to respond to emotions. Touching the hand of someone crying might be acceptable in our culture but in others, offering tissues or a glass of water would be adequate. Remember not to touch clients – as a misunderstanding about touching could lead to accusations of inappropriate behaviour.

This, of course, is not a finite list of all the issues of which we need to be aware. These are some points to consider. As professionals, we need to continue to explore these issues, ask questions and accept feedback from the people we are communicating with.