Sponsored by

present

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 plaster.sue@gmail.com, 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

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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

plaster.sue@gmail.com. 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