Upload
emily-mann
View
104
Download
1
Tags:
Embed Size (px)
DESCRIPTION
Slides from Presentation given by Emily Mann and Nataly Blas at the NCLA annual conference
Citation preview
Bridging the Language Barrier in Public Services
Enhancing Cross Cultural Communication in Academic Libraries
Nataly BlasEmily Mann
October 17, 2013
Dinámica
Dame esos cinco si, has viajado a otro país
Mujeres a la derecha y hombres a la izquierda
Todos de pie si, hablas dos o más idiomas
Levanten la mano si, han ayudado a un estudiante
internacional
Parasen en un pie si, trabajas con el público
Activity
Have you traveled to another country?
To the right or to the left?
Do you speak more than one language?
Have you ever helped an international student?
Do you work in Public Services?
Agenda
No “quick fix”Cross cultural communicationIntrospectionInclusionBarriers Culturally-relevant reference interview
Cross Cultural Communication
Minimization
An orientation that highlights cultural commonality and universal values and principles that may also mask deeper recognition and appreciation of cultural differences.
Identity Molecule Activity
Who are you?
Your Name
How do we identify ourselves?
• Gender• Race/Ethnicity• Age• Religion• Economic Status• Sexual Orientation• Marital Status• Political Views• Occupation• Languages
• Life Experiences• Hobbies• Culture/Sub-culture• Clothing• Learning/Thinking Styles• Skills/Talents• Beliefs/Values• Concept of beauty,
friendships, etc• Gestures
International Students at UNCG
Home Countries of UNCG
Students
Majors/Areas of Study
One size does not fit all
http://www.greatwhatsit.com/archives/8460
Communication Barriers
Cultural
Functional
Language
Cultural Barriers
Functional Barriers
Language Barriers
What makes a library non-welcoming?
Public Service
First point of contact
Brief interactions
How do we serve their needs?
Group Discussion
What services and resources are offered in your library to meet the needs of your multilingual patrons?
What is the training and level of awareness of multiculturalism and intercultural communication among your library staff?
Patron Interview
Gather Information with open
questions
Confirm the exact question
Give the AnswerFollow up
Welcome
Be Approachable! Friendly greeting
Relaxed toneAssurance
Gather Information
Provide your full attention
Non-verbal cues
Cross-cultural rules
Confirm the Question
Be patientWritten communication
Give the Answer
Clear and simpleAvoid library jargon
Enthusiasm
Follow Up
Need fulfillmentRestart
Tips for Communicating Across Cultures
Beyond the Public Service Desk
Library tours
Diversity in the library’s collection
Multilingual services
Library materials in other languages
Cross-cultural communication training
Questions?
References
• ACRL Diversity Standards, http://www.ala.org/acrl/standards/diversity
• Brothen, E. & Bennet, E. (2013). The Culturally Relevant Reference Interview: How to
Enhance Reference Transactions in a Era of Diversity. In Library Sources for Multicultural
Patrons, 35, 297-302
• Garner, S. (2003). Bridging the Intercultural Communication Gap at the Reference Desk.
Legal Services Quarterly. 22(2), 7-33.
• Osa, J. O., Nyana, S. A., & Ogbaa, C. A. (2006). Effective Cross-Cultural Communication to
Enhance Reference Transactions: Training Guidelines and Tips. Knowledge Quest, 35(2),
22-24.
• RUSA Guidelines http://www.ala.org/rusa/resources/guidelines/guidelinesbehavioral