What’s Your CQ?Cultural Intelligence

In a Multicultural SettingMelissa PedersenMaria Brzeska

• To understand the concept of “Cultural Intelligence” and how it is developed and enhanced

• To raise awareness of the need for cultural understanding and improved intercultural communication

Objectives

Facts About Recent ImmigrantsCompared to prior 2000• May live in ethnic enclaves but not clearly defined neighbourhoods • Participate in mainstream politics• Intermarry more often • Are more highly skilled and educated • Are entering a globally aware society more willing to engage in cultural exchange

Source: Michael Adams, Unlikely Utopia, Penguin Canada, 2008

Canada’s Multicultural Society

Multiple Cultures Intersecting

Keeping their own DistinctionsForming

the Fabric OrganicChangingSociety

We come not knowing what we don’t know!

We Don’t Know What We Don’t Know

Activity 1:

Share with your group 3 things you didn’t know about Canada when you came.

If you are from Canada, share 3 things you didn’t know about another culture here or while travelling.

• Covert and Overt• Shapes our perceptions, judgments and ideas about self and others• Often unconscious• Multi-layered• Carried in our language• Organic

Culture

Cultural Intelligence• Idea first related to global business relationships• Understanding how culture impacts behaviour is

key to global business success• Can be applied to understanding, predicting and

integrating behaviour in a multicultural environment• A set of attitudes, skills and levels of awareness• Lead to appropriate, respectful and relevant interactions with others• Developing a mindfulness to observe and interpret without judgment

Developing CQ

Culture Centric Culture Relative

DenySee “them” and “us”

Polarize with one culture as “superior

MinimizeCultural blindness

Highlight commonality

We are all alike

AcceptSee the differences

May respond inadequately

AdaptRecognize patterns of differences

Shiftperspective and behaviour according to cultural context

IntegrateSee patterns of differences

Respond Effectively

Incorporate a multicultural identity with a cultural perspective

Increasing CQ Starts with You Knowing YOU!

Be aware of your own attitudes, biases

and preconceptions

Activity 2: Check Out

Your Biases!

It Continues with Understanding the Acculturation Process - Beginning

with Culture Shock

Culture Shock Sudden immersion into an environment Not certain about expectations Results from a new, different way of life Affects ability to live as independently

as in the native country

Can be overwhelming Can last months to years Knowing how to cope = difference

between happiness and depression

Roots of Culture Shock• Confusion• Loss of support• Physical disorientation• Cognitive fatigue• Unfamiliar body language• Familiar behaviours don’t work• Role change• Personal change

Activity 3: What is your name?

Russian Alphabet

Korean Alphabet

Euphoria Acceptance, Commitment

Recovery, Adjustment

Disappointment, Frustration,Anger

Stages of Culture Shock

Possible Signs of Culture Shock

Isolation

Feeling homesick

Fatigue

Hostility, negativity, stereotyping

Family difficulties

Sadness, lonliness, anxiety

Trouble concentrating

Feeling left out, misunderstood Frustration

High energy, mood swings

Apathy

Resistance

Activity 4: Voices of Culture Shock

Read your letter with your group and discuss:• Where do you think the

newcomer in your letter is

in the cycle of adaptation?• What do you think would

be the depth of their Culture

Shock and why?

Activity 5: Culture Shock Time Line

• Follow the instructions for Activity 4 in your handouts.

Euphoria

Anger, Disappointment, Frustration, Depression

Acceptance, Integration

CQ: Developed through Communication

Communicating is everyone’s responsibility

Verbal Intercultural Communication

WhoWhat WhyWhereWhenHow

Behavioural Communication Body Language Actions ReactionsEmotional Communication Big and small gestures Over-time reinforcement

X

CQ and Body Language

• Gestures may have different meanings in different cultures• Different cultures may have different gestures• Personal space• Eye contact

Gestures Speak Louder than Words

Every Culture has Body Language that belongs to that Culture.

Look at Activity 6. Discuss the gestures and their meanings with your group.

How to Increase CQ

• Break Assumptions• Empathize • Involve • Open your mind• Increase sensitivity• Be curious

Adapted from Neil Payne, Managing Director and Middle East Trainer, Kwintessential

Activity 7: Scenario

• Read the scenario about Interconnection, Inc.• Discuss with your group where the situation falls on the

CQ continuum• What would you do to move the situation further along

toward Culture Relative?

Developing CQ

Culture Centric Culture Relative

DenySee “them” and “us”

Polarize with one culture as “superior

MinimizeCultural blindness

Highlight commonality

We are all alike

AcceptSee the differences

May respond inadequately

AdaptRecognize patterns of differences

Shiftperspective and behaviour according to cultural context

IntegrateSee patterns of differences

Respond Effectively

Incorporate a multicultural identity with a cultural perspective

The Elephant Allegory

Any

Questions