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Building Community Trust: Improving Cross-Cultural Communication in the Criminal Justice System Unit 7: Cross-Cultural Communication Prepared by QuickTime™ and a TIFF (Uncompressed) decompressor are needed to see this picture. Where are we headed in this unit? • Identify challenges to effective crosscultural communication • Develop strategies and skills for improved cross-cultural communication Culture Shapes Attitudes • • • • • • Punctuality Child rearing Dress Education Discipline Importance of Families • • • • • Government Authority Figures Courts Punishment Domestic Violence Culture Shapes Behavior • Communication style • Interactions with others • Decision-making paradigms: – Individual vs. Family CJS Culture Visible: • Structure • Jargon/language • Communication style: cross-examination • Rules • Adversarial • Process • Suits/clothing Invisible: • Motivations • Values • Preferences • Iceberg Other Aspects of CJS Culture: • Culture “…affects how we analyze, judge, and interpret information, behavior, and perceptions about behavior.” • Analytical - Logic • Precedent - Reliance on Facts • Jargon + Thought Process, Decision-making Cultural Collisions Occur when individuals or groups with different traditions, world views, values, or languages come together in a situation in which neither side is able to view the situation from the perspective of the other. Sender: Receiver: Develops message Encodes message Decodes message Receives message 40-60% loss of meaning Barriers to effective crosscultural communication: • Assumed similarity • Nonverbal Communication • Language • Tendency to evaluate • Preconceptions and stereotypes Assumed Similarity Assumption that: Words and gestures have a set meaning Message sent is received Modes of communication: • Telling (ineffective) • Asking (obtain information, validate) • Showing (increases retention, understanding) • Listening (helps form good relationships, encourages others to be open with us) • Direct vs. indirect • Deeply embedded Non-verbal communication: Verbal: – Word choice – Content of speech – 7% influence on the message received Non-verbal: – Facial-postural (eye contact, facial expressions, posture, gestures, proximity) – Vocal (tone, volume, pitch, voice quality, rate of speaking – 93% influence Caution in interpretation: Averting eyes or refusal to make eye contact: – Respect? – Shifty or untrustworthy? – Rude or aggressive? Strategies: • Look for behavioral and contextual clues: – e.g., how others are responding to our style of communication • Ask for feedback and clarification – Don’t assume message sent = message received Verbal language • Words with multiple meanings: – 400 common words have 14,000 different meanings • Nuance, idioms, slang • Assumptions about: – Accent (intelligence) – Pacing/timing (aggressiveness, intelligence) Bridging cross-cultural barriers • Clarify • Increase culturespecific awareness • Be self-aware • Do not act on stereotypes • Treat each person as unique individual • Continue to learn • Listen with respect Bridging cross-cultural barriers • Tolerate ambiguity • Listen for hidden meanings • Establish trust • Show concern and empathy • Be aware of nonverbal cues • Avoid doubleentendre • Be patient - with yourself and others Why is cross-cultural communication so challenging? • Culture shapes how we think—how we see, hear, and interpret world • Multiple meanings • Language interpretation opens door to misunderstanding Cognitive Constraints Frames of reference or world views that provide backdrops against which new information is compared/inserted Behavior Constraints Each culture has rules about proper behavior which affect verbal and nonverbal communication. For example: Eye Contact Overt discussion or “talk around” an issue Physical proximity Emotional Constraints Different cultures regulate display of emotion differently. Emotional when debating issues - yell, cry, exhibit anger, fear, frustration, other feelings openly Keep emotions hidden, exhibiting or sharing only rational/factual aspects of situation