Cultural Competency Training Program for a Public Organization - Term Paper Example

Cultural Competency Training Program for a Public Organization Introduction The issue of culture in modern organizations is as a result of diversity at workplaces since companies absorb people of different cultural backgrounds (Kirmayer, 2012). Therefore, managers should have the right knowledge, skills, and attitudes so as to help them in valuing diversity among workers. Management specialists recommend cultural competency as crucial enabling employers in efficient handling of employees from different backgrounds. Briefly, cultural competence is the awareness towards an individuals culture and entails the ability tolerate the varying community norms (Lie et al., 2011). Therefore, cultural competency simply entails peoples abilities of understanding the differences between group contexts like in work environments. Thus, organizations are increasingly implementing cultural competency plans with an aim of encouraging a cultural tolerance culture. In particular, this piece of work strives to outline the best way through which an organization can implement cultural competency plan with a deeper search for the different definitions of the concept. Cultural Competency There are different definitions of cultural competency, but all of them point to the tolerance of diversity within a group. Kirmayer (2012) defines cultural competency as a group of harmonious behaviors, policies, and attitudes that integrates into an organization, among professionals or agencies and allows for efficient functioning in cross-cultural situations. A deeper definition of cultural competency posits that the concept involves transformation and integration of knowledge about individuals or groups into explicit standards, practices, attitudes, and policies within the appropriate cultural settings (Lie et al., 2011). The transformation and integration increases service quality thus leading to greater organizational performance. A culturally competent individual considers his or her perception of the world and compares it to others. The perception is also important in organizational situations and executives should understand that that different cultural background is what constitutes the universe. On the other hand, cultural competence refers to the act of obtaining particular cultural information and applying the knowledge in the right manner (Lie et al., 2011). Therefore, cultural competency enables all people in the organization to see the real picture about other employees and helps in improving quality of services and business operations. However, acquiring different cultural perspectives and practicing them compels individuals to be flexible and respectful to viewpoints of others. In an organizational context, cultural competency entails the ability to listen to workers and to find out their perception of certain issues and situations (Bryson, & Alston, 2011). Elements of cultural competency For an organization to become culturally competent, there are certain elements that it has to put into consideration. One of the elements is valuing of diversity because the basis of cultural competency is the ability of the organization to appreciate variety in cultures (Kirmayer, 2012). Another useful element is that cultural self-assessment should prevail in the organization. In this case, everyone in the organization should be able to assess his or herself to determine if they are culturally competent or not. Nonetheless, there should be consciousness about the dominant dynamics of cultural interaction (Lie et al., 2011). In fact, cultural training programs should center dynamics that shape the nature of cultural interactions. In addition, individuals should have institutional, cultural knowledge which involves aspects like how certain cultural institutions function and how they shape individual behaviors and perceptions (Lie et al., 2011). Conversely, an organization should adapt service delivery approaches reflecting deeper understanding of cultural diversity as a serious issue in the contemporary organizational environment (Kirmayer, 2012). Therefore, all the five elements must feature in all aspects of the organization from policy making to implementation stage. Principles of cultural competency The first principle centers on fair and non-judgmental treatment of clients (Kirmayer, 2012). Cultural competency as an approach stresses the need to respect and dignify clients irrespective of their backgrounds. Another principle of cultural competency is the broad definition of individual orientation about life, race, ethnicity, language, beliefs among others. Besides, cultural competency stems from the underlying principle that stresses on the respect and recognition of the ever evolving and changing culture (Lie et al., 2011). Besides, individuals should be sensitive and recognize language diversity and how communities use different dialects in communication. Also, the cultural competency principles stress the need to adapt and provide services to fulfill unique cultural needs of the customers acquiring the services. Finally, the principles revolve around the accountability in addressing cultural complexity, as well as questions of cultural stereotyping. Importance of having Knowledge of cultural competency skills Culturally skilled public workers have good background knowledge of their cultural heritage and understand how it affects their personality behaviors and their professional definitions of cultural competency (Lie et al., 2011). On the other hand, it offers workers with the opportunity to understand how racism, stereotyping, oppression, and discrimination affect individual personalities in workplaces. Moreover, individuals get the chance to learn and acknowledge their racist beliefs, attitudes, and feelings (Kirmayer, 2012). In addition, being knowledgeable helps individuals in appreciating communication differences during inter-cultural encounters. It also helps them understanding how they can foster good relationships through efficient and effective communication (Bryson, & Alston, 2011). Nonetheless, culturally skilled workers have good background information on how individual experiences and encounters shape their perceptions about life and certain issues like religion and ethnicity. In this case, the individuals will have a clear knowledge of how certain factors like socio-political affiliation of a person influences his perception about life. Importance of learning cultural competency skills and knowledge Public service workers ought to understand that the first impression they leave on the customers affects the possibility of the individuals coming back to the organization. The implication is that first impression will have a lasting effect on the customers thus the public workers need to understand how cultural competency is important in maintaining customer relationships (Bryson, & Alston, 2011). Knowledge and skills on cultural competency enable individuals to develop respect towards others and avoids the possibility of stereotypic behaviors. In public healthcare for instance, knowledge of a patients ethnic background enables the health practitioners to develop the right attitudes towards their patients (Lie et al., 2011). On the other hand, being aware of dynamics of cultural competency enables organizations to develop services that satisfy the needs of all customers. Moreover, cultural competency narrows down to an individual’s ability to be aware of his or her attitude towards certain cultural groups. In this case, a public worker will ensure that the service provision serves the exact interest of the particular group. Cultural training program for a public organization with limited resources The demographic changes in most countries have forced many state governments to consider training their civil servants to enhance service provision that center on customers and so as to deliver culturally suitable services to the public. There are various methods of training employees including role playing, direct instruction, case studies, group discussions, and technology (Lie et al., 2011). The effectiveness of the methods depends on the nature and appropriateness of the cultural competency training program. The aim is always to develop a comprehensive program with clear objectives, action plans, and real clear vision. The training program: duration 4 hours This training program suggests the outline that trainers can use to teach public servants in on the important aspects of cultural competency. The primary domains or elements that this program incorporates include awareness, knowledge, and communication skills relating to cultural competency in public organizations. Learning objectives Value and respect to cultural diversity Clear communication during cross-cultural interactions Understanding and exploring cultural differences Effective engagement in cross-cultural interactions Knowledge and skills required for dynamic cultural differences Therefore, participants in this program will can evaluate and re-examine their interpersonal weaknesses and strengths. The knowledge will help them in recognizing that individual differences in terms of language, culture, age, socio-economic status, religious and political beliefs as well as sexual orientation adds to the complex dynamism of cross-cultural relationships and interactions (Lie et al.,2011). The following table outlines the cultural training program that a public organization can use in training its employees. Time/duratio Doman Content and structure Intended outcomes 1hour Knowledge awareness Introductions Objectives of the session Definitions of some key terms A statement of recommendation to kick-start the training session. The trainees will have necessary knowledge on cultural competency and some essential elements Trainees will also understand the rationale behind cultural competency 1 hour Knowledge Demographics/cultural differences •The session to describe the demographic changes that have occurred in the country •Presenting some sketch of data about the existence of cultural diversity in the country •Highlighting the implications of the demographic changes to the organizations especially the public sector Understanding individual cultural influences •Training about what shapes cultural values and individual beliefs •Training on the sensitivity of cultural issues The trainers will appreciate how the country has gone through changes especially its demography. Data presentation gives the trainees a rough idea of how the country is culturally diverse. The session enables trainees to understand the weighty issues of cultural diversity in organizations 1 hour Awareness Understanding individual cultural influences •Training about what shapes cultural values and individual beliefs •Training on the sensitivity of cultural issues The trainees will appreciate the differences in cultural beliefs Gives the trainees the knowledge about cultural sensitivity 1 hour Awareness cultural beliefs and service provision Case studies are good examples to explain some cultural encounters Differentiate between generalization and stereotyping during discussions The case studies paints real picture to the trainees on how cultural disparity intertwines with service provision The trainees will identify the elements of effective cross-cultural interactions or communication. Skills and awareness Training on cultural interaction skills Working with interpreters and other experts in enlightening the employees on different aspects of cultural interaction. Rationale behind the choices There are many reasons for the choosing the domains or elements for the training program. Firstly, knowledge and skills awareness is important in cultural competency training since it helps with the understanding of different aspects of cultural competency. For instance, knowledge about the effect ways of communication during cross-cultural encounters is important in fostering good relationships (Lie et al., 2011). The implication is that individuals must be able to avoid possible obstacles that may affect their relationships with others. On the other hand, there are many reasons as to why skills awareness is essential during communication with diverse cultures. One of the skills is the ability to empathize with people of different backgrounds in terms of ethnicity or religion (Kirmayer, 2012). Public organization workers having learned that the country has gone through a tremendous organizational change should develop the necessary skills for embracing diversity in thoughts and world perceptions. The skills are thus critical in encouraging the workers to develop the right attitudes towards all customers when delivering services. The program also focuses on cultural influences with a particular emphasis on the factors that shape individual values, as well as cultural beliefs. Before arriving at such choices, it is necessary to outline how certain factors intertwine to shape different cultural perceptions and beliefs. For instance, geographical locations influence an individuals perception of certain issues. The implication is that a persons background has a profound effect on his or her religious beliefs (Kirmayer, 2012). On the other hand, case studies offer individuals with the opportunity to understand the trends in cultural sensitivity. In this case, the program relied on the underlying assumption that a deeper understanding of the sensitive issues in cross-cultural interactions enables individuals to develop cautiousness when engaging with people from diverse cultures (Lie et al., 2011). Nonetheless, one of the objectives of the program is to encourage individuals to develop respect and value cultural diversity. Most workers in public organizations have the slightest idea of the values that others attach to their cultural beliefs and perceptions about life (Lie et al., 2011). In this case, the training will enlighten public workers on how they can harmonize their beliefs with those of the customers. However, it is imperative to encourage public employees that the foundation of good inter-cultural interactions is respect towards one another (Kirmayer, 2012). There is a strong emphasis on generalization and stereotyping during the interaction process. Therefore, an individual with the right knowledge and understanding of cultural sensitive develops respect towards the culture and attaches high value to the belief or custom. The learning program also stresses on interpretation skills that entail different methods of identifying individual needs and satisfying them. In this case, a public organization worker understands the methods of interpreting inter-cultural interaction and using different approaches to helping customers. The implication is that culturally skilled workers can use both verbal and non-verbal communication in conveying information to the target audience (Kirmayer, 2012). On the other hand, the individual is highly cautious and avoids using cues that may be sensitive to a particular culture. One of the main reasons as to why cultural diversity is still a problem with modern organizations is the negative effects of language barrier (Lie et al., 2011). In fact, an individual may not have language competency as the customers he or she is serving thus friction comes about when the individual may not use certain language phrases correctly resulting in conflict and misunderstanding. Conclusion In a nutshell, cultural competency entails many issues with respect to diversity in peoples backgrounds. Nonetheless, cultural competency finds its basis from elements and some underlying principles that stress the need to develop respect towards certain cultures and valuing the peoples beliefs and perceptions about life (Lie et al., 2011). On the other hand, it is vital to develop outline some of the importance of cultural competency like the knowledge and awareness it creates among individuals. For an organization with limited financial resources, an excellent cultural competency training program stresses on particular domains like knowledge and skills awareness. In this case, the program identifies cultural competency skills and the knowledge that individual should possess about the dynamics of cultural competency. References Bryson, J. M., & Alston, F. K. (2011). Creating your strategic plan: A workbook for public and nonprofit organizations. Hoboken: John Wiley & Sons. Kirmayer, L. (2012). Rethinking cultural competence. Transcultural psychiatry, 49(2), 149. Lie, D. A. et al., (2011). Does cultural competency training of health professionals improve patient outcomes? A systematic review and proposed algorithm for future research. Journal of general internal medicine, 26(3), 317-325. Read More