4: Culturally Competent Communication

Active Listening

Human relationships are built on communication. As we speak and listen, learn about each other, and get to know each other in personal ways, relationships grow and thrive. Our relationships are defined by how we communicate, including what we talk about, when we talk about it, and how we respond. The substance of relationships is how we communicate. Interaction is comprised of what we tell each other (disclosure) and how we attend to each other’s disclosure (listening).

Understanding how to listen can be very helpful to improve communication in professional settings. No matter how good a listener you are now, it is likely you can be even better. I know I can.

Those with ADHD diagnoses, like the author of this text, may need to use other strategies to help calm their minds and hone their focus. If you ever see me out in the wild, you may notice I am holding a pair of knitting needles. If my hands are busy, I blurt out fewer random thoughts. I still crack jokes and share a lot of thoughts, but I try to keep my comments and snappy responses on the topic at hand.

Think about the following strategies that work to improve active listening.

Plain Language

Using language that reduces the use of jargon and acronyms in communication to maintain clear and uncluttered communication is referred to as “plain language”. This means that the words used by independent facilitators should be clear and easy to understand.

Sometimes explaining information from regional centers or financial management services can be difficult. Understanding the language and vocabulary that is used in the Self Determination Program helps us all understand the details of the program better.

Communicating with SDP Participants

People in the Self Determination Program have a variety of communication styles. Some people have communication disabilities. Some people use augmentative and assistive communication (AAC) tools, like an iPad with an app or a Picture Exchange Communication System (PECS) board. Others use their voice. Some people have typical speech but need longer language processing and/or production time.

People using all types of communication can direct their own lives. Do not make the mistake of accidentally (or intentionally) excluding someone based on assumptions, perceptions, and biases. Ableism is pervasive but independent facilitators can model better communication skills and lead in positive ways.

Using language that reduces the use of jargon and acronyms in communication to maintain clear and uncluttered communication is referred to as “plain language”. This means that the words used by independent facilitators should be clear and easy to understand.

Communicating with Families and Circles of Support

It is vital to remember that the person served by the regional center is the decision maker. Whether the individual communicates using words, gestures, facial reactions, Assistive and Augmentative Communication technology, or another way, the SDP participant is in control of their planning. Choose to support people’s authority in the planning process. Model communication expectations for families and circles of support. Lead by example.

Parents of children and adults served by the regional center have been impacted by malfunctioning systems for years. Patience may be needed with families that struggle with plans centered around their loved one can be a big adjustment for some. As life-long learners ourselves, it is important to help all parties embrace this person-centered approach. It is also important to use positive reinforcement in communication.

When people use excellent interpersonal communication in meetings, complimenting them on their effective communication. This natural coaching can help build capacity and confidence in the entire team.

Communicating with Regional Centers and Financial Management Services

Everyone likes to be treated respectfully. When interacting with the other parts of the SDP team, namely the regional center and the financial management service, it is good practice to remain respectful, kind, and pleasant. Expressing gratitude and maintaining a collaborative and positive tone goes a long way in building rapport.

As the late Supreme Court Justice, Ruth Bader Ginsberg, famously said, “You can disagree without being disagreeable.” She was known for being a so-called “liberal” judge, and she was close friends with fellow Supreme Court Justice Antonin Scalia, a so-called “conservative”. Even though the two justices were philosophical opposites, they had a reputation for collegiality and respectful discourse.

Practicing patience and respectful communication can help foster a positive reputation and will help SDP participants continue to grow and thrive with the supports and services they need from the regional center.

Using active listening techniques, clear and accurate language, and a patient, professional tone will go a long way to build positive working environments with our teams.

Communicating with Service Providers

Some parts of the Self Determination Program are complicated for providers. Those who are new to accepting payment from the SDP Financial Management Services. Provide support and help to providers. It is so important that providers are compensated in a timely manner. They are providing a service and must be compensated for their hard work.

Conflict Resolution

The easiest way to resolve a conflict is to avoid one. This is often easier said than done, but there are some really easy ways that independent facilitators can reduce conflicts.

According to Introduction to Communication: A free, open-source, introductory communication studies text published by Minnesota State Colleges and Universities:

Many of us do not like addressing conflict; we tend to fall back on whatever conflict management style we are most comfortable with using. The list below outlines a relatively simple and straightforward way to talk about conflict in a healthy manner:

1. Let the other person express their feelings and concerns on the issue without interruption, except when necessary to ask for clarification.
2. Paraphrase back to the person and try to understand their concerns. This is a perception-check, to make sure we understood the message correctly and it demonstrates we are listening to understand their position.
3. Express our feelings and concerns.
4. Identify the core point of difference.
5. Discuss the core difference, working to understand each other’s point of view.
6. Identify and implement a solution acceptable to both people.

While engaging in the process, it is very important to minimize emotion and avoid defensiveness. Once emotion and defensiveness take over the interaction, the chances of resolving the conflict are minimized.

We must also operate with integrity, which means we say what we need to say, and we act consistently with what we say. If we fail to express our thoughts completely, we may find the resolution is superficial or not really targeted on our concerns. Once we and our partner reach a resolution, it is important to follow through. Agreeing to something, then not following through, inflames the conflict, versus resolving it.

Sometimes a conflict is significant but difficult to solve or even to talk about. When the issue and the relationship are important, bringing in a mediator may help. A mediator must be a neutral and impartial party. Friends or family members are not qualified to mediate because of their inherent bias toward the situation or the parties. Gaining an outside perspective may help those in conflict to see the situation anew and work toward collaborating on a resolution.