Intercultural analysis

In case of dealing with similar problems with an intercultural element, one of the most important aspects is the analysis of factors causing or affecting the given problem. For the sake of simplicity, let’s call it an intercultural analysis. When dealing with complex disputes, it is advisable to follow certain methodical steps.

In addition to performing the tasks of a community interpreter and an intercultural assistant, a mediator and a facilitator, an intercultural worker may sometimes deal with complex problems and disputes that require the use of all of the above mentioned techniques as well as other techniques, methods and professions. Such activity can be called a community intercultural work.

In case of dealing with similar problems with an intercultural element (as well as in other cases of intercultural assistance, etc.), one of the most important aspects is the analysis of factors causing the problem or affecting the situation at hand. For the sake of simplicity, let’s call it an intercultural analysis.

In addition to the necessary knowledge of both cultural environments and the ability to properly apply this knowledge to a unique reality of each given case, it is advisable for those dealing with complex disputes to follow certain methodical steps. Although we do not have much experience from the Czech Republic so far, we do have some experience.

Selected intervention steps taken by a community intercultural worker

1/ verification of the information received (also by means of interpreting and translation)

In practice, people presenting their interest or need might not be able to express themselves sufficiently in the language in which the worker receives the information about the problem. Sometimes this lack of language proficiency, although it is not intended in a negative way, might escalate the conflict or cause a new one.

A practical example: At the last stage of a mediation procedure, one of the parties attempted to summarise the content of an agreement that both parties had already agreed to. However, they used the word "endure" instead of "maintain". The other party was so alarmed that they almost did not sign the already negotiated settlement agreement.

Therefore, it is very important to verify the language proficiency of each party. The lack of language proficiency may seem humorous, but it can also cause fatal errors. In their native language, clients might tell the intercultural worker exactly what they told the other person. However at the time they were using a different language to express the same thing, it could have been understood completely differently.

2/ field analysis

When dealing with complex issues, it is advisable to compare verbal statements of the parties involved with the real situation – to personally have a look at the place to which the problem relates.

Again, a practical example: One party to the dispute reported that members of a certain ethnicity were destroying mailboxes in the house. On the spot, the intercultural worker found out that the destroyed mailboxes belonged to the members of the said ethnic group. It has seemed unlikely to the worker that the mailbox owners would be destroying their own mailboxes. In practice, it was of course not possible to find out who and how destroyed the mailboxes, however, in the context of further information, the intercultural assistant proved that the mailbox were destroyed by someone else, not the members of the ethnic group who were accused of the act.

3/ language analysis

The intercultural worker should also directly conduct a language analysis to find out which languages are the parties using to communicate with each other, what sorts of misunderstanding might arise etc. He or she should be prepared for the meeting and if need be also to invite good interpreters of the given languages as it is almost impossible to act for example as a facilitator and an interpreter at the same time. Neither the parties involved nor the intercultural worker would eventually know what role is he or she assuming in which moment.

4/ verifying whether there has even been communication related to the problem or situation concerned

In practice, it might happen that one party perceives a problem and tries to resolve it by writing complaints to the police, while the other party does not even know about the problem or at least does not know about the actions of the first party. Therefore, it is useful not to rely on the fact that the parties concerned have communicated about the problem already. This fact must first be verified.

5/ analysis of past contacts and meetings – whether an interpreter was present

For above mentioned reasons of possible misunderstandings caused by using different languages, it is necessary to determine not only what languages did the parties use to communicate with each other, whether they could understand each other or whether they used services of an interpreter, but also whether the interpreter provided good quality services. In case the interpreter did not provide good quality services, it is of course necessary to communicate all the information from the beginning in the correct form.

6/ identification of necessary types of intervention

7/ provision of basic intercultural information

Based on an intercultural analysis, the worker may act as an intercultural assistant by helping the parties concerned to communicate in an equal manner.

8/ analysis of an actual existence of intercultural barriers in the present case

Based on their knowledge of intercultural encounters, the workers are able to analyse which aspects of the problem may be caused by intercultural differences and which are not. Then they can name those aspects.

9/ facilitating a joint meeting with an interpreter and if necessary with the participation of a mediator or another expert

10/ ensuring clarification of the views of both parties with an interpreter and advice from the intercultural field

11/ ensuring that there are key persons who are able to resolve the conflict themselves from now on (people who can assist with interpreting, resolving issues, providing contacts, etc.)

12/ sustainable intervention

As with social work, it is very important to bear in mind that in the event that the intercultural worker cannot be present, there should be someone who is able to resolve other problems and conflicts between the groups or at least to provide a good translation.

13/ evaluation by both parties as well as with an interpreter

14 / evaluation for the purposes of updating the methodology

We can see that in principle the main point is the application of knowledge of the intercultural environment and knowledge of the language.

Within the framework of specific organizations and activities, intercultural workers can split and categorize their cases and interventions in a way that is convenient for them.

Example

One of the projects focused on problems in a Czech-Vietnamese neighbourhood (implemented in 2011) has identified the need to address the following disputes/situations (cases of intercultural work):

resolution of complaints about “the Vietnamese” / facilitation and streamlining of communication / analysis of specific causes of events giving rise to said complaints
assistance to official bodies in and outside the workplace
assistance in schools (mostly communication between the management of a school and parents in extreme cases)
legal disputes involving migrants (Vietnamese)

The interventions used to resolve the problem in such case were categorised as follows (types of intervention):

interview (initial, motivational, analytical, friendly)
research interview (for the purposes of obtaining quality research information)
informing about each other’s cultures
offering services related to “TSP” exams (facilitation of provision of other services and services of other professionals)
counselling (mostly offered to migrants, but available also to Czech participants)
negotiations between parties
mediation between two parties (mostly mixed marriages)
facilitation (in particular house meetings)
application (of data from research interviews)
systemic activities
innovative activities (creating new forms of negotiation and new solutions for various situations)
standardisation of procedures
institutionalisation of procedures
planning
management

As the list above shows, an analysis of complex problems can be very complex. To properly conduct such an analysis, one must have high quality personality and professional traits.

Intercultural work