Training By Kari Heistad

Training A Multicultural Approach

By KARI HEISTAD

The Global Training Room

The marketplace has exploded in the past decade. Organizations of all sizes are now operating and selling around the world, while workers are moving from country to country more frequently than ever before.

When properly constructed, the multicultural and multilingual classroom can reap benefits for companies and employees alike that are simply not possible in a single language, single culture classroom.

THE GLOBAL MARKETPLACE

Samuel Palmisano, Director of Employee Relations for Amica Mutual Insurance, says “We are finding increasingly that our employees come not only from different regions and cultures within the US but also from other countries. We see this diversifying of our employees as a strength that allows us to provide great service to our customers who come from a large variety of cultures and backgrounds.”

THE IMPACT OF CULTURE

National cultures provide a large framework that many share, but there are also other characteristics which unite large groups. Aida Zeff is director of the Apogee Gateway Program for Apogee Physicians, which helps international medical graduates transition as they move from their native culture to practice in the US. Aida explains, “It is our responsibility as educators to present information in a way that is respectful and relatable regardless of cultural status, language variances or personal goals. A young Indian physician who is completely unaware of the day-today duties of a doctor in the US, common sports jargon, or the five different terms for 'pork' in America, aspires to be successful both personally as well as professionally in the US. It is our job to create and implement a culturally competent training process that will support her endeavor at the start of her residency program and throughout her medical career.”

EFFECTIVE MULTICULTURAL TRAINING

Culturally competent programs derive benefits including: 1. Higher Rates of Knowledge Absorption & Retention. 2. Higher Return on Investment. 3. Reduced Liability. Robin Lucier, an HR professional, explains the impact when she worked in a manufacturing facility. “Training is costly and the need for understanding is paramount to the activity. If there is a roomful of people and only a portion of the learners understand the content and purpose then the cost multiplies when the learners are unproductive and unable to perform the tasks being trained on.”

TRAINING DESIGN

The two most important components are the content and how that content is delivered. One organization that takes this into account globally is the International Red Cross. “There is a Red Cross or Red Crescent ‘national society’ in nearly every country,” explains Reda Sadki, who manages the International Red Cross’s online learning platform.“The concept of ‘productive diversity’ helps ensure that our online learning emphasize the fundamental principles we share, while recognizing the dramatically different contexts we work in.”

PREPARATION IS KEY

Knowing the cultural background of participants is a critical factor in the success of a training program. This may also mean that a global rollout of a training program may need to be adapted to take into account local cultures and values while retaining key concepts.

CONTENT When looking at the content, training professionals must explore how culture may impact the content. For example, if the training is on a specific type of software, the impact might be minimal. However if

Three Tips for Multicultural eLearning

by ORA SOLOMON, ACCLARO Taking eLearning to a global market? Cultural differences can be trickier than language at times. Some problems can hide in plain sight, obvious to locals but invisible to outsiders. Here are three tips for adapting eLearning products: 1. Determine the implications: Some eLearning relies on multimedia formats where viewers simply press a button to see the next step. Others have trainees take a more active role in their own learning. Increased interactivity presents more challenges, such as quiz formats or feedback. An American-made test may give trainees a thumbs-up to indicate a correct answer. This innocuous signal could offend or lead to mockery in other cultures. Spot such gaffes before the expensive and time-consuming work of multimedia localization, which may involve overdubbing and transcription.

the content to be presented is on leadership styles or customer service, these are concepts that vary greatly in different cultures.

LEARNING STYLES Having a multicultural classroom means taking into account the preferred learning styles of the participants and if a mixture of styles is required, determining a balance that will address as many as possible.

CULTURALLY APPROPRIATE EXAMPLES

The most effective methods for delivering content in a culturally and linguistically sensitive manner need to be considered. Some key questions: • Will participants speak up in a large group or are small groups better? • Can methods like a fishbowl be used or will cultural norms interfere with this being an effective tool? • Will participants be willing to learn from each other or do they want to learn solely from the instructor? • How will a group of participants, with their specific cultural values, approach learning? • Will issues such as gender, hierarchy and religion impact participants’ willingness to interact with each other? • Can icebreakers help to bridge cultural and language differences among the participants?

LANGUAGE

The impact of language on a training program is first assessed with the question, “Can the trainer and the participant speak the same language?” and if so, "at what level of proficiency?" Once the ability to communicate has been assessed, other ideas to consider are: any additional time needed for translation, the vocabulary being used to describe activities and the complexities of the training methods chosen. Trainers must know that even if it appears that a participant has a good grasp of the language, their understanding of more technical content or terms may be vastly different than the language used in general conversation.

PARTICIPANTS

Who is in the training room can make a huge impact upon the success of the training program. For cultures that place a strong value upon hierarchy, having participants in the same training room as their superiors typically means that they will limit their participation in the group discussions and activities.

CAPITALIZING ON GLOBALISM Training programs and professionals play critical roles in their organizations’ success. Taking into account the impact that cultures and languages may have on training may seem challenging, but there are many benefits by having a diverse group of participants that are all on the same page and in the same learning environment. The International Red Cross seeks to do just that. “We are hoping to leverage the amazing ‘economy of effort’ we get through online learning, using a common learning platform to deliver multiple learning pathways adapted to each learner’s situation and aspirations,” says Sadki. Martin Mitchell, Senior Manager for Talent and Diversity at Ocean Spray Cranberries, also supports the value of different cultural backgrounds. “The ability to cross pollinate ideas among employees from different cultures helps us to drive innovation and product development that increases our success worldwide.” In today’s global environment, creating programs that respect the cultures and languages of those participating makes it possible to leverage the impact of culture so that participants gain an effective training program which in turn helps improve the bottom line.•

2. Screen cultural norms: What seems to be common sense in one country can be just the opposite in another. A lack of attention to cultural nuances may completely undermine the effectiveness of your product. Take, for instance, an online training course that teaches drivers that the center lane on a multi-lane highway is the safest. This advice is completely incorrect in Dubai, where the center lane is used only for passing. Save yourself time and money by screening cultural assumptions. 3. Seek out experts: Tap into expert knowledge before translation. Consider the folly of a course in conducting interviews that contradicts local labor laws. Similarly, a course teaching annual reviews should take into account local attitudes toward criticism. In each case, an HR expert with in-country experience could recommend crucial adjustments. Never assume all the content of your eLearning course is universally acceptable or valid. The words may be right, but the meaning may be another matter. t ws m — #9.12