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Nov 24, 2024

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What are your first thoughts on how you should proceed? What would impact this decision? If I was handling this issue with staff, I would not get getting upset with the new employee, I would sit down with the employee and brainstorm different ideas that could potentially assist the employee. For example maybe there are some trainings that assist people with learning how to communicate that do not use the "American Language" and there are also several cultural diversity trainings. The employee may be willing to also observe and potentially get assistant from another employee maybe that has struggled with the same issue in the past. I would also do some retraining on self care and frustration. The employee has to meet the client where they are at and also understand that the clients looking for assistance are probably just as frustrated as the employee due to the communication and cultural backgrounds. Is there anyone you would discuss this with? I would definitely make my supervisor aware of the employee struggling and also make my supervisor aware of my plan to assist the employee with a learning plan that we developed. Have you ever had a similar situation? If so, how did it conclude? Was the outcome positive or do you think it

could have been handled differently? I actually have had a situation where I struggled with a communication barrier at first. I come from a very rural area in the Southern Tier. I had a client that was not very fluent with English. He was from one of the larger cities in NYS and spoke Spanish very well and he also had very strong accent which also made it hard to understand what he was saying when he was speaking English. I struggled with understanding what he was saying quite often. In our first meeting, I was honest and open with this client and expressed to him to be patient with me because I was struggling with understanding what he would try to say. Turned out this client could write English way better that he could speak English. So in the beginning, when I would not understand what the client was trying to express, I had him write it down. This worked well for us until I learned him and was able to understand his English language. Do you think the way you handled this could be dependent on your own race, culture, background or identity? I think the communication barrier was just the lack of cultural diversity from where I live. What did you learn from your course readings (in this module and previous ones) that you could apply to this

particular situation? The module that really sticks out to me with this situation would be module 3 (cultural humility). There was that video we watched with the worker that was getting frustrated because she thought that her client was not trying and really did not want to help. The worker struggled with the cultural humility however her manager sat down with her and figured out a way for the workers approach to be successful.

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