Cultural Awareness

Part of expressing dignity to colleagues and customers involves understanding that we are different and unique beings. Behaviors that might be acceptable or expected in one culture may be quite different in another. This is perfectly understandable and okay. As professionals, we must learn to appreciate differences. Pausing to ascertain before overreacting is crucial. Unfortunately, these ideals are not always exemplified in the workplace.

          One day while I was hard at work trying to resolve whatever urgency or emergency was ever-present, I overheard the executive assistant to the president speaking on the phone with the vice president for student affair's executive assistants. She said, "Really?! Oh my goodness! I will lock the doors to the president's office immediately!" Naturally curious, I asked her what was happening. She said that a student was yelling and threatening one of the administrative assistants and that she feared for her life. She also said that the angry student was on his way to the president's office and so she was going to lock the door and call campus safety. I asked her to pause before calling campus safety or locking the door, and to send the student to me instead.

          A few minutes later, the student came into the office and was immediately directed to me. The student was visibly upset, and his 6'4" frame was imposing. When I asked him what was wrong, through expressive hand gestures and a distinctive African accent, he loudly explained that he needed to enroll in classes and was having troubles - with which no one seemed willing to assist. I asked him to have a seat while I looked into it for him. After a couple of calls to the registrar and the vice president for student affairs, I was able to get him set up for an appointment where he was ultimately able to resolve his issue. He was immensely grateful.

          By taking a moment to listen without a premature fear that this person was here to do me harm, I was able to learn that he simply needed help. While the way he expressed himself could be deemed abrasive in some cultures, in his culture it was expected that you would be loud and expressive to get someone's attention and to ultimately get your needs met. He didn't want to hurt anyone, he simply wanted to be heard and helped. Dignity requires of us a mandate to pause, to attempt to understand the needs of others, and to make an effort to meet those needs - as long as the effort does not compromise our own moral and ethical codes. In this instance, no moral or ethical dilemma was present. What was present was an irrational fear of someone who was different. But if we embrace differences, and if we push ourselves to be more culturally sensitive and aware, the experiences of those we work with or serve will be remarkably better. This is what workplace dignity requires of us.