Checklists for effective cross-cultural communication

Pre-interview checklist

• Do you know what culture your client is from?
• Do you know what language and/or dialect they speak?
• Can you greet your client in their language?
• Do you need an interpreter?
• Do you know the acculturation level of your client? (NB: Be aware that an individual within each cultural group or family may differ in their levels of acculturation to New Zealand society. For example, some members in a family or a cultural group may hold very traditional beliefs whereas others may have western beliefs and practices, many will have (a sometimes conflicting) mix of both. It is important that practitioners do not assume every Asian /refugee /migrant person holds traditional views. When making a diagnosis, treatment recommendations and assessing the need for cultural support for the client, consider to what degree the client is acculturated (ie holds western views versus traditional views).

During-interview checklist

• Assess spoken and written English/native language fluency.
• Engage interpreters where there is low English proficiency.
• Address the client appropriately.
• Explain your role to your client.
• Speak clearly and slowly.
• Avoid jargon.
• Simplify the form of the sentence or question.
• Pause and take time to explore any issues that need clarifying to ensure you are understood before continuing.
• Periodically summarize and encourage feedback to check understanding.
• Note differences in meanings of words (eg “Yes”).
• Be aware of the client’s level of understanding.
• Respect others’ beliefs and attitudes.
• Take note of non-verbal language.
• Find out whether eye contact is acceptable or not.
• Find out what kind of physical touch and examination is expected and acceptable.
• Assess health literacy.

Cross-cultural interviewing checklist

• Be non-judgemental, avoid stereotyping and ethnocentrism.
• Listen.
• Be observant (especially when there are conflicts between verbal and facial expression (non-verbal)).
• Be aware of one’s own tendency to ‘project’.
• Tolerate difference.
• Respect differences.
• Be flexible.
• Be empathic.
• Use available tools effectively ie:
  • Know how to access telephone and face to face interpreting services; when is it more appropriate to use a telephone interpreting service or a face to face interpreting service, and most importantly know how to work with interpreters effectively over the phone or face to face to achieve the best outcome (e.g. pre briefing interpreters, structuring an interpreting session, post briefing).
  • Know what culture-specific resources are available and how to access these and work with the relevant cultural staff to achieve the best outcome.
  • Know what language appropriate materials are available or need to be translated for clients to achieve better understanding for clients.