Finding common ground, even when it’s not easy: A course helping officials communicate with foreigners with an open mind

The Strengthening Intercultural Competencies project aims to help public administration and security personnel improve their communication skills. During a two-day workshop, attendees have the opportunity to learn how to better perceive the needs of third-country nationals. During one of this year's training sessions, an open dialogue was established on how best to help newcomers to the Czech Republic while keeping in mind the needs of the professionals who must respond to high-pressure situations every day.

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In Hostivice, just outside Prague, the early March morning carries the scent of approaching spring. The sprawling hotel complex hosting today's program is gradually waking up before nine o'clock. I meet the course instructors, Mirka and Katka, who offer me coffee and show me the room with refreshments and chairs arranged in a circle, where all fifteen participants will soon gather. Mirka places cards with colorful images on the floor in the center of the circle. Attendees choose one that catches their eye or resonates with them. During the first activity of the day, everyone has the space to share how they are feeling this morning. The colorful cards with positive imagery can help participants articulate their thoughts. I can sense a positive sense of anticipation in everyone's words. Amidst knowing laughter, they talk about the previous evening and playing bowling together.

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"The mattresses here are great!" one participant points out, and the others nod in agreement. The group now feels like a summer camp, where at the end we look back on everything we've experienced. The training lasts two days, and today is the second day. After lunch, everyone will head home to various parts of the country. Some face a long journey to Brno, Ostrava, or Pardubice. This time, the two days were spent together by employees from the Department for Asylum and Migration Policy.

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"You see, such a range of feelings. Just from one morning and a brief reflection," Mirka concludes the morning activity and slowly steers the topic toward the ways in which different cultures express emotions. Both instructors complement each other's explanations with staged dialogues, during which they skillfully offer concrete communication strategies.

"My mom upset me again today. I just walk through the door and everything I do is wrong," one of them opens the scenario, and the other responds using so-called mirroring, showing understanding of her emotional distress: "I'm sorry to hear that; I understand why that would upset you."

The circle listens attentively to the explanation, which will soon be interrupted by an interactive activity where the participants learn to handle emotionally charged situations among themselves. The fifteen individuals divide into small groups. Most are women, but there are men among them as well. At first glance, they seem very diverse in age and personality, but a sensitive harmony can be felt in the group's atmosphere. Everyone is open to the joint activities without shyness or major concerns. After all, both instructors approach each one of them with the same openness, listening to questions and explaining everything with careful preparation.

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During the break, the strudel disappears from the tables, mugs are filled with coffee and tea, some of the group head out for a cigarette, and the rest sit around, laughing again as they talk about last night.

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The activity ahead of us will be a bit more introspective, and will prompt us to reflect on the tendencies we exhibit when resolving conflicts. It wouldn't have occurred to me that it would be so easy for me to engage with a program designed for the needs of front-desk clerks. But as I soon realize, the key here is an openness to fair dialogue and a receptive approach to the emotions of others. Insights into conflict resolution are undoubtedly something that can be relevant to any of us. During the activities, the participants are divided into pairs. Using a clever method, the instructors create a conflict between these two people. Both are tasked with drawing a simple picture in ten seconds. However, they are only given one pencil and one sheet of paper. After a while, we share our feelings of tension, the urge to give in to the other person, or the attempt to fight for the pencil and paper in a circle. Katka and Mirka explain that there are different approaches to conflict situations, and they characterize these tendencies using animals in a lighthearted way – you can be a shark, a teddy bear, or anything in between.

"None of these options are wrong, though," Katka assures us, noting that sometimes you just need to be a shark, and other times you have to reach an agreement with the other person.

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During the afternoon block, we still have a session on assertiveness and how to apply its principles when communicating with others, but the meeting is slowly drawing to a close. The last of the strudel is being finished off. We still have a group feedback session ahead of us.

"A lot of these topics are good for reflection; I think I still need to process it all. I realized that in many things, I might be doing something wrong," one of the participants opens up.

"I would just add to that that there is no right or wrong in communication; it's incredibly subjective. Maybe sometimes it works to just shout something out, legitimately. Sometimes there's no other way," Katka adds to the discussion, and the sharing of impressions continues.

"All the colleagues were more or less nice," one of the men begins. Laughter erupts in response to that single sentence: "What do you mean, more or less nice?" After a moment of laughter, we return to the feedback.

"I'm grateful for the atmosphere that's been here these past two days. It was also great to meet new colleagues – even from other cities – and share experiences with them."

Just before the group photo and heading off to lunch, a few final sentences are spoken:

"I realized that I don't always have to be in the position of the shark that dives headfirst into everything. But that sometimes it's good to look for a common path with the other person, even if it isn't always easy."  

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The instructors wrap up the meeting and Thank you all for your openness and honesty, with which you participated in the course. By lunch, we are slowly saying our goodbyes. The characters drift toward the bus and disappear into the afternoon sun.

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Author: Sára Procházková

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The "Strengthening Intercultural Competencies 2024-2026" project is co-funded by the European Union.