Scenario 29 — Intercultural communication and resolving misunderstandings: styles, etiquette, microaggressions, feedback (180’)

BNB4UR package • Group: 18–30 years • 180 minutes • 15–20 people • Language: English • Format: in-person

Format: in-person

Time: 180’

Group: 15–20

Age: 18–30

Note: this is a communication-skills workshop, not legal advice. Stories/cases are fictional and for learning. We set the rules so they are inclusive for PL/UA participants.

1. Overall objective and session logic

Objective: participants understand basic intercultural communication styles, can simplify messages, clarify misunderstandings and respond to microaggressions (the 5D model), use feedback (SBI/DESC/LARA) and a relationship-repair protocol, and finally create a 30‑day plan (2 conversations to practise + 3 communication habits).

Logic: styles and rules → plain language and helpful phrases → microaggressions and safety → feedback and repair → conflict map and strategy choice → 30‑day plan.

Final outputs: 1) KM1 — Communication styles map (low/high context, directness, distance, time), 2) KM2 — Inclusive meeting rules (A3 checklist), 3) KM3 — Phrase bank EN↔UA (simplifying and clarifying), 4) KM4 — KROK: Context–Matter–Expectation–Next step (message card), 5) KM5 — Microaggressions and the 5D bystander model (cheat sheet + situation cards), 6) KM6 — Feedback and request for change (SBI/DESC/LARA, cheat sheet), 7) KM7 — Role plays: role cards (office clerk, flatmate, employer, fellow student), 8) KM8 — Conflict map and reaction styles (worksheet), 9) KM9 — Relationship repair protocol (apology/agreement template), 10) KM10 — 30‑day plan (3 habits + 2 conversations), 11) KM‑R — Skills assessment rubric.

2. Learning outcomes (knowledge • skills • attitudes)

Knowledge: understands the concepts of high/low context, directness vs indirectness, power distance, monochronic/polychronic time; knows the SBI/DESC/LARA and 5D models.
Skills:

adapts style and simplifies messages (KM2–KM4),

recognises microaggressions and responds safely (KM5),

gives feedback and requests change (KM6),

chooses a conflict strategy and conducts a short 1:1 mediation (KM8–KM9),

plans a 30‑day practice plan (KM10).
Attitudes: cultural curiosity, respect, readiness to ‘repair’ after a mistake, courage to ask questions.

3. Organisational parameters

Room: U-shape + 4 tables; 2 flipcharts; projector; timer; sticky notes.

Print materials (A4/A3, 1 per person): KM1–KM10, KM‑R; role cards KM7‑A…KM7‑H.

Evaluation: Mentimeter PRE/POST (3 questions – section 4) + KM‑R rubric.

4. Mentimeter — questions (PRE and POST)

“I can explain my request/matter in simple words.”

“I know how to respond to a microaggression/unfair comment.”

“I can give feedback and repair a relationship after a misunderstanding.”

5. Detailed flow (180’)

Time blocks and instructions from the document.

Time & block	Content / instructions
0–12’ Opening and safety agreement (12’)	Goal: a safe space and boundaries. Instructions: present goals/outputs; rules: voluntariness, confidentiality, right to pause; we do not repeat slurs from cases; we work with fiction. Hand out KM1–KM10.
12–20’ Icebreaker “A word that helps” (8’)	Goal: practise simple phrases. Instructions: everyone chooses 1 phrase from KM3 that helps them (e.g., “Please speak more slowly”). In pairs, say it aloud; the partner responds: “Thanks, I’ll speak more slowly now”.
20–28’ Mentimeter PRE (8’)	—
28–58’ MODULE 1 — Communication styles and inclusive meeting rules (30’)	Goal: recognise different preferences and agree rules. Materials: KM1, KM2. Instructions (10’): briefly discuss the axes low↔high context, directness↔indirectness, monochronic↔polychronic time, power distance (preferences, not ‘better/worse’). Exercise 1 (10’): on KM1 mark your preferences (dots) + situations when you switch to another style. Exercise 2 (10’): at tables fill in KM2 — Meeting rules: speaking order, time limit (2 min/person), a “pause” for clarification, plain language EN↔UA, no interrupting, clarification questions always welcome. Criterion: completed KM2 (min. 6 rules) displayed on flipchart.
58–93’ MODULE 2 — Plain language and the KROK model (35’)	Goal: speak briefly, clearly, politely. Materials: KM3, KM4. Instructions: KM3 — Phrase bank EN↔UA: requests about pace, repeating, paraphrasing, summarising; phrases like “I don’t understand, please say it differently.” KM4 — KROK: Context (where/what matter) → Matter (specific problem/fact) → Expectation (what I ask for) → Next step (by when/who). Exercise (20’): in pairs write 2 KROK messages: A) to an office (request for an appointment/explanation), B) to a flatmate (cleaning the kitchen). Read them aloud and revise them to be shorter and more polite. Criterion: 2 correct KROK messages per person.
93–103’ BREAK (10’)	—
103–133’ MODULE 3 — Microaggressions and the 5D bystander response (30’)	Goal: protect yourself and others while staying safe. Materials: KM5 (cheat sheet + situation cards). Instructions (8’): working definition of microaggressions (comments/behaviours that diminish or stereotype); we do not diagnose intent, we focus on impact and a safe response. 5D: Direct (stop it directly), Delegate (ask someone for support), Document (record facts), Distract (change topic/environment), Delay (respond after/support later). Role-play (20’): 3 cases (KM7): A) a comment about an accent at work, B) a “joke” about “Ukrainian women/Ukrainians” at home, C) exclusion from a conversation at university. Groups choose 2 options from 5D and act out a 1‑minute scene; an observer uses the KM5 checklist. Criterion: each group shows 2 responses; conclusions written on flipchart.
133–163’ MODULE 4 — Feedback and relationship repair (30’)	Goal: name the impact and request change without attacking. Materials: KM6, KM9. Instructions: SBI: Situation → Behaviour → Impact; end with a request. DESC: Describe → Express → Specify → Consequences (desired). LARA: Listen → Affirm → Respond → Add. KM9 — Repair protocol: what happened → my impact → what I apologise for → what I will change → by when → how will we check? Exercise (18’): individually write 2 messages (SBI or DESC) for a situation from M3; in pairs simulate the conversation using LARA and fill in KM9 (apology/agreement). Criterion: 2 messages + 1 completed KM9.
163–175’ MODULE 5 — Conflict map and strategy choice (12’)	Goal: choose an approach appropriate to the situation. Materials: KM8. Instructions: on the axis relationship importance × issue importance, mark your case and choose a style: collaboration/compromise/avoidance/accommodation/competition. Write the first small step and a safety check (what you will do if the conversation goes badly). Criterion: completed KM8 with a decision and a 48‑hour step.
175–180’ Mentimeter POST + 30‑day plan (5’)	Goal: closing and implementation. Instructions: the same 3 questions; in KM10 write: 2 conversations you will practise (who? when? where?), 3 habits (e.g., “I use KROK”, “I always ask clarifying questions”, “1 compliment a day in the team”).

9. Printouts (ready-to-use content)

A4 items ready to print (1 per person). Click “Print” to print a selected item.

KM1

BNB4UR package • Group: 18–30 years • 180 minutes • 15–20 people • Language: English • Format: in-person

KM1 — Communication styles map (A3)

Axis 1: Low context ↔ high context
Axis 2: Directness ↔ indirectness
Axis 3: Monochronic ↔ polychronic time
Axis 4: Low power distance ↔ high power distance
My preferences and exceptions: …

Co-Funded by the European Union

Co-Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the Foundation for the Development of the Education System (FRSE). Neither the European Union nor FRSE can be held responsible for them.

KM2

BNB4UR package • Group: 18–30 years • 180 minutes • 15–20 people • Language: English • Format: in-person

KM2 — Inclusive meeting rules (checklist)

Co-Funded by the European Union

KM3

BNB4UR package • Group: 18–30 years • 180 minutes • 15–20 people • Language: English • Format: in-person

KM3 — Phrase bank EN↔UA

EN: “Please speak more slowly / repeat in a different way / write it down.”, “Do I understand correctly that…?”, “I need 2 minutes to check a word.”
UA (transliteration optional): “Bud’ laska, hovorytʹ povil’nishe…”, “Chi pravylʹno rozumiyu, shcho…?”, “Meni potribni 2 khvylyny, shchob pereviryty slovo.”

Co-Funded by the European Union

KM4

BNB4UR package • Group: 18–30 years • 180 minutes • 15–20 people • Language: English • Format: in-person

KM4 — KROK (message card)

Context: …
Matter (fact): …
Expectation (request): …
Next step (who/when): …

Co-Funded by the European Union

KM5

BNB4UR package • Group: 18–30 years • 180 minutes • 15–20 people • Language: English • Format: in-person

KM5 — Microaggressions and 5D (cheat sheet + cards)

5D: Direct/Delegate/Document/Distract/Delay
Situation cards A–F: work, home, university, public office, transport, social media.
Bystander checklist: safety → fact → support → report (if needed).

Co-Funded by the European Union

KM6

BNB4UR package • Group: 18–30 years • 180 minutes • 15–20 people • Language: English • Format: in-person

KM6 — Feedback and request for change (SBI/DESC/LARA)

SBI: Situation → Behaviour → Impact → Request.
DESC: Describe → Express → Specify → Consequences.
LARA: Listen → Affirm → Respond → Add.

Co-Funded by the European Union

KM7

BNB4UR package • Group: 18–30 years • 180 minutes • 15–20 people • Language: English • Format: in-person

KM7 — Role plays: role cards

A) Public office: “Come tomorrow” with no explanation.
B) Home: noise after 22:00 and a comment about “your customs”.
C) Work: “Speak Polish, because this is Poland” in front of a client.
D) University: ignoring someone’s input in a project group.

Co-Funded by the European Union

KM8

BNB4UR package • Group: 18–30 years • 180 minutes • 15–20 people • Language: English • Format: in-person

KM8 — Conflict map and reaction styles

Axis: relationship importance × issue importance → choose: collaboration/compromise/avoidance/accommodation/competition → my first 48‑hour step.

Co-Funded by the European Union

KM9

BNB4UR package • Group: 18–30 years • 180 minutes • 15–20 people • Language: English • Format: in-person

KM9 — Relationship repair protocol

Co-Funded by the European Union

KM10

BNB4UR package • Group: 18–30 years • 180 minutes • 15–20 people • Language: English • Format: in-person

KM10 — 30‑day plan (3 habits + 2 conversations)

Habits: …
Conversation 1: who/when/where
Conversation 2: who/when/where
KPI: number of feedback attempts, number of successful “repairs”.

Co-Funded by the European Union

KM‑R

BNB4UR package • Group: 18–30 years • 180 minutes • 15–20 people • Language: English • Format: in-person

KM‑R — Assessment rubric (0–2 points/criterion, max 10)

Rules (KM2)
KROK (KM4)
5D (KM5)
Feedback/repair (KM6–KM9)
Strategy and plan (KM8–KM10)
Interpretation: 0–3 starting; 4–7 solid; 8–10 ready to act.

Co-Funded by the European Union

Additional materials (created based on the scenario)

Role cards, situation cards and pocket phrases mentioned in the scenario — fictional data for practice.

KM7-A

Additional materials • fictional data

Role card — Office clerk (scene “tomorrow” without explanation)

Your role: a public-office employee. You have many visitors and little time.
Goal: finish the conversation quickly, but according to service standards and without escalation.
Constraints: do not use jargon; if you don’t know something — say it directly.
Start: say to the client: “Please come tomorrow.”
If they ask why: give 1 clear reason (e.g., system issue/missing documents) and 1 concrete next step (when, where, what to bring).
Bonus: accept a request to slow down / write the information down.

Co-Funded by the European Union

KM7-B

Additional materials • fictional data

Role card — Client at the office (requesting a date/explanation)

Your role: you are handling an administrative matter. Polish is difficult for you.
Goal: get clear information: what should I do, by when, and where.
Use KROK: Context → Matter (fact) → Expectation → Next step.
Use 1 phrase from KM3: “Please speak more slowly / Do I understand correctly that…?”
End with a summary: “So: … (2 sentences)”.

Co-Funded by the European Union

KM7-C

Additional materials • fictional data

Role card — Flatmate (noise after 22:00 + comment about “customs”)

Your role: you live together; you are tired and irritated.
Goal: defend your behaviour, but keep the flat calm.
Start: “Where I’m from this is normal. Does it bother you?!”
During: you may use 1 line that sounds like a microaggression (no swearing), e.g., “You people are always so loud…”.
Response: if the other person uses SBI/DESC — listen and reply using LARA.

Co-Funded by the European Union

KM7-D

Additional materials • fictional data

Role card — Flatmate requesting change (quiet hours and kitchen cleaning)

Your role: you want to agree rules for quiet hours and cleaning the kitchen.
Goal: ask for change without attacking; agree a concrete solution and a time.
Use DESC or SBI. Add a solution proposal: schedule / division of tasks.
End with a “next step”: who does what by when (48 h).

Co-Funded by the European Union

KM7-E

Additional materials • fictional data

Role card — Employer/manager (comment “speak Polish” in front of a client)

Your role: team manager. Speed and a professional image matter.
Goal: “keep the standard”, but do not violate the employee’s dignity.
Start: in front of a client: “Speak Polish, because this is Poland.”
Afterwards: if someone reports a problem, use LARA and propose a repair (KM9).

Co-Funded by the European Union

KM7-F

Additional materials • fictional data

Role card — Employee (responding to a comment about language/accent)

Your role: you work with clients and are learning Polish. The comment hurt you.
Goal: name the impact and request change in a safe way.
Use SBI or DESC. Propose a team rule: we communicate clearly and without shaming.
If it escalates: choose Delegate/Delay from 5D.

Co-Funded by the European Union

KM7-G

Additional materials • fictional data

Role card — Fellow student (ignoring in a project group)

Your role: member of a project team. You decide quickly and interrupt.
Goal: finish the task; you don’t see a problem in your style.
Start: you interrupt and do not respond to the other person’s suggestion.
If someone gives feedback, respond with LARA (acknowledge perspective + add a way forward).

Co-Funded by the European Union

KM7-H

Additional materials • fictional data

Role card — Person excluded from the conversation (requesting inclusion)

Your role: you have an idea but you don’t get the floor in the group.
Goal: ask for space and agree rules (KM2: 2 min/person, no interrupting).
Use KROK or DESC: name the fact (interrupting), the impact and the request.
End with a proposal: “Let’s do a round: everyone says 1 sentence.”

Co-Funded by the European Union

KM5-A

Additional materials • fictional data

5D situation card — Work: comment about an accent

Situation: a coworker says: “With that accent nobody will understand you.”
Goal: respond safely (for yourself and others).
Task: choose 2 options from 5D and write 2 short response sentences.
Tip: focus on impact, not intent.

Co-Funded by the European Union

KM5-B

Additional materials • fictional data

5D situation card — Home: a “joke” about Ukrainians

Situation: a flatmate makes a “joke” stereotyping Ukrainian women/Ukrainians.
Task: choose 2 responses from 5D (e.g., Distract + Delay) and plan support for the affected person.

Co-Funded by the European Union

KM5-C

Additional materials • fictional data

5D situation card — University: exclusion from the conversation

Situation: the project group ignores one person’s input and interrupts.
Task: choose 2 responses from 5D and 1 rule to add to KM2.

Co-Funded by the European Union

KM5-D

Additional materials • fictional data

5D situation card — Office: impatience (tone/gestures)

Situation: the clerk shows impatience (gestures/tone) when someone asks to repeat.
Task: choose 2 responses from 5D and 1 KROK sentence that helps close the matter.

Co-Funded by the European Union

KM5-E

Additional materials • fictional data

5D situation card — Transport: passenger comment

Situation: on the bus someone says: “Go back where you came from.”
Task: choose 2 responses from 5D and indicate when it’s better to Delegate (e.g., driver/security).

Co-Funded by the European Union

KM5-F

Additional materials • fictional data

5D situation card — Social media: comment under a post

Situation: hate speech/insulting comment appears under a post about integration.
Task: choose 2 responses from 5D and plan Document (screenshot + report).

Co-Funded by the European Union

KM3-MINI

Additional materials • fictional data

Mini phrase card (pocket) — asking for clarification

“Please speak more slowly.”
“Could you repeat that in a different way?”
“Please write that sentence/name down.”
“Do I understand correctly that…?”
“I need 2 minutes to check a word.”
“Thank you, I understand now.”

Co-Funded by the European Union

For trainer

6. Good facilitation practices

Plain language (A2–B2) and pictograms; avoid jargon; encourage paraphrasing: “Do I understand correctly that…?”.

Safety: we do not role-play physical violence; we use the stop word “pause”; in case of escalation — we stop and refer to support.

Speaking balance: time-keeper (2 min/person), “everyone says 1 sentence” rounds.

Bridges: scenario 03 (assertiveness), 12 (language), 16 (anti-discrimination/5D), 24 (mediation), 23 (work rights — communication in HR).

7. Adaptations, plan B, variants

Language barrier: KM3 with EN↔UA phrases; reading from the card is allowed; mixed-language pairs.

Small group (≤10): more 1:1 role plays and individual KM9 consultations.

Less time (120’): M1 20’, M2 25’, M3 25’, M4 25’, M5 15’; KM10 as homework.

More time (+30’): add the module “intercultural meeting” (plan a mini integration event using cards KUL4/KUL8 from scenario 28).

8. Evaluation and indicators for reporting

Mentimeter PRE/POST — 3 questions (section 4).

Outputs: KM2 (rules), KM4 (KROK messages), KM5 (5D insights), KM6 (feedback), KM8 (conflict map), KM9 (protocol), KM10 (plan).

KM‑R rubric (0–2 points/criterion, max 10):

Meeting rules (KM2),

KROK messages (KM4),

5D response (KM5),

Feedback and repair (KM6–KM9),

Conflict strategy and 30‑day plan (KM8–KM10).
Interpretation: 0–3 starting; 4–7 solid; 8–10 ready to apply.

10. Branding and compliance

On the cards: “Bridges of Hope” logo, EU flag + “Co-funded by the European Union”, Erasmus+ logo; partners (KIS, Asociația Se Poate).

Space for the project number and an information clause.

11. Trainer checklist (before/after)

Before: printouts KM1–KM10, KM‑R; role cards; Mentimeter; timer.
After: photos of outputs (no personal data), save Mentimeter results, list of 30‑day plans for follow-up.