Cultural Considerations / Interpersonal Relationships

Relationships are important to many cultures. In general, Hispanics:

• Place greater value on interpersonal harmony than on asserting individual rights.
• Value the needs of the group over the needs of the individual; have a strong sense of community.
• Highly value trust.
• Value close interpersonal relationships.
• Thrive in a cooperative environment; are less comfortable with competition.
• May freely share objects and information.
• May express their feelings and emotions more openly than people from other cultures.
• Often show affection through touching.
• Value politeness.
• Highly value respect.
• Show more respect and deference to those in positions of authority than other Americans.

How You Can Respond:

In your written communications,

• Encourage your clients to share information on child support because it would help everyone.
• Build trust within the Hispanic community by emphasizing how you help the community.
• Market your services in established Hispanic media.
• Convey respect for your clients and their situation.

You also can partner with Hispanic-based organizations that already enjoy the community’s trust.

In one-on-one interactions,

• Begin to establish trust by demonstrating empathy.
• Help clients find ways to communicate with the spouse about child support needs without direct confrontations.
• Remember that the manner in which you help is as important as the help you provide.
• Be both formal and warm.
• Use formal terms of address (Usted) and titles (Don or Doña) as needed. This depends greatly on the client with whom you are working. Some clients may prefer the informal tu if they have come to know and trust you.
  
• Hold a handshake for a bit longer and stand a bit closer than with non-Hispanics.
• Do not make extended eye contact.
• Wear more-formal attire to work.
• Realize that because you are in a position of authority, you may have a stronger influence than you expect.
• Pay individual, personal attention to those you serve.
• Explain what clients should do next; do not simply hand them a brochure.
• Ask your clients questions to be sure that they understand you; they may not ask many questions because they are not familiar with the complex processes.
• Give them short-term, achievable goals and congratulate them on their progress.
• Provide clear, graphic information in understandable language. Avoid highly technical terms as much as possible