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This study set out to examine the use of acculturation and conflict management techniques among workers who interact with ethnic minorities on a regular basis. The low income housing facility, New Columbia, was used for examination and assessment, and the Resident Services Coordinator, Lucia, was the employee directly applied to the study. When working with minorities and immigrants, workers at New Columbia deal with the integration of residents into the dominant culture and manage the conflict that arises from living in such a facility. Four crucial acculturation expectations past research has proposed were examined: help with the acculturation process, minority communication with the dominant culture, maintaining ethnic traditions while acculturating, and the dominant culture’s lack of force of acculturation on minorities. Along with the acculturation‐related techniques, past research’s conflict management expectations were looked at as well: identifying conflict styles, understanding cultural differences in conflict styles, applying and understanding appropriate face concerns, and productive ways to mindfully manage conflict. The acculturation and conflict management expectations were then applied to the work of New Columbia and Lucia to assess the strengths of the program currently running. Observations and past stories were used to conduct the assessment of effectiveness of acculturation and conflict management techniques used. The study found that Lucia utilized many of the techniques presented in past research on acculturation and conflict management, and as a service for the residents, Lucia is successful in her use of applied practices. Some possible changes and additions to the program are presented which could put more strength on the positive aspects currently implemented.

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CST 431: Service Learning Capstone Project

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Student Project

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Communication Commons