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Constructing an inclusive institutional culture: Methodological guide

Intercultural competences in social services

Psychological and socio-cultural obstacles can make some rights and freedoms inaccessible. Fear of institutions, unfamiliarity with procedures and poor language proficiency will reduce the possibility of access to rights for some groups of people. Social workers and service providers should be trained to take account of these specific difficulties.

With this Methodological guide for constructing an inclusive institutional culture, the Council of Europe wishes to contribute tangibly to the necessary evolution of institutions, particularly those that interact with the public in our increasingly diverse societies.

The guide was written by social and health workers, civil servants in the departments catering for migrants and minorities, researchers, mediators and others, and is a joint endeavour of the Council of Europe’s Directorate General of Social Cohesion and the European Commission’s Directorate General for Employment, Social Affairs and Inclusion.

The guide invites reflection on the models of intercultural skills training, on the issues of mediation, translation and monitoring, on understanding needs and demands, and on conflict-resolution processes.

The guide is an important part of the Council of Europe’s action aimed at facilitating cohesion in our societies, based on the rights but also the responsibilities of every individual and every institution of our societies.