[Problematic situations of intercultural misunderstanding in social services]

This article discusses research on the difficulties of practising social work in a multicultural and multiethnic context. The research is based on critical incidents that were experienced by 40 social workers in "the most ethnic" public social service centres of the Montréal region in 1990-1992. The most significant culture shocks that occurred between workers of a developed Western-type society and clients from developing, non-Western societies relate to a different notion of the role of social services, to different methods et educating children, to unequal relationship between men and women, to a different notion of family and to a different notion of physical and mental health. The authors emphasize that a better understanding of these shocks and an effort to identify and analyze these sensitive zones of intercultural encounter can have a definite impact on the practice and training of social workers.