Working on a global team?
Companies like Maxus and Intel have bridged their cross-cultural teams by practicing these tips.
- Choose the right team leaders and members. Those who value cohesion, flexibility and good communication are best.
- Aim for a common vision. Identify simple processes and clear expectations that can be agreed-upon by all members.
- Encourage understanding and evolution. Team members learn to respect both their unique and shared values, and how each member contributes to the overall strategy.
Personnel Journal.
Gaining ground
Avoiding cross-cultural confusion
Thanks to the internet, ease of travel and an increasingly global marketplace, intercultural communication is common in today’s business world. It’s important for employers and employees to be aware of how their speaking and listening skills translate across audiences. Misunderstanding cultural norms can result in an embarrassing situation, or even worse, a costly business mistake. The good news is that avoiding cross-cultural confusion is not as difficult as you might think.
A general understanding of what “culture” means is a good place to start. Simply stated, culture refers to a community which shares common experiences that shape the way the group understands the world. This can include groups we are born into, such as gender, race, or national origin; groups we voluntarily join, such as a workplace or professional club, and groups with a common bond such as sports fans or teenagers. Each of us belongs to multiple cultures and, in this sense, all communication is intercultural communication!
Linda Edwards, former Manager of Inclusiveness and EEO at Mortenson Construction, cites “failing to walk in the other person’s shoes” as a common mistake in cross-cultural communication. Try to see the world from another’s point of view – you might be surprised how similar you are. Here are some ways to better understand and appreciate the “lens” through which others view the world:
Avoid stereotypes
It’s easy to generalize when describing others who are different from us. While generalizations help us to understand a large group of people, they also may be too broad or may be based on limited or even false information. Be careful not to oversimplify an entire culture without taking the time to understand more about its communication style or way of life.
Remember, there is no “right” way to communicate
Speaking style and volume vary from culture to culture. For example, assertiveness can be expressed in multiple ways. Some cultures speak loudly and quickly, while others have a slow but firm approach. When managing conflict, Americans tend to use confrontational and domineering strategies; Asian cultures may prefer to avoid conflict in an effort to save face. Neither style is incorrect; they’re just different.
Pay attention to nonverbal communication
Eye contact, gestures and personal space are not the same across the globe or even from region to region. Be aware of how these differences could affect your interactions in the workplace with regard to anything from casual conversations to seating arrangements in meetings. Posture that might seem open and friendly in one culture could appear aggressive in another.
Listen and learn
Active and empathetic listening can greatly help the intercultural communication process. Americans are often viewed as too talkative – pause and think about what you want to say before you interrupt, which in some cultures could be considered disrespectful.
Avoid jargon and idioms
When employees become absorbed in a specific project or department, it’s easy to start tossing around acronyms. For example, if you’ve ever been around IT employees, you might hear terms like ISP, SQL and CSS. Though helpful when talking to peers, insider jargon can alienate those outside your discipline.
Americans love using idioms to explain concepts. Consider how someone might react to the phrase “it costs an arm and a leg!” if they’ve never heard of it. It is best to use clear and careful words whenever possible – or be prepared to explain a saying or two.
Respect different work styles
American culture encourages the individual to work hard to achieve personal success. Standing out from a crowd is valued, as echoed in the proverb, “The squeaky wheel gets the grease." Asian culture, on the other hand, values group effort, and views standing out as a potential source of embarrassment. Consider the Japanese saying, “The tallest nail gets hammered down.” The difference between cooperation and competition can have a profound effect on projects. Be mindful of how employees from different cultures may approach a project, and adjust accordingly.
Be aware of your attitude
Cross-cultural communication is as much about attitude as it is action. Approach others with a respect and appreciation of their differences, and look for ways to learn from them. Effective cross-cultural communication takes practice, but it’s necessary for understanding and working together successfully.
Resources:
Dainton, Marianne and Elaine D. Zelley, Applying communication theory for professional life, Sage Publications, 2005.
DuPraw, Marcelle E. and Marya Axner, Working on common cross-cultural communication challenges.
Edwards, Linda, Cross-cultural communications, presentation to HRConnection, Minneapolis, MN, November 2009.
McGovern, Linda, When "Yes" means "No" or "Maybe" – Avoiding cross-cultural misunderstandings in global business.
Solomon, Charlene Marmer, Global teams: The ultimate collaboration, Personnel Journal, www.workforce.com.
