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Although we're all different, we share many similarities.
It's no secret that today's workplace is rapidly becoming vast, as the business environment expands to include various geographic locations and span numerous cultures. What can be difficult, however, is understanding how to communicate effectively with individuals who speak another language, or who rely on different means to reach a common goal.
Cross-Cultural Communication – The New Norm
The internet and modern technology have opened up new marketplaces that allow us to promote our businesses to new geographic locations and cultures. And given that it can now be as easy to work with people remotely as it is to work face-to-face, cross-cultural communication is increasingly the new norm.
After all, if communication is electronic, it's as easy to work with someone in another country as it is to work with someone in the next town.
And why limit yourself to working with people within convenient driving distance when, just as conveniently, you can work with the most knowledgeable people in the entire world?
For those of us who are native English-speakers, it is fortunate that English seems to be the language that people use if they want to reach the widest possible audience. However, even for native English speakers, cross-cultural communication can be an issue: just witness the mutual incomprehension that can sometimes arise between people from different English-speaking countries.
In this new world, good cross-cultural communication is a must.
This is just one of our many resources on working effectively in different cultures. See the Managing Around the World articles in our Team Management section for more on working with people from different cultures and backgrounds.
Understanding Cultural Diversity
Given different cultural contexts, this brings new communication challenges to the workplace. Even when employees located in different locations or offices speak the same language (for instance, correspondences between English-speakers in the U.S. and English-speakers in the UK), there are some cultural differences that should be considered in an effort to optimize communications between the two parties.
In such cases, an effective communication strategy begins with the understanding that the sender of the message and the receiver of the message are from different cultures and backgrounds. Of course, this introduces a certain amount of uncertainty, making communications even more complex.
Without getting into cultures and sub-cultures, it is perhaps most important for people to realize that a basic understanding of cultural diversity is the key to effective cross-cultural communications. Without necessarily studying individual cultures and languages in detail, we must all learn how to better communicate with individuals and groups whose first language, or language of choice, does not match our own.
Developing Awareness of Individual Cultures
However, learning the basics about culture and at least something about the language of communication in different countries is important. This is necessary even for the basic level of understanding required to engage in appropriate greetings and physical contact, which can be a tricky area inter-culturally. For instance, kissing a business associate is not considered an appropriate business practice in the U.S., but in Paris, one peck on each cheek is an acceptable greeting. And, the firm handshake that is widely accepted in the U.S. is not recognized in all other cultures.
While many companies now offer training in the different cultures where the company conducts business, it is important that employees communicating across cultures practice patience and work to increase their knowledge and understanding of these cultures. This requires the ability to see that a person's own behaviors and reactions are often culturally driven and that while they may not match our own, they are culturally appropriate.
If a leader or manager of a team that is working across cultures or incorporates individuals who speak different languages, practice different religions, or are members of a society that requires a new understanding, he or she needs to work to convey this.
Consider any special needs the individuals on your team may have. For instance, they may observe different holidays, or even have different hours of operation. Be mindful of time zone differences and work to keep everyone involved aware and respectful of such differences.
Generally speaking, patience, courtesy and a bit of curiosity go a long way. And, if you are unsure of any differences that may exist, simply ask team members. Again, this may best be done in a one-on-one setting so that no one feels "put on the spot" or self-conscious, perhaps even embarrassed, about discussing their own needs or differences or needs.
Demand Mutual Acceptance
Next, cultivate and demand mutual acceptance and understanding. In doing this, a little education will usually do the trick. Explain to team members that the part of the team that works out of the Australia office, for example, will be working in a different time zone, so electronic communications and/or return phone calls will experience a delay. And, members of the India office will also observe different holidays (such as Mahatma Gandhi's Birthday, observed on October 2).
Most people will appreciate the information and will work hard to understand different needs and different means used to reach common goals. However, when this is not the case, lead by example and make it clear that you expect to be followed down a path of open-mindedness, understanding and acceptance.
Acceptance is essential. However, you need to maintain standards of respectable behavior. The following "rules of thumb" seem universal:
- Team members should contribute to and not hinder the team's mission or harm the delivery to the team's customer.
- Team members should not damage the cohesion of the team or prevent it from becoming more effective.
- Team members should not unnecessarily harm the interests of other team members.
Other factors (such as national law) are obviously important.
When dealing with people in a different culture, courtesy and goodwill can also go a long way in ensuring successful communication. Again, this should be insisted on.
If your starting point in solving problems is to assume that communication has failed, you'll find that many problems are quickly resolved.
Keep It Simple
When you communicate, keep in mind that even though English is considered the international language of business, it is a mistake to assume that every businessperson speaks good English. In fact, only about half of the 800 million people who speak English learned it as a first language. And, those who speak it as a second language are often more limited than native speakers.
When you communicate cross-culturally, make particular efforts to keep your communication clear, simple and unambiguous.
And (sadly) avoid humor until you know that the person you're communicating with "gets it" and isn't offended by it. Humor is notoriously culture-specific: many things that pass for humor in one culture can be seen as grossly offensive in another.
And Get Help If You Need It
Finally, if language barriers present themselves, it may be in everyone's best interest to employ a reliable, experienced translator.
Because English is not the first language of many international businesspeople, their use of the language may be peppered with culture-specific or non-standard English phrases, which can hamper the communication process. Again, having a translator on hand (even if just during the initial phases of work) may be the best solution here. The translator can help everyone involved to recognize cultural and communication differences and ensure that all parties, regardless of geographic location and background, come together and stay together through successful project completion.
It has been Marshall Langer, one of our key professors from the Master in Marketing and Sales, expert of communication and with a multinational background that illustrates us the fundamentals of effective cross-cultural communication.
Nowadays, thanks as well to technologies there are always less barriers among cultures, states and of course communication. As well the business environment is expanding including various geographic locations, that can be difficult however
It’s no secret that today’s workplace is rapidly becoming global, as the business environment expands to include various geographic locations and span numerous cultures. What can be difficult, however, is understanding how to communicate effectively with individuals who speak another language, or who rely on different means to reach a common goal
The internet and modern technology have opened up new marketplaces that allow us to promote our businesses to new geographic locations and cultures. And given that it can now be as easy to work with people remotely as it is to work face-to-face, cross-cultural communication is increasingly the new norm. After all, if communication is electronic, it’s as easy to work with someone in another country as it is to work with someone in the next town.
“So, what Are the Benefits of a Cross Cultural Team?”
For starters, these types of diverse teams are able to lean on those differing perspectives to explore more options and then make important decisions with a greater amount of information in their back pocket.
“The more diverse the knowledge, the greater the market value”
One recent study by the Boston Consulting Group (BCG) found that companies with more diverse management teams have 19% higher revenue due to increased levels of innovation. A different McKinsey study discovered that companies with more culturally and ethnically-diverse executive teams were 33% more likely to see better-than-average profits.
Communicating with people who are different from you is an important skill—both inside and outside of the workplace. And, working as part of a cross-cultural team requires you to learn more about how to excel in that area, while also opening yourself up to different opinions and perspectives that can shape your own viewpoints moving forward.
Be an Effective Cross Cultural Communicator
What do you need to know to communicate more effectively with people from different cultural backgrounds? Here are six tips to put to work.
1. Develop your awareness.
“Awareness is the first step!” While researching cultural norms is important to gain an understanding of those individual preferences as well. When you’re working with a team member you aren’t as familiar with, don’t hesitate to have honest conversations and ask important questions like:
- How do you prefer to receive feedback?
- Do you tend to prefer written communication or in-person communication?
- Do you have any pet peeves related to communication?
This can seem a little forward (particularly if this is new to you), but approach it in a friendly and low-pressure way, and you’ll ensure that you and the other person get on the same line and are able to have a more productive and beneficial working relationship.
2. Research different cultural norms.
“If you want to better communicate with them, learn about their cultural norms or talk with a culture coach to better understand how best to communicate,” advises Schweitzer.
one of the best ways to understand a person’s culture is to ask them about it. They’ll likely be more than willing to share, and not only will you get the information you need, but you’ll also lay the groundwork for a closer relationship moving forward.
3. Be clear and avoid slang.
Slang can be confusing even when you’re communicating with people from your own culture. So, make this your new workplace communication golden rule: The clearer you can be, the better so, focus on making your message as explicit as possible and you’ll hopefully avoid any crossed wires or miscommunications.
4. Learn the language.
No, this doesn’t mean you need to become fluent in every single language that’s present on your team. Instead, this tip is about demonstrating a certain level of engagement and investment in learning about other cultures. Even just learning something as simple as a friendly greeting or a “thank you” can go a long way in showing all of your team members that you’re open-minded, understanding, and supportive.
5. Slow down your speech.
“A little more time now could save time later”
While it might seem surprising, the rate of our speech is another thing that’s influenced by cultural norms. Spanish, as one example, is known for being a particularly fast language, while Mandarin is deliberate and slow. When communicating be conscious of slowing down your speech pattern even a little bit can make you that much easier to understand particularly when there might be a language barrier involved.
6. Confirm your understanding.
This is a smart habit to get into regardless of who you’re communicating with. When you’ve completed an exchange—whether written or verbal—take a brief moment to confirm your understanding of what was discussed. This can be as simple as saying, “To summarize, you’re going to complete the slides for the presentation and I will put the finishing touches on the talking points. We’ll both have these pieces completed by Monday so we have time to rehearse and refine ahead of the meeting.”
Remember that…
Effective Cross-Cultural Communication Won’t Just Happen, it requires awareness and then investing the time and hard work to improve.
Cross-cultural communication has always existed in the workplace to some degree. But, as technology advances and global teams become more common, today’s workers are faced with an almost ever-present challenge of communicating successfully with people from numerous different cultures.
It’s a constant learning process, but it’s well worth it for the rewards you’ll reap—including a more productive and supportive work environment, access to more information and an expanded perspective, and positive professional relationships that you’ll come to cherish.