understanding intercultural conflict styles

Resolving Intercultural Conflict

By understanding Intercultural Conflict

styles.

MarieGervais,PhD.,CEOShi3ManagementInc.

CULTURAL CONFLICT

STYLES

CONFLICT RESOLUTION

PROCESS

SOURCES OF INFLUENCE

USING PUSH AND PULL

STRATEGIES

• Discussion • Engagement • Accommodati

on • Dynamic

• Seek to understand

• Be aware of your own feelings

•  Look for clues • Respond to the

clue • Negotiate • Resolve

Terry Bacon’s list of sources of influence

Country comparisons

Comparing your

responses to “typical”

Canadian responses

Cultural Conflict Styles – DISCUSSION

Culture/Country

Preferredresolu0onstyle

Culturalvalue Preferencefor Distrustof

Western:WhiteNorthAmericans,NorthernEuropeans,NewZealanders

Discussion DirectnessLowcontextverbalcommuni-caIon

LowemoIonwithdiscussiondirectlywithconflicIngparIes

EmoIonaldisplayconsidereddangerousorunhelpful

Cultural Conflict Styles - ENGAGEMENT

Culture/Country

Preferredresolu0onstyle

Culturalvalue Preferencefor Distrustof

African-American,CentralandSouthAmerican,SouthernEuropean,Russian,Israeli

Engagement VerbalcommunicaIonwithmoreintensity

HighemoIonwithmuchdiscussiondirectlywithconflicIngparIes

LowemoIonconsideredinsincereanduncommiPed

Cultural Conflict Styles - ACCOMMODATION

Culture/Country

Preferredresolu0onstyle

Culturalvalue

Preferencefor Distrustof

Asian:Chinese,Japanese,Thai,Indonesian,Malaysian,NaIveNorthAmerican,SomeLaInCountries:Mexico&Peru

AccommodaIon ControlofemoIons,superficialharmony

Ambiguousspeech

EmoIonaldisplayconsideredinappropriate

Cultural Conflict Styles - DYNAMIC

Culture/Country

Preferredresolu0onstyle

Culturalvalue Preferencefor Distrustof

MiddleEastern,ArabicandsomeAfricancountries

Dynamic IndirectbutemoIonallyintense

Story,hyperbole,useofintermediarieswhoexpressconflictbetweentwoparIes

DirectcommunicaIonconsideredrude

Story examples – Sonoma and Jasmine

SonamaandJasminehavebeengossipingtogetherintheirlanguageduringlunch.WhenotherscomeintothelunchroomtheyconInuetotalkintheirlanguage.Ameliafeelsuncomfortablecomingintothelunchroomwhentheyaretogetherandonedayshesaysinaloudvoice,“Whydon’tyoutwospeakEnglish?”Shestandsclosetothetwowomenandglares.Whentheydonotsayanythingshesays,“Youdon’tcareenoughtoanswermedoyou?”Surprisedandfrightened,bothwomenlookdownandsaynothing.

Lunchroommisunderstanding

Story examples -Sonoma and Jasmine

SonomaandJasmineareshowingwhichculturalconflictstyles?Ameliaisshowingwhichculturalconflictstyles?Howcouldtheysolvethisproblem?

Lunchroommisunderstanding

Story examples -Sonoma and Jasmine

SonomaandJasmineareshowingwhichculturalconflictstyles?Answer:indirect,lowemoIon,highharmonyAmeliaisshowingwhichculturalconflictstyles?Answer:direct,highemoIon

Lunchroommisunderstanding

Story examples - Sonoma and Jasmine

Makinganefforttoadjusttodifferentstyles:SonomaandJasminecouldtellAmeliathatintheircountry,peopledonotconfronteachotherdirectly.Ameliacouldsitdownatthetableinsteadofstandingupwhenshetalkstothem.Inacalmvoiceshecouldexplainthatshefeelsexcludedwhenshehearsthemspeakingintheirownlanguage.IfAmeliacouldasktolearnafewwordsinSonomaandJasmine’slanguage,thiswouldhelppreservetherelaIonshipandresettheirsenseoflostharmony.

Lunchroommisunderstanding

Story examples – Lual and friends

Lualandhisfriendscometoworktogetherbutworkindifferentdepartments.Theystandoutsidethemaindoortojokeandchattogetherbeforeworkinthemorning.SomeImestheytalkheatedlyaboutthepoliIcalsituaIonbackhome.OneoftherecepIonistscomplainedtothehumanresourcesdepartmentthatLualandhisfriendsarealwaysarguinganditlooksbadtoclientstoseeandhearthatwhentheyenterthebuilding.

Aretheyarearguingorjusttalking?

Story examples – Lual and friends

Lualandfriendsareshowingwhichculturalconflictstyle?TherecepIonistisshowingwhichculturalconflictstyle?Howcouldtheysolvethisproblem?

Aretheyarearguingorjusttalking?

Story examples – Lual and friends

Lualandfriendsareshowingwhichculturalconflictstyle?Answer:highemoIon,directTherecepIonistisshowingwhichculturalconflictstyle?Answer:lowemoIon,indirectHowcouldtheysolvethisproblem?

Aretheyarearguingorjusttalking?

Story examples – Lual and friends

Makinganefforttoadjusttodifferentstyles:TherecepIonistcouldaskLualwhatheandhisfriendsgetsoexcitedaboutwhentheytalktogetherinthemornings.IntheconversaIontheymightlearnafewthingsabouteachother.TherecepIonistcouldexplainthattheofficeisquietandclientsmightthinktheyoungmenwereinafight.LualandhisfriendscouldlookforameeIngspotwheretheycouldfeelrelaxedandnotworryaboutothersmisunderstandingthem.

Aretheyarearguingorjusttalking?

Story examples – Vijay and Sonny

VijayandSonnyshareanoffice.OneofVijay’smaleco-workerscametoseeSonnytosaythatVijaywasveryupsetaboutthewaySonnyjokedaboutthecompany’sdistrictmanager.SonnywassurprisedandtoldthecoworkerthathewouldspeaktoVijayaboutithimself.WhenhetriedtobringitupwithVijayshewouldnotdiscusstheissuewithhim.

Ajokeaboutmanagement

Story examples – Vijay and Sonny

VijayisshowingwhatculturalconflictresoluIonstyle?SonnyisshowingwhatculturalconflictresoluIonstyle?Howcouldtheysolvethisproblem?

Ajokeaboutmanagement

Story examples – Vijay and Sonny

VijayisshowingwhatculturalconflictresoluIonstyle?Answer:indirect,thirdpartySonnyisshowingwhatculturalconflictresoluIonstyle?Answer:direct

Ajokeaboutmanagement

Story examples – Vijay and Sonny

Makinganefforttoadjusttodifferentstyles:Sonnycouldspeakwiththemaleco-workerandexplainhispointofview,askingthatthediscussionremainconfidenIalbetweenthethreeofthem.Vijaycouldaskthemaleco-workertobepresentsothatshefeelsmorecomfortablespeakingabouttheissuewithSonny.

Ajokeaboutmanagement

Story examples – CONCLUSION

Concludingcomments:Learningtoworkwithculturallydifferentconflictstylesisnoteasy.YoucanbuildtrustandimproveworkplacecommunicaIonbybeingawareofthesedifferencesandwillingtomakeafewadjustmentstotheotherperson’sstyle.

ANOTEABOUTWILLINGNESSTOSOLVETHEISSUE…

RECAP

FOUR CULTURAL STYLES:

DISCUSSION

ENGAGEMENT

ACCOMMODATION

DYNAMIC

CULTURAL CONFLICT

STYLES

CONFLICT RESOLUTION

PROCESS

SOURCES OF INFLUENCE

USING PUSH AND PULL

STRATEGIES

• Discussion • Engagement • Accommoda

tion • Dynamic

• Seek to understand

• Be aware of your own feelings

•  Look for clues • Respond to the

clue • Negotiate • Resolve

Terry Bacon’s list of sources of influence

Country comparisons

Comparing your

responses to “typical”

Canadian responses

COMPLETED

CONFLICT RESOLUTION PROCESS

GUIDINGPRINCIPLES:1.   SEEKTOUNDERSTAND,NOTTOBEUNDERSTOOD

ASK:•  WHATAREMYASSUMPTIONS?•  WHATAMIMISSING?•  WHATQUESTIONSCOULDIASKTOBETTERUNDERSTANDTHESITUATION?

CONFLICT RESOLUTION PROCESS

GUIDINGPRINCIPLES:2.BEAWAREOFYOUROWNFEELINGS

ASK:•  WHATISMYBODYTELLINGMENOWINTERMSOFSTRESSREACTION?

•  HOWDOIFEEL?•  HOWCANIPRACTICEMINDFULNESSTOFOCUS?

CONFLICT RESOLUTION PROCESS

GUIDINGPRINCIPLES:3.LOOKFORCLUESANDEXPERIMENT

ASK:•  WHATCULTURALSTYLESCOULDBEINOPERATION?•  HOWCOULDITESTMYINTERPRETATION?•  WHATWILLIDOIFMYINTERPRETATIONISWRONG?

CONFLICT RESOLUTION PROCESS

GUIDINGPRINCIPLES:4.NEGOTIATE

ASK:•  WHATCOULDADDRESSTHEROOTISSUES?•  HOWCANIHELPSOLVETHISWITHOUTCAUSINGLOSSOFFACE?

•  WHATCANIASKTHATWOULDHELPMEBRINGUNDERSTANDINGTOTHISSITUATION?

CONFLICT RESOLUTION PROCESS

GUIDINGPRINCIPLES:5.HIGHSTANDARDOFRESOLUTION,PATIENCEWITHTHEPROCESS

ASK:•  HOWDEEPARETHEFEELINGSINTHIS?•  WHATKINDSOFFOLLOWUPACTIONSWOULDPROOVEMYGOODWILL?

•  HOWWILLIKNOWITISRESOLVED?

RECAP

CONFLICT RESOLUTION PROCESS:

1.   SEEKTOUNDERSTAND,NOTTOBEUNDERSTOOD2.   BEAWAREOFYOUROWNFEELINGS3.LOOKFORCLUESANDEXPERIMENT4.NEGOTIATE5.HIGHSTANDARDOFRESOLUTION,PATIENCEWITHTHEPROCESS

CULTURAL CONFLICT

STYLES

CONFLICT RESOLUTION

PROCESS

SOURCES OF INFLUENCE

USING PUSH AND PULL

STRATEGIES

• Discussion • Engagement • Accommoda

tion • Dynamic

• Seek to understand

• Be aware of your own feelings

•  Look for clues • Respond to the

clue • Negotiate • Resolve

Terry Bacon’s list of sources of influence

Country comparisons

Comparing your

responses to “typical”

Canadian responses

COMPLETED COMPLETED

SOURCES OF INFLUENCE

PUSHSTRATEGIES PULLSTRATEGIES

LOGICALPERSUASION SOCIALIZING,NETWORKING

STATING APPEALTORELATIONSHIP

LEGITIMIZING REPUTATIONANDCHARACTER

RULESANDREGULATIONS ATTRACTION

APPEALTOAUTHORITY BUILDINGALLIANCES

SOURCES OF INFLUENCE – COUNTRY INDIA

PeopleinIndiauselogicalpersuadingandsta0ng,followedbyconsulIng,socializing,andappealingtorelaIonship.

SOURCES OF INFLUENCE – COUNTRY INDIA

Indiansusesocializingsignificantlylessfrequentlythantheglobalnorm.Theyexcelatsocializingandformingcommonbonds,butitisnottheirpreferredmethodofinfluencing.

SOURCES OF INFLUENCE – COUNTRY INDIA

Indiansuselegi0mizingandalliancebuildingsignificantlymoreo\enthantheglobalnorm.ItiscommontoformorjoinalliancesinanaPempttoinfluencesomeoneelse,andtheyareconsiderablymorepronetoappealtoauthority.

SOURCES OF INFLUENCE – COUNTRY INDIA

TheirhigheruseoflegiImizing,combinedwithlogicalpersuadingandstaIng(theirtwomost-usedtechniques),meansthattheyfavourthepushinfluenceapproachesratherthanthepullapproaches.

SOURCES OF INFLUENCE – COUNTRY INDIA

ToinfluenceeffecIvelyinthisculture,uselogicalpersuadingasyourtechniqueofchoice.Indiansarehighlyskilledatthistechniqueandwilllikelychallengeyouwiththeirownlogicalreasoningifyouarenotpersuasiveenough.

SOURCES OF INFLUENCE – COUNTRY CANADA

Canadiansusethepowerinfluencetoolsinthisorderoffrequency:logicalpersuading,thensocializing,appealingtorela0onship,consul0ng,andsta0ng.Itisnoteworthythattheyusesocializingandappealingtorela0onshipsignificantlymoreo\enthantheglobalnorm.

SOURCES OF INFLUENCE – COUNTRY CANADA

CanadiansaremoreeffecIveatthesetwotechniquesthanthenorm,whichimpliesthattheyhavedevelopedgreaterskillinusingthem.Canadiansalsousealliancebuilding,legi0mizing,andappealingtovaluesmoreo\enthantheglobalnorm.

SOURCES OF INFLUENCE – COUNTRY CANADA

CanadianshavesignificantlyhigherraIngsforthepowersourcesofaPracIon,history,andexpressiveness—whichareallpersonalpowersources—andlowerraIngsformostoftheorganizaIonalpowersources.Canadiansplacegreateremphasisonpersonalquali0esthanorganiza0onalroles.

SOURCES OF INFLUENCE – COUNTRY CANADA

ToinfluenceeffecIvelyinCanada,youshouldfocusmoreonpeoplethanposiIon.RelaIonshipsmaPergreatly,andsocializingwillbemoreacceptedandexpectedinthisculturethaninmanyothers.

SOURCES OF INFLUENCE – COUNTRY CANADA

Canadianswilluselogicalpersuadingasafirstchoiceininfluencing,buttheyusetheaskinginfluencestrategiesnearlyasmuch,andtheyuseconsulIngmorefrequentlythanthenorm.Canadianswanttobeengaged,sosocialize,askques0ons,andinvolvetheminthesolu0on.

SOURCES OF INFLUENCE – COUNTRY CANADA

BeginaconversaIonwithlogicandfacts,whilepayingaPenIontotherelaIonshipsandfindingwaystodrawlistenersin.AssociatevalueswiththepointyouaretryingtomakeandinvitethelistenersintotheconversaIontocontributeopinions,socializeandoffersoluIons.

SOURCES OF INFLUENCE – COUNTRY CANADA

Usemostlypullstrategiestowinpeopleover,thenpushforlogicalpersuasionandpullagaintoengagethelistenersinconsultaIon.

RECAP

INDIA/CANADA COMPARISION

INDIAPUSHFIRST:LogicalpersuasionStaIngChallengePULLSECOND:ConsulIng,socializing,andappealingtorelaIonship.ALSOIMPORTANT:JoinalliancesAppealtoauthority

CANADAPUSHFIRST:LogicalpersuasionStaIngPULLATTHESAMETIME:SocializeAppealtorelaIonshipAppealtovaluesConsultAskquesIonsandengagethelistener

CULTURAL CONFLICT

STYLES

CONFLICT RESOLUTION

PROCESS

SOURCES OF INFLUENCE

USING PUSH AND PULL

STRATEGIES

• Discussion • Engagement • Accommoda

tion • Dynamic

• Seek to understand

• Be aware of your own feelings

•  Look for clues • Respond to the

clue • Negotiate • Resolve

Terry Bacon’s list of sources of influence

Country comparisons

Comparing your

responses to “typical”

Canadian responses

COMPLETED COMPLETED COMPLETED

STORIES – USING PUSH AND PULL

GizelahasjuststartedherfirstCanadianjob.ThejobismuchmorejuniorthanposiIonssheheldinPoland.Sheisembarrassedbecause,thoughtheposiIonshouldbeeasy,thereareitemsonherjobdescripIonandtasklistthatmakenosensetoher.Sheisunsurewhatismostimportanttostarton.WhatshouldGizelado?

STORIES – USING PUSH AND PULL

1.  Watchothersandlisten,eventuallyshewillfigureitoutbyobservingothersaroundher.

2.  Dothethingssheknowshowtodoandfindwaystoavoidwhatsheisn’tsureabout,atleastfornow.

3.  Takethelisttoacolleagueandaskhowtobeginworkingonthelist.

4.  GotohermanagerandaskforguidanceonhowtoprioriIzeandclarifythingsshedoesn’tunderstand.

STORIES – USING PUSH AND PULL

WHATDIDYOUDECIDE?Areyouusingmorepushorpullstrategiesinthis?

STORIES – USING PUSH AND PULL

Canadiananswer:4.GizelaisnewandshouldgotohermanagerfirstwithherquesIons.InCanadayouarenotexpectedtoknowwhattodowithanynewjob,nomaPeryourpreviousexperience.Itistheexpectedprotocoltoclarifythingswithyourmanager,especiallyinthebeginning.Speakingtoacolleaguewouldbethenextstepbutonlya3erhavingspeakingwithyourimmediatesupervisor.

STORIES – USING PUSH AND PULL

HOW“CANADIAN”WASYOURRESPONSE?

STORIES – USING PUSH AND PULL

ZaynabwasregularlycalledtobepartofteammeeIngsinwhichaspectsofjointfinancialanalysisprojectswerediscussed.SmallgroupmeeIngswereinImidaIngforher.Oneofhercolleaguessaid,“Zaynabwhydon’tyouparIcipateintheteammeeIngs?Youshouldbeprovidingyourinput,sincenobodyelsedoesyourjobhere.”WhatshouldZaynabdo?

STORIES – USING PUSH AND PULL

1.  Tryhardertojumpintotheteamdiscussion.Itwillgeteasierthemoreshedoesit.

2.  AskforthemeeIngagendaaheadofImeandpreparesomecomments.

3.  Asthediscussiondevelops,lookforplacesinhernoteswhereshecouldmakeacontribuIon.ThenraiseherhandunIlsheisaskedtospeak.

4.  TalktohermanageraboutthemeeIngsandsaysheisreallyuncomfortableparIcipaIng.AskthemanagerforsomeIps.

STORIES – CHOOSE AND COMPARE

WHATDIDYOUDECIDE?Areyouusingmorepushorpullstrategiesinthis?

STORIES – CHOOSE AND COMPARE

Canadiananswer:2.AskingfortheagendainadvanceistheeasiestwayforZaynabtobegintoincreasehercomfortlevelwithspeakinginthegroupinEnglish.Butagain,alltheseanswersarepossibiliIes.RaisingyourhandisnotusuallythegroupprotocolduringsmallmeeIngs.InlargermeeIngswithafacilitatororidenIfiedchairperson,peoplewillcatchthatperson’seye,raiseahandunIlheorshenods,thenwaittheirturn.

STORIES – USING PUSH AND PULL

HOW“CANADIAN”WASYOURRESPONSE?

RECAP

NEGOTIATING WITH DIFFERENT PUSH AND PULL STRATEGIES

THECHOICESWEMAKEAREUSUALLYBASEDONOURCULTURALPREFERENCESWHETHERWEAREAWAREOFITORNOT.WEDEFAULTTOWHATWEWERESOCIALIZEDTOBELIEVEISTHE“BEST”WAYTONEGOTIATE

TOIMPROVECULTURALCONFLICTNEGOTIATIONREPERTOIRECONSIDERVARYINGYOURPUSHANDPULLSTRATEGIESANDWATCHINGTHERESULTS.NEXTISAUSEFULSELF-ASSESSMENTTOOLFOREVALUATINGOUREXPERIMENTS…

STORIES – SELF-ASSESSMENT TOOL

CULTURAL CONFLICT

STYLES

CONFLICT RESOLUTION

PROCESS

SOURCES OF INFLUENCE

USING PUSH AND PULL

STRATEGIES

• Discussion • Engagement • Accommoda

tion • Dynamic

• Seek to understand

• Be aware of your own feelings

•  Look for clues • Respond to the

clue • Negotiate • Resolve

Terry Bacon’s list of sources of influence

Country comparisons

Comparing your

responses to “typical”

Canadian responses

COMPLETED COMPLETED COMPLETED COMPLETED

Questions? Comments? Concerns?

marie@shiftworkplace.com http://shiftworkplace.com

1-780-454-5661