Communication and Cultural Do’s and Don’ts

Cultural Diversity in the Workplace

Do’s and Don’ts of a Diverse Workforce

Finding a Common Ground in the Workplace

The Hand Shake

The Business Card Exchange Give & Receive With Care – “In many countries, exchanging business cards is an important ritual. Cards should be given and received with care” (Communicating at Work, Adler/Elmhorst; pg 38).

Treat Card With Respect – “The recipient should use two hands and study the card carefully, treating it with the same respect he or she would give its owner” (Communicating at Work, Adler/Elmhorst; pg 38).

Keep Card In Sight - In many cultures the recipient is expected to keep the card out for as long as the business interaction takes place. If the setting is a board meeting, the card should be kept on the table in front of the recipient. Don’t put the card immediately in your pocket.

Don’t Argue in the Office Keep Harmony – “In many cultures, each person is responsible for helping to maintain harmony of a group and of society” (Communicating at Work, Adler/Elmhorst; pg 39).

Know The Culture – “The cultural avoidance of conflict means most Asian businesspersons will probably not say “no” directly to you fearing that you will be embarrassed, while in the “Middle East and southern Europe, for example, harmony takes a backseat to emotional expression” (Communicating at Work, Adler/Elmhorst; pg 39).

Adapt – “People from cultures that seek harmony can learn to adapt to and accept conflict, and communicators from more aggressive societies like the U.S. can learn to appreciate the importance of harmony…” (Communicating at Work, Adler/Elmhorst; pg 39).

Listening Listen to Understand – When working with people from other cultures it is important to be focused and attentive to our clients. Don’t “mentally (or overtly) argue with the speaker, daydreaming, thinking about other tasks, and so on” (Communicating at Work, Adler/Elmhorst; pg 81).

Withhold Judgment – “Listen first. Make sure you understand. Then evaluate” (Communicating at Work, Adler/Elmhorst; pg 81).

Talk and Interrupt Less – “Sometimes the best approach to listening is to say out of the way and encourage the other person to talk” (Communicating at Work, Adler/Elmhorst; pg 81).

Listening Ask Questions – “Sincere

questions are genuine requests for information. They can be a terrific way to gather facts and details, clarify meaning, and encourage a speaker to elaborate” (Communicating at Work, Adler/Elmhorst; pg 81).

Paraphrase – Restate the speaker’s ideas in your own words to make sure that you have understand the other person, and that they know you have understood. This shows them that you want to understand what they are trying to communicate. (Communicating at Work, Adler/Elmhorst; pg 82).

First Impression Do’s and Don’ts Styles of dress – “Regional differences in clothing are becoming less pronounced.” For both men and women abroad, conservative dress will take you much further than the latest fad or fashion” (Communicating at Work, Adler/Elmhorst; pg 38).

Be on Time – Even though many cultures don’t keep an as rigid schedule as the U.S., it is important to show respect by being on time. It is always to be better safe than sorry when you don’t know the standards.

Communication Best Practices – Do’s

Foster Synergy Foster Synergy - the highest-level of communication and with the maximum number of communicators (The 7 Habits of Highly Effective People, Covey 1989; pg. 270)

Build Credibility Build Credibility – Expertise, reliability, friendliness, dynamism, keep the majority opinion in mind (Joining Together, Johnson & Johnson 1997; pg. 405)

Cultivate Personal Networks Cultivate Personal Networks –– “View everyone as a networking prospect,” (Communicating at Work, Adler/Elmhorst; pg 20)

Communication Channel Do’s and Don’ts

Proactive Face-to-Face Face-to-Face communicationcommunication

Don’t divert your attention Don’t divert your attention from your co-worker with cellular phones, other conversations, and distractions.

Effective CommunicationEffective Communication Richness – Keep all channels openSpeed – Be 100% presentControl – Practice Timely ResponsivenessPersonal Quality – Simply take the Time

(Communicating at Work, Adler/Elmhorst; page 23)

Rumors and Perception

Be honest Be honest – avoid manipulation

Clarity Clarity – Double-check your understanding

Perception Pitfalls Perception Pitfalls GenderCulturalSocialNon-verbal communicationSlang/JargonLanguageAppearance

(Communicating at Work, Alder/Elmhorst, Chapter 2 and 4)

Do’s and Don’ts of Workplace CommunicationDoDo Practice Active ListeningActive Listening Become Culturally LiterateCulturally Literate Use Face-to-Face communicationFace-to-Face communication Understand Power DistancePower Distance Check your Ego and Egocentrism Ego and Egocentrism at the door

Don’tDon’tBe CondescendingCondescendingHave an Ethnocentric AttitudeEthnocentric Attitude Allow distractions or pre-occupationsdistractions or pre-occupations Send the wrong non-verbal cuesnon-verbal cues

(Communicating at Work, Adler/Elmhorst)

In Conclusion

LORI NGUYEN, RYAN SAPPINGTON AND TOM MUELLER

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