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Guide to Cross-Cultural Communication
Teach employees to communicate effectively with customers of different culturesHere are three ways to embrace cross-cultural communication:
- Assess your business's cross-cultural attitude from both the employees' and the customers' viewpoints.
- Teach employees to respect the verbal and non-verbal interactions of other cultures.
- Use cultural diversity to your company's advantage.
Action Steps
The best contacts and resources to help you get it done
Assess your cross-cultural knowledge
Not sure whether your workplace is truly embracing cross-cultural communication? No problem – have your employees complete a short online assessment.
I recommend:
International Business Etiquette Culture Quizzes offer one international and 2 world culture quizzes, and then a quick score sheet – all for free.
Learn their culture, earn their loyalty
World cultures are as varied as world languages - both are essential in communicating with people of other backgrounds. Encourage your employees and clients' loyalty by honoring their beliefs and traditions.
I recommend:
International Business Etiquette and Manners is a valuable resource to learn the traditions indigenous to a specific cultural group. Scroll down to the "Country" or "Region" lists to find out about specific cultures.
Watch what you don't say: Non-verbal communication
Did you know that in China, you should never write on a business card, or put the card in your pocket? Or that in Mexico, conversations take place at a close physical distance, and if you backed up for some personal space, you'd be considered rude?
I recommend:
Check out American Express Business Travel for the dos and don'ts of gesturing. Or go to Spencer Small Business Association for tips on cross-cultural negotiation.
Embrace diversity for your company's benefit
Cultural diversity doesn't have to mean problems – in fact, the company that learns to embrace cultural differences and fresh ideas, is the company that is always open to growth within the ever-evolving marketplace.
I recommend:
For a fun and interesting cross-cultural communication game, go to Intercultural Communication Institute, for a free download. Check out How to Deal with Cultural Diversity in the Workplace for the self-study DVD, the Group Training VHS, additional books and/or audio programs.
Tips & Tactics
Helpful advice for making the most of this Guide- Slow down: Speak slowly and annunciate clearly so that non-native English speakers have the time to absorb your words.
- Maintain a positive outlook: Don't assume a person with a heavy accent is 'slow' – most non-native speakers to take more time when speaking a less-familiar language.
- Don't jump: To conclusions, that is. Listen and then summarize what you believe the speaker has said. Make sure you're clear on the intended message before continuing the conversation.
- No funny business: Avoid humor when communicating with someone of another culture (at least until you really understand each other) because humor is almost always culture-specific.
- Strike the slang: Before using a cliché or other slang expression, consider the words at face value, which usually mean something entirely different. Instead, say what you mean, and mean what you say.
