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Leading management and communication providers Working Across Borders Developing Successful Intercultural Communication Provox Training & Consulting • Who made the borders (barriers)? Personal and cultural constructions • How can we break down the barriers? Effective intercultural understanding and communication Provox Training & Consulting Who made the barriers? Provox Training & Consulting There are truths this side of the Pyrénées that are falsehoods on the other.” Provox Training & Consulting The scary alien on the other side of the border Provox Training & Consulting Stereotypes (Scare-o-types) ignore individuals Stereotypes are ways we generalise (patterns and repeated) behaviour. Usually, different (negative) behaviour Personality to ourselves. Behaviour / Action Situation Culture Provox Training & Consulting Personality and Culture Do cultures affect personality? Are some people / cultures more ……… Relationship Task Provox Training & Consulting Unpeeling the personal layers Personality (Is it separate or part of culture?) Think Sensation ME Intuition Feeling “Am I rational analytical thinker and is that the kind of culture I come from OR Am I a synthetic intuitive thinker?” Provox Training & Consulting Individuals are like icebergs Words and Expressions Personality Clothes Ethics and morality Feelings Experiences Tastes Memories Provox Training & Consulting Unpeeling the groups layers Group culture Behaviour Rituals Beliefs & Values Symbols Provox Training & Consulting Culture is like an iceberg Language Food Appearance Communication style Beliefs Values Attitudes Perceptions Provox Training & Consulting Personal and cultural factors That make personal and the culture Kaleidoscopes Laws History Traditions Food Perceptions Memories Philosophy ME Religion Senses Geography Race Communication Relationships Preferences Climate & weather Language Education Contacts Provox Training & Consulting What we see, hear and evaluate are filtered by our own perceptions and understanding of the world. Provox Training & Consulting How can we break down the barriers? Work towards common and shared objectives. Build relationships through effective communication. Provox Training & Consulting Build relationships -develop rapport Support Loyalty Talk Respect Trust Provox Training & Consulting What is the level of rapport best for contact? (Professional or social) Seduction Hot Cosily warm Warm Empathy Understanding Lukewarm Neutral Cool Cold Sufferance Provox Training & Consulting Language and communication across borders Personality Situation Speaker Audience Relationship Cultural variations Barriers Socio-linguistic Type & style Media Provox Training & Consulting Many cultural (hidden) influences impact on effective cross-border communication • Approaches to completing tasks (taskrelationship dimensions) • Attitude to time • How we see things • Communication styles • Language and linguistic variations Provox Training & Consulting How we see things Which 6 characteristics would you like to find in an ideal work colleague? Be from the same culture and speak the same language! Humour Diplomacy Willingness to compromise Modesty Sense of fair play Pragmatism Provox Training & Consulting The trouble with the British Humour May be seen as unprofessional in a business context Modesty May be taken at face value, seen as lack of expertise Diplomacy May be seen as being dishonest or too indirect Willingness to compromise May be seen as lack of conviction Pragmatism May be seen as lack of intellect & logic Provox Training & Consulting How we see and interpret things Perception “Never assume the obvious is true” William Saffire Be open to different interpretations Provox Training & Consulting Language helps us think, interpret things and decide on meaning “The limits of my language, means the limits of my world” Ludwig Wittgenstein “He gave man speech, and speech created thought. Which is the measure of the universe.” Prometheus Unbound, Shelley Provox Training & Consulting “I think, therefore I am.” René Descartes If Shakespeare had been a Frenchman “To be or not to be, that is the question. But the question is badly formulated.” Provox Training & Consulting Language and communication style I know you believe you understand what you think I said, but I am not sure you realise that what you heard is NOT what I meant WHY? Provox Training & Consulting • Words used • The way the message is sent & received • Understanding cross-cultural processes and procedures Provox Training & Consulting Words used and word choice French - English Eventual • Actual • Agenda • Sensible • Assist • (possible) (now, at present) (diary) (sensitive) (participate) Japanese - English • Maybe (NO) Swedish - English Protocol • Personnel • Insulate • House • (minutes - meeting) (personal) (isolate) (building) Provox Training & Consulting The way the message was sent and received • Personality of the voice Stomach, heart or brain • Music Intonation, stress, rhythm, pacing and pausing • Body language Hand and body movement, eye contact Provox Training & Consulting Understanding the process (to reduce misunderstanding & misinterpreting the process) • Silence Agreement? Thinking internally? Nothing to say? • Listening without interrupting (passive/active) Respectful? Help the communication process?(support, check & clarify) • Choice of words - ‘the lagom line’ nice -lovely - great - fantastic - amazing Provox Training & Consulting • Limitation of words available ‘paint a a black & white picture’ (mother tongue - translation) OK Also Get (få) • Language context (High - Low) Precise, direct, logical, blunt, definitive and transparent Indirect, circuitous, evasive, tactical, ambiguous,opaque, even evasive • Emotional expressiveness (juntelagen) Contained and Neutral Embarrassment and stress from show of emotions • Consensual agreement Emotional and Expressive Few inhibitions Hierarchical power Provox Training & Consulting Reduce borders and break down barriers • • • • • Avoid assumptions. Have self-awareness (prejudices and stereotypes) Listen carefully and show empathy. Be patient, be humble and be flexible. Tolerate and accommodate differences (perception, reality and • • Relax, be open and honest - build trust and relationships. Do not assume that what you communicate (say, write, etc.) is understood in the way you meant. Do your homework - know the differences that matter (be • • outcome). aware, collect information, analyse) Each situation is separate - interpersonal and intercultural factors affect communication. Provox Training & Consulting To know, yet to think that you do not know is best. Not to know, yet to think that you know will lead to difficulty. It is by being alive to difficulty that you can avoid it. Lao Tzu Provox Training & Consulting