Cross-Cultural Communication – How to Avoid Common Blunders (and Find the Right Floor)

Cross-cultural communication occurs all around us and we’re forever
going to be working with international, diverse teams. Here are some ideas
about how to avoid putting your foot in it, how not to upset people, and
perhaps how to make the best of it when it all goes wrong!

There are over 7,000 languages spoken in the world. OK, you’re never
going to encounter them all, but let’s face it, it’s impossible to avoid cross-cultural
misunderstandings. Imagine when this happens within the same language.

There’s an old saying by Irish playwright and Academy Award and Nobel Prize winner, George
Bernard Shaw: “England and America are two countries separated by a common
language.” What does he mean? He means that even though the two countries speak
the same language, they’re often speaking a very different language.

Here are just a couple of examples:

In the UK, the floors in a building are numbered like this: Ground
floor, first floor, second floor, third floor, and so on. In America, they
start with the first floor, then the second, then the third. i.e. The ground
floor is called the “first floor”. Good luck scheduling a meeting. Almost
makes you wish everything was done on Zoom.

American English vs. British English pic.twitter.com/hDSpxj4j5x

— Learn English Quickly (@Knowledgepict) October 8, 2022

A second one before we move on. Two people are talking about what great
thieves they are. The first, a Brit, says, “I have never got caught.” The
second, an American, says, “I have never gotten caught”. Weird. As an
Anglo-Irishman – that’s one for you to Google – the latter is just plain strange
and something Brits would never say. Cross-cultural, indeed.

What is “Polite”?

Firstly, let’s address a common issue – Politeness. What’s considered
OK in one company or setting might not fly in another. Some businesses are fine
with candid, blunt talk, others not so much. So, read the room. Before you jump
on in, take your time, look around, watch how people are talking to one
another. Mimic their approach, at least at the start, until you get a feeling
for how things are.

It’s Not You, It’s Me

There’s loads of complex research that says, basically, that people who
speak different languages think
differently from those who don’t. They also might think differently across
their various languages. Complicated. Only, it’s not. We don’t all think the
same way, it’s that simple.

And, it’s impossible to understand how someone is thinking, especially
if you’ve just met them. So, when creating and rehearsing a corporate
presentation or talk, honest, direct feedback is an essential part of the
process. Whether or not people appreciate receiving such feedback, the process
always improves the outcome. Just circle back to the first point and take it
slow and respectful.

Assuming You All Share Experiences

Acknowledge that your experience and background are not universal. We
haven’t all had the same experiences, at all. Use phrasing such as, “I find
that…,”, “In my experience,” or “I hear that as a…” These structures
demonstrate that speakers and listeners have separate experiences. They remove any
form of judgement. Go on to suggest alternatives and ask, “How does that sound
to you?” The focus of your feedback remains on the message, and not on any
individual.

When Feedback Doesn’t Get Through

You have value to add, which is not being taken on board. In cases like
this, take some time to build trust with your colleagues. Some people think
asking questions disrespects authority. Ask and answer questions yourself until
others are comfortable participating. With a larger audience the same technique
works. With cross-cultural differences in mind, you can begin a Q&A session with phrasing like, “Some of you may be
wondering,” and then proceeding. You can also attribute a question to someone
not in the room. “My staff asked me…” and responding. By initially playing both
parts, you create a comfortable place for dialogue. Win-win.

Memory – A Funny Thing

Memory is very strange, and it’s tied
to language and what we understand when communicating with someone. Also,
consider all those true crime shows, witnesses to events often make the most
basic errors in recall. These both mean you can be misunderstood even by
engaged audiences, and, they might not remember what was happening in the same
way you do. Using recaps helps. “First I suggested… using the example of…etc.”
“We discussed next steps that included 1,2,3.” Recapping, or using confirming
statements, can highlight a misunderstanding quickly. Then, it can be cleared
up without offending any participant.

When All Else Fails

The goal of communication is to be understood, so the rule of putting the
audience first always applies. To be understood by multicultural audiences or
teams, use plain language, repetition, and illustrate points with examples.
Industry specific vocabulary, forex , securities, trading, payments , et cetera,
will be understood. It is often the less formal, more familiar, parts of speech
that give the impression of rudeness and lead to misunderstandings. Avoid
language specific idioms, cultural references, and jokes, you might be funny,
but you might not be funny to someone listening in their second or third
language. Keep it simple.

Finally, you may still fall into one of the inevitable cross-cultural
pitfalls. When that happens, accept responsibility, apologize if necessary, and
move on. Building a relationship with the listener(s) will ultimately cut
across cultural differences, and create shortcuts in your future communication.
And remember, it’s not about you, it’s about getting the message across.