HR on the Park Jan2012event

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At work all over the world

Crossing Cultures with Crossing Cultures with

ConfidenceConfidence ‘‘How to Maximise Performance’How to Maximise Performance’

Claire SnowdonClaire Snowdon

HR on the ParkHR on the Park

BrookStreet des RochesBrookStreet des Roches



How to maximise performance How to maximise performance

and be able to:and be able to:

• Develop effective cross-cultural business Develop effective cross-cultural business relationships.relationships.

• Communicate effectively with colleagues from Communicate effectively with colleagues from different cultural backgrounds.different cultural backgrounds.

• Get the best from your virtual team.Get the best from your virtual team.



"Seek to understand before seeking to be understood."

Augustine, 4th Century



The Importance of Cultural The Importance of Cultural AwarenessAwareness• Develop certain attitudes and skills so you can

interact effectively and in an acceptable way

• Awareness of issues and pitfalls can help avoid gaffes

• Create a positive impression

• Demonstrate sensitivity



Cultural QuizCultural QuizTrue or FalseTrue or False::

• If a negotiation in India gets heated because of different objectives, If a negotiation in India gets heated because of different objectives, avoid eye contact as it could be seen as aggressive and avoid eye contact as it could be seen as aggressive and disrespectful? disrespectful?

• Oral commitments can represent legally binding contracts in Oral commitments can represent legally binding contracts in Germany?Germany?

• Negotiators in Israel often use silence as a pressure tactic to obtain Negotiators in Israel often use silence as a pressure tactic to obtain further concessions? further concessions?

• Wearing gloves in Russia when shaking hands is considered polite?

• Contracts in Saudi Arabia are expected to include lots of detail and Contracts in Saudi Arabia are expected to include lots of detail and therefore take a long time to create and agree on?therefore take a long time to create and agree on?

• Negotiations in China are best conducted on a one-on-one basis Negotiations in China are best conducted on a one-on-one basis since people generally prefer getting to know you well?since people generally prefer getting to know you well?

• Americans have an obsession and segmentation of time?Americans have an obsession and segmentation of time?



Cultural QuizCultural QuizTrue or FalseTrue or False::

• If a negotiation in India gets heated because of different objectives, avoid eye If a negotiation in India gets heated because of different objectives, avoid eye contact as it could be seen as aggressive and disrespectful?contact as it could be seen as aggressive and disrespectful? FALSE FALSE

• Oral commitments can represent legally binding contracts in GermanyOral commitments can represent legally binding contracts in Germany? ? TRUETRUE

• Negotiators in Israel often use silence as a pressure tactic to obtain further Negotiators in Israel often use silence as a pressure tactic to obtain further concessions?concessions? FALSE FALSE

• Wearing gloves in Russia when shaking hands is considered polite? FALSE

• Contracts in Saudi Arabia are expected to include lots of detail and therefore Contracts in Saudi Arabia are expected to include lots of detail and therefore take a long time to create and agree on?take a long time to create and agree on? FALSE FALSE

• Negotiations in China are best conducted on a one-on-one basis since people Negotiations in China are best conducted on a one-on-one basis since people generally prefer getting to know you well?generally prefer getting to know you well? FALSE FALSE

• Americans have an obsession and segmentation of time?Americans have an obsession and segmentation of time? TRUE TRUE



‘‘2011 Global Relocation Trends’2011 Global Relocation Trends’When International assignees leave the companyWhen International assignees leave the company• 22% during assignment22% during assignment • 28% within 1 year of returning 28% within 1 year of returning • 24% within 2 years of returning24% within 2 years of returning• 26% after 2 years 26% after 2 years

Reasons for early assignment returnReasons for early assignment return• Family concernsFamily concerns• Accept a new position in companyAccept a new position in company• Complete assignment earlyComplete assignment early• Cultural adjustment challengesCultural adjustment challenges• Career concernsCareer concerns• Security concernsSecurity concerns

Top 6 most difficult assignment locationsTop 6 most difficult assignment locations • China China • India India • Russia Russia • BrazilBrazil• USA USA • UK UK (Also top 3 countries cited with the highest assignment failures)(Also top 3 countries cited with the highest assignment failures)

2011 expat global data survey - Brookfield Global Relocation Services2011 expat global data survey - Brookfield Global Relocation Services



History of Intercultural AwarenessHistory of Intercultural AwarenessHistory:History:• 1950-60 – British Life and Institutions1950-60 – British Life and Institutions• 1970-80 – Cultural Studies1970-80 – Cultural Studies• 1990 – Cross-cultural communication1990 – Cross-cultural communication• 21st Century Intercultural Awareness/Intercultural Working21st Century Intercultural Awareness/Intercultural Working

5 Key thinkers:5 Key thinkers:• E T HallE T Hall• Geert HofstedeGeert Hofstede• Fons TrompenaarsFons Trompenaars• John MoleJohn Mole• Richards D LewisRichards D Lewis

What is culture?What is culture? ‘Collective programming of the mind’ (Geert ‘Collective programming of the mind’ (Geert Hofstede)Hofstede)



Voice

Appearance

Body Language

Behaviour

Attitude

Values

Beliefs

Motivators

Drivers

Standards

Shocks

Surprises

Exceptional Behaviour

We need to know something about all 3 zones to safely navigate these cultural icebergs

The The IcebergIceberg



Cultural DifferencesCultural DifferencesWhat Is Culture - What Is Culture - The customs, beliefs, art and all other products of human thought The customs, beliefs, art and all other products of human thought

mademade by a particular group of people at a particular time.by a particular group of people at a particular time.

Cross-cultural differences:Cross-cultural differences:• languagelanguage• etiquetteetiquette• non-verbal communication non-verbal communication • norms and values norms and values

Examples:Examples:• GreetingsGreetings• Communication Style Communication Style • Personal spacePersonal space• Eye contactEye contact• Views of timeViews of time• GesturesGestures• Taboos Taboos



Intercultural TrainingIntercultural Training

• Be aware of your own cultureBe aware of your own culture

• Learn about others culture and preferencesLearn about others culture and preferences

• Understand & adapt your style to work with othersUnderstand & adapt your style to work with others



Cultural DimensionsCultural Dimensions

• Time spansTime spans• Use of timeUse of time• FateFate• RulesRules• PowerPower• ResponsibilityResponsibility• Group membershipGroup membership• TasksTasks• CommunicationCommunication• ConflictConflict• Problem solvingProblem solving• SpaceSpace







What is a Virtual Team?What is a Virtual Team?

•A virtual team (also known as geographically A virtual team (also known as geographically dispersed teams or GDT) is a group of individuals dispersed teams or GDT) is a group of individuals who work across time, space and organizational who work across time, space and organizational boundaries with links strengthened by webs of boundaries with links strengthened by webs of communication technology.communication technology.

•Groups of geographically, organizationally and/or Groups of geographically, organizationally and/or time dispersed workers brought together by time dispersed workers brought together by information and telecommunications technologies information and telecommunications technologies to accomplish one or more organizational tasks.to accomplish one or more organizational tasks.



ClimateClimateCohesion is far more important than co-locationCohesion is far more important than co-location

ProcessProcessThe need to clearly define roles and accountabilityThe need to clearly define roles and accountability

FocusFocusA shared vision understood by all team membersA shared vision understood by all team members

FlowFlowA virtual environment should support relationship developmentA virtual environment should support relationship development

Virtual Team Virtual Team EffectivenessEffectiveness



Communication in Virtual TeamsCommunication in Virtual Teams(Building trust remotely)(Building trust remotely)

People

Fact

FuturePast

Like to tell their storyAbout people and the past

Like details

Love collaboration/interactionDo not like email

About peopleWant to be involved

Not quiet

FastWant a Results focus

Want a summary/short callFacts + Data = Painful

Come at problems from the pastWill give facts and numbers

AnalyticalLike emails

Quiet



Conflict in Virtual TeamsConflict in Virtual Teams

The awareness by various parties of the differences, discrepancies, The awareness by various parties of the differences, discrepancies,

incompatible wishes or irreconcilable desires of the group incompatible wishes or irreconcilable desires of the group members.members.

A willingness of group members to deal with conflict is likely to A willingness of group members to deal with conflict is likely to havehave

bearing on the performance of the team.bearing on the performance of the team.

There are 2 types of team conflict:There are 2 types of team conflict:

•Issue based (Issue based (tasktask))

•Interpersonal (Interpersonal (affectiveaffective))



Conflict Management Styles:Conflict Management Styles:

•Avoidance:Avoidance: Absence of an attempt to resolve team conflict. Absence of an attempt to resolve team conflict.

•Accommodating: Accommodating: Focus on areas of agreement.Focus on areas of agreement.

•Competitive: Competitive: Members enforce their view on others.Members enforce their view on others.

•Compromise: Compromise: Finding a middle ground or common solution that Finding a middle ground or common solution that addresses addresses everyone’s interest. everyone’s interest.

•Collaborative: Collaborative: Integrating the views of all involved. Integrating the views of all involved. **



ExpatsExpatsInbound – Oxfordshire/Thames ValleyInbound – Oxfordshire/Thames ValleyOutbound – China/Hong Kong/India/Sri LankaOutbound – China/Hong Kong/India/Sri Lanka

ServicesServices::• Visa support Visa support • Tax supportTax support• Home searchHome search• Cross cultural training - online and face to face, psychometric test and Cross cultural training - online and face to face, psychometric test and

coaching.coaching.• Country orientation - includes: cultural briefing/business Country orientation - includes: cultural briefing/business

culture/security/safety…culture/security/safety…• Language trainingLanguage training• Legal ServicesLegal Services• Culture Guides – China, Hong Kong, Macau, Sri Lanka, IndiaCulture Guides – China, Hong Kong, Macau, Sri Lanka, India



TeamsTeamsBespoke training programs created for different team situationsBespoke training programs created for different team situations ::

• Cross-culturalCross-cultural: Global business working across borders, countries : Global business working across borders, countries and cultures. and cultures.

• MulticulturalMulticultural: Team members brought together in one location for : Team members brought together in one location for short/long term projects.short/long term projects.

• VirtualVirtual: A group of geographically dispersed people relying on : A group of geographically dispersed people relying on information and communications technology to communicate and information and communications technology to communicate and work towards a common goal.work towards a common goal.

Programs can be delivered both face to face and online.Programs can be delivered both face to face and online.Psychometric testing and cultural profile review is the foundationPsychometric testing and cultural profile review is the foundationof these programs.of these programs.The basis of all these programs is cultural and communication know-The basis of all these programs is cultural and communication know-

how.how.



Business TripsBusiness TripsCultural BriefingsCultural Briefings::

• The countryThe country• Culture in contextCulture in context• Business cultureBusiness culture• TravelTravel• LegalLegal• MedicalMedical• Security and safetySecurity and safety

Cross-cultural trainingCross-cultural training::

• Online – psychometric test and coachingOnline – psychometric test and coaching• Face to face – bespoke programsFace to face – bespoke programs



ClientsClients

Documents

HR on the Park Jan2012event