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Resolving Intercultural Conflict
By understanding Intercultural Conflict
styles.
MarieGervais,PhD.,CEOShi3ManagementInc.
CULTURAL CONFLICT
STYLES
CONFLICT RESOLUTION
PROCESS
SOURCES OF INFLUENCE
USING PUSH AND PULL
STRATEGIES
• Discussion • Engagement • Accommodati
on • Dynamic
• Seek to understand
• Be aware of your own feelings
• Look for clues • Respond to the
clue • Negotiate • Resolve
Terry Bacon’s list of sources of influence
Country comparisons
Comparing your
responses to “typical”
Canadian responses
Cultural Conflict Styles – DISCUSSION
Culture/Country
Preferredresolu0onstyle
Culturalvalue Preferencefor Distrustof
Western:WhiteNorthAmericans,NorthernEuropeans,NewZealanders
Discussion DirectnessLowcontextverbalcommuni-caIon
LowemoIonwithdiscussiondirectlywithconflicIngparIes
EmoIonaldisplayconsidereddangerousorunhelpful
Cultural Conflict Styles - ENGAGEMENT
Culture/Country
Preferredresolu0onstyle
Culturalvalue Preferencefor Distrustof
African-American,CentralandSouthAmerican,SouthernEuropean,Russian,Israeli
Engagement VerbalcommunicaIonwithmoreintensity
HighemoIonwithmuchdiscussiondirectlywithconflicIngparIes
LowemoIonconsideredinsincereanduncommiPed
Cultural Conflict Styles - ACCOMMODATION
Culture/Country
Preferredresolu0onstyle
Culturalvalue
Preferencefor Distrustof
Asian:Chinese,Japanese,Thai,Indonesian,Malaysian,NaIveNorthAmerican,SomeLaInCountries:Mexico&Peru
AccommodaIon ControlofemoIons,superficialharmony
Ambiguousspeech
EmoIonaldisplayconsideredinappropriate
Cultural Conflict Styles - DYNAMIC
Culture/Country
Preferredresolu0onstyle
Culturalvalue Preferencefor Distrustof
MiddleEastern,ArabicandsomeAfricancountries
Dynamic IndirectbutemoIonallyintense
Story,hyperbole,useofintermediarieswhoexpressconflictbetweentwoparIes
DirectcommunicaIonconsideredrude
Story examples – Sonoma and Jasmine
SonamaandJasminehavebeengossipingtogetherintheirlanguageduringlunch.WhenotherscomeintothelunchroomtheyconInuetotalkintheirlanguage.Ameliafeelsuncomfortablecomingintothelunchroomwhentheyaretogetherandonedayshesaysinaloudvoice,“Whydon’tyoutwospeakEnglish?”Shestandsclosetothetwowomenandglares.Whentheydonotsayanythingshesays,“Youdon’tcareenoughtoanswermedoyou?”Surprisedandfrightened,bothwomenlookdownandsaynothing.
Lunchroommisunderstanding
Story examples -Sonoma and Jasmine
SonomaandJasmineareshowingwhichculturalconflictstyles?Ameliaisshowingwhichculturalconflictstyles?Howcouldtheysolvethisproblem?
Lunchroommisunderstanding
Story examples -Sonoma and Jasmine
SonomaandJasmineareshowingwhichculturalconflictstyles?Answer:indirect,lowemoIon,highharmonyAmeliaisshowingwhichculturalconflictstyles?Answer:direct,highemoIon
Lunchroommisunderstanding
Story examples - Sonoma and Jasmine
Makinganefforttoadjusttodifferentstyles:SonomaandJasminecouldtellAmeliathatintheircountry,peopledonotconfronteachotherdirectly.Ameliacouldsitdownatthetableinsteadofstandingupwhenshetalkstothem.Inacalmvoiceshecouldexplainthatshefeelsexcludedwhenshehearsthemspeakingintheirownlanguage.IfAmeliacouldasktolearnafewwordsinSonomaandJasmine’slanguage,thiswouldhelppreservetherelaIonshipandresettheirsenseoflostharmony.
Lunchroommisunderstanding
Story examples – Lual and friends
Lualandhisfriendscometoworktogetherbutworkindifferentdepartments.Theystandoutsidethemaindoortojokeandchattogetherbeforeworkinthemorning.SomeImestheytalkheatedlyaboutthepoliIcalsituaIonbackhome.OneoftherecepIonistscomplainedtothehumanresourcesdepartmentthatLualandhisfriendsarealwaysarguinganditlooksbadtoclientstoseeandhearthatwhentheyenterthebuilding.
Aretheyarearguingorjusttalking?
Story examples – Lual and friends
Lualandfriendsareshowingwhichculturalconflictstyle?TherecepIonistisshowingwhichculturalconflictstyle?Howcouldtheysolvethisproblem?
Aretheyarearguingorjusttalking?
Story examples – Lual and friends
Lualandfriendsareshowingwhichculturalconflictstyle?Answer:highemoIon,directTherecepIonistisshowingwhichculturalconflictstyle?Answer:lowemoIon,indirectHowcouldtheysolvethisproblem?
Aretheyarearguingorjusttalking?
Story examples – Lual and friends
Makinganefforttoadjusttodifferentstyles:TherecepIonistcouldaskLualwhatheandhisfriendsgetsoexcitedaboutwhentheytalktogetherinthemornings.IntheconversaIontheymightlearnafewthingsabouteachother.TherecepIonistcouldexplainthattheofficeisquietandclientsmightthinktheyoungmenwereinafight.LualandhisfriendscouldlookforameeIngspotwheretheycouldfeelrelaxedandnotworryaboutothersmisunderstandingthem.
Aretheyarearguingorjusttalking?
Story examples – Vijay and Sonny
VijayandSonnyshareanoffice.OneofVijay’smaleco-workerscametoseeSonnytosaythatVijaywasveryupsetaboutthewaySonnyjokedaboutthecompany’sdistrictmanager.SonnywassurprisedandtoldthecoworkerthathewouldspeaktoVijayaboutithimself.WhenhetriedtobringitupwithVijayshewouldnotdiscusstheissuewithhim.
Ajokeaboutmanagement
Story examples – Vijay and Sonny
VijayisshowingwhatculturalconflictresoluIonstyle?SonnyisshowingwhatculturalconflictresoluIonstyle?Howcouldtheysolvethisproblem?
Ajokeaboutmanagement
Story examples – Vijay and Sonny
VijayisshowingwhatculturalconflictresoluIonstyle?Answer:indirect,thirdpartySonnyisshowingwhatculturalconflictresoluIonstyle?Answer:direct
Ajokeaboutmanagement
Story examples – Vijay and Sonny
Makinganefforttoadjusttodifferentstyles:Sonnycouldspeakwiththemaleco-workerandexplainhispointofview,askingthatthediscussionremainconfidenIalbetweenthethreeofthem.Vijaycouldaskthemaleco-workertobepresentsothatshefeelsmorecomfortablespeakingabouttheissuewithSonny.
Ajokeaboutmanagement
Story examples – CONCLUSION
Concludingcomments:Learningtoworkwithculturallydifferentconflictstylesisnoteasy.YoucanbuildtrustandimproveworkplacecommunicaIonbybeingawareofthesedifferencesandwillingtomakeafewadjustmentstotheotherperson’sstyle.
ANOTEABOUTWILLINGNESSTOSOLVETHEISSUE…
RECAP
FOUR CULTURAL STYLES:
DISCUSSION
ENGAGEMENT
ACCOMMODATION
DYNAMIC
CULTURAL CONFLICT
STYLES
CONFLICT RESOLUTION
PROCESS
SOURCES OF INFLUENCE
USING PUSH AND PULL
STRATEGIES
• Discussion • Engagement • Accommoda
tion • Dynamic
• Seek to understand
• Be aware of your own feelings
• Look for clues • Respond to the
clue • Negotiate • Resolve
Terry Bacon’s list of sources of influence
Country comparisons
Comparing your
responses to “typical”
Canadian responses
COMPLETED
CONFLICT RESOLUTION PROCESS
GUIDINGPRINCIPLES:1. SEEKTOUNDERSTAND,NOTTOBEUNDERSTOOD
ASK:• WHATAREMYASSUMPTIONS?• WHATAMIMISSING?• WHATQUESTIONSCOULDIASKTOBETTERUNDERSTANDTHESITUATION?
CONFLICT RESOLUTION PROCESS
GUIDINGPRINCIPLES:2.BEAWAREOFYOUROWNFEELINGS
ASK:• WHATISMYBODYTELLINGMENOWINTERMSOFSTRESSREACTION?
• HOWDOIFEEL?• HOWCANIPRACTICEMINDFULNESSTOFOCUS?
CONFLICT RESOLUTION PROCESS
GUIDINGPRINCIPLES:3.LOOKFORCLUESANDEXPERIMENT
ASK:• WHATCULTURALSTYLESCOULDBEINOPERATION?• HOWCOULDITESTMYINTERPRETATION?• WHATWILLIDOIFMYINTERPRETATIONISWRONG?
CONFLICT RESOLUTION PROCESS
GUIDINGPRINCIPLES:4.NEGOTIATE
ASK:• WHATCOULDADDRESSTHEROOTISSUES?• HOWCANIHELPSOLVETHISWITHOUTCAUSINGLOSSOFFACE?
• WHATCANIASKTHATWOULDHELPMEBRINGUNDERSTANDINGTOTHISSITUATION?
CONFLICT RESOLUTION PROCESS
GUIDINGPRINCIPLES:5.HIGHSTANDARDOFRESOLUTION,PATIENCEWITHTHEPROCESS
ASK:• HOWDEEPARETHEFEELINGSINTHIS?• WHATKINDSOFFOLLOWUPACTIONSWOULDPROOVEMYGOODWILL?
• HOWWILLIKNOWITISRESOLVED?
RECAP
CONFLICT RESOLUTION PROCESS:
1. SEEKTOUNDERSTAND,NOTTOBEUNDERSTOOD2. BEAWAREOFYOUROWNFEELINGS3.LOOKFORCLUESANDEXPERIMENT4.NEGOTIATE5.HIGHSTANDARDOFRESOLUTION,PATIENCEWITHTHEPROCESS
CULTURAL CONFLICT
STYLES
CONFLICT RESOLUTION
PROCESS
SOURCES OF INFLUENCE
USING PUSH AND PULL
STRATEGIES
• Discussion • Engagement • Accommoda
tion • Dynamic
• Seek to understand
• Be aware of your own feelings
• Look for clues • Respond to the
clue • Negotiate • Resolve
Terry Bacon’s list of sources of influence
Country comparisons
Comparing your
responses to “typical”
Canadian responses
COMPLETED COMPLETED
SOURCES OF INFLUENCE
PUSHSTRATEGIES PULLSTRATEGIES
LOGICALPERSUASION SOCIALIZING,NETWORKING
STATING APPEALTORELATIONSHIP
LEGITIMIZING REPUTATIONANDCHARACTER
RULESANDREGULATIONS ATTRACTION
APPEALTOAUTHORITY BUILDINGALLIANCES
SOURCES OF INFLUENCE – COUNTRY INDIA
PeopleinIndiauselogicalpersuadingandsta0ng,followedbyconsulIng,socializing,andappealingtorelaIonship.
SOURCES OF INFLUENCE – COUNTRY INDIA
Indiansusesocializingsignificantlylessfrequentlythantheglobalnorm.Theyexcelatsocializingandformingcommonbonds,butitisnottheirpreferredmethodofinfluencing.
SOURCES OF INFLUENCE – COUNTRY INDIA
Indiansuselegi0mizingandalliancebuildingsignificantlymoreo\enthantheglobalnorm.ItiscommontoformorjoinalliancesinanaPempttoinfluencesomeoneelse,andtheyareconsiderablymorepronetoappealtoauthority.
SOURCES OF INFLUENCE – COUNTRY INDIA
TheirhigheruseoflegiImizing,combinedwithlogicalpersuadingandstaIng(theirtwomost-usedtechniques),meansthattheyfavourthepushinfluenceapproachesratherthanthepullapproaches.
SOURCES OF INFLUENCE – COUNTRY INDIA
ToinfluenceeffecIvelyinthisculture,uselogicalpersuadingasyourtechniqueofchoice.Indiansarehighlyskilledatthistechniqueandwilllikelychallengeyouwiththeirownlogicalreasoningifyouarenotpersuasiveenough.
SOURCES OF INFLUENCE – COUNTRY CANADA
Canadiansusethepowerinfluencetoolsinthisorderoffrequency:logicalpersuading,thensocializing,appealingtorela0onship,consul0ng,andsta0ng.Itisnoteworthythattheyusesocializingandappealingtorela0onshipsignificantlymoreo\enthantheglobalnorm.
SOURCES OF INFLUENCE – COUNTRY CANADA
CanadiansaremoreeffecIveatthesetwotechniquesthanthenorm,whichimpliesthattheyhavedevelopedgreaterskillinusingthem.Canadiansalsousealliancebuilding,legi0mizing,andappealingtovaluesmoreo\enthantheglobalnorm.
SOURCES OF INFLUENCE – COUNTRY CANADA
CanadianshavesignificantlyhigherraIngsforthepowersourcesofaPracIon,history,andexpressiveness—whichareallpersonalpowersources—andlowerraIngsformostoftheorganizaIonalpowersources.Canadiansplacegreateremphasisonpersonalquali0esthanorganiza0onalroles.
SOURCES OF INFLUENCE – COUNTRY CANADA
ToinfluenceeffecIvelyinCanada,youshouldfocusmoreonpeoplethanposiIon.RelaIonshipsmaPergreatly,andsocializingwillbemoreacceptedandexpectedinthisculturethaninmanyothers.
SOURCES OF INFLUENCE – COUNTRY CANADA
Canadianswilluselogicalpersuadingasafirstchoiceininfluencing,buttheyusetheaskinginfluencestrategiesnearlyasmuch,andtheyuseconsulIngmorefrequentlythanthenorm.Canadianswanttobeengaged,sosocialize,askques0ons,andinvolvetheminthesolu0on.
SOURCES OF INFLUENCE – COUNTRY CANADA
BeginaconversaIonwithlogicandfacts,whilepayingaPenIontotherelaIonshipsandfindingwaystodrawlistenersin.AssociatevalueswiththepointyouaretryingtomakeandinvitethelistenersintotheconversaIontocontributeopinions,socializeandoffersoluIons.
SOURCES OF INFLUENCE – COUNTRY CANADA
Usemostlypullstrategiestowinpeopleover,thenpushforlogicalpersuasionandpullagaintoengagethelistenersinconsultaIon.
RECAP
INDIA/CANADA COMPARISION
INDIAPUSHFIRST:LogicalpersuasionStaIngChallengePULLSECOND:ConsulIng,socializing,andappealingtorelaIonship.ALSOIMPORTANT:JoinalliancesAppealtoauthority
CANADAPUSHFIRST:LogicalpersuasionStaIngPULLATTHESAMETIME:SocializeAppealtorelaIonshipAppealtovaluesConsultAskquesIonsandengagethelistener
CULTURAL CONFLICT
STYLES
CONFLICT RESOLUTION
PROCESS
SOURCES OF INFLUENCE
USING PUSH AND PULL
STRATEGIES
• Discussion • Engagement • Accommoda
tion • Dynamic
• Seek to understand
• Be aware of your own feelings
• Look for clues • Respond to the
clue • Negotiate • Resolve
Terry Bacon’s list of sources of influence
Country comparisons
Comparing your
responses to “typical”
Canadian responses
COMPLETED COMPLETED COMPLETED
STORIES – USING PUSH AND PULL
GizelahasjuststartedherfirstCanadianjob.ThejobismuchmorejuniorthanposiIonssheheldinPoland.Sheisembarrassedbecause,thoughtheposiIonshouldbeeasy,thereareitemsonherjobdescripIonandtasklistthatmakenosensetoher.Sheisunsurewhatismostimportanttostarton.WhatshouldGizelado?
STORIES – USING PUSH AND PULL
1. Watchothersandlisten,eventuallyshewillfigureitoutbyobservingothersaroundher.
2. Dothethingssheknowshowtodoandfindwaystoavoidwhatsheisn’tsureabout,atleastfornow.
3. Takethelisttoacolleagueandaskhowtobeginworkingonthelist.
4. GotohermanagerandaskforguidanceonhowtoprioriIzeandclarifythingsshedoesn’tunderstand.
STORIES – USING PUSH AND PULL
WHATDIDYOUDECIDE?Areyouusingmorepushorpullstrategiesinthis?
STORIES – USING PUSH AND PULL
Canadiananswer:4.GizelaisnewandshouldgotohermanagerfirstwithherquesIons.InCanadayouarenotexpectedtoknowwhattodowithanynewjob,nomaPeryourpreviousexperience.Itistheexpectedprotocoltoclarifythingswithyourmanager,especiallyinthebeginning.Speakingtoacolleaguewouldbethenextstepbutonlya3erhavingspeakingwithyourimmediatesupervisor.
STORIES – USING PUSH AND PULL
HOW“CANADIAN”WASYOURRESPONSE?
STORIES – USING PUSH AND PULL
ZaynabwasregularlycalledtobepartofteammeeIngsinwhichaspectsofjointfinancialanalysisprojectswerediscussed.SmallgroupmeeIngswereinImidaIngforher.Oneofhercolleaguessaid,“Zaynabwhydon’tyouparIcipateintheteammeeIngs?Youshouldbeprovidingyourinput,sincenobodyelsedoesyourjobhere.”WhatshouldZaynabdo?
STORIES – USING PUSH AND PULL
1. Tryhardertojumpintotheteamdiscussion.Itwillgeteasierthemoreshedoesit.
2. AskforthemeeIngagendaaheadofImeandpreparesomecomments.
3. Asthediscussiondevelops,lookforplacesinhernoteswhereshecouldmakeacontribuIon.ThenraiseherhandunIlsheisaskedtospeak.
4. TalktohermanageraboutthemeeIngsandsaysheisreallyuncomfortableparIcipaIng.AskthemanagerforsomeIps.
STORIES – CHOOSE AND COMPARE
WHATDIDYOUDECIDE?Areyouusingmorepushorpullstrategiesinthis?
STORIES – CHOOSE AND COMPARE
Canadiananswer:2.AskingfortheagendainadvanceistheeasiestwayforZaynabtobegintoincreasehercomfortlevelwithspeakinginthegroupinEnglish.Butagain,alltheseanswersarepossibiliIes.RaisingyourhandisnotusuallythegroupprotocolduringsmallmeeIngs.InlargermeeIngswithafacilitatororidenIfiedchairperson,peoplewillcatchthatperson’seye,raiseahandunIlheorshenods,thenwaittheirturn.
STORIES – USING PUSH AND PULL
HOW“CANADIAN”WASYOURRESPONSE?
RECAP
NEGOTIATING WITH DIFFERENT PUSH AND PULL STRATEGIES
THECHOICESWEMAKEAREUSUALLYBASEDONOURCULTURALPREFERENCESWHETHERWEAREAWAREOFITORNOT.WEDEFAULTTOWHATWEWERESOCIALIZEDTOBELIEVEISTHE“BEST”WAYTONEGOTIATE
TOIMPROVECULTURALCONFLICTNEGOTIATIONREPERTOIRECONSIDERVARYINGYOURPUSHANDPULLSTRATEGIESANDWATCHINGTHERESULTS.NEXTISAUSEFULSELF-ASSESSMENTTOOLFOREVALUATINGOUREXPERIMENTS…
STORIES – SELF-ASSESSMENT TOOL
CULTURAL CONFLICT
STYLES
CONFLICT RESOLUTION
PROCESS
SOURCES OF INFLUENCE
USING PUSH AND PULL
STRATEGIES
• Discussion • Engagement • Accommoda
tion • Dynamic
• Seek to understand
• Be aware of your own feelings
• Look for clues • Respond to the
clue • Negotiate • Resolve
Terry Bacon’s list of sources of influence
Country comparisons
Comparing your
responses to “typical”
Canadian responses
COMPLETED COMPLETED COMPLETED COMPLETED
