1. Communicating Across Cultures - OLC Session WBG Language and Culture Program Ruihua Dong

2. Which resonates most with you? 1 2 3 4

3. Objectives By the end of this session, you should be able to Describe your communication styles, comfort zone, and those of colleagues, business partners, and clients Identify the potential challenges in communicating with different cultural styles Apply BLINK model to effectively communicate in culturally rich and complicated business environment Have fun?

4. Case study: A Liar? On Prime Minister Sato's 1969 trip to Washington, President Nixon insisted that Japan exercise export restrain. Mr. Sato's classic reply, delivered with a heavenward glance, was, 'Zensho shimasu'. Literally translated as, 'I will do my best”. Nixon believed he had Mr. Sato’s agreement. When there was no practical follow-up, Nixon denounced Sato as a liar. -Raymond Cohen ( 1997 ). Negotiating Across Cultures. Washington, DC: U.S. Institute of Peace

5. Gaps of Communication What was the gap between Mr. Sato’s answer and Nixon’s interpretation of it?

6. DirectIndirect VerbalMeaning “inside” message1------2------3-----4------5------6------ 7 Meaning “outside” LanguagePrecise, explicit 1------2------3-----4------5------6------ 7 Ambiguous, vague ConfrontationFace-to-face 1------2------3-----4------5------6------ 7 Avoid, email GoalSpeak mind/share your need1------2------3-----4------5------6------ 7 Around the bush /hint for listeners to get it PersuasionReasoning & argument 1------2------3-----4------5------6------ 7Face work, relationship NonverbalShow emotions1------2------3-----4------5------6------ 7Disguise emotions Body language Expressive, loud, hand gestures 1------2------3-----4------5------6------ 7Reserved, low voice, less body movement Tolerance of silence Cannot tolerate silence in communication 1------2------3-----4------5------6------ 7Needs “pauses” before jumping in Using contextLow context1------2------3-----4------5------6------ 7High context Communication Style Map

7. Where would you put yourself on the dimension of confrontation? Language and Culture Program

8. Your Communication Challenge What is your top stress point for communication?

9. Religious Socio-economic Class Professional Educational Gender Generational Ethnic National collective (mental) programming inherited learned learned inherited Personality Basic Human Needs: Security, Fairness, Respect, Autonomy, Belonging Common to mankind Organizational Layers of culture programming

10. Cultural lenses / biases

11. What went wrong?

12. Name 1 major communication issue in this skit?

13. Shifting Perspectives Language and Culture Program

14. Shifting Perspectives

15. Your tip to solve the situation Write 1 tip you would give to help solve communication challenges.

16. The BLINK Model

17. Becoming Aware a. own style and those of colleagues’, team, clients and/or stakeholders’. c. unconscious biases and unwritten rules how people communicate. b. common challenges: NBC, BMW, behind back talking, blaming, and diminishing.

18. Listen- Ting a.Listen twice as much as we speak. “Hear out” instead of “figure out”. b. Listen between lines. Listen to your inner voices. It may not always be: “Say what you mean; mean what you say?” c. Watch/ observe nonverbal language (tones, gestures). d. Be vulnerable to listen to criticism and hear our ideas challenged.

19. Ting Language and Culture Program

20. Inquire a.Don’t assume; ask for clarification. Empathize and be open to differences. b. Spell out with explicit messages. “Do the needful”. c. Confirm understanding.

21. Naming Differences a.Share openly your comfort styles and stress points in communication. b.Name special challenges for you in different contexts and with different modes. c. Create safe environment to share, connect, and trust.

22. Keep Communicating a.Seek mutual understanding; engage heart-to-heart communication. b.Deep breathe and promise to come back to communication. c.Sincerely apologize and take responsibility whenever necessary.

23. The BLINK Model

24. Your Action Plan How would you apply the Communication Style Map and BLINK Model to change your behaviors and navigate your communication challenge(s)? Language and Culture Program

25. What are you thinking about … https://www.youtube.com/watch?v=VSdxqIBfEAw Language and Culture Program