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BRIDGING THE GAP
Managing Cultural Communications
Dr. Lorna Wright
Schulich School of Business
York University
Dr. Lorna Wright
Bridging the Gap
CULTURAL COLLISIONS
Because of:
• Language
•
Nonverbal Messages
•
Cultural Values
• Lack of Understanding of the
Organizational Culture
•
Negative stereotypes
Dr. Lorna Wright
Bridging the Gap
MANAGING CULTURAL
COLLISIONS
Ethnocentrism
“My Way”
Cultural
Synergy
Compromise
Assimilation
“Their Way”
Avoidance
Dr. Lorna Wright
Bridging the Gap
MANAGING CULTURAL
COLLISIONS
Ethnocentrism
“My Way”
Cultural
Synergy
Compromise
Assimilation
“Their Way”
Avoidance
Dr. Lorna Wright
Bridging the Gap
THE MCI MODEL
High Performance
MAP
COMMUNICATE
INTEGRATE
Understand
The
differences
Bridge
The
differences
Manage
The
differences
Value the differences
Source: Lane, Distefano & Maznevski (1997). International Management Behavior (3rd ed.).
Dr. Lorna Wright
Bridging the Gap
MANAGING
CULTURAL COLLISIONS
Stage
Time Horizon
Awareness
Tactical change
Strategic change
Immediate
Short term
Long term
Dr. Lorna Wright
Bridging the Gap
BARRIERS TO EFFECTIVE
COMMUNICATION
•
•
•
•
•
Perceptual screens
Judging others
Unclear semantics
Unspoken expectations
Wrong assumptions
Dr. Lorna Wright
Bridging the Gap
BARRIERS TO EFFECTIVE
COMMUNICATION
• Gender and cultural differences in
communication styles
• Cultural differences in time, space,
business practices
• Language barriers
• Lack of trust and openness
Dr. Lorna Wright
Bridging the Gap
PRECONDITIONS FOR EFFECTIVE
X-CULTURAL COMMUNICATION
Individual Requirements
• Motivation
• Confidence
• Perspective-Taking Ability (Empathy)
Dr. Lorna Wright
Bridging the Gap
PRECONDITIONS FOR EFFECTIVE
X-CULTURAL COMMUNICATION
Interpersonal Skills
• Finding common ground
• Explaining problems with respect to the
situation ( not blaming each other)
• Negotiating norms for interaction
Dr. Lorna Wright
Bridging the Gap
STEPS TO EFFECTIVE
COMMUNICATION
• Obtain information about yourself and
others
• Understand your intent, goal and
expectations
• Understand the person you are
communicating with
• Practice the message before sending it
Dr. Lorna Wright
Bridging the Gap
STEPS TO EFFECTIVE
COMMUNICATION
• Check with the receiver for understanding
and clarification of your message
• Ask for verification of desired outcomes
• Listen actively
• Give and receive feedback constructively
• Avoid hot buttons
Dr. Lorna Wright
Bridging the Gap
COMMUNICATION IN
ORGANIZATIONS
Remember:
• Hi tech also needs high touch
• Keep in touch with employees
• Set and communicate high standards
• Act quickly and firmly when standards are
violated
• Educate and reward effective multicultural
communication
Dr. Lorna Wright
Bridging the Gap
THE MCI MODEL REVISITED
High Performance
MAP
Understand
The
Differences
• Cultural Values
COMMUNICATE
Bridge
The
Differences
• Increasing
motivation &
Confidence
• Finding
Commonalities
• Decentering
without blame
INTEGRATE
Manage
The
Differences
• Building
participation
• Resolving
conflicts
• Building on
each other’s
ideas
Source: Lane, Distefano & Maznevski (1997). International Management Behavior (3rd ed.).
Dr. Lorna Wright
Bridging the Gap
Value the differences
KEY POINT
• Time spent on improving the
communication process is never
wasted. It is often more valuable than
time spent on the task.
Dr. Lorna Wright
Bridging the Gap
ONUS FOR ADAPTING TO DIFFERENCES IN ORGANIZATIONS
Is the situation in Canada?
NO
YES
Is the behaviour legal?
YES
NO
Is the behaviour
harmful to the goals
of the organization?
YES
They adapt
Are you interested in doing business there?
NO
YES
They adapt
You adapt
No adaption
necessary
NO
Is the behaviour beneficial to the goals of the organization?
YES
Is the behaviour acceptable to others?
YES
You adapt
NO
Is the behaviour irritating others?
YES
NO
Is the behaviour
violently unacceptable?
YES
NO
NO
Is the behaviour
important to the person?
YES
You adapt
NO
Institute C-C training;
They adapt
You adapt
Institute C-C training;
conflict resolution; Compromise/synergy
conflict resolution; Compromise/synergy
Dr. Lorna Wright
Bridging the Gap
L. Wright 1995