Cross Cultural Relations and Communications Participant Handouts

1. Cross Cultural Relations and Communications Participant Handouts Staff Faculty Session September 2014

2. Cross Cultural Relations and Communications Faculty Session September 2014

3. Workshop Objectives:

4. Visualization Exercises: Imagine… • Imagine that you have just arrived at ISU from country “X” or US community “X”. • Consider how you experienced your first “different people” encounters. • Describe your first impressions of food, smells, ISU campus; and meeting faculty, staff and your roommate. • How is the classroom experience different here vs. where you came from? • Take a few minutes to • What remains your greatest challenge?

5. Understanding Culture One’s own culture provides the “lens” through which we view the world; the “logic” by which we order it; the “grammar” by which it makes sense. Avruch and Black, anthropologists

6. Cultures Are…. • Invisible to its members • Much is below the surface • Dynamic • Heterogeneous • Often overlap and intersect, e.g., university and national • Individuals within cultures differ

7. Rate Yourself! Cultural Humility, Awareness and Competence 1 4 5 2 3

8. The Biggest Practical Challenges For Cross-Cultural Teams Use of Time Power Distance Endless Debates Consensus vs. Action; Who decides when to stop Attitude towards hierarchy/authority Attitude towards deadlines, timelines, etc. Language Loyalty Work/Life Balance Work hours, flexibility, sacrifice Trouble with accents, fluency, meaning Towards company, region, division, compatriots, or self? Micro-managing Over-analyzing Feedback Theory or fact?Attitude towards risk Truth or diplomacy?Group or personal? Leadership styles, individual autonomy Decisions/No Decisions How do we decide? What constitutes commitment? Sources: FWI, Hall, TMA World

9. Worldview is… “Worldview” is: the comprehensive set of beliefs, knowledge, values, assumptions, attitudes, and opinions that serve as alensthrough which a particular social group sees, interprets, and makes sense of the world in which it lives.

10. Culture Shock: Why? Three basic explanations: • Loss of familiar cues • Breakdown of interpersonal communication • Identity crisis • Loss of control

11. Culture Shock: Signs You Need to Be Able to Recognize Manifestations: • Extreme homesickness • Avoiding social situations • Physical complaints and sleep difficulties • Difficulty with coursework • Inability to concentrate • Becoming angry over minor irritations significant • Nervousness or exhaustion How can you help?

12. Changes International Students Face • Climate • Physical and emotional impacts • Doing without • “They don’t have that here” • “I can’t do that here” • Loss of routines • Time and energy goes to handling basic tasks you normally don’t think about • Getting around • Figuring out what’s where and how to get there • Unfamiliar faces • Interacting with people they don’t know without the support of people they know How can you help?

13. Alleviating Culture Shock: Your Role • Be alert for any signs of culture shock, such as, flashes of anger minor frustrations, and excessive sleepiness, unexplained crying, change is an appetite, withdrawal, even depression • Language caveats: • Avoid any expressions like “touching base”, “coming out of left field”, “put your John Hancock on it” • Enunciate words clearly and allow a pause at the end of a thought • Can fully explain class from routines to newcomers • Help students connect to activities that might interest them outside of the classroom • Encourage students to find all forms support groups with other students who may be at the same point and culture shock • Periodically remind students how to get help and feelings of homesickness become overwhelming • Teach and model conflict resolution skills so that when difficult real life situations occur they will have tools to react and in a healthy way Diagram is used by permission from Duane Elmer's Cross-Cultural Connections (Downers Grove: InterVarsity Press, 2002), 72).

14. Intercultural Hot Buttons That Block Communication Discussion Questions • What are your typical reactions when you meet this situation? • How does this affect how you interact with that person/group? • What might be the cultural meaning of each of these behaviors? • What have you done to overcome the negative aspects of your reactions?

15. Intercultural “Hooks” That Block Communication • Individually, circle THREE of the social/business behaviors below that you find difficult or challenging.  Rank them from 1 (most) - 3 (least). • 1. Time boundaries and just “going with the flow” • 2. Talking around the subject and arguing in a circular way • 3. Believing you have a “yes” decision and being asked to revisit the idea • 4. Deferring to the person in the most senior position for most decisions • 5. Not showing up on time for a class/meeting • 6. Making small talk and not getting to the point • 7. Trying many things quickly and then fixing what did not work • 8. Getting right down to business/task without building a relationship • 9. Avoiding eye contact • 10. Not directly saying what you mean • 11. Making blunt, direct statements without worrying about sensitivities of other person • 12. Asking personal questions • 13. Standing very close when talking • 14. Refusing to shake your hand • 15. Putting individual needs before the group’s needs • 16. Insisting on explaining the theoretical background of an idea

16. Responding to a Cross-Cultural Dilemma What are the cultural differences at work in the situation? 1. RECOGNIZE the What is their impact on relevant business activities, e.g., coordinating, decision making, organizing, planning, presenting? 2. IMPACT of cultural differences What is the best option for moving forward most effectively, e.g., accommodate to differences, assimilate, blend? 3. STRATEGIZE with local What specifically should be done in the situation, e.g., focus on task or focus on relationships, communicating directly or indirectly? 4. KNOW-HOW to get best results

17. The Three “P’s” for WorkingIn a Cross-Cultural Environment

18. Micro-Affirmations & Micro-Inequities 1. What are Micro-Messages? Micro-messages are small, sometimes unspoken, and often unconscious messages that are constantly sent and received that have a powerful impact on our interactions with others. Micro-messages can be either positive or negative. Micro-messages can be human encounters and/or environmental in nature. 2. What are Micro-Affirmations? Micro-affirmations are micro-messages that convey inclusion, respect, trust and a genuine willingness to see others succeed. Micro-affirmations may lead to a more productive and efficient work environment where all members feel valued and enjoy the work they do. 3. What are Micro-Inequities? Micro-inequities are negative micro-messages that have a huge impact on organizations. Micro-inequities are small events, subtle acts of disrespect, which are often hard to prove, covert and often unintentional, but may lead to the perception of discrimination or harassment. Micro-inequities are frequently unrecognized by the perpetrator. 4. When do Micro-Inequities occur? Micro-inequities occur wherever people perceive that they are receiving differential treatment based on some aspect of their diversity. For example: • a rolling of the “eyes” or “sighing” when someone considered “different” is speaking • a manager walks down the hall and doesn’t acknowledge coworkers or subordinates • a staff person, usually someone of difference, shares an idea and no one responds. The same idea is repeated by someone else and everyone acknowledges • not paying attention in meetings when a certain person is sharing an idea • exclusion of environmental factors (decorations, literature, artwork, etc.) that represents a certain group

19. Micro-Affirmations & Micro-Inequities

20. Global Examples of Micro-Inequities: Words, Actions, Gestures, Tone, Snubs • Introducing one colleague with glowing accolades, the other with just a name • Pecking away at a smart phone while someone is trying to have an important conversation • Excluding someone from socializing opportunities • Taking credit for someone else’s work or idea • Cutting off a colleague in mid-sentence • Repeatedly canceling meetings on someone • Omitting someone from an important e-mail/communication • Using acronyms that others do not understand • Exhibiting impatience because of a colleague’s accent • Speaking too fast and not enunciating with someone in a language that is not his/her primary language • Expecting others to accommodate your time zone

21. Micro-Affirmations: Small Behaviors That Create Inclusion • Actively Listen: Being attentive to the speaker enhances the quality of their message. • Draw in Participation: When addressing a group, send messages that encourage participation from everyone. • Monitor Personal Greeting: Be sensitive to how you greet someone with whom you have a close relationship in the presence of others. • Respond Constructively to Differences: When responding to someone's comment you disagree with, show that you understand their perspective before you offer a different view. • Solicit Opinions: Find opportunities to ask, "I'd like your opinion about…" • Connect on a Personal Level: Take a few minutes to engage in a non-business conversation with a colleague. • Ask Questions: When you have a negative reaction to a colleague's statement or suggestion, lead your response with a question, not a statement. • Attribute/Credit Ideas: Acknowledge, by name, the "owner" of an idea in a meeting. • Monitor Facial Expressions: Be conscious of your facial expressions while listening. Micro-Affirmations: Small, conscious, deliberate behaviors that create inclusion