Strategies for Effective Cross- Cultural Communication

Moderator: Denise Wallen, UNMPanelists: Kathleen Larmett, NCURA

Annika Glauner, EHT Zurich +University of ZurichLeslie Schmidt, MSU

Strategies for Effective Cross-Cultural Communication

Kathleen Larmett, NCURA54th Annual Meeting

Washington, DC

Before You Take it on the Road

• Understand the culture of your office– Multiple generations mean multiple styles of

communication• G.I. Generation• Baby Boomers• Generation X• Millenial• Next up…Generation Z, or Internet Generation, Global

Understand your Office Culture

– Supervisors need to be flexible in their communication styles:• Face-to-face• Telephone• Email• Texting

Use of Slang

• Common expressions you normally use– May not make sense to a different generation– Know the generation you are speaking to• Back in the day…

– To a Boomer or GI: back in the early 1900s– To a Millenial: back in the early 1990s

Use of Slang

• Peeps

Use of Slang

• Peeps

Communicating Across Borders

• Know your audience– Generation– Culture of Country– Style of Communication preferred

Communicating Across Borders

• The Time Zone Challenge

Use of Slang

• Can lead to communication problems in your office

• In a different culture will create problems!– Don’t complicate or add confusion – Don’t offend someone– Don’t use slang!

Professional Societies

• Look to your professional societies for help with cross-cultural communication strategies

Strategies for Effective Cross- Cultural Communication

Annika Glauner | Senior Research Manager EU GrantsAccess | ETH

Zurich & University of Zurich

ETH Zurich – Highly international

• 66% international faculty

• 65% international doctoral students

• 37% international Master students

• 20% international Bachelor students

• 49% international staff

• More than 5’500 individual research contacts on all continents

• 200 formalized agreements with partner universities

• 6 international alliances with peer universities

• 1 location abroad (SEC Singapore)

Bilateral agreements with international partner institutions

61 active bilateral agreements in 22 countries:Japan 13, USA 10, China 6

Win-Win Situation

YOU CANNOT NOT COMMUNICATE

Cross-Cultural Communication is Communication. We encourage outside-in-thinking. As research managers our strategy is to launch a process that shows

anyone involved in international research how to move from concrete observations about people, to abstract thinking as you uncover insights and themes, then back to the concrete.

This method is not our invention but has been adapted from various established human and social research methods.

Win-Win Situation

The outputs are:

Respect EmpathyObservation of constituents realityDeeper understanding of needs, barriers and constraints

LOOK & LEARN

Observe people to discover what they do!

Deep immersion shows commitment and staying power.For example working with a person for a day is a way of showing your deep interest in the day-to-day lives of your cooperation partners. Trust is built over time and people feel at ease sharing their plans and hopes for the future.

Analyze the information you have collected to identify patterns and insights!

LOOK & LEARN

Observe people to discover what they do!

What people say (and think) they do and what they actually do are not always the same thing.With no intent to mislead you, people often have strong beliefs about what they do on a daily basis that differs from what they actually do. The goal is not to correct or point out the misperception, but rather to understand the difference.

Putting yourself in someone’s shoes enables you to get beyond what people say to what they think and feel.Being in-context means gaining true empathy through being with people in their real settings and doing the things they normally do. This kind of deep immersion gives us Informed Intuition. We begin to take on the perspective of the other.

Win-Win Situation

Keep people at the center!

Ask them to help, Look at what they do, Learn from the facts you gather, Try it yourself!

Cross-Cultural Communication in Practice

Moderation• A technique applied by a moderator at a project meeting or conference in order to

systematically and goal-oriented release energy and ideas• Collaboration and communication must not be inhibited by hierarchies; a free exchange

of views has to be ensured• The moderator is a service provider, s/he supports the group to find its goals and

efficiently achieve them• Her/his attitude must be optimistically calm, assertive, tolerant, honest and open• The rules are easy and require discipline:

Short and precise comments (no speeches, no monologues) Let people have their say, no interruptions, no side-talkingEveryone is his/her own lawyer Asking open questionsGiving & receiving feedbackRespect breaks

Cross-Cultural eCommunication

Cross-cultural communication starts much earlier than you think!

Cross-Cultural eCommunication

After all: 65% of today’s grad school kids will end up at jobs that haven’t been invented yet.

United States Department for Labor : Futurework – Trends and Challenges of the 21 st Century

We research managers do not provide “how to” guides as everybody is different. We encourage people to explore new approaches and develop one that works for them.

Thank you for your attention.

Strategies for Effective Cross-Cultural Communication

Leslie SchmidtAssistant Vice President for Research

Montana State UniversityPH: (406) 994-2381

E-mail: lschmidt@montana.edu

Montana State University – Aspires to be a More International Player

• ? % International faculty• 1% International doctoral students• 1% International Master students• 3% International Bachelor students• ? % International staff• 2 agreements with the EU funding• Performing work in Africa, Antarctica, Europe,

Greenland, Canada, Mexico, Japan, Turkey

Examples of Cross Cultural Barriers

• Between Office of Sponsored Programs (OSP)/Researchers

• Between OSP/Central Offices• Between OSP/Sponsors• Between OSP Personnel w/in the Office• Between OSP and International Partners

Why Do We Want to Work Collaboratively?

• To address joint global issues• Increased synergy and knowledge on projects• Brings a different perspective and insight • Rich experience, especially for students• FUN!

Possible Challenges

• Increased costs• Legal issues• Court of law• Regulations such as export controls, data

management, financial conflict of interest• Intellectual property concerns• Communication plans (or lack thereof)• Language/time/business models• (Ex: Forskning og Innovation)

Communication Tips

• Check assumptions – STATE THE OBVIOUS• Learn all you can about your partner(s)• Don’t pretend you are understanding

something if you are not• Be open and willing to check if communication

has been effective (are you on the same page)• Actively listen and learn key values

Communications Tips

• Are there any “hot buttons” – appreciate history (what has worked in the past and what has not)

• Start small and be realistic • Projects need to benefit all partners, but

objectives may be different• Diplomacy is key – be kind and gracious (act as

if you are a guest in their country)

Actions to Aid Communication

• Map out roles and responsibilities clearly• Develop timelines and milestones with

partners to keep project on track (go slowly)• Manage expectations• Be clear about common goal and outcomes• Provide training if needed, but be trainable

and open to new ideas and ways of doing business (be flexible)

Actions to Aid Communication

• Trial runs – ex: try completing and submitting reports in advance rather than waiting for deadlines (and a possible “crisis”)

• Management must set stage/tone/pace of project and be willing to step in to address issues as they arise

• Establish appropriate methods of communication (e-mail, face to face meetings, skype)

OSP Can Be Part of the Solution

• Establish strong lines of communication early Meet face to face individually (at pre-award) Mandatory PI training for new faculty Informal interventions as concerns arise (proactive, especially for complex projects)• MSU’s Communication Office provides annual 1-2

hour training on outreach and the media• MSU’s International Programs Office is available

upon request for individual/tailored training

Training for Cross Cultural Communication (An Example)

• MSU desires to work and collaborate more effectively with Native American/Indian populations

• Self assessment – what do we currently have in terms of existing partnerships, agreements, expectations

• Develop vision, plan and goals• Hire a consultant/expert to assist us with

implementation of vision, plan and goals

Training for Cross Cultural Communication

• Identify key stakeholders • Develop database of research expertise• Ask tribal entities what they want (at 6 month

intervals• Develop mentors to assist PI’s with

communication issues• Communicate plan to campus – make issue

known and a priority

Thank you!