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Cross-Cultural Communication 5 lessons
  1. 1 Where the misunderstandings come from
  2. 2 Working with clients abroad sign in to open
  3. 3 Language across cultures sign in to open
  4. 4 Time, deadlines and expectations sign in to open
  5. 5 Building the habit sign in to open
Course overview
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Cross-Cultural Communication · Lesson 1 of 5

Where the misunderstandings come from

Recognise the differences that cause real problems.

Most cross cultural difficulty at work is not about food or festivals. It is about a small number of workplace defaults that differ, and that both sides assume are universal.

Directness. In some cultures a clear no is respectful because it does not waste time. In others a direct no is rude, and refusal is expressed as difficulty, delay or enthusiastic agreement that never becomes action. A Dutch or German client saying "this is not good enough" is being helpful. A Pakistani or Japanese colleague saying "that might be difficult" is saying no.

How disagreement is expressed, particularly upwards. In many organisations here, contradicting a senior person publicly is not done, so silence in a meeting does not mean agreement. A manager from a culture where debate is expected reads that silence as consent and is surprised later.

Time. Whether a deadline is a commitment or an intention, and whether a meeting starting fifteen minutes late is normal or is a problem.

Relationship before business. Some cultures need to know you before they transact, and going straight to the proposal reads as cold. Others find the preliminaries a waste of their time.

Formality, in address and in writing.

None of these is right or wrong. They are defaults, and the difficulty comes from both sides assuming theirs is the neutral one.

Lab — try it yourself

Think of a cross cultural misunderstanding you have had. Identify which of these five defaults was different. It is usually directness.

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Continue to lesson 2 Up next 2. Working with clients abroad