Global Perspectives: Lessons in Cross-Cultural Communication
How Working Abroad Made Me a Better Consultant
In the spring of my sophomore year of university, I studied abroad in Tokyo, Japan. In preparation for this journey, I was copied on an email chain with some faculty and staff from the university in Tokyo. I replied-all to one of the coordinators addressing her by her first name. I swiftly received a private email from a German professor, letting me know it is considered rude to address people this way in Japan, and that I should always add the suffix “-san” to meet the bare minimum of politeness. I was so embarrassed –yet grateful that I was made known of my error! I didn’t realize it at the time, but this professor’s quick correction permanently altered my brain chemistry, and made me hungry to always search for the most effective methods of cross-cultural communication.
In addition to studying in Tokyo, I’ve had a second opportunity to live abroad and become immersed in another culture. For two years I lived in Aguascalientes, Mexico. I spent time there learning Spanish and experiencing a culture that is very different than my home culture of the Midwest U.S. This experience built upon my foundation for taking in and recognizing cultural patterns. Speaking the language, this time, allowed me to gain a deeper understanding.
In my role at BranchPattern, I consult with teams working on LEED projects in the US, Mexico, Brazil, and Italy. It’s my full-time job to translate technical LEED requirements into the language of architects, engineers, and contractors. For my international projects, on top of interpreting LEED language, I also make it a priority to ensure that what I present makes sense through whichever cultural lens I’m operating in. I’ve been able to apply the lessons I’ve learned from my previous life experiences to inform the way I communicate with people of different backgrounds. It’s my pleasure to share some tips I’ve learned along the way.
Tip #1: Be aware of your own culture
Learning about other cultures invites introspection. Just because you do something a certain way doesn’t mean it’s the only right way, or that it should be done that way across the world for all time. Be intentional about reflecting on your own cultural patterning. Ask yourself, “why do I think this way?” “Is there a better way that I could communicate an idea instead of just ‘how I’ve always done it?’” I’ve gotten some form of the following question many times: “Why are Americans so literal, direct, funny.” I don’t receive these inquiries as insulting, but rather as opportunities to question my own habits. For example, we Americans rely heavily on email communication. However, I’ve had international teams request that I communicate with them via WhatsApp. At first I was reluctant, since it was an unusual professional medium for me, but our communication ended up greatly improving as I was able to adapt to my teams’ preferred mode of communication, instead of clinging strictly to what I was accustomed to.
https://ctb.ku.edu/en/table-of-contents/culture/cultural-competence/building-relationships/main
Tip #2: Make an effort to learn about the culture you’re engaging with
Often, the most obvious cultural difference is language. While you don’t have to go to the length of becoming fluent in an entirely new language, learning a few key phrases such as “hello”, “good morning”, and “thank you” go a long way in showing your respect and appreciation. Aside from speaking the actual language, you can research the different, more subtle communication styles of the new culture – such as if that culture is a high- or low-context communicator, preferences for facial expressions, openness, friendliness, and more. Google is your friend for learning more about these! Beyond researching on the internet, pay close attention to the cultural cues you’re given. For example, many cultures have norms for etiquette when it comes to email communication. In Mexico, it’s very common to sign off on an email saying “Quedo atento/a a cualquier duda” - “I remain attentive to any doubts”. This isn’t a sign-off we’d typically use in the typical U.S. email sign-offs, but I incorporate it when interacting with teams in Mexico to convey politeness and cooperation.
https://thinkculturalhealth.hhs.gov/assets/pdfs/resource-library/communication-styles.pdf
Tip #3: In moments of uncertainty, ask!
Friendliness goes a long way, along with respect, emotional intelligence, and patience. In American culture, we often use slang and turns of phrase. Remember that these do not always translate well to other languages, so it’s better to avoid them and opt for clear, direct language. In the same way, err on the side of over-clarification by asking follow up questions. Having cameras turned on in meetings is a great way to pick up on facial cues from others that will reveal whether or not you’re being understood. For example, if someone in the US tells me “sure” in response to a request, that’s as good as “yes” to me. This is not the case in other cultures. The word “sure” can be non-committal, it’s a polite form of saying “maybe” or even “no”. If you’re working with someone from another country and they tell you “sure” – clarify with them, ask if it’s okay, if they need a longer timeline, more support, or a clarification in the request. You may have to dig deeper than you normally do, but it will be worth it in the end.
In Summary
Working with people from different cultural backgrounds shouldn’t be viewed as a challenge – it is an opportunity to learn and enrich life. I have employed self-awareness, cultural education, and intentional clarification in my consulting practice. This has led to developing deeper relationships with my clients, as they appreciate some acknowledgement of their culture. Almost always, when we Americans are working with international teams, they are the ones that must speak a second language (English) and operate in our culture. When I can say, “Obrigada,” to a team member in Brazil, it serves a small acknowledgement of the interpreting and translating that they constantly have to do on their end. I’ve employed what feels like over-clarification to keep team members engaged by providing very clear and understandable instructions in lieu of assuming silence equals understanding. Though these tips are just scratching the surface of communicating across cultures, they’re a great starting point to begin to bridge cultural barriers.
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