Open Space Technology
Issues and Opportunities in Creating a Culture of Service Excellence

Report
Topic: Communicating with Different Cultures in the Workplace – "Breakdowns in communication".
Topic #: 2A
Initiator:

Participants: 
 Doug
Eliza
Helen
Rachel
Beth
Daisy
Werner
Karen
Philip
Cecilia
Jacob
Jean

Notes: 

1.) Reasons for Breakdowns in Communication

  • Language.

  • Working Hour – understanding different work habits.

  • Different service standards and practices in different cultures.

  • Understanding facial expressions.

  • Remembering the basics and communicating clearly.

  • Different terminology in different cultures.

  • Not knowing what BL. Means in different cultures.

  • Understanding employees from different cultures.

  • Motivation – and needs.

  • Being open – no tunnel vision.

  • Preconceived ideas about different cultures – stereotypes.

 

2.) How to Create More Awareness Around what can be done in the Workplace & Internationally

  • The Number One Step is having a Common Goal within the Organization.

  • Allow flexibility.

  • Have a Common Language – be sensitive to different cultures and establish formal polices that support.

 

3.) Cultural Awareness Programs

  • NewsLetter – Include backgrounds employees and give cultural updates.

  • Create social ambience with offices outside HKG – Get them involved.

  • Listen to all levels of staff.

  • Be aware of new employees understanding of the company language.

3.) Solutions

  • Empathize

  • Share feelings with the majority – make them aware.

  • Don’t make the assumptions.

  • Newsletter (culture).

  • Create multi-culture teams.

  • Create a framework e.g. Habits & follow-up.

  • Consider relationships.

  • Talk openly about frustrations by organizing social get-togethers, relaxed, sharing environments.

  • Treat internal customers with respect.

  • Accept people for who they are.

  • Create a cultural environment.

  • Management should not be afraid to mix with all levels of staff.

 

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