How do you use active listening and empathy to build rapport and trust with people from different cultures?

Active listening is saying things like, “ if I understand you correctly, then——-“, meaning to reiterate what you heard for better clarity.

Perspective checking is an Active listening exercise that lets the other person(s) know you are tracking and following them. "I heard you say that you're not getting along with your boss. Is this accurate?" You can also use perspective checking to enhance the conversation and activate intuition. "I heard you say that you're not getting along with your boss. Is this accurate? I'm also sensing that this is causing you much distress. Is this fair to say?

The ability to listen without being judgemental in order to win the trust of the speaker, can be termed as "active listening."

Active listening entails you to listen and engaged in what someone is saying. You listen to what the other person is saying in complete without interjection (keeping questions you have at the back of your mind to ask later, chances are your questions will probably be answered by the speaker before their dialogue is finished). This allows them to completely express themselves and iterate their line of thought and perspective. This does not mean that you do not engage. You should still be maintaining eye contact, humming in agreement, have your body facing towards the speaker, giving reactions using facial expressions.

When I've been in the role of the facilitator, it's been helpful for me to acknowledge up front that I'm also learning and growing from the experiences they share to even the playing field. Approaching all conversations from a place of neutrality and objectivity can be helpful. It opens the door for learning and puts pre-conceived judgments and personal experiences aside. This enables you to fully step into someone else's shoes, creating an empathetic, heartfelt connection.

In my experience, three practical values of active listening and empathy, when combined in cross-cultural communication, are: To avoid miscommunication: Language nuances (and non-verbal signs) can be tricky. Active listening ensures we catch subtleties, ask clarifying questions, and avoid making decisions based on misunderstood information. To prevent stereotyping: Assumptions and stereotypes can hinder understanding. Empathetic listening encourages us to see the person beyond the cultural label, promoting individual respect over generalized judgments. To promote inclusivity: inclusivity is vital. By employing active listening and empathy, teams can ensure that everyone feels included and valued regardless of their cultural background.

Asking clarifying questions after the other person has finished speaking is a useful practice in cross-cultural communication. Clarifying questions facilitates active listening. Additionally, asking clarifying questions may help the other person feel heard. When questions are clarified, the topic of the discussion is made clear, which is helpful for meaningful responses.

Although I agree with all of the points above, I also wanted to bring up one thing, that there are some countries and markets where people in general do not have practices to perform maintain eye-contact & nod that much - for instance like my country Japan. I am not saying active listening won't work for those countries, but it can pressure the counterpart (even if you don't want to / not willing to). Depending on the situation, I suggest you carefully watch the reaction of the person you're talking to, to identify either he is comfortable and not getting pressured. I know I am talking something so tricky here, but just my two cents - as the person who work in both high-context and low-context culture working place.

Using active listening and empathy in virtual situations can be incredibly powerful for building professional connections across cultures. I firmly believe that intentional virtual meetings are one of the best tools for learning and connecting. Before meetings, I take the time to say hello and ask friendly, get-to-know-you questions. It’s crucial to approach these conversations with a firm mission: to learn more about the person. Hold onto your curiosity and resist the temptation to apply preconceived notions. Ask follow-up questions without judgment, ensuring your tone remains open and curious. This approach fosters understanding and builds stronger, more empathetic relationships.

Active listening and empathy are skills you can develop with intentional practice. On virtual calls, start by asking questions about the person's weekend plans or hobbies to understand them better. Focus the conversation on them, using verbal cues like "hmm" or "interesting" to show you’re engaged. When someone is less forthcoming, share a bit about yourself and probe politely to find common interests. This approach not only builds rapport but also enhances your ability to listen actively and empathize.