Cultural Intelligence in the Workplace

In its simplest form, cultural intelligence is the ability to relate to and effectively work alongside people from different cultural backgrounds. Cultural intelligence is critical in remote-working situations, where a single team can span continents and vastly different cultures, smoothing out communication and ensuring ease of collaboration.

Naturally, people know only what they know. No matter how multicultural a city or neighbourhood might be, most people are only really familiar with the culture they grew up in. This means that developing cultural intelligence takes time, energy, and concerted effort.

It starts with Asking Questions

Speak openly and honestly:

Express genuine interest. “I’m interested in learning about your culture, and I’d like to ask a few questions, if you are comfortable sharing” is a good starting point.

Choose the right setting:

Be sure that the environment is suited to a private conversation. A relaxed setting will make a person feel more comfortable, making them more likely to answer your questions.

Use open-ended questions:

These encourage more in-depth responses. “Can you tell me about a few traditions from your culture?” or “What is one thing people consistently get wrong about your culture?”

Ask for specifics:

Open-ended questions are a great way to start a conversation, but don’t hesitate to ask specific questions. If you know of a particular tradition or festival, ask about it. “When is this holiday celebrated?”, “What does this tradition mean to you?”

Listen attentively:

Nodding, maintaining eye contact when appropriate, and responding with follow-up questions show engagement and an ongoing commitment to the conversation.

Be mindful of sensitivity:

Understand that some topics may be sensitive. If a person seems uncomfortable or reluctant to discuss something, change the subject.

Share your own culture:

Sharing your own experiences and values often creates a reciprocal dialogue – now the other person has an opportunity to learn about your culture, too.

Avoid stereotypes:

Make sure to approach the conversation with as few assumptions and stereotypes as possible. Set aside any preconceptions you may have and ask questions with an open mind.

Express appreciation:

Thank them for their willingness to share.

This is all well and good for one-on-one conversations, but things get significantly trickier when working as part of a multicultural group.

Establish common ground:

Start by identifying shared values and goals – you’re all already on the same team, working towards the same ends, so this is easier than it seems. Focus on things that unite the team.

Flexibility in communication:

When scheduling meetings, be sure to pay attention to time zone differences where applicable, but also remember that people from some cultural/religious groups will be unavailable at specific times on certain days.

If your communication style isn’t working, try switching it up. This doesn’t have to be anything major; it can be as simple as switching from emails to Zoom calls.

Create inclusive norms:

Establish norms that allow everyone to share their thoughts – a ‘Round Robin’ format is ideal for this, ensuring that everyone is given equal opportunity to speak.

Be conscious of different norms around expressing agreement and disagreement. Some may keep quiet when disagreeing, others will nod along regardless of their agreement, and some will be more vocal in expressing themselves. Take the time to ensure that everyone is aware of these differences.

Promote a Culture of open-mindedness:

Help your team members exercise patience and open-mindedness, because everyone is on a learning journey, and people must respect and have patience with each other.

Rotate facilitation of meetings:

This allows different cultural perspectives to influence the style and focus of meetings and can lead to greater understanding and adaptability over time.

Use a feedback loop:

After meetings or interactions ask team members what worked and what didn’t in terms of accommodating cultural differences. To foster honest feedback, set up questionnaires that can be responded to anonymously.

Cultural intelligence is essential for the success of any multicultural organization or team. By understanding cultural nuances and adjusting our communication styles, we can significantly enhance collaboration and reduce misunderstandings.