Four Keys To Multicultural Rapport

Robert, Faheem, Tracee, Kewal, Lois, Hernando and Dorothy are a work team for a Fortune 500 organization. Their ages range from 18 to 63 years old; two are single, two are married, three are child-free, three are parents, one is gay, one is blind, two are non-traditional college students, and four are second generation Americans. There are four languages and five religions represented by this group. Welcome to multicultural America !

The people described above represent opportunities and challenges as individuals and organizations strive to achieve the highest levels of performance. You have an opportunity to enhance your own problem-solving and innovation capabilities, and the challenge of knowing how to interact respectfully with all associates regardless of how they may be different from you. Most culture collisions™ occur due to a lack of knowledge and understanding, not deliberate discrimination.

It is impossible to know everything about every culture, so what are you to do? There are no absolute rules that apply to everyone within any culture, however if you consider the following suggestions as a guide and observe behavior to try to determine if the individual, you will be less likely to offend or have your intentions misunderstood.

Conversation

How quickly you begin to discuss the specifics of business when you meet someone new is culturally based. Many southerners tend to prefer a little chit chat before discussing specifics, while northerners are perceived as people who want to get right to business. Some Europeans and Latinos view main-stream Americans as pushy, while some Koreans and Japanese prospects consider it much too personal to discuss family relationships before covering other less personal details first. Be flexible and mirror the person’s behavioral style rather than judge it.

Touching and Space

Whether or not you should shake hands when a culturally different person enters your office can be tricky. Generally, the main-stream American rule is to shake hands with men and women regardless of your gender. When interacting with multinationals and with people of certain faiths, showing respect in this initial encounter is critical. Hasidic Jewish men, as well as some Muslims do not touch any women other than immediate family members. Because this is a sign of respect to their wives, daughters and mothers, do not be offended if they do not extend their hand when you greet them, if you are female.

On the other hand, many Latinos, African-Americans and seniors are very tactile. In addition to hand shaking, some may hug you to show their gratitude at the end of a successful meeting. Main-stream Americans tend to like about eighteen inches of space between themselves and the next person. Middle-Easterners, Latinos, and some African-Americans are comfortable closer. Try not to back away if someone is standing closer than you would like. That would be a clear non-verbal that you are uncomfortable. The other person may infer that you are judging her or him because of their differences.

Time

Main-stream Americans who value “time is money” tend to rush more than many other cultures. Be sensitive not to move too quickly. It can be perceived as inconsiderate or undisciplined by others. When you have an appointment, of course you should always be on time. However, some Japanese, Filipinos, American Indians and Latinos will think nothing of being fifteen to thirty minutes late, if they are detained by other people. In each of their cultures relationships are more important than time. Their time is relative to whatever they were doing before meeting with you. Don’t take it personally or consider them unprofessional, if they are “late.” If the person is a new company associate, you may choose to tactfully provide feedback about company norms and expectations, so that their behavior does not impede team success.

Based on religious and cultural beliefs some clients will consider their beliefs before making a decision to do business with you. Vastu Shastra (India ) and Feng Shui (Chinese) are just two of many cultural beliefs and arts that can affect decisions when purchasing tangible objects that otherwise seem to fit all the other needs of the client. Be careful not to take these beliefs lightly. Some main-stream Americans are quick to call unfamiliar beliefs or practices superstitions. However to some non-American cultures the belief that the number thirteen is unlucky is just silly and placing braces on your child’s teeth is barbaric. None of these beliefs or customs are wrong, they are just different.

Building Cultural Competence

Since it is impossible to know all the customs beliefs and behaviors of all cultures, how can you be respectful and inclusive toward all associates and clients? With all the other skills you must develop and keep fine-tuned how can you remember all these factors about cultures to avoid being misunderstood? Remember that all interactions start with someone you don’t know. Whether it is with a new family member, or co-worker the initial meeting requires you to find some common ground. The same is true with culturally different associates and clients. When you meet someone different than you by ethnicity, religion, physical ability, sexuality, gender, age etc. remember that you both have much more in common as humans than you have differences. Assume that the interaction will be positive, and then look for ways to make it so.

Expand your knowledge and understanding of different groups by seeking opportunities in your community to get involved with diverse groups. Attend university activities, library lecture series, and community celebrations that honor different groups. Develop rapport with current residents from various cultures, and share with them that you want to learn. Be willing to share information about yourself, and others will be more willing to share their background and values.

TheUnited States is no longer a melting pot. Each culture is proud of its own heritage and wants to honor it. When you see that expression of culture, don’t assume anything about it other than that individual’s personal pride. We are a tossed salad where each ingredient is distinct while contributing to the overall quality of the mix. Be willing to use your courage to explore the differences.

Author Information
Lenora Billings-Harris
Lenora Billings-Harris,CSP is the author of The Diversity Advantage: A Guide to Making Diversity Work. For information about Lenora’s presentations, contact the FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com

Copyright (Reprint Terms)
Copyright 2005, Lenora Billings-Harris. All right reserved. For information contact FrogPond at 800.704.FROG(3764) or email susie@FrogPond.com.