Foregrounding the vital importance of interpersonal communication and cultural competence in the workplace, this book offers concise, practical strategies for daily communication in a global business environment.
The workplace is steadily becoming more diverse, and cultural competence is widely recognized as a key to success, in terms of revenue, profit, market share, and workforce productivity. This and diversity appreciation are the two cornerstones for effective interpersonal communication, facilitating relationship development, improving job satisfaction, commitment, loyalty, and trust, and leading to performance and organizational success. The effectiveness of diversity training sessions and cultural guidebooks can vary – business professionals need a book that presents more than descriptions of culture-bound business practices or prescriptions for valuing diversity.
This book is that practical solution, presenting a conceptual model along with tools to put it to work from day one, including cases and examples. With its strategies for reducing diversity miscues, techniques for responding in uncomfortable conversations, and innovative ways to bridge cultural gaps, this book will help current and aspiring leaders across industries build rapport and promote constructive behaviors in a diverse work environment, resulting in organizational success.
Author(s): Geraldine E. Hynes
Publisher: Routledge
Year: 2022
Language: English
Pages: 183
City: London
Cover
Half Title
Title Page
Copyright Page
Dedication
Contents
Preface
Acknowledgments
Part I: Communication Cornerstones
Chapter 1: Diversity in the Workplace
Benefits of Workplace Diversity
1. Stronger Connections with a Diverse Customer Base
2. More Innovative Solutions
3. Improved Performance Effectiveness
4. The Right Thing to Do
Organizational Strategies for Welcoming and Supporting Diversity
1. Recruit Diverse Employees
2. Ensure Diversity at the Top Levels
3. Establish Employee Networking Groups
4. Establish Mentorship Programs
5. Seek Diversity among Business Partners
Communicating with Diverse Workers
Age Diversity
Gender Diversity
Summary
Notes
Chapter 2: Cultural Competence
What is Cultural Competence?
Why Culture Matters
A Closer Look at Cultural Differences
Developing Cultural Competence
Barriers to Cultural Competence
Overcoming the Barriers
A Case Study of Corporate Cultural Competence
Culture and Communication Style
Culturally Competent Communication and Empathy
How to Improve Your Intercultural Communication
How Your Employees Can Improve Their Intercultural Communication
Summary
Notes
Chapter 3: The Sequence for Success Model
Interpersonal Communication and Interpersonal Relationships
Relationships and Emotional Conditions
Emotional Conditions and Performance
Employee Engagement
Facilitating Engagement through Communication
Summary
Notes
Part II: Get Along
Chapter 4: Strategies for Finding Out What's Going On
Emotional Intelligence
Communicating Bad News
Receiving Bad News
Apologizing
Cultural Differences in Responding to Bad News
Strategies for Checking Understanding
Listening
Reading Nonverbals
Asking Questions
Listening to the Grapevine
Summary
Notes
Chapter 5: Strategies for Strengthening Work Relationships
The New Golden Rule
Empathy
Loyalty, Commitment, and Job Satisfaction
Trust
Trusting Them
Trusting You
Diversity and Work Relationships
Summary
Notes
Part III: Get It Done
Chapter 6: Strategies for Communicating Job Expectations
Communicating Job Expectations
The Tell-Show-Do Formula
Tell
Show
Do
Formal Training Programs
1. Conduct a Needs Assessment
2. Design Instructional Materials
3. Determine Logistics
4. Help Adults Learn
5. Evaluate Outcomes
The Case of the Unused Equipment
Benefits of the Proactive Training Model
Summary
Notes
Chapter 7: Strategies for Giving Performance Feedback
Informal Performance Feedback
1. Describe the Inappropriate Behavior
2. Express why the Behavior is Inappropriate
3. Specify the Behavior You Want the Employee to Adopt
4. Tell the Consequences of Adopting and Not Adopting the Behavior
Formal Performance Reviews
Purpose
Timing
Location
Message Content
Outcome
Performance Feedback for Culturally Diverse Workers
Defensive and Supportive Communication Climates
Evaluative vs. Descriptive
Control vs. Problem Orientation
Neutrality vs. Empathy
Superiority vs. Equality
Certainty vs. Provisionalism
Summary
Notes
Chapter 8: Strategies for Managing Conflict
Pros and Cons of Workplace Conflict
Causes of Workplace Conflict
Strategies for Managing Workplace Conflict
Managing Conflict with Bosses: Avoid
Managing Conflict with Bosses and Peers: Accommodate
Managing Conflict with Bosses and Peers: Compromise
Managing Conflict with Direct Reports: Force
Managing Conflict with Anyone: Collaborate
Develop a Positive Communication Climate
Set Ground Rules Around How Team Members Express Disagreement
Embrace Differences in Style, Background, and Perspective Among Team Members
Invest Time in Relationship-building
Encourage Team Members to Hold One Another Accountable for Following the Team's Ground Rules
Negotiation as a Conflict Resolution Strategy
Summary
Notes
Chapter 9: Strategies for Detecting Deception
The Importance of Nonverbal Cues
Misinterpretation of Nonverbal Cues
Position
Baseline Nonverbal Cues
Movements and Gestures
Manipulation of Clothing
Personal Space
Misleading Artifacts
Voice
Summary
Notes
Part IV: Get Ahead
Chapter 10: Trends in the Global Workplace
Trends
1. Increased Reliance on Technology
Remote Work
Media Sensitivity
Media Surveillance
2. Increased Reliance on Teams and Collaboration
Leading Teams
3. Increased Workforce Diversity
Types of Diversity
Culturally Sensitive Communication
4. Heightened Emphasis on Ethics
My Code of Conduct
Summary
Notes
Chapter 11: Strategies for Thriving in the Global Workplace
Self-Assessment Tools
The Diversity Awareness Continuum
Bennett's Model
How Culturally Competent Managers Behave
Additional Managerial Competencies
Your Improvement Plan
Developing Culturally Sensitive Employees
The Bottom Line: Culturally Sensitive Managerial Communication
Summary
Notes
Appendix 1: Tips for Improving Your Team's Intercultural Communication
Appendix 2: Conflict Resolution Survey
Score the Conflict Resolution Survey
When to Choose Each Conflict Resolution Approach
Appendix 3: Work Plan Template
Bibliography
Index
