Managing Cultural Diversity in Canadian Organizations 21 March 2014

Transcription

1 Managing Cultural Diversity in Canadian Organizations Mount Saint Vincent University 21 March 2014 Lionel Laroche, Ph.D., P.Eng. Technical Skills and Soft Skills Technical Skills High Candidate Relative Weights Hierarchical Countries TS: 90 % SS: 10 % Medium Low Candidate Relative Weights TS: 50 % SS: 50 % Low Medium High Soft Skills 2 Workshop Objectives This workshop will help you to: dapt the hiring practice to screenin foreign students Identify behaviours that are cultural and separate them from performance / personality issues uild best practices to develop and integrate foreign students in your organization 3 MultiCultural usiness Solutions 1

2 Defining Culture Culture is the way we do things when nobody tells us what to do Individual Everyone is unique Culture We are more alike some than others Universal We are all alike as human beings Must always be considered Focus of this discussion Can be assumed 4 Cultural Differences Dress code, Org chart, Office layout, Presentations eing on time Manageremployee relationship Communication verbal and nonverbal Performance management, feedback Hierarchy and work relationship Customer service uilding trust Resolving conflict and many more... 5 Generalizations and Stereotypes Generalizations ased on observation Provide general characteristics based on cultural and social factors Inform rather than prescribe Recognize individual differences E.g. I know that time is more flexible in Mexico than in. I will use this knowledge to inform my observation of my Mexican colleagues use of time. Stereotypes ased on assumption Present a fixed and inflexible image of a group re judgmental and negative Ignore individual exceptions E.g. Mexicans are always late, so I will give my Mexican colleagues appointments 30 minutes before my target. 6 MultiCultural usiness Solutions 2

3 Workshop Outline Introduction Part 1 Recruiting Challenges foreign students face in their job search and in the workplace Crosscultural communication and job interviews Part 2 Integrating and Developing Managing performance and providing crosscultural feedback Cultural factors that impact workplace behaviours 7 Generalist vs. Specialist Horizontal readth Immigrants tend to describe their experience and knowledge in broad terms. Vertical Depth (Specialization) (Generalization) is a country of specialists. Employers are looking for specialized knowledge and indepth experience. Focus on transferrable skills 8 CrossCultural Communication Verbal Challenges: English as a Second Language / Connotations / ccents Suggestions Empathize with people who speak English as Second Language They are speaking their language to blow off steam Don t ask them to repeat and don t give up; ask them to repeat once, then ask them to rephrase sk them questions that will lead you to more information State what you understood and what you did not Simplify your vocabulary and sentence structure avoid double negative and two parts questions void contractions ( gonna, wanna ) and enunciate Encourage foreign students to continuously work on their English skills and take accent modification courses if necessary 9 MultiCultural usiness Solutions 3

4 CrossCultural Communication Verbal Challenges: Chit chat Introduction tell me about yourself We vs. I ehavioural interview questions accomplishments Suggestions Give people benefit of the doubt when you hear strange chit chat topics Explain what information you are looking for in an introduction Probe when you hear we, don t write the person off Post on your website examples of behavioural interview questions and answers 10 CrossCultural Communication Non Verbal East sia Latin merica 11 CrossCultural Communication Non Verbal Suggestions to bridge the gap e patient with people who need more silent gaps In interviews, leave enough silent interval for students to answer your question In team meetings, use round table approach to encourage culturally different students speak up Withhold judgment if people appear to be taking over the conversation Explain your conversation style preference e patient 12 MultiCultural usiness Solutions 4

5 Emotions Managing Cultural Diversity in Canadian Organizations 21 March 2014 CrossCultural Communication Non Verbal East sia English French Latin merica Italy 13 CrossCultural Communication Non Verbal Suggestions to bridge the gap Gauge people s interest based on their emotional thermometer, not yours Teach students to show enthusiasm for the position Try to mirror your counterpart s communication style cknowledge people s feelings and show you understand how important the issue is to them Give people benefit of the doubt by separating impact from intention 14 CrossCultural Feedback 0 East sia, Mexico 0 0 US, UK, U, NZ, IR, S Most of Europe, frica, Latin merica, Middle East 15 MultiCultural usiness Solutions 5

6 CrossCultural Feedback Neutral OR 16 CrossCultural Feedback Position Problem Error Conflict 17 Hierarchy and Work Relationships Source: Culture and Organizations Software for the Mind, by G. Hofstede and G.J. Hofstede, Sweden US Peru France India Venezuela Russia 21 MultiCultural usiness Solutions 6

7 Manager Employee Relationship give me enough freedom so that I can determine the best direction for myself I prefer working for managers who give me clear directions so that I know what they want me to do. 22 Manager Employee Relationship give me enough freedom so that I can determine the best direction for myself C I prefer working for managers who UK Z MX IN PH PK give me clear directions so that I know what they want me to do. 23 Hierarchy and Work Relationships Suggestions to bridge the gap: Coach managers to provide more guidance to foreign students Coach foreign students to go to their manager with solutions, not just problems Explain to foreign students the performance review process and encourage them to take more ownership Explain to foreign students the pay program and the confidentiality of salary Teach initiative to foreign students 24 MultiCultural usiness Solutions 7

8 How will you apply this knowledge? In small groups, discuss the following questions: Can you think of a specific situation you experienced in the past that you would handle differently if you experienced it again? What will you do differently based on what you have learned today? Who should adapt to whom? Can you think of a specific situation where working with culturally different people created significant value for the business? 25 Top 10 Tips 1. wareness is 50% of the solution 2. Patience is a virtue 3. Communication is not just about sending messages, it is also about ensuring that the message received is the message that was meant to be sent 4. Continuously monitor your impact on other people 5. Stop and clarify when the impact you have is not the impact you want to have 26 Top 10 Tips 6. Monitor your emotional state to determine when you are impacted negatively 7. Don t act on these negative feelings 8. nalyse your own emotions to identify the trigger of these negative emotions 9. Separate impact from intention the way you feel may not be the way your counterpart meant to make you feel 10. The golden rule needs to be replaced by the platinum rule, since being helpful or respectful means different things to different people 27 MultiCultural usiness Solutions 8

9 Who Should dapt to Whom? Newcomers 80% 20% Canadians 80% Newcomers 20% Canadians Newcomers need to learn the unwritten rules of Canadian organizations and follow them Canadians need to explain these rules and give feedback 28 MultiCultural usiness Solutions 9