Milton Park Febevent

Contact www.expatknowhow.co.uk or call + 44 (0) 1235 855 236

At work all over the world

Working across Working across CulturesCultures

‘‘How to Maximise How to Maximise Performance’Performance’

Claire SnowdonClaire SnowdonAdvanced Business SolutionsAdvanced Business Solutions



Cultural QuizCultural Quiz• Where do Chinese gooseberries come from?Where do Chinese gooseberries come from?• What animal are the Canary Islands named after?What animal are the Canary Islands named after?

True or False:True or False:• If a negotiation in India gets heated because of different objectives, avoid If a negotiation in India gets heated because of different objectives, avoid

eye contact as it could be seen as aggressive and disrespectful? eye contact as it could be seen as aggressive and disrespectful? • Oral commitments can represent legally binding contracts in Germany?Oral commitments can represent legally binding contracts in Germany?• Negotiators in Israel often use silence as a pressure tactic to obtain further Negotiators in Israel often use silence as a pressure tactic to obtain further

concessions?concessions?• In the Netherlands a person sucking their thumb is signalling that they do In the Netherlands a person sucking their thumb is signalling that they do

not believe you?not believe you?• Contracts in Saudi Arabia are expected to include lots of detail and Contracts in Saudi Arabia are expected to include lots of detail and

therefore take a long time to create and agree on?therefore take a long time to create and agree on?• Negotiations in China are best conducted on a one-on-one basis since Negotiations in China are best conducted on a one-on-one basis since

people generally prefer getting to know you well?people generally prefer getting to know you well?• When presenting in Spain, expect people’s attention to span for only about When presenting in Spain, expect people’s attention to span for only about

20 -30 minutes?20 -30 minutes?



CultureCulture• What Is Culture - What Is Culture - The customs, beliefs, art and all other products The customs, beliefs, art and all other products

of human thought made by a particular group of people at a of human thought made by a particular group of people at a particular time.particular time.

• What is Culture Shock - What is Culture Shock - Disorientation felt by a person subjected Disorientation felt by a person subjected to an unfamiliar way of life. Unless you know the rules of other to an unfamiliar way of life. Unless you know the rules of other cultures you could make serious errors of judgement resulting in cultures you could make serious errors of judgement resulting in insulting your host or even starting an International crisis!insulting your host or even starting an International crisis!

• Here are a few general cultural differences to be considered: Here are a few general cultural differences to be considered:

• GreetingsGreetings• Communication StyleCommunication Style • Personal spacePersonal space• Eye contactEye contact• Views of timeViews of time• GesturesGestures• Taboos Taboos



Cultural DimensionsCultural Dimensions• Time spansTime spans• Use of timeUse of time• FateFate• RulesRules• PowerPower• ResponsibilityResponsibility• Group membershipGroup membership• TasksTasks• CommunicationCommunication• ConflictConflict• Problem solvingProblem solving• SpaceSpace



Cultural CommunicationCultural Communication• Being a good communicator means different things in different Being a good communicator means different things in different

cultures.cultures.• To communicate effectively across cultures you need to understand To communicate effectively across cultures you need to understand

the cultural thought patterns behind the language of the cultural thought patterns behind the language of communication.communication.

• Thought patterns influence the way native speakers of a language Thought patterns influence the way native speakers of a language will express themselves.will express themselves.

• When speaker and listener have different cultural thought patterns When speaker and listener have different cultural thought patterns there is an increased likelihood for miscommunication.there is an increased likelihood for miscommunication.

• Cultural thought pattern diagram can be used as a guide for Cultural thought pattern diagram can be used as a guide for different language groups.different language groups.

English (includes German, Dutch, Norwegian, Danish, Swedish)English (includes German, Dutch, Norwegian, Danish, Swedish) Semitic (Arabic, Hebrew)Semitic (Arabic, Hebrew) Oriental (languages of Asia)Oriental (languages of Asia) Romance (Latin based – French, Italian, Romanian, Spanish)Romance (Latin based – French, Italian, Romanian, Spanish) Russian Russian



‘‘2010 Global Relocation Trends‘2010 Global Relocation Trends‘Expatriate attritionExpatriate attrition • 17% during assignment 17% during assignment • 38% within 1 year of returning 38% within 1 year of returning • 23% within 2 years of returning23% within 2 years of returning• 22% after 2 years 22% after 2 years

Main causes of assignment failureMain causes of assignment failure • Spouse/partner dissatisfaction Spouse/partner dissatisfaction • Inability to adapt Inability to adapt • Family concerns Family concerns • Candidate selection Candidate selection • Poor performance Poor performance • Job did not meet expectations Job did not meet expectations • Poor management of assignee Poor management of assignee

Top 5 most difficult assignment locationsTop 5 most difficult assignment locations • China China • India India • Russia Russia • USA USA • UK UK (Also top countries cited with the highest assignment failures)(Also top countries cited with the highest assignment failures)

2010 expat global data survey - Brookfield Global Relocation Services2010 expat global data survey - Brookfield Global Relocation Services



Travel know-howTravel know-how• Travel planning Travel planning tools and travel apps for mobile phones – tools and travel apps for mobile phones –

www.worldmate.com, Skype, Tripit, Babelingo, SodaSnap…

• Travel dataTravel data – holidays/electric/currency/time-zones/country – holidays/electric/currency/time-zones/country calling codes/weather calling codes/weather www.expatknowhow.com/menus/main.asp?PN=Country

• Iris Recognition Immigration System (Iris Recognition Immigration System (IRISIRIS) – ) – www.iris.gov.uk

• LuggageLuggage and liquid restrictions – and liquid restrictions – encrypted data into China?encrypted data into China?

• Overcoming Overcoming Jet LagJet Lag – – melatonin/timed light/exposure/softwaremelatonin/timed light/exposure/software

• Business cardsBusiness cards/Hotel details - /Hotel details - written in the ‘local’ language!written in the ‘local’ language!



ExpatsExpatsInbound – OxfordshireInbound – OxfordshireOutbound – China/Hong Kong/India/Sri LankaOutbound – China/Hong Kong/India/Sri Lanka

ServicesServices::• Visa support Visa support • Tax supportTax support• Home searchHome search• Cross cultural training - online and face to face, psychometric test and Cross cultural training - online and face to face, psychometric test and

coaching.coaching.• Country orientation - includes: cultural briefing/business Country orientation - includes: cultural briefing/business

culture/security/safety…culture/security/safety…• Language trainingLanguage training• Legal ServicesLegal Services• Culture Guides – China, Hong Kong, Macau, Sri Lanka, IndiaCulture Guides – China, Hong Kong, Macau, Sri Lanka, India



Business TripsBusiness TripsCultural BriefingsCultural Briefings::

• The countryThe country• Culture in contextCulture in context• Business cultureBusiness culture• TravelTravel• LegalLegal• MedicalMedical• Security and safetySecurity and safety

Cross-cultural trainingCross-cultural training::

• Online – psychometric test and coachingOnline – psychometric test and coaching• Face to face – bespoke programsFace to face – bespoke programs



TeamsTeamsBespoke training programs created for different team situationsBespoke training programs created for different team situations ::

• Cross-culturalCross-cultural: Global business working across borders, countries : Global business working across borders, countries and cultures. and cultures.

• MulticulturalMulticultural: Team members brought together in one location for : Team members brought together in one location for short/long term projects.short/long term projects.

• VirtualVirtual: A group of geographically dispersed people relying on : A group of geographically dispersed people relying on information and communications technology to communicate and information and communications technology to communicate and work towards a common goal.work towards a common goal.

Programs can be delivered both face to face and online.Programs can be delivered both face to face and online.Psychometric testing and cultural profile review is the foundationPsychometric testing and cultural profile review is the foundationof these programs.of these programs.The basis of all these programs is cultural and communication know-The basis of all these programs is cultural and communication know-

how.how.



Thank you for Thank you for listening…listening…

Milton Park Febevent

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