Working in a Multi-Cultural Environment How culture affects the way we interact with each other
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Working in a Multi-Cultural EnvironmentHow culture affects the way we interact with each other
Pellegrino Riccardi
Cultural Bridge Builder
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A DEFINITION OF CULTURE
a complex pattern of ideas, emotions and behaviours
… that tend to be expected, reinforced and rewarded
by and within a group
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PERCEPTION
is at least
half the TRUTH
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Identity …
the YOU as you see yourself
the YOU as you would like to be seen
the YOU as others see you
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the YOU as others see you
the YOU as you see yourself the YOU as you would like to be seen
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A DILEMMA
IMAGINE …
You are the passenger in a car driven by a close friend
Your friend hits a pedestrian
Your know your friend was driving at 50km per hour in a 30 zone
There are no witnesses
Your friend’s lawyer says that if you testify under oath in court that your
friend was only driving at 30, it might save him/her from serious
consequences
Would you lie in court to help your friend?
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SWI GER SWE NOR NETH
Percentage of respondents who said they would probably NOT lie in court
FRA ITA IND
CHI INDO RUS KOR VEN
20
40
60
80
100
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Rules vs. Relationships
Rules CULTURES believe it
is best to be …
Consistent
Objective
Truthful
Honest
Predictable
Fair
Flexible
Personal
Diplomatic
Selectively honest
Take it as it comes
Pragmatic
Relationships CULTURES
believe it is best to be …
GOOD INTENTIONS
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TRANSACTIONAL / TASK-FOCUSED
RELATIONAL / PEOPLE-FOCUSED
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Rules vs. Relationships
Rules Relationships
SINGAPORE AIRLINES
GOLD CARD MEMBERSHIP
SCHEME
OSLO CITY PARKING
AUTHORITIES
DOCTOR
FERRARI
NORWAY
NORWEGIAN DEBT COLLECTION
AGENCY
SWEDISH DEBT COLLECTION
AGENCY
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Personal Relationships
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"Nordmannen er en nøktern person. Hans forhold til Gud er omtrent som hans forhold til Kongen: Han synes Gud (og Kongen) er grei nok - forutsett at han oppfører seg som en skikkelig nordmann og ikke tror at han er noe spesielt.”
Nordmannen sier det ikke rett ut, men han mener at Gud (og Kongen) tross alt ikke er mer enn et menneske han heller. Nordmannen ville ikke bli forbauset om han en dag så Gud (eller Kongen) f. eks. foran seg i busskø eller på Karl Johansgate i Oslo.”
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SERVICE
Latin “SERVUS”
SLAVE
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FAMILY & FRIENDS SLEEP
WORK
The “perfect” Norwegian Working Day
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FLEXIBILITY
The “perfect” Norwegian Working Day
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Customers don’t buy products or services,
they only buy the
SATISFACTION
they imagine they will get
by using them
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Important dates in Norwegian history
1814 – We don’t need you
1905 – We don’t need you
1945 – We don’t need you
1969 – We don’t need you
1972 – We don’t need you
1994 – We told you the first time, we don’t need you!
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EUROPE’S HIGH SPEED RAILWAY NETWORK FROM 2020
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calm, hide feelings, very shy
people & relation-focused
structured yet flexible
loopholes are OK
indirect, non-conflict
hierarchy
cool and controlled feelings, shy
task-focused
structure, planning, deadlines
likes rules
direct communicator
equality
warm, expressive, loud, extrovert
people & relationship-focused
flexible, pragmatic, “deadlines”
doesn’t like rules
indirect communicator
hierarchy
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JapanSingapore
Austria, Czech Republic, Netherlands, Slovenia
USA
Australia, Denmark, Ireland
France, Poland, Lithuania
South Africa, Russia, Hungary
Italy, Spain, Greece, Ukraine
HISPANIC AMERICA,
ARGENTINA, MEXICO
Saudi Arabia, Arab Countries
Iran, Turkey, Pakistan
INDIA
Philippines, Indonesia, Malaysia,
Korea, ThailandBangladesh
China
VIETNAM
FINLAND
UKGERMANYSWITZERLAND, LUXEMBOURG
Sweden Hong Kong,
Taiwan
Nigeria, Angola, Serbia, Montenegro
BRAZIL, CHILE
BELGIUM
Norway