Optimize business results with Cultural Intelligence

Transcription

1 Bech - Bruun May Optimize business results with Cultural Intelligence Percepti Global Gudrun Höy Senior partner Percepti Internationl Ltd 1

2 Compagnies who we work with on C.Q. APM Maersk-Maersk Broker-Lundbeck-NovoNordisk-Vestas-Siemens Wind -Rockwool- Haldor Topsøe-Trelleborg-Vattenfall- CBS-University of San Diego Vaasa University Finland Nasdaq OMX-USD Percepti Internationl Ltd 2

3 Cultural Quote We need a certain amount of humility and a sense of humor to discover cultures other than our own. World culture presents a myriad of different ways of creating integrity without which life and business cannot be conducted. There are no universal answers, but there are universal questions and dilemmas. And that is where we all need to start. - Fons Trompenaars Percepti Internationl Ltd 3

4 Percepti Internationl Ltd 4 WIIFY/WIIFM

5 Benefits Optimize business opportunities and stakeholder management More effective International communication Practice SAWUBONA-show sincere interest for building trust Percepti Internationl Ltd 5

6 Analyse the audience What are the 3 most significant National cultures you do business with regularly? Name one challenge you have had where culture was a factor? Percepti Internationl Ltd 6

7 Cross cultural Image How long does it take for someone to have an opinion of who they think you are? What would you like people to think about you in a professional context? Percepti Internationl Ltd 7

8 Process of Development when learning something new 3 Conscious Competence 2 Conscious Incompetence Unconscious Competence 4 Unconscious Incompetence 1 Percepti Internationl Ltd 8

9 The Handshake Germans French British Latin America North America Arabs South Asians Koreans Most Asians Firm, Brisk and Frequent Light, Quick and Frequent Moderate Firm and Frequent Firm and Infrequent Repeated and Lingering Gentle, Often Lingering Moderately Firm Very Gentle and Infrequent Percepti Internationl Ltd 9

10 Who adjusts to whom? Guest adjust to Host Seller adjust to Buyer Employee adjust to Employer Age-Seniority-Gender-Position Percepti Internationl Ltd 10

11 Actions that add to first impression How you enter the room Your handshake Your ability to small talk Your focus on the other party Your Non verbal communication including Facial expression Use of voice Percepti Internationl Ltd 11

12 Percepti Internationl Ltd 12 How is your Cultural Intelligence?

13 C.Q. factors C.Q. Drive Level of interest and curiosity C.Q Knowledge Level of understanding how cultures are similar and different=use the group in here to give you more information C.Q Strategy Level of awareness and ability to plan for interaction Activities and cases C.Q. Action Level of adaptability in your actions and behaviour= action plan going forward Percepti Internationl Ltd 13

14 What is the WIIFY of C.Q. on Job performance? Decision making: Better in anticipating and managing risk and at making decisions that involve complex multicultural dynamics Negotiations: Better at managing ambiguity and persist to invest effort in reaching win/ win solutions and better at reading non verbal clues Networking: Better at building relationships cross borders and ethnic boundaries for the benefit to global teams, Team member: Better to influence and motivate diverse participants and develop trust. Avoid a Them V Us mindset Percepti Internationl Ltd 14

15 Know your own iceberg? Percepti Internationl Ltd 15

16 Challenge Please describe observations you can make from the top of the iceberg (observable realities), by being in any National culture for a short time? Please be Descriptive and not Evaluative Percepti Internationl Ltd 16

17 Quick Cultural Observations: Landscape Infrastructure Climate Economics Interaction with law Gender roles Religion Language Noise level Respect for elders Environment Hygine Architecture Demographics Time and Pace Food preferences Major Industries Interaction Clothes Service level Percepti Internationl Ltd 17

18 How to use Cultural Observations for significant small talk: Think about how a local host/or an International client would react when you are sincerely curious and ask non judgmental questions? What would it say about you that you are asking? How can you leverage this technique in your business? Percepti Internationl Ltd 18

19 Business relevant subjects to get information on : Relationship with time and pace Formal or informal Most common Leadership style Level of Hierachy Relationship with authorities Decision making processes Influence of religion Greeting rituals Style of communication direct /indirect Deal or relationship focus business practices Work/life balance Gender roles Describe the form of humor people use Balance between public and private Percepti Internationl Ltd 19

20 What are Danish Values and Beliefs? Please share a few Danish values? Percepti Internationl Ltd 20

21 Danish National Values Democratic Equality Low Hierarchy Hygge Independence Protestant ethics Homogenious Our Flag is important Royalists Skeptical Keep Work/Life balance Law of Jante Summer/winter Danes Social welfare Direct/efficiency Ironi and sarcasm Punctual Reserved Value education Percepti Internationl Ltd 21

22 Rationale Knowing the size and shape of own iceberg allow one to navigate appropriately. Knowing own values we share as a country allows one to prevent culture clash Ask you colleagues/clients from other countries to describe theirs don t do it for them. Percepti Internationl Ltd 22

23 Reflection on a possible client request I like to have you represent our compagny in this merger and in order to prepare the team about what to expect, I like you to describe the Communication style in your organisation? Percepti Internationl Ltd 23

24 The Cultural Language Code Directness High Low Enthusiasm High Low Formality High Low Assertiveness High Low Self Promotion High Low Personal Disclosure High Low Percepti Internationl Ltd 24

25 Denmark Communication style Direct, no or little small talk, get s to the point, often lacks positioning before sharing an idea, more deliberate rather than spontaneous, factual details, irony and sarcasm woven in. Lack of polite phrases. Low context, deal focused. Percepti Internationl Ltd 25

26 More Questions Please tell us about your decision making processes? Percepti Internationl Ltd 26

27 Ability to describe Decision Making Process Involves Time and pace Structure Priorities for argumentation Communication style Leader role and hierarchy Final decision Accountability Percepti Internationl Ltd 27

28 Denmark Decision making process Many meetings, much input, put it off, if it gets too complicated. Hear various points of view, no decisive approach right away. Low hierarchy. Most credit is given to facts and weighing consequences and the history/past experiences. Generally long term focus. The leader is the one with the most knowledge and is democratic and expects input from all. Decision is often vague with little or unclear accountability. The decision has an evolution in the implementation process. Individual commitment is as it fits. Percepti Internationl Ltd 28

29 Thank you! Gudrun Höy Senior Partner e: m: Percepti Internationl Ltd 29 Layout and text by Percepti International Ltd.