Navigating Cultural Differences

In our global economy, building trusted relationships with culturally diverse clients requires clear, effective, empathic communication. Unlike the rapport and intimacy you have with your best friend, or even with familiar clients, relationships that feature language and culture barriers can, at first, lack the warmth, humor, and understanding that are essential for trust to develop. A smart leader learns to navigate cultural waters as deftly as any sailor in foreign seas!

So, get into those waters eagerly. By learning to decipher the needs of your new clients, as well as the nature of their businesses and the difficulties they face, you'll soon understand their hopes and their dreams-and will have earned their trust.
Some navigation tips:

Be sure to attend to your own initial impression. Know the pronunciation of your client's name and of her business. Be familiar with her firm's logo and tag line, if it has them. Obviously, you'll be welcoming, and serve as a model of your own company and culture, by smiling, shaking hands, making eye contact, and be well-versed in the nature and concerns and issues pertinent to her organization.

Don't leave your sense of humor at home. Take the initiative and motivate those around you. Look out for client's interests.

• Ask open-ended questions and listen to the answers to discover real needs and priorities. Never play "gotcha" with a client in the hope of seeming smart. It always backfires.

• Establish rapport by learning to listen reflectively; paraphrase what you hear and repeat it, so both of you know there is clear understanding. Be attuned to the client's terms, her language, and use it if you can when offering feedback.

• Read body cues: be aware of facial expressions, tone of voice, gestures and posture to read your client's feelings and uncover the meta-message.

• Be an empathic listener and respond authentically. Take a risk and let yourself be known. Never pretend you believe something if you don't; never hide your feelings so as to feign agreement. Trust requires authenticity.

• Create more trust by admitting when you've made a mistake. No cover-ups.

• Be visible. Let people know you are available. Say thank you and make employees feel they are contributing and are respected.

• Become the person you would love to work for.

Get in on the Conversation

Do Digital Diligence

As a communications expert for the past twenty years, I have witnessed the digital revolution and its impact on how we communicate.
Suddenly, you who were once hidden from the media, are now called to discuss everything from your daughter's soccer game to the fate of Goldman Sachs.
You'd better know how to discuss it! Whatever you say will be circulating in cyberspace for years. An off-the-cuff remark, a tacky blog post, or an inferior YouTube video will haunt you. It sticks!
While the world has changed, many of the qualities needed to be an effective communicator have not. Don't be fooled by the deceptive ease of delivering your message. Doing it well is an art!
Tips for the Taking
So before you give a presentation, grant an interview, or are asked for a quote, remember to take yourself through the following steps:
• Locate your message. What makes it innovative, topical or newsworthy? Pull us in with that opening thought. Grab us!
• Decide on 3-5 key points. They must be diverse, yet support your original objective.
• Articulate your key points so that they guarantee the desired response and subsequent action you want the listener to take.
• Keep us focused on the intention of your message.
• Consider your audience. What are their rational/political/ and emotional motivators? Know how to shape your communication to answer your audience's needs.
• Be in touch with your own enthusiasm. Use your voice and your body to support and color your most important thoughts. Persuade your audience to take the action you suggest.
• Back your key messages with solid evidence. Do the work; forget winging it.
• Influence your audience by providing benefits! Offer a better alternative, an enterprising insight, a practical and affordable solution.
Get in on the Conversation
If you are a thought leader with fresh solutions and vibrant ideas ante up and become a voice we can listen to and trust.