Cross Cultural Dialogue: The Art of Listening
Jinfo Blog

19th October 2007

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Last week I participated in a cross cultural simulation which was part of a leadership training program at a European multinational corporation. For nearly one and a half hours a group of senior managers of the company and a Chinese delegation engaged in an open dialogue. It was interesting to observe how the western managers responded to questions and comments of the Chinese. The responses reflected what was heard and interpreted, and how one would react – well according to business norms! It occurred to me that there were discrepancies of what was being said and what was being heard in the minds of the participants. What was really said? Did one understand the question the way it was meant? Was I thinking of what I should say next when I really should be listening? Was anyone thinking to confirm what was being asked before jumping straight ahead to give the answer? Had this happened in a real world deal-making meeting, what would it mean if those who asked show no signs of satisfaction or dissatisfaction with the answers? We use words within each of our unique cultural and language context to raise an issue or make a point. Information flows not only in the chosen words, but also in the unspoken context of the communicator: Assumed knowledge, cultural values and norms, professional experience, etc. No matter how well we are prepared to be open, the differences in contexts that are in the minds of the conversing individuals could greatly influence whether we achieve the goals of being engaged in a dialogue. While bridging cultural differences is a long and complex process, one way to improve our communication efficiency is to become better listeners – Listening and understanding well of what is said is even more important in cross cultural communication, especially when some of the participants do not speak perfect English or whatever language the dialogue is in. There is plenty of literature about the art of listening. Here’s a story I find very enlightening: One minute lesson on the art of listening and leadership from Bill Clinton .

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