2a. LDP Cross Cultural Communications Module

8/3/2019 2a. LDP Cross Cultural Communications Module

1/20

CROSS CULTURAL COMMUNICATIONS IN THE AUSTRALIAN WORKPLACE

THE LEADERSHIP PRACTICE MODULE

The Australian workplace is unique; it has evolved over the years from a multi-cultural base and may

be completely different to anything you have experienced in your home country.

The aim of the practice module within the context of the Leadership Development Program is to give

you a true insight into Australian culture and leadership styles within the workplace. This will enable

you to observe leadership from an Australian perspective. It will give you the opportunity to build

networks and develop relationships for the future and through your observations it will assist with

your personal development of your leadership style.

Be prepared to be challenged to manage your own personal expectations during yourplacement.

Embrace the opportunity of observing leadership in action both the positives andnegatives.

Take the time to reflect on your observations and how this will affect you in the future indealing with work colleagues.

This online module has been designed to prepare you for the Australian workplace and give you an

insight into some of the general expectations, style and etiquette that you may encounter during

your placement.

BUSINESS ETIQUETTE

The definition of Business Etiquette is a code that governs the expectations of social behavior in a

workplace, in a group or a society. Business Etiquette tells the individual how to behave when

dealing with situations in a working environment however trivial the situation, in particular it applies

to co-worker interaction and communication with colleagues.
http://en.wikipedia.org/wiki/Behaviorhttp://en.wikipedia.org/wiki/Workplacehttp://en.wikipedia.org/wiki/Societyhttp://en.wikipedia.org/wiki/Societyhttp://en.wikipedia.org/wiki/Workplacehttp://en.wikipedia.org/wiki/Behavior


2/20

To summarise:

Business etiquette is all about communicating and interacting with people in an appropriate manner

for the workplace as opposed to a social setting.

With the right etiquette you will find it much easier to manage your tasks, gain vital information

from your peers and communicate exactly what your needs are.

A simple guide to follow to help you understand the foundations of good business etiquette are in

the three Rs:-

Recognition Respect Responsibility

Recognition

Always introduce yourself by name and use other peoples name when you are introduced to them

and also when you greet them. In Australia it is common place to expect work colleagues to address

each other by their first names regardless of their importance and/or seniority within the

organisation.

Respect

Treat all people within the organisation with the same respect and courtesy and dont differentiate

that by their importance and seniority. Teamwork is essential to the effective running of any

organisation. If the receptionist doesnt deliver your messages or the IT manager doesnt fix your

computer the whole organisation is placed at risk albeit from simple lack of respect.

Responsibility

Your placement comes with a set of responsibilities to yourself, your workplace and to the

Placement Program. We respect the professionalism and prior workplace knowledge you bring with

you and we expect that you will be able to communicate well with all stakeholders. Think critically

about your tasks and projects, learn as much as possible and act in a responsible manner.


3/20

These simple rules will help you get the most out of your time with the organisation or department.

EFFECTIVE COMMUNICATION SKILLS

Communicate

Write effectively in the language in which business is conducted Actively listen, understand and learn. Active listening is probably one of the hardest

skills to acquire. To actually listen without judgment, pre-conceived ideas or

interruptions blocking the message

Read, comprehend, and use written materials such as graphs, charts and displays Be open minded Share your suggestions and ideas with your work colleagues

Think

Think critically and act logically to always evaluate situations, solve problems and makedecisions

Use common-sense are your ideas practical and achievable? Ask for advice or seek help, if required Use technology, instruments, tools and information systems effectively

Learn

Constantly learn, process, reflect and retain new knowledge and information Be willing to apply newfound knowledge and information Be open to learn new things

Act

Do what you are asked to do and communicate your progress Understand your employers expectations of you and your standard of performance.


4/20

ACCOUNTABILITY FOR ACTIONS

Have regular meetings with your Supervisor(s): Sound obvious?

Maybe, but you may get a supervisor who never schedules meetings with you, or travels quite a bit.

Ensure you have regular meetings where you can share experiences and lessons learned -- good and

bad -- as well as give progress reports in a professional and diplomatic manner.

Hint:While you want to keep your supervisor abreast of your accomplishments, remember to also

be a good listener and learn as much as you can during these meetings.

Never miss a Chance to Learn More about the Company/Industry:

Take every opportunity presented to you to attend company or industry meetings, conferences, and

events; participate in training workshops; and read all company materials.

Hint: Meetings may appear (and actually be) boring to you. However, this is an excellent

opportunity to observe team dynamics and leadership within the workplace. Use these meetings

to increase your knowledge, network, and build relationships.

Get as Much Exposure as Possible:

Some of the placements will rotate you among departments and supervisors. However, if yours

doesn't, do not let that stop you express your interest to from tackle new tasks, meet people from

other departments, and accept extended invitations to company social events. The more you are

exposed to new ideas and new people, the more you'll learn.


5/20

Don't be Afraid to Ask Questions:

Always remember that a placement is a learning experience for you. While the employer may

expect a certain level of work from you, you are not expected to know everything. Seek advice

and raise questions whenever you encounter something that is not familiar to you. Be open-

minded about new ideas and procedures -- remember that you don't know everything and

learning is a lifelong process.

Hint: Smart people know that there really is no such thing as a silly question, so ask before

doing.

Take Initiative:

Embrace tackling tough problems and think "outside the square" in finding solutions. Just make

sure you work with your supervisor(s) so you don't overstep your authority -- and make sure you

share successes with him/ her.

Hint:There is a fine line between taking initiative and being perceived as a "know-it-all," and

for interns especially, it is best to err on the side of caution.

Find a Mentor:

A mentor is someone at a higher level in the organisation that looks out for you and makes sure

you are learning what you need to know and accomplishing what you need to do. A mentor can

also shield you from office politics and be a good sounding board for you to discuss ideas, ask

questions, etc and act as an advocate on your behalf.

Hint: Your supervisor could be your mentor, but it could also be another person within the

organisation.


6/20

Network, Network, Network:

One of the key tools of life is utilizing your network to prepare for your next career step. Build

professional relationships with your supervisor(s) and other managers in the organisation. These

people are also a good source information from their years of experience.

Hint: Embrace all relationships as the people you meet today may offer a connection or

alliance in your future.

Set realistic workplace and development goals:

One of your goals with any placement is leaving it with some tangible results - both for your

resume and your career portfolio (if you use one). Maybe you developed a brochure,

computerized an inventory system, organized a sales conference, met with clients, tracked

industry trends, etc.

Hint:Your Guided Reflective Journal is a key tool and the purpose of this is to deepen your

learning about leadership through reflection on your daily observations. As well as observing

what is happening, think about how this makes you feel and you how you might make

improvements.

What do you want?

If you think honestly about what you would most like to accomplish in your placement before

you begin you will be more likely to achieve it. Setting goals before you take the placement and

during your experience on a regular basis is a smart way to measure your own capabilities. It

helps you to develop the skills you need and satisfaction for a job well done. This in turn

promotes a greater rapport with Management as they realise that you are able to cope with the

environment and gives a greater sense of well-being leading to a positive outcome.

Hint:Whatever your goals, the sense of accomplishment you will feel once you achieve them

is well worth the effort.


7/20

A few questions to ask yourself before you placement begins:

1 Why did I take this placement? Experience, relationship building, increase knowledge?2 What do I want to learn in this environment? Explore contemporary leadership skills,

strengthen you own personal leadership competencies?

3 How can I effectively achieve this?

Answering these questions truthfully will give you an insight into your own motivations. Once you

have established what they are it is easier to set realistic workplace and developmental goals. Set

your bar high and aim to be the best you can be.

PRESENTING YOURSELF

Creating the right impression

To create a positive impression your first contact with clients and colleagues should set the

scene for future interaction. In a glance, you will be evaluated through visual and behavioural

appearance, mannerisms, body language, grooming and accessories. It only takes three

seconds to create an indelible first impression that can either intrigue or disillusion.

People are unintentionally judgmental. We are all looking for common clues to deduce

whether or not the person in front of us is friend or foe. It is simply biological! However, once

made that first impression can prove hard to shift.

In those three seconds, especially with new business links you are only considered a suitable

contact if you appear to be on a similar or higher business level. You need to look as though

you will fit in. It is just human nature

Right or wrong, first impressions count.

Hint: If you are unsure Do not be afraid to ask.


8/20

Dress standards and personal presentation

A large part of first impression is determined by visual cues. Therefore, the first part of making a

good impression is to wear professional clothing. This sounds easy to do, but with the multitude

of workplaces all with their own code of dress standards can differ dramatically. Our

recommendation to you is to look at others who are working in the environment and try to

wear something close to what they are wearing.

Hint: Melding it with your own style and culture is very important though as you need to feel

comfortable.

In most offices you will be required to wear professional attire. If you want to stand out from

the crowd do it in a stylish way and not with inappropriate clothing. Do however be clear in

what you are trying to convey with your clothing and wear items that are neat, conservative

and fit into the environment you find yourself in.

Grooming is also a major factor in creating a positive visual appearance. Your outer-appearance

reinforces whatever image you are trying to convey.

Generally speaking the following items are deemed suitable by most office managers;

Solid colours are safe, black grey and navy blue is all acceptable. Details check for loose threads, wrinkles and so forth. Neat and presentable. Accessories/jewellery this is a way to say something about yourself; dont be afraid to use

a bit of colour, but dont overdo it. For conservative industries, wear something small and

unobtrusive.

Hint: Be aware of Health & Safety Issues i.e. Closed in shoes, No rings etc may be required if

you are unsure check with the organisation.

Clothes and shoes should be fitting. Avoid clothing that is too tight or too loose. This is oneof the worst mistakes anyone can make. Tight clothing is uncomfortable and there nothing

worse than seeing someone trying to sit down in something that looks like it might rip at

any moment. Loose clothing tends to scream low self-esteem so try to dress as though you

care.


9/20

Personal hygiene be aware of body odours and use appropriate products to address this ifneed be.

The following tips are gender specific:

Women

Grooming; hair should be neat and tidy. Hair in the eyes tends to distract others from yourconversation.

Make-up; if you choose to wear makeup dont overdo it. Dress/skirts should notbe shorter than knee length as this is distracting for all around you. If your culture denotes you should wear head dress or other culturally specific clothing thenwear it unless it is against company policy. Just be aware that some people might find this

uncomfortable because they do not have your beliefs and value systems. Please be patient with

them and allow them to get to know the real you.

Blouse/top; conservative, that is, avoid the plunging neckline.Men

Grooming; neat and clean hair, shave, if you have a beard make sure it is well taken care ofat all times.

Colour; avoid extreme colours, stick with dark navy, dark grey, or black. Shoes; polished dress shoes. Clean and trimmed fingernails.Business Casual

Business casual is a term that causes much confusion amongst people. The term itself is

ambiguous, what is too business and what is too casual, and what is actually in between the

two?

Generally speaking, business casual should appear crisp and neat, it should allow you to make a

good impression with someone of a high position in the company without needing to change or

feel embarrassed.


10/20

It is all in context; if the meeting you will be attending is of a nature that makes business attire

an inappropriate choice then it is best to ask people of the industry what type of outfit is

suitable.Perceptions

Remember, at the end of the day you are dressing to project a professional image. What you

wear makes a major difference in peoples perception of you. It is extremely important to dress

the part so that you will be viewed as a professional.

MEET AND GREET

Handshakes

Like any form of greeting, handshakes leave an impression of you with other people. The

problem is that in most Western countries handshakes are different to those elsewhere in the

world. For that reason we are only going to talk about handshakes from the point of view of the

Western World.

Like the way you dress and speak, your handshake can also leave an impression in an

individuals minds, communicating to them many a multitude of non-verbal signs.

Similarly, like all non-verbal communication, you want to make sure you leave a good

impression. A good handshake leaves the impression of confidence, a willingness to learn and

discuss, and a sense of equality.

A bad one, or a complete lack of handshake can leave the impression that the person is rude,

not team player, and possibly arrogant.

Good Handshakes

The following is a loose guideline for a good handshake. It is important to remember that you

need to be comfortable with the handshake.

Make and maintain eye contact with the other person, and smile at them.


11/20

Use a firm grip firm but not overpowering. Always adjust the strength of your handshake toequal the firmness of the other persons grip.

Adjust duration. Some people prefer a long handshake, others prefer them much shorter.Observe the other person and adjust the duration to the situation, how well you know the

person, and what seems comfortable to them.

If you are seated at your desk when you are introduced to someone, stand immediately toengage the person, allowing you to be in a good position to conduct the handshake.

To summarise, try to keep your focus on the person.

PROFESSIONAL CONDUCT

Attitude

Success often rides on the shoulders of the brave. There are courageous individuals who dare to

take the attitude that something is achievable and then just do it. Most of us arent like this. We

do our utmost to avoid the pain of change rather than put ourselves through the realms of the

unknown in the pursuit of our dreams. Why? Well we believe those people with a great

attitude see opportunities and situations differently to those who dont.

Our reality is shaped by our attitude to everything around us. We interpret and react differently

to situations according to that reality. If we choose to see things in the right light we have a

positive experience and are optimistic. If we choose to see things negatively our life will be full

woes and sorrows.

This is particularly applicable in the workplace. Those around us will react to how we see

ourselves. If we constantly say and do negative things then everyone around us will act

negatively towards us.

So what can we do to create a more positive attitude?

1. Realise that YOU have control

The great thing about your attitude is just that ITS YOURS! You cannot control what

others say or do but you can control how it affects you.


12/20

2. Be thankful

Each day is a new day and a chance to put things in perspective. Be thankful for the

opportunities you do have and make the most of them instead of concentrating your efforts

on what you do not have.

3. Be Resilient

Resilient people are those that face lifes obstacles but ultimately, with perseverance,

recover from them. Try and be strong and face lifes setbacks as challenges, react

accordingly with positive action, rather than with fear, blame, inferiority or self-pity. Life can

be very challenging, an important step to developing resilience is to develop the habit of

positive self talk, remind yourself that you are strong and that you can grow stronger and

wiser as you handle lifes challenges.

4. Be Optimistic

This is the Golden Key to keeping a positive attitude. Always believe in yourself. Being

optimistic means judge each situation as an opportunity to maximise your strengths and

achievements and to minimise your fears or weaknesses.

Remember positivity is a state of mind and you are the only one who can control it.

Gaining confidence

Entering into a new experience such as a new workplace a new environment with new

colleagues to meet can be very daunting and cause a dip in our confidence levels. Be gentle on

yourself and expect to feel a little nervous. Take things a step at a time, give yourself time to

take in your new surroundings, understand the layout, introduce yourself to everyone you

meet. Get to know how people fit into the organisation. As you become more aware of your

surroundings your confidence will lift and you will then have the opportunity to share/develop

your own skills and attributes.

Self-confidence is imperative to your success. We can be totally confident in one area of work

though and totally self-doubting in another. A lack of confidence can make us pass on an

interesting assignment and procrastinate on projects that need completion.


13/20

There are many ways to feel more confident and comfortable within a new organisation. Be

well prepared whether you need to deliver a big presentation or an office memo. Preparation is

the key to creating confidence and less stress...

Lack of confidence can make things seem more difficult. The way we recommend you tackle a

new situation or task is by breaking it up into tiny bites. Complete the task one bite at a time.

Looking at a large task can make it seem impossible. Breaking it up and doing it bit by bit makes

it so much more achievable. You must also ask for help. Many times people procrastinate

simply because they dont know what to do. Ask someone to help you. Dont let pride or

apprehension get in the way.

Honesty and positive morals and ethics

Ethics and morals are extremely complex and subjective topics. What is ethical to one person is

not necessarily ethical to another. However, Western countries have a certain view of

workplace ethics that is enforced through policies and procedures.

The average workplace is very diverse. You will find all sorts of people from all sorts of

backgrounds coming together for 7.5 hours per day. A culturally diverse workplace is generally

viewed as a good thing but you have to ask the question: how do such workplaces handle

ethical diversity?

Well one could answer that policies and procedures are just the tip of the iceberg. Workplace

culture has a major bearing on how people act. Of course this leads to variations that may

sometimes create difficult situations. We would like to say that commonsense should prevail

however what is commonsense? Diversity can create a great number of questions that need

answering. Lets start by outlining those things generally held as universally true.

Respect and honesty for those around you is viewed as good. Helping others will build good

positive working relationships.

Workplaces are breeding grounds for ethical diversity and expecting everyone to know andunderstand each others viewpoints is probably unrealistic. Workplaces expect their employees


14/20

as much as possible to abide by common principles of human decency. Respect for each other,

truth, honesty and tolerance are highly regarded and will be reciprocated.

A positive attitude towards learning and growth

Whether you believe it should be or not in almost every company you will have to prove your

competence over a period of time before being given total responsibility and that includes

placements. This might feel unfair but we can guarantee that if you complete those work

assignments with enthusiasm and professionalism you will be given more responsibility before

you know it.

A common mistake among some new professionals is treating secretaries and administration

staff without due respect. As well as being bad-mannered and arrogant it really exposes a lack

of respect for each persons role in the company. It takes every position to make a company

work.

Ability to set goals and priorities in work

Goal setting is a motivational tool that turns thinking about your ideas into the reality. As well

as helping you choose where you want to go in life it helps you to focus your efforts so you are

not distracted from the course you have set.

Most successful people use goal setting techniques for both long and short-term personal and

professional development. Unrealistic goals though set you up for failure. Be aware of what is

achievable and what is not. It is important to set realistic goals for your placement and

challenge yourself by doing something stretches your capacity. This ensures that you are always

working to your potential.

The following broad guidelines will help you to set effective workplace goals:

1. Express your goals in a positive manner.

2. Write all your goals down. Our research shows that people that write their goals are 100

times more likely to achieve them.


15/20

3. Set precise goals with dates and time it will take so you can measure your achievements

more effectively.

4. Set goals according to your performance and not the outcome. Sometimes there are things

you just cant control whether it is a bad business environment or poor judgement by

Management. If you base all your goals on personal performance then you can be assured

you did your best even if the outcome was not what you wanted.

5. Make sure your operational goals are small but working towards more long term strategic

goals.

GENDER AND OTHER SENSITIVE ISSUES

Sexual Discrimination

Equality between men and women is a principle that lies at the heart of a fair and productive

Australian society. It is also the key goal of the Sex Discrimination Act 1984, which aims to

eliminate discrimination and sexual harassment and promote greater equality in all aspects of

the Australian community.

Sexual Harassment

Sexual harassment is any unwanted or unwelcome sexual behaviour which makes a person feel

offended, humiliated or uncomfortable. In Australia it is very important that you do not do

anything that could be misinterpreted in this way. Touching someone without them inviting you

to do so, saying something that could be misinterpreted as being sexual in nature and

inappropriate letters, emails or phone calls are examples you should avoid. Please be very

careful to act in an appropriate manner at all times.

Sensitivity and Thoughtfulness

Sometimes people inadvertently offend others. For example a young girl we know was offended

when a male colleague was telling others a joke about a woman with blonde hair. Be very

careful not to speak even jokingly about such things.


16/20

Appropriate behaviour also includes being thoughtful of others trials and tribulations. Be tactful

and sensitive to their needs. Everyone has good and bad days. Just try and be very tolerant. It

isnt appropriate ever to joke or comment on others appearance or disabilities.

COMMUNICATION

Writing a great email

Email is a form of communication that has become an everyday tool for many people. We use it

for business, social, and personal communication. It is important to follow the same principles

as everyday etiquette good courtesy, show of respect and a set of strong ethics will ensure no

misunderstandings or miscommunication.

Your emails should have;

Relevant subject heading Be concise and to the point Contain proper spelling, grammar and punctuation Dont use abbreviations and emoticons Contain disclaimers for business-related email Proof read your email before sending Do not overuse the high-priority/urgent function Speedy reply , usually within 24 hours Do not send spam and/or chain lettersUsing the internet

In most workplaces it is not suitable for you to access personal email, social networking or sites

that are not used as research for your placement positions.

If you need to go online for personal reasons please do so outside the office.


17/20

Telephone and mobile communication

In todays business world phone communication is the first point of contact between most

professionals. It is a chance for everyone involved to make a goodimpression.

Studies have shown that It takes only 60 seconds for people to create an opinion on an

individuals background, education and personality based on voice alone.

COMMONSENSE RULES

Food

Keep your own desk and area clean and free of trash and food. Use the common area if youll

be eating hot or particularly smelly foods and even then if you must have foods that contain

particularly pungent spices make sure you go outside to eat. Sometimes when the kitchen is

close to work areas the smell seems to expand and linger in the office areas for a long time. Its

all a matter of taste (and smell), and not everyone has the same taste as you!

Perfume

Perfume; wear something that is not overpowering. Be aware that some people have allergic

reactions to certain chemicals in perfume. The same goes for aftershave as this has the same

ingredients.

Personal space

Often if a person becomes too close to another being without this being desired, it makes them

feel uncomfortable. It is important that when you are at work that you stand or sit in the work

environment that you do it with a comfortable proximity to your co-workers.

The following graph shows the correct distances for different situations. Personal to social is

considered the correct distance for the workplace.


18/20

OPEN PLAN OFFICE

Sharing Space

More and more companies are utilising open plan offices, where many work stations are held

within one large space. While studies have shown open plan offices has many advantages, it

also has many challenges that can decrease morale and productivity.

Individuals need to learn a whole new set of coping methods in order to work productively

within an open plan office. As there are no dividers in an open plan office, your desk and

belongings are in the open where everyone can see them.

In your own personal space keep your work desk clean. A clean desk is essential for overall

presentation. It presents a more professional image and leaves a favourable impression.

Furthermore it ensures that you do no leave classified information on your desk, and allows you

to find needed items at a more quickly.


19/20

TIME MANAGEMENT

Juggling work, study, social activities can all be a balancing act however individuals who combine

these seem to enjoy the best of everything, however it isnt easy its probably one of the hardest

things youll ever do. The essential key is to have good time management. Heres how!

Use Planners you may need 3

a) Trimester planner (this will enable you to map out tasks required for your studies/projectwork.

b) A weekly timetable (you need to structure you time in the short term allowing flexibilitySaturday or Sunday mornings can be a good time to allow you free time for family, religious

observation, friends and other activities).

c) Daily diary things to do lists this will keep you on track.

Preparation Look at your assignments log when they are due and schedule time weeks ahead

to ensure you meet the required dates

HINT Schedule the due date a week in advance you will be amazed at how this takes the

pressure off.

HINT: Use blocks of time to study or complete work task more beneficial that switching

from one activity to another.

Set goals and reward yourself when you attain them this is a great self-motivating habit

Communicate if you are having difficulties with schedules/deadlines it is important to discuss

this early with your supervisors/lecturers/case coordinators to make them aware. You have

many resources available to you do not leave things to the last minute even asking for help!


20/20

CONCLUSION

The Assessment

When you feel that you are ready, please go ahead and take the assessment.

The multiple choice questions will test you on the knowledge you have learned in this Cross

Cultural Communication course.

You must pass this assessment prior to being placed in a placement.

Any Problems?

The Placement Program is a very special privilege of your Leadership Development Program.

Please make sure you make the most of this opportunity. If you experience any problems or

need to ask any questions, please ring the Australian Experiential Learning Centre on 08 9250

6544 and our Case Coordinators can assist you.

If I have the belief that I can do it, I will surely acquire the capacity to do it,

even if I may not have it at the beginning

- Mahatma Gandhi

Date post:	07-Apr-2018
Category:	Documents
Upload:	andre-joseph-fournier
View:	219 times
Download:	0 times

2a. LDP Cross Cultural Communications Module

Documents