Cultural Intelligence in the Workplace

Today's workplace is more diverse than in previous decades, so it is essential to develop skills that allow us to facilitate intercultural relationships at work.

In his book, "Human Relationships: Interpersonal Job-oriented Skills," author Andrew J. DuBrin states that when working or socializing with people from different cultures, even from their own country, the person must be patient, adaptable, and open to learning and listening. These characteristics are part of cultural sensitivity, which is defined as "an awareness of, and willingness to, investigate the reasons why individuals of another culture act as they do" (DuBrin, 2014. p. 176). Cultural sensitivity allows the identification of certain nuances in customs that help to build better relationships with people from different cultures. In the workplace, empathy is a significant trait and skill that facilitates cultural sensitivity and political correctness. Empathy allows you to place yourself in the other person's perspective.

Cultural intelligence (CQ) is an advanced aspect of cultural sensitivity and is understood as "an outsider's ability to interpret someone's unfamiliar and ambiguous behavior the same way that people from that culture would" (DuBrin, 2014. p. 177).  Livermore (2011) described cultural intelligence as "the capability to function effectively across a variety of cultural contexts, such as ethnic, generational, and organizational cultures" (p.5). Dr. David Livermore,  author of the book "The Cultural Intelligence Difference," highlights four practical aspects of CQ:

• CQ Drive (motivation): Personal interest and confidence in effectively functioning in culturally diverse settings.
• CQ Knowledge (cognition): Motivation to learn about other cultures and how cultures are similar and different. Understanding core cultural differences and their impact on oneself and others.
• CQ Strategy (meta-cognition): Culturally diverse experiences allow us to reflect on our own thought processes and judgments and those of others.
• CQ Action (behavior): Capability to appropriately adapt your behavior for different cultures. It requires having a broad and flexible repertoire of responses to suit diverse situations while remaining true to yourself. It is related to the process of turning your intentions and desires into actions to adequately interact with other cultures.

Tips to Practice Empathy, Cultural Sensitivity, and Political Correctness at Work

Andrew J. DuBrin (2014) shared some strategies that help minimize cultural barriers and practice empathy, cultural sensitivity, and political correctness.

• Interact with colleagues who are not close to you. Interacting with new people from different cultures allows us to observe, understand, and learn from other cultures.
• Use straightforward language and speak slowly and clearly. When working with people who are not totally fluent in your language, speak in an easy-to-understand manner. Avoid idioms and slang in your language.
• Correctly pronounce the names of your colleagues or customers from other countries. Communication is more fluid and personalized when you correctly pronounce the name of another person. After listening to the name for the first time, develop a strategy to help you pronounce it in the future (i.e., phonetic spelling).
• Do not be diverted by style, accent, grammar, or personal appearance. Although these superficial factors are all related to business success, they are hard to interpret when judging a person from another culture. Thus, it is better to judge people by the merits of their statements or behaviors.

References and Resources

DuBrin, A. J. (2014). Human relations: Interpersonal job-oriented skills. Pearson Higher Ed.

Livermore, D. (2011). The Cultural Intelligence Difference - Special eBook Edition: Master the One Skill You Can't Do Without in Today's Global Economy. Amacom.

Livermore, D. (2009). Leading with cultural intelligence: The new secret to success. AMACOM Div American Mgmt Assn.