Interpersonal Communication in the Diverse Workplace: Get Along, Get It Done, Get Ahead

Description

Foregrounding the vital importance of interpersonal communication and cultural competence in the workplace, this book offers concise, practical strategies for daily communication in a global business environment. The workplace is steadily becoming more diverse, and cultural competence is widely recognized as a key to success, in terms of revenue, profit, market share, and workforce productivity. This and diversity appreciation are the two cornerstones for effective interpersonal communication, facilitating relationship development, improving job satisfaction, commitment, loyalty, and trust, and leading to performance and organizational success. The effectiveness of diversity training sessions and cultural guidebooks can vary – business professionals need a book that presents more than descriptions of culture-bound business practices or prescriptions for valuing diversity. This book is that practical solution, presenting a conceptual model along with tools to put it to work from day one, including cases and examples. With its strategies for reducing diversity miscues, techniques for responding in uncomfortable conversations, and innovative ways to bridge cultural gaps, this book will help current and aspiring leaders across industries build rapport and promote constructive behaviors in a diverse work environment, resulting in organizational success. Cover Half Title Title Page Copyright Page Dedication Contents Preface Acknowledgments Part I: Communication Cornerstones Chapter 1: Diversity in the Workplace Benefits of Workplace Diversity 1. Stronger Connections with a Diverse Customer Base 2. More Innovative Solutions 3. Improved Performance Effectiveness 4. The Right Thing to Do Organizational Strategies for Welcoming and Supporting Diversity 1. Recruit Diverse Employees 2. Ensure Diversity at the Top Levels 3. Establish Employee Networking Groups 4. Establish Mentorship Programs 5. Seek Diversity among Business Partners Communicating with Diverse Workers Age Diversity Gender Diversity Summary Notes Chapter 2: Cultural Competence What is Cultural Competence? Why Culture Matters A Closer Look at Cultural Differences Developing Cultural Competence Barriers to Cultural Competence Overcoming the Barriers A Case Study of Corporate Cultural Competence Culture and Communication Style Culturally Competent Communication and Empathy How to Improve Your Intercultural Communication How Your Employees Can Improve Their Intercultural Communication Summary Notes Chapter 3: The Sequence for Success Model Interpersonal Communication and Interpersonal Relationships Relationships and Emotional Conditions Emotional Conditions and Performance Employee Engagement Facilitating Engagement through Communication Summary Notes Part II: Get Along Chapter 4: Strategies for Finding Out What's Going On Emotional Intelligence Communicating Bad News Receiving Bad News Apologizing Cultural Differences in Responding to Bad News Strategies for Checking Understanding Listening Reading Nonverbals Asking Questions Listening to the Grapevine Summary Notes Chapter 5: Strategies for Strengthening Work Relationships The New Golden Rule Empathy Loyalty, Commitment, and Job Satisfaction Trust Trusting Them Trusting You Diversity and Work Relationships Summary Notes Part III: Get It Done Chapter 6: Strategies for Communicating Job Expectations Communicating Job Expectations The Tell-Show-Do Formula Tell Show Do Formal Training Programs 1. Conduct a Needs Assessment 2. Design Instructional Materials 3. Determine Logistics 4. Help Adults Learn 5. Evaluate Outcomes The Case of the Unused Equipment Benefits of the Proactive Training Model Summary Notes Chapter 7: Strategies for Giving Performance Feedback Informal Performance Feedback 1. Describe the Inappropriate Behavior 2. Express why the Behavior is Inappropriate 3. Specify the Behavior You Want the Employee to Adopt 4. Tell the Consequences of Adopting and Not Adopting the Behavior Formal Performance Reviews Purpose Timing Location Message Content Outcome Performance Feedback for Culturally Diverse Workers Defensive and Supportive Communication Climates Evaluative vs. Descriptive Control vs. Problem Orientation Neutrality vs. Empathy Superiority vs. Equality Certainty vs. Provisionalism Summary Notes Chapter 8: Strategies for Managing Conflict Pros and Cons of Workplace Conflict Causes of Workplace Conflict Strategies for Managing Workplace Conflict Managing Conflict with Bosses: Avoid Managing Conflict with Bosses and Peers: Accommodate Managing Conflict with Bosses and Peers: Compromise Managing Conflict with Direct Reports: Force Managing Conflict with Anyone: Collaborate Develop a Positive Communication Climate Set Ground Rules Around How Team Members Express Disagreement Embrace Differences in Style, Background, and Perspective Among Team Members Invest Time in Relationship-building Encourage Team Members to Hold One Another Accountable for Following the Team's Ground Rules Negotiation as a Conflict Resolution Strategy Summary Notes Chapter 9: Strategies for Detecting Deception The Importance of Nonverbal Cues Misinterpretation of Nonverbal Cues Position Baseline Nonverbal Cues Movements and Gestures Manipulation of Clothing Personal Space Misleading Artifacts Voice Summary Notes Part IV: Get Ahead Chapter 10: Trends in the Global Workplace Trends 1. Increased Reliance on Technology Remote Work Media Sensitivity Media Surveillance 2. Increased Reliance on Teams and Collaboration Leading Teams 3. Increased Workforce Diversity Types of Diversity Culturally Sensitive Communication 4. Heightened Emphasis on Ethics My Code of Conduct Summary Notes Chapter 11: Strategies for Thriving in the Global Workplace Self-Assessment Tools The Diversity Awareness Continuum Bennett's Model How Culturally Competent Managers Behave Additional Managerial Competencies Your Improvement Plan Developing Culturally Sensitive Employees The Bottom Line: Culturally Sensitive Managerial Communication Summary Notes Appendix 1: Tips for Improving Your Team's Intercultural Communication Appendix 2: Conflict Resolution Survey Score the Conflict Resolution Survey When to Choose Each Conflict Resolution Approach Appendix 3: Work Plan Template Bibliography Index