how to prevent an international incident: communicating with global teams

How to Prevent an International Incident:Communicating with a Global Team

Meredith Kramer and Paula Berger

@Meredith_Kramer @PaulaBerger #LavaCon

About the Speakers

Paula Berger•Managed global teams for 15 years•Currently on global team; manages writers in India•Ran a global standards group•Traveled to 30+ countries for work

Meredith Kramer•Manages writers on global teams in the US and India

•Has been a writer on global teams for 10+ years

•Helps global teams implement standards in an agile environment

Global Teams are the Same but Different

Virtual vs. Face-to-Face TeamsDifferent challenges:•Communication•Culture•Environment•Logistics•Meetings•Language and writing

Same ideas:•Common goals•Sharing information•Trust and respect•Collaboration•Cooperation•Coordination•Support

Reminders:•Use the power of “we”.•Work at becoming a team.

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Build Relationships

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Build Relationships

• Learn about the people you are working with• Helps you understand them more fully• Can give you insight into how they think about issues

• Make time for "water cooler" talk: topics like weather, family

• Connect through social media such as twitter• Find common interests, topics, goals• Be flexible, adaptable, and accommodating

• Respect differences• Be patient

• Try to learn (and teach, if appropriate)

Acknowledge Cultural Differences

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Acknowledge Cultural Differences

• Attitudes and expectations differ by country• Even in US – North v. South• “Yes, ma’am”

• Authority and titles may mean more• Deadlines may not be perceived the same way• Is innovation encouraged or frowned upon?• Are suggestions OK?• Etiquette – “Yes, Paula” every time in India• Work life – work hours, meals, transportation

Manage Meetings

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Manage Meetings

• We lose context with distance• Facial expression (nods, smiles, head shakes)• Body language (crossed arms, leaning in)

• Silence can mean many things• On mute by accident• Private discussion • Lost line

• Limit multitasking• It’s hard enough to focus in a conference room.• Don't respond to emails or have side conversations.

• Use business tools to help – shared screen, agenda, chat

Can You Repeat That?

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Can You Repeat That?

• Speak slowly. Everyone has an accent.• Ask if everyone can hear you clearly.• Ask if there are questions.• Minimize noise. Ask people to mute when not speaking.

Say What You Mean and Mean What You Say

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Say What You Mean and Mean What You Say

• Does “yes” really mean “yes”? Not in Japan or India.• “No” is rude in some cultures.

• “I understand” does NOT mean I agree with you.• Be very explicit when speaking or writing • Misunderstandings are common, hard to detect and solve

• Context is different, less common ground to start from• No visual cues or body language

• Does everyone understand what is said? What it means?• English is often the 2nd or 3rd language• Words have different meanings in different cultures.• Watch out for idioms. (Americans use baseball words.)

Set Clear Expectations

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Set Clear Expectations

• Write it down!• Need to be able to refer to discussions / decisions later.• Never assume; confirm everything.

• What day is it? What time is it? Use multiple clocks.• Identify the expectation.

• I expect _____________.• By ____________ I mean ____________. • Give an example.

• Everyone needs to leave with the same understanding.

Meredith KramerMeredith.Kramer@netiq.com

Paula BergerPaula.Berger@schneider-electric.com