The B.E.S.T. Cross Cultural Communication Program

When we stay in a mindspace of being right just the way we are, we do two things:

1. We dishonour our colleagues or customers who may be different, and who also believe they are right just the way they are! And

2. We block potential for co-operation, for improved service, sales, leadership and communication generally, and most importantly, we diminish our own learning capacity.

This program was originally designed for a major Australian organisation involved in the international marketplace. A high proportion of their customers are from other parts of the world, as is a large number of their workforce.

This program’s purpose is to elevate understanding and respect, to provide the actual experience of being different in order to develop greater empathy, to encourage awareness of common ground, and to create a higher-level focus of purpose, intent, and outcomes.

Each program is customised specifically for you, usually after a cultural assessment and diagnostic evaluation. .

Course contents generally include:

• An understanding of our big purpose
• The four levels of awareness we need to work effectively
• Understanding the concept of culture and its implications
• Key Success Indicators – your attitude, behavioural styles and strategy
• Exploring different cultural values – our own and others’
• Giving and receiving the right impression
• Understanding difference in behavioural styles
• Seeing things differently for dealing with difficult people
• Understanding ‘face’ (Saving, Giving and Losing)
• Taking the HEAT – a simple dispute resolution processes
• Professional assertiveness
• Living ‘above the line’

The B.E.S.T. process is an initial facilitated workshop held over one full day, followed by a series of 10 Refresher Sessions of approximately 30 mins duration, which are conducted over successive weeks by managers or supervisors. These managers are trained as Refresher Session Leaders in a half day workshop held closely following the initial workshop, which will also provide some coaching and leadership skills related to the program. This ensures their ownership and authority, confidence and competence in leading the program over the following weeks to ensure behavioural change takes place.

Workshops can be conducted for up to 20 participants, who will be divided into clusters of 5 or 6. The minimum effective group size is 8-10, as much learning takes place from participant participation.

Equipment used is kept to a minimum, to allow real-time discussion and involvement; flip charts and workbooks are our preferred media. Additionally, specifically customised ‘keeper’ items can be developed, such as mugs, pens etc, to act as ongoing reminders of the B.E.S.T. principles.

Although intensive and hard-working, the entire program is lively, interactive and enjoyable, providing valuable discovery-learning processes in a friendly environment. The timing and duration of the program can vary according to client needs and the structure of the organisation.

ACTION STEPS

We are passionate about the impact of this program on your workforce, having witnessed some remarkable results.

To organise your own customised version of The B.E.S.T. Cross Cultural Communication Program, or for an initial exploratory discussion, please contact us.