Communication is the key to success in any team, but especially in international and multicultural teams. These are teams whose members come from different countries and cultures, and often speak different languages. They may work remotely or across different locations and time zones. They may collaborate on projects that span across borders and markets. They may face complex and dynamic challenges that require creativity and innovation.

We know this better than anyone. At Flux, we work with specialists, partners, and clients from the US, UK, UE, Philippines, Australia, Mexico, Vietnam, New Zealand, Ukraine, and Russia.

So we have a great appreciation for multicultural communication. And since the topic is close to our hearts we decided why not share.

In our experience, cultural sensitivity and diversity is not something that is easily ingrained later on, so it is important to get it right from the start. In this article we’ll be taking a deep dive into what modern-day teams look like, how they communicate, and how to preempt and mitigate any communication issues that come up. We’ll also be taking a look at what project managers can do to facilitate better communication and a smoother work environment.

Modern-day Team Communication

International and multicultural teams have many advantages over homogeneous teams. They can leverage the diverse perspectives, experiences, and skills of their members to generate novel ideas, solutions, and products. Also, they can access and serve a wider range of customers and stakeholders. And finally, they can foster a culture of inclusion and learning that attracts and retains talent.

However, international and multicultural teams also face many challenges when it comes to communication. Language barriers can cause misunderstandings and confusion. Cultural differences can lead to conflicts and mistrust. Etiquette rules can vary widely and create awkwardness or offense. Feedback can be misinterpreted or ignored.

An important question to ask is how can international and multicultural team members communicate effectively with each other? How can they overcome the communication barriers and harness the communication opportunities? How can they build trust, rapport, and collaboration across different cultures and languages? These are some of the questions that this article will address. We will discuss four aspects of communication that are important for international and multicultural teams: language, culture, etiquette, and feedback. We will provide some tips and best practices on how to improve each aspect and enhance the communication quality and performance of your team.

There is no one-size-fits-all solution when it comes to communication. Different people communicate differently, and this is particularly true in a multicultural workplace. Many cultures have their own styles and rules of communication, and your own communication style may need to be revised with team members from different cultural backgrounds. Equally, expecting employees from other cultures to communicate in ways that do not fit with their own culture can be frustrating and stressful for them, not to mention counter-productive.

Managing a multicultural workplace should accommodate not only the culturally diverse needs that are directly related to work but also broader needs and habits.

Challenges & mitigation techniques

Effective communication lies at the heart of successful project management, particularly when working with multicultural teams. Project Managers need to communicate effectively to ensure project success. This involves sharing information, ideas, and concerns with team members, stakeholders, and clients. 

So, for example, how do we tackle this at Flux? To communicate effectively, our Project Managers listen actively, understand their audience, and respond appropriately. They also communicate their messages clearly and concisely to avoid confusion and misunderstandings. It’s important that Project Managers choose the right communication channels for each situation, such as email, instant messaging, video conferencing, or face-to-face meetings. They should also be mindful of cultural differences in communication styles, expectations, and norms to avoid misunderstandings.

Effective communication is one of the most important skills a project manager can possess. However, with the increasing globalization of the workplace, project managers are faced with new communication challenges that can impact the success of their projects. Below, we’ve singled out just some of the hot topics that may arise in communication. Our suggestions and tips are based on the experiences we’ve had with our international partners over the years.

1. Holidays

While congratulating the team on holidays such as Christmas, New Year’s, and other religious or cultural celebrations, it is essential to consider the diversity of team members. Different team members may follow different religions or celebrate different cultural holidays. It is important to respect these differences and ensure that no one feels excluded or uncomfortable.

For example, when sending out a holiday greeting, it is best to use a neutral message that acknowledges the season without referencing specific religious or cultural celebrations. This can include messages such as “Happy Holidays” or “Season’s Greetings.”

If you are aware of the religious or cultural background of a team member, you can also send a personalized message that acknowledges their specific celebration. For example, if you know that a team member celebrates Hanukkah, you could send a message wishing them a “Happy Hanukkah.”

By being mindful of the diversity of team members, you can help create an inclusive work environment where everyone feels valued and respected. This can also improve team morale and productivity, as team members will feel more comfortable and motivated to work together towards project success.

Individual examples:

• Season’s greetings to you and your loved ones!
• Best wishes to you and your family!
• Happy holidays to you and yours!

Longer examples suitable for channels:

• Happy holidays to all of you! I’m so proud of our team and the amazing work we have done this year. You are a talented and diverse group of people and I appreciate your contributions and perspectives. I hope you enjoy celebrating the holidays of your choice and have a wonderful time with your families and friends.
• Season’s greetings to everyone! I want to thank you for being a part of our team and for sharing your skills and insights with us. You are a remarkable and multicultural team and I value your collaboration and support. I hope you have a festive and joyful time celebrating the holidays of your culture and country.
• Best wishes to all of you! I’m grateful to have you on our team and to learn from your experiences and backgrounds. You are an awesome and diverse team and I admire your excellence and innovation. I hope you have a relaxing and peaceful time celebrating the holidays of your region and preference.

2. Time zone

Always need to remember the time zone difference, and send a scheduled message if it is off time for a teammate. Consider time dif effect on productivity (e.g. it is the first hour of the work you are productive and full of energy, and your teammate is finishing work in minutes. 

Some of the issues that can arise regarding time zone differences in those kinds of teams are:

• Delays in communication and feedback: When team members are working in different time zones, they may not be able to communicate or respond to each other in real-time. This can cause delays in getting answers, resolving issues, or providing feedback. It can also affect the quality and accuracy of the information exchanged.
  • Solution: Establish clear communication channels, define communication norms, identify overlapping working hours, encourage asynchronous communication, emphasize documentation and knowledge sharing, and regularly review and adapt.
• Difficulty in scheduling meetings and deadlines: When team members are working in different time zones, they may have to adjust their schedules to accommodate each other’s availability. This can be challenging and inconvenient, especially if there are large gaps between the time zones. It can also create confusion and frustration if the meetings or deadlines are not clearly communicated or agreed upon.
  • Solution: Use scheduling tools, plan meetings in advance, find common meeting windows, rotate meeting times, leverage recorded meetings, provide flexibility.
• Reduced collaboration and engagement: When team members are working in different time zones, they may have fewer opportunities to interact and collaborate with each other. This can affect their sense of belonging and engagement with the team and the project. It can also reduce their trust and rapport with each other, which are essential for effective teamwork
  • Solution: Foster a strong team culture, encourage regular communication, leverage collaboration tools, establish overlapping work hours, distribute responsibilities effectively, encourage knowledge sharing, facilitate cross-cultural understanding, and provide feedback and recognition.

If the time difference is big (more than 7-8 hours) always remember to send a message with full details not to let a teammate send another question and pause the conversation/decision-making for another day. 

3. Misinterpretations & Misunderstandings

Cultural differences can also lead to communication breakdowns. For example, certain gestures or phrases that are common in one culture may be considered rude or offensive in another. Project managers can help overcome these differences by learning about the cultural norms of team members and encouraging open dialogue to address any potential misunderstandings.

What one says, the other may misinterpret. Where the parties speak different languages the chance for misinterpretation is compounded. 

For example, in Persian, the word “compromise” apparently lacks the positive meaning it has in English of “a midway solution both sides can live with,” but has only a negative meaning as in “our integrity was compromised.” Similarly, the word “mediator” in Persian suggests “meddler”, someone who is barging in uninvited.

In early 1980 U.N. Secretary General Waldheim flew to Iran to seek the release of American hostages. His efforts were seriously set back when Iranian national radio and television broadcast in Persian a remark he reportedly made on his arrival in Tehran: “I have come as a mediator to work out a compromise.” Within an hour of the broadcast his car was being stoned by angry Iranians.

Getting to Yes Roger Fisher, William L. Ury, Bruce Patton

Some more examples of misinterpretation and miscommunication in international teams are listed below. (And yes, it’s true, some of these faux pas have happened with our Flux team too.) 

• Language barriers: One of the most evident challenges in multicultural teams is language diversity. Language barriers can hinder clear communication, leading to misunderstandings, misinterpretations, and inefficiencies. To address this challenge:
  • Encourage the use of a common language: Identify a shared language for communication within the team. This can be a language that most team members are proficient in or the language commonly used in the organization.
  • Provide language support: Offer language training or translation services to bridge any gaps and ensure that all team members can express themselves effectively.
  • Promote active listening: Encourage team members to actively listen and seek clarification when needed to avoid misunderstandings.
• Cultural differences: Cultural differences often manifest in varying communication styles, including direct versus indirect communication, high-context versus low-context communication, and the use of non-verbal cues. To navigate these differences:
  • Develop cultural sensitivity: Educate team members about different communication styles and cultural norms to foster understanding and empathy.
  • Encourage explicitness: Emphasize the importance of clear and direct communication, ensuring that messages are expressed explicitly to minimize ambiguity.
  • Promote active engagement: Encourage all team members to actively participate in discussions, ask questions, and provide feedback to ensure that everyone’s perspectives are considered.
• Etiquette rules: Etiquette rules play a crucial role in facilitating respectful and effective communication within multicultural teams. Need to consider:
  • Establish guidelines: Develop a set of etiquette rules that address areas such as professional conduct, punctuality, meeting protocols, and respectful language usage.
  • Promote cultural awareness: Encourage team members to learn about each other’s cultural norms and practices to avoid unintentional breaches of etiquette.
  • Lead by example: Project managers should exemplify proper etiquette and foster a culture of mutual respect and inclusivity.
• Non-Verbal Communication: Non-verbal cues, such as body language, gestures, and facial expressions, can vary significantly across cultures, leading to potential misunderstandings. Here’s how you can tackle this challenge: 
  • Promote awareness of cultural differences: Educate team members about cultural variations in non-verbal communication to minimize misinterpretations.
  • Emphasize explicitness and clarity: Encourage team members to express their thoughts explicitly, using verbal communication to supplement non-verbal cues.
  • Seek feedback and confirmation: Encourage team members to seek confirmation or clarification when non-verbal cues are ambiguous or unclear.

4. Gestures

• In this part of the article, let’s discuss gestures and their meanings across cultures, as gestures are also considered as communication language.
  Here are some examples of how gestures can be interpreted differently in various countries:

Thumbs Up:

• In Western cultures (e.g., the United States), a thumbs-up gesture is generally regarded as a positive sign, meaning “good job” or “well done.”
• In some Middle Eastern countries (e.g., Iran and Afghanistan), the thumbs-up gesture is considered offensive and equivalent to giving the middle finger.

Okay Sign:

• In many Western countries, forming a circle with the thumb and index finger to create the “okay” sign signifies that everything is fine or acceptable.
• In countries like Brazil, France, and Turkey, this gesture is seen as an offensive symbol representing a vulgar term or insult.

V Sign:

• In the United States and many Western countries, forming a V shape with the index and middle fingers, with the palm facing outward, is a gesture for victory or peace.
• In countries like the United Kingdom, Ireland, Australia, and New Zealand, when the back of the hand is facing outward, this gesture is considered offensive and equivalent to giving someone the middle finger.

Nodding and Shaking Head:

• In most Western cultures, nodding the head up and down signifies agreement or approval, while shaking the head from side to side indicates disagreement or disapproval.
• In some Eastern cultures like India, Nepal, and Sri Lanka, a side-to-side head shake can be interpreted as agreement or acknowledgment, whereas a vertical head bobble can express ambiguity or uncertainty.

5. Meetings/calls

One of the key elements of this process is having a clear and structured approach to organizing meetings and documenting their outcomes. Here are some reasons why agenda, meeting minutes, actions, and other related items are important for project managers:

• Agenda: A well-planned agenda is essential to ensure that meetings run efficiently and effectively. It helps to set the tone for the meeting and provides participants with an understanding of what will be discussed. The agenda also helps to keep the meeting focused on the key issues at hand and prevents discussions from straying off-topic.
• Meeting Minutes: Meeting minutes serve as a written record of the discussions and decisions made during the meeting. They provide a reference for attendees and stakeholders who were unable to attend the meeting and ensure that everyone has a clear understanding of what was discussed and decided upon. Additionally, meeting minutes serve as a reminder of action items that were assigned and any deadlines that were set.
• Action Items: During meetings, action items are assigned to various participants to ensure that tasks are completed and progress is made. These action items should be recorded and tracked to ensure that they are completed on time and that progress is made toward achieving the project goals. By keeping track of action items, project managers can identify potential bottlenecks.

6. Technology issues

Technology can be a blessing and a curse when it comes to communication. On the one hand, tools like email, instant messaging, and video conferencing make it easier to stay in touch with team members regardless of their location. On the other hand, technical glitches, slow internet speeds, and incompatible software can all cause frustration and delays. Need to employ project management tools, communication platforms, and virtual meeting software that facilitate seamless collaboration and information sharing. Need to ensure that all team members have access to and are comfortable using these tools, and provide training if needed.

7. Over-reliance on written communication

Over-reliance on written communication can present significant challenges within multicultural teams. Although written messages are essential for documenting important information, they also have inherent limitations that can hinder effective communication. Tone, context, and nuances often get lost in written exchanges, resulting in misunderstandings and potentially causing hurt feelings among team members. So, project managers should actively encourage verbal communication whenever possible. 

Instead of relying solely on emails or instant messaging platforms, utilizing video conferencing can bring a human touch to the interactions. Furthermore, when relying on written communication, it is essential for project managers to be diligent in clarifying any ambiguities that may arise. Ambiguous messages can lead to confusion and misinterpretation.

All of this speaks further to the needs of keeping the balance between written and verbal communication. By that token, PMs should enhance collaboration and foster a better understanding among team members, recognizing the limitations of written messages and actively promoting alternative forms of communication.

8. Avoid Stereotypes

When working in a multicultural team, it is important to be mindful of cultural differences without relying on stereotypes. Avoid making assumptions about employees’ behaviors based on their cultural background. Treat coworkers as autonomous individuals regardless of their cultural upbringing.

Acknowledging cultural differences is important, but be cautious not to perpetuate stereotypes unintentionally. Good intentions can sometimes blind you to the fact that you’re perpetuating a stereotype.

Pro tip: Avoid assigning tasks solely based on cultural assumptions. Stereotyping team members can limit their skills range, hinder their career progression, and result in low job satisfaction and high turnover. As a manager, it is your responsibility to develop employees’ careers and help them reach their full potential.

9. Feedback

Providing your team with honest and constructive feedback is a significant part of the management duties. As a leader of a multicultural team, Project Managers have to be cautious about evaluating someone’s work. Acknowledging and understanding the distinct specifications and feedback-giving styles inherent to each country is crucial for project managers seeking to foster an inclusive and effective feedback culture.

In this part of the article, we will explore key considerations as well as the generalized feedback-giving styles for some countries.

NOTE: these are generalizations, and individual preferences can still vary within a culture.

• United States

In the United States, feedback is often direct, explicit, and focused on individual achievements. It is common to provide constructive criticism openly and directly, emphasizing areas for improvement and offering specific suggestions for growth.American employees are known for using words like “fabulous” and “awesome”, but when it comes to negative feedback, they prefer to deliver it in writing.

• United Kingdom

British employees tend to be less direct than Americans, both when complimenting or criticizing. They use adverbs like “maybe” and “possibly” to soothe criticism.

• Japan

In Japanese culture, feedback tends to be more subtle and indirect. Individuals may use non-verbal cues or rely on contextual clues to convey criticism. Feedback is often given in private settings to preserve harmony and maintain face.They usually skip giving negative feedback at all so the recipient must find the implicit meaning.

• Germany

In Germany, feedback is typically straightforward, direct, and focused on performance and results. Germans value honesty and expect feedback to be given in a professional and matter-of-fact manner. German employees have a tendency to give negative feedback directly, and are less likely to provide positive feedback in general.

• China

In Chinese culture, feedback often emphasizes collective harmony and face-saving. It is common to provide feedback indirectly and to focus on the positives before addressing areas for improvement. Feedback may be conveyed through subtle hints or by using stories or metaphors. Additionally, Chinese employees tend to modify their feedback according to where an employee sits within the hierarchy of the company. For example, a businessperson would give softer feedback to a colleague but will strongly criticize a subordinate.

• Brazil

In Brazil, feedback is often given in a more personal and informal manner. Brazilians value building relationships and may prioritize maintaining harmony over direct criticism. Feedback is typically provided in a considerate and supportive manner, emphasizing personal growth and development.

Takeaways and Final Tips

Effective communication is crucial for the success of international and multicultural teams. While these teams offer diverse perspectives and skills, they also face unique challenges such as language barriers, cultural differences, etiquette rules, and feedback misunderstandings. 

At Flux we’ve found that to enhance communication quality, team members should consider language differences, promote cultural sensitivity, establish etiquette guidelines, and be aware of non-verbal communication variations. Additionally, factors like time zone differences and technology issues should be managed to avoid delays and misunderstandings. Project managers must create an inclusive work environment, respecting holidays and cultural celebrations, and providing clear agendas, meeting minutes, and action items. Here’s a quick checklist for all PMs to keep in mind:

1. Lead by example

2. Celebrate and value diversity

3. Establish communication guidelines

4. Provide language support

5. Encourage questions and seek clarification

It is important to avoid stereotypes and acknowledge individuality within the team. Lastly, giving feedback requires understanding feedback-giving styles across cultures, such as directness in the United States. By addressing these communication aspects, international and multicultural teams can foster collaboration, trust, and project success.