TECHNIQUES FOR RESOLVING CROSS CULTURAL DISPUTES
by Bob Delaney, courtesy of www.HR.com
02/01/07

1. Don’t assume all disputes that involve people of different cultures, have a cultural component.

2. Provide a thorough explanation of the dispute resolution process. Never assume that what you are saying is being understood.

3. If feasible, draft documents in the language of all parties.

4. Provide for, or allow for, the use of interpreters.

5. Respect the other person’s point of view.

6. Ask for frequent expansion on points that you are unfamiliar with, especially if they relate to cultural issues.

7. Investigate the cultural norms of the people that are involved in the dispute. It could be a matter of misunderstanding. This is also useful for validating cultural claims.

8. Highlight the presence of the various cultures at your work and foster understanding through cultural events. Tolerance is built on understanding.

9. Recognize and investigate the cultural differences in the use of body language, emotions and problem solving.

10. Create opportunities for the parties to validate the concerns of each other. This includes the recognition and constructive expression of differences. Likewise, cultural similarities should be creatively sought out and highlighted.

11. Educate those from other cultures on the values and norms of our society, so as to diminish the potential for culture clash.

12. Be patient, flexible and willing to learn.

13. Be creative in fashioning solutions. Think out of the box and encourage input on how things are done “over there”.

Conclusion

These are not tools for dealing with culturally motivated disputes per se. This is an important distinction, as bigotry and emotionally anchored perceptions are the most difficult disputes to deal with. Culturally based disputes are often entrenched in long held beliefs and suspicions and often lead to violence.

The goal of this article is to outline techniques for maximizing the outcome of disputes that may involve people of different cultures.

The goal of business managers is to maximize the potential revenue of the business and minimize its costs. The pursuit of a multicultural workforce should not be viewed as anything other then good business. It is good business because it provides you with a valuable internal resource that can be leveraged to a competitive advantage.

Effectively managing disputes minimizes costs. These techniques may level the playing field through fairness and accommodation of differing communication needs, thereby enriching the corporate lives of those affected. Ensuring fairness and procedural equity should not be negotiable.