Technical communication has gone global. Today we work on teams with subject matter experts and writing colleagues in other time zones and different environments. Communication is always key to working successfully, but it’s even more important on global teams. Global teams really are different. Gain insight into dealing with practical issues that come up when you’re working with people you’ve most likely never met. Learn behaviors and approaches that will help you avoid having a frustrated team, missed deadlines, and a blown budget – all due to communication issues.

1. How to Prevent an International Incident:
Communicating with a Global Team
Meredith Kramer and Paula Berger
@Meredith_Kramer @PaulaBerger #LavaCon

2. 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

3. Global Teams are the Same but
Different

4. Virtual vs. Face-to-Face Teams
Different 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.

5. Image credit: http:// www.thewinanews.com
Build Relationships

6. Image credit: http:// www.thewinanews.com
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)

7. Acknowledge Cultural Differences
Image credit: http://toplowridersite.com/teaching-culture-in-the-classroom/

8. 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

9. Manage Meetings
Image credit: /http://drchloe.com/blog/5-ways-to-beat-social-anxiety-in-business-meetings

10. 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

11. Can You Repeat That?
Image credit: http://www.independent.co.uk/student/student-life/technology-gaming/can-you-repeat-that-irsquove-got-no-signal-933814.html

12. 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.

13. Say What You Mean and Mean
What You Say
Image credit: http:www.thereturnedmissionary.com

14. 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.)

15. Set Clear Expectations
Image credit: marmaset451

16. 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 ____________.
• Give an example.
• Everyone needs to leave with the same understanding.

17. Meredith Kramer
Meredith.Kramer@netiq.com
Paula Berger
Paula.Berger@schneider-electric.com