Webinar presentation for PMI Global Diversity CoP on 7/26/2011

1. Diversity and Global Communication Challenges Som Gollakota http://www.GollakotaInc.com July 2011 Global Diversity Community of Practice

2. Welcome Quick welcome to all by moderator Rules of engagement All participants mikes are muted – if your mike is not muted please do so Participants post questions in the chat forum The presentation will be available for playback. It will be uploaded to the Community’s website approx. 2 days after the presentation Welcome presenter

3. What is Diversity? Is it purely geography-based culture? Is it always Global? Could it be Local as well? Simple Definition – Different! Anything that is different from our own Standard Differences Includes Ideals, Ideas, Viewpoints, Experiences etc. More than just acknowledging differences So, Where is Diversity? – Everywhere!

4. Diversity – Basis & Manifestations Common Basis – Race, Ethnic Background, Nationality, Gender, Age, Caste Sexual Orientation, Physical Abilities Language, Accent Up-bringing, Schooling, Personal Experiences Common Manifestations – Prejudice Discrimination Favoritism

5. Diversity – Factors to Consider Global Often deep-rooted and hard to change (not impossible) Societal aspects such as social status, caste system etc. Economic Conditions contributing to societal elements Cultural Background such as hierarchy Language Barriers Local Largely Homegrown Behavioral and Personal Corporate and Organizational Highly Individualistic Group-based Language Barriers

6. Diversity – Factors to Consider Cultural Aspects Cultural Hierarchical (Boss & Sub-ordinate, Senior-Junior) Hierarchical Indecision – Seeking “permission” Client/Vendor Vs. Partner Self-Confidence Vs. Arrogance Language Aspects Grammar, Accents, Intonations Choice of Words (Asking vs. Demanding, and others) Tempo and Voice Modulations Firm And Assertive Vs. Rude Societal Aspects Social Status, Caste Systems, Gender

7. Diversity – Factors to Consider Corporate Aspects Hierarchical Vs. Cross-Functional Context-building Vs. Minutes Verbal Vs. Written Record (CYA) Geographical Aspects Time-zones, IST-Factor Working Hours – 24x7 Vs. 9x5 Global Outsourcing Partners Come with their own communication challenges Never say ‘No’ to Customer (even when required)

8. Global Outsourcing Partners Attrition and Knowledge Management Beyond Client’s Control How are they managing their knowledge? High Competition and Will to Survive – Leading to Knowledge Hording Faster and Cheaper Delivery Lack of Documentation (“Have to” Vs. “Need to”) Evolving Markets – Warm Bodies Vs. Skilled People Expectations Mismatch (Over promise – Under Deliver) Lack of Risk Management Seldom do Feasibility Study before Accepting Work Fear, Hope Creep, Individual Egos, Reactive Vs. Proactive

9. Global Communication Challenges Global/ Virtual Teams Cultural Diversity Time Zones Language Lack of Focus Fear Inexperience Lack of Planning Lack of Analysis Improper Identification

10. Communication Skills – Listen Set Frame of Reference – Self or Speaker Self – For Understanding – AKA Active Listening Ask Questions, Provide Feedback, Paraphrase Speaker – With Empathy Understand thoughts and feelings Read Verbal and non-Verbal Clues Understand the Message (Not Just the Verbiage) Not Agree or Feel, but Understand!

12. Intended receiver clearly understands the information itself, its meaning and spirit, and receives it at the right time

16. Source of Official Record

17. Mostly a Two-way street

18. Unofficial communication – Inbound Only

20. Time zone

21. Individual AspectsInformation Relevance Form Language Recipient Needs Time Style

22. Summary Diversity – Anything that is different from our own Is more than just acknowledging and understanding Is Global, Local and Everywhere Effective Communication Center of the Communications Quadrant Acknowledge and Understand Diversity Aspects Identify, Plan, Communicate and Verify Organize meaningful Information and Transmit It Verify Communication Manage Perception