This is a general overview of intercultural communication that helps to unveil the different aspects, background and skills to communicate effectively with different cultures

1. Intercultural communication Course

2. Intro, welcome
http://amaroaraujo.com
 Hello, Amaro Araujo here. welcome to this short session of
“Intercultural communication” awareness course.
 This is a quick overview of an existent longer version of the
course available on other channels.

3. Training Objectives - Landing Page
 Know who you are and why you act like you do
 Know how others might act different to stand for same values
 Know the power of observation and non verbal skills
 Understand the culture influence on how people communicate and come
across
 Know how to adapt and respond on a positive tone avoid conflicts and
communicating effectively

4. Lessons: We don’t see things as they are

5. Lessons: We don’t see things as they are

6. Lessons: Perceptions aren’t an absolute truth

7. Lessons: Perceptions aren’t an absolute truth
 Reality vs perception:

8. Lessons: Do your homework
 Search the main cultural aspects of the person background you’re
dealing with or going to meet:
 Handshakes
 Body language
 Expressions
 Voice
 Eye contact
 Direct or indirect communication

9. Lessons: Direct vs indirect cultures

10. Chapter: Be aware of your own personal style and your counterparts

11. Communication basics: This is how we communicate
If people shall trust and believe what we say, the message has to be the same on every
level or signal we transmit, not only with our words.

12. Communication best practices: Non verbal skills to practice
 Putting the other person at ease:
 Squarely face the person.
 Open your posture and relax
 Lean towards the speaker
 Encourage them through receptive (body) language:
 Say “mmmh”, “yes”, “go on”, or “I see”.
 Nod or shake your head
 Make adequate facial expressions
 Use silence when convenient. Don’t interrupt or jump in the middle of their
speaking.

13. Communication best practices: Summarize
 Summarizing is one of the best ways to ensure that you understood
properly what the other person means and vice versa:
 “so what you’re telling me is…..”
 “If I got it right, you say that…”
 Clearly articulate expectations, yours and theirs
 If their expectations aren’t that clear, ask further.
 Observe body language along the way.
 Clarify the risks (of action or inaction)

14. Communication best practices: Reflective listening
 Be present, try to understand the situation from hos Perspective
 Don’t rush in conclusions
 Don’t interrupt or complete the other person sentences
 Don’t come up with potential solutions before listening to the whole story
 How to apply reflective listening:
 Once in a while make a summary of what the other person says and ask if that’s correct
 Focus lies on the other person, not on you
 Read between the lines – what is said and what is unsaid
 Reflect on facts and feelings, like
 So you think
 For you it’s important
 So you had the experience… you like…

15. Communication best practices: Empathy
Empathy: the ability to understand and share the feelings of
another.
Empathy plays a major role in intercultural communication. Due to the cultural
differences it’s important that you first focus on this before you move further or deeper
on your discussions.
 Empathy enables you to know if people you’re trying to reach are actually reached.
 It allows you to predict what effect your decisions and actions will have on your audience.
 Is essential in negotiations and sales.
 It allows you to know your target’s desires and what risks they are or aren’t wiling to take.

16. Communication best practices: : Assertiveness
 Assertiveness is the quality of being self-assured
and confident without being aggressive
 Assertiveness is defined as being confident and direct in claiming one’s rights or putting
forward one’s views
 Sense of standing up for yourself, speaking your mind.
 Setting boundaries
 Effectively saying “No”.
 Actions between Passivity and aggressiveness

17. Communication best practices: : Difficult discussions
 1) Prepare:
 What is my goal? And margin of manoeuver?
 What could the other person want/expect?
 What positive messages could I bring?
 How do I win/maintain trust?
 2) Execute
 How am I feeling about the person?
 How well am I listening to what he/she says is really trying to say?
 How upset/cool/angry/collected am I?
 How do I win/maintain trust?
 3) Follow up
 Summarize, summarize, summarize.
 Ask the other person to tell you in their words what they have understood.
 Good questions to ask:
 Would you like to think about it and we talk again tomorrow/next week?
 What do you need to…
 Can we agree on that?
 What do you propose?

18. Communication best practices: Difficult discussions
 Don’t blame, don’t point, don’t give orders
Instead of
 You were very rude
 You’re saying nonsense
 You blamed me
 Go straight to the point
 I want you to do this and that
The key is to soften the counterpart
Resistance only leads to more resistance
Say something like
 you made me feel very sad
 I can’t subscribe your view point
 You’ve put me on a very sensitive position
 What are you really looking for?
 I need your help. Could you…

19. http://amaroaraujo.com
 You can find me here:
 My website/blog: http://amaroaraujo.com/
 Linkedin: www.linkedin.com/in/amaroaraujo
 Twitter: https://twitter.com/AmaroAlive
 My book in Amazon: https://www.amazon.com/Sale is my passion
 My Youtube channel:
https://www.youtube.com/c/AmaroAraujoInternationalsalesexecutive
 My email address: amaro@amaroaraujo.com
Stay tuned for future topics
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20. Chapter: Intro, welcome