Dealing with difference: The grammar of tact

Many of us work in culturally mixed environments. That can be very exciting while things are going well. But nothing brings out our different origins and values like conflict. We react instinctively, based on our gut feelings, and suddenly we find ourselves deeply at odds with the people around us, a stranger in a strange land or a host to a bunch of barbarians. Even a minor conflict can become a blame game, making it very difficult to work together. It's generally a good idea to talk it over, but before you do, be sure you understand the differences between verbal and non-verbal cultures described by Ken Taylor in the November edition of Spotlight. Once you know what the differences are and why they can upset people, you can speak a language your counterparts will understand.

Our language exercises this week look at two of the most effective tools in any first aid kit for intercultural conflict resolution, the language of active listening and of tactful requests. See how well your language skills and intercultural experience guide you in improving the cross-cultural dialogue.

Anne Hodgson