How to Resolve Differences and Improve Communication Efficiency in Cross-Cultural Teams

Acorn Worldwide Solutions' approach involves a multinational team based in Taoyuan, Taiwan, and London, United Kingdom, consisting of four key members (two from the UK and two from Taiwan). Confronted with vastly different cultural backgrounds, languages, time zones, and a physical distance of 9,800 km, how can they overcome these obstacles to ensure smooth collaboration?

Overcoming Physical Barriers with Remote Work

We are all aware that remote work has become a growing trend, accelerated by the pandemic. Some organizations quickly adapted to this model, while others quickly reverted to their original work setups due to various reasons. Whether remote work can provide a conducive environment depends on the type and characteristics of the team.

Is remote work akin to a long-distance relationship?

Team members, separated by vast distances, must work remotely to overcome physical barriers, often completing tasks independently. Given that our work involves a significant amount of individual effort, communication among members relies heavily on written messages and online meetings, in addition to occasional face-to-face interactions. Remote work, in a way, resembles a long-distance relationship, testing two major "realities":

ⓐ Communication

ⓑ Trust

Making communication clear and understandable involves clear storytelling. American anthropologist Edward T. Hall categorized cultural contexts in his 1976 book "Beyond Culture" into "high-context culture" and "low-context culture." In high-context cultures, one needs to grasp indirect information (such as expressions or body language) to understand the true meaning behind communication (e.g., the Japanese skill of reading the atmosphere). Conversely, low-context cultures rely on clear, direct language to convey messages.

We can all be influenced by both types of cultures, exhibiting characteristics of both high and low-context cultures at different times. However, in a multicultural work environment, it is generally advised to convey messages in a clear and direct manner. While work involves many soft aspects, workplace communication primarily emphasizes precision and efficiency. Therefore, it's best to avoid expecting the other party to understand implicit meanings and instead focus on conveying information as clearly as possible.

Additionally, since team members work from different locations, task delivery must be presented through briefs and digital platforms. Basic briefs should cover:

1.     Task objectives

2.     Task background

3.     Delivery format

4.     Delivery timeframe

These outlines can be adjusted based on the project, but remember that simple and understandable communication isn't necessarily "short and minimalist." Insufficient communication can lead to back-and-forth questioning even in face-to-face interactions, hampering efficiency.

Taking Small Steps to Reduce Psychological Distance

Acknowledging that our team members are living, breathing humans, and understanding each other's personalities and ways of doing things is best achieved through real-life interactions. Hence, we still hold regular physical meetings to reduce psychological distance. Moreover, online informal communication is essential, akin to socializing with friends on social media. We maintain a separate communication window for general chat between team members.

Creating an Immersive Remote Work Environment

Remote work offers freedom, but this freedom must be built on self-discipline. To enhance trust and self-discipline among members, transparency is vital regarding everyone's work and client progress. Therefore, we've established a project management mechanism based on daily, weekly, monthly, and quarterly intervals. This approach not only fosters self-management skills but also allows everyone to stay informed about their work progress, ensuring mutual understanding of each other's work status.

Setting Overlapping Work Time to Overcome Time Zone Barriers

We've divided our work hours into two segments: independent work time and communication time.

Due to an 8-hour time difference between Taiwan and the UK, we've aligned working hours to overlap. For instance, in the winter, Taiwan's 17:30-18:30 corresponds to the UK's 9:30-10:30, creating a period for members to communicate. During this time, real-time online meetings or instant message replies can occur. For task delivery outside this period, digital tools are the primary means of communication.

A small-scale multinational team creates challenges but they are far from insurmountable, and it also offers many exciting aspects. While lacking the formalized SOPs of larger corporations, it presents opportunities for experimentation.

If you have any thoughts about remote work in cross-cultural teams, feel free to leave a comment or message us for a fruitful exchange of ideas!