Lost in Translation

LOST
IN
TRANSLATION

'Communication is key' is a saying as relevant for our working lives as it is for our personal lives.

With almost 1 in 5 workers not born in the UK, the way we communicate with each other is evolving.

Diversity is good for business. That's what the McKinsey & Company Delivering Through Diversity and the CIPD Diversity and Inclusion at Work reports all emphasise.

But where there’s new room to grow, there’s room for misunderstandings.

Jobsite's latest research asked thousands of UK workers, both British and non-natives, how cultural misunderstandings happen at work.

Maybe it’s a joke that falls flat in the break room, or a misused word that causes raised eyebrows in a meeting. Maybe it’s an accent that led an instruction to be misunderstood, or constructive criticism mistaken for rudeness.

Should we just laugh off these awkward moments, or are they symptomatic of a problem lurking deeper?

Here's what we found out…

The
Multicultural
Workforce

Nearly a fifth of all workers have 10 or more colleagues on their team who were born outside of the UK.

This is creating a vast cultural melting pot where people are willing to share experiences and perspectives.

0%

of those in multicultural teams feel their workplace is accepting towards colleagues from other cultural backgrounds.

0%

of non-native workers feel comfortable talking about their cultural backgrounds.

And it seems as we open up to different cultures, so too do we open up to new ideas and experiences.

61% feel cultural diversity makes work more enjoyable, something that resonates even more with non-native workers (71%).

4 out of 5 people

believe that working in a culturally diverse workplace teaches them new things.

0%

Try a new cuisine or food

0%

Learn new words or expressions

0%

Visit or plan to visit a new country

0%

Learn or improve on a language

0%

Celebrate a religious event or cultural tradition

I got into African food from my colleague who is, funnily enough, Indian, but had a real passion for world foods. I've also discovered plenty of music I didn't know existed from eastern European colleagues - good for parties and driving especially!

360Saturn, Reddit user

In addition to broadening our palettes and vocabularies, cultural diversity seems to benefit our work ethic and enjoyment...

Working in a culturally diverse team…

British workers

Non-native workers

Hover over the dots to see exact values

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20%

40%

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But while multiculturalism may benefit creativity and teamwork, it can also cause fractures.

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of cultural miscommunications occur in face-to-face encounters, with non-native workers more likely to walk away feeling worse than their British colleagues.

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of non-native workers experienced a negative consequence following a cultural misunderstanding moment at work, such as losing confidence (22%) or feeling embarrassed (21%).

I have frequently embarrassed myself in meetings by using the words 'pants', 'stockings' and yes - even 'thongs' - in the wrong context. It's silly, but a part of me worries that I come across less professional and competent in these moments.

Jennifer, Australia - based in London

Thais Compoint

Award-winning diversity and inclusion specialist. CEO of Déclic International. Author of 'Succeed as an Inclusive Leader'.

Why inclusion needs to be everyone's business

An inclusive culture makes everybody feel valued and free to be themselves - even when you’re different from the majority. When we feel included at work, we are more engaged, more productive and more creative. We also collaborate better.

People often expect others to make them feel included, but I often ask people; “what do you do to make others feel included?”, “How do you make new-comers feel welcome?”, “How do you share information with and listen to people who have different backgrounds and opinions to you?”, “Do you socialise with people from different backgrounds?”, “Do you make sure no one feels isolated? “Do you speak out when you come across non inclusive remarks and behaviours?”.

Inclusion benefits everyone and is everybody’s business.

Understanding
Differences

Where cultures mix, sometimes they clash.

And this is seen in the myriad of ways we (mis)communicate at work.

Misunderstandings stem from a variety of experiences and interactions with our colleagues:

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Choice of words

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Tone of voice

0%

Facial expressions

0%

Body language

0%

Written message

I used to work with a Spanish girl. Sometimes when she would send an email she would put something like "jajajaja". I always thought she meant "blah blah blah blah". I thought it was kind of sarcastic or rude... Found out years later that "jajajaja" is basically the Spanish equivalent of "lol" or "haha"!

Sorrycaramel, Reddit user

When I worked for Nokia, I'd ask if someone was 'alright' and my Finnish colleagues would actually reply and tell you how or why they were or were not alright.

Curlyknaphill, Reddit user

Thankfully, most people are keen to smooth things over.

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of native workers have taken steps to help their non-native colleagues fit in better.

What are their top 3 tactics? Predictably, they include tea rounds!

Go-to British behaviours to help non-natives:

Initiate chitchat

0%

Show more politeness

0%

Offer to make a round of hot beverages

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However, despite the good intentions, these 'welcoming' methods can actually have the opposite effect...

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of non-native workers wish their British colleagues would be more direct

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of non-native workers feel their British colleagues come across as ‘fake’ by not always saying what they really mean or think

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of non-native workers believe politeness gets in the way of productivity, whereas 31% of Brits think using manners and politeness helps their colleagues fit in. Oops...

Dr Terri Simpkin

Consultant and inclusion researcher

What's really going on with cultural misunderstandings?

In a multicultural workforce, not every person shares the same cultural ‘backstory’, or rules of interaction, which are embedded in the very fabric of our upbringing. Cultures with Eastern traditions (such as China and Japan for example) commonly rely on all parties having the ‘backstory’ that underpins a message – what we call high context communication.

By contrast, low context cultures (traditionally such as the Australian and German cultures) have more explicit interaction styles. So being polite for one person may be perceived as being vague to another. Being clear and concise for one colleague, may be seen as being blunt or rude by their peers. Either way, a good deal of misunderstanding comes not from verbal messages but from the delivery and misunderstanding of non-verbal or behavioural cues.

But non-native workers are not always direct either.

When it comes to expressing their discomfort following a cultural misunderstanding, many just laugh it off, or put the incident down to a learning opportunity, instead of speaking up.

In previous jobs, I could not necessarily understand what some of my bosses wanted as their instructions were so indirect. I have only learned through years of experience to adapt my language to understand each of my stakeholders.

Delphine, France - based in London

After a cultural misunderstanding at work, here's how we tend to react:

Positive

Negative

Had a laugh

0%

Learnt something new about the other person

0%

Become more aware of how you communicate

0%

Learnt something new about another culture

0%

Seen something from a different point of view

0%

Shared something about your own culture

0%

Felt embarrassed

0%

Felt insulted

0%

Felt distanced from the person

0%

Doubted yourself and your abilities

0%

Felt closer to the person

0%

We all appreciate a laugh at work, but given culture clash can also leave non-natives feeling insulted and isolated – should we be responding differently?

23% of people believe work places have become less accepting of other cultures since the EU Referendum, rising to 38% for those working in IT.

The problem is, no work culture thrives when employees hold back. In fact, many non-natives feel their cultural background has done exactly that – held them back.

It's hard to get beyond the stereotypes here sometimes. Just saying my name, with my light accent, usually pigeon-holes me here. This often translates into a lack of meaningful conversations with British colleagues, who struggle to go past the labels. It's one reason I left a job once.

Mim, France - based in London

0%

of non-native workers feel their career progression has been impacted by their cultural background

0%

feel they have missed out on recognition due to their cultural background

0%

feel they have been overlooked for a promotion

0%

have had to leave a job because they didn't fit in

Thankfully, there's strength in our differences too. Many non-natives recognise how their cultural background has shaped their work ethic for the better.

Here's how people's cultural background impacts them at work:

Negative effect

No effect

Positive effect

Hover over the dots to see exact values

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20%

40%

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100%

Gamiel Yafai

Inclusion and diversity strategist, Managing Director at Diversity Marketplace, author of 'Demystify Diversity' and recipient of the Global Diversity Leadership Award presented by the Global HRD Congress.

How can we move beyond polite chitchat?

Putting ourselves in the shoes of our non-native colleagues creates empathy and enhances our ability to see beyond the single stories that we have heard or read that shape the stereotypes that we hold.

We need to be more mindful of those stereotypes and move beyond the polite chitchat that is considered to be fake, to having meaningful conversations where we gain the cultural intelligence that changes those single stories and creates a bigger picture of who they are, what they are capable of and how to help them bring their best selves to work.

Meaningful conversations require us to be curious, to be present and to listen with intent, then act on our new found knowledge and celebrate the differences we encounter.

Having greater cultural awareness can contribute to creating a culture of inclusion where we can maximise on the benefits of having a diverse workforce and become more productive and profitable.

Diversity
& Inclusion

Multiculturalism is a reality in our workplaces today, but inclusion is an action.

Some workers take their own measures to navigate misunderstandings with colleagues.

0%

of Brits avoid sarcasm to prevent their colleagues from potentially getting confused.

That classic graph of 'what a British person says vs. what they mean' is so true it's annoying. My first year or so here I was oblivious to the subtleties that made from some awkward conversations. Say what you mean!

Angry_Spaniard, Reddit user

Non-native workers also have their own tactics. When confronted with new words and untranslatable idioms...

0%

admit to secretly Googling phrases that they don’t understand.

And when Google isn’t enough, they have plenty of strategies at hand to avoid misunderstandings. This, despite 22% claiming they don’t use any at all:

0%

Build rapport and trust with their colleagues, no matter where they’re from

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Ask colleagues to repeat things they’re not 100% sure about

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Communicate face-to-face as much as possible

0%

Carefully listen and observe body language

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Check their colleague has understood them after saying something

0%

Speak more slowly and clearly

0%

Try to keep their accent as plain as possible

0%

Keep their language as basic as possible

But how far can personal tactics go?

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of non-native workers think their organisation should do more to promote cultural diversity and acceptance in the workplace.

However, there's a mismatch in perception given that:

0%

of British workers think nothing is needed to improve relationships between colleagues of different cultural backgrounds.

A gulf of understanding has opened up between the two groups. While it's encouraging to see individuals taking initiative to promote diversity in their teams, this responsibility shouldn't rest on their shoulders alone. Especially given that many of their tactics only add to the confusion!

Now more than ever, there's room for organisations to question their diversity and inclusion policies, and respond to what their employees need:

British worker

Non-native worker

Enable safe spaces for people needing to report inappropriate behaviour

30%

42%

Organise social events to celebrate cultural diversity

25%

40%

Provide communication training

26%

33%

Provide compulsory cultural and diversity training

18%

26%

Set up diversity groups and support networks

18%

25%

Gamiel Yafai

Inclusion and diversity strategist, Managing Director at Diversity Marketplace, author of 'Demystify Diversity' and recipient of the Global Diversity Leadership Award presented by the Global HRD Congress.

There is growing evidence that highlights an uplift in performance, customer satisfaction and profitability when organisations focus on having cultural diversity and inclusion. This should make championing cultural diversity and inclusion a business imperative, however the evidence also shows a lack of, or slow, progress.

For cultural diversity and inclusion to be paid more than lip service there needs to be a whole organisation approach, one which sees boards set a tone and governance that results in inclusive behaviours. This should be role modelled across the organisation, including the C-suite, who ensure cultural diversity and inclusion becomes systematic by incorporating it into all policies, practices and procedures, regularly monitoring and evaluating process, and openly reporting progress.