3 Steps to Navigate Differences at Work


This week in the world’s #1 newsletter on leadership communication:

  • From Culture Clash to Collaboration in 3 Steps
  • 1 Minute to Help You Crush the Next 90 Days
  • Change Your Team Can Believe In
  • Say What They Can’t Unhear

From Culture Clash to Collaboration in 3 Steps

In my first job fresh out of university, we had a number of Japanese clients. They were great, and I loved the food, the tech, and the politeness.

What I struggled with was their communication style. Never having been to Japan, I just couldn’t read them.

Fortunately I had a boss and mentor who helped me decode their verbal and non-verbal cues. For instance, nodding doesn’t mean “I agree”. It means “I hear you”.

Fast forward 23 years. I have worked with hundreds of leaders from all over the world, and I’ve seen firsthand how cultural misunderstandings can lead to friction—and sometimes even conflict—at work.

That’s why I’ve developed a framework to help you navigate these differences: Understand – Listen – Adapt (ULA).

Whether you’re working in a global team or dealing with clients from different backgrounds, here are three key steps that can transform cultural clashes into productive collaborations:

#1 Understand Cultural Contexts

  • High vs. Low Context: Cultures Some cultures rely on subtle, implicit communication (high-context) like Japan and China, while others are more direct and explicit (low-context) such as the U.S. and Germany.
  • Formality and Hierarchy: In certain cultures, respect for hierarchy and formality (titles, manners of address) is critical. In others, more egalitarian and informal approaches are the norm.
  • Individual vs Collective Cultures: Some cultures prioritize the collective (Japan, China, Korea) whereas Western cultures like the US and UK prioritize the individual. Others are in the middle (Switzerland, Netherlands).
  • Attitudes Toward Time: Some cultures value punctuality and deadlines (e.g., U.S., Switzerland), while others have a more flexible approach (e.g., Latin American, Middle Eastern cultures).

#2 Practice Strategic Listening

Communication isn't just about words. Pay attention to body language, tone, and what’s left unsaid. Clarify when needed, and remember that in some cultures, what’s implied can be just as important as what’s said aloud.

#3 Adapt Your Communication Style

Use clear, neutral language and be mindful of non-verbal cues, like gestures and eye contact, which vary widely across cultures. The goal is to make everyone feel comfortable and understood, regardless of their background.

Whenever I wonder whether cultural factors are at play, I revert to the ULA framework. This helps create a more harmonious and collaborative environment—one that embraces diversity and fosters mutual respect.


OLIVER'S RECOMMENDATION CORNER

1 Minute to Help You Crush the Next 90 Days

Communication is the number 1 skill in business according to LinkedIn.

I truly believe that every person can become a world-class communicator.

But before we can embark on that journey, it’s essential to understand where you currently stand.

That’s why we created a free, quick, 1-minute test just for you.

It helps you identify your top communications goal for the last 13 weeks of 2024.

Here’s why you should take the assessment:

  1. Discover Your Strengths: Are you a natural at presenting? Or do you shine brightest in one-on-one conversations?
  2. Identify Growth Areas: This is your chance to uncover hidden opportunities for improvement in areas like public speaking, executive presence, and messaging.
  3. Get Tailored Insights: After completing the assessment, I’ll share personalized tips to help you elevate your skills based on your score.

Are you ready to see where you stand?


PODCAST

Change Your Team Can Believe In

I do a podcast to help you become a top 1% communicator. Please subscribe on Apple or Spotify.

Change is inevitable, yet 70% of change processes fail. This has become a major issue for many organizations, whose very survival depends on adapting to changing times. The reason? Change is communicated badly so it creates resistance.

To find a way forward for both leaders and teams, I am joined by Tamsen Webster, a world-renowned expert in change communication and author of Say What They Can't Unhear (see below) and Find Your Red Thread. We look into the reasons why people resist change—and it’s not what you think.

People aren’t resistant to change itself, but to the loss it represents. The unknown often feels like a risk, and it’s a leader’s job to reduce that perception of risk.

You’ll learn how to build belief in the change, shape the narrative to match your team’s identity, and avoid overwhelming them with too much information.

Listen on Spotify and Apple:


BOOK

Say What They Can’t Unhear

I’ve been diving into Say What They Can’t Unhear by Tamsen Webster, and her ideas on crafting memorable, unignorable messages are truly a masterclass in effective communication. Webster has spent over 20 years helping organizations create change through clear, impactful communication, and this book distills much of that wisdom. Here are three standout takeaways that I found particularly useful:

1. People Resist Loss, Not Change:
People don’t resist change itself—they resist the loss it represents. Whether it’s the fear of losing comfort, security, or identity, leaders must address these underlying concerns. By anchoring change to what people already care about, you can ease their sense of risk and help them embrace new ideas.

2. Personalize the Message to Build Buy-In:
It's not enough to present a solution; the key is to frame change around the questions and concerns your audience already has. People want to feel understood, and when leaders tailor their message, they build belief and trust in the direction forward.

3. Clarity Over Complexity:
Webster warns against overwhelming your audience with too many points. A clear, concise argument resonates much more deeply, while too much complexity can dilute your message and weaken its impact. Focus on delivering one powerful idea that sticks.

If you want to learn how to craft messages that people can’t unhear and drive real change, Say What They Can’t Unhear is a must-read.

Have an inspired weekend,

Best,

Oliver

PS: Share this newsletter with your friends & colleagues here.

Eo Ipso Communications GmbH

Friedrichstraße 68, 10117 Berlin

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