Keys To Communicating Better In The Workplace

In this episode, Jeremy is joined by Jeanne Brett, Professor Emerita of Management & Organizations at Northwestern University, and an expert on the topics of multicultural teams, managing workplace conflict, and negotiation.

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Key Takeaways

• Multicultural Teams Require Awareness and Adaptability
  • Cultural differences in values, norms, and communication styles can create tension, but acknowledging and respecting these differences fosters collaboration.
  • Direct versus indirect communication and decision-making norms are two of the biggest barriers multicultural teams face.
  • Leaders who model respect and openness can set the tone for their teams to embrace cultural diversity.
• Trust is Foundational in Negotiation
  • Different cultures approach trust-building differently: Western cultures value openness, East Asians focus on reputation, and Latin Americans prioritize personal rapport.
  • Strong trust leads to more productive negotiations, especially when it comes to uncovering underlying interests and priorities.
• Effective Negotiators Create and Claim Value
  • High goals and firm priorities are key to maximizing outcomes.
  • The best negotiators are skilled at uncovering the “why” behind someone’s position, allowing for solutions that benefit all parties.
  • Indirect communication requires interpreting context clues to understand what’s most and least important to others.
• AI in Negotiation Training Offers New Possibilities
  • AI tools, such as bots that simulate negotiations, provide students with individualized feedback, helping them refine their strategies in a safe, controlled environment.
  • AI’s role in education can make scenario-based learning more accessible and efficient, offering valuable preparation for real-world situations.

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Episode Summary: FAQs Answered

What makes multicultural teams unique, and why is it challenging to manage them?

Multicultural teams are made up of individuals with varying values, norms, and beliefs based on their cultural upbringing. These differences can lead to misunderstandings, such as indirect communication styles being perceived as evasive or direct styles being seen as offensive. Leaders need to help team members navigate these differences through education, respect, and open communication.

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How can leaders proactively address cultural or other differences in their teams?

The best strategy is to model respect for differences while addressing challenges head-on. For example, a team leader with an accent might openly acknowledge the communication barrier and encourage team members to ask for clarification. Creating a culture of respect and problem-solving sets the tone for better collaboration.

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Why is trust so important in negotiation?

Trust is critical because it creates a foundation for open dialogue and collaboration. However, trust-building varies by culture. In Western contexts, trust begins with openness and transparency. In contrast, in places like Latin America or the Middle East, trust often requires building a personal relationship first. Understanding these nuances can make or break a negotiation.

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What traits make someone a strong negotiator?

Successful negotiators:

• Set ambitious goals to stay motivated and push for optimal outcomes.
• Focus on uncovering the underlying interests behind the other party’s positions.
• Use context clues to interpret indirect communication styles.
• Make small concessions on less critical issues while holding firm on priorities.

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How is AI changing the way we teach negotiation?

Jean Brett shared an innovative example where students practiced with AI bots, including one programmed to simulate an “angry negotiator.” The bots provided instant feedback on strategies and allowed students to refine their approach. AI tools like these not only improve preparation but also save instructors time while offering students detailed, individualized feedback.

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What’s the role of “asking why” in negotiation?

The most important skill in negotiation is understanding the motivations behind someone’s actions or position. Asking “why” or “why not” (sometimes indirectly) helps uncover the other party’s priorities, enabling negotiators to craft solutions that create value for everyone involved.

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Leadership Lessons for Higher Ed Professionals

Jean Brett’s insights into negotiation and multicultural teamwork are especially relevant for higher ed leaders navigating increasingly diverse campuses and workforces. Whether it’s collaborating with international colleagues, connecting with students from various cultural backgrounds, or managing conflict within a team, respecting differences and fostering trust is critical.

Higher ed professionals can apply these lessons to:

• Improve student recruitment and retention by understanding cultural nuances.
• Build stronger teams by modeling respect and addressing barriers proactively.
• Enhance communication and decision-making strategies in multicultural environments.

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Today's Guest: 

Jeanne Brett, Professor Emerita of Management & Organizations, Northwestern University 

Jeanne Brett is the DeWitt W. Buchanan, Jr. Distinguished Professor Emerita of Dispute Resolution and Organizations for the Kellogg School of Management at Northwestern University. 

Brett is a negotiation scholar and educator.  Her award-winning book, Negotiation Globally, now in its 3rd edition, was recently joined in 2022 by Searching for Trust in the Global Economy written with Tyree Mitchell.  Her current research projects engage AI to understand how negotiators use strategy. 

Brett initiated Kellogg’s negotiation course in 1981 and has taught negotiations all over the world. She is also currently the president of the nonprofit, Negotiation and Team Resources, where she hosts monthly conversations to introduce negotiation educators to the latest research and teaching materials.