Global Workforce Etiquette
Development
Recent studies by Harvard University and Stanford Research have found that an employee’s success can be attributed as much as 85% to their professionalism, personal skills, and ability to work as a team rather than their technical knowledge and skills alone, which accounts for 15% of their work success. Employee
professionalism and consideration of the needs and sensitivities of other team members pays off in greater productivity, fewer workplace issues to resolve and shorter project time lines. A global work environment with cross-cultural work teams and large geographic distances only amplifies the difficulties of working with virtual, geographically separated project teams. Inclusion of newly hired college recruits within the company and teams can further exaggerate the challenges.
Global cultural differences that may affect cross cultural team effectiveness include:
Pace of business
Level of directness of business conversations
Importance of personal relationships in the business environment
Relative significance of time and punctuality Business priorities
Communications norms
Expectations of responsiveness Traditional courtesies and manners Cultural norms
All of these can have a significant impact on project success, timeliness and team productivity. This can affect time-to-market and project costs. Working effectively across cultures and time zones requires the understanding and adoption of new work methods and the employment of different work tools.
Next Step’s experience and research has shown that mastering the new work environment requires understanding of the following:
Effective communications and team interactions
Understanding of when and how to most effectively use various communications media (e-mail, voicemail, phone call, personal meeting, voice conference, videoconference,
Appreciation for unwritten rules of doing business with the U.S. and the company’s U.S. business culture
Understanding of performance expectations, how to meet them, and the consequences of a failure to meet expectations Sensitivity to the variety of the company’s global business cultures
Ability to build a compelling business case for the allocation of resources
Negotiation and resource allocation skills
Acceptance of personal accountability for personal and team results
Making appropriate and acceptable judgments of how to handle difficult business situations
Workshop Overview
Next Step has experience addressing the issues presented by technology companies’ global, multi-cultural working environment through modularity of content delivered using a variety of learning methods. Central to our approach is the belief that behavioral change results only after the needs for behavioral change have been understood and accepted by the employees. Real change and learning is through modeling and role play of the new behavior in a “safe” environment such as the classroom. To ensure real use of the new skills and changed behavior, we use real world case studies and field assignments for application of the concepts between workshop sessions.
Through this approach, we close the “knowing-doing” gap, with prior participants demonstrating real change in performance and results for their organizations.
Objectives
At the end of the program, the global employees will be prepared to:
Work effectively with project team members in the U.S. and the company work cultures
Consider and respect cultural differences that influence the conduct of business within the company’s global community Understand when and how to most effectively use various communications media (e-mail, voicemail, phone call, personal
meeting, voice conference, videoconference, blogs and Instant Messaging)
Understand and work within the unwritten rules of doing business with the company and industry and present a professional image to
customers, suppliers, co-workers and partners.
Understand performance expectations, how to meet them, and the consequences of a failure to meet expectations
Act sensitively to the variety the company’s diverse team members and global business cultures, especially when they conflict with their own culture
Build a compelling business case for the allocation of project resources.
Use negotiation skills for acquiring necessary project resources and establishing appropriate project timelines, milestones and deadlines
Accept personal accountability for individual and team results Make appropriate and acceptable judgments in handling difficult situations
Program Design
In order to support the learning objectives and achieve demonstrated behavioral change in a distance learning
environment, a class size of 12 - 16 participants is the optimum. The teaching technology must support student interaction with the facilitator as well as facilitator observation and feedback of the student receptivity and acceptance of the key teaching points. To maximize the effectiveness of the program, we begin with a needs assessment or confirmation of identified needs. This is followed by a competency assessment to determine the level of proficiency in the identified skills and knowledge within each location. Content, activities and demonstration requirements are then customized to the training audience.
Our modular program starts with a series of self study modules participants are required to complete and submit to Next Step’s facilitation team a minimum of two weeks prior to the first workshop.
The interactive ILT portion of the program is focused on application of the self study content and practice through role plays and other activities. The ILT modules are designed to be
highly participatory and leverage the collaborative capabilities of the company’s collaboration technologies to maximize efficiency and effectiveness of the training program.
Between workshop modules, participants will complete a series of field assignments and case studies to demonstrate their ability to apply the concepts learned within the program to real world situations. These also require application of learning to deal effectively with the variety of
challenging business situations presented by working in a global, cross cultural organization.
To reinforce learning after completion of the program, a Coaching Guide for managers and job aids for participants can be provided. Upon completion of the program, the employees will have greater confidence and skills to maximize their success in their career with the company. The ultimate result will be greater productivity across the organization and competitiveness for the company.
Global Workforce Etiquette Development Program
Elements of Next Step’s recommended program design for global development are as follows:
1. Needs assessment 2. Competency assessment 3. Pre-course self study 4. Workshop session
5. Field assignment, case study and OJA 6. Workshop session
7. Field assignment, case study and OJA 8. Workshop session
9. Post-workshop field work 10. Competency assessment
11. Next Step status check and workshop follow-up
Pre-Work Self Study or Classroom Session
Required reading
“Test Your Workplace Etiquette and Business Communication IQ Quiz”
25 questions to measure business etiquette and business
communication awareness
Defining business etiquette – what it is and what it is not
Behavior, courtesy, respect, dress, manners, politeness and consideration
Why is business etiquette important to you and your
company’s success?
Recognizing and avoiding the 15 Fatal Business Faux Pas Doing business in U.S. corporations today
Keys to success through communications
Impact of communication on etiquette – recognizing your
faux pas
Telephone etiquette
Voice mail tips and techniques Dos and don’ts of e-mail etiquette
Meeting etiquette basics Web conferencing basics
Speaker phone and conference call etiquette Keys to effective presentations
Testing your workplace and communication etiquette
knowledge (quiz to ensure successful completion of pre-work) Case study introduction
ILT Workshop
Review of Pre-work
Reinforcement and application of self study Demonstration of understanding, acceptance and
proficiency
Doing Business in the U.S.
American business culture and norms Business pace
Approach to business conversations Communication courtesies and norms
Performance and responsiveness expectations The business etiquette norms including:
International etiquette and cultural differences Courtesies in introductions
Unwritten rules of business in U.S. technology companies Company-specific unwritten rules of business
Working within a global team
Respecting diversity
Importance of clear and effective communications
Your success at XXX Company
ACTIVITY: Your personal brand (results to be provided to managers for follow-up)
How do you want to be perceived within the company? Creating your roadmap to achievement of your desired
personal brand
Communicating with impact
Non-verbal communications Choosing your language and style
Miscommunications: the dangers and costs
The art of asking questions for information, confirmation
and clarification
Providing and accepting feedback effectively and
respectfully
ACTIVITY: Communicating with impact (demonstration of
skills in role play) Meeting Etiquette
ACTIVITY: Team meeting role plays ACTIVITY: Meeting with your manager MeetingPlace and Telepresence etiquette
Telephone Etiquette:
Creating a positive first impression on the telephone The role of non-verbal communications via the telephone Dealing with an irate or difficult caller
Effective voice mail etiquette
Speakerphone and conference call etiquette
Written business communications (coached by manager)
Writing effective e-mail communications Avoiding the most common e-mail errors
Field Work
Case study assignments to reinforce ILT learning objectives On the job application assignments of learning
Communications
o Personal
o Telephone and speakerphone o Written
Meeting Etiquette
Data-gathering for business case
Required reading on presentation skills, negotiations and
business cases
Workshop Session Two
Review fieldwork
Building a compelling business case for project resources The need for a business case; financial and political. Justifying resource expectations for development projects Key elements of the project business case.
Review of case study example
Defining success criteria and implementation planning to present in the business case
Preparation for negotiation
The negotiating process The elements of negotiation
Preparation for a negotiating session
Anticipating responses and requests from other negotiating parties
Importance of the presentation skills
Setting goals for presentations Keys to effective presentations
How to create presentations with impact
Field assignment, including preparation for a project resource and business case negotiation role play
Responding to difficult business situations and dilemmas
Field Work
Case study assignments to reinforce ILT learning objectives Preparation of business case
Development of business case presentation and preparation for negotiation
Preparation for business situation presentations and role plays
Workshop Session Three
Working collaboratively as a team in the real world ACTIVITY: Giving and receiving feedback to peers Addressing project schedule changes
Global business requirements for collaboration
Managing your time and priorities to support the team Elements of time management
Prioritization – why, when and how Making the case for resources Requirements of a business case
Presentation of business cases with negotiation role plays Review and critique of presentations
Dealing with awkward business situations Workshop summary and commitments
Post-Workshop Field Work
Post-program workplace communication and etiquette IQ quiz Recognizing and avoiding business fatal faux pas
Case examples to include:
Using the most appropriate communications medium Responding effectively to difficult situations via e-mail Difficult project team situations
Telephone etiquette
Management of time to complete priorities
Post workshop assessment exercise
Optional Post-Program Reinforcement Tools
Job aids and reference guides Coaching guide for managers Personal score card
Why Next Step?
Next Step brings over ten years of experience in fulfilling the consulting and training needs of a wide variety of technology company audiences. With this experience has come the
understanding and appreciation of the company cultures, working requirements, unwritten business rules, and the nature of XXX Company employees including employees across all theatres. Next Step’s consultants and facilitators are all technology industry veterans (seasoned professionals or veterans) with experience in product and project management, marketing and field
management. Many have lived and worked globally and
understand cultural differences and business requirements first hand. As instructors they can relate this real world experience selling and doing business in the European, Asia Pacific, Japanese,
and Latin American markets and translate it into classroom requirements. Their in-depth understanding of internal and external customers’ needs and buying patterns in these markets has helped many multinational organizations maximize growth worldwide.
Most importantly, our facilitators have delivered training to worldwide audiences, both sales and technical individuals. Next Step’s facilitators and instructional designers are not only seasoned in developing and delivering the content, but are also veterans of technology company training facilitation.
Our integrated training programs are designed for behavioral change and retention, emphasizing self-study, ILT reinforcement, case studies, field work, and on-the-job application assignments. Our facilitators are fully engaged in ongoing assessment, coaching and feedback.
Next Step has a track record of training success within technology companies and a team of over 35 consultants and facilitators familiar with the techniques most effective for your new hire audiences.
Drawing from an extraordinary depth of expertise through its consultant network, Next Step can bring in additional instructors who can be trained through the Next Step Facilitator Certification Program to support the core team in delivering programs globally and cover complementary disciplines, such as English language training and accent reduction.
The unique approach of integrating consulting and training services makes Next Step the go-to partner to take technology companies to the next step of growth. Everyone on Next Step’s team is dedicated to ensuring success and is fully accountable for the results they deliver.
Next Step has maximized results for many technology companies in all stages of growth including Cisco Systems, EMC, Palm, Covad, Synopsys, Nice Systems, NetScreen, nCircle and SonicWall.
Next Step’s Client Satisfaction Policy:
Next Step is dedicated to client satisfaction and takes full accountability for results. If we fail to perform the agreed-upon service to an acceptable level of satisfaction, the fee for the segment of the service in question will be refundable.
Next Step’s CEO and many of our consultants have been awarded the CMC designation (Certified Management Consultant) by the Institute of Management Consultants. This represents evidence of the highest standards of consulting and adherence to the ethical canons of the profession. Less than 5% of all consultants nationwide have achieved this level of performance and industry
