Globalization drives need for understanding
Intercultural training, awareness aids effective leadership
Lynn Wilson always thought her love of math would lead to a dream job, and it did — but not in the way she envisioned as a teenager.
Wilson spent the first 10 years of her career as a chartered accountant. Over time she realized that helping people succeed was what she enjoyed most about her job. That’s when she made the move to human resources.
Today Wilson is director of leadership and organizational effectiveness with Ernst & Young LLP in Toronto. Her focus is on strategic human resource issues such as culture, change management and succession planning. It’s a role that feeds her passion for continuous learning and personal growth.
Wilson recently completed the intercultural studies program at the University of British Columbia school of continuing studies. The program helps to develop intercultural awareness, understanding and skills for diverse cultural settings in the workplace.
According to the 2011 census, two in every three people added to the Canadian population since 2006 were immigrants. Each person brings unique talents that they want to optimize, says Wilson. “Intercultural understanding is one of the most important pieces of the mix for human-resources professionals, and indeed anyone in business today. To be effective there must be an appreciation of how to think inclusively at every level.”
“Cultivating diversity and practising inclusion in meaningful ways affects not only relationships but performance,” says Joenita Paulrajan, program manager at UBC.
It goes deeper than knowledge of cuisine or clothing. It’s about engaging people fully, walking alongside them and connecting across cultural lines, she says.
But the program not only teaches understanding of other cultures, Paulrajan says. “It’s about building multicultural teams, inter-group relations, social justice, conflict resolution, and how race and ethnicity shape interactions.”
It was the diversity of thought that first attracted Wilson to the intercultural communications course at UBC. It led to a better selfunderstanding, an enhanced frame of reference and an ability to apply what she learned to real situations, she says.
“I’m making a difference for clients and our people, helping them to reach their full potential,” she says. “Leaders now engage in conversation differently and challenge their own personal assumptions. And when interviewing candidates, we go beyond the resume to gain a better understanding of what cultural experiences can bring to a role.”
For those working for Canadian companies abroad, intercultural training is equally important. “We are living in an economy where supply chains and customer bases are increasingly global,” says Derek Lothian of the Canadian Manufacturers & Exporters. “To develop and enter markets beyond our borders requires an understanding of the nuances of other cultures. It establishes a foundation of respect.”
While starker contrasts exist between Canada and such countries as China, India, or Brazil versus Britain or Australia, cultural differences at any level impact industry. Intercultural training’s growing importance “reflects the changing realities of doing business today,” says Lothian.
Lack of these skills within an organization affects productivity and the bottom line; it can lead to lost business opportunities, profitability and the company’s ability to grow, he adds.
“Companies need a competitive edge, if there is training available that makes relationships easier to maintain, easier to nurture, easier to develop, all the better. And it’s only going to get more important as time goes on.”
Openness and keen listening skills are important attributes for those considering a path to intercultural learning and understanding. “A commitment to curiosity, to probing in a safe way, is critical,” says Wilson. “As is an appreciation that this has become a core competency.”