Cross-cultural communication in the workplace: 5 inclusivity tips for communication leaders

The modern workplace has transitioned to remote and hybrid models, creating global teams with members from culturally diverse backgrounds. Cross-cultural communication has never been more critical. 

• Why it matters: Effective internal cross-cultural communication drives productivity and employee engagement. A Fierce, Inc. survey found that 86% of employees believe workplace failures are caused by poor communication and insufficient collaboration.

This means that internal communications professionals must find innovative, structured approaches to culturally sensitive communication in the workplace.

Why effective cross-cultural communication in the workplace is important

Inclusive, cross-cultural communication in the workplace acknowledges diverse cultural backgrounds, languages, and perspectives in both types of communication:

• Verbal communication, which involves words, whether spoken in calls or meetings, or written in emails, texts, or reports.
• Nonverbal communication, which involves visuals, like photos and emojis, or through body language, eye contact, facial expressions, and tone of voice.

According to a 2018 BCG study, companies with above-average workplace diversity in management generated 45% of their revenue from innovative products and services, while those with less diversity saw only 26%.

• Inclusive communication makes employees feel valued and respected, regardless of their cultural background. When individuals feel heard, their sense of belonging and job satisfaction increases.
• Failure to invest in cross-cultural communication leads to biased or offensive communication, which can result in poor business performance. EBay, for example, struggled in the Chinese market in the early 2000s because the company didn’t recognize the significant cultural differences from Western society.
  
  

How to improve cross-cultural communication in the workplace

Modern workplaces must embrace cultural sensitivity across all departments — HR, R&D, sales, comms, and so on. As a communication leader, you should see diverse values and backgrounds as strengths. You should also manage these differences with care. 

Below are five strategies for improving cross-cultural communication in the workplace.

1. Audit internal communication templates for inclusivity

Inclusivity should be at the heart of all communications you send out. Auditing your communication templates ensures your messages are accessible, respectful, and relevant to everyone in your diverse workforce. 

How exactly do you go about auditing your templates for inclusivity?

• Language — Use gender-neutral terms and avoid idioms or phrases that might confuse non-native speakers. 
• Tone — The tone should sound approachable to everyone and not favor a certain group. 
• Cultural sensitivity — Avoid cultural references or phrases that might not translate well across different regions or groups. 

While auditing, you also want to go through your templates and look for any unintended biases such as gendered language (e.g., "he" when "they" would work). Also, make sure your templates are accessible to all employees, including those with differing abilities. Use alt text for images, avoid jargon, and write in a way everyone can understand.

Importantly, don’t assume you’ll catch all issues on your own. Get feedback from your employees with different perspectives to see if the messaging works for everyone. With Axios HQ templates, you will find built-in checks for inclusive communication styles, including:

• Language checks — Axios HQ flags unintentionally exclusive or hurtful language and suggests more inclusive alternatives.
• Custom rules — You can create custom communication guidelines on which words or phrases to avoid, and these rules will guide employees while drafting communications.
• Template library — Access a library of community-submitted templates that you can use as a starting point to create inclusive messages without starting from scratch.
  
  

2. Build open communication channels

Your role as a communication leader is to create a space where employees feel they can come to you without fear of judgment. People have different comfort levels when it comes to communication. Recognizing your employees’ communication preferences is key to open communication.

Our findings show that employee newsletters are the top communication method employees want their leaders to use more often. But since every organization is different, it's best to gather your own data through employee surveys.

Remember that an open communication channel doesn’t just mean providing a platform—it also means ensuring employees feel safe using it. They need to trust that their input is valued and that action will be taken if there are any concerns related to inclusivity or communication barriers.

Some ways to encourage open communication include: 

• Letting employees know that their feedback is always welcome and appreciated.
• Providing multiple channels for employees to share their thoughts, such as anonymous surveys, suggestion boxes, or open-door policies.
• Regularly checking in with teams and reminding them that their voices matter.
  
  

3. Conduct sensitivity training

In 2019, one in five Americans had left a job in the past five years due to a toxic company culture. The cost of that turnover was an estimated $223 billion. To avoid this cost, consider sensitivity training, which is one of the most effective ways to reduce toxicity and promote cross-cultural communication in the workplace: 

• It helps employees understand and respect diverse perspectives, which is essential in creating an inclusive work environment.

• It reduces misunderstandings between employees from different cultural backgrounds.
• It encourages open dialogue about cultural differences and expectations.
• It creates a respectful workplace where everyone feels valued.

A few items to make sure you include in communication sensitivity training:

• Microaggressions — Teach employees to recognize and avoid small actions or comments that can offend or alienate colleagues from different cultures.
• Inclusive language — Focus on the importance of using inclusive language that doesn’t assume anything about a person’s background or identity.
• Active listening — Stress the need for active listening, especially when interacting with someone from a different cultural background. Understanding their perspective is critical to effective communication.
• Cross-cultural awareness and understanding — Emphasize understanding cultural differences. This might start by identifying the holidays and important calendar dates of people from different backgrounds. Your organization should then determine what it can do to show respect for those important dates.

Sensitivity training should be an ongoing effort, not a one-time event. Regular follow-ups and refresher sessions will keep inclusivity top of mind. The more you invest in training, the more inclusive your workplace becomes, and the fewer issues you’ll face in terms of misunderstandings or complaints.

4. Establish clear communication policies

Every workplace should have a clear, inclusive comms strategy that sets the standard for how people interact. Inclusive policies, when practiced, promote cultural diversity and mutual understanding. 

Your policies should:

• Promote the use of respectful and culturally sensitive language in all forms of communication.
• Clarify that employment decisions will not discriminate based on any protected characteristics.
• Emphasize a work environment free from discrimination, where everyone can be their authentic selves.
• Ensure that hiring, promotions, and training are based on individual merit and potential, not cultural differences.
• Highlight that individual differences are recognized and valued.
• State that violations of inclusive, cross-cultural communication policies will result in disciplinary action.

Regularly monitor, review, and update your communication policies based on employee feedback and data.

5. Leverage technology

The correct use of technology can promote cross-cultural communication by allowing individuals and organizations to connect and collaborate across various time zones, languages, and cultures.

Here are some innovative ways to leverage technology to break down cultural barriers and foster inclusivity: 

• Use translation tools and language apps to translate messages in real time. It will help team members from different linguistic backgrounds understand each other easily. 
• Encourage your team to use AI for cultural sensitivity analysis so they understand the different customs and communication styles. AI can completely reimagine the way your company creates internal communications. For example, it can flag non-inclusive language and help teams tailor their messages for respectfulness and appropriateness.
• Emotional AI analyzes facial expressions and voice tones to gauge emotions. Use it to receive real-time feedback on how your communications are perceived to prevent cultural misunderstandings.
• Use e-learning platforms to train your team on cultural awareness and language skills. 
  
  

The bottom line

Effective cross-cultural communication in the workplace improves productivity and retention while aligning employees with the company’s goals. Consider your workforce’s preferences through inclusive communication strategies to create an engaged and efficient multicultural workplace.

Go deeper: How to improve internal communications