Intercultural communication does not differ from other types of interpersonal communication. To avoid conflicts and have fruitful interpersonal interactions you can use your natural empathy and apply the Non-Violent-Communication model with great success.

1. August 26, 2013 http://zestnzen.wordpress.com
InterculturalIntercultural
NonNonVViolentiolent
CommunicationCommunication
An effective method to manage intercultural
miscommunication and conflicts
Global Executive and Expat Coach At Zest and Zen International Coaching
Visit our blog : http://zestnzen.wordpress.com

2. August 26, 2013 http://zestnzen.wordpress.com
What Is NonViolent Communication ?
• NVC is a communication technique for theNVC is a communication technique for the
purpose of achieving mutualpurpose of achieving mutual
understanding through relationship-building.understanding through relationship-building.
• NVC improves the quality of personal andNVC improves the quality of personal and
professional relationships. professional relationships.

3. August 26, 2013 http://zestnzen.wordpress.com
Dr Marshal Rosenberg
• Dr. Marshall Rosenberg is an AmericanDr. Marshall Rosenberg is an American
Psychologist who developed the CNV method.Psychologist who developed the CNV method.
He is the Founder of the He is the Founder of the
Center for Nonviolent CommunicationCenter for Nonviolent Communication
http://www.cnvc.org/http://www.cnvc.org/
• In this video, Dr Marshal Rosenberg talk onIn this video, Dr Marshal Rosenberg talk on
how violence and terrorism he experiencedhow violence and terrorism he experienced
inspired him to develop his nonviolenceinspired him to develop his nonviolence
communication method: communication method: http://bit.ly/cKF9Arhttp://bit.ly/cKF9Ar

4. August 26, 2013 http://zestnzen.wordpress.com
Dr. Rosenberg's book, Nonviolent Communication: A
Language of Compassion (PuddleDancer Press, 1999) is the
most complete written presentation of this process.
The book has received endorsements from many in a wide variety
of fields including Deepak Chopra, John Gray, Jack Canfield,
and Vicki Robin.
It has already been translated into German, Spanish, Dutch, Danish,
French, and Lithuanian with a Chinese translation in the works.

5. August 26, 2013 http://zestnzen.wordpress.com
Nonviolent Communiation
„„What I want in life isWhat I want in life is
compassion, a flow betweencompassion, a flow between
myself and others based onmyself and others based on
mutual giving from the heart.mutual giving from the heart.
And on this ground acting forAnd on this ground acting for
peace and social change“peace and social change“
Marshall RosenbergMarshall Rosenberg
Words can beWords can be
walls ....walls .... or windowsor windows

6. August 26, 2013 http://zestnzen.wordpress.com
The NVC Model:
Empathetic Listening
1.1. Observations= facts without judgmentObservations= facts without judgment
2.2. Feelings= emotions, not equal to thinkingFeelings= emotions, not equal to thinking
3.3. Needs = often not clearly expressedNeeds = often not clearly expressed
4.4. Requests = Ask clearly what you want to satisfyRequests = Ask clearly what you want to satisfy
your needsyour needs

7. August 26, 2013 http://zestnzen.wordpress.com
Feelings
• AffectionateAffectionate
• ConfidentConfident
• EngagedEngaged
• InspiredInspired
• ExcitedExcited
• ExhilaratedExhilarated
• GratefulGrateful
• HopefulHopeful
• JoyfulJoyful
• PeacefulPeaceful
• RefreshedRefreshed
• AfraidAfraid
• AnnoyedAnnoyed
• AngryAngry
• AversionAversion
• ConfusedConfused
• DisconnectedDisconnected
• DisquietDisquiet
• EmbarrassedEmbarrassed
• FatigueFatigue
• PainPain
• SadSad
• TenseTense
• VulnerableVulnerable
• YearningYearning

8. August 26, 2013 http://zestnzen.wordpress.com
Needs
• ConnectionConnection
• Physical well-beingPhysical well-being
• HonestyHonesty
• PlayPlay
• PeacePeace
• MeaningMeaning
• AutonomyAutonomy

9. August 26, 2013 http://zestnzen.wordpress.com
Conflict Resolution
• Resolve conflicts peacefully—personal or public,
domestic or international
• Get to the heart of conflict and disputes quickly
• Improve cooperation––listen so others are really heard
• Transform criticism and blame into compassionate
connection
• Prevent future pain and misunderstanding
• Improve teamwork, efficiency and cooperation

10. August 26, 2013 http://zestnzen.wordpress.com
Personal Relationships
• Deepen your emotional connections
• Transform judgment and criticism into
understanding and connection
• Listen so others are really heard
• Get what you want more often without using
demands, guilt or shame
• Hear the needs behind whatever anyone does or
says

11. August 26, 2013 http://zestnzen.wordpress.com
Parenting and Families
• Reduce family conflicts and sibling rivalry
• Move beyond power struggles to cooperation
and trust
• Create a quality of connection that embodies
unconditional love
• Protect and nurture the autonomy of children
• Motivate using “power-with” rather than
“power-over” strategies

12. August 26, 2013 http://zestnzen.wordpress.com
Education and Schools
• Maximize the individual potential of all students
• Strengthen students’ interest, retention and
connection to their work
• Improve safety, trust and connection in your
classroom

13. August 26, 2013 http://zestnzen.wordpress.com
What Is Intercultural Competence ?
Intercultural competence is the ability of
successful communication with people of
other cultures.
• In an increasingly global economy people must interact
effectively with people who have different values,
behavioral norms, and ways of perceiving reality
• Sharing cultural similarities and differences by using
Meta-communication (communicating about
communication) helps learning and generating effective
responses in specific contexts.

14. August 26, 2013 http://zestnzen.wordpress.com
Cultural DifferencesCultural Differences
• Language (Verbal and non-verbal)Language (Verbal and non-verbal)
• ReligionReligion
• Cultural ValuesCultural Values
• Cultural NormsCultural Norms

15. August 26, 2013 http://zestnzen.wordpress.com
Features of CultureFeatures of Culture
• 1. facial expressions1. facial expressions
• 2. religious beliefs2. religious beliefs
• 3. religious rituals3. religious rituals
• 4. importance of time4. importance of time
• 5. paintings5. paintings
• 6. values6. values
• 7. literature7. literature
• 8. child-raising beliefs8. child-raising beliefs
• 9. ideas about9. ideas about
leadershipleadership
• 10. gestures10. gestures
• 11. holiday customs11. holiday customs
• 12. ideas about12. ideas about
fairnessfairness
13. ideas about friendship
14. ideas about modesty
15. foods
16. eating habits
17. understanding of the
natural world
18. concept of self
19. the importance of work
20. concept of beauty
21. music
22. styles of dress
23. general world view
24. concept of personal space
25. rules of social etiquette
26. housing

16. August 26, 2013 http://zestnzen.wordpress.com
Body LanguageBody Language
• Physical closeness of peoplePhysical closeness of people
• Postures/body stancePostures/body stance
• Eye-contact (Use or avoidance)Eye-contact (Use or avoidance)
• Touch,Touch,
• Hands/gesturingHands/gesturing
• Physical attire & overall groomingPhysical attire & overall grooming
• OdorsOdors

17. August 26, 2013 http://zestnzen.wordpress.com
Strategies for Effective InterculturalStrategies for Effective Intercultural
Nonviolent CommunicationNonviolent Communication
1.1. Be aware of your own culture, beliefs, values and behavior.Be aware of your own culture, beliefs, values and behavior.
2.2. Show curiosity toward other cultures and expand your knowledge when interactingShow curiosity toward other cultures and expand your knowledge when interacting
with local people by listening and observing.with local people by listening and observing.
3.3. Show respect for other cultures and customs by adopting appropriate behavior andShow respect for other cultures and customs by adopting appropriate behavior and
language (verbal and non-verbal)language (verbal and non-verbal)
4.4. Do not over-react when you feel uncomfortable or “under attack:, ask firstDo not over-react when you feel uncomfortable or “under attack:, ask first
questions for clarificationquestions for clarification
5.5. Be patient.Be patient.
6.6. Learn quickly how to read people and assess situationsLearn quickly how to read people and assess situations
7.7. Be genuine, open and inclusiveBe genuine, open and inclusive
8.8. Help other managers and employees by communicating clearly on roles,Help other managers and employees by communicating clearly on roles,
responsibilities, expected initiatives and behaviors.responsibilities, expected initiatives and behaviors.
9.9. Learn how to give feedback in a cultural sensitive wayLearn how to give feedback in a cultural sensitive way
10.10. Leverage cultural differences for mutual gainLeverage cultural differences for mutual gain

18. August 26, 2013 http://zestnzen.wordpress.com
NVC and Intercultural ConflictsNVC and Intercultural Conflicts
• Intercultural communication does not differIntercultural communication does not differ
from other types of interpersonalfrom other types of interpersonal
communication.communication.
• To avoid conflicts, you can use your naturalTo avoid conflicts, you can use your natural
empathy and apply the NVC model with greatempathy and apply the NVC model with great
success.success.
• For future expats, I highly recommend to readFor future expats, I highly recommend to read
Rosenberg’s book and practice how toRosenberg’s book and practice how to
use NVC skills.use NVC skills.

19. August 26, 2013 http://zestnzen.wordpress.com
About Zest and Zen International
Global Executive Coaching
• Anne Egros, the founder of Zest and Zen International coaching, is an independent professionalAnne Egros, the founder of Zest and Zen International coaching, is an independent professional
coach graduated from an ICF-Certified Coaching Training Program CoachU (coachinc.com)coach graduated from an ICF-Certified Coaching Training Program CoachU (coachinc.com)
• Anne has been an expatriate for 20 yearsAnne has been an expatriate for 20 years working at management levels forworking at management levels for
Fortune 500 companies in USA, Japan and Europe. She understands deeply the needs and challenges ofFortune 500 companies in USA, Japan and Europe. She understands deeply the needs and challenges of
global leaders and international managers working in multicultural environments.global leaders and international managers working in multicultural environments.
• Executive coaching and Cross-cultural Leadership:Executive coaching and Cross-cultural Leadership: Anne thinks that doing business globally does notAnne thinks that doing business globally does not
mean "one size fits all", most marketing strategies must adapt to local characteristics and circumstances,mean "one size fits all", most marketing strategies must adapt to local characteristics and circumstances,
sometime even at the individual level.sometime even at the individual level. "Glocalization""Glocalization" is the new strategy for international developmentis the new strategy for international development
and it requires a brand new set of skills for managers to becomeand it requires a brand new set of skills for managers to become inter-culturally effective leaders thatinter-culturally effective leaders that
inspire people reaching excellence.inspire people reaching excellence.
• International career and expat life coaching servicesInternational career and expat life coaching services. Anne helps clients to become aware of who. Anne helps clients to become aware of who
they truly are, what motivates them or hold them back, what are their needs and how to communicatethey truly are, what motivates them or hold them back, what are their needs and how to communicate
effectively to solve conflicts and get what they want the most in life. Anne uses brainstorming techniques,effectively to solve conflicts and get what they want the most in life. Anne uses brainstorming techniques,
visualization and creativity tools and offer behavioral assessments such as the Extended Disc method.visualization and creativity tools and offer behavioral assessments such as the Extended Disc method.
• Anne Egros helps her clients to build a personal brand in their organization and on social mediaAnne Egros helps her clients to build a personal brand in their organization and on social media
to be identified by their management and executive search companies as a high added value candidate.to be identified by their management and executive search companies as a high added value candidate.
Anne offers individualized programs for career development, mid-life crisis management and buildingAnne offers individualized programs for career development, mid-life crisis management and building
personal foundationspersonal foundations
Contact : aegros@zestnzen.com
Http://zestnzen.wordpress.com