Navigating Cultural Differences to Improve Communication with Newcomers
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With a bit of self-awareness, you can ensure communication goes smoothly with anybody, regardless of cultural background.
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Whether you’re providing a service, building relationships, or simply connecting with newcomers in your community, effective communication is essential. Culture plays a central role in how people think, speak, and behave. When we overlook differences, misunderstandings can easily come up. Becoming more culturally aware helps remove barriers and builds trust.
Language and Cultural Context
For people who learned formal English in school, everyday slang and idioms can be confusing.
If you’re Canadian-born or have lived here for a long time, you may use words like loonie, double-double, tuque, or two-four in daily conversation. But newcomers often lack the cultural context to understand these expressions. Avoiding local slang can help prevent confusion and misunderstandings.
Idioms can also be misinterpreted. While they’re easy to pepper into conversation, they often don’t translate well, or the meaning may be lost. For example, “to buy a cat in a sack” means purchasing something without inspecting it first in German, and “pay the duck” means taking the blame for something you didn’t do in Portuguese. Being mindful of your use of idioms ensures your message is clear.
When communicating with someone who has limited English proficiency, make use of translation tools such as ChatGPT, Google Translate, or iTranslate. Learning a few words in someone’s first language can be even better. It opens the door to connection, shows respect, and helps newcomers feel welcomed. As a bonus, learning a new language can boost brainpower and may even help delay cognitive decline.
Communication Styles
Let’s say a newcomer understands English well, even slang and idioms. Does that guarantee smooth communication? Not necessarily. Communication styles vary widely across cultures, even within Canada. In Quebec, conversations tend to be more expressive and animated, with greater use of gestures, while people in the Maritimes are often perceived as open, friendly, and welcoming. In some urban areas of Ontario, interactions may feel more reserved or distant. Without awareness of these differences, you might think someone is too friendly or that they dislike you.
According to the Intercultural Development Inventory, there are four main communication patterns:
Direct communication, low emotional expressiveness
Common among North Americans of European descent, and in countries such as Denmark, the United Kingdom, Germany, Sweden, Australia, and New Zealand.
Direct communication, high emotional expressiveness
Common among North Americans of African descent, and in countries such as France, Spain, Italy, Greece; parts of Latin America; Russia and Israel.
Indirect communication, low emotional expressiveness
Common among many Indigenous peoples, much of Asia, and several Latin American countries including Mexico, Costa Rica, and Peru.
Indirect communication, high emotional expressiveness
Common in the Middle East.
Understanding these patterns can prevent misinterpretation. For example, an Asian coworker might compliment your strong presence in meetings, but that may be a polite way of saying you should give others more space to speak.
Non-Verbal Communication: What Isn’t Said
Research suggests that 70–93% of communication is non-verbal, making cultural awareness beyond spoken words especially important.
In many Western cultures, steady eye contact signals confidence and honesty. In parts of Asia and the Middle East, however, it can feel aggressive or disrespectful. In some contexts, prolonged eye contact may even signal romantic or sexual interest.
When in doubt, avoid direct eye contact and focus on the person’s nose, lips, or general facial area instead. This shows you are paying attention without making them uncomfortable.
Some forms of touch are universally inappropriate, but others vary widely by culture. While handshakes are common in many Western countries, people from places such as Japan may prefer bowing.
Personal space also differs: some cultures stand very close, while others maintain a wide “personal bubble.” Friendly hugs may be acceptable in some Middle Eastern countries but inappropriate or even lead to a lawsuit in some places.
When meeting someone new, it’s best to be cautious and avoid touch. You can also let the other person take the lead, mirror their behaviour, and research cultural norms when possible.
And remember: you always have the right to set boundaries. Sexual touching is never acceptable in any culture or workplace.
Facial expressions are largely universal: happiness, anger, and sadness are recognized across cultures, even by babies. That said, expressing emotions may be discouraged in some contexts. For example, people in Thailand may smile even when angry.
Gestures, unlike facial expressions, are highly culture-specific. Some common North American gestures can be offensive elsewhere:
- A two-finger peace sign (palm facing inward) is offensive in the UK, Ireland, Australia, and India.
- The “OK” sign is considered rude in several countries and has also been appropriated by white supremacist groups.
- A thumbs-up can be considered offensive and indecent in parts of the Middle East and West Africa.
When unsure, skip the gesture altogether. It’s better not to risk an offense.
Communicating Effectively with Clients
Some norms may seem commonplace in professional or commercial contexts, however cultural differences can still shape client interactions.
Treat clients as equals
Your clients may not be experts in your field, but that doesn’t mean they lack knowledge or experience. Avoid talking down to them as respect goes a long way in building trust.
Avoid making promises you can’t keep
Across cultures, broken promises damage relationships. Overpromising, even if unintentionally, can affect your reputation, especially with clients from cultures where honour and commitment are paramount.
Expect and Manage Haggling
While haggling is uncommon in Canada, this practice is normal and expected in many cultures. If a client negotiates and your prices are firm, respond politely and clearly. Don’t take it personally or assume they do not value your work.
Build Relationships
Take time to learn about your clients’ cultural backgrounds and learn to pronounce their names correctly. These small actions can strengthen rapport and support long-term business relationships.
Use Inclusive Language
Inclusive language helps everyone feel welcome. Asking someone for their pronouns and sharing your own can support individuals who may be navigating gender identity. It can also raise awareness of gender issues and cultural differences among clients and people in your business.
Though navigating cultural differences may seem like an impossible task, with a little effort, research, and a lot of understanding, you’ll realize it’s a piece of cake. Or, as a Belarusian would say, simpler than a stewed turnip.
