Cultural Considerations in Client Relations

Cultural awareness isn’t a ‘soft skill’—it’s the difference between a win and a loss in negotiations. I’ve seen top leaders close multimillion-dollar deals and lose them, all because they misunderstood cultural dynamics. I learned this lesson early in my career. Early in my negotiations, I assumed the rules of business were universal. But that assumption cost me time, deals, and valuable relationships. Here’s the thing: Culture impacts everything in a negotiation: - decision-making, - trust-building, and - even timing. Let me give you a few examples from my own experience: 1. Know the "silent signals": In one negotiation with a Japanese client, I learned that silence doesn’t mean disagreement. In fact, it’s a sign of deep thought. It was easy to misread, but recognizing this cultural trait helped me avoid rushing and respect their decision-making pace. 2. Understand authority dynamics: Working with a Middle Eastern team, I found that decisions often come from the top, but they require the approval of key family members or advisors. I adjusted my strategy, engaging with the right people at the right time, which changed the outcome of the deal. 3. Punctuality & respect: I once showed up five minutes early for a meeting with a South American partner. I quickly learned that arriving early was considered aggressive. In that culture, relationships are built on patience. I recalibrated, arriving at the exact time, and it made all the difference. These are the kinds of cultural insights you can only gain through experience. And they can’t be ignored if you want to negotiate at the highest level. When you understand the subtle, but significant, differences in how people from different cultures approach business, you’re no longer reacting to situations. You’re strategizing based on deep cultural awareness. This is what I teach my clients: How to integrate cultural awareness directly into their negotiation tactics to turn every encounter into a successful one. Want to elevate your negotiation strategy? Let’s talk and stop your next deal from falling apart. --------------------------------------- Hi, I’m Scott Harrison and I help executive and leaders master negotiation & communication in high-pressure, high-stakes situations.  - ICF Coach and EQ-i Practitioner - 24 yrs | 19 countries | 150+ clients   - Negotiation | Conflict resolution | Closing deals 📩 DM me or book a discovery call (link in the Featured section)

I’ve dealt with clients and partners from 6 continents. From China to the US, Australia to the Middle East, and everywhere in between. Communicating across cultures is always a challenge. Especially when those cultures have completely different ways to transfer information. What you say and how you say it can be perceived completely differently as a result. You can unknowingly offend or come across as rude or incompetent. You can break trust. So how do you navigate this? → Enter the Culture Map by Erin Meyer. I read it when it first came out and revisit it periodically. The Culture Map is a framework based on 8 scales, each representing a key cultural dimension that can impact interactions and business outcomes. The 8 cultural dimensions are: 1. Communicating: Differentiates between low-context (explicit communication) and high-context (implicit communication) cultures. 2. Evaluating: Compares direct negative feedback with indirect feedback. 3. Persuading: Contrasts principles-first reasoning with applications-first reasoning. 4. Leading: Compares egalitarian leadership with hierarchical leadership. 5. Deciding: Differentiates between consensual decision-making and top-down decision-making. 6. Trusting: Compares task-based trust with relationship-based trust. 7. Disagreeing: Contrasts confrontational cultures with those that avoid confrontation. 8. Scheduling: Differentiates between linear-time and flexible-time orientations Countries are positioned on each scale based on their cultural characteristics. What truly matters is the relative position of one culture relative to the next. For example, France is considered a higher context culture than the US on the communication scale, but much lower context compared to Saudi or China. I highly recommend studying this to anyone doing business in cross-cultural environments. And it doesn’t have to be exotic - neighbouring European countries can be miles apart from each other on these scales, which explains a lot 😅 So when you find yourself stuck when engaging with people from a different culture to yours, remember that it can all be down to these differences. P.S. have you struggled with cross cultural communication?

The first question I expected from Saudi clients was "How much?" Instead, they asked "Who are you?" After months of pitching in Riyadh, I've noticed a fundamental difference in how agency-client relationships begin here versus in Western markets. While European clients typically lead with project parameters and budget discussions, Saudi decision-makers prioritize understanding you as a person before discussing any business. What appears as prolonged small talk – questions about my journey to Saudi, my family background, even my educational history – isn't casual conversation. It's a deliberate evaluation process where trust in you as an individual precedes trust in your company's capabilities. This relationship-first approach extends beyond initial meetings. One potential client invited me to three family gatherings before ever discussing our services. Another spent weeks establishing mutual connections before revealing project details. Western efficiency metrics would flag these interactions as "unproductive time" – but this couldn't be more wrong. The deep relationship foundation built during these exchanges creates client partnerships that withstand project challenges in ways transactional relationships simply can't. I've learned to adjust my approach accordingly: allocating more time for relationship development, bringing team members who excel at personal connection to meetings, and recognizing that the timeline from first contact to signed contract follows a completely different rhythm. For agencies entering this market, understanding this distinction isn't just cultural sensitivity – it's business strategy. The investment in relationship-building isn't separate from the work; it is the work. Have you experienced similar relationship-focused business cultures? How did you adapt your approach?

Cross-Border Multi-Cultural UX is one of my biggest passions. After consulting organizations in 50+ countries, I began to collect examples of how Hofstede's 6 Cultural Dimensions impact cross-cultural UX: 1. Power Distance Index → Cultural interpretation of institutions Though vastly different regions, users in Australia and Qatar share respect for government institutions. These countries emphasize citizens’ responsibilities over their preferences, resulting in more disciplined behavior on government websites. In Australia, you can vote online but will get fined if you don’t vote. 2. Individualism vs. Collectivism → Cultural interpretation of self-image Western countries tend to have an individualistic emphasis on “I.” In contrast, there’s a collective “we” focus in Eastern countries. For example, our UX work for a Middle Eastern CPG brand catered to female buyers who typically shop for their families. Consumers prioritized their families’ individual needs over collective needs, building shopping lists organized by family members. 3. Masculinity vs. Femininity → Cultural interpretation of gender norms Similarly, masculine and feminine perceptions and motivations differ between Western and more traditional Eastern cultures. We once worked with a Western designer who almost chose an image depicting a woman with tattoos wearing short sleeves for a client in the Middle East. This would have been perfectly fine in many regions but perceived as inappropriate there. For our work in seven states of the Persian Gulf, we had to go as far as to tailor keffiyeh (traditional men's headdress) on pictures for each region. 4. Uncertainty Avoidance Index → Cultural interpretation of security Trust and security are paramount in Italy, Portugal, Belgium, Japan, and Germany. Germans have high uncertainty avoidance and seek multiple reassurances about security, privacy, and return policies on e-commerce sites. The opposite is true in Swedish and Dutch users. The fewer rules, the better. “I will deal with the problem if and when the problem arises” is the typical approach. 5. Long-Term vs. Short-Term Orientation → Cultural interpretation of gratification Eastern cultures are open to delayed gratification. Users in China and South Korea tolerate lengthy forms and high interaction costs if it leads to better long-term outcomes. Americans, however, expect instant gratification and would be easily annoyed by what’s considered a norm in China. 6. Indulgence vs. Restraint → Cultural interpretation of needs and preferences Sometimes excess is considered a good experience. I liken this to Banchan's side dishes in South Korea and the bento box in Japan. “The more, the better” is often followed for UX in Asia (despite otherwise low indulgence preferences). The bento box has even become a design trend for organizing content of different types and “flavors”! Western users are overwhelmed by this type of density in UX. Their golden rule? Less is more.

Every time I see a pitch deck for the Gulf market with camels, skyscrapers, and a few “Inshallahs,” I cringe a little inside. Because 90% of Western professionals entering the Middle East are walking straight into the same trap: 🫣 They confuse surface-level research with true cultural fluency. The Story That Still Haunts Me: Someone once proudly showed me their new marketing campaign “tailored for Saudi Arabia.” 😮 Glossy visuals. 😮 Arabic calligraphy. 😮 The word “habibi” thrown in for flavour. The campaign flopped. Why? Because when Gulf clients asked why the message was relevant, the team could not answer. They had studied the headlines, not the heart 💚. They knew facts about the region. But not feelings. Not the unspoken rules. Not the context that turns a "yes" into a deal — or a "maybe" into silence. They did not understand how respect is read. How decisions are made. What makes a pitch feel foreign… or familiar. Meaning: We are creating a Generation of Cultural Imposters → People who know when Ramadan is, but not how it affects business rhythm. → People who say “trust is key,” but do not know how to earn it in a Gulf boardroom. → People who quote Vision 2030 but cannot tie their value to it convincingly. They have outsourced their cultural thinking to Google, ChatGPT and Grok. And it is costing them deals they did not even know they lost. The Real Danger is NOT Rejection. It is Irrelevance. Your offer might be brilliant. Your solution world-class. But if it does not speak the Gulf’s language — beyond the words — it won’t even get considered. Smart Professionals Do This Differently: ✓ They stop relying on "localisation light" ✓ They learn how trust works in Saudi, UAE, Qatar, and Oman ✓ They build relationships before pitching proposals ✓ They know that culture is NOT a checklist — it is a strategy Bottom Line: In the Gulf, “almost got it right” still means “completely wrong.” ❌ You will NOT win clients with shallow insights. ✓ You will win them by showing you get them — deeply, respectfully, and confidently. Your next deal will depend on the difference. ps. The Middle East Insights give you headlines but also the 💚 : https://lnkd.in/e9DW3zd2

Imagine navigating a conversation where words are understood, but the deeper meanings—shaped by culture and emotion—are entirely missed; this is where the power of cultural competence and emotional intelligence becomes not just important, but essential. In my three decades in the corporate world, working in diverse senior management positions all over the world, I’ve learned that cultural context and perspectives are not just important—they’re indispensable in relationship management. Over the years, I’ve seen firsthand how emotional intelligence, when combined with cultural awareness, becomes a powerful tool in navigating complex interpersonal dynamics. It’s not just about managing your own emotions; it’s about understanding the cultural lenses through which others see the world. Think of it this way: when you’re aware of how cultural differences influence communication, you’re better equipped to interpret and respond to others’ emotions accurately. For instance, what one culture views as assertiveness, another might see as aggression. Without this cultural insight, you risk misunderstandings that could damage relationships. However, with cultural awareness, you can navigate these differences with empathy and tact, building stronger, more trusting relationships. My advice, drawn from years of experience, is to consciously integrate cultural understanding into your emotional intelligence practice. This means taking the time to learn about the backgrounds of those you work with, being open to different perspectives, and reflecting on how your own cultural experiences shape your interactions. By doing so, you not only enhance your emotional intelligence but also create an environment where everyone feels valued and understood. Remember this: Cultural awareness is the bridge that turns emotional intelligence into relational intelligence. It’s not just about understanding people; it’s about connecting with them in a way that transcends differences and creates lasting, meaningful bonds. I pray these words strike a meaningful chord with you as you progress in your professional journey. #EmotionalIntelligence #PeopleManagement #SoftSkills

As India continues to evolve into a global economic powerhouse, the demand for personal and professional development services is on the rise. For high-ticket coaches and healers, this presents a significant opportunity. However, success in this diverse market requires a deep understanding of cultural sensitivity and the ability to navigate the intricate web of traditional values and contemporary expectations. The Cultural Landscape of India India is a country of profound diversity, where multiple languages, religions, and traditions coexist. This cultural richness is both a treasure and a challenge for coaches and healers. To effectively connect with and serve clients, it's essential to appreciate and respect this diversity. Understanding Cultural Norms and Values: Respect for Traditions: Many Indians hold traditional values and practices in high regard. Understanding and respecting these traditions is crucial. For example, holistic approaches that integrate traditional healing practices may resonate more deeply with certain clients. Family and Community: In Indian society, family and community play a pivotal role. Decisions are often made collectively, and family dynamics can significantly influence individual choices. Coaches need to be mindful of these influences and consider them in their coaching strategies. Religious Beliefs: With a rich tapestry of religious beliefs, including Hinduism, Islam, Christianity, Sikhism, and others, sensitivity to religious practices and perspectives is vital. This includes being aware of religious holidays, customs, and the spiritual needs of clients. Strategies for Cultural Sensitivity To build a successful high-ticket coaching practice in India, it’s essential to incorporate cultural sensitivity into your approach. Here are some strategies to help you navigate this complex landscape: 1. Cultural Competence Training: Invest in Learning: Educate yourself about the diverse cultural backgrounds of your potential clients. Attend workshops, read extensively, and engage with cultural sensitivity training programs. Seek Mentorship: Partner with mentors who have experience working within the Indian cultural context. Their insights can provide invaluable guidance. 2. Tailored Coaching Approaches: Customize Programs: Develop coaching programs that are adaptable to the cultural contexts of your clients. This might mean incorporating elements of traditional practices or tailoring communication styles to suit cultural preferences. Language Considerations: While English is widely spoken, many clients may prefer communication in their native languages. Offering services in multiple languages can enhance accessibility and comfort. 3. Building Trust Through Cultural Respect: Show Respect: Demonstrate respect for your clients' cultural backgrounds in every interaction. #HighTicketCoaching #LifeCoaching #Healing #CulturalSensitivity #ProfessionalDevelopment #CoachingInIndia #PersonalGrowth #TrustBuilding

I spent most of last week working with a Northern based client company, on a strategic marketing engagement the scope of which covered marketing capability development, market & consumer understanding using our proprietary framework to the psychology of the African, The Village Map (TVM), portfolio audit and marketing strategy development. While I have lived in Northern Nigeria before for about a year and did travel the region a little bit, this was my first time in Kano. Kano is the core commercial center of Northern Nigeria & the 2nd largest city in Nigeria. - KEY FACT - When Wikipedia classifies Kano as the 2nd largest city after Lagos, it is actually a comparison of Kano City to Lagos the City-State. The population of Kano City is 10million (50% Urban; 50% Metro), while the population of Lagos State is 21million. This means that Kano City is a massive market on it own that is worthy of consideration by any serious business in Nigeria. - Kano City alone is almost the land mass of the whole of Lagos State. The expansiveness of the city and the sense of space counteracts the claustrophobic infrastructure that is the backdrop of the hustle called Lagos. (Yes I said it - Lagos is not a geographical location, it is a socioeconomic hustle!) - There is a general pleasantness to the Northerner that is quite disarming. During my time in Northern Nigeria I found them to be the most hospitable people across Nigeria to a large extent. However, like Middle Easterns they must first trust you in the course of human relations before business can begin. This contrasts to the transactional disposition of Southern Nigerians who go straight to the money first before the person. It is important to note this and patiently build trusting relationships with business partners before progressing the transaction. - Our data from previous projects show that Northerners, especially in Kano over-index on The Villager construct, Staying Cultural - a strong indicator of the need to maintain cultural values and identity regardless of socioeconomic context. This is seen in the need to travel a route to market that has cultural considerations, especially the structure of hierarchy. - Most brands from the South use pidgin language in their outdoor advertising instead of the Hausa language. Unlike Southern Nigerians, most Northerners can speak and READ their language. - Not only that, they are also fond of connecting with their language. Similar to the Middle East, just speaking a smithereen of the Hausa language opens the heart of the people to you. - (CONT. IN COMMENTS) Îna kwana? Yaya jîdadi?

🌍 𝑵𝒆𝒈𝒐𝒕𝒊𝒂𝒕𝒊𝒏𝒈 𝒊𝒏 𝑴𝒆𝒙𝒊𝒄𝒐: 𝑪𝒖𝒍𝒕𝒖𝒓𝒂𝒍 𝑵𝒖𝒂𝒏𝒄𝒆𝒔 𝒂𝒏𝒅 𝑲𝒆𝒚 𝑰𝒏𝒔𝒊𝒈𝒉𝒕𝒔 🌍 Ive been spending a lot of time in Mexico and during one of my recent trips, I had the opportunity to explore, connect with clients, and meet incredible people. One thing that stood out was the 𝐮𝐧𝐢𝐪𝐮𝐞 𝐚𝐩𝐩𝐫𝐨𝐚𝐜𝐡 𝐌𝐞𝐱𝐢𝐜𝐚𝐧𝐬 𝐡𝐚𝐯𝐞 𝐰𝐡𝐞𝐧 𝐢𝐭 𝐜𝐨𝐦𝐞𝐬 𝐭𝐨 𝐧𝐞𝐠𝐨𝐭𝐢𝐚𝐭𝐢𝐨𝐧. Here are some key differences and why understanding cultural nuances is crucial in successful negotiations: 🔹 Relationship-Oriented Negotiation: Mexicans value personal relationships before diving into business. Invest time in building trust and rapport—sometimes, the connection matters more than the deal itself. Sometimes people just jump into business conversations right away, relax...have a Don Julio 70 (tequila) and a Botana before jumping into business conversations. 🔹 Indirect Communication: Expect subtleties! Mexican negotiators may not always say “no” directly. It’s important to read between the lines and understand non-verbal cues. 🔹 Formality and Respect: Titles and respect go a long way in Mexico. Always address your counterparts formally, using proper titles. This shows professionalism and respect. (E.g. Licensiado o Don) 🔹 Patience and Flexibility: Negotiations in Mexico take time, often requiring approval from multiple stakeholders. Be patient and flexible—good things come to those who wait! 🔹 Emotional Intelligence: Negotiations in Mexico often have an emotional element. Don’t be afraid to show empathy and understand the emotional undercurrents of the conversation. This is KEY in latin america! 📍 𝐖𝐡𝐲 𝐂𝐮𝐥𝐭𝐮𝐫𝐚𝐥 𝐌𝐚𝐩𝐩𝐢𝐧𝐠 𝐌𝐚𝐭𝐭𝐞𝐫𝐬 Understanding cultural norms, communication styles, and business etiquette can be the key to unlocking successful deals. In Mexico, this means balancing relationship-building with respectful, indirect communication. 🌎 Mexico: A Key Player in Negotiation As a gateway between North and South America, Mexico is a negotiation hub, balancing local values with global business practices. Mexican negotiators are masters at adapting to both local and international environments. 𝐂𝐮𝐥𝐭𝐮𝐫𝐚𝐥 𝐚𝐰𝐚𝐫𝐞𝐧𝐞𝐬𝐬 = 𝐛𝐞𝐭𝐭𝐞𝐫 𝐧𝐞𝐠𝐨𝐭𝐢𝐚𝐭𝐢𝐨𝐧 𝐨𝐮𝐭𝐜𝐨𝐦𝐞𝐬! 💡As the great Erin Meyer will reference in her master piece "The Culture Map" Ohhh and the Yankees Hat just adds flavor to the picture. 😎 Thoughts on international negotiations? Experiences? Would love to read some. The Maker Group #negotiation #culturalintelligence #mexico #internationalbusiness #relationshipbuilding #negotiationskills