CONTENTS Acknowledgments Introduction Key One: Create Proactive Cross-Cultural Communication Avoid Reactive Communication Chapter 1: What Makes Cultures So Unique? Differences Are the Spice of Life! Chapter 2: Understanding the “Cultural Layer Cake” We All Have Layers in Our Cakes Chapter 3: How Many Strikes Are Against You? Managing Preexisting Cultural Perceptions and Misconceptions Chapter 4: Cultural Science How Neurological Development Affects Cultures Chapter 5: The Chicken or the Egg of Culture Which Came First? Climate and Environment or Language and Behavior? Chapter 6: Maximize Effective Communication . . . By Minimizing Ineffective Communication Key Two: Rapport Secrets to Bridge the Cultural Gap In Person, on the Phone, and by E-Mail Chapter 7: It’s a Matter of Respect Create Cultural Trust and Understanding Chapter 8: Develop Rapport The Most Important Element in Cross-Cultural Relationships Chapter 9: Adapt Your Style Awareness Is the First Step! Chapter 10: Words, Tonality, and Body Language The Three Methods of Communication That Vary with Every Culture Chapter 11: Understanding Communication How Do You Describe a Tree? Chapter 12: The Impact of Mother Tongue Languages It All Begins Here Key Three: Organize Productive Interactions Understand Cultural Sensitivities and Avoid Conflict Chapter 13: Multicultural Time Expectations In Time, on Time, or out of Time? Chapter 14: E-Mail Etiquette Is Culturally Sensitive Once It’s Sent, It Cannot Be Undone Chapter 15: Triple Cross-Translate Who Wrote These Instructions? Chapter 16: It Takes Two to Collaborate How to Position and Influence Chapter 17: Framing Your Cross-Cultural Communication For Sales, Negotiations, Management, and International Travel Key Four: Strategies for Relationships Cultural Beliefs, Values, and Rules Chapter 18: Context, Perception, and Reality The Cross-Cultural “Shortcut” Chapter 19: Business and Social Behavioral Styles Where Do You Start? Chapter 20: Understanding Cultural Beliefs, Values, and Rules The Roots of Every Culture Chapter 21: The Cross-Cultural Potter’s Wheel Don’t Create a Warped Relationship! Key Five: Success Leaves Clues Cultural Clues, Do’s, and Taboos Chapter 22: Body Language Gestures to Avoid Keep Your Fingers to Yourself! Chapter 23: Acronyms, Abbreviations, Analogies, Slang, and Sports Jargon Does Anyone Know Where “Left Field” Is? Chapter 24: Global Etiquette Tips What All Cultures Appreciate—No Need to Reinvent the Wheel! Chapter 25: Area-Specific Cultural Clues, Do’s, and Taboos For Successful Multicultural Navigation Chapter 26: Win-Win Cross-Cultural Communication The Key That Unlocks the Door to Successful Relationships Cultural Bloopers! Chapter 27: The Humorous Faux Pas They Happen in Every Language Chapter 28: Is What You Say What You Mean? Words Don’t Always Translate the Way We Want Them To Chapter 29: Paradoxes of the English Language How Can a Wise Man and a Wise Guy Be Opposites? About the Author Index Praise for Say Anything to Anyone, Anywhere “Different is normal serves as a compelling theme throughout this comprehensive look at communication across cultures and its implications for building bridges one to one. Highly informative, entertaining, and readable.” —Dianna Booher, Author of Communicate with Confidence and Creating Personal Presence “This book is an essential companion for anyone who works with people from different cultures or travels to different counties. With clear and insightful examples, it shows how to communicate effectively and easily with any culture, anywhere. Well written, educational, and fun! Read before you go.” —Dan Poynter, CSP, Editor of Global Speakers NewsBrief “I can’t express how much Gayle’s coaching changed my life and career. She has dramatically improved my ability to communicate effectively and speak in public, which has greatly enhanced my effectiveness as a leader. Her methods are now explained in this must-read book.” —Don Finkell, CEO, Shaw Hardwood “Gayle’s approach to presentation coaching has been very beneficial to me. Her techniques, now available in her book, have helped me stand before rooms of hundreds of guests and present with confidence and clarity.” —Key Coker, Dallas City President, BBVA Compass Bank “I met Gayle when she spoke on effective cross-cultural communication at an Entrepreneurs’ Organization (EO) conference in Marrakech. Her book is indispensable to anyone who interacts with different cultures . . . which is everyone!” —John L. Wade, CEO, Gung-Ho Company “With the world becoming ever more connected, understanding cultural differences has never been more important to personal and business success. Gayle’s book provides a practical and actionable road map for global adventurers to follow.” —Rich Beck, Senior Vice President, PepsiCo Global Operations “I have worked with Gayle and Circles of Excellence on several occasions over the years in both local and global capacities leveraging their expertise to improve interpersonal communication within my business. This book is the culmination of these perspectives outlining how we can, and need, to adapt to the global culture we live in today.” —Tim Danks, Executive Director, Assurance and Managed Services, Huawei Technologies USA “Gayle’s book gives a unique perspective on the cross-cultural challenges facing today’s global business managers. She enlightens us as to the many visible, and more often invisible, aspects to interactions and communications between team members operating with very different mind-sets and within greatly different paradigms.” —Mark Dendle, CFO, The ECOM Group “Cultural issues in international business are a critical success factor. Few possess the understanding and grasp of the issue better than Gayle. As an international business lawyer, I live her teachings every day.” —Manuel Rajunov, Partner, Foreign Legal Consultant, DLA Piper “Gayle’s seminars and teachings have had great impact on all students, faculty, and administrative staff who had attended our university. I am very pleased to see that Gayle has now brought her expertise to this excellent guide.” —Rogelio Palomera, Professor, University of Puerto Rico at Mayaguez Cover image: ma_rish/iStockphoto Cover design: Wendy Mount Copyright © 2013 by Circles Of Excellence, Inc. All rights reserved. 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