Intercultural Communication and Empathy in Multicultural Teams

None required. Openness to reflection and participation in experiential exercises is encouraged.

By the end of the training, participants will:

Strengthen their awareness of cultural differences and their impact on communication.

Recognize personal communication preferences and adapt them in multicultural contexts.

Develop empathy and listening skills to enhance trust and collaboration within diverse teams.

Understand how hierarchy, directness, and emotion shape interactions across cultures.

Identify practical strategies to manage misunderstandings and reduce intercultural tension.

Apply tools and frameworks to communicate effectively with colleagues and customers from different backgrounds.

Icebreaker: Building a Bridge — experiential simulation to explore communication under cultural constraints.

Intercultural Communication Styles — exploring direct/indirect approaches, hierarchy, emotional expression, and respect.

Communication Assessment — identifying participants’ natural communication preferences and styles.

Empathy in Action — recognizing perspectives and emotions in cross-cultural situations.

Managing Cultural Misunderstandings — practical tools for clarification, feedback, and building trust.

Integration and Reflection — connecting insights to daily professional practice in customer service

Cultural awareness, empathy, communication styles, teamwork, customer interaction, intercultural trust, active listening, emotional intelligence.

Interactive and experiential methods including:
Simulation and role play
Self-assessment and guided reflection
Group discussions and peer learning
Case studies drawn fromcustomer care contexts
Practical application and feedback sessions

A certificate of attendance will be issued at the end of the training course.

A certificate of attendance will be issued at the end of the training course.