[Script Info]
Title: 
[Events]
Format: Layer, Start, End, Style, Name, MarginL, MarginR, MarginV, Effect, Text
Dialogue: 0,0:00:09.69,0:00:11.06,Default,,0000,0000,0000,,So this is where we'll end.
Dialogue: 0,0:00:11.06,0:00:12.84,Default,,0000,0000,0000,,If we could start at the beginning.
Dialogue: 0,0:00:12.84,0:00:13.85,Default,,0000,0000,0000,,(Laughter)
Dialogue: 0,0:00:13.85,0:00:15.51,Default,,0000,0000,0000,,This is the last slide.
Dialogue: 0,0:00:15.51,0:00:16.97,Default,,0000,0000,0000,,Thank you, Carlos.
Dialogue: 0,0:00:16.97,0:00:19.34,Default,,0000,0000,0000,,A shout-out from Sanchez to Carlos.
Dialogue: 0,0:00:19.34,0:00:22.31,Default,,0000,0000,0000,,I would like to take you on an adventure\Nin the next 18 minutes
Dialogue: 0,0:00:22.31,0:00:24.99,Default,,0000,0000,0000,,to a place far, far away -\Nat least from here -
Dialogue: 0,0:00:24.99,0:00:29.22,Default,,0000,0000,0000,,and tell you about the strange customs\Nof people in this land, America.
Dialogue: 0,0:00:29.74,0:00:32.56,Default,,0000,0000,0000,,Before we embark, though,\Nyou might want to look at the sea.
Dialogue: 0,0:00:32.56,0:00:34.44,Default,,0000,0000,0000,,In some ways, I think in a way,
Dialogue: 0,0:00:34.44,0:00:40.38,Default,,0000,0000,0000,,oceans are like the cultural diversity\Nof the people that inhabit their shores.
Dialogue: 0,0:00:40.93,0:00:44.71,Default,,0000,0000,0000,,They're from the Pacific to the Indian;\Nthey share a great deal in common.
Dialogue: 0,0:00:44.71,0:00:47.86,Default,,0000,0000,0000,,And yet if you look\Nat the underlying differences,
Dialogue: 0,0:00:47.86,0:00:49.75,Default,,0000,0000,0000,,they're very subtle but very powerful:
Dialogue: 0,0:00:49.75,0:00:51.30,Default,,0000,0000,0000,,the movements of their currents,
Dialogue: 0,0:00:51.30,0:00:52.77,Default,,0000,0000,0000,,the variation in their tides.
Dialogue: 0,0:00:52.77,0:00:55.07,Default,,0000,0000,0000,,Very important differences\Nyou need to understand
Dialogue: 0,0:00:55.07,0:00:56.80,Default,,0000,0000,0000,,if you want to navigate across them.
Dialogue: 0,0:00:56.80,0:00:59.44,Default,,0000,0000,0000,,The cultural difference\NI'd like to share with you today
Dialogue: 0,0:00:59.44,0:01:01.42,Default,,0000,0000,0000,,has to do with relational mindfulness,
Dialogue: 0,0:01:01.42,0:01:03.37,Default,,0000,0000,0000,,which is basically how attentive you are,
Dialogue: 0,0:01:03.37,0:01:04.39,Default,,0000,0000,0000,,how attuned you are,
Dialogue: 0,0:01:04.39,0:01:07.16,Default,,0000,0000,0000,,to the social-emotional\Ncontext of the situation.
Dialogue: 0,0:01:07.69,0:01:11.54,Default,,0000,0000,0000,,Now, the adventure is inspired\Nby a Frenchman and a German,
Dialogue: 0,0:01:11.54,0:01:14.12,Default,,0000,0000,0000,,and whenever those two groups\Nhave any agreement,
Dialogue: 0,0:01:14.12,0:01:16.11,Default,,0000,0000,0000,,it's worth investigating further, yeah?
Dialogue: 0,0:01:16.11,0:01:17.12,Default,,0000,0000,0000,,(Laughter)
Dialogue: 0,0:01:17.12,0:01:18.19,Default,,0000,0000,0000,,Both had remarked
Dialogue: 0,0:01:18.19,0:01:20.44,Default,,0000,0000,0000,,that Americans have a sort of strange way
Dialogue: 0,0:01:20.44,0:01:24.19,Default,,0000,0000,0000,,of approaching interpersonal\Nrelationships at work.
Dialogue: 0,0:01:24.19,0:01:27.20,Default,,0000,0000,0000,,In fact, Tocqueville called it\N"American exceptionalism."
Dialogue: 0,0:01:27.20,0:01:28.73,Default,,0000,0000,0000,,And what they were talking about
Dialogue: 0,0:01:28.73,0:01:32.27,Default,,0000,0000,0000,,is how American have this ability\Nto not notice or place very little weight
Dialogue: 0,0:01:32.27,0:01:34.42,Default,,0000,0000,0000,,on emotions and\Ninterpersonal relationships
Dialogue: 0,0:01:34.42,0:01:36.24,Default,,0000,0000,0000,,in their dealings in business.
Dialogue: 0,0:01:36.24,0:01:39.74,Default,,0000,0000,0000,,Now, Weber pinned it on the people\Nwho founded the culture in the 1600s,
Dialogue: 0,0:01:39.74,0:01:42.19,Default,,0000,0000,0000,,these Calvinist purists\Nwho had this sort of feeling
Dialogue: 0,0:01:42.19,0:01:45.70,Default,,0000,0000,0000,,that it was immoral to be mindful\Nto emotions or relationships
Dialogue: 0,0:01:45.70,0:01:47.04,Default,,0000,0000,0000,,while performing God's work,
Dialogue: 0,0:01:47.04,0:01:49.84,Default,,0000,0000,0000,,which is your daily work,\Nessentially, on that.
Dialogue: 0,0:01:49.84,0:01:52.55,Default,,0000,0000,0000,,So it seemed very interesting\Nto do an experiment.
Dialogue: 0,0:01:52.55,0:01:54.67,Default,,0000,0000,0000,,As a social psychologist,\Nthis is what we do.
Dialogue: 0,0:01:54.67,0:01:57.39,Default,,0000,0000,0000,,We take old ideas\Nand sort of rehash them again.
Dialogue: 0,0:01:57.39,0:01:59.37,Default,,0000,0000,0000,,What I did was I put people in the lab.
Dialogue: 0,0:01:59.37,0:02:01.72,Default,,0000,0000,0000,,These were undergraduates,\Nand so I came prepared.
Dialogue: 0,0:02:01.72,0:02:03.77,Default,,0000,0000,0000,,I bought them business suits,\Nshirts anyway,
Dialogue: 0,0:02:03.77,0:02:05.78,Default,,0000,0000,0000,,clip-on ties so they wouldn't feel bad,
Dialogue: 0,0:02:05.78,0:02:08.02,Default,,0000,0000,0000,,and tried to create them\Ninto this work mindset.
Dialogue: 0,0:02:08.02,0:02:09.02,Default,,0000,0000,0000,,I wanted to see,
Dialogue: 0,0:02:09.02,0:02:11.52,Default,,0000,0000,0000,,Is it true that this sort\Nof relational mindlessness
Dialogue: 0,0:02:11.52,0:02:14.29,Default,,0000,0000,0000,,occurs in work situations\Nmore than non-work situations,
Dialogue: 0,0:02:14.29,0:02:15.85,Default,,0000,0000,0000,,at least for Americans?
Dialogue: 0,0:02:15.85,0:02:19.44,Default,,0000,0000,0000,,I put them in these business shirts,\Ngot them to do a Harvard Business case.
Dialogue: 0,0:02:19.44,0:02:22.16,Default,,0000,0000,0000,,It was actually easy\Nto put them into a business mindset.
Dialogue: 0,0:02:22.16,0:02:25.50,Default,,0000,0000,0000,,And this other group, I had to create\Na more casual non-work situation.
Dialogue: 0,0:02:25.87,0:02:27.80,Default,,0000,0000,0000,,Now, I'm from Los Angeles,
Dialogue: 0,0:02:27.80,0:02:28.98,Default,,0000,0000,0000,,but living in Michigan,
Dialogue: 0,0:02:28.98,0:02:32.64,Default,,0000,0000,0000,,it's very clear that it's hard to be\Nin a very sort of relaxed, warm mindset.
Dialogue: 0,0:02:32.64,0:02:34.44,Default,,0000,0000,0000,,So in the middle of a Michigan winter,
Dialogue: 0,0:02:34.44,0:02:36.58,Default,,0000,0000,0000,,I ordered from Hawaii\Nthese Hawaiian t-shirts,
Dialogue: 0,0:02:36.58,0:02:38.04,Default,,0000,0000,0000,,had them play some card games.
Dialogue: 0,0:02:38.04,0:02:39.91,Default,,0000,0000,0000,,I must tell you, as an experimentalist,
Dialogue: 0,0:02:39.91,0:02:43.16,Default,,0000,0000,0000,,it's extremely difficult\Nto get people relaxed in the lab.
Dialogue: 0,0:02:43.16,0:02:45.09,Default,,0000,0000,0000,,I think most experiments, by definition,
Dialogue: 0,0:02:45.09,0:02:47.38,Default,,0000,0000,0000,,replicate how we think\Nand how we behave at work:
Dialogue: 0,0:02:47.38,0:02:48.86,Default,,0000,0000,0000,,you show up for an appointment,
Dialogue: 0,0:02:48.86,0:02:51.39,Default,,0000,0000,0000,,given some instructions,\Nsome compensation, maybe,
Dialogue: 0,0:02:51.39,0:02:52.69,Default,,0000,0000,0000,,or some peanuts, whatever.
Dialogue: 0,0:02:52.69,0:02:54.84,Default,,0000,0000,0000,,We put them into\Nthese two different mindsets.
Dialogue: 0,0:02:54.84,0:02:58.09,Default,,0000,0000,0000,,Then what we did next\Nis we played over the speakers some words,
Dialogue: 0,0:02:58.09,0:02:59.87,Default,,0000,0000,0000,,and the words were emotionally laden,
Dialogue: 0,0:02:59.87,0:03:03.70,Default,,0000,0000,0000,,like happy, funeral, sad, wedding.
Dialogue: 0,0:03:03.70,0:03:07.25,Default,,0000,0000,0000,,And if you know the spoken word,\Nthere's always two channels:
Dialogue: 0,0:03:07.25,0:03:09.43,Default,,0000,0000,0000,,there's what is said and how it is said.
Dialogue: 0,0:03:09.43,0:03:11.70,Default,,0000,0000,0000,,So you can say "happy" sad.
Dialogue: 0,0:03:11.70,0:03:15.15,Default,,0000,0000,0000,,And if I were to ask you, "Quickly,\Ntell me, is the meaning of the word -
Dialogue: 0,0:03:15.15,0:03:16.62,Default,,0000,0000,0000,,ignore the tone of the voice -
Dialogue: 0,0:03:16.62,0:03:17.67,Default,,0000,0000,0000,,positive or negative?"
Dialogue: 0,0:03:17.67,0:03:18.73,Default,,0000,0000,0000,,it's no problem.
Dialogue: 0,0:03:18.73,0:03:21.33,Default,,0000,0000,0000,,But if I say "happy" sad,
Dialogue: 0,0:03:21.56,0:03:24.04,Default,,0000,0000,0000,,sometimes it takes a bit longer\Nto make that decision
Dialogue: 0,0:03:24.04,0:03:27.38,Default,,0000,0000,0000,,unless you're not paying attention\Nto the emotions of the spoken voice.
Dialogue: 0,0:03:27.38,0:03:28.47,Default,,0000,0000,0000,,Using this paradigm,
Dialogue: 0,0:03:28.47,0:03:30.73,Default,,0000,0000,0000,,we found that people\Nin Hawaiian t-shirts -
Dialogue: 0,0:03:30.73,0:03:32.33,Default,,0000,0000,0000,,it's a very difficult task.
Dialogue: 0,0:03:32.33,0:03:35.07,Default,,0000,0000,0000,,"I can't ignore the emotional\Ntone of your voice."
Dialogue: 0,0:03:35.07,0:03:36.55,Default,,0000,0000,0000,,Put them in business shirts,
Dialogue: 0,0:03:36.55,0:03:38.31,Default,,0000,0000,0000,,have them do a Harvard Business case,
Dialogue: 0,0:03:38.31,0:03:40.87,Default,,0000,0000,0000,,it's as if it was perfectly consistent -
Dialogue: 0,0:03:40.87,0:03:44.04,Default,,0000,0000,0000,,completely able to ignore\Nthe emotional tone of voice.
Dialogue: 0,0:03:44.04,0:03:47.22,Default,,0000,0000,0000,,In a sense, there are two dimensions\Nof most situations at work
Dialogue: 0,0:03:47.22,0:03:48.63,Default,,0000,0000,0000,,that you can be mindful to.
Dialogue: 0,0:03:48.63,0:03:50.27,Default,,0000,0000,0000,,Mindfulness is a big umbrella.
Dialogue: 0,0:03:50.27,0:03:52.65,Default,,0000,0000,0000,,We'll hear some great talks\Non this coming up,
Dialogue: 0,0:03:52.65,0:03:55.23,Default,,0000,0000,0000,,but you can be attentive\Nto "the paper and the people,"
Dialogue: 0,0:03:55.23,0:03:56.90,Default,,0000,0000,0000,,the task and the relationships.
Dialogue: 0,0:03:56.90,0:03:58.33,Default,,0000,0000,0000,,And this idea appears to be
Dialogue: 0,0:03:58.33,0:04:00.100,Default,,0000,0000,0000,,that Americans are able\Nto be mindful to the task
Dialogue: 0,0:04:00.100,0:04:03.37,Default,,0000,0000,0000,,but not to the social context.
Dialogue: 0,0:04:03.37,0:04:04.53,Default,,0000,0000,0000,,That's the idea.
Dialogue: 0,0:04:04.53,0:04:05.72,Default,,0000,0000,0000,,So, for example,
Dialogue: 0,0:04:05.72,0:04:10.45,Default,,0000,0000,0000,,if you play audio recordings\Nor show movies of work groups
Dialogue: 0,0:04:10.45,0:04:12.20,Default,,0000,0000,0000,,and you test people's memory later -
Dialogue: 0,0:04:12.20,0:04:15.100,Default,,0000,0000,0000,,here I have a contrast\Nbetween Mexicans and Anglo-Americans -
Dialogue: 0,0:04:15.100,0:04:18.56,Default,,0000,0000,0000,,you find that both\Nare highly attentive to the task.
Dialogue: 0,0:04:18.56,0:04:21.82,Default,,0000,0000,0000,,Both are paying attention -\Nthat makes sense, that's what's going on.
Dialogue: 0,0:04:21.82,0:04:24.27,Default,,0000,0000,0000,,You test their memory\Nfor the relational component -
Dialogue: 0,0:04:24.27,0:04:26.70,Default,,0000,0000,0000,,whether people got along,\Nthey trusted one another -
Dialogue: 0,0:04:26.70,0:04:28.71,Default,,0000,0000,0000,,it's as if it fell on deaf ears.
Dialogue: 0,0:04:28.71,0:04:31.66,Default,,0000,0000,0000,,It's as if the Americans\Nhave such an effective filter
Dialogue: 0,0:04:31.66,0:04:35.20,Default,,0000,0000,0000,,for blocking out stuff\Nin the social-emotional domain.
Dialogue: 0,0:04:35.50,0:04:38.68,Default,,0000,0000,0000,,You know, in cross-cultural\Ncommunications, we heard before,
Dialogue: 0,0:04:38.68,0:04:41.19,Default,,0000,0000,0000,,often a way in which\Nyou're able to save face,
Dialogue: 0,0:04:41.19,0:04:42.71,Default,,0000,0000,0000,,for yourself or another person,
Dialogue: 0,0:04:42.71,0:04:46.64,Default,,0000,0000,0000,,is you convey the news\Naccurately but indirectly.
Dialogue: 0,0:04:46.64,0:04:49.34,Default,,0000,0000,0000,,You may say, "I like you.\NI'm just not in like with you,"
Dialogue: 0,0:04:49.34,0:04:50.70,Default,,0000,0000,0000,,or these sorts of things.
Dialogue: 0,0:04:50.70,0:04:51.71,Default,,0000,0000,0000,,You're indirect.
Dialogue: 0,0:04:51.71,0:04:54.28,Default,,0000,0000,0000,,As sort of the classic story\Nin cross-cultural research
Dialogue: 0,0:04:54.28,0:04:57.33,Default,,0000,0000,0000,,is that Asians are indirect\Nand Americans are direct.
Dialogue: 0,0:04:57.33,0:04:59.61,Default,,0000,0000,0000,,Well, as theory suggests,\Nit's not that simple.
Dialogue: 0,0:04:59.61,0:05:02.03,Default,,0000,0000,0000,,It's not as if Americans\Nare one way all the time;
Dialogue: 0,0:05:02.03,0:05:03.28,Default,,0000,0000,0000,,it really depends on work.
Dialogue: 0,0:05:03.28,0:05:06.12,Default,,0000,0000,0000,,So what we did is we tested\Ntheir level of indirectness:
Dialogue: 0,0:05:06.12,0:05:10.41,Default,,0000,0000,0000,,how much they attend to indirect cues\Ninside and outside the work place.
Dialogue: 0,0:05:10.41,0:05:11.60,Default,,0000,0000,0000,,Or to put it another way,
Dialogue: 0,0:05:11.60,0:05:14.46,Default,,0000,0000,0000,,with a friend they don't work with\Nversus a co-worker.
Dialogue: 0,0:05:14.46,0:05:16.14,Default,,0000,0000,0000,,Look at what you find.
Dialogue: 0,0:05:16.14,0:05:17.16,Default,,0000,0000,0000,,Essentially,
Dialogue: 0,0:05:17.16,0:05:20.32,Default,,0000,0000,0000,,Americans become very direct\Nin the workplace,
Dialogue: 0,0:05:20.63,0:05:23.38,Default,,0000,0000,0000,,whereas you find in these\Ntwo East Asian contexts,
Dialogue: 0,0:05:23.38,0:05:25.76,Default,,0000,0000,0000,,they go in the exact opposite direction.
Dialogue: 0,0:05:25.76,0:05:27.79,Default,,0000,0000,0000,,The punchline is profound.
Dialogue: 0,0:05:27.79,0:05:31.60,Default,,0000,0000,0000,,It suggests that cultural divides\Ngrow wider in the context of work.
Dialogue: 0,0:05:31.60,0:05:33.59,Default,,0000,0000,0000,,That's problematic because, to be honest,
Dialogue: 0,0:05:33.59,0:05:36.28,Default,,0000,0000,0000,,when we're not at work,\Nwe interact with who we want to.
Dialogue: 0,0:05:36.28,0:05:39.42,Default,,0000,0000,0000,,But at work, we're forced to interact\Nwith all those other people -
Dialogue: 0,0:05:39.42,0:05:40.72,Default,,0000,0000,0000,,with very different styles.
Dialogue: 0,0:05:40.72,0:05:43.00,Default,,0000,0000,0000,,It's problematic if you\Ninteract with an American
Dialogue: 0,0:05:43.00,0:05:45.42,Default,,0000,0000,0000,,and you want to save face\Nand get the point across.
Dialogue: 0,0:05:45.42,0:05:48.88,Default,,0000,0000,0000,,In another sort of study,\Nwe looked at how they feel about conflict.
Dialogue: 0,0:05:48.88,0:05:52.39,Default,,0000,0000,0000,,There is only one finding in my field\Nthat is like Newton's Law:
Dialogue: 0,0:05:52.39,0:05:54.18,Default,,0000,0000,0000,,it's true all of the time.
Dialogue: 0,0:05:54.18,0:05:57.66,Default,,0000,0000,0000,,And that is when a team\Nexperiences relationship conflict,
Dialogue: 0,0:05:57.66,0:05:59.16,Default,,0000,0000,0000,,their performance suffers.
Dialogue: 0,0:05:59.16,0:06:00.88,Default,,0000,0000,0000,,Your mother could've told you this,
Dialogue: 0,0:06:00.88,0:06:03.67,Default,,0000,0000,0000,,but they did all of the research\Nand verified it's true.
Dialogue: 0,0:06:04.06,0:06:07.16,Default,,0000,0000,0000,,Building on this research,\Nwe tried to test this idea
Dialogue: 0,0:06:07.16,0:06:09.78,Default,,0000,0000,0000,,that maybe Americans\Ndon't believe that finding.
Dialogue: 0,0:06:10.29,0:06:12.49,Default,,0000,0000,0000,,Maybe they think -\Nthey're very optimistic -
Dialogue: 0,0:06:12.49,0:06:14.99,Default,,0000,0000,0000,,that "Well, maybe if we hate each other,
Dialogue: 0,0:06:14.99,0:06:17.82,Default,,0000,0000,0000,,it won't be pleasant,\Nbut we can still perform well.
Dialogue: 0,0:06:17.82,0:06:19.39,Default,,0000,0000,0000,,Now, if you ask them,
Dialogue: 0,0:06:19.39,0:06:22.51,Default,,0000,0000,0000,,"Do you agree that conflict\Nhurts performance?"
Dialogue: 0,0:06:22.51,0:06:23.59,Default,,0000,0000,0000,,their attitude depends
Dialogue: 0,0:06:23.59,0:06:26.23,Default,,0000,0000,0000,,on whether it's about\Nthe relational domain or the task.
Dialogue: 0,0:06:26.23,0:06:29.14,Default,,0000,0000,0000,,If it's about the task,\Nyou find no real cultural difference;
Dialogue: 0,0:06:29.14,0:06:32.06,Default,,0000,0000,0000,,everyone seems to agree,\Nyes, it will harm performance.
Dialogue: 0,0:06:32.06,0:06:35.54,Default,,0000,0000,0000,,But conflict in the relational domain,\Nas shown on the bars on the right,
Dialogue: 0,0:06:35.54,0:06:39.27,Default,,0000,0000,0000,,Americans are much more on the fence,\Nthey're like, "I'm just not sure."
Dialogue: 0,0:06:39.27,0:06:41.62,Default,,0000,0000,0000,,Now, mind you, they're actually wrong,
Dialogue: 0,0:06:41.62,0:06:45.06,Default,,0000,0000,0000,,and most of the data that proves\Nrelationship conflict harms performance
Dialogue: 0,0:06:45.06,0:06:46.85,Default,,0000,0000,0000,,actually comes from American data.
Dialogue: 0,0:06:46.85,0:06:47.86,Default,,0000,0000,0000,,(Laughter)
Dialogue: 0,0:06:47.86,0:06:50.88,Default,,0000,0000,0000,,Groups that provided the finding\Nare least likely to believe it.
Dialogue: 0,0:06:50.88,0:06:52.70,Default,,0000,0000,0000,,When we first tried to publish this,
Dialogue: 0,0:06:52.70,0:06:55.42,Default,,0000,0000,0000,,reviewers were very upset\Nbecause it seemed anti-American,
Dialogue: 0,0:06:55.42,0:06:58.56,Default,,0000,0000,0000,,so rather than call it a bias,\Nwe said, "They're very optimistic."
Dialogue: 0,0:06:58.56,0:07:00.81,Default,,0000,0000,0000,,Now, they loved it.\NIt won awards. It was great.
Dialogue: 0,0:07:00.81,0:07:02.46,Default,,0000,0000,0000,,Think of it as optimistic.
Dialogue: 0,0:07:02.46,0:07:04.19,Default,,0000,0000,0000,,Imagine you have two cultural groups
Dialogue: 0,0:07:04.19,0:07:07.09,Default,,0000,0000,0000,,and there's an opportunity\Nto engage in business with someone.
Dialogue: 0,0:07:07.09,0:07:10.42,Default,,0000,0000,0000,,If you're the sort that believes\Nthat conflict, if you don't get along,
Dialogue: 0,0:07:10.42,0:07:11.78,Default,,0000,0000,0000,,the deal won't come through,
Dialogue: 0,0:07:11.78,0:07:14.35,Default,,0000,0000,0000,,you probably won't engage\Nin business with that person.
Dialogue: 0,0:07:14.35,0:07:15.55,Default,,0000,0000,0000,,But what if you're wrong?
Dialogue: 0,0:07:15.55,0:07:17.62,Default,,0000,0000,0000,,Americans are more likely\Nto take the chance
Dialogue: 0,0:07:17.62,0:07:20.53,Default,,0000,0000,0000,,of doing business with somebody\Nthat they might end up hating,
Dialogue: 0,0:07:20.53,0:07:22.62,Default,,0000,0000,0000,,and that opens up\Na number of opportunities.
Dialogue: 0,0:07:22.62,0:07:25.19,Default,,0000,0000,0000,,The problem happens when you have a team
Dialogue: 0,0:07:25.19,0:07:27.90,Default,,0000,0000,0000,,in which you have diversity\Nin beliefs about this.
Dialogue: 0,0:07:27.90,0:07:30.85,Default,,0000,0000,0000,,Imagine you get into a situation\Nwhere there's conflict,
Dialogue: 0,0:07:30.85,0:07:34.12,Default,,0000,0000,0000,,and you have one person who says,\N"Look, we're not getting along.
Dialogue: 0,0:07:34.12,0:07:37.68,Default,,0000,0000,0000,,We have to stop and resolve this,\Nor we're not going to be able to succeed."
Dialogue: 0,0:07:37.68,0:07:38.90,Default,,0000,0000,0000,,Then the American says,
Dialogue: 0,0:07:38.90,0:07:41.53,Default,,0000,0000,0000,,"Let bygones be bygones.\NWe don't need to deal with it."
Dialogue: 0,0:07:41.53,0:07:44.100,Default,,0000,0000,0000,,And the other person says, "No,\Nwe need to deal with it; it's important."
Dialogue: 0,0:07:44.100,0:07:45.100,Default,,0000,0000,0000,,"Let it go."
Dialogue: 0,0:07:45.100,0:07:47.00,Default,,0000,0000,0000,,"I can't let it go."
Dialogue: 0,0:07:47.00,0:07:50.16,Default,,0000,0000,0000,,And now they're having meta-conflict,\Na conflict about conflict.
Dialogue: 0,0:07:50.16,0:07:51.79,Default,,0000,0000,0000,,This is exactly what we're finding
Dialogue: 0,0:07:51.79,0:07:54.13,Default,,0000,0000,0000,,in a team of over 100\NLondon Business School MBAs.
Dialogue: 0,0:07:54.13,0:07:55.77,Default,,0000,0000,0000,,You have conflict about conflict.
Dialogue: 0,0:07:55.77,0:07:59.64,Default,,0000,0000,0000,,The idea is the diversity and beliefs\Nabout a cultural phenomena or conflict
Dialogue: 0,0:07:59.64,0:08:03.87,Default,,0000,0000,0000,,can actually create its own dynamics,\Nabove and beyond what you normally expect.
Dialogue: 0,0:08:04.35,0:08:06.60,Default,,0000,0000,0000,,It also happens\Nat a very unconscious level.
Dialogue: 0,0:08:06.60,0:08:08.92,Default,,0000,0000,0000,,We've done research\Non nonconscious mimicry.
Dialogue: 0,0:08:08.92,0:08:10.71,Default,,0000,0000,0000,,Our earlier speaker was talking about
Dialogue: 0,0:08:10.71,0:08:13.73,Default,,0000,0000,0000,,how people have this natural tendency\Nto engage in mimicry.
Dialogue: 0,0:08:13.73,0:08:15.67,Default,,0000,0000,0000,,You've seen this at a coffee shop,
Dialogue: 0,0:08:15.67,0:08:17.55,Default,,0000,0000,0000,,maybe the oldest one in the world,
Dialogue: 0,0:08:17.55,0:08:20.20,Default,,0000,0000,0000,,where one person leans forward,\Nthe other leans forward;
Dialogue: 0,0:08:20.20,0:08:22.92,Default,,0000,0000,0000,,one person crosses their leg,\Nthe other crosses their leg.
Dialogue: 0,0:08:22.92,0:08:25.72,Default,,0000,0000,0000,,This happens in many species;\Nit happens in humans.
Dialogue: 0,0:08:25.72,0:08:27.03,Default,,0000,0000,0000,,It builds rapport.
Dialogue: 0,0:08:27.03,0:08:30.32,Default,,0000,0000,0000,,When you're in sync with somebody,\Nyou feel that you click -
Dialogue: 0,0:08:30.32,0:08:32.67,Default,,0000,0000,0000,,that's sort of this one expression.
Dialogue: 0,0:08:32.67,0:08:34.90,Default,,0000,0000,0000,,But not all the time\Ndo you sync with people.
Dialogue: 0,0:08:34.90,0:08:36.93,Default,,0000,0000,0000,,You have to actually\Npay attention to them.
Dialogue: 0,0:08:36.93,0:08:39.92,Default,,0000,0000,0000,,In fact, what we found in research\Nis that in work situations,
Dialogue: 0,0:08:39.92,0:08:41.97,Default,,0000,0000,0000,,Americans are less likely\Nto look like this,
Dialogue: 0,0:08:41.97,0:08:43.72,Default,,0000,0000,0000,,where they're mirroring one another,
Dialogue: 0,0:08:43.72,0:08:45.85,Default,,0000,0000,0000,,and more likely to look like this.
Dialogue: 0,0:08:46.91,0:08:48.92,Default,,0000,0000,0000,,They're not attending to the other person,
Dialogue: 0,0:08:48.92,0:08:49.92,Default,,0000,0000,0000,,and therefore,
Dialogue: 0,0:08:49.92,0:08:53.15,Default,,0000,0000,0000,,they don't even automatically,\Nunconsciously mirror the other person.
Dialogue: 0,0:08:53.15,0:08:54.26,Default,,0000,0000,0000,,Well, that may be fine,
Dialogue: 0,0:08:54.26,0:08:57.48,Default,,0000,0000,0000,,but what happens then is it creates\Nan awkwardness in the situation,
Dialogue: 0,0:08:57.48,0:08:58.82,Default,,0000,0000,0000,,and imagine this parable,
Dialogue: 0,0:08:58.82,0:09:00.62,Default,,0000,0000,0000,,which we did with a study.
Dialogue: 0,0:09:00.62,0:09:03.72,Default,,0000,0000,0000,,We went to a corporation,\Nwe had a lab set up in their office,
Dialogue: 0,0:09:03.72,0:09:06.22,Default,,0000,0000,0000,,and we had somebody,\Nthe person on the left,
Dialogue: 0,0:09:06.22,0:09:09.33,Default,,0000,0000,0000,,either mirror or not mirror\Nthe other person.
Dialogue: 0,0:09:09.60,0:09:14.93,Default,,0000,0000,0000,,Well, when the candidate,\Nor the employee, was an American,
Dialogue: 0,0:09:14.93,0:09:17.33,Default,,0000,0000,0000,,it didn't matter whether\Nthey were mirrored or not,
Dialogue: 0,0:09:17.33,0:09:19.19,Default,,0000,0000,0000,,because they weren't paying attention.
Dialogue: 0,0:09:19.19,0:09:20.20,Default,,0000,0000,0000,,(Laughter)
Dialogue: 0,0:09:20.20,0:09:22.11,Default,,0000,0000,0000,,But when you put another cultural group,
Dialogue: 0,0:09:22.11,0:09:24.69,Default,,0000,0000,0000,,a group that's actually\Nrelationally mindful, in there,
Dialogue: 0,0:09:24.69,0:09:29.08,Default,,0000,0000,0000,,they became quite nervous, quite anxious\Nwhen the other person didn't mirror them.
Dialogue: 0,0:09:29.08,0:09:32.46,Default,,0000,0000,0000,,In fact, when we showed videotapes\Nof just them to corporate recruiters,
Dialogue: 0,0:09:32.46,0:09:34.59,Default,,0000,0000,0000,,they were deemed\Nas not performing very well.
Dialogue: 0,0:09:34.59,0:09:36.95,Default,,0000,0000,0000,,So those people\Nare less likely to get hired.
Dialogue: 0,0:09:36.95,0:09:41.15,Default,,0000,0000,0000,,Now, imagine you have an American\Nwho is very concerned about diversity
Dialogue: 0,0:09:41.15,0:09:44.46,Default,,0000,0000,0000,,but has this cultural way\Nabout approaching work.
Dialogue: 0,0:09:45.10,0:09:47.37,Default,,0000,0000,0000,,Those groups that are\Nmore relationally attuned
Dialogue: 0,0:09:47.37,0:09:49.57,Default,,0000,0000,0000,,are going to perform worse,\Nwon't get the job.
Dialogue: 0,0:09:49.57,0:09:52.53,Default,,0000,0000,0000,,It'll look like discrimination -\Nperhaps you can call it that -
Dialogue: 0,0:09:52.53,0:09:54.98,Default,,0000,0000,0000,,but it has nothing to do\Nwith racial or ethnic bias;
Dialogue: 0,0:09:54.98,0:09:57.70,Default,,0000,0000,0000,,it has everything to do\Nwith two cultures coming together.
Dialogue: 0,0:09:57.70,0:10:00.52,Default,,0000,0000,0000,,So this relational mindfulness\Nis important for many reasons
Dialogue: 0,0:10:00.52,0:10:03.25,Default,,0000,0000,0000,,that go beyond just\Nthe individual's well-being.
Dialogue: 0,0:10:03.25,0:10:05.75,Default,,0000,0000,0000,,You can get incomplete\Nsocial demographic patterns
Dialogue: 0,0:10:05.75,0:10:06.76,Default,,0000,0000,0000,,in the workplace
Dialogue: 0,0:10:06.76,0:10:08.50,Default,,0000,0000,0000,,just due to this subtle difference
Dialogue: 0,0:10:08.50,0:10:11.73,Default,,0000,0000,0000,,in how attentive we are\Nto the relational side of the situation.
Dialogue: 0,0:10:11.73,0:10:14.16,Default,,0000,0000,0000,,People, in a sense,\Nhave the natural capacity
Dialogue: 0,0:10:14.16,0:10:16.38,Default,,0000,0000,0000,,to pick up the local frequency\Nof the context.
Dialogue: 0,0:10:16.38,0:10:17.39,Default,,0000,0000,0000,,They just don't know
Dialogue: 0,0:10:17.39,0:10:21.04,Default,,0000,0000,0000,,when their volume's turned down so low\Nthey can't hear the signal anymore.
Dialogue: 0,0:10:21.04,0:10:23.37,Default,,0000,0000,0000,,Fortunately, there's\Nsome cross-cultural training.
Dialogue: 0,0:10:23.37,0:10:25.18,Default,,0000,0000,0000,,We've been able to show, very easy,
Dialogue: 0,0:10:25.18,0:10:28.33,Default,,0000,0000,0000,,with about a one-hour manipulation,\Nor intervention, I should say.
Dialogue: 0,0:10:28.33,0:10:29.90,Default,,0000,0000,0000,,(Laughter)
Dialogue: 0,0:10:29.90,0:10:31.41,Default,,0000,0000,0000,,What's the difference?
Dialogue: 0,0:10:31.41,0:10:32.86,Default,,0000,0000,0000,,(Laughter)
Dialogue: 0,0:10:33.93,0:10:36.20,Default,,0000,0000,0000,,Talk to my marketing friends.
Dialogue: 0,0:10:37.08,0:10:38.95,Default,,0000,0000,0000,,With a small intervention, you can say,
Dialogue: 0,0:10:38.95,0:10:40.62,Default,,0000,0000,0000,,"Look, basically what's happened" -
Dialogue: 0,0:10:40.62,0:10:42.81,Default,,0000,0000,0000,,and you put them\Nthrough these demonstrations -
Dialogue: 0,0:10:42.81,0:10:45.74,Default,,0000,0000,0000,,"your volume's been turned down,\Nand you didn't even know it."
Dialogue: 0,0:10:45.74,0:10:47.41,Default,,0000,0000,0000,,It's like automatic volume control.
Dialogue: 0,0:10:47.41,0:10:48.70,Default,,0000,0000,0000,,And it's a real eye-opener.
Dialogue: 0,0:10:48.70,0:10:51.76,Default,,0000,0000,0000,,Actually, if you do training\Nwith people who work with Americans,
Dialogue: 0,0:10:51.76,0:10:53.38,Default,,0000,0000,0000,,a lot of progress can be made.
Dialogue: 0,0:10:53.38,0:10:55.38,Default,,0000,0000,0000,,If you're going to try to bridge cultures,
Dialogue: 0,0:10:55.38,0:10:57.57,Default,,0000,0000,0000,,you have to understand\Nthese subtle differences
Dialogue: 0,0:10:57.57,0:11:00.87,Default,,0000,0000,0000,,that go beyond just main-effect\Ncharacteristics or norms and values,
Dialogue: 0,0:11:00.87,0:11:04.41,Default,,0000,0000,0000,,that look at the schemas, the mental maps\Npeople bring into the situation.
Dialogue: 0,0:11:04.41,0:11:07.29,Default,,0000,0000,0000,,That's the only way you can possibly\Nbridge cultural divides.
Dialogue: 0,0:11:07.29,0:11:10.06,Default,,0000,0000,0000,,The most fascinating thing\Nof all of this research we find
Dialogue: 0,0:11:10.06,0:11:12.54,Default,,0000,0000,0000,,is it's not just\Nthat one culture's like x,
Dialogue: 0,0:11:12.54,0:11:14.14,Default,,0000,0000,0000,,the other culture is y -
Dialogue: 0,0:11:14.14,0:11:17.51,Default,,0000,0000,0000,,is the Americans are truly exceptional\Nin good and bad ways.
Dialogue: 0,0:11:17.51,0:11:19.91,Default,,0000,0000,0000,,They're an anomaly,\Nunlike people in Europe.
Dialogue: 0,0:11:19.91,0:11:22.13,Default,,0000,0000,0000,,So once you know something\Nabout the Americans,
Dialogue: 0,0:11:22.13,0:11:23.28,Default,,0000,0000,0000,,then you know everything
Dialogue: 0,0:11:23.28,0:11:26.39,Default,,0000,0000,0000,,about how they're going to have problems\Nwith every other culture.
Dialogue: 0,0:11:26.39,0:11:28.65,Default,,0000,0000,0000,,Even though there's\Na lot of cultural diversity,
Dialogue: 0,0:11:28.65,0:11:31.57,Default,,0000,0000,0000,,most cultures are highly attentive\Nor remain highly attentive
Dialogue: 0,0:11:31.57,0:11:32.91,Default,,0000,0000,0000,,to the relational context;
Dialogue: 0,0:11:32.91,0:11:34.31,Default,,0000,0000,0000,,they're relationally mindful.
Dialogue: 0,0:11:34.31,0:11:37.13,Default,,0000,0000,0000,,It's the Americans\Nwho have this unconscious ability
Dialogue: 0,0:11:37.13,0:11:39.14,Default,,0000,0000,0000,,to turn down the volume in that context.
Dialogue: 0,0:11:39.14,0:11:40.36,Default,,0000,0000,0000,,Thank you.
Dialogue: 0,0:11:40.36,0:11:41.74,Default,,0000,0000,0000,,(Applause)