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Many years ago, I recall visiting a good friend in New York who I had not seen in years. She and I met while on active duty and corresponded very infrequently. I let her know I would be attending a conference and would love to share a meal. We met for breakfast at a nice restaurant and, after joyful reminiscing and boisterous laughter, and three visits from the waitress to take our order, we took a look at the menu.
"Oh my," I exclaimed. "No grits on the menu! How can I begin my day without a serving of grits?"
Of course, she laughed and said, "Ava, try the cream of wheat."
Nearly fainting, I replied, "Cream of wheat is like wallpaper paste!"
Enter 'ethnocentrism' — and yes, she and I remain very good friends.
Understanding Ethnocentrism in the Workplace
Ethnocentrism is defined as the evaluation of other cultures according to preconceptions originating in the standards and customs of one's own culture. While my breakfast story may seem trivial, it exemplifies ethnocentric behavior replete with bias. Unfortunately, we unknowingly carry this same predisposition into the workplace, fueling less than favorable employee engagement and experience outcomes — specifically in retention, advocacy, motivation, and pride.
Henry Kissinger once said, "The task of the leader is to get his people from where they are to where they have not been." Having an ethnocentric style of interaction and leadership is a surefire way of hindering the best intentions to engage members of the workforce and create other leaders (which is the point of leadership).
The Growing Diversity of Today's Workforce
According to 2020 United States Census data, there are more than 200 new and detailed race and ethnic groups. Moreover, for the first time in history, we have six generations actively present in the workforce:
- Silent Generation (1928-1945)
- Baby Boomers (1946-1964)
- Generation X (1965-1980)
- Millennials (1981-1996)
- Generation Z (1997-2012)
- Generation Alpha (2013-present)
Ponterotto & Pedersen (1993) state the following: “Both ethnocentrism and prejudice interfere with our ability to understand and appreciate the human experience of others.” The Leader-Member Exchange Leadership Theory further warns leaders to avoid letting their conscious and/or unconscious biases influence who is invited into the in-group (i.e., only mingling with those who share our cultural preferences).
Cultural Competency: The Key to Effective Leadership
How, then, does a high-performing organizational leader create and sustain an exceptional employee experience while considering the differing values and assumptions of all employees? While this question may sound daunting, it is doable. My quick answer: Meet people where they are and remain curious.
Leader Self-Awareness
Either Aristotle or Socrates is reputed to have said, "To know thyself is the beginning of wisdom." The origin of the quote, however interesting that might be, is not nearly as important as the underlying point. Effective leaders are self-aware of their strengths and opportunities to be more excellent. Moreover, they are open to feedback that enhances authentic leadership and character development.
Impact on Employee Engagement
Cultural competency significantly impacts employee engagement in several key ways:
- Building Trust and Inclusion: Leaders who are culturally competent create an inclusive environment where employees feel valued and respected, regardless of their background. This fosters trust and psychological safety — critical elements for engagement.
- Enhanced Communication: Cultural competency helps leaders communicate more effectively across cultural lines, reducing misunderstandings and fostering clarity. A leader sensitive to cultural communication styles can adapt their messaging to resonate better with diverse teams.
- Recognition and Empowerment: When leaders recognize and celebrate cultural diversity, employees feel seen and appreciated, boosting morale and engagement. This can include celebrating cultural holidays or implementing diverse mentorship programs.
- Conflict Resolution: Leaders with cultural competency are better equipped to navigate and resolve conflicts that may arise from cultural misunderstandings, ensuring team harmony.
- Innovation and Collaboration: Inclusive leaders encourage diverse perspectives, which leads to greater collaboration and innovation — key drivers of engagement.
- Employee Retention: Employees who feel included and respected are more likely to stay with the organization and feel engagement in their roles, leading to lower turnover rates and higher employee engagement.
How to Use Employee Listening to Develop Cultural Competency
Building cultural competency is not a one-time achievement — it requires ongoing dialogue and understanding. This is where a comprehensive employee listening strategy becomes invaluable. By implementing strategic listening channels throughout the employee lifecycle, organizations can better understand how different cultural groups experience the workplace and identify areas where cultural competency needs strengthening.
An effective listening strategy goes beyond traditional engagement surveys. It should include multiple touchpoints and methodologies, from lifecycle surveys that can capture cultural experiences during key moments (like onboarding or promotion) to focus groups that allow for deeper exploration of cultural dynamics. This multi-channel approach ensures organizations capture both quantitative metrics and qualitative insights about how different cultural groups experience the workplace.
Strategic listening also helps identify gaps in cultural competency before they become significant issues. By regularly gathering feedback about diversity, equity, inclusion, belonging, and cultural respect, organizations can spot emerging challenges and address them proactively. This continuous feedback loop is especially prized in today's multi-generational, culturally diverse workplace, where different groups may have varying needs and expectations.
Most importantly, a strategic listening program demonstrates an organization's commitment to hearing, understanding, and acting on diverse perspectives. When employees see that their cultural experiences and feedback are not just heard but acted upon, it strengthens trust and reinforces the organization's commitment to cultural competency.
Embrace Difference
Cultural competency enables leaders to foster a work environment where diversity is valued and every employee feels they belong. This inclusivity directly correlates with higher engagement levels as employees feel respected, understood, and empowered to contribute fully to their roles and the organization.
Different is not bad; it is just different. And differences can be very helpful when it comes to driving innovation through collaboration.
And in case you're wondering — I ordered that bowl of cream of wheat and dressed it up with a dash of salt, pepper, butter, and cheese. It wasn’t bad at all. Who knew!
Take the Next Step with Perceptyx
Ready to build a more culturally competent organization through strategic listening? Schedule a meeting with our team to discuss how we can help you create an inclusive workplace that drives engagement and success across all cultural dimensions.