Building Momentum in Manila

Cross-continental team communication presents unique challenges. When a Sydney-based team and their Manila counterparts began experiencing significant friction, impacting project delivery and overall morale, it was clear that proactive intervention was needed. The goal? To foster seamless collaboration and build a stronger, more unified team.

Uncovering the Pain Points

Understanding the root cause of the communication breakdown required a comprehensive approach. We began by gathering input from stakeholders through a multi-faceted process. Online surveys provided anonymised quantitative data, while individual interviews and focus groups offered qualitative insights. Common themes emerged: time zone differences leading to delayed responses, cultural nuances causing misunderstandings, and inconsistent technology usage creating frustration. For instance, a common complaint was, “By the time we receive a response from Manila, our Sydney workday is over, leading to project delays.” Cultural differences were also highlighted, with some Sydney team members reporting feeling their direct communication style was misinterpreted as aggressive by their Manila colleagues.

Pinpointing the Root Causes

Analysis of the collected data revealed three primary areas requiring attention: time zone management, cultural sensitivity, and technology optimisation. The time zone disparity necessitated structured communication windows. Cultural differences required awareness and training to promote mutual understanding. Finally, inconsistent technology usage highlighted the need for standardised tools and training.

Fostering Connection

To address these issues, we designed a hybrid team-building event, blending in-person and virtual elements. The event was structured to:

• Build Relationships: Icebreakers and collaborative activities were designed to foster personal connections, regardless of location.
• Enhance Cultural Awareness: Interactive sessions explored cultural differences and promoted respectful communication strategies.
• Improve Communication Skills: Role-playing exercises and scenario-based discussions focused on clear and concise communication.
• Optimise Technology Usage: In-depth discussions revealed best practices for using shared communication platforms.

We utilised video conferencing to ensure seamless participation from both locations, incorporating breakout rooms for smaller group discussions and Miro as a collaborative online workspace for brainstorming.

Breaking Down Barriers

The event was facilitated with a focus on inclusivity and engagement. The positive impact was immediately apparent. Participants reported feeling more connected and understood. For example, the cultural awareness session facilitated open discussions, leading to a deeper appreciation of each team’s perspective. “I now understand why certain phrases were misinterpreted,” one participant noted. The technology discussion also led to increased confidence and efficiency in using shared platforms.

Maintaining Momentum

To ensure sustained improvement, we implemented regular touchpoints. These included:

• Weekly Synchronisation Meetings: Scheduled during overlapping working hours to facilitate real-time communication.
• Shared Communication Channels: Dedicated online channels for project updates and informal communication.
• Rotating "Communication Champions": Team members taking turns to ensure best practices are followed.
• Celebrating the Wins: Team members in both locations agreed to setup a Friday afternoon "Connect and Celebrate" event, to highlight the achievements that week.

Measuring and Adapting

The team are tracking progress through regular surveys and feedback sessions, measuring communication effectiveness and identifying areas for improvement. Encouraging a culture of continuous improvement is paramount. Through our discussions, they now actively solicit feedback and adapt our strategies based on evolving needs.

Building a Unified Future

By addressing the root causes of communication challenges, we successfully bridged the divide between the Manila and Sydney teams. Proactive communication, cultural sensitivity, and effective technology usage are crucial for fostering collaboration in cross-continental teams. The positive impact on team performance and overall business outcomes is undeniable, demonstrating the power of investing in effective communication strategies.