Studies on cross-cultural management have been a prominent theme in international management
research. Nonetheless, most studies primarily focus on expatriate managers, without detailed
descriptions of local practices and contexts. With the aid of narratives from in-depth interviews,
this article addresses the issue of cross-cultural adjustment to an unfamiliar work environment by
highlighting routine features of business interaction in Thailand. It shows how cultural
differences can be the source of miscommunication and conflict and explores how office and
managerial staff rely on shared reference points in their mutual sense making activities. It
investigates how staff deploys specific communication strategies for smoothing and handling
differences in day-to-day interaction, as well as the limitations many face in terms of altering
working practices.