By Claudia Salomon, President of the International Chamber of Commerce’s (ICC’s) International Court of Arbitration.
Since I became President of the ICC International Court of Arbitration three years ago, I have traveled to more than 50 cities in 35 countries, including multiple visits to East Asia, with stops in Beijing, Seoul, Shanghai, Tokyo, and Taipei. The demands of travel are real—crossing time zones, battling jet lag and fatigue, and feeling dislocated. While the advent of advanced virtual meeting technologies reduces the need for travel and helps curb carbon emissions, one might still question whether in-person meetings are essential. My experiences over the last three years have convinced me that, despite the convenience of virtual communication, no technology can fully replace the benefits of face-to-face interactions.
In-person engagement is indispensable for building trust, the cornerstone of any successful business relationship. The concept of ‘Jeong’ in Korean business culture takes this to another level: a profound emotional bond that develops over time through shared experiences, mutual trust, and genuine care for one’s business partner. It extends beyond respect, blending personal and professional interactions and creating a sense of loyalty and mutual obligation. Jeong does not develop overnight; it cannot be rushed, and, in my opinion, is impossible to cultivate if communications are entirely mostly virtual.
Wherever I am in my travels, I have learned that trust requires an investment in personal interactions. Whether meeting Korean lawyers, business leaders, or students, I strive to connect on both professional and individual levels. These engagements often lead to moments where people share stories about their families, experiences, and culture that gradually transform professional relationships into personal ones with real human warmth.
I have visited Korea to address large conferences, hold smaller group discussions organized by ICC’s local affiliates, and most importantly, to engage with individuals. While one goal is always to promote ICC arbitration services, the deeper purpose is to show respect and appreciation for Korean culture. Being physically present allows me to convey sincerity, listen attentively, and better understand the Korean legal community in a way that no virtual meeting can achieve. Through these efforts, ICC’s presence has grown significantly in Korea, as the organization has earned the trust of local stakeholders.
Psychologists have long recognized that face-to-face interactions are vital for fostering empathy and understanding. Meeting someone in person allows us to observe body language, expressions, and subtle reactions, which can reveal intentions and build rapport. These non-verbal cues are difficult to discern in a virtual environment wherein interaction occurs on a sometimes blurry screen.
One reason that I travel so extensively is to signal that I genuinely value the people I meet and the regions where they work. In Korea, these interactions often unfold over meals, where sharing traditional dishes such as patjuk or kimchi, or participating in cultural activities enhances the emotional connection that Jeong represents. These experiences deepen my connection to the people I meet and provide valuable context for understanding their perspectives.
In-person conversations also allow for real-time adaptation. Seeing someone’s reaction—whether through a smile, a furrowed brow, or a slight hesitation—helps me adjust my tone or approach. These subtle, momentary exchanges become nuanced encounters and enable a level of communication that far exceeds the distanced feeling you get from a video screen.
These face-to-face interactions are not simply about exchanging ideas or completing a transaction, but rather abut creating the authenticity that only happens in person. This is essential for business leaders because their conduct and engagement with others reflect their intention to be truly present in the moment.
As we look to the future, flexibility will remain essential and shape how we connect, blending virtual communication with meaningful in-person interactions. With ICC offices worldwide, remote tools are invaluable for staying connected across great distances. Yet, there is no substitute for gathering face-to-face to build the deeper bonds that define lasting relationships – and, critically, promote close teamwork across geographical boundaries.
