© Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 1 Communicating in a World of Diversity

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 1

Communicating Communicating in a World of Diversityin a World of Diversity


Communication Communication in a Diverse Worldin a Diverse World

• Diversity – Individual characteristics– Individual experiences

• Intercultural communication– Cultural backgrounds– Cultural differences


Opportunities in a Global Opportunities in a Global MarketplaceMarketplace

• New customers• New labor sources• New job possibilities


Advantages of a Diverse Advantages of a Diverse WorkforceWorkforce

• Connect with customers• Expand talent pool


Challenges of Intercultural Challenges of Intercultural CommunicationCommunication

• Language, nonverbal signals, perception patterns, values and beliefs – Communicating with employees– Motivating employees– Promoting harmony and cooperation


Enhancing Sensitivity to Enhancing Sensitivity to Culture and DiversityCulture and Diversity

• Understanding the concept of culture• Overcoming ethnocentrism and

stereotyping• Recognizing variations in a diverse

world.• Adapting to U.S. business culture


The Concept of CultureThe Concept of Culture

• Shared system– Beliefs– Symbols– Attitudes– Values– Expectations– Norms


Characteristics of Characteristics of CulturesCultures

• Automatic• Coherent• Complete


Negative Cultural Negative Cultural AttitudesAttitudes

• Ethnocentrism• Xenophobia• Stereotyping


Cultural PluralismCultural Pluralism

• Avoiding assumptions• Avoiding judgments• Acknowledging distinctions


Recognizing Variations Recognizing Variations in a Diverse Worldin a Diverse World

• Contextual• Legal and ethical• Social• Nonverbal

• Age• Gender• Religion• Ability


Cultural ContextCultural Context

• High-context and low-context– Decision-making practices– Problem-solving techniques– Negotiating styles


Legal and Ethical Legal and Ethical BehaviorBehavior

• Seek common ground• Withhold judgment• Send honest messages• Respect differences


Social Behavior Social Behavior DifferencesDifferences

• Work and success• Roles and status• Use of manners• Concepts of time


Nonverbal DifferencesNonverbal Differences

• Greetings and touching• Personal space• Facial expressions• Eye contact• Posture• Formality


Age DifferencesAge Differences• Types of culture– Youth-oriented – Senior-oriented

• Cultural associations– Power– Respect– Freedom


Gender DifferencesGender Differences

• Existing workplace cultures• Communication styles


Religious DifferencesReligious Differences

• Personal beliefs• Inclusive workplaces


Ability DifferencesAbility Differences

• Assistive technologies– Customers– Colleagues


Adapting to Adapting to U.S. Business CultureU.S. Business Culture

• Individualism• Equality• Privacy and personal space• Time and schedules• Religion• Communication style


Improving Intercultural Improving Intercultural Communication SkillsCommunication Skills

• Study other cultures and languages• Respect communication styles• Speak and write clearly• Listen carefully• Use interpreters or translators• Help others adapt to your culture


Studying Other CulturesStudying Other Cultures• Social customs• Clothing and food• Political patterns• Religious and folk beliefs• Economics and business• Ethics, values, and laws


Learning LanguagesLearning Languages

• Facilitate communication• Promote business relationships


Respecting Communication Respecting Communication PreferencesPreferences

• Degree of formality• Level of directness• Writing or speaking


Writing ClearlyWriting Clearly• Use simple, clear language• Be concise (brief)• Use transitional elements• Address correspondence properly• Cite numbers/dates carefully• Avoid slang, idioms, and jargon• Avoid humor or popular culture references


Intercultural Intercultural ConversationsConversations

• Speak slowly and clearly• Rephrase as needed• Seek feedback• Don’t patronize• Double check for agreement


Listening CarefullyListening Carefully

• Learn vocal patterns• Show respect• Ask questions


Using Interpreters or Using Interpreters or TranslatorsTranslators

• Human beings– Interpretation– Cultural context– Non-verbal cues

• Software– Translation–Words and phrases– Gist of the message


Helping Others AdaptHelping Others Adapt

• Speaking and listening– Conference calls– Face-to-face conversations

• Reading and writing– Intranet sites– Email and instant messaging

Documents

© Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 1 Communicating in a World of Diversity