1 “GROWING GLOBAL: Developing the Cultural Competencies for Success in the 21 st Century.” DFA Intercultural Global Solutions

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““GROWING GROWING GLOBAL:GLOBAL:

Developing the Cultural Developing the Cultural Competencies for Success Competencies for Success

in the 21in the 21stst Century.” Century.”

DFA Intercultural Global Solutions [email protected] +1.718-287-9890

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“CULTURE IS THE DNA OF A NATION.

EVERYTHING ELSE…POLITICS…

ECONOMICS…SOCIAL & BUSINESS LIFE…

IS CONSEQUENCE”.

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“IF YOU ENTER A REGION, ASK WHAT ITS PROHIBITIONS ARE;IF YOU VISIT A COUNTRY, ASK WHAT ITS

CUSTOMS ARE;IF YOU CROSS A FAMILY’S THRESHOLD, ASK WHAT ITS TABOOS ARE.”

- Li Ji (The Book of Rites)One of the Five Confucian Classics (500 BC)

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GLOBALISATION TRENDS REPORT*:GLOBALISATION TRENDS REPORT*:

60%60% of all cross-border ventures of all cross-border ventures do not work out as planned.do not work out as planned.

30%30% of all expatriates return from of all expatriates return from assignment abroad prematurely.assignment abroad prematurely.

48%48% of all repatriates leave their of all repatriates leave their company within two years of company within two years of returning home.returning home.

* Compiled from various statistics, The Economist, 2005-2008. dfa

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DURING THIS ENCOUNTER...DURING THIS ENCOUNTER...

...ASK MANY PERSONAL QUESTIONS

...TALK LOUDER THAN USUAL ...INTERRUPT WHENEVER YOUR

PARTNER SAYS ANYTHING ...STAND VERY CLOSE TO YOUR

PARTNER

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DURING THIS ENCOUNTER...DURING THIS ENCOUNTER...

...SPEAK VERY SOFTLY ...DO NOT INITIATE ANY TOPICS

OR ASK ANY QUESTIONS ...AVOID EYE CONTACT ...STAND 3-4 FEET AWAY FROM

YOUR PARTNER ...KEEP SMILING

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“WE DON’T SEE THINGS

AS THEY ARE...

WE SEE THINGS AS WE ARE”

-Anais Nin dfa

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““CULTURAL FILTERS”...CULTURAL FILTERS”...

Brazilians say...- always in a hurry- serious, reserved- cautious- restrained- composed- methodical

Japanese say...- relaxed- friendly, spontaneous- reckless- uninhibited- emotional- impulsive

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“Culture hides more than it reveals, and

strangely enough what it hides, it hides most

effectively from its own participants.”

- Edward T. Hall dfa

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“IF THE MIND IS THE HARDWARE,

THEN CULTURE IS THE SOFTWARE”

-Geert Hofstede

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GlobalGlobalCultureCulture

CorporateCorporateCultureCulture

NationalNationalCultureCulture

FunctionalFunctionalCultureCulture

IndividualIndividualPersonalityPersonality

Influencers of Work Influencers of Work BehaviorsBehaviors

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CULTURAL “ICEBERG”CULTURAL “ICEBERG”

EXPLICIT CULTUREEXPLICIT CULTURE

IMPLICIT CULTUREIMPLICIT CULTURETraditions / Values / Norms

HISTORY RELIGIONHISTORY RELIGION

TOPOGRAPHYTOPOGRAPHY

CLIMATECLIMATE

PERCEIVABLE BEHAVIOURS

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EXPLICIT CULTUREEXPLICIT CULTURE

LanguageLanguage FoodFood ArchitectureArchitecture MusicMusic DressDress LiteratureLiterature Forms of Forms of

RelationshipsRelationships

ReligionReligion Pace of LifePace of Life Ways of WorkWays of Work Etc., etc., etc.Etc., etc., etc.

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EXPLICIT WORK BEHAVIOURSEXPLICIT WORK BEHAVIOURS

PunctualityDressGreeting stylesSocial EtiquetteVerbal CommunicationGiftgivingPersonal SpaceMen & Women

Holidays & traditionsMeeting protocolsNegotiation StylesManagement

techniquesNon-verbal

CommunicationsBoss-subordinate rolesDecision-making

patterns

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IMPLICIT CULTURE...IMPLICIT CULTURE...

• HOW DO WE DEFINE HUMAN HUMAN RELATIONSHIPSRELATIONSHIPS?

• HOW DO WE VIEW TIMETIME?

• HOW DO WE COMMUNICATE OURSELVES TO OTHERS?

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IMPLICIT CULTURE...

HOW DO WE DEFINE HUMAN HOW DO WE DEFINE HUMAN RELATIONSHIPS?RELATIONSHIPS?

- INDIVIDUAL / GROUP

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Individualist / Other-DependentIndividualist / Other-Dependent

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INDEPENDENCE ... INTERDEPENDENCE

1 5 10

_____________________________________

US UK GER FR INDIA ITY MEX CH JPN

NETH NORD BRAZIL SAUD

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IMPLICIT CULTURE...


- INDIVIDUAL / GROUP- EGALITARIAN / STATUS-RANK

(HIERARCHY)

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Egalitarian / Status-RankEgalitarian / Status-Rank

WESTERN & WESTERN ASIAN & ASIAN

WESTERN & ASIAN

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HIERARCHY…EGALITARIAN

1 5 10

_____________________________________

JPN IND FR MEX BRAZ US UK NOR

SAUD CHN ITY GER NETH

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IMPLICIT CULTURE...



(hierarchy)- TRANSACTIONAL /

RELATIONSHIP

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Relationship-BuildingRelationship-Building

“ “PEACHES”PEACHES” “ “COCONUTS”COCONUTS”

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TRANSACTIONAL ... TRANSACTIONAL ... RELATIONSHIPRELATIONSHIP

1 5 10

_____________________________________

US UK NORD FR BRAZIL ITY CH

NETH GERM JPN INDIA MEX SAUD

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IMPLICIT CULTURE...



(hierarchy)- TRANSACT / RELATIONSHIP- OBJECTIVIST / SITUATIONALIST

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SITUATIONALIST…OBJECTIVIST

1 5 10

_____________________________________CH MEX ITY INDIA FR UK US GER

SAUD BRAZ NETH NOR

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IMPLICIT CULTURE...

HOW DO WE VIEW TIME?HOW DO WE VIEW TIME?

-MONOCHRONIC / POLYCHRONIC

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TIMETIME

MONOCHRONICMONOCHRONIC

- sequential, progressive- sequential, progressive

-organized, -organized, compartmentalizedcompartmentalized

- clock determines - clock determines actionaction

- one thing at a time- one thing at a time

- time is limited - time is limited commoditycommodity

POLYCHRONICPOLYCHRONIC

- non-sequential, circular- non-sequential, circular

- people & situations - people & situations determine action; determine action; clock is secondaryclock is secondary

- many things at once- many things at once

- time is unlimited- time is unlimited

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COMMUNICATING & TIMECOMMUNICATING & TIMEMONOCHRONIC (US, UK, Germany):

Speaker 1: ***** ****** *****Speaker 2: ***** ******Speaker 3: ******* ******

POLYCHRONIC (Brazil, Italy, Egypt):

Speaker 1: ***** ****** ****** ******Speaker 2: ******* ***** ****** ****Speaker 3: ***** ****** ****** ***** *********

JAPAN:

Speaker 1: ***** *Speaker 2: * ***** *****Speaker 3: * ***** dfa

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TIME & PROJECT PLANNING:TIME & PROJECT PLANNING:MONOCHRONIC:

POLYCHRONIC:

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POLYCHRONIC…MONOCHRONIC

1 5 10

_____________________________________

MEX BRAZ FR NORD GER

SAUD IND ITY CHN JPN NETH US UK

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IMPLICIT CULTURE...


-MONOCHRONIC / POLYCHRONIC - PAST (External Control) / FUTURE (Internal Control)

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PAST, PRESENT & FUTUREPAST, PRESENT & FUTURE

BRAZIL NIGERIA

VENEZUELABURKINAFASO

MEXICO ARGENTINA

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USA FRANCE

JAPAN SPAIN

UK NETHERLANDS

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TURKEY RUSSIA

ETHIOPIA POLAND

UAE CZECHREPUBLIC

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INDO-NESIA

HONGKONG

SINGAP-ORE

CHINA

THAI-LAND

INDIA

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ITALY SWE-DEN

AUSTRIA GER-MANY

BELGIUM SLOV-AKIA

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EXTERNAL CONTROL…INTERNAL CONTROL

1 5 10

_____________________________________SAUD CHN FR US NETH

IND MEX NORD JPN GER UK

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IMPLICIT CULTURE...


-MONOCHRONIC / POLYCHRONIC - PAST (Fate) / FUTURE (Control)-RISK-COMFORTABLE / RISK-

AVOIDANT

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NEED FOR CERTAINTY… COMFORT WITH UNCERTAINTY

1 5 10

_____________________________________ JPN FR SAUD CHN US NETH

GER NORD BRAZ UK

MEX IND

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IMPLICIT CULTURE...


-MONOCHRONIC / POLYCHRONIC - PAST (Fate) / FUTURE (Control)-RISK-TAKING / RISK- AVOIDING- DETAIL-PROCESS (deductive) / DECISIVENESS-RESULT (inductive)

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INFORMATION PROCESSINGINFORMATION PROCESSING

INDUCTIVE (conclusion-oriented):INDUCTIVE (conclusion-oriented):

resultresult DEDUCTIVE (process-oriented):DEDUCTIVE (process-oriented):

resultresult ASSOCIATIVE (non-causal):ASSOCIATIVE (non-causal):

past experience = past experience = future resultfuture result

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IMPLICIT CULTURE...

HOW DO WE HOW DO WE RELATE/COMMUNICATE WITH RELATE/COMMUNICATE WITH THE LARGER WORLD ?THE LARGER WORLD ?

• HIGH CONTEXT (Implicit) / LOW-CONTEXT (Explicit)

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HIGH / LOW-CONTEXT HIGH / LOW-CONTEXT COMMUNICATIONSCOMMUNICATIONS

COMMUNICATION CONTEXT

COMMUNICATION CONTEXT

HIGH-CONTEXT:HIGH-CONTEXT: (“Yes” means “yes”, “maybe”, “I see”, “no”…)

LOW-CONTEXT:LOW-CONTEXT: (“Yes” means “Yes”)

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VERBAL COMMUNICATIONSVERBAL COMMUNICATIONS

HIGH CONTEXT:HIGH CONTEXT:

- Meaning is dependent - Meaning is dependent upon situation, upon situation, individuals, contextindividuals, context

- Can be indirect- Can be indirect

- Non-verbals high- Non-verbals high

- Verbals can be invalid- Verbals can be invalid

LOW CONTEXTLOW CONTEXT

- Meaning is non-- Meaning is non-variable, independent variable, independent of context & situationof context & situation

- Can be very direct- Can be very direct

- Verbal meaning high- Verbal meaning high

- Non-verbals secondary- Non-verbals secondary

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IMPLICIT CULTURE...

HOW DO WE RELATE/COMMUNICATE HOW DO WE RELATE/COMMUNICATE WITH THE LARGER WORLD ?WITH THE LARGER WORLD ?

• HIGH CONTEXT (Implicit)/ LOW-CONTEXT (Explicit)

• CONFRONTATION-DIRECT / HARMONY-INDIRECT

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HARMONIZING…CONFRONTATION

1 5 10

_____________________________________JPN CHN MEX BRAZ FR US GER

SAUD IND ITY NORD UK NETH

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NON-VERBAL COMMUNICATIONSNON-VERBAL COMMUNICATIONS

GESTURES, BODY GESTURES, BODY MOVEMENTSMOVEMENTS

EYE CONTACTEYE CONTACT FACIAL FACIAL

EXPRESSIONSEXPRESSIONS PHYSICALITYPHYSICALITY GREETINGSGREETINGS BODY COMPOSUREBODY COMPOSURE

PERSONAL SPACEPERSONAL SPACE DRESSDRESS USE OF SILENCEUSE OF SILENCE FOOD & HYGIENEFOOD & HYGIENE

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“PLEASE TAKE ADVANTAGE OF

THE CHAMBERMAID”

- Japanese hotel

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“SPECIAL TODAY:NO ICE CREAM”

- Swiss mountain inn

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“AFTER ONE VISITWE GUARANTEE

YOU WILLBE REGULAR”

- Indian restaurant

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“CUSTOMERS SHOULD NOTE THAT ANY

COMPLAINTS ABOUT RUDENESS IN THE STAFF

WILL BE DEALT WITH VERY SEVERELY”

- British hotel

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“THE MANAGER HAS PERSONALLY

PASSED ALL THE WATER SERVED

HERE”

- Acapulco hotel dfa

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“IT TAKES A VIRILE MAN TO MAKE A

CHICKEN PREGNANT”

- Translated chicken advertisement in China

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“SALAD’S A FIRM OWN MAKE; LIMPID RED BEET SOUP WITH CHEESY DUMPLINGS IN THE

FORM OF A FINGER; ROASTED DUCK LET LOOSE; BEEF

RASHERS BEATEN UP IN THE

COUNTRY PEOPLE’S FASHION”

- Warsaw restaurant menu

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“IF PEDESTRIAN OBSTACLE YOUR PATH, TOOTLE HORN

MELODIOUSLY. IF HE CONTINUE TO OBSTACLE, TOOTLE HORN

VIGOROUSLY AND UTTER VOCAL

WARNINGS SUCH AS ‘HI, HI’.”

- Official Japanese Guidelines for English-speaking Drivers in Japan

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“WE DISPENSE WITH

ACCURACY.”- English chemist shop

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“IF YOU FEEL WE HAVE FAILED YOU IN ANY WAY, WE SHALL

BE ONLY TOO PLEASED TO DO IT AGAIN AT NO

EXTRA CHARGE.”

- Hong Kong dry cleaners dfa

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“TO MOVE THE CABIN, PUSH BUTTON FOR WISHING FLOOR. IF THE CABIN SHOULD ENTER MORE PERSONS, EACH ONE

SHOULD PRESS A NUMBER OF WISHING FLOOR. DRIVING THEN

GOING ALPHABETICALLY BY NATIONAL ORDER.”

- Serbian hotel lift

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“LADIES MAY HAVE A FIT UPSTAIRS”

- Taiwan tailor shop

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“THERE WILL BE A MOSCOW EXHIBITION OF ARTS BY

15,000 RUSSIAN REPUBLIC PAINTERS AND SCULPTORS.

THESE WERE EXECUTED OVER THE PAST TWO

YEARS.”

- Russian newspaper announcement

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“STEAKS AND CHOPS ARE

GRILLED BEFORE OUR CUSTOMERS”

- Tokyo restaurant

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“TEETH EXTRACTED BY

THE LATEST METHODISTS”

- Hong Kong dentist dfa

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“FUR COATS MADE FOR

LADIES FROM THEIR OWN

SKIN”- Swedish furrier

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“LADIES ARE REQUESTED NOT TO HAVE CHILDREN AT

THE BAR”

- Norwegian cocktail lounge

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“PLEASE DO NOT FEED THE ANIMALS. IF YOU HAVE ANY SUITABLE

FOOD, GIVE IT TO THE GUARD ON DUTY.”

- Budapest zoo

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“DROP YOUR TROUSERS HERE

FOR BEST RESULTS”

- Bangkok dry cleaners dfa

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“LADIES, LEAVE YOUR CLOTHES HERE AND

SPEND THE AFTERNOON HAVING A

GOOD TIME”

- Rome laundry

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“I SLAUGHTER MYSELF DAILY”

- Israeli butcher shop

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“BROKEN ENGLISH, SPOKEN

PERFECTLY”

- Mexico City hotel

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Overcoming Language Barriers Overcoming Language Barriers (Anywhere in the World)(Anywhere in the World)

Slow down, give time, silence OK. Simplify your words: speak in phrases. Avoid slang, sports terms, acronymns. Avoid double negatives & “yes/no”. Remain formal until cued otherwise. Never shout; if anything, tone down. Learn basic ten phrases of their

language. Tune into context & non-verbals.

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The Global Rule:The Global Rule:

“DO UNTO “DO UNTO OTHERS AS OTHERS AS

THEY WOULD THEY WOULD HAVE YOU DO HAVE YOU DO UNTO THEM.”UNTO THEM.”

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Documents

1 “GROWING GLOBAL: Developing the Cultural Competencies for Success in the 21 st Century.” DFA Intercultural Global Solutions