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August 12BCM 3700
13-2
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall
Chapter 3 - 2
Chapter 3
Communicating in a World of Diversity
13-3
Takeaways…
Why global business is important Why diversity is becoming more important Check how our values and beliefs affect our
responses to other people How nonverbal communication impacts
cross-cultural communications Why it is important to adapt oral and written
communication for cross-cultural context Why it is important to check cultural
generalizations
13-4
Many people make assumptions about others based on their race, culture and/or gender.
It is important to develop an understanding of racial, cultural and gender differences.
“A Rude Introduction”
Communicating Across Cultures
13-55
What is Culture? A lens – a frame of reference through
which we view and interpret human interaction
How important is nonverbal communication?
93% of communication is nonverbal
Nonverbal communication is heavily influenced by culture
What is Culture?
13-66
How does it impact business activities?
How can cultural differences hamper international business?
How can an understanding of cultural differences improve international business?
What is Culture?
13-7
Our values, priorities, and practices are shaped by the culture in which we grow up.
Modern business requires dealing with other cultures
Understanding other cultures is crucial if you want to sell your products to others in our
country, sell to other countries, manage an international plant or office, or work in this country for a multinational
company headquartered in another country. Shapes values, priorities, and practices
Understanding Culture
13-88
Cultural differences have huge impacts in the business world International business dealings Working locally with an international work force
Culture profoundly affects how people communicate And communication is the basis of all business
activities
The Silent Language Culture is often outside of people’s conscious
awareness
Understand Cultural Differences
13-9
Sources of Workplace Diversity
Gender Race and ethnicity Regional and national origin Social class Religion Age Sexual orientation Physical ability
13-10
A successful intercultural communicator is… Aware of one’s preferred values Flexible and open to change Sensitive to verbal and nonverbal
behavior Aware of values, beliefs, and practices
in other cultures Sensitive to differences among
individuals within a culture
Successful Intercultural Communicator
13-11
Importance of Global Business Customers Exports are essential to
Individual businesses Country’s economy
Vendors located in other countries
Managers look for international experience to fill top-level jobs
5-11
13-12
First step: realize that others may do things very differently …the difference is not bad … …not inferior… …just different
Second step: understanding that people within a single culture often differ
Understanding Other Cultures
13-13
Often unconscious Affect response to people and
situations Different cultures have different
views of Fairness Competition Success Social status
Values, Beliefs & Practices
13-1414
Context Space Time Interfacing Nonverbal Communication
Key Concepts
13-1515
How much of the relevant information is in the message, and how much is already understood by sender and receiver?
High context situations a message can contain lots of meaning
without much information content Low context situations
The message must contain all relevant information
Context
13-16
High-Context Low-ContextPreferred communication strategy
indirectness, politeness, ambiguity
directness, confrontation, clarity
Reliance on words low high
Reliance on nonverbal signs to communicate
high low
Importance of relationships high low
Importance of written word low high
Agreements made in writing not binding binding
Agreements made orally binding not binding
Attention to detail low high
High-Context & Low-Context
13-17
High-Context Cultures Latin American Japanese Arabic
Low-Context Cultures North American German Scandinavian
High-Context & Low-Context
13-18
Personal space - distance one likes between self and others How close is too close? This is very culturally dependent Lots: North Americans, North Europeans, Asians Little: Arabs, Latin Americans, French, Italians
Territoriality What space and how much of it is “mine”? Size and location of an office
Some people are more comfortable with touch than others
Space
13-19
Differences in time zones is understandable...
More Important: views and attitudes toward time
How people view time is culturally dependent
Monochronic vs. Polychronic How many things are done at once?
▪ One thing: monochronic▪ Many: polychronic
Time
13-20
Organizations in the United States—businesses, government, and schools— keep time by the calendar and the clock. Being “on time” is seen as a sign of
dependability.
Other cultures may keep time by the seasons and the moon, the sun, internal “body clocks” …or a personal feeling that “the time is
right.”
Time
13-21
Monochronic culture Highly scheduled cultures, People focus on clock time, Plan their time; avoid wasting it Time communicates importance, Lots of importance placed on punctuality Poor schedule adherence is interpreted as
arrogance or incompetence If you live in the United States, Canada, or
Northern Europe, you live in a monochronic culture.
Time
13-22
Polychronic culture People focus on relationships Disregard clocks and planners Schedule and agendas - viewed as goals,
not binding Promptness - not as important as
completing a human interaction▪ As a result, interruptions will delay
appointments▪ Forcing someone to wait is not intended as an
insult If you live in Latin America, the Arabic
Middle East, or sub-Sahara Africa, you live in a polychronic culture.
Time
13-2323
What happens when different cultures meet?
Least difficult interfacing Low context to low context Germans and Americans Canadians and Scandinavians
Most difficulty High context to low context High context to high context
Interfacing
13-24
Write in English unless fluent in audience’s language
Buffer negative messages Make requests indirect Re-think audience benefits Allow extra response time
Writing to International Audiences
13-25
Red Western: Excitement, danger, passion Eastern: Good luck, celebration India: purity South Africa: mourning
White Western: purity, chastity, spirituality Japan, Hong Kong: death
Example: Colors
13-26
Stress—emphasis given to one or more words
“I’ll give you a raise…” I’ll give you a raise.
▪ “…another supervisor wouldn’t”
I’ll give you a raise. ▪ “…yes, but I really don’t agree”
I’ll give you a raise. ▪ “…nobody else gets one”
Voice Qualities: Stress and Volume
13-27
I’ll give you a raise. ▪ “…but just one”
I’ll give you a raise. ▪ “…but nothing else you want”
I’ll give you a raise. ▪ “…you deserve it”
I’ll give you a raise. ▪ “…the raise will please both of us”
Voice Qualities: Stress and Volume
13-28
What to wear?
Asia: colors are extremely significant Simple and sophisticated Navy blue, Charcoal grey, Black No high heels and short sleeved blouses
Japan: symbols are very important Casual is never acceptable Minimal accessories and dress very conservatively
Middle East: Very conservative, very modest attire No jewelry, baggy concealment is the ultimate goal
13-2929
International business practices are constantly evolving/changing
Don’t judge culture Move slowly and softly
Ask, listen, observe No culture is more or less valuable or efficient than
any other Understand your own cultural framework Be interested – study the cultures you work with Seek out and talk to people from other
backgrounds Enhance understanding of multiple perspectives Be brave and have fun!
So… what should I do??