Business communication developing leaders for a network world 2nd CHAPTER 4

Communicating across
Cultures

Chapter 4

© 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website,
in whole or part.


Importance of
Intercultural Skills

2


The Importance of Intercultural Communication
Global Markets
Global Connectivity
Intercultural Workforce

3


Intercultural Communication Matters
Global
Markets

Mergers, acquisitions, and buyouts stir growth
beyond national boundaries.
American companies in global markets must adapt to
other cultures.

New trade agreements, declining domestic markets,
and middle-class growth drive global markets.

4


Intercultural Communication Matters

Advances in logistics and transportation reduce
distances.

Global
Connectivity

Information technology has changed they way we do
business.
The Internet permits instant communication across
time zones and continents.

5


Intercultural Communication Matters
Immigration makes intercultural communication
increasingly necessary.
Business communicators must learn to adapt to an
intercultural workforce.
Multinational companies and diversity at home
require culturally savvy workers.

Intercultural Workforce

6


Developing Cultural Intelligence

Culture
includes the shared values, norms, rules, and behaviors of an identifiable group of
people who share a common history and communication system.
national, organizational, team

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Developing Cultural Intelligence

Cultural intelligence (CQ)
a measure of your ability to work with and adapt to members of other cultures.

© 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website,
in whole or part.

4-8


Cultural Intelligence
in the Workplace

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Respect, Recognize, and Appreciate Cultural Differences

Cultural intelligence is built on attitudes of respect and recognition of other
cultures.

This means that you view other cultures as holding legitimate and valid views of
and approaches to managing business and workplace relationships.

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Be Curious about Other Cultures

Study abroad
Learn a language
Develop friendships with international students on your campus
Take an interest in culture and routinely learn about it

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Take an Interest in a Culture and Routinely Learn About It

 Watch films, television, documentaries, news, and other video of the culture
 Follow the business culture of a country
 Take courses and attend events related to particular cultures
 Make friends with people who live in other cultures and communicate online

4-12


Avoid Inappropriate Stereotypes

Projected cognitive similarity

Outgroup homogeneity effect

the tendency to assume others have

the tendency to think members of

the same norms and values as your

other groups are all the same.

own cultural group.

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Bridging the Gap Between Cultures
Practice
Tolerance
Open-mindedness
Empathy

See the world through another’s eyes

Adjust Your Conceptions of Time

People high in CQ show patience
They understand that most tasks take longer when working across cultures
because more time is needed to understand one another and cooperate
effectively

© 2016 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website,
in whole or part.

4-15


Manage Language Differences

Avoid quickly judging that others have limited communication proficiency

Articulate clearly and slow down
Avoid slang and jargon

Give others time to express themselves

Use interpreters as necessary
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Improving Intercultural Communication

Ora

l
Me
ssa
ges

Learn foreign phrases.

Check frequently for comprehension.

Use simple English.

Accept blame.

Speak slowly and enunciate clearly.

Listen without interrupting.

Observe eye messages.

Smile when appropriate.

Encourage accurate feedback.

Follow up in writing.

17


Bridging the Gap: Saving Face

Respect the image a person holds in his or
her social network.

In high-context cultures opt for indirectness
to help preserve harmony.

18


Bridging the Gap: Patience
Be patient

Recognize the effort non-native speakers

Wait and listen
Embrace silence

are making

19


Improving Intercultural Communication

Wr
ite
n
Me
ssa
ges

Consider local formats.

Strive for clarity.

Observe titles and rank.

Use correct grammar.

Use short sentences and short paragraphs.

Cite numbers carefully.

Avoid ambiguous expressions.

Accommodate reader in organization, tone, and
style.

20


Cultural Contrasts in Written Business Communication

American
Cultural Objectives

Provide information

Japanese
Seek information, offer

Arab
Exchange information

proposal

Opening

State objective directly

Offer thanks, apologize

Issue personal greeting

Body

Present facts and plans of

Pose questions, solicit

Provide back-ground data,

action, direct approach

information

use indirect approach

21

Cultural Contrasts in Written Business Communication

American

Japanese

Arab

Persuasion tools

Immediate gain or loss of
opportunity

Waiting

Personal connection,
future opportunity

Style

Urgency, short sentences

Modesty, minimize
position

Elaborate expression

Closing

Affirmative, specific
requests

Maintain harmony,
future relationship

Future relationship,
personal greeting

Efficiency, directness,

Politeness, indirectness,

Status, continuation,

action

relationship

recognition

Cultural values

22


Making Ethical Decisions Across Borders

Broaden your view of other cultures.

Resist lawful but unethical strategies.

Avoid reflex judgments.
Find alternatives.
Refuse business if options violate your basic values.
Conduct all business openly.
Don’t rationalize shady decisions.

23


Individualism and Collectivism

Individualism
a mind-set that prioritizes
independence more highly than interdependence,

Figure 4.2



Click to edit Master text styles
Second level
Third level
Fourth level
Fifth l

emphasizing
individual goals over group goals,
and valuing choice more than

obligation

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Individualism and Collectivism
Figure 4.3

Collectivism
a mind-set that prioritizes interdependence more highly
than independence, emphasizing group goals over
individual goals, and valuing obligation more than choice

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