cross-cultural businesscommunication.doc

Cross-cultural Business Communication (11 May 2012)_Cross-cultural Business CommunicationContents: Culture & Communication & Cross-cultural Communication : Language and Culture: Verbal Communication : Nonverbal Communication : Communication Styles: Value and Communication : Intercultural Negotiation . Culture & Communication & Cross-cultural Communication 1.1 Definition of culture Which of the following is divided into the areas of culture? knowledge, experience, beliefs, values, attitudes, meanings, hierarchies, religions, notions of time, roles, spatial relations, concepts of the universe, technologies, classrooms, buildings, apparel, romance etc. 1.2 Definition of communication Different translations: Communication Engineering PsychologyManagementJournalismLinguistics1.3 Cross-cultural communication Discussion:If you were being honored by a university in the eastern United States, You had just made the 21-hour flight from Beijing and you were met by some friends who exclaimed, “You must be tired!” How would you respond?A western traveler to Beijing gets off the plane after 24 hours of continuous travel, and for the comment “You must be tired!”, how would the traveler reply? . Language and CultureLanguage mirrors cultureReflection of the same associative meaning:e.g. sly as a foxbusy as a beea ducks eggA bird in the hand is worth two in the bush. Reflection of the different associative meaning:e.g. a lucky dogEvery dog has his day.Love me, love my dog. He worked like a dog. Reflection of the values e.g. aggressiveambitious privacyHippiePunk“Face”Case 1: When the salesperson of General Motors promoted the latest model Chevrolet Nova in Puerto Rico, there was not the expected attention to this model. Eventually, the salesperson was informed that in Spanish “Nova” meant “immobile”. Of course it is not an ideal name for an automobile. Accordingly, “Nova” was changed into “Caribe”. Case 2:White Elephant instant noodle . Verbal Communication Language helps in communicating with people from different backgrounds. However, we may be less aware that cultural literacy is necessary in order to understand the language being used. If we select language without being aware of the cultural implications, we may at best not communicate well and at worse send the wrong message. By Beamer,L. and Varner Lead-in Do you think Bs response is appropriate? A: Thank you so much for what you have done for me and I really appreciate your kindness. B: This is my duty to do so. -GREETINGS (After work) POOR: General Manager: You must be tired. Foreign employee: No, Im fine. BETTER: General Manager: How do you like your work? /Did you enjoy your work? Foreign employee: I like my work very much. / I enjoy it very much. -COMPLIMENTS l Appearance ： You have a beautiful smile. Your hairstyle looks nice.l Characters: You have a good sense of humor. You have got a great personality.l Abilities: You have done a good job. You did a good presentation. l Shopping: Your car is nice. I like your jacket.l Things done： The dinner is great. I love this dish. l Family members: Your wife is beautiful. Your kid is cute. -INVITATION l Identify the features of American formal invitation I would like to invite you over for my birth party at my house invitation content place at 8 this Friday evening. Can you come? time asking for reply l Formal Invitation: Deena: Jim, are you and Claudine free on Saturday night? Wed like to have you over for dinner. Jim: Yes, I think were free. That sounds nice. Deena: If you can, lets make it for 8:00 p.m. after the kids are asleep. Jim: Good idea. See you then.l Ambiguous Invitation: A: Listen, I have a lot to talk to you about. I think we should try to have lunch together sometime soon. B: Okay. A: Ill call you. B: Sounds good. Case1: Situation: Jonathan is a teacher in an adult school class in the United States. After class, he is speaking to Ann, one of his students.Jonathan: Ann, your English is improving. I am pleased with your work.Ann: (Looking down) Oh, no, my English is not very good. Jonathan: Why do you say that, Ann? Youre doing very well in class. Ann: No, I am not a good student. Jonathan: Ann, youre making progress in this class. You should be proud of your English. Ann: No, its not true. You are a good teacher, but I am not a good student. Jonathan: (He is surprised by her response and wonders why she thinks her English is so bad. He doesnt know that to say and wonders if he should stop giving her compliments.) Discussion: If your foreign boss gives your compliments for your good performance, how would you respond? . Nonverbal Communication Could you recognize the postures and gestures? Case Study (Visa application interviews)Part 1 Interviewer: You should look at me when you are speaking and could you speak louder? I cant hear you (in a commanding tone). How do you plan to pay for your tuition beyond your first year?Interviewee: My uncle is going to be responsible (looking down).Interviewer: Which is which? Your uncle or your father (in an accusatory manner)? You indicated earlier that your father is going to be paying your way (indicative of believability problem). Part 2Interviewer: Id like you to look at me when you speak (simple assertion).Interviewee: OK, sir, Ill try (he adjusted his behavior accordingly). Interviewer: Who is responsible for paying your tuition?Interviewee: My uncle, Mr. White.Interviewer: So your uncle will be paying for your tuition throughout your stay abroad. Interviewee: Yes, sir. There (pointing to a document in the interviewers hand) is the affidavit from him. Interviewer: What a nice uncle you must have-.Discussion: 1. List some parts from Part 1 that might lead to the interviewers suspicion of the interviewee. 2. Are there any cultural explanations for these nonverbal messages?3. What can we learn from these scenarios and what should we do in visa interviews? . Communication Styles5.1 Lead-in Role-play: Participant A is talking to Participant B, in order to borrow some money from B.5.2 High & Low context High context (HC) communication or message is one in which most of the information is already in the person, while very little is in the coded, explicit, transmitted part of the message. China, Japan, Korea and Mexico are HC. Low context (LC) communication is just the opposite. America, Canada, Germany and Australia are LC. 5.3 FeaturesLow-contextBased on “I” Linear logic thinking Explicit, direct and unambiguous verbal communication Based on “individual” Language is the basis of understanding Understanding is based on “speaker” High-contextBased on “we”Spiral logic thinking Implicit, indirect and vague verbal communication Based on “position, social status”Context is the basis of understanding Understanding is based on “listener”5.4 Self-test Could you recognize the following features of communication?ChineseThey understand or convey meanings indirectly. They use vague terms and double negatives; even criticism is indirect. Harmony is very important. During negotiations, the Chinese state their position in such a way that seems repetitious. They do not change their point of view without discussing it with the group. They speak humbly and speak negatively of their supposedly meager skills and those of their subordinates and their families. Japanese They converse without responding to what the other person says. Emphasis is on nonverbal communication so they do not listen. They prefer less talkative persons and value silence. They prefer as few words as possible. They make excuses at the beginning of a talk for what they are about to say. They do not want apologies for what was already said. The word “yes” has many different meanings. German In the German language, the verb often comes at the end of the sentence. In oral communication, Germans do not immediately get to the point. Germans are honest and direct; they stick to the facts. They are low-context people; everything is spelled out. Germans usually do not use first names unless they are close friends. They do not engage in small talk; their conversations are serious on a wide variety of topics. Avoid conversations related to their private life. 5.5 Chinese ways of communication Discussion: What are the Chinese ways of communication? If you would like to talk to a partner for business, what are the effective ways to communicate? How to interpret “I will try my best.”Maybe; Probably; I guess; It is said that -5.6 Case Discussion 1. conversation between two Americans 2. conversation between two Chinese 3. conversation between a Chinese and an American Scene 1A: Were going to New Orleans this weekend.B: What fun! I wish we were going with you. How long are you going to be there? (If she wants a ride, she will ask.)A: Three days. By the way, we may need a ride to the airport. Do you think you can take us?B: Sure. What time?A: 10:30 P.M. this coming Saturday.Scene 2A: Were going to New Orleans this weekend.B: What fun! I wish we were going with you. How long are you going to be there?A: Three days. (I hope shell offer me a ride to the airport.) B: (She may want me to give her a ride.) Do you need a ride to the airport? Ill take you. A: Are you sure its not too much trouble?B: Its no trouble at all. Scene 3 A: Were going to New Orleans this weekend.B: What fun! I wish we were going with you. How long are you going to be there?A: Three days. (I hope shell offer me a ride to the airport.)B: (if she wants a ride, shell ask me.) Have a great time. A: (If she wanted to give me a ride, she would have offered it. Id better ask somebody else.) Thanks. Ill see you when I get back. : Value and Communication Hofstedes Four Cultural Dimensions6.1 Individualism & Collectivism6.2 Power Distance (High Power & Low Power)6.3Uncertainty Avoidance (High Avoidance & Low Avoidance)6.4 Masculinity & Femininity6.1 Individualism & Collectivismthe degree that people prefer to act as individuals or a group. FeaturesCollectivismGroups goalBased on “we”Considering others feelingsEmphasis on processGroups harmonyHow to do Avoid conflicts Family relationship between employer and employees Groups credit Most Asian and Central American countriesIndividualismIndividual goal Based on “I” Not considering others feelings Emphasis on goals Personal characters How to learn Solve conflicts Contractual relationship between employer and employees Personal achievement Great Britain, Australia Italy, Germany, France, U.S.6.2 Power Distance (High Power & Low Power)the extent to which the less powerful members of organizations and institutions (like the family) accept and expect that power is distributed unequally. FeaturesLow PowerEmphasis on equality Emphasis on personal creditNeglecting power and positionDecentralization of powerEqual conversationEmphasis on informal relationshipPositive employeesPersonal failure/successGreat Britain, Germany, Finland, Norway, U.SHigh PowerEmphasis on power distanceEmphasis on age、experience、positionRespecting power and status Concentration of power Unequal conversation Emphasis on formal relationship Passive employees Groups failure/success Brazil, China, India, France, Mexico, Arab countries.6.3Uncertainty Avoidance (High Avoidance & Low Avoidance)the extent to which members are comfortable with uncertaintyFeaturesLow AvoidanceUncertainty is easily accepted. Conflicts and competition are constructive. Different views are acceptable. Encouraging risksTolerance of failure Achievement stimulates people Rivals possibly become friends. Great Britain, Hong Kong, Ireland, Canada, U.S., IndiaHigh AvoidanceUncertainty is threat Conflicts and competition increase aggressiveness.UnityPursuing stability Avoiding failureStability stimulates people.Rivals never become friends.Belgium, Japan, France, South Korea, Italy6.4 Masculinity & Femininity“Masculine” or “Feminine” feelings dominate.FeaturesFemininityWork for life Mediating、compromising settlement of disputes.Dependent Sympathy for the unfortunate East Africa, Thailand, Norway, SwedenMasculinityLife for work Positive、direct settlement of disputes Independent Envy the successful Japan, Mexico, Italy, Germany, U.S.6.5 Case Study Alan Richardon was assigned to head up the relatively new marketing treatment of his companys off-shore office in China. He was very excited about this career opportunity and the chance to use his fluent Chinese. His overall responsibility was to increase marketings visibility and role and bring new personnel on as well. With increasing competition in china, U.S. headquarters communicated to Alan that he was to bring the department in line with those in other international offices. Alan called his first meeting in his office on Friday afternoon with the men who had been handling markets and working with all support staff. After everyone arrived, he greeted them briefly and promptly began the meeting. The first item on his agenda was to ask for suggestions as to how they might increase sales by using promotional campaigns. After a short discussion, he then proposed that the two primary marketing researchers, Eduardo and Miguel, look into a marketing research system, thinking that whoever proved to be the better researcher would be promoted to manager. He concluded the meeting by thanking them for their time and saying that the group would meet again next week to share information. The group sat silently until Alan said in his fluent Chinese that he had been speaking all day. “Thats all for now, guys. Have a good weekend.” Next week at the follow-up meeting, he was surprised to find that no one in the group had anything to suggest or report on. Do you understand “WHY”? : Intercultural Negotiation 7.1 Lead-in1. A group of U.S. businessmen are visiting China and are exploring the possibility of building a factory in China. While the Chinese are showing them sites, the U.S. people ask the level of the available water pressure. The Chinese are perplexed and ask why. The U.S. people say because they need to be sure the water pressure is sufficient to fight fires for insurance purposes. The Chinese answer that they have sufficient water pressure but want to know why the U.S. people are speaking of bad luck before they begin the project because that will assure bad luck. Differences in perception will lead to failures in negotiations. What one culture sees as planning and necessary, another culture may perceive differently. What will you perceive in this situation? 2. Negotiators from the United States are by nature very individualistic; their attitude on making a decision on export would be “anything is permitted unless it is restricted by the state”. In another culture the attitude might be “nothing is permitted unless it is initiated by the state”. Do you understand why? 7.2 Typical characteristics of American negotiators “I can go it alone”. Many U.S. executives seem to believe they can handle any negotiating situation by themselves, and they are outnumbered in most negotiating situation. “Just call me John”. Americans value informality and equality in human relations. They try to make people feel comfortable by playing down status distinctions. “Pardon my French”. Americans arent very talented at speaking foreign languages. “check with home office”. American negotiators get upset when halfway through a negotiation the other side says, “Ill have to check with the home office”. The implication is that the decision makers are not present. “get to the point”. Americans dont like to beat around the bush and want to get the heart of the matter quickly. “Lay your cards on the table”. Americans expect honest information at the bargaining table. “Dont just sit there, speak up”. Americans dont deal well with silence during negotiations. “Dont say no for an answer”. Persistence is highly valued by Americans and is part of the deeply ingrained c