商务沟通之跨文化沟通

跨文化沟通,Chaptersixteen,TechniquesofCross-CulturalCommunication跨文化沟通技巧Uponcompletingthischapter,wewillbeabletodescribethemajorbarrierstocross-culturalCommunicationandhowtoovercomethem.完成本章后，我们将能够描述跨文化交际的主要障碍和如何克服这些障碍,Toreachthisgoal,youshouldbeableto,Explainwhycommunicatingclearlyacrosscultureisimportanttobusiness.解释为什么跨文化沟通对商业显然是非常重要Definecultureandexplainitseffectsoncross-culturalcommunication.定义文化和解释跨文化沟通的影响。Describeculturaldifferencesinbodypositionsandmovementsandusethisknowledgeeffectivelyincommunicating.描述了文化差异，身体姿势和动作,并使用这种知识的有效沟通。Describeculturaldifferencesinviewsandpracticesconcerningtime,space,odors,andsuchandusethisknowledgeeffectivelyincommunicating.描述了文化差异的看法和做法，关于时间，空间，和气味，并利用这一知识有效地沟通。Explainthelanguageequivalencyproblemasacauseofmiscommunication解释语言作为等价问题造成的沟通不畅.Describewhatonecandotoovercomethelanguageequivalencyproblem描述人可以做什么克服语言等价问题,Cross-CulturalCommunication,TointroduceyourselftothischapterassumethepositionofassistanttothepresidentofThatcher-StoneandCompany,asmallmanufacturerofcomputercomponents.Yourboss,gregariousoldVernon-Thatcher,invitedyoutojoinhimataluncheonwouldbeopened.BecauseThatcher-Stonesdomesticsalesbeenlagging,thecompanybadlyneedsthesecustomers.TheAsianguestsenteredtheroom,bowingasintroductionsweremade.Mr.Thatcherattemptedtoputthematease.“Noneedtodothat,”hesaid.“ImjustplainVernonThatcher.Justrelaxandmakeyourselfathome.”YounoticedthattheAsiansappearedbewildered.TheyappearedevenmorebewilderedwhenearlyinthemeetingMr.Thatchermadethisstatement:“Weveonlygotthelunchhour,gents.Iknowyoullappreciategettingrightdowntobusiness.”ThroughoutthemeetingMr.Thatcherwasinhisbestconversationalmood-laughing,backslapping,tellingjokes.Butnoneofthisseemedtomakeanimpressionontheguests.Theyseemedconfusedtoyou.Theysmiledandwereextremelypolite,buttheyseemedtounderstandlittleofwhatMr.Thatcherwassaying.Althoughhetriedagainandagaintomovetobusinesstalk,theydidnotrespond.Themeetingendedpleasantly,butwithoutasale.“Theyreastrangepeople,”Mr.Thatchercommentedwhenhegotbacktohisoffice.“Theyhavealottolearnaboutdoingbusiness.Itdoesntlooktheyregoingtodealwithus,doesit?”Mr.Thatcherwasrightinhislastcomment.Theydidnot.Asyoureviewthemeeting.YoucannothelpbutfeelthatMr.Thatcherspoiledthedeal,forhefailedmiserablyincommunicatingwiththeAsians.Thefactisthatthereismuchtoknowaboutcommunicatingincross-culturalsettings.,1.Businesshasbecomemoreglobal,Technologicaladvancesincommunication,travel,andtransportationhavebusinessincreasinglyglobal.Thistrendisexpectedtocontinueintheforeseeablefuture.Thus,thechancesaregoodthatyouwillhavetocommunicatewithpeoplefromothercultures.技术进步，通信，旅游，和运输业务日益全球化。预计这一趋势将继续在可预见的未来。因此，这是一个你与不同文化的人交流的好机会。,Communicateclearlywithotherculturesforseveralreasons与其他文化的沟通有以下几个原因,Aprimaryreasonisthatbusinessesselltheirproductsandservicesbothdomesticallyandinternationally一个主要的原因是，企业销售他们的产品和服务在国内和国际Anotherreasonisthatinadditiontobeingamoreeffectiveworker,youwillbemoreefficientbothwithinandoutsideyourcompany另一个原因是，除了是一个更有效的的工作者外，你将在公司的内部和外部更有效率Afinalreasonisthatyourattentiontocommunicatingclearlywiththosefromothercultureswillenrichyourbusinessandpersonallife最后一个原因是，你关注同来自其他文化的的交流，这将丰富你的商业和个人的生活,Cross-culturalcommunicationinvolvesunderstandingculturaldifferenceandovercominglanguageproblems跨文化沟通的通信需要了解文化差异，克服语言问题,SomeCultureDefinitions:1.Peoplelearntothink,feel,believe,andactastheydobecauseofthemessagesthathavebeencommunicatedtothem,andthosemessagesallbearthestampofculture.,2.Cultureisthecomplexwholewhichincludesbelief,art,morals,law,custom,andanyothercapabilitiesandhabitsacquiredbymanasamemberofsociety.(EdwardTylor),Whatfourcomponentscompriseaculture?values价值观beliefs信念behaviors行为Norms规范,CharacteristicsofCulture,Cultureislearned学问Cultureisunconscious潜意识Cultureisshared分享Cultureisintegrated集合CultureisSymbolic象征CultureisawayoflifeCultureisDynamic（动态的）CultureisRelative相对的,Cross-culturalValues,Freedom自由Independence独立Self-reliance自立Equality平等Individualism个人主义Competition竞争Efficiency有效Time准时Directness率直Openness心胸宽大,BelongingGroupharmonyCollectivenessAge/seniorityGroupconsciousnessCooperation合作Quality质量Patience耐心Indirectness直接,Americans,Japanese,Culturaldifferencesinbodypositions,Challengingnormsofsociety,challengingauthority,expressingfreespeech.doyouknowsomeCulturaldifferencesinbodypositions?,ViewsandPracticesConcerningFactorsofHumanRelationships,sevenmajorfactor,time,space,odors,frankness,intimacyofrelationship,values,expressionofemotions,AClassicDefenseofCulturalDifference,Theclassic“uglyAmericanwastravelingafarawayland.Hehadbeencriticalofmuchofwhatheexperiencedthefood,thehotels,thecostomsingeneral.Onedayhecameupafuneral.heobservedthatthemournersplacedfoodonthegrave-andleftitthere.Whatastupidpractice!“heexclaimedtohisnativehost!Doyourpeopleactuallythinkthatthedeadpersonwilleatthefood?Atthispoint,thehosthadtakenalltheinsultsforoneday.Sohereplied,Ourdeadwilleatthefoodassoonasyourdeadsmelltheflowersyouplaceontheirgrave.,Time,Inourculture,peopletendtobemonochroic.Insomeotherculture,peoplearepolychronic,viewingtimeinamorerelaxedway.,Space,Peoplefromdifferentculturesoftenvaryintheirattitudestowardspace.Evenpeoplefromthesameculturemayhavedifferentspacepreferences.,Odors,Peoplefromdifferentculturesmayhavedifferentattituidestowarddodyodors.,Frankness,High-contextculturesaremorefrankandexplicitthanlow-contextcultures.,EG:NorthAmericans,GermansandIsraelis,IntimacyofRelationships,Inmanycultures,strictsocialclassesexist,andclassstatusdetermineshowintimatelypeopleareaddressedandtreatedincommunication.Howpeopleviewsuperior-subordinaterelationscanvarybyculture.Theroleofwomenvarieswidelybyculture.,Values,Eachculturehasdifferentvaluesconcerningsuchmattersasattitudetowardwork.Employee-employerrelations.Howemployersviewauthorityisyetanotherquestionthatculturesviewdifferently.,ExpressionofEmotions,Socialbehaviorvariesbyculture,suchaspracticesconcerningaffection,langhter,andemotion.Includeisthedegreeofanimationdisplayed.Manymoresuchpracticesexist.Wemustrecognizethem,lookforthem,andunderstandthem.,EffectonCommunicationTechniques,Culturedifferencesaffectcommunication.Ourcommunicationtechniquesarenotuniversallyacceptable.TheIndiansandeventheBritishhavepracticesdifferentfromours.Youmustmodifyyourcommunicationstofitthecultureofyourrecipient.,Explainthelanguageequivalencyproblemasacauseofmiscommunication(语言等价问题是引起误解的一个原因),Communicationproblemsarecausedbytheexistenceofmanylanguages交流问题是由存在多种语言造成的thepeopleonearthusemorethan3000languages.Becausefewofuscanlearnmorethanoneortwootherlanguageswell,problemsofmiscommunicationareboundtooccurininternationalcommunication.,Widedifferencesamongamonglanguagesmakepreciselyequivalenttranslationsdifficult.语言之间的广泛差异使精确等效翻译困难Onereasonis：languagesarebasedontheconcepts,experiences,views,andsuchoftheculturesthatdevelopedthem.Forexample:however,Italianshavenearly500wordsfortypesofpasta(面食).,Anotherexplanationis:Grammerandsyntax(语法、语句)differencesaddtothedifficulty.Notalllanguagesdealwithverb（动词）,mood(语气),voice（语态）,andtense（时态）eventhebesttranslatorsoftencannotfindliteralequivalents(字面等值)betweenlanguagesAddingtotheproblemsis:Themultiplemeaningsofword(多重意义的词)Run“:tomovefast;tocompeteforoffice;ascoreinbaseball;abreakinastocking;afadingofcolorsandmanymoreTheOxfordEnglishDictionaryusesover15,000wordstodifinewhat,Certainofourexpressionsdontmeanwhattheirdictionaryandgrammaticalstructuressaytheymean.我们的某些表达方式并不意味着他们的字典和语法结构，去说他们的意思“Businesscouldntbebetter”WecouldneverbetoonicetoourcustomersEvenwordswiththesamemeaningcandifferinusagebyculture.即使意思相同的单词也可以用于不同的文化。YES,chineseyesmaybeunderstoodinEnglishastheopposite.American-IseeyoudontagreewiththisclauseChinese-yes,meaningYes,youarerightIdontagreewiththeclause(条款),overcomeByknowinglanguageswellandbyquestioning,awarethattranslationproblemsexisttoaskquestionstoprobetodeterminewhattheotherpersonunderstand,Cross-culturalcommunicationinvolvesunderstandingculturaldifferenceandovercominglanguageproblems跨文化沟通的通信需要了解文化差异，克服语言问题,AGENERALSUGGESTIONFORCOMMUNICATINGACROSSCULTURES关于跨文化沟通的一些建议,InadditiontothespecificsuggestionsforimprovingyourcommunicationinEnglishwithnonnativeEnglishspeakers,youshouldfollowonegeneralsuggestion:Writeortalksimplyandclearly.,简单而清楚地写或谈语速缓慢，阐述每个字,（1）.RememberthatbecausemostnonnativespeakerslearnedEnglishinschool,theyareacquaintedmainlywithprimarydictionarymeaningsandarenotlikelytounderstandslangwordsorshadesofdifferenceinthemeaningswegivewords.,大多数外国人在学校学习英语，不容易理解我们具体某句话中词汇的含义，更不容易理解俚语。,Theywillunderstandyoubetterifyouavoidthesepitfalls.Inthewordsoftwohighlyregardedscholarsinthefield,youshould“educateyourselfintheuseofSimplifiedEnglish.”,避免以上的错误，尽量用简单的英语与初学者交流,（2）Youalsowillcommunicatebetterifyoucarefullywordyourquestions.,避免提出“双问题”避免回答“是否”的问题避免提出“负面问题”使用开放性的问题,careful,1Besureyourquestionsarenotdoublequestions.2avoidtheyes/noquestionthatsomeculturesmayhavedifficultyansweringdirectly.3avoidnegativequestions4Usemoreopen-endedquestions,Be,Doyouwanttogotodinnernoworwaituntilaftertherushhourisover?()Arentyougoingtodinner?()Whenshouldyouliketogotodinner?(),(3)trytocheckandclarifyyourcommunicationthroughcontinuousconfirmation.试着不断检查和阐明你的沟通方式。,Summarizinginwritingalsoisagoodidea,andtodaystechnologyenablespartiestodothisonthespot.Itallowsyoutobecertainyouhaveconveyedyourmessageandreceivedtheirsaccurately.,书面总结是一个好主意，也是在今天的技术水平下很容易做到的。这可以使我们准确地传达和收到信息而不至于造成误解。,即使同根同源的英美文化，语言也有所不同,Example:,abillion1000000000100000000000(U.S.A)(U.K),Continuallycheckingformeaningandusingwrittensummariescanhelpensuretheaccuracyofthecommunicationprocess.,不断检查含义和使用书面摘要可确保沟通中的准确性。,1.Explainwhycommunicatingclearlyacrosscultureisimportanttobusiness解释为什么跨文化苟同在商务活动中是重要的,businessarebecomingincreasinglyglobalintheiroperations。务正变得日益全球化的业务。beingabletocommunicateacrossculturesisnecessaryintheseoperations。能够跨文化交际是必要的，这些行动specifically,ithelpsingainingadditionalbusiness,inhiringgoodpeople具体来说，它有助于获得更多的业务，雇用的人,2.Definecultureandexplainitseffectsoncrossculturecommunication跨文化沟通的定义和解释,culturemaybedefinedas“thewayoflifeofagroupofapeople”文化可以定义为：一群人的生活方式Culturesdiffer文化差异Peopletendtoviewthepracticesoftheircultureastheircultureasrightandthoseofotherculturesaspeculiarorwrong.人们往往认为他们的文化中的一些做法是正确的，而其他人的文化中的一些做法是奇怪的或是错误的Theseviewscausemiscommunication.这些意见引起误解。,3.describeculturedifferencesbodypositionsandmovementsandusethisknowledgeeffectivelyincommunicating描述文化差异的身体姿势和动作和使用这种知识的有效沟通,Variationsinhowpeopleofdifferentculturesusebodypositionsandbodymovementsisacauseofmiscommunication不同的身体语言和动作是如何在不同的文化间引起误解的Howpeoplewalk,gesturesmileandsuchvariesfromculturetoculture不同文化间，人们是如何走路，微笑有如何的不同Whenpeoplefromdifferentcultureattempttocommunicate,eachmaynotunderstandtheothersbodymovements当不同种群的人们努力的进行文化交流的时候，你可能并不了解对方的身体语言,4.Describeculturedifferencesinviewsandpracticesconcerningtimespace,ordersandsuchandusethisknowledgeeffectivelyincommunicating,peopleindifferentculturesdifferintheirwaysofrelatingtopeople不同文化种群的人和别人联系的方式也不一样Specially,theydifferintheirpracticesandthinkingconcerningtime,space,odorsfrankness,relati