商务与管理沟通（英文版 原书第12版）课件 Ch06 Communicating across Cultures

Chapter6CommunicatingacrossCulturesLearningObjectives6-1 Whyhavingculturalawarenessandavoidingstereotypesisimportant.6-2 Whyglobalagilityinbusinessisimportant.6-3 Whydiversityisimportant.6-4 Howourvaluesandbeliefsaffectourresponsestootherpeople.LearningObjectives(continued)6-5 HowtheglobaluseofEnglishaffectsbusinesscommunication.6-6 Howtousenonverbalcommunicationacrosscultures.6-7 Howtoensureyourwrittencommunicationmeetstheneedsofglobalaudiences.CulturalAwarenessCultureAsharedsetofattitudes,beliefs,behaviors,andcustomspassedonandlearnedbymembersofacommunityCultureinfluencesthewayswe:ActSpeakThinkPerceiveappearanceandbehaviorofothersEveryoneIsShapedbyCultureSuccessfulcommunicationbeginswiththeassumptionthatnoonecultureisbetterthantheotherASuccessfulInterculturalCommunicator1of2

1Awareofthevalues,beliefs,languages,andpracticesinownculture2Sensitivetodifferencesamongindividualswithinownculture3Awareofthevalues,beliefs,languages,andpracticesinothercultures4Awarethatpreferredvaluesandbehaviorsarenotnecessarilybetteror“right”ASuccessfulInterculturalCommunicator2of2

5Interestedintheculturesofothersandwillingtoaskquestionsaboutpreferencesandbehaviors6Flexibleandopentoadaptingsomeofownpreferencesandbehaviors7AwarethatEnglish,asthemostcommonlanguageforbusinesscommunication,isnotthefirstlanguageofthevastmajorityofEnglishspeakersworldwideInterculturalCompetenceInterculturalcompetence:setofcognitive,affective,andbehavioralskillsandcharacteristicsthatsupporteffectiveandappropriateinteractioninavarietyofculturalcontextsEthnocentrism:assumingone’sowncultureisthenormwhilejudgingdifferentapproachesandbehaviorsasnonstandardCaution Whenpushedtoofar,thedifferencescanturnintostereotypes,whichcanbejustasdamagingasignoranceGlobalAgilityGlobalagilityisnotaboutmemorizinglistsofdo’sanddon’tsGlobalagilityislearningaboutownculturalsensitivitiesandpreferences,andthendevelopingawillingnesstorelaxcustomaryprocedurestoallowfornewwaysofinteractingUnderstandtheInfluenceofCultureCompaniesaresuccessfulwhentheyadapttolocalcultureSource:AdaptedfromJusttheFlight(2016).“BrandswithDifferentNamesAroundtheWorld,https://www.justtheflight.co.uk/blog/28-brands-with-different-names-around-the-world.htmlJumptolongimagedescriptionOutsourcingandOffshoringOutsourcing:sendingcorporateworktoothercompaniesOffshoring:openingwholeoperationalfacilitiesinothercountriesMostMajorBusinessesAreGlobal McDonald’searns43%ofoperatingincomeinternationally3Moperatesin70+countries;65%salesinternationallyUnileversellsin190+countriesWalmart’sinternationalsalesare$125billionDiversityinNorthAmericaThepasttwodecadeshaveseenagrowingemphasisondiversity,whichcomesfrommanysourcesGenderRaceandethnicityRegionalandnationoriginSocialclassReligionAgeSexualorientationPhysicalabilityBeyondStereotypesLearningaboutdifferentculturesisimportantforunderstandingdifferentkindsofpeopleweworkwithHowever,youshould:TreatpeopleasindividualsandnotrepresentativeofaculturegroupLookatindividuals’qualifications,knowledge,qualities,andexperiencesDiversityEmbracingdiversitydoesnotmeanpretendingtobecolorblind,nordoesitmeanthatculturalfactorshavenobearingonhowwethinkorfeelEmbracingdiversitymeansacknowledgingdifferenceinexperiencewithoutjudgingthevalueormeritofindividualswhohavedifferentbackgroundsPatternsofAcceptableBehaviorMaynotbeawareofbasicfeaturesinowncultureuntilcomingintocontactwithpeoplewhodothingsdifferentlyInIndia,childrenmightbeexpectedtotouchthebarefeetofelderstoshowrespect,butintheUnitedStates,suchtouchingwouldbeinappropriateCrossingalegwhensittingmayseemnaturaltomostWesterners,butinmanycultures,raisingafoottowardanotherisextremelyrudeWaystoLookatCultureHigh-contextcultures:Mostinformationisinferredfromsocialrelationshipsandthecontext;littleisexplicitlyconveyedChinese,Japanese,Arabic,andLatinAmericanculturesLow-contextcultures:Contextislessimportant;mostinformationisexplicitlyspelledoutGerman,Scandinavian,andNorthAmericanculturesHigh-andLow-ContextCulturesHigh-andlow-contextculturesvalueoralandwrittencommunicationdifferentlyandhavedifferentattitudestowarddirectnessandindirectnessJumptolongimagedescriptionHofstede’sFiveDimensionsPower/inequalityIndividualism/collectivismMasculinity/femininityUncertainty/avoidanceLong-term/short-termorientationIntersectionofCulturesDiversityinbusinesscommunicationisinfluencedbyorganizationalcultureandpersonalculture,suchasgender,raceandethnicity,socialclass,andsoforthValues,Beliefs,andPracticesValues,oftenunconsciouslyformedwithinourculturalexperience,affectourresponsetopeopleandsituationsBeliefsystemsandtraditionsaffectbusinesscommunicationandbusinesslifeEverydaypracticesdifferfromculturetocultureCommonBusinessPracticesDifferJumptolongimagedescriptionSource:AdaptedfromCTBusinessTravel(2015).“BusinessEtiquetteAroundtheWorld,”http://www.ctbusinesstravel.co.uk/news/blog/business-etiquette-around-the-world/GlobalEnglishEnglishhastransformedfromanationallanguagetoalinguafranca—acommonlanguageusedamongspeakersofotherlanguagesEnglishhasavarietyofpossibleusages,dialects,accents,andvocabularyAWorldofLanguagesTheworld’slanguagesintermsofthenumberofpeoplewhospeakthemasanativelanguageJumptolongimagedescriptionSource:AdaptedfromSouthChinaMorningPost(2015).“AWorldofLanguages—andHowManySpeakThem,”/infographics/article/1810040/infographic-world-languagesAvoidBeing“TheUglyAmerican”1Learnsomelanguagebasics2Learnaboutthecultureandhistory3LearnbasicsoforalconversationEnglishIsBecomingtheCommonLanguageInternationalcompanieswithEnglishlanguagepolicy:AirbusDaimler-ChryslerNokiaAventisRenaultSamsungSAPTechnicolorMicrosoftinBeijingImplementingsafetyproceduresandprecautionsatAngloAmericanPlatinum’sminesinSouthAfricameantofferingEnglishandAfrikaansclassesandencouragingallminers,whocomefromvariouscountriesandtribes,tolearnoneofthetwolanguagesVerbalandNonverbalCommunicationVerbalcommunicationprovidesinformationNonverbalcommunicationaddstheflavorofattitude,emphasis,andemotionBotharecriticaltosuccessfulcommunicationListeningReducelisteningerrorscausedbyculturalgapsandmisinterpretation:Paraphrasewhatspeakerhassaid,givingthemachancetocorrectyourunderstandingCheckyourunderstandingattheend,especiallywithactionitemsWritedownkeypointsthataffectdeadlinesorthewaystheworkwillbeevaluatedDon’tignoreinstructionsordetailsyouthinkareunnecessaryConsidertheotherperson’sbackgroundandexperiencesbutavoidapplyingstereotypesBodyLanguageJustasverballanguagesdiffer,bodylanguagediffersfromculturetocultureJapanesevaluetheabilitytositquietly—theymayseetheU.S.tendencytofidgetandshiftasalackofmentalorspiritualbalanceIntheMiddleEast,avoidpointingfingersatpeopleorshowingthesolesofthefeetwhenseatedBillGatesmadeinternationalnewswhenhegreetedthepresidentofSouthKoreabyshakingherhandwithonehandandkeepinghisotherhandinhispocket(asignofdisrespectinhercountry)EyeContactEyecontactnormsalsodifferfromculturetocultureMostNorthAmericansseeeyecontactasasignofattention—lackofeyecontactissuspectJapaneseshowrespectbyloweringtheireyeswhenspeakingtosuperiorsInsomeLatinAmericanandAfricancultures,itisdisrespectfulforlower-statuspeopletoprolongeyecontactwithsuperiorsInChina,wideningtheeyesshowsanger,butintheUnitedStates,itshowssurpriseFacialExpressionsAmericansfocusonthemouthwheninterpretingemotions,sosmilesareimportantJapanesefocusontheeyesThisdistinctionisapparentintheiremoticons:Americansuse:)forahappyfaceand:(forasadoneJapaneseuse^-^forahappyfaceand;_;forasadoneSmilingIsn’ttheSameEverywhereThemeaningofsmilingvariesacrossculturesInGermanyandSweden,smilingisreservedforcloserelationshipsandgenuinejoy—frequentsmilesinothersituationswouldseeminsincereInThailand,smilingcancreateharmonyandmakesituationspleasantMeaningofGesturesVaryWidelyInIndia,theraisedmiddlefingermeansyouneedtourinateInGreece,peoplenodtheirheadstosignifynoandshaketheirheadstosignifyyesTheVsignwithpalmfacinginwardisequivalenttogivingsomeonethefingerintheUnitedKingdom,Ireland,andAustraliaTheokaysignisobsceneinBrazilandGermanyPersonalSpacePersonalspace:thedistancepeoplewantbetweenthemselvesandothersCulturallyspecificCarefullyobservedistancebetweenpeopleinconversationPayattentiontocomfortcues,adjustdistanceasnecessaryNOTE:Donotusecrowdedelevators,buses,trains,orsmallconferenceroomstomeasurepreferredpersonalspaceTouchTheamountoftouchingvariesacrossculturesInU.S.,peopleshakehandswhentheymeet,butlittleothertouchingisappropriateInMexico,menembraceoneanother,andwomenkissoneanotherIncountriesalongtheMediterranean,hugsandshoulderpatsarecommonInsomeEuropeancountries,greetingsincludealightkissontherightcheekandthentheleft.InItaly,thispatternstopswithtwokisses;BelgiansmaycontinueforthreeandtheFrenchforfour.TimeNotallculturesseetimeinthesamewayMonochronicculturesfocusonclocktimePolychronicculturesfocusonrelationshipsVariousculturesmentallymeasuretimedifferentlyNorthAmericansmeasuretimeinfive-minuteblocks,whileinothercultures,itishalfanhourWritingReflectsCultureVariationsinwritingexistacrossculturesGermansappreciatetechnicaldataandscientificdetail,intolerantofclaimsthatseemlogicallyunsupportableMostculturesusemoreformalwritingthantheU.S.ResponsetimeexpectationsmayalsobemodifiedCommunicationsthatcrosscultureshavemultiplecomplexitiesWritingInternationallyStyle,structure,andstrategiesforwrittencommunicationstomotivateinU.S.needtobechangedforinternationalreadersJumptolongimagedescriptionSource:AdaptedfromFaridElashmawiandPhilipR.Harris,MulticulturalManagement2000:EssentialCulturalInsightsforGlobalBusinessSuccess(Houston:Gulf,1998),139.Whatquestionsdoyouhave?AppendixtoImageLongDescriptionsCopyright©McGraw-HillEducation.Allrightsreserved.NoreproductionordistributionwithoutthepriorwrittenconsentofMcGraw-HillEducation.AppendixtoUnderstandtheInfluenceofCultureUnitedStates:BigMacCanada:PoutineSpain:GazpachoDenmark:ChiliCheeseTopsGermany:BeerGreece:GreekMacArabcountries:McArabiaIndia:McCurryPanAsia:ChocolateandOrangePieKorea:DoubleDeluxeShrimpBurgerHongKong:Sausage‘nEggTwistyPastaMalaysia:BuburAyamMcDNewZealand:KiwiBurgerJumpbacktoslidecontainingoriginalimageAppendixtoHigh-andLow-ContextCulturesCharacteristicsofhigh-contextcultures:Preferredcommunicationstrategyisindirectness,politeness,andambiguity.Lowrelianceonwordsandhighrelianceonnonverbalsignstocommunicate.Relationshipsareofhighimportanceandwrittenwordisoflowimportance.Agreementsmadeinwritingarenonbindingwhileagreementsmadeorallyarebinding.Attentiontodetailisnotimportant.Characteristicsoflow-contextcultures:Preferredcommunicationstrategyisdirectness,confrontation,andclarity.Highrelianceonwordsandlowrelianceonnonverbalsignstocommunicate.Relationshipsareoflowimportanceandwrittenwordisofhighimportance.Agreementsmadeinwritingarebindingwhileagreementsmadeorallyarenonbinding.Attentiontodetailisimportant.JumpbacktoslidecontainingoriginalimageAppendixtoCommonBusinessPracticesDifferThechartshows10countriesandthreemeetingaspects.1)Whethersmalltalkiscommonbeforeameetingdivesintoofficialbusiness.2)Whetherparticipantssticktothemeeting’sagenda.3)Whetherdirectorindirectcommunicationstyleisused.Brazil:Yes,smalltalkiscommon;No,theydon’tsticktoanagenda;andtheypreferdirectcommunication.Canada:No,smalltalkisnotcommon;No,theydon’tsticktoanagenda;andtheypreferindirectcommunication.U.S.A.:Minimalsmalltalkiscommon;No,theydon’tsticktoanagenda;andtheypreferdirectcommunication.Denmark:Minimalsmalltalkiscommon;Yes,theysticktoanagenda;andtheypreferdirectcommunication.France:No,smalltalkisnotcommon;Yes,theysticktoanagenda;andtheypreferdirectcommunication.Germany:Minimalsmalltalkiscommon;Yes,theysticktoanagenda;andtheypreferdirectcommunication.Ireland:Minimalsmalltalkiscommon;Yes,theysticktoanagenda;andtheypreferdirectcommunication.Russia:No,smalltalkisnotcommon;No,theydon’tsticktoanagenda;andtheypreferindirectcommunication.Spain:Yes,smalltalkiscommon;No,theydon’tsticktoanagenda;andtheypreferindirectcommunication.Sweden:Minimalsmalltalkiscommon;Yes,theysticktoanagenda;andtheypreferdirectcommunication.JumpbacktoslidecontainingoriginalimageAppendixtoAWorldofLanguagesJapanese,spokeninJapan,has128millionnativespeakers.English,spokenintheUS,UK,Australia,SouthAfrica,andMalaysia,has335millionnativespeakers.Russian,spokeninRussianFederation,