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Irwin/McGraw-Hill [Modified by EvS]
Mgt 485CHAPTER 8
Intercultural Communication
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-2
Additional Internet Sites http://www.css.edu/users/dswenson/web/CULTURE/CUL
TDIM.HTM http://www.bena.com/ewinters/sect2.html http://www.getcustoms.com/2004GTC/quiz.html http://www.sietar.de/SIETARproject/Assessments&instru
ments.html http://www.AcrossCultures.net// http://www.businessculture.com
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-3
The Communication Process
Sender Meaning Encoding Medium
DecodingReceiver Interpretation
Feedback
Irwin/McGraw-Hill [Modified by EvS]
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Overview of Communication
Communication is the process of transferring meanings from sender to
receiver
Examples
DO: It is appropriate to talk about History, Architecture, or Gardening in
Great Britain
DON’T: In Great Britain, do not talk about Politics, Money, or Prices
See Table 8-1, p. 196
Irwin/McGraw-Hill [Modified by EvS]
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External and Internal Communications
External
Internal
Ex.) gov’t attempts to secure agreements with other nations regarding international trade
US & ChinaEx.) Russian factory
managers make greater use than US managers of direct, face-to-face communications
Irwin/McGraw-Hill [Modified by EvS]
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Verbal Communication Styles
Context Indirect and Direct
High context = implicit & indirectLow-context = objective
Elaborate and SuccinctElaborate / exacting / succinct
Contextual and PersonalContextual : speaker / relationship of partiesPersonal: speaker / reduction of barriers
Affective and InstrumentalAffective = requires listener to listen & observeInstrumental = goal-oriented
See Table 8-2, p. 199
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-7
Interpretation of Communications
The effectiveness of communication is determined by
how closely the sender and receiver have the same meaning
for the same messageEx.) Using individual incentive plans in collective cultures
Irwin/McGraw-Hill [Modified by EvS]
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Downward Flow of Communications
The transmission of information from manager to subordinate
CEO
V.P. V.P.
x y z x y z
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-9
Upward Communication
The transmission of information from subordinates to managers
to provide feedback, ask questions, or obtain assistance from higher-level management
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-10
Communication Barriers
Language ex.) Someone on a foreign assignment that does not know the language that is spoken at the headquarters of the MNC
Culture ex.) The differences between how a native and nonnative U.S. person write a letter
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-11
Communication Barriers Filtering
– The deliberate manipulation of information to make it appear more favorable to the receiver.
Selective Perception– Receiving communications on the basis of what one selectively sees
and hears depending on his or her needs, motivation, experience, background, and other personal characteristics.
Emotions– Messages will often be interpreted differently depending on how happy
or sad one is when the message is being communicated Language
– Words have different meanings to different people. Receivers will use their definition of words communicated, which may be different from what the sender intended.
Nonverbal Cues – Body language or intonation that sends the receiver another message.
When the two are not aligned, communication is distorted.
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-12
Communication Barriers
Perceptual Using words that are misinterpreted by othersex.) Ford released a truck called “Fiera” into Spanish-speaking countries...it meant “ugly old woman” in Spanish!
View of Others ex.) Some U.S . managers view their foreign subordinates as being less qualified than their US peers.
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-13
The Impact of Culture
Cultural Values
ex.) People in the Middle Eastern countries do not relate to and
communicate with one another in a loose, general way as do those in the U.S.
Misinterpretation
ex.) U.S. managers doing business in Austria often misinterpret the fact that local business people always address them in formal terms...Sir, Mr., Mrs.,
Miss...
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-14
U.S. Proverbial / Cultural Values
Proverb Cultural Value
Time is money
Don’t cry over spilt milk
Waste not, want not
Early to bed, early to rise, makes- one healthy, wealthy, and wise
A stitch in time saves nine
If at first you don’t succeed, try, try again
Take care of today, and tomorrow will take care of itself
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-15
U.S. Proverbial / Cultural Values
Proverb Cultural Value
Time is money Time Thriftiness
Don’t cry over spilt milk Practicality
Waste not, want not Frugality
Early to bed, early to rise, makes- Diligence; work ethic one healthy, wealthy, and wise
A stitch in time saves nine Timeliness
If at first you don’t succeed, Persistence; work ethic try, try again
Take care of today, and Preparation for the future tomorrow will take care of itself
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-16
Non-Verbal Communication
Rich in meaning / complex– Dress (clothing, physical appearance)
– Proxemics (use of physical space)
– Paralinguistics (language forms; qualities, volume, pitch, hesitations)
– Kinesics / body language (gestures, expressions, body movements, posture)
– Haptics: (touching; pat, handshake, arm around the shoulder)
– Chronemics: (use of time)
– Chronomics (use of colors)
– Iconics: (use of physical objects: e.g. trophies, decorating style)
See Table 8-7, p. 213
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-17
Achieving Communication Effectiveness
NEED TO: Improve Feedback Systems
Provide Language TrainingProvide Cultural Training
Increase Flexibility and Co-operation
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-18
It is not the degree of difference between groups that causes harm. Rather, it is the lack of skill in identifying breaches of trust based on ethnic differences and the lack of skill in restoring trust once it is broken.
http://www.awesomelibrary.org/multiculturaltoolkit-use.html
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-19
Intercultural Sensitivity Stages
1. Denial• Does not recognize cultural differences
2. Defense• Recognizes some differences, but sees them as negative
3. Minimization• Unaware of projection of own cultural values; sees own values as superior
4. Acceptance• Shifts perspectives to understand that the same "ordinary" behavior can
have different meanings in different cultures
5. Adaptation• Can evaluate other’s behavior from their frame of reference and can adapt
behavior to fit the norms of a different culture
6. Integration• Can shift frame of reference and also deal with resulting identity issues
http://www.awesomelibrary.org/multiculturaltoolkit-stages.html
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-20
Key Points of Intercultural Communication
When communications cause conflict, be aware that problems might have more to do with style or process than with content or motives.
Learn to understand different communication styles—you could even benefit through expanding your repertoire.
Communicating across cultures requires extra effort. Good communication requires commitment and concentration.
Although culture affects differences in communication patterns, there are many exceptions within each group depending on class, age, education, experience, and personality.
Remember that communication is a process and that the process varies among cultures. Look at what might be getting in the way of understanding. Constantly ask “What’s going on here?” and check your assumptions.
Avoid jokes, words, or expressions that are hot buttons, such as those that are based on ethnicity, race, or gender.
Use language that fosters trust and alliance. Respect differences; don’t judge people because of the way they
speak.
http://www.jobweb.com/resources/library/Workplace_Culture/Key_points_of_13_01.htm
Irwin/McGraw-Hill [Modified by EvS]
Mgt 470-5-21
Footware International
Contentious society– Extremists?
John Carlson– One of only 4 foreigners working for company
Mgr. of Production, marketing, and sales
All employees in Development and marketing department were Moslem
Irwin/McGraw-Hill [Modified by EvS]
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Irwin/McGraw-Hill [Modified by EvS]
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Irwin/McGraw-Hill [Modified by EvS]
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