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Cross Cultural Communication

Did you know ?

• Why do Germans hit the table in a business negotiation? – To express satisfaction

• What do business people in Arab countries ask you the very first time they meet you? – Your salary

What is Culture?

• Is it a thing that you have?

• Is it a group that you belong to?

• Is it something that you live inside of?

• Is it something that you do?

• Stereotyping

• Culture is a society’s (or group’s) system of shared, learned values and norms; as a whole, these values and norms are the society’s (or group’s) design for living

– Values: abstract ideas about the good, the right, the desirable

– Norms: social rules and guidelines; determine appropriate behavior in specific situations

• Folkways: norms of little moral significance

–dress code; table manners; timeliness

• Mores: norms central to functioning of social life

–bring serious retribution: thievery, adultery, alcohol

What is culture?

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Why Culture and Management ?

• Managers are humans and exist in cultures

• They make decisions, have rituals, heroes, and use and understand symbols.

• Hence they must be influenced by something other than mere instinct or biology

Elements of Culture

Social Structure and Culture

• Unit of social organization: individual or group? • Society may be stratified into classes or castes

• High-low stratification • High-low mobility between strata

• The individual: building block of many western societies • Entrepreneurship • Social, geographical and inter-organizational mobility

• The group: • Two or more associated individuals with a shared identity • Interact with each-other in specific ways on the basis of a

common set of expectations.

Individualism Vs. Collectivism

Self Community

Coworkers Friends

Family

Community

Coworkers

Friends

Family

Individual vs Group Societal Characteristics

• Individual

– Managerial mobility between companies

– Economic dynamism, innovation

– Good general skills

– Team work difficult, non-collaborative

• Exposure to different ways of doing business

– e.g., U.S. companies

• Group

– Loyalty and commitment to company

– In-depth knowledge of company

– Specialist skills

– Easy to build teams, collaboration

– Emotional identification with group or company

– e.g., Japanese companies

Religion, Ethics and Culture

• Religion: system of shared beliefs about the sacred

• Ethical systems: moral principles or values that shape and guide behavior; often products of religion

• Major religious groups and some economic implications

– Christianity protestant work ethic

– Islam Islamic economic principles

– Hinduism anti-materialistic, socially stratified

– Buddhism anti-materialistic, social equality

– Confucianism hierarchy, loyalty, honesty

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Language: Culture Bound

• Language, spoken

– “private” does not exist as a word in many languages

– Eskimos: 24 words for snow

– Words which describe moral concepts can be unique to countries or areas

– Spoken language precision important in low-context cultures

• Language, unspoken

– Context... more important than spoken word in high context cultures

Different Kinds of Cultural Differences

• Regional/National/Global

• Gender

• Language

• Generational

• Interest Groups

Patterns of Cultural Difference

• Visible Cultural differences

– Communication styles

– Attitudes towards conflicts

– Approaches towards completing tasks

– Decision making styles

– Attitudes towards disclosures

– Approaches to knowing

• Invisible cultural roots

– Beliefs

– Values

– Perceptions

– Expectations

– Attitudes

– Assumptions

East vs West

East West

Eastern and Latin American cultures promote an interdependent social orientation that values harmony, relatedness, and success of the in-group.

Western cultures promote an independent social orientation that values autonomy, self-expression, and individual achievement

Asians tend to think more holistically

Westerners tend to think more analytically

Respect for hierarchy is inherent Respect is earned

Open debates and confrontation are avoided

Open debate is encouraged

Collectivistic – duties towards others is highly regarded ;success is measured collectively

Individualistic –Following personal desires and dreams are valued; Success is measured individually

Success is spiritual Success is material

Silent leadership; Walk behind people Vocal leadership; Walk in front of people

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Multi Cultural Environment

Two approaches to culture

Two different approaches to looking at culture

• the institutional level, which looks at national (or group) culture embodied in institutions (government, education, economic institutions as well as in business organizations).

• the psychic or psychological level, which focuses on the “internalized” norms, attitudes and behaviour of individuals from a particular culture;

National culture

• “Nation”: is a useful way to define the boundaries of a society

– similarity among people a cause -- and effect -- of national boundaries

• “Nation”: is a useful way to bound and measure culture for conduct of business

– culture is a key characteristic of society and can differ significantly across national borders

• Can also vary significantly within national borders

– culture is both a cause and an effect of economic and political factors that vary across national borders

– laws are established along national lines

Sources: www.census.gov; www.adherents.com

World population percentages in terms of home region, language and religion

Corporate culture

• Corporate culture is a term used to characterize, how the managers and employees of particular companies tend to behave.

• Promoting a distinctive corporate culture is also expected to enhance the sense of community and shared identity that underpins effective organizations

• Types -

• Family culture

• Eiffel Tower culture

• Guided Missile culture

• Incubator culture

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The Family Culture

• Person-oriented

• Hierarchical: father-children relationship

• Ascribed status

• Culture clusters: India, Greece, Italy, Japan, Singapore, South Korea, Spain, other nations which industrialized late and smaller companies

The Eiffel Tower Culture

• Hierarchies

• Ascribed status to a role and not to a person

• Task-oriented

• Personal relationships are not desired

• Culture clusters: Austria and Germany

The Guided Missile Culture

• Egalitarian

• Task-oriented

• Status

• Individualistic

• Culture clusters: USA, Norway, Ireland

The Incubator Culture

• Person-oriented

• Minimal hierarchies and structure

• Creative and spontaneous

• Leadership is achieved

• Culture Clusters: Sweden, USA (Silicon Valley), UK (Silicon Glen) and smaller companies

Cross-cultural management

What is Cross Cultural Communication?

“The reasonable person adapts himself to the world, while the unreasonable one persists in trying to adapt the world to himself”

Intercultural Communication is the process of sending and receiving messages between people whose cultural background could lead them to interpret verbal and non-verbal signs differently.

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Which of these belongs to ‘culture’ ?

• Facial expressions • Religious beliefs • Religious rituals • Importance of time • Paintings • Values • Literature • Child-raising beliefs • Ideas about leadership • Gestures • Ideas about fairness • Ideas about friendship

• Ideas about modesty • Eating habits • Understanding of the natural world • Concept of self • The importance of work • Concept of beauty • General world view • Concept of personal space • Rules of social etiquette • Housing

Cross Cultural Communication Challenges • Communication Methods and Language

– English, Expression, Body language

• The Notion of Time

– What is your prospect’s sensitivity on time

• Assumptions of similarities

• Formal vs Informal Style

– Should I use their first name or the last name?

• Negotiation Terms

– In some cultures, signing a contract is the result of building a relationship between the two sides

– the Japanese look at business deals as building a win-win relationship, while the Spanish tend to take up negotiations with a more competitive angle.

• Specific Problems related to communication

– Semantics

– Word Connotations

– Tone Differences

• Non Verbal Misinterpretations

• Stereotypes

• This is “Good” to Westerners, ‘One’ to Italians, ‘Five’ to Japanese and ‘Up yours’ to the Greeks & everyone.

• This widely recognised sign of approval or agreement is actually used as an insult in Bangladesh.

• In certain parts of the Middle East, thumbs-up is definitely a highly offensive thumbs-down.

This is used in the United States to ask a person to step forward, but in Asia this gesture isn’t welcome It should only be used to beckon dogs…if you do it in the Philippines you could be arrested

• In USA “the horn fingers” is adopted by rockers and it is a sign of approval, rock on!

• In many Mediterranean and Latin countries, such as Argentina, Brazil, Colombia, Cuba, Spain, Italy and Portugal, to make this sign at someone is to tell them that their spouse is cheating on them.

In the Middle East a conversation should run its natural course, as it would be very rude to look at your watch mid-conversation.

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• This hand gesture generally means that everything is fine, great, okay and/or perfect.

• In Brazil, however, it is considered a rude gesture.

• This sign has two formats: one with the palm faced outwards, and another with the palm inwards. In the US, both ways refer to “victory” and peace: protesters against the Vietnam War and activists adopted the gesture as a sign of peace.

• In other places, such as in the UK, Australia and South Africa, the same gesture with the back of the hand facing the other person is considered to be an extremely insulting.

• If the fingers are pushing down, it will indicate that the gesture is indicated for the person to sit down or settle.

• If you use this sign in Singapore or Malaysia, it would mean that one is trying to hail someone's attention like a waiter or asking for permission to speak.

• This hand gesture is used to warn a single individual. It is a way to silent an individual and ask them to pay attention.

• This is considered as a rude gesture in a professional environment and termed as a domineering behaviour.

• In Latin America, snapping fingers means asking one to hurry up. In Great Britain and America, one snaps fingers when one remembers something or gets an idea.

• However, in many cultures, snapping fingers close to someone's face is considered to be an offensive gesture.

Words are deceiving ….

• http://www.buzzfeed.com/erinchack/words-that-mean-something-completely-different-in-the-uk

• https://en.wikipedia.org/wiki/List_of_words_having_different_meanings_in_American_and_British_English:_A%E2%80%93L

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Words are deceiving …

• In Korea, if you ask almost anyone what quality means, they’ll say, ‘it’s brand new’. In Korea, newness is important. Don’t go to Korea trying to emphasize the timeless long-lasting quality of your product. What matters is what’s new.

• In Japan, if you ask almost anyone what quality means, they’ll say, ‘it’s perfect - zero defects’. Japanese culture emphasizes the importance of striving for perfection.

• In China, if you ask almost anyone what quality means, they’ll say, ‘it gives status’. Your standing in a personal network - so any item that gives you social status is considered quality. It doesn’t matter if it’s well-built or will last, as long as it raises your social status.

Cross Culture Miscommunication

• Conflicting Expectations

• Conflicting Interpretations

• What is the source of the conflict?

• Differences don’t always result in miscommunication

• Similarities don’t always result in smooth communication

• Usually we do not know that miscommunication has occurred

What is the source of the problem? Trying NOT to miscommunicate

Developing cross cultural communication skills

Connecting with people

"To handle yourself, use your head; to handle others, use your heart." – Donald Laird

Respecting Differences and Working Together

Reconcile cultural differences

Identifying Values

Intercultural Communication Balances

• Knowledge (about other cultures, people, nations, behaviors…),

• Empathy (understanding feelings and needs of other people)

• Attitude (Compassion, Trust, Openness, Honesty, Non-Judgmental)

• Contact Cultures- Studies have shown that those from contact cultures(e.g. Arabs, Latin Americans, Southern Europeans)are more comfortable with body closeness and touch than those from non contact cultures (e.g. Asians, Northern Europeans). These differences can lead to confusion.

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Case Study

Improving Intercultural Communication

• Avoid using slang and idioms, choosing words that will convey

• Only the most specific meaning; • Listen Carefully and if in doubt ask for confirmation in

understanding ( Accent and dialects are important) • Recognize their accenting and intonations; It can vary the

meanings • Respect the local communication formalities and style, and

watch for any changes in body language • Investigate about their perception about your culture by

empathizing and collecting information before directly plunging into conversation.

Things To Remember

• Recognize cultural variations

• Enhance intercultural sensitivity

• Effective communication across cultures

• Help others adapt to your culture

• Welcome Topics & Topics to avoid during conversation

• Listen carefully

• Faster Rapport Building

• Respect Style Preferences

• Business Attire

People long to be celebrated,

not tolerated!

Remember…