Download - BC chap 3 new
Chapter # 03Chapter # 03
Business Communication Business Communication and the Global Contextand the Global Context
““The reasonable person adapts himself to The reasonable person adapts himself to the world, while the unreasonable one the world, while the unreasonable one persists in trying to adapt the world to persists in trying to adapt the world to himself”himself”
What is a culture?
Culture is the "lens" through which you view the world. It is central to what you see,How you make sense of what you see,How you express yourself.
OverviewBackground to Inter-cultural
CommunicationNational cultural National cultural VariablesVariablesEducationLaw and RegulationsEconomicsPoliticsReligionSocial NormsLanguage
Individual Cultural Individual Cultural variablesvariables
Time SpaceFoodAcceptable dressMannersDecision makingVerbal and Non-Verbal
Communication
INTERCULTURALCOMMUNICATIONINTERCULTURALCOMMUNICATION
Intercultural Communication is the process Intercultural Communication is the process of sending and receiving messages of sending and receiving messages between people whose cultural background between people whose cultural background could lead them to interpret verbal and could lead them to interpret verbal and non-verbal signs differently.non-verbal signs differently.
Background to Inter-cultural CommunicationGlobalization: the process of increasing the
connectivity and interdependence of the world's markets and businesses.
Therefore understanding others culture is very important
You should also be familiar with your own ethnic diversity
High Context and Low Context CulturesHigh Context and Low Context Cultures
High Context Culture:- Cultures that rely heavily on non-verbal and subtle situational cues in communication. Eg.Japan, China, and Arab countries
Low Context Culture:- Cultures that rely heavily on words to convey meaning in communication. Eg. North America, Scandinavia, and Germany.
Cultural ContextCultural Context
Low Context• Linear Logic• Direct• Literal• Action-oriented• Individualistic
High Context• Spiral Logic• Indirect• Figurative• Contemplative• Group-oriented
Selected Dimensions of Culture
IndividualismIndividualismHigh-context cultures prefer group
values, duties, and decisions.Low-context cultures tend to prefer
individual initiative, self-assertion, personal achievement.
Selected Dimensions of Culture
FormalityFormalityOther cultures may prefer
more formality.North Americans place less
emphasis on tradition, ceremony, and social rules.
Selected Dimensions of Culture
CommunicationCommunication StyleStyleHigh-context cultures rely on nonverbal
cues and the total picture to communicate. Meanings are embedded at many social levels.
Low-context cultures emphasize words, straightforwardness, openness. People tend to be informal, impatient, literal.
Selected Dimensions of Culture
Time OrientationTime OrientationTime is unlimited and never-ending in
some cultures. Relaxed attitude toward time.
Time is precious to North Americans. It correlates with productivity, efficiency, and money.
High-Context and Low-Context Cultures
HighHigh
LowLow
JapaneseArabLatin AmericanSpanishEnglishItalianFrenchNorth AmericanScandinavianGermanSwiss
Mary Ellen Guffey, Business
Communication: Process and Product, 6e
Ch. 3, Slide 15
Cultural Contrasts in Written Business Communication
ArabAmerican Japanese
Cultural Objectives
Provide information
Seek information, offer proposal
Exchange information
Opening
State objective directly
Offer thanks, apologize
Issue personal greeting
Body Present facts and plans of action, direct approach
Pose questions, solicit information
Provide back-ground data, use indirect approach
Mary Ellen Guffey, Business
Communication: Process and Product, 6e
Ch. 3, Slide 16
Cultural Contrasts in Written Business Communication
ArabAmerican JapanesePersuasion tools
Immediate gain or loss of opportunity
Waiting Personal connection, future opportunityStyle Urgency, short sentences
Modesty, minimize positionElaborate expression
Closing Affirmative, specific requests
Maintain harmony, future relationship
Future relationship, personal greetingCultural values
Efficiency, directness, action
Politeness, indirectness, relationship
Status, continuation, recognition
Mary Ellen Guffey, Business
Communication: Process and Product, 6e
Ch. 3, Slide 17
U.S. ProverbsHe who holds the gold
makes the rules.Waste not, want not.The early bird gets the
worm.If at first you don’t
succeed, try, try again.
Proverbs Reflect CultureProverbs Reflect Culture
Mary Ellen Guffey, Business
Communication: Process and Product, 6e
Ch. 3, Slide 18
Chinese ProverbsA man who waits for a roast
duck to fly into his mouth must wait a very, very long time.
A man who says it cannot be done should not interrupt a man doing it.
Give a man a fish, and he will live a day; give him a net, and he will live a lifetime.
Proverbs Reflect CultureProverbs Reflect Culture
Mary Ellen Guffey, Business
Communication: Process and Product, 6e
Ch. 3, Slide 19
No one is either rich or poor who has not helped himself to be so. (German)
Words do not make flour. (Italian)Wealth that comes in at the door unjustly,
goes out at the windows. (Egyptian)
Proverbs Reflect CultureProverbs Reflect Culture
Other Proverbs
Comparative Management Focus: Communicating with Arabs
Achieving Multicultural Sensitivity
Avoiding Ethnocentrism Ethnocentrism is the belief that one’s own
cultural background is superior to that of others.
To overcome ethnocentrism, Avoid assumptionsAvoid judgments
Comparing U.S. and Foreign Views
How Many U.S. Persons View Themselves
Informal, friendly, casualEgalitarianDirect, aggressiveEfficientGoal- and achievement-
orientedProfit-orientedResourceful, ingeniousIndividualistic, progressiveDynamic, identify with workEnthusiastic, prefer hard sellOpen
How Many Foreigners View U.S. Persons
Undisciplined, too personalInsensitive to statusBlunt, rude, oppressiveOpportunistic, obsessed with timePromise more than they deliverMaterialisticDeals more important than peopleSelf-absorbedDrivenDeceptive, fearsomeWeak, untrustworthy
Cultural DifferenceCultural DifferenceBehaviour Attribution
American
"How long will it take you to finish this report?"
American
I asked him to participate.
Greek His behaviour makes no sense. He is the boss. Why doesn't he tell me?
Greek "I don't know. How long should take?"
American
He refused to take responsibility.
Greek I asked him for an order.American
"You are in the best position to analyze time requirements."
American
I press him to take responsibility for his actions.
Greek What nonsense: I'd better give him an answer.
Greek "10 days." American
He lacks the ability to estimate time; this time estimate is totally inadequate.
American
"Take 15. Is it agreed? You will do it in 15 days?"
American
I offer a contract.
Greek These are my orders: 15 days.
Cultural Difference (cont.)Cultural Difference (cont.)
In fact, the report needed 30 days of regular work. So the Greek worked day and night, but at the end of the 15th day, he still needed to do one more day's work.
Behaviour Attribution American
"Where is the report?" American
I am making sure he fulfills his contract.
Greek He is asking for the report.Greek "It will be ready tomorrow." (Both attribute that it is not
ready.)American
"But we agreed it would be ready today."
American
I must teach him to fulfill a contract.
Greek The stupid, incompetent boss! Not only did he give me the wrong orders, but he doesn't even appreciate that I did a 30-day job in 16 days.
The Greek hands in his resignation.
The American is surprised.
Greek I can't work for such a man.
An Intercultural Communication Model
We are more comfortable with familiar peopleBasic human characteristics are common to allFor a Doctor, working of a human body is same
in America and Malaysia Acts of walking, love for family, shaking handsCore cultural values are close to being fixedLearning the differences in moral and ethical
concepts of different ethnic groups is important
Intercultural Communication Model A message encoded in one culture must
be decoded in another culture Culture shapes the individual
communicator Different cultures lead to
communication difficulties Through the study and understanding of
IC, we can overcome these difficulties
Intercultural Communication Model Factors
There are other factors besides culture shaping the individualPeople vary from each other within any one culture
Process When a message reaches a culture where it is to be decoded,
it undergoes a transformation in which the influence of the decoding culture becomes a part of the message meaning
The meaning content of the original message becomes modified during the decoding phase of intercultural communication BECAUSE
The decoder and the encoder possess different sets of cultural meanings
"Have you had lunch?" (Politeness or invitation?) "Where are you going?" (Showing concern or intruding into
privacy)
Sender Message
Receiver Message
EducationLaws/RegulationEconomicsPoliticsSocial NormsLanguageReligion
Time SpaceFoodDressMannersDecision Making
National Variables Individual Variables
Variables
Cultural Overlapping Variables
Cultural Overlap
Cultural Similarities and Dissimilarities
National Cultural Variables
National Cultural VariablesThese are the MACRO or global constraintsEducationLaw and RegulationsEconomicsPoliticsReligionSocial NormsLanguage
EducationYou should be aware of the education level
of the person you are speaking to. Management education is more prevalent
in U.S. Some countries have no academic courses
in communication trainingE.g. ChinaGo beyond your initial inferences and
assumptions before concluding anything
EducationEducation Levels of Chinese, Asian and U.S Mangers
Highest level of education
Chinese % Asian % U.S %
Less than high school
5.4 2.5 0.1
High school graduate
31.8 12.4 3.2
Some college 34.6 19.4 16.9
Undergraduate degree
27.6 65.4 79.8
Post graduate degree
0.7 25.0 30.0
Law and RegulationsYou and your legal department must be aware
of the law matters internationallyIn both the under-developed and developed
nations, various government regulations affect business communications and sale of products.
Examples:Examples:Advertising children is restricted in U.S, Canada,
Scandinavian states.“Cigarette” is restricted in EuropeFrance, Mexico and Province of Quebec have
restriction on the use of foreign languages in advertisements.
EconomicsAvailability of capital and transportation and
the standard of living per capita vary from nation to nation.
The opportunity to borrow money, the rate of inflation (price raise), and the exchange rates influence business and a country’s ability to communicate concerning that business.
For example in Pakistan the competitors usually set their own prices.
In contrast IEEE set their own standards for different computer equipments
PoliticsPolitics also effect our communication when
we are doing business which can even result in personal harm.
Even concepts of democracy vary in different countries
There are different indices of measuring political instability in any country
Have a pre knowledge of it.
ReligionHomogeneity and diversity of belief structureReligion in different areas of the world can effect
the business and communications.Some basic beliefs may be same but different
religions have major differences which, if not understood well can lead to great loss.
In U.S Muslims, Protestants, Catholic, Hindu, Buddhist live.
Great tolerance is required Recent statistics have shown some religions have
totally changed the style of business and even the structure of that specific country.
ReligionConsumption of alcoholHolidaysStatus of women
Social NormsImportance of family, influence of past
colonial influencesIn various ways national environmental
constraints, education, law and regulations, economics, politics and religion effect a nation’s social norms.
In most of the countries Male line of family takes family decisions.
Beyond family, bond may exist between persons, based on caste, class, age
LanguageEvery body knows that knowing the language
of your country is the most significant contribute to improved communication, on personal and business level.
Your communication is good when both sender and receiver have same language.
English is world language.Young people mostly are able to speak and
understand English but few are the old people
Individual Cultural Individual Cultural variablesvariables
Individual Cultural variablesIndividual Cultural variablesOn the micro or personal level each
individual exhibits own habits and behavior.
Time SpaceFoodAcceptable dressMannersDecision makingVerbal and Non-Verbal Communication
Time Time is also factor in communication. Germans are time-precise; rarely do you wait for an
appointment in Germany. Specify exact opening and closing time for business
In Latin America and Buddhist cultures-waiting is acceptable, same is the example here in Pakistan.
Referring to seasons of the year differ; some say winter, spring, etc; some say dry, rainy.
Some cultures are casual some are precise about time, like we’ll talk at 8:15 am tomorrow, some say we’ll talk some time tomorrow.
Sometimes delays due to lack of equipment
SpaceHow close may stranger stand to you? Americans want more space, less do Arabs
and Latin AmericansRoom spaces also differ.Make sure what is the average acceptable
space between the natives of your host country
FoodEating habits are different throughout the
worldDepends on religion, agriculture and
climatic conditions
Acceptable dressDress also has value in communication.
When u have good dress then sound will be clear.
So its very important when you are communication in front of gathering, your dress should be perfect.
MannersSee children to know manners of eldersThey shake hand in Germany, hug in Italy, and
stay in background in IndiaYou bring a gift when visiting most homes in
Europe If you bring flowers, avoid Red Roses in
Germany and white chrysanthemum in France, Belgium and Japan.
2-3 hours lunch in Europe is acceptable.Many people sit on single table to eat in AsiaIn Saudi Arabia, you will learn that the junior
prince is silent when a senior enters.
Decision makingPatience above all is needed in intercultural
communication, in doing business with other countries.
American are typecast as moving too quickly in asking for a decision.
Americans are accused of (blame) being quick; “we wish to get to the point fast.”
When one reaches Japan, decision time is held back as group consensus moves toward a decision.
As you can imagine much time is spent in reaching an answer. Thus patience-and your understanding of the decision process-add to your success in dealing with a foreign environment.
Verbal and Non-Verbal CommunicationVerbal:Verbal:Regardless of culture, a kind of verbal
communication occurs when strangers meet, each seeking to determine which topics are acceptable and non-controversial (not in).
Additionally, tone of voice of one’s initial words can influence your initial perception of whether the meeting is positive or negative.
We judge people to a great extent by their voice. Some native languages demand many tonal
variations, giving the impression to a non-native of loudness, even arrogance.
“see you later” means same day sometime for Asians and some indefinite time for Americans.
“Yes” for Asian may mean a yes or a no Be sure about the volume, pitch and rate of
voice
Non- Verbal:Non- Verbal:Many nonverbal symbols exists for
every culture, even in subcultures.Knowing the major desirable and
undesirable cues (signs) helps knowing both intended and unintended communication errors.
for example A handshake is a traditional form of greeting in the west.
Eye Contact
In some cultures, looking people in the eye is assumed to indicate honesty and In some cultures, looking people in the eye is assumed to indicate honesty and straightforwardness; in others it is seen as challenging and rude.
s; in others it is seen as challenging and rude.
In USA, the cheapest, most effective way to connect with people is to look them into the eye. Most people in Arab culture share a great deal of eye contact and may regard too little as disrespectful. In English culture, a certain amount of eye contact is required, but too much makes many people uncomfortable. In South Asian and many other cultures direct eye contact is generally regarded as aggressive and rude.
Eye Contact
Gesture:•A motion of the hands, head or body to emphasize an idea or emotion.A motion of the hands, head or body to emphasize an idea or emotion.
USA=OK JAPAN=MONEY
RUSSIA=ZERO BRAZIL=INSULT
How can the same Gestures be treated differently in different cultures
Mary Ellen Guffey, Business
Communication: Process and Product, 6e
Ch. 3, Slide 57
PracticeToleranceOpen-mindedness
Empathy
See the world through another’s eyes
Bridging the Gap Between Bridging the Gap Between CulturesCultures
Mary Ellen Guffey, Business
Communication: Process and Product, 6e
Ch. 3, Slide 58
In high-context cultures opt for indirectness to help preserve harmony.
Respect the image a person holds in his or her social network.
Bridging the Gap: Saving Bridging the Gap: Saving FaceFace
Mary Ellen Guffey, Business
Communication: Process and Product, 6e
Ch. 3, Slide 59
Be patientWait and listenEmbrace silence
Recognize the effort non-native speakers are making
Bridging the Gap: PatienceBridging the Gap: Patience
Mary Ellen Guffey, Business
Communication: Process and Product, 6e
Ch. 3, Slide 60
Learn foreign phrases.
Use simple English.Speak slowly and
enunciate clearly.Observe eye
messages.Encourage accurate
feedback.
Improving Intercultural Improving Intercultural CommunicationCommunication
Check frequently for comprehension.
Accept blame.Listen without
interrupting.Smile when
appropriate.Follow up in writing.
Oral Oral Messages
Messages
Mary Ellen Guffey, Business
Communication: Process and Product, 6e
Ch. 3, Slide 61
Consider local formats.
Observe titles and rank.
Use short sentences and short paragraphs.
Avoid ambiguous expressions.
Improving Intercultural Improving Intercultural CommunicationCommunication
Strive for clarity. Use correct grammar.Cite numbers
carefully.Accommodate reader
in organization, tone, and style.
Written Written
Messages
Messages
End
Mary Ellen Guffey, Business Communication: Process and Product, 6e
Ch. 3, Slide 62