unit-3 mhr-106 cross cultural communication
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Cross Cultural Communication
MHR- 106
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A Communications Model
Channel
Sender Message Audience
Feedback
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A Better Communications Model
Context
Channel
Sender Message Audience
Feedback
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Good Intercultural CommunicatorsAre….
Aware values &
behaviors notalways “right.”
Flexible & open to
change.
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And…..
Sensitive to verbal& nonverbalbehavior.
Aware of values,beliefs, practices of other cultures.
Sensitive todifferences within
cultures.
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HIGH CONTEXT VS. LOW CONTEXT
CULTURES
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High-Context Cultures Infer information from
message context, rather thanfrom content.
Prefer indirectness, politeness& ambiguity.
Convey little information
explicitly.Rely heavily on nonverbal
signs.
Asian
Latin American
Middle Eastern
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Low-Context Cultures
Rely more on content
rather than on context.
Explicitly spell out
information.
Value directness.
See indirectness asmanipulative.
Value written word more
than oral statements.
European
Scandinavian
North American
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Communication Process andVerbal Communication Styles
Communication
The process of transferring meanings from sender to receiver
Verbal communication styles
Context is information that surrounds a communication andhelps convey the message
Messages are often highly coded and implicit in high-context
societies, such as Japan and many Arab countries
The message is explicit and the speaker says precisely what
he or she means in low-context societies such as the United
States and Canada
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Explicit and Implicit Communication
High-context/implicit
communication
cultures
Low-context/explicitcommunication
cultures
Germans
Swiss Germans
Scandinavians
North Americans
French
English
Italians
Latin Americans
Arabs
Japanese
Adapted from Figure 7 – 1: Explicit/Implicit Communication: An International Comparison
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Table 7 –1
Major Characteristics of Verbal Styles
Phases of Multicultural Development
Adapted from Table 7 – 1: Major Characteristics of Verbal Styles
Indirect vs.
direct
Indirect
Direct
Implicit messages
Explicit messages
Collective, high context
Individualistic, low context
Succinct vs.elaborate
Elaborate High quantity oftalk
Moderate uncertaintyavoidance, high context
Exacting Moderate amountof talk
Low uncertainty avoidance,low context
Succinct Low amount of talk High uncertaintyavoidance, high context
Cultures in WhichMajor Interaction Focus Characteristic It
Verbal Style Variation and Content Is Found
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Table 7 –1
Major Characteristics of Verbal Styles
Phases of Multicultural Development
Cultures in WhichMajor Interaction Focus Characteristic It
Verbal Style Variation and Content Is Found
Adapted from Table 7 – 1: Major Characteristics of Verbal Styles
Contextual vs.
personal
Contextual Focus is on the
speaker and rolerelationships
High power distance,
collective, high context
Personal Focus is on thespeaker and personalrelationships
Low power distance,individualistic, low context
Affective vs.
instrumental
Affective Language is process
oriented and receiverfocused
Collective, high context
Instrumental Language is goaloriented and senderfocused
Individualistic, low context
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Communication Process andVerbal Communication Styles
Indirect and direct styles
In high-context cultures, messages are implicit and indirect
Voice intonation, timing, and facial expressions play importantroles in conveying information
In low-context cultures, people often meet only to accomplish
objectives and tend to be direct and focused in their
communications
Verbal communication styles (continued)
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Communication Process andVerbal Communication Styles
Elaborate and succinct styles
Three degrees of communication quantity — elaborate,exacting, and succinct.
The elaborating style is more popular in high-context culturesthat have a moderate degree of uncertainty avoidance
The exacting style focuses on precision and the use of the rightamount of words to convey the message and is more commonin low-context, low-uncertainty-avoidance cultures
The succinct style is more common in high-context cultureswith considerable uncertainty avoidance where people tend tosay few words and allow understatements, pauses, and silenceto convey meaning.
Verbal communication styles (continued)
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Communication Process andVerbal Communication Styles
Contextual and personal styles
Contextual style is one that focuses on the speaker andrelationship of the parties
Contextual style is often associated with high-powerdistance, collective, high-context cultures
Personal style focuses on the speaker and the reductionof barriers between the parties
Personal style is more popular in low-power-distance,individualistic, low-context cultures
Verbal communication styles (continued)
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Communication Process andVerbal Communication Styles
Affective and instrumental styles
Affective style is common in collective, high-context cultures
and is characterized by language that requires the listener to
note what is said and to observe how the message is presented
The meaning is often nonverbal and requires the receiver to use
his or her intuitive skills to decipher the message
Instrumental style is goal oriented and focuses on the sender
who clearly lets the other party know what he or she wants theother party to know.
The instrumental style is more commonly found in
individualistic, low-context cultures
Verbal communication styles (continued)
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Summary of Verbal Styles
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Communication Flows
Downward communication
Transmission of information from manager to subordinate
Primary purpose of manager-initiated communication is to
convey orders and information Managers use this channel for instructions and performance
feedback
The channel facilitates the flow of information to those who
need it for operational purposes
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Communication Epigrams
Adapted from Figure 7–2: Communication Epigrams
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Nonverbal Communication
Nonverbal communication
The transfer of meaning through means such as bodylanguage and use of physical space
Kinesics
The study of communication through body movement andfacial expression
Eye contact
Posture
Gestures
Chromatics
The use of color to communicate messages
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Nonverbal Communication
Proxemics
The study of the way that people use physical space to
convey messages
Intimate distance is used for very confidential communications
Personal distance is used for talking with family and close
friends
Social distance is used to handle most business transactions
Public distance is used when calling across the room or giving a
talk to a group
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Personal Space in the U.S.
Intimate distance 18”
Personal distance 18” to 4’
Social distance4’ to 8’
Public distance 8’ to 10’
Adapted from Figure 7–3: Personal Space Categories for Those in the United States
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Nonverbal Communication
Chronemics
Monochronic time schedule
Things are done in a linear fashion.
Manager addresses Issue A first and then moves on to Issue B Time schedules are very important and time is viewed as
something that can be controlled and should be used wisely
Polychronic time schedules
People tend to do several things at the same time People place higher value on personal involvement than on
getting things done on time
Schedules are subordinated to personal relationships
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A hi i C i i
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Achieving CommunicationEffectiveness
Improve feedback systems
Two basic types of feedback systems between homeoffice and affiliates
Personal (e.g., face-to-face meetings, telephoneconversations and personalized e-mail)
Impersonal (e.g., reports, budgets, and plans)
Language training
Cultural training Flexibility and cooperation
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Achieving Communication Effectiveness…
Slow Down.
Even when English is the common language in a cross
cultural situation, this does not mean you should speak at
normal speed. Slow down, speak clearly and ensure yourpronunciation is intelligible.
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Separate Questions.
Try not to ask double questions such as, ―Do you want to
carry on or shall we stop here?‖ In a cross cultural situation
only the first or second question may have beencomprehended. Let your listener answer one question at a
time.
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Avoid Negative Questions.
Many cross cultural communication misunder-standings
have been caused by the use of negative questions and
answers. In English we answer ‗yes‘ if the answer isaffirmative and ‗no‘ if it is negative. In other cultures a ‗yes‘
or ‗no‘ may only be indicating whether the ques-tioner is
right or wrong. For example, the re-sponse to ―Are you not
coming?‖ may be ‗yes‘, meaning ‗Yes, I am not coming.‘
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Take Turns.
Cross cultural communication is enhanced through taking
turns to talk, making a point and then listening to the
response.
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Write it Down.
If you are unsure whether something has been understood
write it down and check. This can be useful when using large
figures. For exam-ple, a billion in the USA is
1,000,000,000,000 while in the UK it is 1,000,000,000.
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Be Supportive.
Effective cross cultural communication is in essence about
being comfortable. Giving encouragement to those with
weak English gives them confidence, support and a trust in
you.
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Check Meanings.
When communicating across cultures never assume the other
party has understood. Be an active listener. Summarise what
has been said in order to verify it. This is a very effective
way of ensuring accurate cross cultural communication has
taken place.
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Avoid Slang.
Even the most well educated foreigner will not have a
complete knowledge of slang, idioms and sayings. The
danger is that the words will be understood but the meaning
missed.
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Watch the humour.
In many cultures business is taken very seriously.
Professionalism and protocol are constantly observed. Many
cultures will not appreciate the use of humour and jokes in
the business context. When using humour think whether it
will be understood in the other culture. For example, British
sarcasm usually has a negative effect abroad.
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Maintain Etiquette.
Many cultures have certain etiquette when communicating. It
is always a good idea to undertake some cross cultural
awareness training or at least do some research on the target
culture. Cross cultural communication is about dealing with
people from other cultures in a way that minimises
misunderstandings and maximises your potential to create
strong cross cultural relationships. The above tips should be
seen as a starting point to greater cross cultural awareness.
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Always Remember
Culture is not the same as race, ethnicity, or country of
origin. Although all of these things contribute to culture,
many other things do as well. You may have differences in
communication style with someone who looks just like you
and may have the same style as someone who looks much
different. The bottom line is: don't assume and remember
that everyone is an individual.
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THANK YOU
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