Transcript CROSS-CULTURE COMMUNICATION MANAGEMENT

CROSS-CULTURE COMMUNICATION
“The reasonable person adapts himself to the world,
while the unreasonable one persists in trying to adapt
the world to 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.
"Culture is the arts elevated to a set of beliefs."
– Tom Wolfe
Four Fundamental Patterns of Cultural Difference
What is different?
1. Communication Styles
2. Attitudes toward conflicts
3. Decision making style
4. Approaches to knowing
What is hidden below the surface?
1. Beliefs
2. Values
3. Expectations
4. Attitudes
COMMUNICATON
Communication is the sending of a message from a source
to a receiver with the least possible loss of meaning.
THE COMMUNICATION PROCESS
The speaker sends a message that is in
some kind of code. The listener
decodes the message and responds,
thereby giving the speaker feedback.
What is effective communication?
• The Art, Science and Practice.
Effective Speaking
Understanding people’s perception
Effective listening
CODES USED IN COMMUNICATION
Verbal Communication
 Words
 Voice
Non-Verbal Communication
 Gestures
 Postures
 Facial Expressions
 Eye Contact
 Vocal Characteristics
 Personal Appearance
 Touch
Cross Culture Communication
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.
Why Cross Culture
Communication is important ?
Globalization: Cross border movement of people, goods and data
brings more and more cultures into contact with one another and
increases the potential of cross culture communication.
◦ Business Opportunities
◦ Job Opportunities
◦ Improves the contribution of employees in a diverse
workforce
◦ Sharing of views and ideas
◦ Talent improvisation
◦ An understanding of diverse market
Verbal Communication Differences
1.Words
2.Voice
High Context and Low Context Cultures
High Context Culture:- Cultures that rely heavily on nonverbal and subtle situational cues in communication.
Low Context Culture:- Cultures that rely heavily on
words to convey meaning in communication.
Non-Verbal Communication Differences
Case In Point : Eye Contact
In some cultures, looking people in the eye is assumed to indicate
honesty and straightforwardness; 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.
Case in Point : Gesture
Gestures
•A motion of the hands, head or body to emphasize an
idea or emotion.
How can a Gestures distort the message………………..
Perfect! OK!
Zero!
Worthless!
Rubbish!
USA=OK
RUSSIA=ZERO
JAPAN=MONEY
BRAZIL=INSULT
How can the same Gestures be treated differently in
different cultures
Gestures – Around the World
Western
Brazil
USA
- “Do you have a telephone ?”
- “Cuckold (Your wife is cheating to you)”
- “Sign for the Texas Long Horns”
Blocks to Cultural Communication
1. Ethnocentrism : Inability to accept another culture's world view;
"my way is the best."
2. Discrimination : Differential treatment of an individual due to
minority status; actual and perceived; e.g., "we just aren't equipped to
serve people like that."
3. Stereotyping : Generalizing about a person while ignoring presence
of individual difference; e.g., "she's like that because she's Asian – all
Asians are nonverbal."
4.Cultural Blindness: Differences are ignored and one proceeds as
though differences did not exist; e.g., "there's no need to worry about a
person's culture
5.Cultural Imposition: Belief that everyone should conform to the
majority; e.g., "we know what's best for you, if you don't like it you can
go elsewhere."
6.Tone Difference : Formal tone change becomes embarrassing and
off-putting in some cultures.
DEVELOPING CROSS CULTURAL
COMMUNICATION SKILLS
"Tact is the ability to describe others as they see themselves.“
– Abraham Lincoln
Skills To Overcome Differences
"To handle yourself, use your head; to handle others, use your heart."
– Donald Laird
Skills To Overcome Differences
• Respecting Differences and Working Together
Skills To Overcome Differences
• Building Trust Across Cultural Boundaries
Skills To Overcome Differences
• Understanding Body Language
United States of America
•Americans tend to refrain from greetings that involve hugging and other close physical contact.
•When sitting, U.S. citizens often look very relaxed. They may sometimes sit with the ankle of one
leg on their knee.
Arab Countries
•The left hand is considered unclean in the Arab countries.
•When sitting, keep both feet on the ground.
•The "thumbs up" sign is offensive throughout the Arab world.
South Korea
•Bows are used for expressing appreciation, making apologies and requests, as well as for
greetings and farewells.
•When the Japanese want to give the impression that they are in deep thought, they will
sometimes fold their arms.
Skills To Overcome Differences
• Connecting with people
Things To Remember While Interacting And Connecting
With People
Business Attire
Selecting and Presenting Business Gifts
• Unwrapping gifts
Saudi Arabia - Gifts are opened in private.
USA - Gifts are opened in public
•Appreciated Gifts
Indonesia - Gifts, such as tokens memento of your country or
your company
logo
Candy,
prized
Turkey - Wine or liquor if you are sure your hosts drink alcohol,
pastries & Roses, Glassware, such as a vase, goblet, or decanter make
gifts
• Gifts to avoid
UAE - Alcohol / perfumes containing alcohol and pork and pigskin
products to be avoided
China - Do not give anything in sets of four or gifts that carry the
association of death, funerals such as clocks, cut flowers, white
objects.
How do you do it?
• The handshake should be firm.
• While shaking hands establish eye contact and
always smile
• The person who initiates the handshake is the
one who closes it.
Improving Cross Culture Communication
Welcome Topics & Topics to Avoid
during Conversation
• Welcome Topics of Conversation:
Indonesia: Family, travel/tourism, sports, praising the local
cuisine, future plans and success of the group or
organization
Germany: Sports--particularly soccer, tennis, current events,
politics, among those who imbibe, beer is often a good topic
of conversation
•Topics to Avoid:
Indonesia: Politics, corruption, criticism of Indonesian ways, commenting on
Indonesian customs that you find peculiar, religion
Saudi Arabia: Middle Eastern politics and International oil politics, Israel,
criticizing or questioning Islamic beliefs, women/ inquiries or complimentary
remarks about the female family members of your Saudi associates
South Korea: Korean politics/local politics, The Korean War, Socialism and
Communism, Japan and your contacts in Japan, your host's wife, Personal
family matters
Germany: World War II, personal questions,
TEN Pre-cautions in Cultural Communication
1.
2.
3.
4.
5.
6.
7.
8.
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10.
Slow Down
Separate Questions
Avoid Negative Questions
Take Turns
Write it down
Be Supportive
Check Meanings
Avoid Slangs
Watch the humour
Maintain Etiquette
Business in Today’s Scenario is not a
“National
Match”
but
is
a
“Olympics”,
where
there
are
International
Players.
Only
that
Individual / Company can survive
which has done its homework well &
developed its uniqueness.
Faster Rapport Building
Success
Success Rate
will Increase
Increase