Transcript Chpt08-2005
Mgt 485 CHAPTER 8 Intercultural Communication Irwin/McGraw-Hill [Modified by EvS] Additional Internet Sites http://www.css.edu/users/dswenson/web/CULTURE/CULT DIM.HTM http://www.bena.com/ewinters/sect2.html http://www.getcustoms.com/2004GTC/quiz.html http://www.sietar.de/SIETARproject/Assessments&instrum ents.html http://www.AcrossCultures.net// http://www.businessculture.com Irwin/McGraw-Hill [Modified by EvS] Mgt 470-5-2 The Communication Process Sender Meaning Encoding Medium Feedback Receiver Interpretation Irwin/McGraw-Hill [Modified by EvS] Decoding Mgt 470-5-3 Overview of Communication See Table 8-1, p. 196 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 Irwin/McGraw-Hill [Modified by EvS] Mgt 470-5-4 External and Internal Communications External Ex.) gov’t attempts to secure agreements with other nations regarding international trade Internal US & China Irwin/McGraw-Hill [Modified by EvS] Ex.) Russian factory managers make greater use than US managers of direct, face-to-face communications Mgt 470-5-5 Verbal Communication Styles See Table 8-2, p. 199 Context Indirect and Direct High context = implicit & indirect Low-context = objective Elaborate and Succinct Elaborate / exacting / succinct Contextual and Personal Contextual : speaker / relationship of parties Personal: speaker / reduction of barriers Affective and Instrumental Affective = requires listener to listen & observe Instrumental = goal-oriented Irwin/McGraw-Hill [Modified by EvS] Mgt 470-5-6 Interpretation of Communications The effectiveness of communication is determined by how closely the sender and receiver have the same meaning for the same message Ex.) Using individual incentive plans in collective cultures Irwin/McGraw-Hill [Modified by EvS] Mgt 470-5-7 Downward Flow of Communications The transmission of information from manager to subordinate CEO V.P. x Irwin/McGraw-Hill [Modified by EvS] y V.P. z x y z Mgt 470-5-8 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 470-5-9 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 470-5-10 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 470-5-11 Communication Barriers Perceptual Using words that are misinterpreted by others ex.) 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 470-5-12 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 470-5-13 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, Take care of today, and Irwin/McGraw-Hill [Modified by EvS] try, try again tomorrow will take care of itself Mgt 470-5-14 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 wise A stitch in time saves nine Timeliness If at first you don’t succeed, Persistence; work ethic Take care of today, and tomorrow will take care of itself Preparation for the future Irwin/McGraw-Hill [Modified by EvS] one healthy, wealthy, and try, try agai Mgt 470-5-15 Non-Verbal Communication See Table 8-7, p. 213 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) Irwin/McGraw-Hill [Modified by EvS] Mgt 470-5-16 Achieving Communication Effectiveness NEED TO: Improve Feedback Systems Provide Language Training Provide Cultural Training Increase Flexibility and Co-operation Irwin/McGraw-Hill [Modified by EvS] Mgt 470-5-17 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 470-5-18 Intercultural Sensitivity Stages http://www.awesomelibrary.org/multiculturaltoolkit-stages.html 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 Irwin/McGraw-Hill [Modified by EvS] Mgt 470-5-19 Key Points of Intercultural Communication http://www.jobweb.com/resources/library/Workplace_Culture/Key_points_of_13_01.htm 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. Irwin/McGraw-Hill [Modified by EvS] Mgt 470-5-20 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] Mgt 470-5-21 Irwin/McGraw-Hill [Modified by EvS] Mgt 470-5-22 Irwin/McGraw-Hill [Modified by EvS] Mgt 470-5-23 Irwin/McGraw-Hill [Modified by EvS] Mgt 470-5-24