Lecture 20

Improving Cross-Cultural Competence

Barriers to Cross-Cultural Relations Several of the underlying factors that create problems in developing smooth cross-cultural relations, including communication problems. A. Perceptual Expectations B. Ethnocentrism C. Inter-group Rather than Interpersonal Relationships D. Stereotypes in Inter-group Relations E. Different Norms and Codes of Conduct F. Unintentional Micro-Inequities (use of thumb for OK)

Barriers to Good Cultural Relations A. Perceptual Expectations: Achieving good cross-cultural relations is hampered by people’s predisposition to discriminate. Achieving good cross-cultural relations is hampered by people’s predisposition to discriminate. They do so as a perceptual shortcut, much like stereotyping. They do so as a perceptual shortcut, much like stereotyping. Yet we have to overcome this form of discrimination to enhance cross-cultural relations. Yet we have to overcome this form of discrimination to enhance cross-cultural relations.

Barriers to Good Cultural Relations B. Ethnocentrism: A key barrier to good cross-cultural relations is ethnocentrism, the assumption that the ways of one’s culture are the best ways of doing things. A key barrier to good cross-cultural relations is ethnocentrism, the assumption that the ways of one’s culture are the best ways of doing things. Many cultures consider themselves to be at the center of the world. Many cultures consider themselves to be at the center of the world. One consequence of ethnocentrism is that people from one culture prefer people from cultures similar to themselves (with several key exceptions). One consequence of ethnocentrism is that people from one culture prefer people from cultures similar to themselves (with several key exceptions).

Barriers to Good Cultural Relations C. Inter-group Rather than Interpersonal Relationships: In inter-group relations, we pay attention only to the group membership of the person. In inter-group relations, we pay attention only to the group membership of the person. In interpersonal relations, we pay attention to a person’s individual characteristics. In interpersonal relations, we pay attention to a person’s individual characteristics.

Barriers to Good Cultural Relations D. Stereotypes in Inter-Group Relations: As a result of stereotypes, people overestimate the probability that a given member of a group will have an attribute of his or her category. As a result of stereotypes, people overestimate the probability that a given member of a group will have an attribute of his or her category. People tend to select information that fits the stereotype and reject inconsistent information. People tend to select information that fits the stereotype and reject inconsistent information.

Barriers to Good Cultural Relations E. Different Norms and Codes of Conduct: Conduct: Various cultural groups have norms of their own, Various cultural groups have norms of their own, such as in some countries where men walk ahead of such as in some countries where men walk ahead of women. women. Also, what is permissible conduct in one group may Also, what is permissible conduct in one group may be frowned upon and even punished in another be frowned upon and even punished in another group. group. At times, we may make the mistake that others are At times, we may make the mistake that others are similar to us and then become confused when they similar to us and then become confused when they act differently than our expectations. act differently than our expectations.

Barriers to Good Cultural Relations F. Unintentional Micro-Inequities: A micro-inequity is a small semi-conscious message we send with a powerful impact on the receiver. A micro-inequity is a small semi-conscious message we send with a powerful impact on the receiver. Understanding micro-inequities can lead to changes in one-on-one relationships that may profoundly irritate others. Understanding micro-inequities can lead to changes in one-on-one relationships that may profoundly irritate others. For example, you may not have recognized that you were slighting a racial or ethnic group. For example, you may not have recognized that you were slighting a racial or ethnic group.

Strategies to Improve Cross- Cultural Competence A.Develop Cultural Sensitivity B. Focus on Individuals Rather than Groups C. Respect all Workers and Cultures D. Value Cultural Differences E. Minimize Cultural Bloopers/embarrassments F. Participate in Cultural Training G. Foreign language training H. Diversity training

Strategies to Improve Cross- Cultural Competence A. Develop Cultural Sensitivity: To relate well to someone from a foreign country, a person must be alert to possible cultural differences. To relate well to someone from a foreign country, a person must be alert to possible cultural differences. Cultural sensitivity is an awareness of and a willingness to investigate the reasons why people of another culture act as they do. Cultural sensitivity is an awareness of and a willingness to investigate the reasons why people of another culture act as they do. A person with cultural sensitivity will recognize certain nuances in customs that will help build better relationships from cultural backgrounds other than his or her own. A person with cultural sensitivity will recognize certain nuances in customs that will help build better relationships from cultural backgrounds other than his or her own. Raise your antenna and observe carefully what others are doing. Raise your antenna and observe carefully what others are doing.

Strategies to Improve Cross- Cultural Competence B. Focus on Individuals Rather than Groups: Get to know the individual rather than relying exclusively on an understanding of his or her cultural group. Get to know the individual rather than relying exclusively on an understanding of his or her cultural group. Instead of generalizing about the other person’s characteristics and values, get to know his or her personal style. Instead of generalizing about the other person’s characteristics and values, get to know his or her personal style.

Strategies to Improve Cross- Cultural Competence C. Respect all Workers and Cultures: An effective strategy for achieving cross-cultural understanding is to simply respect all others in the workplace, including their cultures. An effective strategy for achieving cross-cultural understanding is to simply respect all others in the workplace, including their cultures. An important component of respect is to believe that although another person’s culture is different than yours, it is equally good. An important component of respect is to believe that although another person’s culture is different than yours, it is equally good. Respect can translate into specific attitudes, such as respecting a co-worker for wearing an African costume to celebrate Kwanza. Also, respect the rights of majorities. Respect can translate into specific attitudes, such as respecting a co-worker for wearing an African costume to celebrate Kwanza. Also, respect the rights of majorities.

Strategies to Improve Cross- Cultural Competence D. Value Cultural Differences: Recognizing cultural differences is an excellent starting point in becoming a multicultural worker, one who can work effectively with people of different cultures. Recognizing cultural differences is an excellent starting point in becoming a multicultural worker, one who can work effectively with people of different cultures. If you place a high value on cultural differences, you will perceive people from other cultures to be different but equally good. If you place a high value on cultural differences, you will perceive people from other cultures to be different but equally good. You cannot motivate someone of another culture until that You cannot motivate someone of another culture until that person first accepts you. person first accepts you. A multilingual sales representative has the ability to explain A multilingual sales representative has the ability to explain the advantages of a product in another language. the advantages of a product in another language. In contrast, a multicultural sales rep can motivate foreigners to In contrast, a multicultural sales rep can motivate foreigners to make the purchase. make the purchase.

Strategies to Improve Cross- Cultural Competence E. Minimize Cultural Bloopers/mistakes/embarrassments: An effective way of being culturally sensitive is to minimize actions that are likely to offend people from another culture based on their values. An effective way of being culturally sensitive is to minimize actions that are likely to offend people from another culture based on their values. Cultural bloopers are most likely to take place when visiting another country, yet can also take place in one’s own country. Cultural bloopers are most likely to take place when visiting another country, yet can also take place in one’s own country. E-commerce has created new opportunities for creating cultural bloopers. E-commerce has created new opportunities for creating cultural bloopers. Bloopers must be avoided because being able to communicate your message directly in your customer’s mother tongue provides a competitive advantage. Bloopers must be avoided because being able to communicate your message directly in your customer’s mother tongue provides a competitive advantage.

Strategies to Improve Cross- Cultural Competence F. Participate in Cultural Training: A method chosen frequently for preparing overseas workers is cultural training, A method chosen frequently for preparing overseas workers is cultural training, A set of learning experiences designed to help employees understand the customs, traditions and benefits of another culture. A set of learning experiences designed to help employees understand the customs, traditions and benefits of another culture. Many industries train employees in cross-cultural relations. Many industries train employees in cross-cultural relations. An example is that cross-cultural training is taken seriously in the real-estate business. An example is that cross-cultural training is taken seriously in the real-estate business.

Strategies to Improve Cross- Cultural Competence 1. A Cross-Cultural Training Program: A cross-cultural training is considered necessary for developing skill in the international workers. Some organizations train their employees to behave according to the culture in which they are sent for assignments. A cross-cultural training is considered necessary for developing skill in the international workers. Some organizations train their employees to behave according to the culture in which they are sent for assignments.

Strategies to Improve Cross- Cultural Competence 2. Foreign Language Training: Learning a foreign language is often part of cultural training, yet can also be a separate activity. Learning a foreign language is often part of cultural training, yet can also be a separate activity. Knowledge of a second language is important because it builds better connections with people from other cultures than does relying on a translator. Knowledge of a second language is important because it builds better connections with people from other cultures than does relying on a translator.

Strategies to Improve Cross- Cultural Competence G. Participate in Diversity Training: Cultural training is mostly about understanding people from other cultures. Cultural training is mostly about understanding people from other cultures. Diversity training has a slightly different purpose. It attempts to bring about workplace harmony by teaching people how to get along with diverse work associates. Diversity training has a slightly different purpose. It attempts to bring about workplace harmony by teaching people how to get along with diverse work associates. Such training centers on increasing awareness of and empathy for people different in some noticeable way from oneself. Such training centers on increasing awareness of and empathy for people different in some noticeable way from oneself. A starting point in diversity training is to emphasize that everybody is different in some way and that all these differences should be appreciated. A starting point in diversity training is to emphasize that everybody is different in some way and that all these differences should be appreciated. To help training participants develop empathy, representatives of various groups explain their feelings related to workplace issues. To help training participants develop empathy, representatives of various groups explain their feelings related to workplace issues.

Overcoming Cross- Cultural Communication Barriers A key part of developing good cross-cultural relations is to overcome or prevent communication barriers stemming from cultural differences. A key part of developing good cross-cultural relations is to overcome or prevent communication barriers stemming from cultural differences. Personal life, too, is often more culturally diverse today than previously. Personal life, too, is often more culturally diverse today than previously. Avoiding cultural bloopers can help prevent communication barriers, as well the following suggestions. Avoiding cultural bloopers can help prevent communication barriers, as well the following suggestions.

More Steps to Improve Cultural Relations Be alert to cultural differences in customs and behavior. Be alert to cultural differences in customs and behavior. Use straightforward language and speak slowly and clearly. Use straightforward language and speak slowly and clearly. When the situation is appropriate, speak in the language of the people from another culture. When the situation is appropriate, speak in the language of the people from another culture. Observe cultural differences in manners/customs. Observe cultural differences in manners/customs. Be sensitive to differences in nonverbal communication. (The American thumb and finger symbol for “OK” is particularly hazardous.) Be sensitive to differences in nonverbal communication. (The American thumb and finger symbol for “OK” is particularly hazardous.) Do not be diverted by style, accent, grammar or personal appearance. Do not be diverted by style, accent, grammar or personal appearance. Listen for understanding, not agreement. Listen for understanding, not agreement. Be attentive to individual differences in appearance. Be attentive to individual differences in appearance.

IMPROVED CROSS-CULTURAL RELATIONS Develop cultural activity Focus on the individual Respect all workers and cultures Minimize cultural bloopers Participate in cultural training Participate in diversity training Improved cross- cultural relations

Cultural Mistakes to Avoid with Selected Cultural Groups Western Europe

GREAT BRITAIN Asking personal questions. The British protect their privacy. Asking personal questions. The British protect their privacy. Thinking that a business person from England is unenthusiastic when he or she says, “Not bad at all.” English people understate positive emotion. Thinking that a business person from England is unenthusiastic when he or she says, “Not bad at all.” English people understate positive emotion. Gossiping about royalty. Gossiping about royalty.

FRANCE Expecting to complete work during the French two- hour lunch. Expecting to complete work during the French two- hour lunch. Attempting to conduct significant business during August-les vacances (vacation time) Attempting to conduct significant business during August-les vacances (vacation time) Greeting a French person for the first time and not using s title such as “sir” or “madam” (or monsieur, madame, or mademoiselle). Greeting a French person for the first time and not using s title such as “sir” or “madam” (or monsieur, madame, or mademoiselle).

ITALY Eating too much pasta, as it is not the main course. Eating too much pasta, as it is not the main course. Handing out business cards freely. Italian use them infrequently. Handing out business cards freely. Italian use them infrequently.

SPAIN Expecting punctuality. Your appointments will usually arrive 20 to 30 minutes late. Expecting punctuality. Your appointments will usually arrive 20 to 30 minutes late. Make the American sign for “okay” with your thumb and forefinger. In Spain (and many other countries) this is vulgar. Make the American sign for “okay” with your thumb and forefinger. In Spain (and many other countries) this is vulgar.

SCANDINAVIA (Denmark, Sweden, Norway) Being overly rank conscious in these countries. Being overly rank conscious in these countries. Scandinavians pay relatively little attention to a persons place in hierarchy. Scandinavians pay relatively little attention to a persons place in hierarchy. Introducing conflict among Swedish work associates. Swedes go out of their way to avoid conflict. Introducing conflict among Swedish work associates. Swedes go out of their way to avoid conflict.

ASIA All Asian countries Pressuring an Asian job applicant or employee to brag about his or her accomplishments, Asians feel self-conscious when boasting about individual accomplishments and prefer to let the records speak for itself. Pressuring an Asian job applicant or employee to brag about his or her accomplishments, Asians feel self-conscious when boasting about individual accomplishments and prefer to let the records speak for itself. In addition, they prefer to talk about group rather than individual accomplishments. In addition, they prefer to talk about group rather than individual accomplishments.

JAPAN Shaking hands or hugging Japanese (as well as other Asians) in public. Japanese consider the practices to be offensive. Shaking hands or hugging Japanese (as well as other Asians) in public. Japanese consider the practices to be offensive. Not interpreting “We’ll consider it” as a no when spoken by a Japanese businessperson. Japanese negotiators mean no when they say, “We’ll consider it.” Not interpreting “We’ll consider it” as a no when spoken by a Japanese businessperson. Japanese negotiators mean no when they say, “We’ll consider it.” Not giving small gifts to Japanese when conducting business. Japanese are offended by not receiving these gifts. Not giving small gifts to Japanese when conducting business. Japanese are offended by not receiving these gifts. Giving your business to a Japanese businessperson more than once. Japanese prefer to give and receive business cards only once. Giving your business to a Japanese businessperson more than once. Japanese prefer to give and receive business cards only once.

CHINA Using black boarders on stationary and business cards because black is associated with death. Using black boarders on stationary and business cards because black is associated with death. Giving small gifts to Chinese when conducting business. Chinese are offended by these gifts. Giving small gifts to Chinese when conducting business. Chinese are offended by these gifts. Making cold calls on Chinese business executives. An appropriate introduction is required for a first time meeting with a Chinese official. Making cold calls on Chinese business executives. An appropriate introduction is required for a first time meeting with a Chinese official.

KOREA Saying no. Koreans feel it is important to have visitors leave with good feelings. Saying no. Koreans feel it is important to have visitors leave with good feelings.

INDIA Telling Indians you prefer not to eat with your hands. If the Indians are not using cutlery when eating, they expect you to do likewise. Telling Indians you prefer not to eat with your hands. If the Indians are not using cutlery when eating, they expect you to do likewise.

Mexico and Latin America

MEXICO Flying into a Mexican city in the morning and expecting to close the deal by lunch. Mexicans build business relationships slowly. Flying into a Mexican city in the morning and expecting to close the deal by lunch. Mexicans build business relationships slowly.

BRAZIL Attempting to impress Brazilians by speaking a few words of Spanish. Portuguese is the official language of Brazil. Attempting to impress Brazilians by speaking a few words of Spanish. Portuguese is the official language of Brazil.

MOST LATIN AMERICAN COUNTRIES Wearing elegant and expensive jewelry during a business meeting. Most Latin Americans think people should appear more conservative during a business meeting. Wearing elegant and expensive jewelry during a business meeting. Most Latin Americans think people should appear more conservative during a business meeting. The preceding suggestions will lead to cross-cultural skill development if practiced in the right setting. The preceding suggestions will lead to cross-cultural skill development if practiced in the right setting. During the next 30 days, look for an opportunity to relate to a person from another culture in the way described in these suggestions. During the next 30 days, look for an opportunity to relate to a person from another culture in the way described in these suggestions. Observe the reaction of the other person for feedback on your cross-cultural effectiveness. Observe the reaction of the other person for feedback on your cross-cultural effectiveness.