International Management, 5th ed. Part Two: The Role of Culture

International Management, Intercultural Communication Hodgetts and Luthans International Management, 5th ed. Chapter Eight Intercultural Communication

Objectives of the Chapter DEFINE the term “communication,” and examine some examples of external and internal communication REVIEW examples of verbal communication styles and explain the importance of message interpretation ANALYZE the common downward and upward communication flows used in international communication EXAMINE the language, perception, culture, and nonverbal barriers to effective international communications PRESENT the steps that can be taken to overcome international communication problems

Overall Communication Process Process of transferring meanings from sender to receiver Many problems in the international arena that interfere with successful communications Organizational communication involves both the external and internal flow of information External communication Government attempts to secure agreements with other nations regarding international trade One-way government directives Internal communication Influenced by cultural differences that are important to recognize

Figure 8-1 The Communication Process Medium Receiver interpretation Sender meaning Encoding Feedback

Overall Communication Process (cont.) Verbal Communication Styles Context Information that surrounds a communication and helps to convey the message High-context societies Messages often are coded and implicit Rely on indirect style Low-context societies Message is explicit and the speaker says precisely what s/he means Rely on direct style Three degrees of communication quantity Elaborate Exacting Succinct

Figure 8-2 Explicit/Implicit Communication: An International Comparison Swiss Germans Germans Scandinavians North Americans French English Italians Latin Americans Arabs Japanese High context/implicit communication cultures Low context/explicit communication cultures

Overall Communication Process (cont.) Verbal Communication Styles (cont.) Contextual style Focuses on the speaker and relationship of the parties Personal style Focuses on the speaker and the reduction of barriers between the parties Affective style Characterized by language which requires the listener to carefully note what is being said and to observe how the sender is presenting the message Instrumental style Goal-oriented and focuses on the sender

Table 8-3 Verbal Styles Used in 10 Select Countries Indirect vs. Direct Elaborate vs. Succinct Contextual vs. Personal Affective vs. Instrumental Country Australia Direct Exacting Personal Instrumental Canada Direct Exacting Personal Instrumental Denmark Direct Exacting Personal Instrumental Egypt Indirect Elaborate Contextual Affective England Direct Exacting Personal Instrumental Japan Indirect Succinct Contextual Affective Korea Indirect Succinct Contextual Affective Saudi Arabia Indirect Elaborate Contextual Affective Sweden Direct Exacting Personal Instrumental United States Direct Exacting Personal Instrumental

Communication Flows Downward Communication Upward Communication Transmission of information from manager to subordinate Primary purpose is to convey orders and information Upward Communication Transfer of meaning from subordinate to superior Primary purpose is to provide feedback, ask questions, or obtain assistance

Figure 8-3 Communication Epigrams America China United Nations France

Communication Barriers Language Barriers Knowledge of the home country’s language is important for personnel placed in a foreign assignment Poor writing is a greater barrier than poor talking Problems occur frequently when translating a message from one language to another Cultural Barriers Approaches to writing letters differ both across and within cultures Americans communicate more bluntly than the English and Japanese

Communication Barriers (cont.) Perceptual Barriers Perception A person’s view of reality How people see reality varies and influences their judgment and decision making Advertising Messages Messages frequently misinterpreted View of Others Perception influences communication when it deals with how individuals ‘see’ others Problems occur when international managers perceive their subordinates Perception of women differs across countries

Communication Barriers (cont.) Impact of Culture Cultural Values Values directly and indirectly affect communication between people from different cultures Use of time Misinterpretation Can affect the way we perceive others and themselves Can affect day-to-day communications

Communication Barriers (cont.) Impact of Culture (cont.) Nonverbal Communication Transfer of meaning through means such as body language and the use of physical space Kinesics Study of communication through body movement and facial expressions Oculesics Deals with conveying messages through the use of eye contact and gaze Haptics Communicating through the use of bodily contact Proxemics Use of physical space to convey messages Four distances people use in face-to-face communication

Figure 8-4 Personal Space Categories for Those In the United States Intimate distance 18” Personal distance 18” to 4’ Social distance 4’ to 8’ 8’ to 10’ Public distance

Communication Barriers (cont.) Impact of Culture (cont.) Nonverbal Communication (cont.) Chronemics Way in which time used in a culture Monochronic time schedule - things are done in a linear fashion Polychronic time schedule - people tend to do several things at the same time and place higher value on personal involvement than on getting things done on time Chromatics Use of colors to communicate messages Many colors have different meanings in different cultures

Achieving Communication Effectiveness Improve Feedback System Particularly important between parent companies and their affiliates Two types of feedback systems Personal Impersonal Provide Language Training English has become the international language of business Written communication is extremely important Unavoidable loss of meaning when messages are translated from one language to another

Achieving Communication Effectiveness (cont.) Provide Cultural Training Certain commonalities exist among certain groups of cultures Latin culture Anglo culture Increase Flexibility and Cooperation Each party must be prepared to give a little