1 “GROWING GLOBAL: Developing the Cultural Competencies for Success in the 21 st Century.” DFA Intercultural Global Solutions d dfa

2 “CULTURE IS THE DNA OF A NATION. EVERYTHING ELSE… POLITICS… ECONOMICS… SOCIAL & BUSINESS LIFE… IS CONSEQUENCE”.

3 “IF YOU ENTER A REGION, ASK WHAT ITS PROHIBITIONS ARE; IF YOU VISIT A COUNTRY, ASK WHAT ITS CUSTOMS ARE; IF YOU CROSS A FAMILY’S THRESHOLD, ASK WHAT ITS TABOOS ARE.” - Li Ji (The Book of Rites) One of the Five Confucian Classics (500 BC) dfa

4 GLOBALISATION TRENDS REPORT*: 60% of all cross-border ventures do not work out as planned. 60% of all cross-border ventures do not work out as planned. 30% of all expatriates return from assignment abroad prematurely. 30% of all expatriates return from assignment abroad prematurely. 48% of all repatriates leave their company within two years of returning home. 48% of all repatriates leave their company within two years of returning home. * Compiled from various statistics, The Economist, dfa

5 DURING THIS ENCOUNTER... u...ASK MANY PERSONAL QUESTIONS u...TALK LOUDER THAN USUAL u...INTERRUPT WHENEVER YOUR PARTNER SAYS ANYTHING u...STAND VERY CLOSE TO YOUR PARTNER dfa

6 DURING THIS ENCOUNTER... u...SPEAK VERY SOFTLY u...DO NOT INITIATE ANY TOPICS OR ASK ANY QUESTIONS u...AVOID EYE CONTACT u...STAND 3-4 FEET AWAY FROM YOUR PARTNER u...KEEP SMILING dfa

7 “WE DON’T SEE THINGS AS THEY ARE... WE SEE THINGS AS WE ARE” -Anais Nin dfa

8 “CULTURAL FILTERS”... u Brazilians say... - always in a hurry - serious, reserved - cautious - restrained - composed - methodical u Japanese say... - relaxed - friendly, spontaneous - reckless - uninhibited - emotional - impulsive dfa

9 “Culture hides more than it reveals, and strangely enough what it hides, it hides most effectively from its own participants.” - Edward T. Hall dfa

10 “IF THE MIND IS THE HARDWARE, THEN CULTURE IS THE SOFTWARE” -Geert Hofstede dfa

11 dfaIndividualPersonality FunctionalCulture NationalCulture CorporateCulture GlobalCulture Influencers of Work Behaviors

12 CULTURAL “ICEBERG” EXPLICIT CULTURE IMPLICIT CULTURE Traditions / Values / Norms HISTORY RELIGION TOPOGRAPHY CLIMATE PERCEIVABLE BEHAVIOURS dfa

13 EXPLICIT CULTURE Language Language Food Food Architecture Architecture Music Music Dress Dress Literature Literature Forms of Relationships Forms of Relationships Religion Pace of Life Ways of Work Etc., etc., etc. dfa

14 EXPLICIT WORK BEHAVIOURS Punctuality Dress Greeting styles Social Etiquette Verbal Communication Giftgiving Personal Space Men & Women Holidays & traditions Meeting protocols Negotiation Styles Management techniques Non-verbal Communications Boss-subordinate roles Decision-making patterns dfa

15 IMPLICIT CULTURE... HUMAN HOW DO WE DEFINE HUMAN RELATIONSHIPS RELATIONSHIPS? TIME HOW DO WE VIEW TIME? HOW DO WE COMMUNICATE OURSELVES TO OTHERS? dfa

16 IMPLICIT CULTURE... HOW DO WE DEFINE HUMAN RELATIONSHIPS? - INDIVIDUAL / GROUP dfa

17 dfa Individualist / Other-Dependent

18 INDEPENDENCE... INTERDEPENDENCE _____________________________________ US UKGER FR INDIAITY MEX CH JPN NETHNORD BRAZIL SAUD dfa

19 IMPLICIT CULTURE... HOW DO WE DEFINE HUMAN RELATIONSHIPS? - INDIVIDUAL / GROUP - EGALITARIAN / STATUS-RANK (HIERARCHY) dfa

20 dfa Egalitarian / Status-Rank WESTERN & WESTERN ASIAN & ASIAN WESTERN & ASIAN

21 HIERARCHY…EGALITARIAN _____________________________________ JPN IND FR MEX BRAZ US UK NOR SAUD CHN ITY GER NETH dfa

22 IMPLICIT CULTURE... HOW DO WE DEFINE HUMAN RELATIONSHIPS? -INDIVIDUAL / GROUP -EGALITARIAN / STATUS-RANK (hierarchy) - TRANSACTIONAL / RELATIONSHIP dfa

23 dfa Relationship-Building “PEACHES” “PEACHES” “COCONUTS” “COCONUTS”

24 TRANSACTIONAL... RELATIONSHIP _____________________________________ US UK NORD FR BRAZIL ITY CH NETH GERM JPN INDIA MEX SAUD dfa

25 IMPLICIT CULTURE... HOW DO WE DEFINE HUMAN RELATIONSHIPS? - INDIVIDUAL / GROUP -EGALITARIAN / STATUS-RANK (hierarchy) -TRANSACT / RELATIONSHIP - OBJECTIVIST / SITUATIONALIST dfa

26 SITUATIONALIST…OBJECTIVIST _____________________________________ CH MEX ITY INDIA FR UK US GER SAUD BRAZ NETH NOR dfa

27 IMPLICIT CULTURE... HOW DO WE VIEW TIME? -MONOCHRONIC / POLYCHRONIC dfa

28TIME MONOCHRONIC MONOCHRONIC - sequential, progressive -organized, compartmentalized - clock determines action - one thing at a time - time is limited commodity POLYCHRONIC - non-sequential, circular - people & situations determine action; clock is secondary - many things at once - time is unlimited dfa

29 COMMUNICATING & TIME MONOCHRONIC (US, UK, Germany): Speaker 1:*********** ***** Speaker 2:*********** Speaker 3:************* POLYCHRONIC (Brazil, Italy, Egypt): Speaker 1:*********************** Speaker 2: ****************** **** Speaker 3:*********** *********** ********* JAPAN: Speaker 1:****** Speaker 2:* ***** ***** Speaker 3: ****** dfa

30 TIME & PROJECT PLANNING: MONOCHRONIC: POLYCHRONIC: dfa

31 POLYCHRONIC…MONOCHRONIC _____________________________________ MEX BRAZ FR NORD GER SAUD IND ITY CHN JPN NETH US UK dfa

32 IMPLICIT CULTURE... HOW DO WE VIEW TIME? -MONOCHRONIC / POLYCHRONIC - PAST (External Control) / FUTURE (Internal Control) dfa

33 PAST, PRESENT & FUTURE BRAZILNIGERIA VENEZUELA BURKINA FASO MEXICOARGENTINA dfa

34 PAST, PRESENT & FUTURE USAFRANCE JAPAN SPAIN UKNETHERLANDS dfa

35 PAST, PRESENT & FUTURE TURKEYRUSSIA ETHIOPIA POLAND UAECZECH REPUBLIC dfa

36 PAST, PRESENT & FUTURE INDO- NESIA HONG KONG SINGAP- ORE CHINA THAI- LAND INDIA dfa

37 PAST, PRESENT & FUTURE ITALYSWE- DEN AUSTRIA GER- MANY BELGIUMSLOV- AKIA dfa

38 EXTERNAL CONTROL… INTERNAL CONTROL _____________________________________ SAUD CHN FR US NETH IND MEX NORD JPN GER UK dfa

39 IMPLICIT CULTURE... HOW DO WE VIEW TIME? -MONOCHRONIC / POLYCHRONIC - PAST (Fate) / FUTURE (Control) -RISK-COMFORTABLE / RISK- AVOIDANT dfa

40 NEED FOR CERTAINTY… COMFORT WITH UNCERTAINTY _____________________________________ JPN FR SAUD CHN US NETH GER NORD BRAZ UK MEXIND dfa

41 IMPLICIT CULTURE... HOW DO WE VIEW TIME? -MONOCHRONIC / POLYCHRONIC - PAST (Fate) / FUTURE (Control) -RISK-TAKING / RISK-AVOIDING - DETAIL-PROCESS (deductive) / DECISIVENESS-RESULT (inductive) dfa

42 INFORMATION PROCESSING INDUCTIVE (conclusion-oriented): INDUCTIVE (conclusion-oriented): result result DEDUCTIVE (process-oriented): DEDUCTIVE (process-oriented):result ASSOCIATIVE (non-causal): ASSOCIATIVE (non-causal): past experience = future result dfa

43 IMPLICIT CULTURE... HOW DO WE RELATE/COMMUNICATE WITH THE LARGER WORLD ? HIGH CONTEXT (Implicit) / LOW- CONTEXT (Explicit) dfa

44 HIGH / LOW-CONTEXT COMMUNICATIONS COMMUNICATION CONTEXT HIGH-CONTEXT: HIGH-CONTEXT: (“Yes” means “yes”, “maybe”, “I see”, “no”…) LOW-CONTEXT: LOW-CONTEXT: (“Yes” means “Yes”) dfa

45 VERBAL COMMUNICATIONS HIGH CONTEXT: - Meaning is dependent upon situation, individuals, context - Can be indirect - Non-verbals high - Verbals can be invalid LOW CONTEXT - Meaning is non- variable, independent of context & situation - Can be very direct - Verbal meaning high - Non-verbals secondary dfa

46 IMPLICIT CULTURE... u HOW DO WE RELATE/COMMUNICATE WITH THE LARGER WORLD ? HIGH CONTEXT (Implicit)/ LOW- CONTEXT (Explicit) CONFRONTATION-DIRECT / HARMONY-INDIRECT dfa

47 HARMONIZING…CONFRONTATION _____________________________________ JPN CHN MEX BRAZ FR US GER SAUD IND ITY NORD UK NETH dfa

48 NON-VERBAL COMMUNICATIONS GESTURES, BODY MOVEMENTS GESTURES, BODY MOVEMENTS EYE CONTACT EYE CONTACT FACIAL EXPRESSIONS FACIAL EXPRESSIONS PHYSICALITY PHYSICALITY GREETINGS GREETINGS BODY COMPOSURE BODY COMPOSURE PERSONAL SPACE DRESS USE OF SILENCE FOOD & HYGIENE dfa

49 “PLEASE TAKE ADVANTAGE OF THE CHAMBERMAID” - Japanese hotel dfa

50 “SPECIAL TODAY: NO ICE CREAM” - Swiss mountain inn dfa

51 “AFTER ONE VISIT WE GUARANTEE YOU WILL BE REGULAR” - Indian restaurant dfa

52 “CUSTOMERS SHOULD NOTE THAT ANY COMPLAINTS ABOUT RUDENESS IN THE STAFF WILL BE DEALT WITH VERY SEVERELY” - British hotel dfa

53 “THE MANAGER HAS PERSONALLY PASSED ALL THE WATER SERVED HERE” - Acapulco hotel dfa

54 “IT TAKES A VIRILE MAN TO MAKE A CHICKEN PREGNANT” - Translated chicken advertisement in China dfa

55 “ SALAD’S A FIRM OWN MAKE; LIMPID RED BEET SOUP WITH CHEESY DUMPLINGS IN THE FORM OF A FINGER; ROASTED DUCK LET LOOSE; BEEF RASHERS BEATEN UP IN THE COUNTRY PEOPLE’S FASHION ” - Warsaw restaurant menu dfa

56 “ IF PEDESTRIAN OBSTACLE YOUR PATH, TOOTLE HORN MELODIOUSLY. IF HE CONTINUE TO OBSTACLE, TOOTLE HORN VIGOROUSLY AND UTTER VOCAL WARNINGS SUCH AS ‘HI, HI’. ” - Official Japanese Guidelines for English-speaking Drivers in Japan dfa

57 “WE DISPENSE WITH ACCURACY.” - English chemist shop dfa

58 “IF YOU FEEL WE HAVE FAILED YOU IN ANY WAY, WE SHALL BE ONLY TOO PLEASED TO DO IT AGAIN AT NO EXTRA CHARGE.” - Hong Kong dry cleaners dfa

59 “TO MOVE THE CABIN, PUSH BUTTON FOR WISHING FLOOR. IF THE CABIN SHOULD ENTER MORE PERSONS, EACH ONE SHOULD PRESS A NUMBER OF WISHING FLOOR. DRIVING THEN GOING ALPHABETICALLY BY NATIONAL ORDER.” - Serbian hotel lift dfa

60 “LADIES MAY HAVE A FIT UPSTAIRS” - Taiwan tailor shop dfa

61 “THERE WILL BE A MOSCOW EXHIBITION OF ARTS BY 15,000 RUSSIAN REPUBLIC PAINTERS AND SCULPTORS. THESE WERE EXECUTED OVER THE PAST TWO YEARS.” - Russian newspaper announcement dfa

62 “STEAKS AND CHOPS ARE GRILLED BEFORE OUR CUSTOMERS” - Tokyo restaurant dfa

63 “TEETH EXTRACTED BY THE LATEST METHODISTS” - Hong Kong dentist dfa

64 “FUR COATS MADE FOR LADIES FROM THEIR OWN SKIN” - Swedish furrier dfa

65 “LADIES ARE REQUESTED NOT TO HAVE CHILDREN AT THE BAR” - Norwegian cocktail lounge dfa

66 “PLEASE DO NOT FEED THE ANIMALS. IF YOU HAVE ANY SUITABLE FOOD, GIVE IT TO THE GUARD ON DUTY.” - Budapest zoo dfa

67 “DROP YOUR TROUSERS HERE FOR BEST RESULTS” - Bangkok dry cleaners dfa

68 “LADIES, LEAVE YOUR CLOTHES HERE AND SPEND THE AFTERNOON HAVING A GOOD TIME” - Rome laundry dfa

69 “I SLAUGHTER MYSELF DAILY” - Israeli butcher shop dfa

70 “BROKEN ENGLISH, SPOKEN PERFECTLY” - Mexico City hotel dfa

71 Overcoming Language Barriers (Anywhere in the World) u Slow down, give time, silence OK. u Simplify your words: speak in phrases. u Avoid slang, sports terms, acronymns. u Avoid double negatives & “yes/no”. u Remain formal until cued otherwise. u Never shout; if anything, tone down. u Learn basic ten phrases of their language. u Tune into context & non-verbals. dfa

72 The Global Rule: “DO UNTO OTHERS AS THEY WOULD HAVE YOU DO UNTO THEM.” dfa