1. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 1 Communicating in a World of Diversity

2. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 2 Communication in a Diverse World Diversity –Individual characteristics –Individual experiences Intercultural communication –Cultural backgrounds –Cultural differences

3. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 3 Opportunities in a Global Marketplace New customers New labor sources New job possibilities

4. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 4 Advantages of a Diverse Workforce Connect with customers Expand talent pool

5. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 5 Challenges of Intercultural Communication Language, nonverbal signals, perception patterns, values and beliefs –Communicating with employees –Motivating employees –Promoting harmony and cooperation

6. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 6 Enhancing Sensitivity to Culture and Diversity Understanding the concept of culture Overcoming ethnocentrism and stereotyping Recognizing variations in a diverse world. Adapting to U.S. business culture

7. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 7 The Concept of Culture Shared system –Beliefs –Symbols –Attitudes –Values –Expectations –Norms

8. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 8 Characteristics of Cultures Automatic Coherent Complete

9. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 9 Negative Cultural Attitudes Ethnocentrism Xenophobia Stereotyping

10. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 10 Cultural Pluralism Avoiding assumptions Avoiding judgments Acknowledging distinctions

11. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 11 Recognizing Variations in a Diverse World Contextual Legal and ethical Social Nonverbal Age Gender Religion Ability

12. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 12 Cultural Context High-context and low-context –Decision-making practices –Problem-solving techniques –Negotiating styles

13. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 13 Legal and Ethical Behavior Seek common ground Withhold judgment Send honest messages Respect differences

14. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 14 Social Behavior Differences Work and success Roles and status Use of manners Concepts of time

15. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 15 Nonverbal Differences Greetings and touching Personal space Facial expressions Eye contact Posture Formality

16. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 16 Age Differences Types of culture –Youth-oriented –Senior-oriented Cultural associations –Power –Respect –Freedom

17. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 17 Gender Differences Existing workplace cultures Communication styles

18. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 18 Religious Differences Personal beliefs Inclusive workplaces

19. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 19 Ability Differences Assistive technologies –Customers –Colleagues

20. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 20 Adapting to U.S. Business Culture Individualism Equality Privacy and personal space Time and schedules Religion Communication style

21. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 21 Improving Intercultural Communication Skills Study other cultures and languages Respect communication styles Speak and write clearly Listen carefully Use interpreters or translators Help others adapt to your culture

22. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 22 Studying Other Cultures Social customs Clothing and food Political patterns Religious and folk beliefs Economics and business Ethics, values, and laws

23. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 23 Learning Languages Facilitate communication Promote business relationships

24. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 24 Respecting Communication Preferences Degree of formality Level of directness Writing or speaking

25. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 25 Writing Clearly Use simple, clear language Be concise (brief) Use transitional elements Address correspondence properly Cite numbers/dates carefully Avoid slang, idioms, and jargon Avoid humor or popular culture references

26. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 26 Intercultural Conversations Speak slowly and clearly Rephrase as needed Seek feedback Don’t patronize Double check for agreement

27. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 27 Listening Carefully Learn vocal patterns Show respect Ask questions

28. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 28 Using Interpreters or Translators Human beings –Interpretation –Cultural context –Non-verbal cues Software –Translation –Words and phrases –Gist of the message

29. © Prentice Hall, 2008 Business Communication Today, 9eChapter 3 - 29 Helping Others Adapt Speaking and listening –Conference calls –Face-to-face conversations Reading and writing –Intranet sites –Email and instant messaging