1. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-1 Additional Internet Sites  http://www.bena.com/ewinters/sect2.html  http://www.bena.com/ewinters/  http://www.getcustoms.com/omnibus/iw- rts.html  http://www.css.edu/users/dswenson/web/C ULTURE/CULTDIM.HTM  http://www.AcrossCultures.net//  http://www.businessculture.com

2. Mgt 485 Chapter 8 Intercultural Communication Mgt-470 8-2 Irwin/McGraw-Hill [Modified by EvS]

3. Mgt-485 8-3 The Communication Process Sender Meaning EncodingMedium Decoding Receiver Interpretation Feedback

4. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-4 Overview of Communication 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 See Table 8-1, p. 196

5. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-5 External and Internal Communications External Internal Ex.) gov’t attempts to secure agreements with other nations regarding international trade US & China Ex.) Russian factory managers make greater use than US managers of direct, face-to-face communications

6. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-6 Verbal Communication Styles  Context  Indirect and Direct  High context = implicit & direct  Low-context = objective  Elaborate and Succinct  Elaborate / exacting / succinct  Contextual and Personal  Contextrual : speaker / relationship of parties  Personal: speaker / reduction of barriers  Affective and Instrumental  Affective = requires listener to listen & observe  Instrumental = goal-oriented See Table 8-2, p. 199

7. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-7 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

8. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-8 Downward Flow of Communications The transmission of information from manager to subordinate CEO V.P. xyzxyz

9. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-9 Upward Communication The transmission of information from subordinates to managers  to provide feedback, ask questions, or obtain assistance from higher-level management

10. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-10 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

11. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-11 Barriers to Effective Communication Filtering The deliberate manipulation of information to make it appear more favorable to the receiver. Selective Receiving communications on the basis of what one selectively Perception 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 Body language or intonation that sends the receiver another Cues message. When the two are not aligned, communication is distorted.

12. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-12 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.

13. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-13 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...

14. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-14 U.S. Proverbs Representing Cultural Values ProverbCultural 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, try, try again Take care of today, and tomorrow will take car of itself

15. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-15 U.S. Proverbs Representing Cultural Values ProverbCultural Value Time is moneyTime Thriftiness Don’t cry over spilt milkPracticality Waste not, want notFrugality Early to bed, early to rise, makes-Diligence; one healthy, wealthy, and wisework ethic A stitch in time saves nineTimeliness If at first you don’t succeed,Persistence; try, try againwork ethic Take care of today, andPreparation- tomorrow will take car of itselffor the future

16. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-16 Non-Verbal Communication  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) See Table 8-7, p. 211

17. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-17 Achieving Communication Effectiveness NEED TO: Improve Feedback Systems Provide Language Training Provide Cultural Training Increase Flexibility and Co- operation

18. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-18 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

19. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-19

20. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-20

21. Irwin/McGraw-Hill [Modified by EvS] Mgt-485 8-21