1. Intercultural Communication
Mgt 485 CHAPTER 8
Intercultural Communication
Irwin/McGraw-Hill [Modified by EvS]

2. Additional Internet Sites
Irwin/McGraw-Hill [Modified by EvS]

3. The Communication Process
Sender Meaning
Encoding
Medium
Feedback
Decoding
Receiver Interpretation
Irwin/McGraw-Hill [Modified by EvS]

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

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

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

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
Irwin/McGraw-Hill [Modified by EvS]

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

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

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
Irwin/McGraw-Hill [Modified by EvS]

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

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.
Irwin/McGraw-Hill [Modified by EvS]

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...
Irwin/McGraw-Hill [Modified by EvS]

14. U.S. Proverbial / Cultural Values
Proverb Cultural 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 care of itself
Irwin/McGraw-Hill [Modified by EvS]

15. U.S. Proverbial / Cultural Values
Proverb Cultural Value
Time is money Time Thriftiness
Don’t cry over spilt milk Practicality
Waste not, want not Frugality
Early to bed, early to rise, makes- Diligence; work ethic one healthy, wealthy, and wise
A stitch in time saves nine Timeliness
If at first you don’t succeed, Persistence; work ethic try, try again
Take care of today, and Preparation for the future tomorrow will take care of itself
Irwin/McGraw-Hill [Modified by EvS]

16. Non-Verbal Communication
See Table 8-7, p. 213
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)
Irwin/McGraw-Hill [Modified by EvS]

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

18. It is not the degree of difference between groups that causes harm
It is not the degree of difference between groups that causes harm. Rather, it is the lack of skill in identifying breaches of trust based on ethnic differences and the lack of skill in restoring trust once it is broken.
Irwin/McGraw-Hill [Modified by EvS]

19. Intercultural Sensitivity Stages
Denial
Does not recognize cultural differences
Defense
Recognizes some differences, but sees them as negative
Minimization
Unaware of projection of own cultural values; sees own values as superior
Acceptance
Shifts perspectives to understand that the same "ordinary" behavior can have different meanings in different cultures
Adaptation
Can evaluate other’s behavior from their frame of reference and can adapt behavior to fit the norms of a different culture
Integration
Can shift frame of reference and also deal with resulting identity issues
Irwin/McGraw-Hill [Modified by EvS]

20. Key Points of Intercultural Communication
When communications cause conflict, be aware that problems might have more to do with style or process than with content or motives.
Learn to understand different communication styles—you could even benefit through expanding your repertoire.
Communicating across cultures requires extra effort. Good communication requires commitment and concentration.
Although culture affects differences in communication patterns, there are many exceptions within each group depending on class, age, education, experience, and personality.
Remember that communication is a process and that the process varies among cultures. Look at what might be getting in the way of understanding. Constantly ask “What’s going on here?” and check your assumptions.
Avoid jokes, words, or expressions that are hot buttons, such as those that are based on ethnicity, race, or gender.
Use language that fosters trust and alliance.
Respect differences; don’t judge people because of the way they speak.
Irwin/McGraw-Hill [Modified by EvS]

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

22. Irwin/McGraw-Hill [Modified by EvS]

23. Irwin/McGraw-Hill [Modified by EvS]

24. Irwin/McGraw-Hill [Modified by EvS]