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Irwin/McGraw-Hill [Modified by EvS]
Mgt-485 8-1
Mgt 485
Chapter 8
Intercultural
Communication
Irwin/McGraw-Hill [Modified by EvS]
Mgt-470 8-2
The Communication
Process
Sender
Meaning
Encoding
Medium
Feedback
Receiver
Interpretation
Irwin/McGraw-Hill [Modified by EvS]
Decoding
Mgt-485 8-3
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]
Mgt-485 8-4
External and Internal
Communications
External
Ex.) gov’t attempts to secure
agreements with other nations
regarding international trade
Internal
Ex.) Russian factory managers
make greater use than US
US & China
managers of direct, face-to-face
communications
Irwin/McGraw-Hill [Modified by EvS]
Mgt-485 8-5
Verbal Communication
Styles
See Table 8-2, p. 199
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
Irwin/McGraw-Hill [Modified by EvS]
Mgt-485 8-6
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]
Mgt-485 8-7
Downward Flow of
Communications
The transmission of information from
manager to subordinate
CEO
V.P.
x
Irwin/McGraw-Hill [Modified by EvS]
y
V.P.
z
x
y
z
Mgt-485 8-8
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]
Mgt-485 8-9
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]
Mgt-485 8-10
Barriers to Effective Communication
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]
Mgt-485 8-11
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]
Mgt-485 8-12
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]
Mgt-485 8-13
U.S. Proverbs Representing Cultural
Values
Proverb
Cultural Value
Time is money
Don’t cry over spilt milk
Waste not, want not
Early to bed, early to rise, makesone 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
Irwin/McGraw-Hill [Modified by EvS]
Mgt-485 8-14
U.S. Proverbs Representing Cultural
Values
Proverb
Time is money
Don’t cry over spilt milk
Waste not, want not
Early to bed, early to rise, makesone healthy, wealthy, and wise
A stitch in time saves nine
Cultural Value
Time Thriftiness
Practicality
Frugality
Diligence;
work ethic
Timeliness
If at first you don’t succeed,
try, try again
Persistence;
work ethic
Take care of today, and
tomorrow will take car of itself
Preparationfor the future
Irwin/McGraw-Hill [Modified by EvS]
Mgt-485 8-15
Non-Verbal Communication
See Table 8-7, p. 211
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]
Mgt-485 8-16
Achieving Communication
Effectiveness
NEED TO:
Improve Feedback Systems
Provide Language Training
Provide Cultural Training
Increase Flexibility and Cooperation
Irwin/McGraw-Hill [Modified by EvS]
Mgt-485 8-17
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]
Mgt-485 8-18
Irwin/McGraw-Hill [Modified by EvS]
Mgt-485 8-19
Irwin/McGraw-Hill [Modified by EvS]
Mgt-485 8-20
Irwin/McGraw-Hill [Modified by EvS]
Mgt-485 8-21