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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 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