Mgt 485 CHAPTER 8

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Mgt 485CHAPTER 8

• Intercultural Communication

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Additional Internet Sites

• http//www.css.edu/users/dswenson/web/CULTURE/CULT
  DIM.HTM
• http//www.bena.com/ewinters/sect2.html
• http//www.getcustoms.com/2004GTC/quiz.html
• http//www.sietar.de/SIETARproject/Assessmentsins
  truments.html
• http//www.AcrossCultures.net//
• http//www.businessculture.com

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The Communication Process
Sender Meaning
Encoding
Medium
Feedback
Decoding
Receiver Interpretation
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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
DONT In Great Britain, do not talk about
Politics, Money, or Prices
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External and Internal Communications
External
Ex.) govt 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
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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

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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
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Downward Flow of Communications
The transmission of information from manager to
subordinate
CEO
V.P.
V.P.
x
y
z
x
y
z
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Upward Communication

• The transmission of information from subordinates
  to managers
• to provide feedback, ask questions, or obtain
  assistance from higher-level management

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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
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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.

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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.
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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...
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U.S. Proverbial / Cultural Values
Proverb Cultural Value
Time is money Dont 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 dont succeed,
try, try
again Take care of today, and

tomorrow will take care of itself
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U.S. Proverbial / Cultural Values
Proverb Cultural Value
Time is money Time Thriftiness Dont 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
dont succeed, Persistence work ethic

try, try again Take care of today,
and Preparation for the future

tomorrow will take care of itself
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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)

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Achieving Communication Effectiveness
NEED TO Improve Feedback Systems
Provide Language Training Provide Cultural
Training Increase
Flexibility and Co-operation
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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.
http//www.awesomelibrary.org/multiculturaltoolkit
-use.html
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Intercultural Sensitivity Stages
http//www.awesomelibrary.org/multiculturaltoolkit
-stages.html

• 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 others 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

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Key Points of Intercultural Communication
http//www.jobweb.com/resources/library/Workplace_
Culture/Key_points_of_13_01.htm

• 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
  stylesyou 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 Whats 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 dont judge people because
  of the way they speak.

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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

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