1. Intercultural Business Communication
WANG Guanglin，

2. Course Overview
Unit 1: The Intercultural Challenge in International Business Unit 2: Communication: an Intercultural Perspective Unit 3: Culture, Language and Communication Unit 4: Dimensions of Culture in International Business Unit 5: Cultural Shock and Intercultural Adaptation Unit 6: Intercultural Communication Competence Unit 7: Verbal Communication in International Business Unit 8: Cultural Translation and International Business Unit 9: Non-verbal Communication in International Business Unit 10: Intercultural Business Etiquette and Protocol Unit 11: Intercultural Marketing Communication Unit 12: Intercultural Business Negotiation Unit 13: Intercultural Management Communication Unit 14: Team Work & Leadership across Cultures Unit 15: Job Searching Skill in Global Workplace

3. Unit Layout 1. Learning Objective
2. Case and case analysis (including video)
3. Intercultural Business Communication
Theories
4. Summary
5. Communication workshop skills
6. Key terms
7. Chapter Review Quiz
8. Study questions

4. Why Intercultural Business Communication
根据高盛集团（Goldman Sachs Group）统计， 新兴市场过去20年股票涨了5倍，达到80万亿美 元。
根据英国贸易和投资办公室（UK Trade and Investment office (UKTI)）的统计，到2030年， 93%的世界中产阶级将会生活在新兴市场。全球 经济与跨文化沟通能力亟待加强。
根据世界贸易组织的研究，到了年末，全球创新 1000强(Global 1000)中，70%的工人将会是非 母语工作人员。

5. Why Intercultural Business Communication
根据（McKinsey Global Institute）的研究统 计，“新兴市场国家只有13%的大学生适合在 跨国公司工作，其不适应的主要原因就是英语 技能差”。
环球英语（Global English）2010年对152个 国家26000名客户调查，92%的雇员认为英语 对他们工作至关重要。

6. Why Intercultural Business Communication
美国（The U.S. Department of Education）指 出，到了21世纪，60%的工作现有人员中只有 20%能够胜任，因为到了现代社会，交际是生存 的重要技能，而他们大多欠缺。
年，《哈佛商业评论》:“那些将更多 的资金投入到人才管理中的机构会在各个方面大 大超过竞争对手，包括每股收益、毛利率和每个 员工的市值”。

7. Why You Need to Build Career Skills
Strong communication skills are:
necessary for hiring.
top skill set sought by employers.
critical for promotion.
essential for effective job performance.
more important now as a result of technology.
learned through instruction and practice.

8. Ensure Your Success as a Knowledge Worker
In today’s Information Age, expect to
work with words, figures, and data
think critically
make decisions
take charge of your career
continue learning all your life

9. Factors that Affect You in the New Workplace
Heightened global competition
Interconnectedness of cultures
Flattened management hierarchies
Expanded team-based management
Innovative communication technology
New work environments
Increasingly diverse workforce

10. Aphorism We are what we think.
All that we are arises with our thoughts.
With our thoughts we make the world.
---- Gautama Buddha (c. 563 – c. 483 BC)

11. Unit 1: The Intercultural Challenge in International Business
Chapter objective:
By the end of this chapter, you should be
able to
understand the impact of globalization on intercultural communication
understand to what extent your reactions, behaviors, and practices are culturally conditioned.
identify, accept and adjust to cultural differences

12. Unit 1: The Intercultural Challenge in International Business
identify and solve potential problems in intercultural communication
apply communication ideas and concepts to effective practices in intercultural communication
adjust to culturally based differences in communication style and differences in perception
apply and analyze cases related to cultural practices in international business.

13. Case 1 Confucius Institute in Slovenia W and H Issue
When and where did this story happen?
Who was involved?
What kind of communication or mis- communications occurred?
How did you feel at the time?
How far did you feel the incident was caused by cultural factors?
How was the situation changed after communication?

14. 1. Globalization and International Business
‘globalization functions as a set of texts, ideas, goals, values, narratives, dispositions and prohibitions, a veritable template for ordering and evaluating activities, which is “filled in” or inflected with the interests of whoever can access it’ (Tony Schirato, Jen Webb, Understanding Globalization, London: Sage Publications, 2003 : 200)

15. 1. Globalization and International Business
Theodore Levitt’s (1983) article “Globalization of Markets”.
"We could be sitting here, somebody from New York, London, Boston, San Francisco, all live. And maybe the implementation is in Singapore, so the Singapore person could also be live here .. . That's globalization," Thomas L. Friedman. The World is Flat: A Brief History of the Twenty-first Century. Picador I Farrar, Straus and Giroux: New York, p. 6.
Globophilia vs. Globophobia

16. Globalization & China
China’s accession to the World Trade Organization (WTO) in 2001
Of top 10 companies in Fortune 500, 3 are Chinese companies, and 92 Chinese companies are listed in Global 500 companies.
The Apple, Volkswagen, NIKE, Starbucks, Coca- Cola, McDonald’s, and Kentucky Fried Chicken are ubiquitous; DuPont; Alcatel;
At the same time, powerful Chinese domestic multinationals such as Huawei, Geely (Jili), Haier, Lenovo, PetroChina and SinoPec are shaking the world with their own economic power.

17. Globalization of Markets
McDonald’s busiest location is not in US.
KFC is available over 11,000 locations in over 80 countries
In 2010, Toyota employed 325,905 people in the world, and As of March 2013, Japan is Toyota's largest hybrid market, with million Toyota and Lexus hybrids sold. As of the end of Dec. 2012, Toyota conducts its business worldwide with 52 overseas manufacturing companies in 27 countries and regions. Toyota's vehicles are sold in more than 160 countries and regions.
GM collected revenues of $ billion, employed 212,000 people and operated in over 100 countries in

18. 2. Technology and the Internet
Facebook,
MySpace,
LinkedIn,
Weixin, Weibo
as of the end of June 2013, the number of China’s netizens reached 591 million, an increase of million compared to the end of 2012.

19. Internet Users in the World

20. 3. Demographic Changes

21. American Demographics

22. Demographic issues Population and energy population and consumption
How can we communicate with members of a culturally diverse workforce in ways that respect difference and help achieve organizational and individual goals?
How do members of the “sandwich generation” cope with the stresses of work and family concerns?

23. Demographic issues
What are the various communication patterns and needs of individuals from different age groups?
How can we use communication technology to design virtual workplaces for employees in a variety of locations?

24. 4. Global diaspora and multiculturalism
The salad bowl
Melting pot
Cultural mosaic
Unity in diversity or diversity in unity

25. 5. Global Environmental Issues
Al Gore (An Inconvenient Truth ,2006), humanity’s role in climate change and the task governments, businesses, and individuals. (Show film)
December 2005, an earthquake created a tsunami along the coastal areas of 11 Indian Ocean nations, killing an estimated 230,000 people32 and leaving millions homeless.

26. 5. Global Environmental Issues
October 2005, an earthquake in the Kashmir region, claimed as many as 79,000 lives and forced 3.5 million people into refugee camps.
May 2008, an earthquake devastated Sichuan Province in central China.

27. Eco Issues Economic vs. ecologic Sand storm Air-pollution (PM 2.5)
Hot weather
Oil leakage
Dead pigs phenomenon
Lung cancer (air), gastric cancer (food), liver cancer (water) – Ma Yun

28. Barriers to Intercultural Business Communication

29. When Cultures Collide

30. Definitions of culture
“Culture…is the collective programming of the mind that distinguishes the members of one group or category of people from others.”
(Geert Hofstede,Gert Jan Hofstede & Michael Minkov. Cultures and Organizations: Software of The Mind- Intercultural Cooperation and Its Importance for Survival. New York: McGraw-Hill p. 6)

31. Software of the mind

32. Sources of Culture Sources of culture Language Nationality
Education (general)
Profession (specialized education)
Group (ethnicity)
Religion
Family
Sex
Social class
Corporate or organizational culture

33. Barriers to Intercultural Communication
Attitude
Perceptions
Stereotypes
Interpretation
Interdependence
Cultural Shock
Reverse cultural shock

34. Perception Perception is a conscious sensory experience.
Rubin's vase: What can you get out of this picture?

35. Characteristics of Culture
Culture is learned
learning culture through proverbs
learning culture through folktales, legends and myths
Learning culture through art
Learning culture through mass media
Culture is shared
Culture is contextual
Culture is transmitted from generation to generation
Culture is dynamic
Culture is an integrated system

36. Dichotomies of culture
Edward T. Hall. High Context vs. low context
Edward T. Hall. Polychronic vs. mono- chronic
Geert Hofstede. Five Dimensions
Trompenaars: Seven Dimensions

37. Low Context vs. High Context
Adopted from Mary Ellen Guffey. Business Communication, Process & Product, 6th
Edition, Mason OH, South-Western Cengage. 2008, p. 75.

39. Polychronic vs. Monochronic

40. Trompenaars Components of Culture

41. Yin yang Model Paradox 东西 危机 舍得
cross-cultural communication, intercultural communication, interdiscourse communication.

42. Culture Shock

43. Intecultural Business Communication (Linda Beamer)

44. The Communication Process —— Basic Model
Feedback travels to sender 5
Receiver decodes message 4
Sender has idea 1
Sender encodes idea in message 2
Message travels over channel 3
Possible
additional feedback to receiver 6

45. The Communication Process – Expanded Model
Stimulus
Sending Channel
Person A
Person B
Encoding
Encoding
Understanding
Understanding
Decoding
Decoding
Feedback Channel

46. Barriers That Create Misunderstandings
Bypassing
Poor listening skills
Differing frames of reference
Lack of language skills
Emotional interference
Physical distractions

47. Listening （case analysis)聽
This Chinese word for listen (Ting), is composed of 耳、王、十、四、一、心, which implies that in order to listen effectively, a person needs to
1. use one’s ear to literally hear the words
2. use one’s mouth to express properly
3. to use one’s mind to understand the words

48. Listening （case analysis)
4. to use one’s eyes to observe the non-verbal messages
5. use one’s heart to understand the feelings of the speaker
6. and it is regarded as an sublime behavior as those who listen carefully are endowed with imperial ears

49. Overcoming Barriers That Cause Misunderstandings
Realize that communication is imperfect.
Adapt the message to the receiver.
Improve your language and listening skills.
Question your preconceptions.
Encourage feedback.

50. Key Concepts globalization Globophilia vs. globophobia outsourcing
climate change
demographics
population shifts

51. Key Concepts transmission model of communication
Intercultural communication vs. cross- cultural communication
High context vs. low context
Stereotype
Cultural shock

52. Activities
1. Explain the following statement: “In studying other cultures, we do so very often from the perspective of our own culture.”
2. Explain how changes in technology, the new global economy, and increases in the world’s population might affect you.
3. Explain how and why communication and culture are linked.

53. Activities
4. Explain the following statement: “When studying intercultural communication, you should be aware of the problems associated with individual uniqueness, stereotyping, objectivity, and assuming communication is a cure-all.”
5. Explain what is meant by the phrase “Communication is contextual.” Can you think of examples of how context has influenced your behavior?

54. Discussion ideas
1. How have your country or work been affected by issues such as globalization, climate change, and changing demographics? How do these issues have different effects on different people and different kinds of working environment?
2. What kind of cultural and management changes have been brought about by globalization? To what extent these changes enhance or reduce the quality of life for individuals in different working environments?

55. Discussion ideas
3. How would each of the communications discussed in this chapter help to deal with issues in national or international business? For instance, the BP oil spill in USA or food safety issues in China?
4. In small groups, discuss national or domestic news stories from the past week to determine under what circumstances cultures encountering one another display communication.

56. Discussion ideas
5. In small groups, discuss your interpretation of the following quote: “Globalization is political, technological, and cultural, as well as economic.”
6. In small groups, identify your culture or sub-culture.

57. Discussion ideas
7. Discuss with other members of your class the types of communication problems that have occurred when you have interacted with people from cultures different from your own.
8. In small groups, discuss the various ways in which the dominant culture influences and controls the values, attitudes, and behavior of sub-cultures.

58. Case studies: Critical Thinking
Walmart: (学生自己网上找案例）
老师设计3个问题：
1. In its international expansion policy, Wal-Mart followed the advice of Harvard professor Theodore Levitt, whose famous 1983 paper The Globalization of Markets advocated standardization, not localization: “Gone are accustomed differences in national or regional preference,”… and truly global firms sought to “force suitably standardized products and practices on the entire globe.” Should companies stick to a standardized approach or adapt to local markets?

59. Case studies: Critical Thinking
2. What domestic and global changes are taking place that encourage the international expansion of companies such as Wal-Mart?
3. What other U.S. businesses can you name that have merged with foreign companies or expanded to become multinational in scope? Have you heard of any notable successes or failures?
Compare and contrast Walmart & Carrefour.

60. Thank you!