3 Intercultural Communication Business Communication: Process and Product, 8e Mary Ellen Guffey and Dana Loewy Instructor PowerPoint Library, 8e © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Learning Objective 1 Understand the powerful effects of globalization and the major trends fueling it. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Markets Go Global American companies in global markets must adapt to other cultures. Mergers, acquisitions, and buyouts stir growth beyond national boundaries. Increasingly even many home-grown businesses are controlled by global enterprises. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Michael Brown/Fotolia , © Maksim Pasko/Fotolia, © Fenton/Fotolia

Major Trends Fuel Globalization Stagnating or declining domestic markets Favorable trade agreements and removal of trade barriers Robust middle classes in emerging economies Advancements in transportation and logistics © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © HaywireMedia/Fotolia Information and communication technology breakthroughs

Domestic Workforce Is Becoming Increasingly Diverse Immigration makes intercultural communication increasingly necessary. Business commu- nicators must learn to adapt to an intercultural workforce and multinational companies. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © darren whittingham/Fotolia

Learning Objective 2 Define culture, name its primary characteristics, and explain five key dimensions of culture including context, individualism, time orientation, power distance, and communication style. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Characteristics of Culture Culture is learned. Cultures are inherently logical. Culture is the basis of self-identity and community. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia Culture combines the visible and invisible. Culture is dynamic.

Individualism and collectivism Dimensions of Culture High and low context Individualism and collectivism © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © freshidea/Fotolia, © viktor88/Fotolia, © Sashkin/Fotolia © miskolin/Fotolia, © TAlex/Fotolia Time orientation Power distance Communication style

High and Low Context Low-context cultures High-context cultures Tend to be logical, linear and action oriented. Tend to be relational, collectivist, intuitive, and contemplative. Favor explicit messages that they consider to be objective, professional, and efficient. Leave much unsaid and transmit communication cues by posture, voice inflection, gestures, and facial expression. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © freshidea/Fotolia

Individualism and Collectivism Low-context cultures High-context cultures Tend to prefer initiative, self-assertion, and personal achievement. Tend to prefer group values, duties, and decisions. Believe in individual action and personal responsibility. Emphasize membership in organizations, groups, and teams. © 2015Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © viktor88/Fotolia Desire a large degree of freedom in their personal lives. Encourage acceptance of group values, duties, and decisions.

Time Orientation Time is precious to North Americans. Time correlates with productivity, efficiency, and money. © 2015Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Sashkin/Fotolia Time is seen as unlimited and never-ending in some cultures. South Americans have a more relaxed concept of time.

Power Distance Hofstede’s Power Distance Index compares societies based on how far the less powerful members of organizations and institutions accept an unequal distribution of power. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © miskolin/Fotolia

Power Distance High power distance countries Low power distance countries Subordinates expect formal hierarchies and embrace relatively authoritarian, paternalistic power relationships. Subordinates consider themselves as equals of their supervisors. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © miskolin/Fotolia Relationships between individuals of varying power tend to be more democratic, egalitarian, and informal.

Communication Style Low-context cultures High-context cultures Emphasize words, directness, and openness; people tend to be informal, impatient, and literal. Rely on nonverbal cues and the total picture to communicate; meanings are embedded at many sociocultural levels. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © TAlex/Fotolia

Characteristics of High- and Low-Context Cultures Japanese Arab Latin American Spanish English Italian French N. American Scandinavian German Swiss High Context High-Context Cultures Relational Collectivist Intuitive Contemplative © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Low-Context Cultures Logical Linear Individualistic Action-oriented Low Context

Proverbs Reflect Culture U.S. Proverbs He who holds the gold makes the rules. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © puckillustrations/Fotolia Waste not, want not. The early bird gets the worm. If at first you don’t succeed, try, try again.

Proverbs Reflect Culture Chinese Proverbs A man who waits for a roast duck to fly into his mouth must wait a very, very long time. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © puckillustrations/Fotolia A man who says it cannot be done should not interrupt a man doing it.

Proverbs Reflect Culture Other Proverbs No one is either rich or poor who has not helped himself to be so. (German) © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © puckillustrations/Fotolia Words do not make flour. (Italian) Wealth that comes in at the door unjustly goes out at the windows. (Egyptian)

Learning Objective 3 Discuss strategies for enhancing intercultural effectiveness, reflect on nonverbal intercultural communi-cation, assess how social media affect intercultural communication, and apply techniques for successful oral and written interactions across cultures. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Strategies for Improving Your Intercultural Effectiveness Building cultural self-awareness Understanding generalizations and stereotyping Being open-minded Curbing ethnocentrism © 2015Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Andres Rodriguez/Fotolia Saving face

Oversimplified behavioral pattern applied uncritically to groups How We Form Judgments Negative! Stereotype Oversimplified behavioral pattern applied uncritically to groups © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Rigid attitude based on erroneous beliefs or preconceptions How We Form Judgments Negative! Prejudice Rigid attitude based on erroneous beliefs or preconceptions © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Prototype How We Form Judgments Positive! Prototype Mental representation based on characteristics that are flexible and open to new definitions © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

How We Form Judgments Question 1: Why is it important to make generalizations in describing cultural prototypes? © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Are all generalizations invalid? How We Form Judgments Question 2: Are all generalizations invalid? © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Successful Nonverbal Intercultural Communication Deciphering nonverbal messages is even more difficult when cultures differ. Although nonverbal behavior is problematic between cultures, it conveys meaning. © 2015Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © nito/Fotolia Gestures can create very different reactions in different cultures; be careful in using and interpreting them.

Techniques for Achieving Intercultural Competence Descriptiveness: Giving descriptive feedback instead of judgmental feedback Nonjudgmentalism: Being tolerant, which helps prevent defensive reactions. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Supportiveness: Encouraging others with head nods, eye contact, and facial expressions.

How Technology and Social Media Affect Intercultural Communication Social media may potentially bridge cultural differences as well as reinforce them. The online environment may deepen feelings of isolation. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Iosif Szasz-Fabian/Fotolia Global businesses adopt technology to a varying degree, revealing each culture’s values and norms. In real life as online, we gravitate toward people who seem like us.

Social Networking: Erasing or Deepening Cultural Differences Regional and cultural differences persist. Media designers adapt to cultural preferences. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © glopphy/Fotolia, © nattstudio/Fotolia However, aside from language, regional differences on Facebook and Twitter seem minor.

Improving Conversations in Intercultural Environments Learn foreign phrases. Use simple English. Speak slowly and enunciate clearly. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © iQoncept/Fotolia Observe eye messages. Encourage accurate feedback.

Enhancing Intercultural Oral Communications Accept blame. Listen without interrupting. Smile when appropriate. Follow up in writing. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © puckillustrations/Fotolia

Improving Intercultural Written Communication Adjust your writing style and tone. Avoid humor to prevent misunderstandings. Use short sentences and short paragraphs. Observe title and rank. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © raven/Fotolia

Improving Intercultural Written Communication Avoid ambiguous expressions. Strive for clarity. Use correct grammar. Cite numbers carefully. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © raven/Fotolia

Learning Objective 4 Grasp the complexities of ethics across cultures, including business practices abroad, bribery, prevailing customs, and methods for coping. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Doing Business Abroad © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © smarques27/Fotolia Business people may encounter bribery, child-labor abuse, environment mistreatment, and unscrupulous business practices. U.S. laws require increasing scrutiny of business ethics abroad. Most companies doing business abroad have ethical codes of conduct.

Anti-Bribery Laws Foreign Corrupt Practices Act of 1977 – prohibits payments to foreign officials for the purpose of obtaining or retaining business; applies only to U.S. companies. Sarbanes-Oxley Act – a tool in the anticorruption battle; forbids off-the-book bribes. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Global treaty promoted by the Organization for Economic Cooperation and Development (OECD) in 1999 – bans bribery of foreign government officials.

Ethical Decision Making Across Borders Broaden your view. Avoid reflex judgments. Find alternatives. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © smarques27/Fotolia, © denis_pc/Fotolia Refuse business if options violate your basic values.

Ethical Decision Making Across Borders Embrace transparency. Don’t rationalize shady decisions. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © smarques27/Fotolia, © denis_pc/Fotolia Resist legalistic strategies.

Applying the Five-Question Test to Intercultural Dilemmas Even in another culture, these questions can guide your decisions: Is the action legal? 1 Would you do it if you were on the opposite side? 2 © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Can you rule out a better alternative? 3 Would a trusted advisor agree? 4 Would family, friends, employer, or co-workers approve? 5

Learning Objective 5 Explain the advantages and challenges of workforce diversity, and address approaches for improving communication among diverse workplace audiences. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Benefits of Workplace Diversity Diverse Staff Members Diverse Teams Better able to read trends and respond to diverse customers at home and abroad Better equipped to create products that markets require © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia Come up with more creative and effective problem-solving techniques More likely to see opportunities that a homogeneous group would miss

Benefits of Workplace Diversity Diverse Consumers Want to deal with companies that respect their values and reflect themselves Demand specialized goods and services tailored to their needs © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia Companies that figure out the diversity challenge have a competitive advantage.

Benefits of Workplace Diversity to Businesses Companies that cultivate diversity suffer fewer discrimination lawsuits, fewer union clashes, and less government scrutiny. Diversity is a critical bottom-line business strategy to improve employee relationships and to increase productivity. The government and corporations increasingly contract only with suppliers who can show “cultural readiness.” © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © andris_torms/Fotolia

Diversity and Discord Diversity can cause divisiveness, discontent, and clashes. Many identity groups may have legitimate gripes (gender issues, sexism, harassment, communication style). © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Improving Communication Among Diverse Workplace Audiences Seek training. Understand the value of differences. Don’t expect conformity. Make fewer assumptions. Build on similarities. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc/Fotolia

END © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © kyoko/Fotolia