International Business Negotiations Communicating Effectively Across Cultures

Learning Objectives Identify trends in international business communication Be aware of the role of language in international business Understand the many different ways to communicate across culture, including nonverbal communication

Overview Value of communications savvy Spoken and written communication Nonverbal communication

Value of Communications Savvy in International Setting Negotiations Decision making Strategy Understand and interpret behavior Leadership

Communication Styles A common style of communicating that is tacit and difficult for people in other cultures to appreciate Use of irony Sarcasm Understatement Body language

Spoken & Written Communication Language most important way to communicate Language impacts culture Over 2,500 languages 8,000 dialects 10 languages represent majority

The Ten Most Widely Used Native Languages in the World

Speaking Other Languages International managers must either Speak the language or Trust a translator Dealing with language can be expensive Definition of language competence varies

Americans on Foreign Languages and Foreigners on English

English & the International Environment Few U.S. citizens speak a second language English most popular second language Many MNCs use English Technology & publications often in English Some resistance to English dominance

Percentage of World Output Tied to Language Group

Relative Ranking of Developed and Developing countries on Knowledge of Foreign Languages and Cultures

Relative Ranking of Developed and Developing countries on Knowledge of Foreign Languages and Cultures (Cont’d)

Communicating in a Foreign Language Advantage Language proficiency ≠ Effective communication Accent and usage variations Many dialects Multiple languages within a country

Implications for Business Translation errors Cultural communication context i.e., ways to say no Missed meaning in local context

Ways to Avoid Saying No in Japanese

Embarrassment & Apology Dealing with miscommunication Loss of face Embarrassment Shame

Embarrassment & Apology (Cont’d) Responses to miscommunication Direct or indirect Justifications and attributions Admission of guilt Show of humility

Apologies in the U.S. and Japan: Study of Conduct Manuals 39 modifiers most frequent sincere brief Japan 79 modifiers most common sunao–submissive, compliant, obedient seii o motte–in good faith, with sincerity kokoro kara–from the heart Adapted from: Naomi Sugimoto. (1998). Norms of apology depicted in U.S. American and Japanese literature on manners and etiquette. International Journal of Intercultural Relations 22, 3.

Content of Apologies U.S Japan Emphasize originality of words Construction, and linguistic formula is emphasized Little repetition is used Repetition is used as a marker (i.e., Sorry, sorry) Includes accounts for behavior There is not consensus on the inclusion of accounts Expressions of desire to maintain relationship Self-castigation and references to violations of the victim’s “face” are often included Message adopted to the individual recipient Message adopted based on the nature of the relationship with the recipient Adapted from: Naomi Sugimoto. (1998). Norms of apology depicted in U.S. American and Japanese literature on manners and etiquette. International Journal of Intercultural Relations 22, 3.

Embarrassment & Apology MNCs should prepare employees to handle Apologies Face management Accounts and explanations

Compliments as Communication Variations in use of praise Tied to underlying cultural norms Individualist use more than collective cultures

Criticism as Communication Differences in use of criticism High- versus low-context cultures Group orientation and importance of “face”

Receiving and interpreting cues from others Monitoring Others Receiving and interpreting cues from others Effective tool for understanding Self-monitoring—differences in ability to understand how one is perceived by others in a social setting Individualist more self-focused Collectivists more focused on situational cues

Written Communication Volume (e.g., e-mail) Can be as difficult as verbal Formality, courtesy, directness, & length are impacted by culture Bypassing—same word, different definitions

An Analysis of Letters Written to and Received From Foreign Countries

Nonverbal Communication Subtle cures used to communicate within and across cultures Conveying messages without words or writing

Nonverbal Communication (Cont’d) Can include How one stands – Eye contact What one wears – Movements Facial expressions – Gestures Body posture – Alignment

Nonverbal Communication (Cont’d) Interpersonal space—physical space between people Haptics—use of touch as communication tool Vocal qualities—characteristics of voice such as speed & loudness

Context and Nonverbal Communication High-context Setting, surroundings & cultural norms provide input Low-context Require explicit statement of facts to convey message

Characteristics of Communication in Low- and High-Context Cultures

Improving Your Cross-Cultural Communication Skills: Four Basic Suggestions