1. Intercultural AND International Business Communication

2. Importance of Business Writing Direct influence of on-the-job writing: Direct influence of on-the-job writing: your performance evaluationsyour performance evaluations your professional reputationyour professional reputation your company’s productivity & success in the marketplaceyour company’s productivity & success in the marketplace 21 st -Century Marketplace = GLOBAL 21 st -Century Marketplace = GLOBAL Global Business Ethics Global Business Ethics

3. 3 CORPORATE CULTURE

4. 4 I. CORPORATE CULTURE A) DEFINITION: personality of the company personality of the company main features of life at a company main features of life at a company quality of life at a company quality of life at a company

5. 5 I. CORPORATE CULTURE B) INFLUENCES on CORPORATE CULTURE: 1. Company History accumulated traditionsaccumulated traditions spirit of the foundersspirit of the founders facts of originsfacts of origins mythology of originsmythology of origins pictures on the wallspictures on the walls “When ol’ CW started this place….”“When ol’ CW started this place….”

6. 6 I. CORPORATE CULTURE B) INFLUENCES on CORPORATE CULTURE: 2. Type of Business = Type of Culture nontraditional culture:nontraditional culture: flexible, chaotic, flexible, chaotic, innovative innovative upstart computer co. upstart computer co. traditional culture:traditional culture: inflexible, formal, inflexible, formal, custom-laden custom-laden decades-old publishing co. decades-old publishing co.

7. 7 I. CORPORATE CULTURE B) INFLUENCES on CORPORATE CULTURE: 3. Management Style Who’s making the decisions?Who’s making the decisions? Rigid hierarchy?Rigid hierarchy? Open decision-making process?Open decision-making process?

8. 8 I. CORPORATE CULTURE B) INFLUENCES on CORPORATE CULTURE: 4. Other Influences its values its values its attitude toward its customersits attitude toward its customers its attitude toward its employeesits attitude toward its employees

9. 9 I. CORPORATE CULTURE C) INFLUENCES of CORPORATE CULTURE: The hiring or promoting process The hiring or promoting process The decision-making process The decision-making process The policies regarding company documents: The policies regarding company documents: how they are writtenhow they are written how they are reviewedhow they are reviewed Attitudes concerning “Quality” Attitudes concerning “Quality”

10. 10 I. CORPORATE CULTURE D) QUALITY: An Aspect of Corporate Culture An Aspect of Corporate Culture “Quality Assurance”“Quality Assurance” “Total Quality Management”“Total Quality Management” “Continuous Improvement”“Continuous Improvement” The effort to give customers better goods, better servicesThe effort to give customers better goods, better services Permeates the entire organizationPermeates the entire organization especially company writing especially company writing

11. 11 I. CORPORATE CULTURE D) QUALITY: How to develop or extend Quality? How to develop or extend Quality? 1) Customer Comes 1st: Reader Analysis:Reader Analysis: before writing before writing strive to understand the reader’s needs strive to understand the reader’s needs Both internal & external readers = “customers”Both internal & external readers = “customers”

12. 12 I. CORPORATE CULTURE D) QUALITY: How to develop or extend Quality? How to develop or extend Quality? 2) Teamwork: Teamwork vs. internal competitionTeamwork vs. internal competition Company goals vs. individual achievementsCompany goals vs. individual achievements Group writingGroup writing collaborative projects collaborative projects bolsters employee cooperation & interaction bolsters employee cooperation & interaction writers, tech. experts, editors, graphic artists –writers, tech. experts, editors, graphic artists – work together for common goalwork together for common goal

13. 13 I. CORPORATE CULTURE D) QUALITY: How to develop or extend Quality? How to develop or extend Quality? 3) Employee Involvement: open to suggestions for improvementopen to suggestions for improvement employee opinions = important, valuedemployee opinions = important, valued promotes motivationpromotes motivation ex: suggest changes in document style, formatex: suggest changes in document style, format 4) Long-Term Investments: employee trainingemployee training at all levelsat all levels writing, speaking, presentingwriting, speaking, presenting update writing manuals (format & style)update writing manuals (format & style)

14. 14 GLOBAL WORKPLACE

15. 15 II. GLOBAL WORKPLACE A) Strategies for Understanding Cultures: Understand that “Global Workplace” Understand that “Global Workplace”= diversity of employeesdiversity of employees diversity of customersdiversity of customers intercultural communicationintercultural communication international communicationinternational communication

16. 16 II. GLOBAL WORKPLACE A) Strategies for Understanding Cultures: Don’t only emphasize the differences Don’t only emphasize the differences can lead to inaccurate stereotypescan lead to inaccurate stereotypes Don’t only emphasize the similarities Don’t only emphasize the similarities can ignore significant cultural differencescan ignore significant cultural differences

17. 17 II. GLOBAL WORKPLACE A) Strategies for Understanding Cultures: Understand what people do AND why they do them Understand what people do AND why they do them Realize linguistic fluency does not = cultural fluency Realize linguistic fluency does not = cultural fluency

18. 18 II. GLOBAL WORKPLACE A) Strategies for Understanding Cultures: Understand that different cultures = Understand that different cultures = different ways of thinkingdifferent ways of thinking different ways of actingdifferent ways of acting different expectations in communicationdifferent expectations in communication

19. 19 II. GLOBAL WORKPLACE A) Strategies for Understanding Cultures: Foster “Interculturalism” Foster “Interculturalism” Develop “Intercultural Business Communication Skills” (IBCS) Develop “Intercultural Business Communication Skills” (IBCS)

20. 20 II. GLOBAL WORKPLACE B) 5 Strategies for IBCS: 1. Train employees at all levels in “intercultural business communication skills” 2. Train employees at all levels in “intercultural business communication skills” early in their careers

21. 21 II. GLOBAL WORKPLACE B) 5 Strategies for IBCS: 3. Allow foreign travel for more than top executives 4. Encourage a climate of excitement & adventure

22. 22 II. GLOBAL WORKPLACE B) 5 Strategies for IBCS: 5. Hire people with related IBC skills: interpersonal skillsinterpersonal skills language abilitylanguage ability sense of adventuresense of adventure open attitudeopen attitude more than specific technical skillsmore than specific technical skills (Varmer & Beamer)

23. 23 II. GLOBAL WORKPLACE C) 10 Questions in IBC: (reader analysis) 1. WORK: What are their views on work & work rules?What are their views on work & work rules? 2. TIME: What is their approach to time –What is their approach to time – appointments, deadlines appointments, deadlines response time expectations response time expectations work-day hours or hours of operation work-day hours or hours of operation

24. 24 II. GLOBAL WORKPLACE C) 10 Questions in IBC: 3. BELIEFS: What are the dominant religious & philosophical belief systems of their cultureWhat are the dominant religious & philosophical belief systems of their culture AND how do such systems affect business?AND how do such systems affect business? 4. GENDER: What are their views of gender equality in the workplaceWhat are their views of gender equality in the workplace AND how do such views affect their actions?AND how do such views affect their actions?

25. 25 II. GLOBAL WORKPLACE C) 10 Questions in IBC: 5. PERSONAL RELATIONSHIPS: What degree of value is placed on close personal relationships among people doing business with each other?What degree of value is placed on close personal relationships among people doing business with each other? 6. TEAMS: What part does teamwork play in their businessWhat part does teamwork play in their business AND how is individual initiative perceived?AND how is individual initiative perceived?

26. 26 II. GLOBAL WORKPLACE C) 10 Questions in IBC: 7. COMMUNICATION PREFERENCES: What types of business communication are most valuedWhat types of business communication are most valued formal or informal writing, presentations, meetings; formal or informal writing, presentations, meetings; email or telephone conversations (other)? email or telephone conversations (other)? 8. NEGOTIATING: What are their expectations for the negotiation processWhat are their expectations for the negotiation process AND how do they convey negative information?AND how do they convey negative information?

27. 27 II. GLOBAL WORKPLACE C) 10 Questions in IBC: 9. BODY LANGUAGE: What types of body language are most common in their cultureWhat types of body language are most common in their culture AND how do they differ from your own?AND how do they differ from your own? 10. WRITING OPTIONS: What writing conventions are most important to them – style, organization –What writing conventions are most important to them – style, organization – AND how important is design in relationship to content & organization?AND how important is design in relationship to content & organization?

28. 28 II. GLOBAL WORKPLACE “Intercultural Knowledge =POWER in the International Workplace”

29. 29 II. GLOBAL WORKPLACE Allows you to be prepared Allows you to adjust communication strategies for success Demonstrates your levels of DiversityDiversity RespectRespect OpennessOpenness PreparednessPreparedness Respect begets Respect Respect begets Business

30. 30 II. GLOBAL WORKPLACE D) Strategies for Communicating with Cultures (1) Guidelines for Cross-Cultural Fluency: Be flexibleBe flexible business 1st vs. friendship 1st? business 1st vs. friendship 1st? Be respectfulBe respectful sincerely approach business dealings sincerely approach business dealings inter-business = inter-personal relationships inter-business = inter-personal relationships

31. 31 II. GLOBAL WORKPLACE D) Strategies for Communicating with Cultures (1) Guidelines for Cross-Cultural Fluency: Be nonjudgmental @ the business at handBe nonjudgmental @ the business at hand listen 1st vs. debate, opinions listen 1st vs. debate, opinions Be nonjudgmental @ personal beliefsBe nonjudgmental @ personal beliefs understand that other political, religious, personal ideas exist understand that other political, religious, personal ideas exist other than our own other than our own

32. 32 II. GLOBAL WORKPLACE D) Strategies for Communicating with Cultures (1) Guidelines for Cross-Cultural Fluency: Be tolerant of ambiguityBe tolerant of ambiguity patiently assess the rules of engagement when unsure, w/o visible frustration patiently assess the rules of engagement when unsure, w/o visible frustration Be empatheticBe empathetic understand their needs & perspective understand their needs & perspective Be able to take turnsBe able to take turns balanced exchange of information balanced exchange of information don’t dominate don’t dominate don’t “wallflower” don’t “wallflower”

33. 33 II. GLOBAL WORKPLACE D) Strategies for Communicating with Cultures (2) Guidelines for Writing: Remove the ambiguityRemove the ambiguity KISS KISS simple syntax & short sentences simple syntax & short sentences to avoid misunderstandings to avoid misunderstandings Define technical termsDefine technical terms well-defined terminology well-defined terminology include a glossary for international projects include a glossary for international projects

34. 34 II. GLOBAL WORKPLACE D) Strategies for Communicating with Cultures (2) Guidelines for Writing: Use many headings & subheadingsUse many headings & subheadings to help find information quickly & easily to help find information quickly & easily Use much “white space”Use much “white space” to make the document easier to read to make the document easier to read to make the document easier to translate to make the document easier to translate

35. 35 II. GLOBAL WORKPLACE D) Strategies for Communicating with Cultures (2) Guidelines for Writing: Include visualsInclude visuals graphics = universal language graphics = universal language pictures give clues to the meaning of the text pictures give clues to the meaning of the text Avoid slang terms & idiomsAvoid slang terms & idioms use phrasing that requires little cultural context use phrasing that requires little cultural context avoid sports metaphors & pop culture references avoid sports metaphors & pop culture references

36. GLOBAL BUSINESS ETHICS

37. 37 III. ETHICS on the JOB ETHICS: the understanding of right & wrong the understanding of right & wrong Ethical beliefs vary by Ethical beliefs vary by personnelpersonnel companycompany industryindustry professionprofession

38. 38 III. ETHICS on the JOB ETHICS: Ideal CORE values for employees at international companies: Ideal CORE values for employees at international companies: Should transcendShould transcend national identity national identity cultural background cultural background family beliefs family beliefs Should guide the decision-making processShould guide the decision-making process

39. 39 III. ETHICS on the JOB A) ECI Principle: “Principle of Equal Consideration of Interests” (Singer)“Principle of Equal Consideration of Interests” (Singer) “Make judgments & act in ways that treat the interests and well-being of others as no less important than your own.”“Make judgments & act in ways that treat the interests and well-being of others as no less important than your own.”

40. 40 III. ETHICS on the JOB A) ECI Principle: Treat others as you would have done to you. (Golden Rule)Treat others as you would have done to you. (Golden Rule) This principle = similar principles espoused by worldwide religions & philosophiesThis principle = similar principles espoused by worldwide religions & philosophies  easily acceptable internationally  easily acceptable internationally

41. 41 III. ETHICS on the JOB B) ETHICS Guidelines: 1.Be Honest report information accurately & promptly report information accurately & promptly without deception, purposeful ambiguity or oversight without deception, purposeful ambiguity or oversight give to others what you’d want others to give to you give to others what you’d want others to give to you no card stacking no card stacking

42. 42 III. ETHICS on the JOB B) ETHICS Guidelines: 2.Do No Harm avoid rumors, gossip, back-stabbing, & negative conversations avoid rumors, gossip, back-stabbing, & negative conversations these hurt feelings, spread unsupported information, & waste timethese hurt feelings, spread unsupported information, & waste time Leave the world at least as good as we found it. Leave the world at least as good as we found it. If you don’t have something nice to say, say nothing at all. If you don’t have something nice to say, say nothing at all.

43. 43 III. ETHICS on the JOB B) ETHICS Guidelines: 2.Do No Harm “A cruel story runs on wheels, and every hand oils the wheels as they run.” (Ouida) “A cruel story runs on wheels, and every hand oils the wheels as they run.” (Ouida) “Whoever gossips to you will gossip about you.” (Spanish Proverb) “Whoever gossips to you will gossip about you.” (Spanish Proverb) “Do not repeat anything you will not sign your name to.” (Unknown) “Do not repeat anything you will not sign your name to.” (Unknown) “Recipe for drama: 1 cup of gossip, ¼ tablespoon of rumors, and a dash of jealousy.” (online) “Recipe for drama: 1 cup of gossip, ¼ tablespoon of rumors, and a dash of jealousy.” (online)

44. 44 III. ETHICS on the JOB B) ETHICS Guidelines: 3.Keep Your Commitments keep your word keep your word keep those commitments that do not intrude on other ethical guidelines keep those commitments that do not intrude on other ethical guidelines understand that different cultures define “commitment” differently understand that different cultures define “commitment” differently

45. 45 III. ETHICS on the JOB B) ETHICS Guidelines: 3.Keep Your Commitments “Honoring commitments becomes the measure of self-respect…” (Gibbs) “Honoring commitments becomes the measure of self-respect…” (Gibbs) “Be true to your work, your word, and your friend.” (Henry David Thoreau) “Be true to your work, your word, and your friend.” (Henry David Thoreau)

46. 46 III. ETHICS on the JOB B) ETHICS Guidelines: 4.Be Independent group work does not absolve individual responsibility group work does not absolve individual responsibility you cannot simply “go along” you cannot simply “go along” “groupthink” = dangerous “groupthink” = dangerous excessive conformityexcessive conformity within a groupwithin a group

47. 47 III. ETHICS on the JOB B) ETHICS Guidelines: 4.Be Independent “Conformity is the jailer of freedom and the enemy of growth.” (JFK) “Conformity is the jailer of freedom and the enemy of growth.” (JFK) “The reward for conformity is that everyone likes you but yourself.” (Brown) “The reward for conformity is that everyone likes you but yourself.” (Brown) “To be one’s self, and unafraid whether right or wrong, is more admirable than the easy cowardice of surrender to conformity.” (Wallace) “To be one’s self, and unafraid whether right or wrong, is more admirable than the easy cowardice of surrender to conformity.” (Wallace)

48. 48 III. ETHICS on the JOB C) LEGAL Issues in Writing: 1.Acknowledge Sources cite sources cite sources include a bibliography, references include a bibliography, references except for common knowledge except for common knowledge when in doubt, citewhen in doubt, cite

49. 49 III. ETHICS on the JOB C) LEGAL Issues in Writing: 2.Seek written permission before borrowing extensive text “fair use” rule “fair use” rule 100+ words 100+ words esp. in a for-profit document esp. in a for-profit document when in doubt, ask an expertwhen in doubt, ask an expert when in doubt, ask for permissionwhen in doubt, ask for permission

50. 50 III. ETHICS on the JOB C) LEGAL Issues in Writing: 3.Seek written permission before borrowing graphics when in doubt, ask for permission when in doubt, ask for permission

51. 51 III. ETHICS on the JOB C) LEGAL Issues in Writing: 4.Seek legal advice when you cannot resolve complex questions when in doubt, ask when in doubt, ask trademarks, copyrights trademarks, copyrights US Copyright Office US Copyright Office http://lcweb.loc.gov/copyright/

52. 52 CORPORATE STRUCTURE

53. 53 IV. CORPORATE STRUCTURE Types of Readers: superiors at your company superiors at your company superiors at your branch superiors at your branch subordinates at your branch subordinates at your branch employees at other branches employees at other branches clients clients subcontractors & vendors subcontractors & vendors

54. 54 IV. CORPORATE STRUCTURE Types of Writing (Internal) memo memo orientation booklet for your company orientation booklet for your company procedures manual procedures manual internal proposals internal proposals project report project report long report long report trip report trip report technical article technical article Types of Writing (External) sales letter sales letter company brochure company brochure proposal proposal progress report progress report final project report final project report refresher letter refresher letter complaint letter complaint letter technical article technical article training manual training manual affirmative-action report affirmative-action report

55. 55 IV. CORPORATE STRUCTURE Types of Positions (Technical professionals) department manager department manager project manager project manager research engineer research engineer field engineer field engineer field scientist field scientist landscape architect landscape architect Types of Positions (Non-Technical professionals) office services manager office services manager human resources manager human resources manager TECHNICAL WRITER TECHNICAL WRITER marketing specialist marketing specialist training specialist training specialist security manager security manager hotel manager hotel manager

56. 56 IV. CORPORATE STRUCTURE Types of positions (Technical staff) field/lab technician field/lab technician computer operator computer operator field hand field hand research technician research technician warehouse supervisor warehouse supervisor Types of positions (Non-Technical staff) word processing operator word processing operator secretary secretary receptionist receptionist library assistant library assistant training assistant training assistant

57. 57 IV. CORPORATE STRUCTURE PRESIDENT VP Domestic Relations Branch Manager VP International Relations Branch Manager VP Human Resources Benefits, Compensation, Employment, Safety Managers VP Business & Marketing Accounting, Marketing Managers VP Research & Training Equipment Development, Library, Training Managers

58. 58ASSIGNMENTS

59. 59ASSIGNMENTS Individual – Book #6: Evaluate STC ethical guidelines: (p.67) Individual – Book #6: Evaluate STC ethical guidelines: (p.67) What do they suggest about the role of the technical communicator in the workplace?What do they suggest about the role of the technical communicator in the workplace? How would you adjust (if at all) the depth, breadth, or balance of the presented items? How would you adjust (if at all) the depth, breadth, or balance of the presented items? Does the document satisfy or not the chapter’s ethical guidelines? Yes, No? How?Does the document satisfy or not the chapter’s ethical guidelines? Yes, No? How? Are all the guidelines and terms clear?Are all the guidelines and terms clear? How would the role of the US technical communicator (as described therein) differ from one from another culture?How would the role of the US technical communicator (as described therein) differ from one from another culture?

60. 60ASSIGNMENTS Individual – Intercultural Communication Individual – Intercultural Communication You are working in your desired profession.You are working in your desired profession. Your company has just opened a new branch office.Your company has just opened a new branch office. in a country of your choosing in a country of your choosing This is the 1 ST time the company has been in that country.This is the 1 ST time the company has been in that country. You have been asked by the Manager of Ethics and Professional Conduct to draft a memo to answer the following task:You have been asked by the Manager of Ethics and Professional Conduct to draft a memo to answer the following task: Using the 10 questions on p. 43, create a list, a Code of Conduct for International Business Communication.Using the 10 questions on p. 43, create a list, a Code of Conduct for International Business Communication.

61. 61ASSIGNMENTS Both – LCCC’s “corporate culture”: (p.63) Both – LCCC’s “corporate culture”: (p.63) history of schoolhistory of school type of institution & variety of academic programstype of institution & variety of academic programs types of students (typical background)types of students (typical background) academic structureacademic structure types of interactions among faculty & stafftypes of interactions among faculty & staff enrollment patternsenrollment patterns extracurricular life on campusextracurricular life on campus relationship with the community outside the schoolrelationship with the community outside the school http://www.luzerne.edu/about/welcome.jsphttp://www.luzerne.edu/about/welcome.jsphttp://www.luzerne.edu/about/welcome.jsp http://www.luzerne.edu/index.jsphttp://www.luzerne.edu/index.jsphttp://www.luzerne.edu/index.jsp

62. 62

63. 63 Abuses in Business: Abuses in Business: WhistleblowingWhistleblowing DiscriminationDiscrimination Slavery, indentured servitudeSlavery, indentured servitude EspionageEspionage Accounting scandals, bribery, kickbacks, insider tradingAccounting scandals, bribery, kickbacks, insider trading Price fixing, gougingPrice fixing, gouging PollutionPollution Animal testingAnimal testing Infringement of copyright, patent, trademarkInfringement of copyright, patent, trademark

64. GLOBAL BUSINESS ETHICS

66. 66=