1. Cultural Diversity and Communication
Lecture 5

2. Overview Diversity is a fact in today’s working world
It consists of people from different national background
Eg a multi-ethnic/multi-cultural workforce is dominating the American job market
Asian, Hispanic, Black, white, blond, Indians, Japanese, Chinese etc
Intercultural communication is now a must to provide the edge in competition

3. Intercultural communication
Culture is a shared, learned, symbolic system of values, beliefs and attitudes that shapes and influences perception and behavior -- an abstract "mental blueprint" or "mental code."
Intercultural comm is the process of sending and receiving messages between people from different culture
Model of intercultural communication
Step 1: Sender encodes the message using the assumptions of his/her own culture
Step 2: Receiver decodes the message according to the assumption of his/her own culture
Step 3: Meaning may be understood

4. The Nature of Culture
Whenever the word culture is used, the image that flashes in the mind is: people from different backgrounds
National cultures certainly exist as they play an important role in shaping the way people communicate.
But, there are other dimensions of culture
For instance, within a nation, regional differences can exert a powerful influence on communication
Race and ethnicity also influence communication
Age, customs, values, attitude also influence culture

5. Cultural Differences in International Business
With the dramatic increase in international trade and multinational corporations, the chances of interacting with people from different national backgrounds are greater than ever.
The ability to work effectively with people from other countries is very important, as culture exerts influences on communication
However, along with important differences, people from varied background also share many similarities
Eg computer engineer from Singapore, Mexico, Italy and Vancouver would find plenty of interests and perspectives

6. Cultural Trait Influencing CommunicationUS
Japan
Mexico
Social Unit
Individual
Group
Family
Attitude towards conflict
seeks
Avoids
Decision making
Individualistic
Consensus
Authoritarian
Basis of authority
Competence
Seniority
Trust
Importance of time
High
Low

7. Some Examples of Culture in US, Japan and Other Cultures

9. Introduction
First, the order of introduction in the U.S is the reverse of the Japanese way.
In America generally elderly people are introduced first.
In Japan young peple are introduced first.
[This rule is the sort of manner in Japan, and the people who do not follow his regulation are considered rude]

10. Therefore they are apt to talk about their privacy first.
Self-introduction
Americans prefer the inductive method that brings out general idea from concrete
Therefore they are apt to talk about their privacy first.

11. Japanese prefer a deductive method.
In other words, Japanese people are likely to talk about where they belong to.

12. Departure
Departures in the American and the Japanese cultures depend on whether people are close or not.
Americans just say "bye." Nevertheless if the conditions differ, this departure changes completely in America
In contrast, unlike Americans, who just say "goodbye," generally Japanese make a shallow bow and look back two or three times with their waving hand.

13. Due to the different farewell, every Japanese person who is in America is surprised when they get a hug from an American friend, and they feel Americans are emotional or sentimental.
On the contrary, they feel empty and passionless when many Americans say "bye" and just walk away.

14. Verbal and Non-verbal greeting
In addition the main reason for the difference is that americans use verbal greetings and the japanese use nonverbal greetings.
Americans
Generally Americans are apt to use the verbal, so Americans always say "Hi" or "How are you?"

15. Due to inexperience with this greeting, first, most Japanese people who come to America are confused whether they should respond or not.
As a result, they think Americans are friendly, refreshing, or sociable

16. Japanese
However, Japanese people tend to use nonverbal language. Many Japanese just make a bow with a smile indicating respect
Usually, young people have to make a deep bow for their superiors
Consequently, every American who is in Japan feels uncomfortable at first because they are not used to Japanese customs.

17. Chinese culture

18. History
China is believed to have the oldest continuous civilization. China has over 4,000 years of verifiable history.
Beijing is the capital of China and is the focal point for the country.
The official language is standard Chinese but Most business people speak English.
There are many dialects in China however there is only one written language. .

19. Chinese Culture Appearance
Conservative suits for men with subtle colors are the norm.
 Women should avoid high heels and short sleeved blouses.
The Chinese frown on women who display too much.
 Subtle, neutral colors should be worn by both men and women.
 Casual dress should be conservative as well.
 Men and women can wear jeans.
However, jeans are not acceptable for business meetings.
 Revealing clothing for women is considered offensive to Chinese businessmen.

20. Chinese Culture The Chinese do not speak with their hands.
 Do not use large hand movements.
The Chinese do not speak with their hands.
Your movements may be distracting to your host.
 Personal contact must be avoided at all cost.
It is highly inappropriate for a man to touch a woman in public.
 To point do not use your index finger, use an open palm.
 Avoid acts that involve the mouth.
  Always arrive on time or early if you are the guest.
 Do not discuss business at meals.
 Do not start to eat or drink prior to the host.

21. Chinese Culture
As a cultural courtesy, you should taste all the dishes you are offered.
 Do not drop the chopsticks it is considered bad luck.
 Do not eat all of your meal.
If you eat all of your meal, the Chinese will assume you did not receive enough food and are still hungry.
The following gifts are associated with death and should not be given:
Clocks
Straw sandals
Handkerchiefs

22. Chinese Business Culture
 Bowing or nodding is the common greeting; however, you may be offered a handshake.
Wait for the Chinese to offer their hand first.
 Applause is common when greeting a crowd; the same is expected in return.
 Introductions are formal. Use formal titles.
 Often times Chinese will use a nickname to assist Westerners.
 Being on time is vital in China.
 Appointments are a must for business.
 Contacts should be made prior to your trip.
 Bring several copies of all written documents for your meetings.
 The decision making process is slow.

23. Chinese Business Culture
You should not expect to conclude your business swiftly.
 Many Chinese will want to consult with the stars or wait for a lucky day before they make a decision.
 Present and receive cards with both hands.
 Never write on a business card or put it in your wallet or pocket.
Carry a small card case.
 The most important member of your company or group should lead important meetings.
Chinese value rank and status.
 Develop a working knowledge of Chinese culture.
 Allow the Chinese to leave a meeting first.

24. Canada Culture:

25. Introduction
Canada has a population just less than 30 million people in a country twice the area of the United States.
The heritage of Canada was French and English; however, significant immigration from Asia and Europe's non-French and English countries has broadened Canada's cultural richness.

26. Canadian Culture
The majority of Canadians, as well as citizens of other English speaking countries.
Success is measure by personal achievement. Canadians tend to be self-confident and open to discussions on general topics;
however, they hold their personal privacy off limits to all but the closest friends.
It should be noted there is tension between the French province of Quebec and other Canadian provinces.
Citizens of Quebec tend to be more private and reserved.

27. Business Culture in Canada
Men should wear a dark conservative business suit with tie, especially in cities. Build a wardrobe based on classic lines (selecting suits with a traditional lapel width, and ties staying within a traditional width range).
Conservative colors of navy and gray, and shirts in white and light blue.
 Women should wear a conservative business suit or dress, especially in cities.
Select your clothing with classic lines and colors in mind. Navy, gray, ivory, and white are the basics to work with..
 Casual attire is appropriate when you are not working.
The weather and activity will dictate what you will be wearing.
Build a casual wardrobe using the classic colors.

28. Canadian Business Culture
This will work for a sophisticated city meeting, or a more casual rural meeting.
 Be punctual for meetings and appointments, as promptness is valued.
In French areas, time is more relaxed.
However, you will be expected to arrive at the appointed time, even if the French attending the meeting don't.
 Always maintain a reserved demeanor, and follow good rules of etiquette. Traditions and gracious manners are part of the culture, even in more rural areas.
If you travel to different cities or areas, pay attention to local customs.
By being observant, you will respect the pace and nuances of each area.

29. Canadian Business Culture
 Do not eat while walking in public.
Plan your time so you can stop in a café or restaurant to enjoy your snack.
 Gifts are not routinely given. If you do give a gift when you arrive or when you are leaving, make it a modest one.
A lavish gift, though accepted, would be frowned upon.
Gifts are given to celebrate finalizing a negotiation, a contract, or a project.
Gifts for the office, a nice bottle of wine or liquor would be appropriate.
 Taking a business associate to a nice meal or an evening sporting event, play, or symphony is always a nice gesture.

30. Canadian Business Culture
Invitations to private homes are rare.
Occasionally, in the western provinces, you may be invited to someone's home.
If you are invited, you may take candy, flowers, or liquor to the host or hostess.
 Wait for your host to start a business conversation during or following a meal.
Traditionally, business is not discussed during dinner; however, this is slowly changing.
 Personal space and body movement or gestures differ between the English and the French provinces and cities.
In English areas, body movement is minimal, there is rarely touching other than handshakes, and personal space - how close someone stands - is about two feet.
In French areas, people stand closer together, people will frequently touch, and gestures are more expressive.

31. Canadian Business Culture
 Use a firm handshake with good eye contact when meeting and leaving.
Both French and English areas use and expect a firm handshake.
 Men will wait for a woman to extend her hand for a handshake.
 French Canadians will shake hands more frequently, even with a subsequent encounter the same day.
Others may just nod or smile at a subsequent encounter on the same day.
 Use a person's title if he or she has one. Otherwise, use Mr., Mrs., Miss and the surname.
 English is spoken in most of Canada.
French is spoken in Quebec, and some area of Nova Scotia and New Brunswick
 French Canadians may use their first name when talking to you on the telephone, but will generally use their full name when meeting you in person.
 Be open and friendly in your conversation.
If you are naturally reserved in your behavior, you will appear confident and credible.

32. Canadian Business Culture
If your natural tendency is large sweeping arm gestures, restrain yourself when meeting and talking with Canadians - other than with French Canadians.
 French Canadians stand closer and are more demonstrative when talking.
Don't be boastful, and don't overstate your product or service's capabilities.
You could implicate your company in a legal situation.
 If you are from the U. S., don't say, "we Americans", inferring you are including your Canadian hosts or guests in your reference.
Canada is a distinct country with its own wonderful history and culture.

33. Issues Dominating Inter-Cultural Communication
Formality
Social customs
Style of dress
Time
Tolerance of conflict
Gender roles
Regional differences
Ethnicity
Attitude about talks
Attitude towards conflict
Non-verbal behaviours
Disabilities

34. Cultural Context

35. Low Context Culture (LCC)
People rely more on verbal communication and less on non-verbal ones
A lcc uses language primarily to express thoughts, feelings and ideas as clearly as logically as possible
To low-context communicators, the meaning of the word is in the spoken

36. High Context Culture
Rely less on a verbal communication and more on non-verbal actions and environmental settings to convey meaning
Hcc relies mostly on non-verbal cues to convey meaning, save face and maintain social harmony
Communicators of this society infer meaning of a message from the context in which message is sent, non-verbal behaviour of the speaker, history of relationship, general social rule
When delivering awkward message, hcc speakers often convey meaning through a context rather than plainly stated word to avoid upsetting their listeners
In many Asian societies, maintaining harmony is important, so communicators avoid speaking directly if that would threaten another person dignity

37. Culture Clash/Culture Shock
Culture clash is the misunderstandings, and disagreements between different cultures.
Culture shock is the emotional and behavioural reaction to living and working in another culture.
Each person will experience culture shock differently based on his or her personality.
Basically, there are four stages of culture shock: honeymoon, rejection, adjustment and recovery. During the honeymoon you will be exposed to a new environment. Having so many things to do, you will be fascinated with the new images.
One of the major causes of culture shock is being cut off from familiar cultural patterns. This stage is characterized by a person's inability to work effectively. Therefore, we must examine the intercultural adjustment phase.

38. Culture Shock Culture shock is a typical reaction to difference
To get beyond the reactions of culture shock requires a self-conscious effort to understand the reasonableness of other people’s way of life. Our own culture is thus:
taken for granted,
invisible to us
Deeply emotionally felt, even when we do not realize it
Learned as moral claims
We typically assume people who behave differently are wilfully immoral
They think the same about us

39. Effects of Culture Shock
A sense of uprootedness
Feeling of disorientation
Not knowing what is going on
Behaviors and attitudes which were necessary for obtaining goals in the culture we learned are no longer useful
Familiar behaviors which marked a well-adjusted person in one's own culture are now seen as bad manners
So many adjustments to be made that one becomes overwhelmed, frustrated, and angry

40. Effects of Culture Shock
Typical Pattern of Culture Shock
At first we think it is charming
Then we think it is evil
Then we think it is different
Typical Reactions to Culture Shock
·We assume something is wrong with them, not with us
·We over-value our own culture
We define our own culture in moral terms: Natural, rational, civilized, polite
We under-value the new culture and see it in moral terms: I.e., as immoral

41. Individualism and Collectivism
Members of individualistic cultures are inclined to put their own interest and those of their immediate families ahead of social concerns
They offer their members a great deal of freedom, as they believe that it helps in achieving success
Collectivist culture have tight social framework in which members of a group feel primary loyalty towards one another and the group to which it belongs
Eg Japan and most Asian societies are highly collective
For instance, employees sing company’s anthem
In collectivist societies, members are expected to believe that welfare of the organisation is as important as their own

42. Communicating Across Diversity
Culture, race and gender have made others experiences quite different what one has.
Some of the responsibility in building bridges rest with management
Productive relationship among members of different culture may be promoted through:
Learning about cultures,
Viewing diversity as an opportunity,
Talking about differences

43. Ethnocentrism
It is the tendency to judge all other groups according to one’s own group’s standard and behaviour, hence, viewing the other group as inferior
Overcoming
Acknowledge distinctions, avoid assumptions, avoid passing judgement

44. Successful Inter Cultural communication
Assume differences until similarity is proven
Take responsibility for effective communication
Avoid judgment
Show respect
Empathize
Tolerate ambiguity
Look the superficial
Be patient and persistent
Be flexible

45. Overcoming language barriers
Avoid idioms and slangs
Pay attention to local accents and pronunciation
Be aware of vocal variations
Respect preference of communication style
For foreign language, learn the language
Use a translator
Offer language training program

46. Overcoming Oral Intercultural Communication Barriers
Speak slowly
Avoid use of slang
Encourage feedback from receiver
Do not interrupt when the person is speaking
Rephrase the sentence if necessary
Be patient and do not talk louder than the other person
Adapt conversation style to other party

47. Overcoming written intercultural communication barriers
Avoid abbreviations, acronyms or idioms
Be precise in choice of words
Construct simple and short sentences
Use short paragraph
Use transitional phrases to help reader follow your line of thought

48. Examples of Slangs
Slang is the use of informal words and expressions that are not considered standard in the speaker's dialect or language   
Chill:  This can mean to calm down, for example, “Chill out, Dude.
Stinks:  When used as a slang term, this means "is bad." 
For example: This exam stinks.” 
Cool:  This popular expression is used to describe something
that is very good.

49. Organisational Culture
People with identical personal backgrounds can find themselves in very different cultures, depending on the organisations to which they belong.
Just like individuals, organisations have personalities.
Some are casual, energetic while others are formal, slow-moving and serious
This is described as the organisational or corporate culture
There is a shared set of rules about how to behave and set of values about what is important.
Belonging to an organisational culture means choosing a way of life

50. Organisational Culture
Cultures are not limited to large corporations
Every organisations has its own way of doing business and treating people
Eg anyone who has worked for more than one restaurant, attended more than one college will have a different way of delivering his duties, but adopting an organisational culture implies leaving aside all previous habits and behaviors and adopting the new one.

51. Organizational culture
Organizational culture is an idea in the field of Organizational studies and management which describes the psychology, attitudes, experiences, beliefs and values (personal and cultural values) of an organization.
It has been defined as "the specific collection of values and norms that are shared by people and groups in an organization and that control the way they interact with each other and with stakeholders outside the organization.
Corporate culture is the total sum of the values, customs, traditions and meanings that make a company unique. Corporate culture is often called "the character of an organization" since it embodies the vision of the company’s founders. The values of a corporate culture influence the ethical standards within a corporation, as well as managerial behavior

52. Importance of Organisational Culture
Failure to understand organisational culture leads to:
Lost customers, lowered productivity, bad publicity, lowered morale and trust, lost customers and lost opportunity
Understanding organisational helps to to:
Where and how long to work, shaping of emotional climate, degree of cooperation opr competition, what kind of fun and how much fun is permitted, degree of privacy, ergonomics, dress code, type of interaction that is ethical, degree of interaction with other co-workers employees etc

53. Dimensions of Organisational Culture
Sociality
Power distribution and job autonomy
Degree of structure
Achievement rewards
Opportunities for growth
Tolerance for risk and change
Conflict tolerance
Emotional support