Transcript
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 1
Communicating Communicating in a World of in a World of
DiversityDiversity
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 2
Communication Communication in a Diverse Worldin a Diverse World
MulticulturalDiversity
Intercultural Communication
Individual CharacteristicsIndividual Characteristics
Individual ExperiencesIndividual Experiences
Cultural BackgroundsCultural Backgrounds
Cultural DifferencesCultural Differences
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 3
Opportunities in a Global Opportunities in a Global MarketplaceMarketplace
CustomersCustomersCustomersCustomers
Labor SourcesLabor SourcesLabor SourcesLabor Sources
Job PossibilitiesJob PossibilitiesJob PossibilitiesJob Possibilities
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 4
Advantages of a Diverse Advantages of a Diverse WorkforceWorkforce
Connectingwith Customers
Connectingwith Customers
Expanding theTalent Pool
Expanding theTalent Pool
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 5
Challenges of Challenges of Intercultural Intercultural
CommunicationCommunication
Values andBeliefs
NonverbalSignalsEmployee MotivationEmployee Motivation
Employee CommunicationEmployee Communication
Harmony and CooperationHarmony and CooperationPerceptionPatterns
LanguageUsage
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 6
Enhancing Sensitivity to Enhancing Sensitivity to Culture and DiversityCulture and Diversity
The U.S. Business CultureThe U.S. Business Culture
Variations in a Diverse WorldVariations in a Diverse World
Ethnocentrism & StereotypingEthnocentrism & Stereotyping
The Concept of CultureThe Concept of Culture
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 7
The Concept of CultureThe Concept of Culture
Symbols Attitudes
Beliefs Expectations
Values Norms
Shared SystemShared System
AttitudesAttitudes
RulesRules
PrioritiesPriorities
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 8
Characteristics of Characteristics of CulturesCultures
AssumptionsAssumptions
Th
oug
hts
Th
oug
hts B
eha
vior
Be
havio
r
CommunicationCommunication
AutomaticAutomaticAutomaticAutomatic CoherentCoherentCoherentCoherent CompleteCompleteCompleteComplete
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 9
Negative Cultural Negative Cultural AttitudesAttitudes
EthnocentrismEthnocentrismEthnocentrismEthnocentrism
XenophobiaXenophobiaXenophobiaXenophobia
StereotypingStereotypingStereotypingStereotyping
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 10
Cultural PluralismCultural Pluralism
Accept DistinctionsAccept Distinctions
Avoid AssumptionsAvoid Assumptions
Avoid JudgmentsAvoid Judgments
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 11
Recognizing Variations Recognizing Variations in a Diverse Worldin a Diverse World
ContextualContextual Legal andEthical
Legal andEthical SocialSocial NonverbalNonverbal
AgeAge GenderGender ReligionReligion AbilityAbility
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 12
Cultural ContextCultural Context
Decision Making PracticesDecision Making PracticesDecision Making PracticesDecision Making Practices
Problem Solving TechniquesProblem Solving TechniquesProblem Solving TechniquesProblem Solving Techniques
Negotiating StylesNegotiating StylesNegotiating StylesNegotiating Styles
LowContext
LowContext
HighContext
HighContext
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 13
Legal and Ethical Legal and Ethical BehaviorBehavior
Seek Mutual GroundSeek Mutual Ground
Withhold JudgmentWithhold Judgment
Respect DifferencesRespect Differences
Send Honest MessagesSend Honest Messages
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 14
Social Behavior Social Behavior DifferencesDifferences
Work and SuccessWork and SuccessWork and SuccessWork and Success Roles and StatusRoles and StatusRoles and StatusRoles and Status
Use of MannersUse of MannersUse of MannersUse of Manners Concepts of timeConcepts of timeConcepts of timeConcepts of time
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 15
Nonverbal DifferencesNonverbal Differences
Greetingsand Touching
Greetingsand Touching
Eye ContactEye Contact
PersonalSpace
PersonalSpace
PosturePosture
FacialExpressions
FacialExpressions
FormalityFormality
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 16
Age DifferencesAge Differences
Youth OrientedYouth Oriented Senior OrientedSenior Oriented
Authority
Freedom
PowerRe
spec
t
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 17
Gender DifferencesGender Differences
Existing WorkplaceCultures
Existing WorkplaceCultures
Styles ofCommunication
Styles ofCommunication
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 18
Religious Religious DifferencesDifferences
Personal BeliefsPersonal Beliefs Workplace IssuesWorkplace Issues
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 19
Ability DifferencesAbility Differences
Assistive Technologies
CustomersCustomers
ColleaguesColleagues
EmployeesEmployees
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 20
Adapting to Adapting to U.S. Business CultureU.S. Business Culture
IndividualismIndividualismIndividualismIndividualism EqualityEqualityEqualityEquality
Time andTime andSchedulesSchedules
Time andTime andSchedulesSchedules
ReligiousReligiousBeliefsBeliefs
ReligiousReligiousBeliefsBeliefs
Privacy andPrivacy andPersonal SpacePersonal Space
Privacy andPrivacy andPersonal SpacePersonal Space
CommunicationCommunicationPreferencesPreferences
CommunicationCommunicationPreferencesPreferences
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 21
Improving Intercultural Improving Intercultural Communication SkillsCommunication Skills
• Studying cultures and languages
• Respecting communication styles
• Speaking and writing clearly
• Listening carefully to others
• Using interpreters or translators
• Helping others adapt to your culture
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 22
Studying Other Studying Other CulturesCultures
Social CustomsSocial Customs
Clothing and FoodClothing and Food
Political PatternsPolitical Patterns
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 23
Studying Other Studying Other CulturesCultures
Religion Religion and Folk Beliefsand Folk Beliefs
Business andBusiness andEconomicsEconomics
Ethics, Values,Ethics, Values,and Lawsand Laws
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 24
Learning LanguagesLearning Languages
FacilitateFacilitateCommunicationCommunication
Promote BusinessPromote BusinessRelationshipsRelationships
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 25
Respecting Respecting Communication Communication
PreferencesPreferencesDegree of Formality
Level of Directness
Writing or Speaking
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 26
Writing ClearlyWriting Clearly
Plain EnglishPlain EnglishPlain EnglishPlain English
ConcisenessConcisenessConcisenessConciseness
International AddressesInternational AddressesInternational AddressesInternational Addresses
Slang, Jargon, and IdiomsSlang, Jargon, and IdiomsSlang, Jargon, and IdiomsSlang, Jargon, and Idioms
Clear LanguageClear LanguageClear LanguageClear Language
Transitional ElementsTransitional ElementsTransitional ElementsTransitional Elements
Numbers and DatesNumbers and DatesNumbers and DatesNumbers and Dates
References to CultureReferences to CultureReferences to CultureReferences to Culture
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 27
Intercultural Intercultural ConversationsConversations
Speak clearly
Rephrase if needed
Seek feedback
Don’t patronize
Check understanding
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 28
Listening CarefullyListening Carefully
Vocal PatternsVocal PatternsVocal PatternsVocal PatternsAsk Ask
QuestionsQuestionsShowShow
RespectRespect
PitchPitchPitchPitch ToneToneToneTone SpeedSpeedSpeedSpeed VolumeVolumeVolumeVolume
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 29
Translators or Translators or
InterpretersInterpreters
SoftwareSoftwareSoftwareSoftwareHuman BeingsHuman BeingsHuman BeingsHuman Beings
Cultural ContextCultural ContextCultural ContextCultural Context
Non-Verbal CuesNon-Verbal CuesNon-Verbal CuesNon-Verbal Cues
Words and PhrasesWords and PhrasesWords and PhrasesWords and Phrases
Gist of the MessageGist of the MessageGist of the MessageGist of the Message
InterpretationInterpretationInterpretationInterpretation TranslationTranslationTranslationTranslation
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 30
ReadingReadingand Writingand WritingReadingReading
and Writingand WritingSpeaking Speaking
and Listeningand ListeningSpeaking Speaking
and Listeningand Listening
Helping Others AdaptHelping Others Adapt
Conference CallsConference CallsConference CallsConference Calls
Face-to-FaceFace-to-FaceConversationsConversations
Face-to-FaceFace-to-FaceConversationsConversations
Intranet SitesIntranet SitesIntranet SitesIntranet Sites
Email andEmail andInstant MessagingInstant Messaging
Email andEmail andInstant MessagingInstant Messaging
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