Business Communication Today Fourteenth Edition Chapter 3 Communication

Learning Objectives 3. 1 Discuss the opportunities and challenges of intercultural communication. 3. 2 Define culture, explain how culture is learned, and define ethnocentrism and stereotyping. 3. 3 Explain the importance of recognizing cultural variations, and list eight categories of cultural differences. 3. 4 List four general guidelines for adapting to any business culture. 3. 5 Identify seven steps you can take to improve your intercultural communication skills. Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Understanding the Opportunities and Challenges of Communication in a Diverse World • LO 3. 1 Discuss the opportunities and challenges of intercultural communication. Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Opportunities in a Global Marketplace • International communication skills provide – Increased profits – Increased revenue – Increased market share – More valued employees Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Advantages of a Diverse Workforce • A broader range of views and ideas • A better understanding of diverse, fragmented markets • A broader pool of talent from which to recruit Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Challenges of Intercultural Communication • Connecting with and Motivating Diverse Employees • Fostering Harmony in Diverse Teams • Ensuring that Messages are Sent, Received, and Properly Encoded Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Cultural Influences Affect • Language • Nonverbal signals • Word meaning • Time and space issues • Rules of human relationships Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Developing Cultural Competency • LO 3. 2 Define culture, explain how culture is learned, and define ethnocentrism and stereotyping. Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Understanding the Concept of Culture (1 of 2) • We Each Belong to Several Cultures, each with its Own Special Language and/or Customs – Ethnic group – Religious group – Professional group Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Understanding the Concept of Culture (2 of 2) • Automatic • Coherent • Complete

Overcoming Ethnocentrism and Stereotyping Ethnocentrism Judging Others According to Your Standards Blank Avoid Making Assumptions Xenophobia Fear of Interaction with Strangers and Foreigners Cultural Pluralism The Practice of Accepting Multiple Cultures on Their Own Terms Withhold Judgment Stereotyping Ascribing General Attributes Based on a Person’s Culture Blank Acknowledge Distinctions Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Recognizing Variations in a Diverse World • LO 3. 3 Explain the importance of recognizing cultural variations, and list eight categories of cultural differences. Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Contextual Differences High-Context Culture Relies More on Nonverbal Communication Low-Context Culture Relies More on Verbal Communication Less Emphasis on Verbal Communication Indirect Method of Communication Less Emphasis on Nonverbal Communication Direct Method of Communication Goal is to Build Relationships Rather Than Exchange Information Goal is to Exchange Information Rather Than Build Relationships Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Legal and Ethical Differences • Actively Seek Mutual Ground • Send and Receive Messages Without Judgment • Send Messages that are Honest • Show Respect for Cultural Differences Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Social Differences • Attitudes Toward Work and Success • Roles and Status • Use of Manners • Concepts of Time • Future Orientation • Openness and Inclusiveness Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Nonverbal Differences • Greetings • Personal Space • Touching • Facial Expressions • Eye

Age Differences • Cultures that Value Youth • Cultures that Value Age and Seniority • Cultures with Multiple Generations in Positions of Value Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Gender Differences • General Perceptions of Gender Roles • Gender Representation in Management Roles • Different Communication Styles • Outdated Concepts of Gender and Sexual Orientation Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Religious Differences Personal Beliefs Balancing Act Between: Corporate Culture Workplace Issues Balancing Act Between: Upholding and Advancing Corporate Culture Personal Beliefs Respecting Employees’ Personal Beliefs Allowing Freedom of Expression while Maintaining Legal Compliance Employee Freedom of Expression Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Ability Differences • Respect for Individuals • Sensitivity to Differences • Availability of Assistive

Adapting to Other Business Cultures • LO 3. 4 List four general guidelines for

Guidelines for Adapting to Any Business Culture • Become Aware of Your Own Biases • Be careful about applying the “Golden Rule” • Exercise tolerance, flexibility, and respect • Practice patience and maintain a sense of humor Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Guidelines for Adapting to U. S. Business Culture • Individualism • Equality • Privacy and Personal Space • Time and Schedules • Religion • Communication Style Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Improving Intercultural Communication Skills • LO 3. 5 Identify seven steps you can take to improve your intercultural communication skills. Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Figure 3. 2 Components of Successful Intercultural Communication Copyright © 2018, 2015, 2012 Pearson

Studying Other Cultures • Knowledge, Ability, and Motivation • Research, Practice, and Honest Effort • Websites, Books, Print Media, Music, and Apps Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Studying Other Languages • Increased Career Opportunities • Common Phrases for Everyday Business and Social Situations • Mobile Devices, Apps, and Websites • Avoid Assumptions and Learn About Other Languages and Dialects Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Respecting Preferences for Communication Style • Level of Directness • Degree of Formality •

Writing Clearly (1 of 2) • Choose Words Carefully • Be Brief • Use Plenty of Transitions • Address International Correspondence Properly Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Writing Clearly (2 of 2) • Cite Numbers and Dates Carefully • Avoid Slang, Idioms, and Business Jargon • Avoid Humor and References to Pop Culture Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Speaking and Listening Clearly (1 of 2) • Adjust Content and Style • Be Mindful of Communication Medium and Circumstances • Be Aware of Nonverbal Communication Styles and Cultural Norms Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Speaking and Listening Clearly (2 of 2) • Speak Slowly and Clearly Without Being Condescending • Ask for Feedback and Rephrase as Necessary • Confirm for Agreement Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Using Interpreters, Translators, and Translation Software • Interpreters – for spoken communication • Translators – for both spoken and written communication • Computerized Translation Tools Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.

Helping Others Adapt to Your Culture • Look for Opportunities to Help • Offer Advice on Word Choice • Suggest Appropriate Communication Styles and Media • Help Simplify the Communication Process Copyright © 2018, 2015, 2012 Pearson Education, Inc. All Rights Reserved.