copyright © 2010 pearson education internationalchapter 3 - 1 communicating in a world of diversity

Copyright © 2010 Pearson Education International Chapter 3 - 1

Communicating Communicating in a World of Diversityin a World of Diversity

Copyright © 2010 Pearson Education International Chapter 3 - 2

Learning ObjectivesLearning Objectives

• Discuss the challenges and opportunities of

intercultural communication

• Define culture and explain how it is learned

• Define ethnocentrism and stereotyping, then

give three suggestions for overcoming these

limiting mindsets

Copyright © 2010 Pearson Education International Chapter 3 - 3

Learning ObjectivesLearning Objectives

• Explain the importance of recognizing

cultural variations and list eight categories of

cultural differences

• Identify the steps you can take to improve

your intercultural communication skills

• List seven methods for writing clearly in

multi-language business environments

Copyright © 2010 Pearson Education International Chapter 3 - 4

Communication Communication in a Diverse Worldin a Diverse World

• The concept of diversity

– Individual characteristics

– Individual experiences

• Intercultural communication

– Cultural backgrounds

– Cultural differences

Copyright © 2010 Pearson Education International Chapter 3 - 5

Opportunities in a Global Opportunities in a Global MarketplaceMarketplace

• New customers

• New labor sources

• New job possibilities

Copyright © 2010 Pearson Education International Chapter 3 - 6

Advantages of a Diverse Advantages of a Diverse WorkforceWorkforce

• Connect with customers

• Expand talent pool

Copyright © 2010 Pearson Education International Chapter 3 - 7

Challenges of Intercultural Challenges of Intercultural CommunicationCommunication

• Motivating employees

• Communicating with employees

• Promoting harmony and cooperation

Copyright © 2010 Pearson Education International Chapter 3 - 8

Enhancing Sensitivity to Enhancing Sensitivity to Culture and DiversityCulture and Diversity

• Understanding the concept of culture

• Overcoming ethnocentrism and

stereotyping

• Accepting variations in a diverse world

• Adapting to other business cultures

• Adapting to U.S. business culture

Copyright © 2010 Pearson Education International Chapter 3 - 9

The Concept of CultureThe Concept of Culture

• Shared system

– Priorities

– Behaviors

– Rules

Copyright © 2010 Pearson Education International Chapter 3 - 10

Characteristics of Characteristics of CulturesCultures

• Cultural assumptions

– Automatic

– Coherent

– Complete

Copyright © 2010 Pearson Education International Chapter 3 - 11

Negative Cultural Negative Cultural AttitudesAttitudes

• Ethnocentrism

• Xenophobia

• Stereotyping

Copyright © 2010 Pearson Education International Chapter 3 - 12

What Is Cultural What Is Cultural Pluralism?Pluralism?

• Accepting multiple cultures

– Avoiding assumptions

– Avoiding judgments

– Acknowledging distinctions

Copyright © 2010 Pearson Education International Chapter 3 - 13

Recognizing Variations Recognizing Variations in a Diverse Worldin a Diverse World

• Contextual

• Legal and ethical

• Social

• Nonverbal

• Age

• Gender

• Religion

• Ability

Copyright © 2010 Pearson Education International Chapter 3 - 14

Cultural ContextCultural Context

• Decision making practices

• Problem solving techniques

• Negotiating styles

Copyright © 2010 Pearson Education International Chapter 3 - 15

Legal and Ethical Legal and Ethical BehaviorBehavior

• Seek common ground

• Withhold judgment

• Send honest messages

• Respect differences

Copyright © 2010 Pearson Education International Chapter 3 - 16

Social Behavior Social Behavior DifferencesDifferences

• Work and success

• Roles and status

• Use of manners

• Concepts of time

• Future orientation

• Openness and inclusiveness

Copyright © 2010 Pearson Education International Chapter 3 - 17

Nonverbal DifferencesNonverbal Differences

• Greetings and touching

• Personal space

• Facial expressions

• Eye contact

• Posture

• Formality

Copyright © 2010 Pearson Education International Chapter 3 - 18

Differences in AgeDifferences in Age

• Youth-oriented

• Senior-oriented

• Multi-generational

Copyright © 2010 Pearson Education International Chapter 3 - 19

Gender DifferencesGender Differences

• Existing workplace cultures

• Communication styles

Copyright © 2010 Pearson Education International Chapter 3 - 20

Religious DifferencesReligious Differences

• Personal beliefs

• Workplace issues

Copyright © 2010 Pearson Education International Chapter 3 - 21

Ability DifferencesAbility Differences

• Assistive technologies

– Customers

– Colleagues

– Employees

Copyright © 2010 Pearson Education International Chapter 3 - 22

Adapt to Other CulturesAdapt to Other Cultures

• Acknowledge your biases

• Ignore the “Golden Rule”

• Be tolerant, respectful, and flexible

• Practice patience and keep a sense

of humor

Copyright © 2010 Pearson Education International Chapter 3 - 23

U.S. Business CultureU.S. Business Culture

• Individualism

• Equality

• Privacy and personal space

• Time and schedules

• Religious beliefs

• Communication styles

Copyright © 2010 Pearson Education International Chapter 3 - 24

Improving Intercultural Improving Intercultural CommunicationCommunication

• Study other cultures and languages

• Respect communication styles

• Speak and write clearly

• Listen carefully to others

• Use interpreters or translators

• Help others adapt to your culture

Copyright © 2010 Pearson Education International Chapter 3 - 25

Studying Other CulturesStudying Other Cultures

• Social customs

• Clothing and food

• Political patterns

• Religion and social beliefs

• Economics and business

• Ethics, values, and laws

Copyright © 2010 Pearson Education International Chapter 3 - 26

Learning LanguagesLearning Languages

• Facilitate communication

• Promote business relationships

Copyright © 2010 Pearson Education International Chapter 3 - 27

Respecting Communication Respecting Communication PreferencesPreferences

• Degree of formality

• Level of directness

• Writing or speaking

Copyright © 2010 Pearson Education International Chapter 3 - 28

Writing ClearlyWriting Clearly

Clear Language

Transitional Elements

Numbers and Dates

Humor and Culture

Conciseness

International Addresses

Slang, Jargon, or Idioms

Audience Expectations

Copyright © 2010 Pearson Education International Chapter 3 - 29

Speaking and ListeningSpeaking and Listening

• Intercultural conversations

– Speaking with others

– Listening to others

Copyright © 2010 Pearson Education International Chapter 3 - 30

Translators or Translators or InterpretersInterpreters

• Human beings

– Interpretation, cultural context, non-

verbal cues

• Computers

– Translation, words and phrases, gist of

the message

Copyright © 2010 Pearson Education International Chapter 3 - 31

Helping Others AdaptHelping Others Adapt

• Business communication

– Offer useful advice

– Simplify the process