es2002 intercultural communication
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ES2002 Business Communication
Intercultural Communication
ES2002 Business Communication: Intercultural Communication 2
Definition of culture
“Culture is the coherent, learned, shared view a group of people has about life’s concerns that ranks what is important, instills attitudes about what things are appropriate, and prescribes behaviour, given that some things have more significance than others.”
Source: Beamer’s & Varner’s Intercultural Communication in the Global Workplace
ES2002 Business Communication: Intercultural Communication 3
Seven Years in Tibet
ES2002 Business Communication: Intercultural Communication 4
Photo by Cliff Wassman
ClothingFoodBehaviour
AttitudesValuesBeliefsMeaningsNorms
ES2002 Business Communication: Intercultural Communication 5
“Very often the way others do things is not different out of stupidity or carelessness or incompetence or malice … Most people do what seems the right thing to do at the time … And the judgment of what is right is rooted in beliefs, values, attitudes, as well as habit, tradition, and accepted norms.”
Mole (1996)
ES2002 Business Communication: Intercultural Communication 6
Different cultural groups
• National
• Ethnic group
• Religious group
• Gender
• Economic
• Profession
IMPORTANT
• Statements made mere generalizations• Norms of a culture change
ES2002 Business Communication: Intercultural Communication 7
Outline
• Fundamental cultural orientations
• Verbal communication
• Nonverbal communication
• Culture’s influence on written business communication
ES2002 Business Communication: Intercultural Communication 8
Fundamental cultural orientations
• How contexting and facesaving affect communication
• How the individual is viewed in relation to the group
• How time is perceived
• How status is accorded
• How decisions are made
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Contexting and face saving
• Low context - High reliance on
verbal communication- Less reliance on non-
verbal communication- Direct, precise, and
explicit
• High context – Low reliance on
verbal communication
– More reliance on context, nonverbal cues, implicit information shared
– Indirect and rather vague
High context – High face savingLow context – Low face saving
Cul
tura
l orie
ntat
ions
Con
text
ing
and
face
sav
ing
ES2002 Business Communication: Intercultural Communication 10
Individual / group
• Collectivist- The individual seen as
part of the group- High degree of
interdependence- Credit / blame goes to
the group
• Individualist– The individual takes
centre stage– Independence highly
valued– A single person can
earn credit / blame
Cul
tura
l orie
ntat
ions
Indi
vidu
al /
gro
up
ES2002 Business Communication: Intercultural Communication 11
Time
• Polychronic-time cultures- Time viewed as more
fluid and strict schedules not observed
- Preset schedules are subordinate to interpersonal relations
• Monochronic-time cultures– High emphasis on
schedules, punctuality and promptness
– Schedules take precedence over interpersonal relations
Cul
tura
l orie
ntat
ions
Tim
e
ES2002 Business Communication: Intercultural Communication 12
Status
• Ascribed by virtue of age, family background, profession- Organizations more
highly hierarchical- Extensive use of titles
• Accorded based on individual achievements– Organizations less
hierarchical – Titles used only
when relevant to competence
Cul
tura
l Orie
ntat
ions
Sta
tus
ES2002 Business Communication: Intercultural Communication 13
Decision making
• Discussing points • Seeking group consensus • Consulting organisations in negotiations
Cul
tura
l orie
ntat
ions
Dec
isio
n m
akin
g
ES2002 Business Communication: Intercultural Communication 14
Verbal communication
• Choice of words & expressions
• Organisation of messages
• Clarity of pronunciation
• Ambiguous words• Unfamiliar words • Acronyms• Idioms• Slang
ES2002 Business Communication: Intercultural Communication 15
Non-verbal communication
• Body language
– Posture
– Head movements
• Eye contact
• Laughter
• Touch
• Physical space
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Intimate
Casual-personal
Social-consultative
Public
Distance indicating degrees of intimacySource: Goodman’s Working in a Global Environment
Space between speakers
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Non-verbal communication
• Tone, volume and speed
• Turn-taking and silence
ES2002 Business Communication: Intercultural Communication 18
Culture’s influence on written business communication
• In most English- speaking countries – preferred
writing style direct, clear and concise
• In many oriental cultures – preferred writing style
indirectIn Japan – kishotenketsu organizationKi – the small talkSho – raising the subjectTen – rolling the subjectKetsu – ending it beautifully
ES2002 Business Communication: Intercultural Communication 19
• Mechanics and format also differ
– How dates are written
– How names are written
– How addresses are written
Culture’s influence on written business communication
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