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Cross-cultural Communication(Techniques)

McGraw-Hill/Irwin 2008 The McGraw-Hill Companies, Inc. All rights reserved.

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Overview

The Importance of Cross-cultural

Communication in Business

Problems of Cultural Differences

Problems of Language

Some Solutions for Improved Communication

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Culture

Set of values, customs and beleifs.

members of a culture will gather knowledge

from domains such as buying, selling,

advertising, and shopping, as well as

parenting and courting.

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Why is communicating across culturesimportant to business?

Technological advances have made doing business

more global.

Understanding those who buy and use a companys

products or serviceshelps you design ones that fityour customers needs.

Successful communication improves productivity and

creates a comfortable workplace.

Communicating with those from other cultures

enriches your businessand personal life.

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Problems of Cultural Differences

Body positions and

movement

Views and practices

concerning factors of

human relationships

Effects on business

communication techniques

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Body Positions and Movements

Body Parts

Gestures

Eye Contact Touching and Handshaking

Facial Expression

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Kinesics: facial expression

Birdwhistle (1970): the face is

capable of conveying 250,000

expressions

Kinesicsis the interpretation of

body language such as facial

expressions and gestures

http://www.rushonline.com/bushphotos/bush%20&%20gore

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Some Gesture Differences

Strong, sexual insulting

(Nigeria and Australia)

Fine, Good going,

Everything is okay(America)

Thumbs up

Double, sexual, insulting(with palm in)(England)

Victory or peace(with palm out)(America)

Raised hand, fingers in Vposition

Rude to point a finger

(Japan)

Come here

(America)

Raised hand with index

finger extended, head high

No(Europe)

Good-bye(America)

Hand up, palm out, wriststiff, back and forth motion

Meaning 2Meaning 1Gesture

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Attitudes Toward Factors ofHuman Relationships

Time

Space

Frankness Intimacy of Relationships

Values

Expression of Emotions

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Effects on BusinessCommunication Techniques

Our communication techniques are not

universally acceptable.

Our techniques do not work with all English-

speaking people.

Problems can be overcome by learning about

other cultures.

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British English vs. American English

TrashBin

PantsTrousers

Panty hoseTights

Billion (9 zeros)Billion (12 zeros)FriesChips

CalledPhones

GuysBlokes

ElevatorLiftWordDifferences

MomMum

GeneralizeGeneralise

LaborLabourSpellingDifferences

AmericanBritish

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Problems of Language

Lack of language equivalency

Difficulties in using English

Multiple meanings of words

Two-word verbs

Culturally derived words

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Substitutes for Two-word Verbs

searchtrack down

holdtie down

preventshut out

killput away

remove, overcomelive down

excited, nervouskeyed up

clowncut up

SubstituteTwo-word Verb

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Suggestions for Communicating AcrossCultures Successfully

Talk or write as simply and clearly as possible

Word questions carefully

Avoid double questions

Avoid yes/no questions

Avoid negative questions

Use continuous confirmation

Use back translating when possible

Use technology to assist with written and oral

communication

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More than technical or infrastructure

problems, cultural problems will be the

biggest issue that merchants will face inthe global marketplace.

--Bruce Guptill, Analyst

The Gartner Group

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