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Additional Internet Siteshttp://www.bena.com/ewinters/

sect2.htmlhttp://www.bena.com/ewinters/http://www.getcustoms.com/

omnibus/iw-rts.htmlhttp://www.css.edu/users/dswenson/

web/CULTURE/CULTDIM.HTMhttp://www.AcrossCultures.net//http://www.businessculture.com

Mgt 485Chapter 8

Mgt 485Chapter 8

Intercultural Communication

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The Communication Process

Sender Meaning Encoding Medium

DecodingReceiver Interpretation

Feedback

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Overview of Communication

Communication is the process of transferring meanings from sender to

receiver

Examples

DO: It is appropriate to talk about History, Architecture, or Gardening in

Great Britain

DON’T: In Great Britain, do not talk about Politics, Money, or Prices

See Table 8-1, p. 196

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External and Internal Communications

External

Internal

Ex.) gov’t attempts to secure agreements with other nations regarding international trade

US & ChinaEx.) Russian factory

managers make greater use than US managers of

direct, face-to-face communications

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Verbal Communication Styles

Context Indirect and Direct

High context = implicit & directLow-context = objective

Elaborate and SuccinctElaborate / exacting / succinct

Contextual and PersonalContextrual : speaker / relationship of partiesPersonal: speaker / reduction of barriers

Affective and InstrumentalAffective = requires listener to listen & observeInstrumental = goal-oriented

See Table 8-2, p. 199

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Interpretation of Communications

The effectiveness of communication is determined by

how closely the sender and receiver have the same meaning

for the same messageEx.) Using individual incentive plans in collective cultures

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Downward Flow of Communications

The transmission of information from manager to subordinate

CEO

V.P. V.P.

x y z x y z

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Upward Communication

The transmission of information from subordinates to managers

to provide feedback, ask questions, or obtain assistance from higher-level management

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Communication Barriers

Language ex.) Someone on a foreign assignment that does not know the language that is spoken at the headquarters of the MNC

Culture ex.) The differences between how a native and nonnative U.S. person write a letter

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Barriers to Effective Communication

FilteringThe deliberate manipulation of information to make it appear more favorable to the receiver.

Selective Receiving communications on the basis of what one selectively Perception sees and hears depending on his or her needs, motivation,

experience, background, and other personal characteristics.

Emotions Messages will often be interpreted differently depending on how happy or sad one is when the message is being communicated

Language Words have different meanings to different people. Receivers willuse their definition of words communicated, which may be different from what the sender intended.

Nonverbal Body language or intonation that sends the receiver anotherCues message. When the two are not aligned, communication is distorted.

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Communication Barriers

Perceptual

Using words that are misinterpreted by others

ex.) Ford released a truck called “Fiera” into Spanish-speaking countries...it meant “ugly old woman” in Spanish!

View of Others ex.) Some U.S . managers view their foreign subordinates as being less qualified than their US peers.

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The Impact of Culture

Cultural Values

ex.) People in the Middle Eastern countries do not relate to and

communicate with one another in a loose, general way as do those in the U.S.

Misinterpretation

ex.) U.S. managers doing business in Austria often misinterpret the fact that local business people always address them in formal terms...Sir, Mr., Mrs.,

Miss...

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U.S. Proverbs Representing Cultural Values

Proverb Cultural ValueTime is money

Don’t cry over spilt milk

Waste not, want not

Early to bed, early to rise, makes- one healthy, wealthy, and wise

A stitch in time saves nine

If at first you don’t succeed, try, try again

Take care of today, and tomorrow will take car of itself

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U.S. Proverbs Representing Cultural Values

Proverb Cultural ValueTime is money Time Thriftiness

Don’t cry over spilt milk Practicality

Waste not, want not Frugality

Early to bed, early to rise, makes-Diligence; one healthy, wealthy, and wise work ethic

A stitch in time saves nine Timeliness

If at first you don’t succeed,Persistence; try, try again work ethic

Take care of today, and Preparation- tomorrow will take car of itself for the future

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Non-Verbal CommunicationRich in meaning / complex–Dress (clothing, physical appearance)

–Proxemics (use of physical space)

–Paralinguistics (language forms; qualities, volume, pitch, hesitations)

–Kinesics / body language (gestures, expressions, body movements, posture)

–Haptics: (touching; pat, handshake, arm around the shoulder)

–Chronemics: (use of time)

–Chronomics (use of colors)

– Iconics: (use of physical objects: e.g. trophies, decorating style)

See Table 8-7, p. 211

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Achieving Communication Effectiveness

NEED TO: Improve Feedback Systems Provide Language Training

Provide Cultural Training

Increase Flexibility and Co-operation

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Footware International

Contentious society– Extremists?

John Carlson– One of only 4 foreigners working for

companyMgr. of Production, marketing, and sales

All employees in Development and marketing department were Moslem

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