communicating in a world of diversity

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 1

Communicating Communicating in a World of Diversityin a World of Diversity


Communication Communication in a Diverse Worldin a Diverse World

• Diversity – Individual characteristics– Individual experiences

• Intercultural communication– Cultural backgrounds– Cultural differences


Opportunities in a Global Opportunities in a Global MarketplaceMarketplace

• New customers

• New labor sources

• New job possibilities


Advantages of a Diverse Advantages of a Diverse WorkforceWorkforce

• Connect with customers

• Expand talent pool


Challenges of Intercultural Challenges of Intercultural CommunicationCommunication

• Language, nonverbal signals,

perception patterns, values and beliefs

– Communicating with employees

–Motivating employees

– Promoting harmony and cooperation


Enhancing Sensitivity to Enhancing Sensitivity to Culture and DiversityCulture and Diversity

• Understanding the concept of culture

• Overcoming ethnocentrism and stereotyping

• Recognizing variations in a diverse world.

• Adapting to U.S. business culture


The Concept of CultureThe Concept of Culture

• Shared system– Beliefs– Symbols– Attitudes– Values– Expectations– Norms


Characteristics of Characteristics of CulturesCultures

• Automatic

• Coherent

• Complete


Negative Cultural Negative Cultural AttitudesAttitudes

• Ethnocentrism

• Xenophobia

• Stereotyping


Cultural PluralismCultural Pluralism

• Avoiding assumptions

• Avoiding judgments

• Acknowledging distinctions


Recognizing Variations Recognizing Variations in a Diverse Worldin a Diverse World

• Contextual

• Legal and ethical

• Social

• Nonverbal

• Age

• Gender

• Religion

• Ability


Cultural ContextCultural Context

• High-context and low-context

– Decision-making practices

– Problem-solving techniques

– Negotiating styles


Legal and Ethical Legal and Ethical BehaviorBehavior

• Seek common ground

• Withhold judgment

• Send honest messages

• Respect differences


Social Behavior Social Behavior DifferencesDifferences

• Work and success

• Roles and status

• Use of manners

• Concepts of time


Nonverbal DifferencesNonverbal Differences

• Greetings and touching

• Personal space

• Facial expressions

• Eye contact

• Posture

• Formality


Age DifferencesAge Differences

• Types of culture

– Youth-oriented

– Senior-oriented

• Cultural associations

– Power

– Respect

– Freedom


Gender DifferencesGender Differences

• Existing workplace cultures

• Communication styles


Religious DifferencesReligious Differences

• Personal beliefs

• Inclusive workplaces


Ability DifferencesAbility Differences

• Assistive technologies– Customers– Colleagues


Adapting to Adapting to U.S. Business CultureU.S. Business Culture

• Individualism

• Equality

• Privacy and personal space

• Time and schedules

• Religion

• Communication style


Improving Intercultural Improving Intercultural Communication SkillsCommunication Skills

• Study other cultures and languages

• Respect communication styles

• Speak and write clearly

• Listen carefully

• Use interpreters or translators

• Help others adapt to your culture


Studying Other CulturesStudying Other Cultures

• Social customs• Clothing and food• Political patterns• Religious and folk beliefs• Economics and business• Ethics, values, and laws


Learning LanguagesLearning Languages

• Facilitate communication

• Promote business relationships


Respecting Communication Respecting Communication PreferencesPreferences

• Degree of formality

• Level of directness

• Writing or speaking


Writing ClearlyWriting Clearly

• Use simple, clear language• Be concise (brief)• Use transitional elements• Address correspondence properly• Cite numbers/dates carefully• Avoid slang, idioms, and jargon• Avoid humor or popular culture references


Intercultural Intercultural ConversationsConversations

• Speak slowly and clearly

• Rephrase as needed

• Seek feedback

• Don’t patronize

• Double check for agreement


Listening CarefullyListening Carefully

• Learn vocal patterns

• Show respect

• Ask questions


Using Interpreters or Using Interpreters or TranslatorsTranslators

• Human beings– Interpretation– Cultural context– Non-verbal cues

• Software– Translation–Words and phrases– Gist of the message


Helping Others AdaptHelping Others Adapt

• Speaking and listening– Conference calls– Face-to-face conversations

• Reading and writing– Intranet sites– Email and instant messaging

communicating in a world of diversity

Documents

timebusiness communication

prentice hall

diverse worldcontextuallegal

diverse workforceconnect

cultural contexthighcontext

nonverbal signals

nonverbal differencesgreetings

perception patterns