Download - 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
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 2
Communication Communication in a Diverse Worldin a Diverse World
• Diversity – Individual characteristics– Individual experiences
• Intercultural communication– Cultural backgrounds– Cultural differences
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 3
Opportunities in a Global Opportunities in a Global MarketplaceMarketplace
• New customers
• New labor sources
• New job possibilities
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 4
Advantages of a Diverse Advantages of a Diverse WorkforceWorkforce
• Connect with customers
• Expand talent pool
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 5
Challenges of Intercultural Challenges of Intercultural CommunicationCommunication
• Language, nonverbal signals,
perception patterns, values and beliefs
– Communicating with employees
–Motivating employees
– Promoting harmony and cooperation
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 6
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
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 7
The Concept of CultureThe Concept of Culture
• Shared system– Beliefs– Symbols– Attitudes– Values– Expectations– Norms
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 8
Characteristics of Characteristics of CulturesCultures
• Automatic
• Coherent
• Complete
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 9
Negative Cultural Negative Cultural AttitudesAttitudes
• Ethnocentrism
• Xenophobia
• Stereotyping
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 10
Cultural PluralismCultural Pluralism
• Avoiding assumptions
• Avoiding judgments
• Acknowledging distinctions
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 11
Recognizing Variations Recognizing Variations in a Diverse Worldin a Diverse World
• Contextual
• Legal and ethical
• Social
• Nonverbal
• Age
• Gender
• Religion
• Ability
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 12
Cultural ContextCultural Context
• High-context and low-context
– Decision-making practices
– Problem-solving techniques
– Negotiating styles
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 13
Legal and Ethical Legal and Ethical BehaviorBehavior
• Seek common ground
• Withhold judgment
• Send honest messages
• Respect differences
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 14
Social Behavior Social Behavior DifferencesDifferences
• Work and success
• Roles and status
• Use of manners
• Concepts of time
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 15
Nonverbal DifferencesNonverbal Differences
• Greetings and touching
• Personal space
• Facial expressions
• Eye contact
• Posture
• Formality
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 16
Age DifferencesAge Differences
• Types of culture
– Youth-oriented
– Senior-oriented
• Cultural associations
– Power
– Respect
– Freedom
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 17
Gender DifferencesGender Differences
• Existing workplace cultures
• Communication styles
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 18
Religious DifferencesReligious Differences
• Personal beliefs
• Inclusive workplaces
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 19
Ability DifferencesAbility Differences
• Assistive technologies– Customers– Colleagues
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 20
Adapting to Adapting to U.S. Business CultureU.S. Business Culture
• Individualism
• Equality
• Privacy and personal space
• Time and schedules
• Religion
• Communication style
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 21
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
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 22
Studying Other CulturesStudying Other Cultures
• Social customs• Clothing and food• Political patterns• Religious and folk beliefs• Economics and business• Ethics, values, and laws
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 23
Learning LanguagesLearning Languages
• Facilitate communication
• Promote business relationships
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 24
Respecting Communication Respecting Communication PreferencesPreferences
• Degree of formality
• Level of directness
• Writing or speaking
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 25
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
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 26
Intercultural Intercultural ConversationsConversations
• Speak slowly and clearly
• Rephrase as needed
• Seek feedback
• Don’t patronize
• Double check for agreement
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 27
Listening CarefullyListening Carefully
• Learn vocal patterns
• Show respect
• Ask questions
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 28
Using Interpreters or Using Interpreters or TranslatorsTranslators
• Human beings– Interpretation– Cultural context– Non-verbal cues
• Software– Translation–Words and phrases– Gist of the message
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 29
Helping Others AdaptHelping Others Adapt
• Speaking and listening– Conference calls– Face-to-face conversations
• Reading and writing– Intranet sites– Email and instant messaging