thill ebc08 basic ppt 03

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 1

Communicating Communicating in a World of in a World of

DiversityDiversity


Communication Communication in a Diverse Worldin a Diverse World

MulticulturalDiversity

Intercultural Communication

Individual CharacteristicsIndividual Characteristics

Individual ExperiencesIndividual Experiences

Cultural BackgroundsCultural Backgrounds

Cultural DifferencesCultural Differences


Opportunities in a Global Opportunities in a Global MarketplaceMarketplace

CustomersCustomersCustomersCustomers

Labor SourcesLabor SourcesLabor SourcesLabor Sources

Job PossibilitiesJob PossibilitiesJob PossibilitiesJob Possibilities


Advantages of a Diverse Advantages of a Diverse WorkforceWorkforce

Connectingwith Customers

Connectingwith Customers

Expanding theTalent Pool

Expanding theTalent Pool


Challenges of Challenges of Intercultural Intercultural

CommunicationCommunication

Values andBeliefs

NonverbalSignalsEmployee MotivationEmployee Motivation

Employee CommunicationEmployee Communication

Harmony and CooperationHarmony and CooperationPerceptionPatterns

LanguageUsage


Enhancing Sensitivity to Enhancing Sensitivity to Culture and DiversityCulture and Diversity

The U.S. Business CultureThe U.S. Business Culture

Variations in a Diverse WorldVariations in a Diverse World

Ethnocentrism & StereotypingEthnocentrism & Stereotyping

The Concept of CultureThe Concept of Culture


The Concept of CultureThe Concept of Culture

Symbols Attitudes

Beliefs Expectations

Values Norms

Shared SystemShared System

AttitudesAttitudes

RulesRules

PrioritiesPriorities


Characteristics of Characteristics of CulturesCultures

AssumptionsAssumptions

Th

oug

hts

Th

oug

hts B

eha

vior

Be

havio

r

CommunicationCommunication

AutomaticAutomaticAutomaticAutomatic CoherentCoherentCoherentCoherent CompleteCompleteCompleteComplete


Negative Cultural Negative Cultural AttitudesAttitudes

EthnocentrismEthnocentrismEthnocentrismEthnocentrism

XenophobiaXenophobiaXenophobiaXenophobia

StereotypingStereotypingStereotypingStereotyping


Cultural PluralismCultural Pluralism

Accept DistinctionsAccept Distinctions

Avoid AssumptionsAvoid Assumptions

Avoid JudgmentsAvoid Judgments


Recognizing Variations Recognizing Variations in a Diverse Worldin a Diverse World

ContextualContextual Legal andEthical

Legal andEthical SocialSocial NonverbalNonverbal

AgeAge GenderGender ReligionReligion AbilityAbility


Cultural ContextCultural Context

Decision Making PracticesDecision Making PracticesDecision Making PracticesDecision Making Practices

Problem Solving TechniquesProblem Solving TechniquesProblem Solving TechniquesProblem Solving Techniques

Negotiating StylesNegotiating StylesNegotiating StylesNegotiating Styles

LowContext

LowContext

HighContext

HighContext


Legal and Ethical Legal and Ethical BehaviorBehavior

Seek Mutual GroundSeek Mutual Ground

Withhold JudgmentWithhold Judgment

Respect DifferencesRespect Differences

Send Honest MessagesSend Honest Messages


Social Behavior Social Behavior DifferencesDifferences

Work and SuccessWork and SuccessWork and SuccessWork and Success Roles and StatusRoles and StatusRoles and StatusRoles and Status

Use of MannersUse of MannersUse of MannersUse of Manners Concepts of timeConcepts of timeConcepts of timeConcepts of time


Nonverbal DifferencesNonverbal Differences

Greetingsand Touching

Greetingsand Touching

Eye ContactEye Contact

PersonalSpace

PersonalSpace

PosturePosture

FacialExpressions

FacialExpressions

FormalityFormality


Age DifferencesAge Differences

Youth OrientedYouth Oriented Senior OrientedSenior Oriented

Authority

Freedom

PowerRe

spec

t


Gender DifferencesGender Differences

Existing WorkplaceCultures

Existing WorkplaceCultures

Styles ofCommunication

Styles ofCommunication


Religious Religious DifferencesDifferences

Personal BeliefsPersonal Beliefs Workplace IssuesWorkplace Issues


Ability DifferencesAbility Differences

Assistive Technologies

CustomersCustomers

ColleaguesColleagues

EmployeesEmployees


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

IndividualismIndividualismIndividualismIndividualism EqualityEqualityEqualityEquality

Time andTime andSchedulesSchedules

Time andTime andSchedulesSchedules

ReligiousReligiousBeliefsBeliefs

ReligiousReligiousBeliefsBeliefs

Privacy andPrivacy andPersonal SpacePersonal Space

Privacy andPrivacy andPersonal SpacePersonal Space

CommunicationCommunicationPreferencesPreferences

CommunicationCommunicationPreferencesPreferences


Improving Intercultural Improving Intercultural Communication SkillsCommunication Skills

• Studying cultures and languages

• Respecting communication styles

• Speaking and writing clearly

• Listening carefully to others

• Using interpreters or translators

• Helping others adapt to your culture


Studying Other Studying Other CulturesCultures

Social CustomsSocial Customs

Clothing and FoodClothing and Food

Political PatternsPolitical Patterns


Studying Other Studying Other CulturesCultures

Religion Religion and Folk Beliefsand Folk Beliefs

Business andBusiness andEconomicsEconomics

Ethics, Values,Ethics, Values,and Lawsand Laws


Learning LanguagesLearning Languages

FacilitateFacilitateCommunicationCommunication

Promote BusinessPromote BusinessRelationshipsRelationships


Respecting Respecting Communication Communication

PreferencesPreferencesDegree of Formality

Level of Directness

Writing or Speaking


Writing ClearlyWriting Clearly

Plain EnglishPlain EnglishPlain EnglishPlain English

ConcisenessConcisenessConcisenessConciseness

International AddressesInternational AddressesInternational AddressesInternational Addresses

Slang, Jargon, and IdiomsSlang, Jargon, and IdiomsSlang, Jargon, and IdiomsSlang, Jargon, and Idioms

Clear LanguageClear LanguageClear LanguageClear Language

Transitional ElementsTransitional ElementsTransitional ElementsTransitional Elements

Numbers and DatesNumbers and DatesNumbers and DatesNumbers and Dates

References to CultureReferences to CultureReferences to CultureReferences to Culture


Intercultural Intercultural ConversationsConversations

Speak clearly

Rephrase if needed

Seek feedback

Don’t patronize

Check understanding


Listening CarefullyListening Carefully

Vocal PatternsVocal PatternsVocal PatternsVocal PatternsAsk Ask

QuestionsQuestionsShowShow

RespectRespect

PitchPitchPitchPitch ToneToneToneTone SpeedSpeedSpeedSpeed VolumeVolumeVolumeVolume


Translators or Translators or

InterpretersInterpreters

SoftwareSoftwareSoftwareSoftwareHuman BeingsHuman BeingsHuman BeingsHuman Beings

Cultural ContextCultural ContextCultural ContextCultural Context

Non-Verbal CuesNon-Verbal CuesNon-Verbal CuesNon-Verbal Cues

Words and PhrasesWords and PhrasesWords and PhrasesWords and Phrases

Gist of the MessageGist of the MessageGist of the MessageGist of the Message

InterpretationInterpretationInterpretationInterpretation TranslationTranslationTranslationTranslation


ReadingReadingand Writingand WritingReadingReading

and Writingand WritingSpeaking Speaking

and Listeningand ListeningSpeaking Speaking

and Listeningand Listening

Helping Others AdaptHelping Others Adapt

Conference CallsConference CallsConference CallsConference Calls

Face-to-FaceFace-to-FaceConversationsConversations

Face-to-FaceFace-to-FaceConversationsConversations

Intranet SitesIntranet SitesIntranet SitesIntranet Sites

Email andEmail andInstant MessagingInstant Messaging

Email andEmail andInstant MessagingInstant Messaging

thill ebc08 basic ppt 03

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