INTERCULTURAL COMMUNICATION

Intercultural Communication is the process of sending and receiving messages between people whose cultural background could lead them to interpret verbal and non-verbal signs differently.

What is a culture?

 Culture is the "lens" through which you view the world. It is central to what you see, How you make sense of what you see, How you express yourself.
"Culture is the art elevated to a set of beliefs." Tom Wolfe

Four Fundamental Patterns of Cultural Difference

What is different?
1. Communication Styles 2. Attitudes toward conflicts 3. Decision making style

4. Approaches to knowing

What is hidden below the surface?

1. Beliefs 2. Values 3. Expectations 4. Attitudes

Why Intercultural Communication Is Important

Globalization: Cross border movement of people,

goods and data brings more and more cultures into contact with one another and increases the potential of cross culture communication.
Business Opportunities Job Opportunities Improves the contribution of employees in a diverse workforce Sharing of views and ideas Talent improvisation An understanding of diverse market

Factors Affecting Intercultural Communications

High Context and Low Context Cultures

High Context Culture:- Cultures that rely heavily on nonverbal and subtle situational cues in communication. Low Context Culture:- Cultures that rely heavily on words to convey meaning in communication.

Culture and message context: High, mid-range, and low

High context cultures

Subtle message content Non-verbal (contextual) are often very important Medium is often more important than message Rank of receiver can affect medium and message Countries: China, India, Japan, Korea

Mid-range context cultures

Both verbal and non-verbal communication is often used in tandem. Medium and message are both important Most countries fall somewhere within this midrange category Countries: Brazil, Canada, France, Morocco, Nigeria

Low context cultures

Overt message content Non-verbal cues often unimportant or ignored Message is typically more important than the medium Rank of message sender or recipient may affect message or medium Countries: Australia, Germany, Russia, USA

CODES USED IN COMMUNICATION

Verbal Communication Words Voice Non-Verbal Communication Gestures Postures Facial Expressions Eye Contact Vocal Characteristics Personal Appearance Touch

Verbal Communication Differences

1.Words 2.Voice

1. Cultural influences on message content

Appropriate topics for discussion: What topics are taboo for discussions? (family? illness? politics?)
Affirmations and rejections: Must you agree? Can you say no? Openness to express opinions: Can you really express your opinions? (speaking to superiors? Speaking to inferiors?)

2. Cultural influences on message context

On average, verbal communication only carries about 35 percent of message content in a twoway conversation. This suggests that non-verbal communication can be critical in filling in the blanks in a twoway exchange. Cultures can be differentiated based on the extent to which they generally emphasize high or low context in their communication patterns.

3a. Cultural influences on appropriate formalities (communication protocols)

Opening a conversation: Who should speak first? Should we be assertive or passive? Ending a conversation: Who should end the conversation? Is there a formal end or do people just wander off? Presenting ideas or proposals: Should you present a proposal all-at-once or piece-by-piece? Interruptions and silence: Is it acceptable to interrupt? Are you comfortable with periods of silence? Vocal characteristics: Should you speak fast of slow, loud or soft?

3b. Cultural influences on appropriate behaviors (communication protocols)

Apologies: When should you accept blame? How to save your own and others face?
Disagreements: How should you express your disagreements? Emotional displays: is it OK to yell or cry? Feedback: How (and when) should you provide someone with feedback? Requests: How do you make a request?

Consider: An 8:00 meeting

Canadian sales rep seeks to make an 8:00 appointment with a prospective Brazilian buyer. She assumes the buyer understands that 8:00 means 8:00 sharp (monochromic time), and that buyer agrees to meet at this time.

Brazilian buyer agrees to the meeting, but he assumes that 8:00 is only an approximate time of arrival, and might change in response to other pressing issues (polychronic time). He assumes his Canadian counterpart also understands that the agreed upon time is only a rough estimate.

Results: Each party has a different logic about the situation; each has different assumptions. At least oneand possibly both partiesrisk being disappointed or frustrated when they meet, leading possibly to a poor business outcome.

Challenges Facing Non Native Speakers

Native English speaker speaking English Thinks in English Speaks in English Understands subtleties of English language conversations Since messages are usually clearly understood, action implications are also clear. Non-native English speaker speaking English Thinks in other language; often must interpret incoming and outgoing messages Often limited vocabulary Often lacks sensitivity to subtleties of English language conversations Since messages are not always clearly understood, action implications can also be unclear.

Non-Verbal Communication Differences

Cultural influences on message context

Facial expressions: Is it acceptable to show joy or anger?
Personal space: How close should we stand to one another?

Body language: Is it acceptable to point at someone? If so, how? What are the implications of bad posture? Secret communication: Do we use secret codes or symbols to convey meaning that others cannot detect?

Barriers to Cross-Cultural Business Communication

Modern Day Factors which contribute to and complicate cross-cultural differences and conflicts

Internationalization Downsizing Mergers Acquisitions Joint Ventures

Obstacles To Effective Cross Cultural Communication

Lack of communication Lack of spoken dialogue Lack of information Lack of feedback (+ or -) Being too selective in providing information can cause suspicion and jealosy internal strife. Lack of interest, trust and respect

Blocks to Cultural Communication

1. Ethnocentrism : Inability to accept another culture's world view; "my way is the best." 2. Discrimination : Differential treatment of an individual due to minority status; actual and perceived; e.g., "we just aren't equipped to serve people like that." 3. Stereotyping : Generalizing about a person while ignoring presence of individual difference; e.g., "she's like that because she's Asian all Asians are nonverbal."

4.Cultural Blindness: Differences are ignored and one proceeds as

though differences did not exist; e.g., "there's no need to worry about a person's culture

5.Cultural Imposition: Belief that everyone should conform to the

majority; e.g., "we know what's best for you, if you don't like it you can go elsewhere."

6.Tone Difference : Formal tone change becomes embarrassing and

off-putting in some cultures.

Outputs of Poor Cross-Cultural Communication

Loss of customers Poor staff retention-high turnover Power strategy Poor working conditions Misunderstandings Stress Poor morale Poor productivity Lack of cooperation Loss of profits

Skills To Overcome Differences

Understanding Body Language

United States of America Americans tend to refrain from greetings that involve hugging and other close physical contact. When sitting, U.S. citizens often look very relaxed. They may sometimes sit with the ankle of one leg on their knee. Arab Countries

The left hand is considered unclean in the Arab countries.

When sitting, keep both feet on the ground. The "thumbs up" sign is offensive throughout the Arab world. South Korea

Bows are used for expressing appreciation, making apologies and requests, as well as for greetings and farewells.
When the Japanese want to give the impression that they are in deep thought, they will sometimes fold their arms.

Things To Remember While Interacting And Connecting With People

BUSINESS ATTIRE

Case In Point : Eye Contact

In some cultures, looking people in the eye is assumed to indicate honesty and straightforwardness; in others it is seen as challenging and rude.

Selecting and Presenting Business Gifts

 Unwrapping gifts

Saudi Arabia - Gifts are opened in private.

USA - Gifts are opened in public Appreciated Gifts

Indonesia - Gifts, such as tokens memento of your country or your company logo
Turkey - Wine or liquor if you are sure your hosts drink alcohol, Candy, pastries & Roses, Glassware, such as a vase, goblet, or decanter make prized gifts Gifts to avoid UAE - Alcohol / perfumes containing alcohol and pork and pigskin products to be avoided China - Do not give anything in sets of four or gifts that carry the association of death, funerals such as clocks, cut flowers, white objects.

How do you do it?

The handshake should be firm. While shaking hands establish eye contact and

always smile
The person who initiates the handshake is the

one who closes it.

Improving Cross Culture Communication

W e l c o m e To p i c s d u r i n g a Conversation

Welcome Topics of Conversation:

Indonesia: Family, travel/tourism, sports, praising the local cuisine, future plans and success of the group or organization Germany: Sports--particularly soccer, tennis, current events, politics, among those who imbibe, beer is often a good topic of conversation

Topics to Avoid:
Indonesia: Politics, corruption, criticism of Indonesian ways, commenting on Indonesian customs that you find peculiar, religion

Saudi Arabia: Middle Eastern politics and International oil politics, Israel, criticizing or questioning Islamic beliefs, women/ inquiries or complimentary remarks about the female family members of your Saudi associates

South Korea: Korean politics/local politics, The Korean War, Socialism and Communism, Japan and your contacts in Japan, your host's wife, Personal family matters

Germany: World War II, personal questions,

TEN Pre-cautions in Cultural Communication

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Slow Down Separate Questions Avoid Negative Questions Take Turns Write it down Be Supportive Check Meanings Avoid Slangs Watch the humour Maintain Etiquette

Business in Todays Scenario is not a National Match but is a Olympics, where there are International Players. Only that Individual / Company can survive which has done its homework well & developed its uniqueness.

The reasonable person adapts himself to the world, while the unreasonable one persists in trying to adapt the world to himself

QUERIES

QUERIES