Business Communication Today PDF

Business Communication Today Fifteenth Edition Chapter 3 Communication Challenges in a Diverse, Global Marketplace Copyright © 2021, 2018, 2016 Pearson Edu...

Business Communication Today Fifteenth Edition Chapter 3 Communication Challenges in a Diverse, Global Marketplace Copyright © 2021, 2018, 2016 Pearson Education, Inc. All Rights Reserved. Learning Objectives 3.1 Discuss the opportunities and challenges of intercultural communication. 3.2 Define cultural competency, and explain the influence of culture on business communication. 3.3 Explain the importance of recognizing cultural variations, and list eight key dimensions of cultural diversity. 3.4 List four general guidelines for adapting to any business culture. 3.5 Identify six steps you can take to improve your intercultural communication skills. Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. The Advantages of a Diverse Workforce A broader range of views and ideas A better understanding of diverse, fragmented markets A broader pool of talent from which to recruit Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. The Challenges of Intercultural Communication Connecting with and Motivating Diverse Employees Fostering Harmony in Diverse Teams Ensuring that Messages are Sent, Received, and Properly Encoded Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Cultural Influences Affect The way we communicate is deeply influenced by the culture in which we were raised. The meaning of words, the significance of gestures, the importance of time and space, the rules of human relationships—these and many other aspects of communication are defined by culture. Language (Bahasa, Mandarin, Tamil) Nonverbal signals (hand gestures: just a drink or signaling a beer ) Word meaning (pekerja vs karyawan) Time and space issues (i.e punctuality and the distant during conversation) Rules of human relationships (i.e respecting the elders) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Understand the Concept of Culture Culture is a shared system of symbols, beliefs, attitudes, values, expectations, and norms for behavior. Our cultural background influences the way we prioritize what is important in life, helps define our attitude toward what is appropriate in a given situation, and establishes rules of behavior. We Each Belong to Several Cultures, each with its Own Special Language and/or Customs – Ethnic group (i.e Malay) – Religious group (i.e Muslim) – Professional group (i.e Academician) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Understanding the Concept of Culture Automatic (people learn culture directly and indirectly from others in the group, sometimes we are told which behaviors are acceptable and sometimes we learn by observing others – i.e kissing the hand of people older than you during Hari Raya) Coherent ((a culture seems to be fairly logical and consistent when viewed from the inside, certain norms within a culture may not make sense to someone outside the culture – i.e taking shoes off before entering house) Complete (provide members with most of the answers to life’s big questions) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Major Dimensions of Cultural Diversity Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Contextual Differences High-Context Culture Low-Context Culture Relies More on Nonverbal Relies More on Verbal Communication Communication Less Emphasis on Verbal Less Emphasis on Nonverbal Communication Communication Indirect Method of Communication Direct Method of Communication Goal is to Build Relationships Rather Goal is to Exchange Information Than Exchange Information Rather Than Build Relationships Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Legal and Ethical Differences Actively Seek Mutual Ground Send and Receive Messages Without Judgment Send Messages that are Honest Show Respect for Cultural Differences (i.e working hours during Ramadhan) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Social Differences. Social norms can vary from culture to culture in the following areas: Attitudes Toward Work and Success (in US, a widespread view is that people who attain success through individual effort and initiative are to be admired) Roles and Status (culture also dictates how people show respect and signify rank) Use of Manners ( what is polite in one culture may be considered rude in another, i.e asking about how was your weekend) Concepts of Time (viewing time as a limited resource vs see time as more flexible) Future Orientation (planning for and investing in the future vs oriented more toward the present ) Openness and Inclusiveness (cultures vary on how open they are to accepting people from other cultures ) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Nonverbal Communication Greetings (Do people shake hands, bow, or kiss lightly (on one side of the face or both)?) Personal Space (When people are conversing, do they stand closer together or farther apart) Touching (Do people touch each other on the arm to emphasize a point or slap each other on the back to show congratulations? Or do they refrain from touching altogether) Facial Expressions Eye Contact (eye contact is a sign of honesty and openness in the United States, but in other cultures it can be a sign of aggressiveness or disrespect) Posture (slouching vs sit up right) Formality (does the culture seem more or less formal than ours?) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Age Differences The Silent Generation (born 1928–1945) Baby Boomers (1946–1964, got its name from the population boom in the years following World War II) Generation X (1965–1980) Millennials or Gen Y (1981–1996) “Post-Millennials” (Generation Z) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Ability Differences Respect for Individuals – Neurodiversity (atypical thought and behavior patterns such as autism and social anxiety disorders) Sensitivity to Differences (success starts with respect for individuals and sensitivity to differences) Availability of Assistive Technologies (create a vital link for thousands of employees with disabilities, giving them opportunities to pursue a greater range of career paths and giving employers access to a broader base of talent) Example of assistive technologies: Braile displays, hearing aids, screen readers, etc. Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Guidelines for Adapting to Any Business Culture Become aware of your own biases (For instance, knowing that you value independence and individual accomplishment will help you communicate more successfully in a culture that values consensus and group harmony) Be careful about applying the “Golden Rule: Treat people the way you want to be treated” (people don’t always want to be treated the same way you want to be treated, so it is best to treat people the way they want to be treated) Be accommodating and respectful, even if you don’t understand or agree Practice patience and maintain a sense of humor (sense of humor help people to move past awkward and embarrassing moments) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Guidelines for Adapting to U.S. Business Culture Individualism (U.S. culture generally expects individuals to succeed by their own efforts, and it rewards individual success. Even though teamwork is emphasized in many companies, competition between individuals is often expected and even encouraged.) Equality (in America, equality is applied to race, gender, social background, and even age) Privacy and Personal Space (People in US expect you to knock before entering a closed office and to avoid asking questions about personal beliefs or activities until they get to know you well.) Time and Schedules (U.S. businesses value punctuality and the efficient use of time) Religion (US have no official state religion, people are expected to respect each other’s beliefs) Communication Style (tends to be direct and focus more on content and transactions than on relationships or group harmony.) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Studying Other Cultures Knowledge, Ability, and Motivation Research, Practice, and Honest Effort Websites, Books, Print Media, Music, and Apps Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Overcoming Ethnocentrism and Stereotyping Belief that your Assumptions or own generalizations culture/ethnic on certain group is superior characteristics to other such as age, culture/ethnic gender, or race group. Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Studying Other Languages Increased Career Opportunities Common Phrases for Everyday Business and Social Situations Mobile Devices, Apps, and Websites Avoid Assumptions and Learn About Other Languages and Dialects Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Respecting Preferences for Communication Style Level of Directness (US workers are open & direct vs Japan or China less direct) Degree of Formality (i.e addressing your boss with their designation vs by names only) Media Preferences (email vs Whatsapp) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Writing Clearly (1 of 2) Choose words carefully Avoid words with multiple meanings (i.e avoid jargons) Write short, clear sentences Keep paragraphs short Use transitions generously (Help readers follow your train of thought, tie related points together with expressions such as in addition and first, second, and third) Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Writing Clearly (2 of 2) Address international correspondence properly Cite numbers and dates in local formats Avoid slang and idiomatic phrases Avoid humor and references to popular culture Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Speaking and Listening Clearly Adjust content and style Be mindful of communication medium and circumstances Be aware of nonverbal communication styles and cultural norms Speak slowly and clearly without being condescending Ask for feedback and rephrase as necessary Confirm for agreement Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Using Interpreters, Translators, and Translation Software Interpreters – for spoken communication Translators – for both spoken and written communication Computerized Translation Tools Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved. Helping Others Adapt to Your Culture Look for Opportunities to Help Offer Advice on Word Choice Suggest Appropriate Communication Styles and Media Help Simplify the Communication Process Copyright © 2021, 2018, 2016, Pearson Education, Inc. All Rights Reserved.