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Intercultural Business Communication

Intercultural Business Communication. WANG Guanglin ， 2013-08-11 nathan_wang@126.com. Course Overview. Unit 1: The Intercultural Challenge in International Business Unit 2: Communication: an Intercultural Perspective Unit 3: Culture, Language and Communication

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Intercultural Business Communication

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  1. Intercultural Business Communication WANG Guanglin，2013-08-11 nathan_wang@126.com

  2. Course Overview Unit 1: The Intercultural Challenge in International Business Unit 2: Communication: an Intercultural Perspective Unit 3: Culture, Language and Communication Unit 4: Dimensions of Culture in International Business Unit 5: Cultural Shock and Intercultural Adaptation Unit 6: Intercultural Communication Competence Unit 7: Verbal Communication in International Business Unit 8: Cultural Translation and International Business Unit 9: Non-verbal Communication in International Business Unit 10: Intercultural Business Etiquette and Protocol Unit 11: Intercultural Marketing Communication Unit 12: Intercultural Business Negotiation Unit 13: Intercultural Management Communication Unit 14: Team Work & Leadership across Cultures Unit 15: Job Searching Skill in Global Workplace

  3. Unit Layout • 1. Learning Objective • 2. Case and case analysis (including video) • 3. Intercultural Business Communication Theories • 4. Summary • 5. Communication workshop skills • 6. Key terms • 7. Chapter Review Quiz • 8. Study questions

  4. Why Intercultural Business Communication • 根据高盛集团（Goldman Sachs Group）统计，新兴市场过去20年股票涨了5倍，达到80万亿美元。 • 根据英国贸易和投资办公室（UK Trade and Investment office (UKTI)）的统计，到2030年，93%的世界中产阶级将会生活在新兴市场。全球经济与跨文化沟通能力亟待加强。 • 根据世界贸易组织的研究，到了年末，全球创新1000强(Global 1000)中，70%的工人将会是非母语工作人员。

  5. Why Intercultural Business Communication 根据（McKinsey Global Institute）的研究统计，“新兴市场国家只有13%的大学生适合在跨国公司工作，其不适应的主要原因就是英语技能差”。 环球英语（Global English）2010年对152个国家26000名客户调查，92%的雇员认为英语对他们工作至关重要。

  6. Why Intercultural Business Communication 美国（The U.S. Department of Education）指出，到了21世纪，60%的工作现有人员中只有20%能够胜任，因为到了现代社会，交际是生存的重要技能，而他们大多欠缺。 ---- 2007年，《哈佛商业评论》:“那些将更多的资金投入到人才管理中的机构会在各个方面大大超过竞争对手，包括每股收益、毛利率和每个员工的市值”。

  7. Why You Need to Build Career Skills Strong communication skills are: • necessary for hiring. • top skill set sought by employers. • critical for promotion. • essential for effective job performance. • more important now as a result of technology. • learned through instruction and practice.

  8. Ensure Your Success as a Knowledge Worker In today’s Information Age, expect to • work with words, figures, and data • think critically • make decisions • take charge of your career • continue learning all your life

  9. Factors that Affect You in the New Workplace • Heightened global competition • Interconnectedness of cultures • Flattened management hierarchies • Expanded team-based management • Innovative communication technology • New work environments • Increasingly diverse workforce

  10. Aphorism • We are what we think. • All that we are arises with our thoughts. • With our thoughts we make the world. • ---- Gautama Buddha (c. 563 – c. 483 BC)

  11. Unit 1: The Intercultural Challenge in International Business Chapter objective: By the end of this chapter, you should be able to • understand the impact of globalization on intercultural communication • understand to what extent your reactions, behaviors, and practices are culturally conditioned. • identify, accept and adjust to cultural differences

  12. Unit 1: The Intercultural Challenge in International Business • identify and solve potential problems in intercultural communication • apply communication ideas and concepts to effective practices in intercultural communication • adjust to culturally based differences in communication style and differences in perception • apply and analyze cases related to cultural practices in international business.

  13. Case 1 • Confucius Institute in Slovenia • W and H Issue • When and where did this story happen? • Who was involved? • What kind of communication or mis-communications occurred? • How did you feel at the time? • How far did you feel the incident was caused by cultural factors? • How was the situation changed after communication?

  14. 1. Globalization and International Business • ‘globalization functions as a set of texts, ideas, goals, values, narratives, dispositions and prohibitions, a veritable template for ordering and evaluating activities, which is “filled in” or inflected with the interests of whoever can access it’ (Tony Schirato, Jen Webb, Understanding Globalization, London: Sage Publications, 2003 : 200)

  15. 1. Globalization and International Business • Theodore Levitt’s (1983) article “Globalization of Markets”. • "We could be sitting here, somebody from New York, London, Boston, San Francisco, all live. And maybe the implementation is in Singapore, so the Singapore person could also be live here .. . That's globalization,"Thomas L. Friedman. The World is Flat: A Brief History of the Twenty-first Century. Picador I Farrar, Straus and Giroux: New York, 2007. p. 6. • Globophilia vs. Globophobia

  16. Globalization & China • China’s accession to the World Trade Organization (WTO) in 2001 • Of top 10 companies in Fortune 500, 3 are Chinese companies, and 92 Chinese companies are listed in Global 500 companies. • The Apple, Volkswagen, NIKE, Starbucks, Coca-Cola, McDonald’s, and Kentucky Fried Chicken are ubiquitous; DuPont; Alcatel; • At the same time, powerful Chinese domestic multinationals such as Huawei, Geely (Jili), Haier, Lenovo, PetroChina and SinoPec are shaking the world with their own economic power.

  17. Globalization of Markets • McDonald’s busiest location is not in US. • KFC is available over 11,000 locations in over 80 countries • In 2010, Toyota employed 325,905 people in the world, and As of March 2013, Japan is Toyota's largest hybrid market, with 2.318 million Toyota and Lexus hybrids sold. As of the end of Dec. 2012, Toyota conducts its business worldwide with 52 overseas manufacturing companies in 27 countries and regions. Toyota's vehicles are sold in more than 160 countries and regions. • GM collected revenues of $ 152.2 billion, employed 212,000 people and operated in over 100 countries in 2012.

  18. 2. Technology and the Internet • Facebook, • MySpace, • LinkedIn, • Weixin, Weibo • as of the end of June 2013, the number of China’s netizens reached 591 million, an increase of 26.56 million compared to the end of 2012.

  19. Internet Users in the World

  20. 3. Demographic Changes

  21. American Demographics

  22. Demographic issues • Population and energy population and consumption • How can we communicate with members of a culturally diverse workforce in ways that respect difference and help achieve organizational and individual goals? • How do members of the “sandwich generation” cope with the stresses of work and family concerns?

  23. Demographic issues • What are the various communication patterns and needs of individuals from different age groups? • How can we use communication technology to design virtual workplaces for employees in a variety of locations?

  24. 4. Global diaspora and multiculturalism Diaspora and multiculturalism The salad bowl Melting pot Cultural mosaic Unity in diversity or diversity in unity

  25. 5. Global Environmental Issues • Al Gore (An Inconvenient Truth ,2006), humanity’s role in climate change and the task governments, businesses, and individuals. (Show film) • December 2005, an earthquake created a tsunami along the coastal areas of 11 Indian Ocean nations, killing an estimated 230,000 people32 and leaving millions homeless.

  26. 5. Global Environmental Issues • October 2005, an earthquake in the Kashmir region, claimed as many as 79,000 lives and forced 3.5 million people into refugee camps. • May 2008, an earthquake devastated Sichuan Province in central China.

  27. Eco Issues • Economic vs. ecologic • Sand storm • Air-pollution (PM 2.5) • Hot weather • Oil leakage • Dead pigs phenomenon • Lung cancer (air), gastric cancer (food), liver cancer (water) – Ma Yun

  28. Barriers to Intercultural Business Communication

  29. When Cultures Collide

  30. Definitions of culture • “Culture…is the collective programming of the mind that distinguishes the members of one group or category of people from others.” • (Geert Hofstede,Gert Jan Hofstede & Michael Minkov. Cultures and Organizations: Software of The Mind-Intercultural Cooperation and Its Importance for Survival. New York: McGraw-Hill. 2010. p. 6)

  31. Software of the mind

  32. Language Nationality Education (general) Profession (specialized education) Group (ethnicity) Religion Family Sex Social class Corporate or organizational culture Sources of culture Sources of Culture

  33. Barriers to Intercultural Communication • Attitude • Perceptions • Stereotypes • Interpretation • Interdependence • Cultural Shock • Reverse cultural shock

  34. Perception Perception is a conscious sensory experience. Rubin's vase: What can you get out of this picture?

  35. Characteristics of Culture • Culture is learned • learning culture through proverbs • learning culture through folktales, legends and myths • Learning culture through art • Learning culture through mass media • Culture is shared • Culture is contextual • Culture is transmitted from generation to generation • Culture is dynamic • Culture is an integrated system

  36. Dichotomies of culture • Edward T. Hall. High Context vs. low context • Edward T. Hall. Polychronic vs. mono-chronic • Geert Hofstede. Five Dimensions • Trompenaars: Seven Dimensions

  37. Low Context vs. High Context Adopted from Mary Ellen Guffey. Business Communication, Process & Product, 6th Edition, Mason OH, South-Western Cengage. 2008, p. 75.

  38. Polychronic vs. Monochronic

  39. TrompenaarsComponents of Culture

  40. Yin yang Model Paradox 东西 危机 舍得 cross-cultural communication, intercultural communication, interdiscourse communication.

  41. Culture Shock

  42. Intecultural Business Communication (Linda Beamer)

  43. Feedback travels to sender 5 4 Sender encodes idea in message Possible additional feedback to receiver Receiver decodes message Message travels over channel Sender has idea 1 3 2 6 The Communication Process —— Basic Model

  44. Stimulus Encoding Understanding Understanding Decoding Person A Person B The Communication Process – Expanded Model Sending Channel Encoding Decoding Feedback Channel

  45. Barriers That Create Misunderstandings • Bypassing • Poor listening skills • Differing frames of reference • Lack of language skills • Emotional interference • Physical distractions

  46. Listening （case analysis) 聽 This Chinese word for listen (Ting), is composed of 耳、王、十、四、一、心, which implies that in order to listen effectively, a person needs to • 1. use one’s ear to literally hear the words • 2. use one’s mouth to express properly • 3. to use one’s mind to understand the words

  47. Listening （case analysis) • 4. to use one’s eyes to observe the non-verbal messages • 5. use one’s heart to understand the feelings of the speaker • 6. and it is regarded as an sublime behavior as those who listen carefully are endowed with imperial ears

  48. Overcoming Barriers That Cause Misunderstandings • Realize that communication is imperfect. • Adapt the message to the receiver. • Improve your language and listening skills. • Question your preconceptions. • Encourage feedback.

  49. Key Concepts • globalization • Globophilia vs. globophobia • outsourcing • climate change • demographics • population shifts

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