Communicating

in a World of Diversity

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

 Communication
in a Diverse World
Multicultural Intercultural
Diversity Communication

Individual
IndividualCharacteristics
Characteristics Cultural
CulturalBackgrounds
Backgrounds

Individual
IndividualExperiences
Experiences Cultural
CulturalDifferences
Differences

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 2

 Opportunities in a Global
Marketplace

Customers
Customers

Labor Sources
Labor Sources

Job Possibilities
Job Possibilities

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

 Advantages of a Diverse
Workforce

Connecting
Connecting
with
with Customers
Customers

Expanding
Expanding the
the
Talent
Talent Pool
Pool

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 4

Challenges of Intercultural
Communication
Language Nonverbal
Usage
EmployeeMotivation
Employee Motivation Signals

EmployeeCommunication
Employee Communication

Perception Values and

Patterns
Harmonyand
Harmony andCooperation
Cooperation Beliefs

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 5

 Enhancing Sensitivity to
Culture and Diversity
The Concept of Culture

Ethnocentrism & Stereotyping

Variations in a Diverse World

The U.S. Business Culture

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 6
 The Concept of Culture
Symbols Attitudes

Shared
Shared System
System

Priorities
Priorities
Values Norms
Attitudes
Attitudes

Rules
Rules
Beliefs Expectations

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 7

 Characteristics of Cultures

Assumptions
Thoughts

Behavior
Automatic
Automatic Coherent
Coherent Complete
Complete

Communication

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

Negative Cultural Attitudes

Ethnocentrism
Ethnocentrism

Xenophobia
Xenophobia

Stereotyping
Stereotyping
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 9
 Cultural Pluralism
Accept Distinctions

Avoid Assumptions

Avoid Judgments

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 10

 Recognizing Variations
in a Diverse World

Legal
Legaland
and
Contextual
Contextual Social
Social Nonverbal
Nonverbal
Ethical
Ethical

Age
Age Gender
Gender Religion
Religion Ability
Ability

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 11

 Cultural Context

Decision
Decision Making
Making Practices
Practices

High
High Low
Low
Context
Problem
Problem Solving
Solving Techniques
Techniques Context
Context Context

Negotiating
Negotiating Styles
Styles

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 12

 Legal and Ethical Behavior

Seek Mutual Ground

Withhold Judgment

Respect Differences

Send Honest Messages

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 13
Social Behavior Differences

Work
Work and
and Success
Success Roles
Roles and
and Status
Status

Use
Use of
of Manners
Manners Concepts
Concepts of
of time
time

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 14

 Nonverbal Differences

Greetings Personal Facial

and Touching Space Expressions

Eye Contact Posture Formality

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 15

 Age Differences
Authority
Respect

Power
YouthOriented
Youth Oriented Senior
Senior Oriented
Oriented

Freedom
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 16
 Gender Differences

Existing Workplace
Existing Workplace
Cultures
Cultures

Styles of
Styles of
Communication
Communication

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 17

 Religious Differences

Personal Beliefs Workplace Issues

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 18

 Ability Differences
Assistive Technologies

Customers
Customers

Colleagues
Colleagues

Employees
Employees

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 19

 Adapting to
U.S. Business Culture

Privacy
Privacyand
and
Individualism
Individualism Equality
Equality Personal
PersonalSpace
Space

Time
Timeand
and Religious
Religious Communication
Communication
Schedules
Schedules Beliefs
Beliefs Preferences
Preferences

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 20

 Improving Intercultural
Communication 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
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 21
 Studying Other Cultures

Social Customs

Clothing and Food

Political Patterns

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 22

 Studying Other Cultures
Religion
and Folk Beliefs

Business and
Economics

Ethics, Values,
and Laws
© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 23
 Learning Languages

Facilitate
Communication

Promote Business
Relationships

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 24

Respecting Communication
Preferences
Degree of Formality

Level of Directness

Writing or Speaking

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 25

 Writing Clearly
Plain
PlainEnglish
English Clear
ClearLanguage
Language

Conciseness
Conciseness Transitional
TransitionalElements
Elements

International
InternationalAddresses
Addresses Numbers
Numbersand
and Dates
Dates

Slang,
Slang, Jargon,
Jargon,and
andIdioms
Idioms References
References to
toCulture
Culture

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 26

Intercultural Conversations
Speak clearly

Rephrase if needed

Seek feedback

Don’t patronize

Check understanding

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 27

 Listening Carefully

Show Ask
Vocal
VocalPatterns
Patterns
Respect Questions

Pitch
Pitch Tone
Tone Speed
Speed Volume
Volume

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 28

Translators or Interpreters

Human
Human Beings
Beings Software
Software

Interpretation Translation

Cultural Context Words and Phrases

Non-Verbal Cues Gist of the Message

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 29

 Helping Others Adapt

Speaking
Speaking Reading
Reading
and
and Listening
Listening and
and Writing
Writing

Conference
ConferenceCalls
Calls Intranet
Intranet Sites
Sites

Face-to-Face
Face-to-Face Email
Email and
and
Conversations
Conversations Instant
Instant Messaging
Messaging

© Prentice Hall, 2008 Excellence in Business Communication, 8e Chapter 3 - 30