ER$ Consulting Services

Presents for

NACM WRCC

Cross-Cultural Communication:

A Cultural Journey9:00 AM – 10:15 AM

Las Vegas

The Palms Hotel

October 16, 2014

Copyright: Eddy A. Sumar 2014

Cross-Cultural Communication

A Cultural Journey

http://www.international.gc.ca/cfsi-icse/cil-cai/intercultural-interculturelle-eng.asp

Exercise

A Global Village

The World is Global

Trade agreements

International trade

Multinational corporations

No boundaries for business & commerce

The ability to locate business, particularly manufacturing, wherever the cost is lowest

The ability to execute financial transactions instantaneously on a global basis

The ability of information and communication technology to transcend time and distance

Business is Global

Cross-cultural competence is no longer an option

It is survival

•Roots [Content & Context]

•Risks

•Rewards

Understanding Culture = Survival Survival = Harnessing R3

R3

Cultural intelligence

Cultural intelligence is the capability to deal effectively with people from different cultural backgrounds

Cultural intelligence is not difficult to understand but it is difficult to put into practice on an ongoing basis

Three Components of Cultural intelligence

Knowledge of culture: [Definition]what culture ishow culture affects human behaviorhow cultures vary

Awareness:being aware of our own assumptions, ideas, words, and behaviorbeing aware of other person’s assumptions, ideas, words, and behaviorusing all the senses in perceiving situationsviewing situations from several perspectives

Behavioral skills: [Competence & Choice]choosing and displaying the appropriate behavior for each particular intercultural situation

Define Culture

Culture is……

The collective programming of the mind which distinguishesthe members of one group or category of people from another. Geert Hofstede

The customs, beliefs, art and all other products of human thought, made by a particular group of

people at a particular time. Richard D. Lewis

Beliefs, norms, and attitudes that are used to guide our behaviors and to solve human problems.

Guo-Ming Chen, William Starosta

Culture is:

The way we dress

The way we communicate (verbal and non-verbal)

The way we relate to others and authority

Our outlook and attitude toward life

Our perception of self and role in society

Our perception of time

Our space perception

The way we learn and study

A way of life

Culture is below the surface……

Culture hides more than what it reveals, and strangely enough, what it hides, it hides most effectively from its own participants.

Edward Hall

Culture is like an iceberg: only a part of it is seen;

all the rest is hidden under the water

Behaviors

ValuesCustoms

Beliefs

AssumptionsMyths & Legends

Roots

Perceptions

Folklore & History

Ancient artifacts

Buildings & Architecture

Outward appearance

Products

Layers of cultures

A national level

A regional level

A generation level

A gender level

A social class level

Organizational or corporate level

A personal level

HistoryReligionTraditionCustomsValuesBeliefsArtLiterature (Sayings, & Proverbs)

Understanding CultureSearching the Roots

Understanding CultureAvoiding the Risks

AlienationCulture shockConflictConfrontationLoss of face Loss of businessLoss of credibility

Understanding CultureEnjoying the Rewards

Increased market shareHigher sales and profitabilityEnhanced cash flowDiversified portfolioTruly global presenceAbility to competeImproved relationshipsEnhanced loyalty

$ Understand the Values of your own Culture

$ Consider your assumptions

Understanding Culture

Start from the Home Front

$ How do we conduct business?$ How do we establish business relationships?$ What are our expectations of the other person?$ What does it take to establish trust and respect?$ How do we make decisions?$ How do we view time, power & space?$ How do we persuade others?$ How do we communicate?

Understanding Culture

Consider Your Assumptions

$ Understand the Values of the new Culture

$ Consider their assumptions

Understanding Culture

Consider the other person & Culture

$ How do they conduct business?$ How do they establish business relationships?$ What are their expectations of you?$ How do they establish trust and respect?$ How do they make decisions?$ How do they view time, power, & space?$ How do they persuade others?$ How do they communicate?

Understanding Culture

Consider the other person & Culture

Dimensions of Culture

1. Power Distance2. Individualism vs. Collectivism3. Masculinity vs. Femininity4. Uncertainty Avoidance5. Long-term Orientation

Hofstede’s Culture Dimensions

http://geert-hofstede.com/national-culture.html

http://geert-hofstede.com/countries.html

Individual ……………GroupDirect…………………IndirectVerbal………………..Non-verbalInformal……………..FormalEgalitarian…………..HierarchicalTask………………….RelationshipUniversal…………….Situational

Dimensions of National Culture

• Establish personal rapport

• Establish personal status/family context

• Express admiration; use flattery; be indirect

• Close distance and informal

• Long range

• Generosity and and hospitality

• Emotional support and harmony

Relationships Across Cultures

A Middle-eastern Example

Communicating Across Cultures

Communication is the interchange of messages [verbal & non-verbal] between people.

It is the fundamental building block of social experience.

We always communicate whether we are selling, buying, negotiating, leading or working with each other

Body language

Up to 90 % of our communication is non-verbal

Supportive body language Non-supportive body language

Introductions

Forms of address (names)

Exchange of business cards

Handshake

Eye contact

Personal space

The American bubble Extends about 12-15 inches(combined 24-30 inches)

Asian, especially the Japanese, stand even further apart

Latin Americans, Mexicans, Mediterranean people stand much closer

Touch

Touch•Spain and Portugal

•Some Asian cultures•Middle Eastern countries

•Latin Americans(only the same gender)

Don’t touch•United States and Canada

•England•Northern European countries

•Japan•Australia

Gestures

http://www.slideshare.net/NirmalaPadmavat/hand-gesture-of-differents-cultureshttp://travel.ca.msn.com/international/photogallery.aspx?cp-documentid=22585990

Communication styles

In direct convention of communication most of the message is placed in the content of the communication –

the actual words that are used

In indirect convention the context is more important, such elements as the previous history of relations between the

participants, power distance, the physical setting, nonverbal clues and others

http://www.intercultures.ca/cil-cai/countryinsights-apercuspays-eng.asp

Cultures

High context cultures Japanese

ChineseArabGreekSpanishItalianEnglishFrenchAmericanScandinavianGerman German-Swiss

Low context cultures

Indirect

Direct

Perception of Time

Monochronic people• Do one thing at a time

• Concentrate on the job

• Take time commitments (deadlines, schedules) seriously

• Are committed to the job

• Adhere religiously to plans

• Are accustomed to short-term relationships

Polychronic people• Do many things at once• Are highly distractible and

subject to interruptions• Consider time commitments

an objective to be achieved if possible

• Are committed to people and human relationship

• Change plans often and easily• Have strong tendency to build

lifetime relationships

Individualism Individualism stands for a society in

which the ties between individuals are loose:everyone is expected to look after himself or herself and his or her immediate family only

• Individual is treated as the most important element in any societal setting

• Self-esteem, self-identity, self-image and self-expression are emphasized

• Personal goals supersede group goals• Individuals are task-oriented and

seek individual reward and appraisal• Competition is encouraged

Collectivism Collectivism stands for a society in

which people from birth onwards are integrated into strong , cohesive ingroups, which throughout people’s lifetime continue to protect them in exchange for unquestioning loyalty

• Individual is interdependent and shows conformity to the group’s norms

• Self-concept plays a less significant role in social interaction, people are emotionally dependent on the success of the group

• Only ingroup views and needs are emphasized

• Cooperation is encouraged

Second language strategies

• Be patient

• Speak distinctly, enunciate the words

• Use short, simple sentences

• Use action words – verbs etc.

• Pause frequently, allow time for the person to formulate responses

• Provide feedback and encouragement

• Avoid idioms, slang, acronyms and sports terminology

• Paraphrase if not understood instead of repeating the whole statement louder and slower

• Be careful with numbers, write them down or repeat if necessary

• Never assume that people around you do not understand your language

• Use gestures, actions, visual aids to help understanding

Cross-cultural negotiation

Phases of negotiation

Building a relationship

Exchanging information

Trying to persuade each other

Making concessions and reaching agreements

Western culture mainly take a “transactional” approach: they focus mainly on the last two stages

Many other cultures pay more attention to creating a background relationship: they emphasize the social side of the situation over the task side

Strategies For Cross-Cultural Communication

• Understand your own culture as the point of reference [Self]

• Develop an international cultural perspective and global mind-set [Self]

• Gather culture-specific information about the countries you are doing business with [Others]

• Appreciate the complexities of cultures and individuals – avoid mindless stereotyping [Others]

• Be aware of on-going cultural changes [Self & others]

Final Thoughts• Think beyond local perceptions• Prepare for new mindset• Adapt to new realities and ways• Be open and flexible• Welcome new experiences• Show appreciation for other cultures• Observe behavior; suspend judgment, seek rationale• Never ignore local sayings and proverbs• Negotiate differences: I adjust, you adjust, we look for

a third way

American Proverbs

Good fences make good neighbors.

In God we trust; all others pay cash.

Scratch my back and I'll scratch yours.

American Sayings

One today is worth two tomorrows; what I am to be, I am now becoming.

Time is Money.

Where sense is wanting, everything is wanting.

There’s danger in delay.

Middle East in Perspective

Sayings to be guided by

“One step at a time” (literally, "Grapes are eaten one by one") A foolish man may be known by six things: Anger without cause, speech without profit, change without progress, inquiry without object, putting trust in a stranger, and

mistaking foes for friends. Arrogance diminishes wisdom.

Middle East in Perspective

An Arab Proverb

♞ Eat whatever you like, but dress as others do.

♞ No cure, no pay. ♞ What is learnt in the cradle lasts to the grave.

China in Perspective

Sayings to be guided by

No friends, no business A drop of water in time of need will be reciprocated forever A man without a smile should not open a shop A sweet temper and friendliness produce money If you pull out one hair, you must rebalance the whole body The divine dragon exhibits its head but never its tail

India in Perspective

Proverbs to be guided by

1. Unity is strength.

2. One Who could not dance said that the ground was uneven.

3. One's mother and homeland are greater than even heaven.

4. A scalded cat dreads cold water.

5. To lose is to learn.

6. Don’t bargain for fish which are still in the water.

Become a Global Citizen. A global citizen is able to work effectively together with other people of any

culture, personality, or profession.

Become a cultural commuter, one who can cross from culture to culture with ease and naturalness.

www.international.gc.cahttp://ediplomat.com/

Thank You!