1、Chapter 6,Cross-Culture Business Communication,What is culture?,Customary belief, social forms, and material traits of a racial, religious or social group World economy tends to be more and more globalized and organizations be more culturally diversified. Greater vitality brought by culturally diver
2、sified workforce, but many more problems in cross-cultural business communication.,“ Culture is more often a source of conflict than of synergy. Cultural differences are a nuisance at best and often a disaster.“ - Prof. Geert Hofstede, Emeritus Professor, Maastricht University. “ 文化差异不仅不能发挥协同作用反而却成为
3、冲突的源泉，文化差异是个大麻烦甚至是灾难。,High-context Culture Vs. Low-context Culture,In high-context culture, most of the information is inferred from the context of a message; little is explicitly conveyed. In low-context culture, context is less important; most information is explicitly spelled out.,High -context c
4、ultures Swiss GermanGermanScandinavianAmericanBritishFrenchItalianSpanishGreekArabChinese Low context cultures Japanese,The following expressions are often used by North Americans: Lets get to the point. Lets get down to the point. Lets get it straight. Whats the point? Do not beat around the bush.
5、Just shoot out it out.,高语境与低语境在广告中的体现,大宇汽车广告毋须任何言辞沟通，只须微笑即可解。美国速递公司COLOR DIRECT广告SO . YOU WANT TO MAIL STRAWBERRY ICECREAM.,Low vs. High Power Distance,This cultural dimension looks at how much a culture does or does not value hierarchical relationships and respect for authority. Examples of culture
6、s with high PDI scores include Arabic speaking countries, Russia, India and China. Those with low scores include Japan, Australia and Canada.,In a high power distance cultures the following may be observed,Those in authority openly demonstrate their rank. Subordinates are not given important work an
7、d expect clear guidance from above.Subordinates are expected to take the blame for things going wrong.The relationship between boss and subordinate is rarely close/personal.Politics is prone to totalitarianism. Class divisions within society are accepted.,In a low power distance culture,Superiors tr
8、eat subordinates with respect and do not pull rank.Subordinates are entrusted with important assignments. Blame is either shared or very often accepted by the superior due to it being their responsibility to manage.Managers may often socialize with subordinates.Liberal democracies are the norm. Soci
9、eties lean more towards egalitarianism.,If you are working with or going to a country with a higher PDI than yours then,- give clear and explicit directions to those working with you. Deadlines should be highlighted and stressed. - do not expect subordinates to take initiative. - be more authoritari
10、an in your management style. Relationships with staff may be more distant than you are used to. - show respect to those higher up the ladder. - expect to encounter more bureaucracy in organizations and government agencies.,If you are working with or going to a country with a lower PDI than yours the
11、n,- people will want to get to know you in an informal manner with little etiquette. - be more inclusive in your management or leadership style as being directive will be poorly interpreted. - involve others in decision making. - do not base judgments of people on appearance, privileges or status sy
12、mbols. dont expect to be treated with the usual respect or deference you may be used to.,Some of the common traits found in countries that score high on the masculinity scale,Lifes priorities are achievement, wealth and expansion It is acceptable to settle conflicts through aggressive means Women an
13、d men have different roles in society Professionals often “live to work“, meaning longer work hours and short vacations,If you are working or doing business in a country with a higher masculinity score than yourself then,To succeed in this culture you will be expected to make sacrifices in the form
14、of longer work hours, shorter holidays and possibly more travel. Be aware that people will discuss business anytime, even at social gatherings. Avoid asking personal questions in business situations. Your colleagues or prospective partners will probably want to get straight to business. Communicatio
15、n style that is direct, concise and unemotional will be most effective in this environment. Self-promotion is an acceptable part of the business culture in this competitive environment.,If you are working or doing business in a country with a lower masculinity score than yourself then,Recognize that
16、 people value their personal time. They prioritize family and take longer holidays. Working overtime is not the norm. Small talk at social (or business) functions will focus on an individuals life and interests rather than just business. Personal questions are normal rather than intrusive.In busines
17、s dealings trust weighs more than projected profit margins and the like.,Some of the common traits found in countries that score low on the masculinity scale,In life the main priorities are the family, relationships and quality of life Conflicts should ideally be solved through negotiation Men and w
18、omen should share equal positions in society Professionals “work to live“, meaning longer vacations and flexible working hours,Uncertainty avoidance,In essence this cultural dimension measures a country or cultures preference for strict laws and regulations over ambiguity and risk. According the Hof
19、stedes findings Greece is the most risk-averse culture while Singapore the least. Generally speaking Protestant countries and those with Chinese influences score low. Catholic, Buddhist and Arabic speaking countries tend to score high in uncertainty avoidance.,Some of the common traits found in coun
20、tries that score highly on the uncertainty avoidance scale,Usually countries/cultures with a long history.The population is not multicultural, i.e. homogenous. Risks, even calculated, are avoided in business. New ideas and concepts are more difficult to introduce.,Some of the common traits found in
21、countries that score low on the uncertainty avoidance scale include,Usually a country with a young history, i.e. USA. The population is much more diverse due to waves of immigration. Risk is embraced as part of business.Innovation and pushing boundaries is encouraged.,If you are working or doing bus
22、iness in a country with a higher uncertainty avoidance score than yourself then,Dont expect new ideas, ways or methods to be readily embraced. You need to allow time to help develop an understanding of an initiative to help foster confidence in it.Be prepared for a more fatalistic world view. People
23、 may not feel fully in control and are therefore possibly less willing to make decisions with some element of the unknown.,If you are working or doing business in a country with a lower uncertainty avoidance score than yourself then,Try to be more flexible or open in your approach to new ideas than
24、you may be used to. Be prepared to push through agreed plans quickly as they would be expected to be realized as soon as possible. Allow employees the autonomy and space to execute their tasks on their own; only guidelines and resources will be expected of you. Recognize that nationals in the countr
25、y may take a different approach to life and see their destiny in their own hands.,6.1 Misunderstandings & ConflictsBetween American & JapaneseBusiness People,1. Individualism Vs. Collectivism,Individualism refers to the doctrine that each individual is unique, special, completely different from all
26、other individuals, and “the basic unit of nature” It was spelled out in detail by the seventeenth-century English philosopher, John Locke.,Individualism means the following:Respect other peoples rights and privacy, and defend ones own rights and privacy. Rely on ones own efforts but not ones parents
27、 or other people to succeed. Take responsibility for ones own action and ones own action only. The government is employed by taxpayers. It has no right to interfere with individuals freedom. Everybody has the right and freedom to choose. My present living condition is the result of my own choice (No
28、body should be responsible for it no matter it is good or not).,In a country that scores highly on the individualism scale the following traits are common,A persons identity revolves around the “I“ Personal goals and achievement are strived for It is acceptable to pursue individual goals at the expe
29、nse of othersIndividualism is encouraged whether it be personality, clothes or music taste The right of the individual reign supreme; thus laws to protect choices and freedom of speech,In a country that scores low on the individualism scale the following traits are common,“We“ is more important that
30、 “I“ Conformity is expected and perceived positively.Individuals desires and aspirations should be curbed if necessary for the good of the group. The rights of the family are more important. Rules provide stability, order, obedience.,If you are working or doing business in a country with a higher in
31、dividualism score than yourself then,Remember that you cant depend on the group for answers. As an individual you are expected to work on your own and use your initiative. Prepare yourself for a business environment that may be less reliant on relationships and personal contacts. Business and person
32、al life may very well be kept separate.,Employees or subordinates will expect the chance to work on projects or solve issues independently. Being to intrusive into their work may be interpreted negatively. It is not uncommon for people to try and stand out from the rest. This may be during meetings,
33、 presentations or even during group work. Bear in mind that a certain amount of individual expression is tolerated, i.e. peoples appearance, behavior, etc,If you are working or doing business in a country with a lower individualism score than yourself then,Individuals will have a strong sense of res
34、ponsibility for their family.Remember that praise should always be directed to a team rather than individuals as otherwise this may cause people embarrassment. Reward teams not people.Understand that promotions depend upon seniority and experience - not performance and achievement.Decision making ma
35、y be a slow process, as many individuals across the hierarchy will need to be consulted.,2. Eloquence Vs. Silence,Eloquence: (from Latin eloquentia, the Latin root loqu, or loc, means to speak) vivid, effective, or persuasive communication in speech or artistic performance“The longer I live, the mor
36、e I have come to value the gift of eloquence. Every American youth, if he desires for any purpose to get influence over his countrymen in an honorable way, will seek to become a good public speaker.” George F. Hoar (a famous U.S. politician),Different cultures have different attitude towards silence
37、:,The United StatesItaly, Greece, Arabic countryJapan,Feel uncomfortable with periods of silence. Use fillers, such as comments on weather, to avoid silence.Consider periods of silence are restful and appropriate.Take silence as disapproval or as an earnest way of thinking. Use silence as a bargaini
38、ng tool. So to negotiate with the Japanese, learn to remain silent.,3. Privacy Vs. Openness,Privacy: the right to be left alone without unwarranted intrusion by government, media, or other institutions or individuals. Webster Dictionary: Privacy: freedom from intrusion of others in ones private life
39、 or affairs.,My home is my castle. The wind can come in. The rain can come in. The king cannot come in.,6.2 Different Cultural Concepts BetweenChinese & Foreign Business People,1. Showing Yourself Vs. Being Modest,In western countries, “showing yourself” is like a catch phrase for all Westerners, wh
40、ich has a strong influence upon their behaviors. To impress people, you have to show yourself.,For most Chinese, being modest is like an invisible rule guiding what one says and does, which is often presented in the form of belittling the actual significance of what he has done and the role he has p
41、layed. Moreover, he would relate his achievements to the organization for which he works.,2. Going Dutch Vs. Chinese Hospitality,Going Dutch is a slang term that means to go on a date with each person paying their own way.Dutch treat: An outing or date in which each person pays his or her own expens
42、es. Dutch date,Anglo-Dutch Wars: Four naval conflicts between England and the Dutch Republic in the 17th 18th century. Dutch courage: False courage acquired by drinking liquor.（酒后之勇） e.g. He had a quick drink to give him Dutch courage. Dutch wife: long body-length pillow; a prostitute; a sex doll Du
43、tch uncle: A stern（严厉的）, candid（直言的） critic adviser e.g. When I got in trouble with the teacher again, the principal talked to me like a Dutch uncle.,“What a pleasure to have friends coming afar.” But sometimes there are negative comments arising from the misunderstanding of Chinese hospitality. Adv
44、ice: It is probably a wiser way for Chinese to treat people from the West in the way the latter treat people from the other parts of the world.,A: 一顿便饭，为您洗尘。请. B:I think its a banquet, and every dish is so amazing. I enjoy them very much but Im afraid it is too much to us. A: 那里那里实在算不了什么，不过一点小菜和薄酒，不
45、成敬意。以后如有机会可以好好安排，让您更满意。,Just a small meal to welcome your visiting. Help yourself, please.Better: The dinner is arranged particularly for your arrival/ to welcome your visiting. Help yourself, please.,Oh, this is nothing. It is just a few simple dishes and a little plain wine, and Im afraid it cant
46、fully express our respect and good wishes. If we have more chance in the future, well make better arrangement to make you feel more pleased and satisfied.)Better: Oh, Im very happy that you enjoy it. Im sure youll get fond of Chinese food in the future.,3. Instant Relationship VS. Long-term Relation
47、ship,(1) Blood brothers(铁哥们) in Chinese sense None existing in American mainstream, but may exist in some sub-cultures, e.g. Eastern Asian culture, Latin culture in North America.(2) Close/Good friends in Chinese sense = Blood brothers in North American sense(3) Friends in Chinese sense = Close/Good
48、 friends in North American sense(4) Acquaintance in Chinese sense = Friends in North American sense,In the United States:“A hedge between keeps friend green.” （君子之交淡如水）“Business is business.”（公事公办）,Criticism Vs. Compliments,Remember the following sentences: Experts tend to dislike personal criticism
49、. “Love me or leave me” is a common sayingFor experts, criticism is usually left to the realm of work. Compliments are used instead of criticism to show friendship.If experts wants your critical opinion, they will ask you for it.,Learn to say “Thank you” even between family members, closest friends.
50、 It is very important to remember this sentence: “Saying thank you doesnt necessarily make you a polite person, but if you dont say it, you are most likely to be considered a rude person.”,Another magic word is “Excuse me”. “Excuse me” or “I beg you pardon? or “I am sorry, can you repeat it again?” “Excuse me, I will be back soon.” or “Would you excuse me for a moment?” “Excuse me, do you mind if I smoke?”,
