CROSS-CULTURE COMMUNICATION

““The reasonable person adapts himself to the world, The reasonable person adapts himself to the world, while the unreasonable one persists in trying to adapt while the unreasonable one persists in trying to adapt

the world to himself”the world to himself”

What is a culture?

• Culture is the "lens" through which you view the world.

• It is central to what you see,• How you make sense of what you see,• How you express yourself.

"Culture is the arts elevated to a set of beliefs." – Tom Wolfe

What is different?

1. Communication Styles2. Attitudes toward conflicts3. Decision making style4. Approaches to knowing

What is hidden below the surface?

1. Beliefs2. Values3. Expectations4. Attitudes

Four Fundamental Patterns of Cultural Difference

COMMUNICATONCOMMUNICATON

Communication is the sending of a message from a source Communication is the sending of a message from a source to a receiver with the least possible loss of meaning.to a receiver with the least possible loss of meaning.

THE COMMUNICATION PROCESSTHE COMMUNICATION PROCESS

The speaker sends a message that is inThe speaker sends a message that is insome kind of code. The listenersome kind of code. The listener

decodes the message and responds,decodes the message and responds,thereby giving the speaker feedback.thereby giving the speaker feedback.

What is effective communication?

• The Art, Science and Practice.

Effective Speaking

Effective listening

Understanding people’s perception

CODES USED IN COMMUNICATIONCODES USED IN COMMUNICATION

Verbal CommunicationVerbal Communication WordsWords VoiceVoiceNon-Verbal CommunicationNon-Verbal Communication GesturesGestures PosturesPostures Facial ExpressionsFacial Expressions Eye ContactEye Contact Vocal CharacteristicsVocal Characteristics Personal AppearancePersonal Appearance TouchTouch

Cross Culture CommunicationCross Culture Communication

Intercultural Communication is the process of Intercultural Communication is the process of sending and receiving messages between people sending and receiving messages between people whose cultural background could lead them to whose cultural background could lead them to interpret verbal and non-verbal signs differently.interpret verbal and non-verbal signs differently.

Why Cross Culture Why Cross Culture Communication is important ?Communication is important ?

◦ Business OpportunitiesBusiness Opportunities◦ Job OpportunitiesJob Opportunities◦ Improves the contribution of employees in a diverse Improves the contribution of employees in a diverse

workforceworkforce◦ Sharing of views and ideasSharing of views and ideas◦ Talent improvisationTalent improvisation◦ An understanding of diverse marketAn understanding of diverse market

Globalization: Globalization: Cross border movement of people, goods and data Cross border movement of people, goods and data brings more and more cultures into contact with one another and brings more and more cultures into contact with one another and increases the potential of cross culture communication.increases the potential of cross culture communication.

Verbal Communication Differences

1.Words1.Words

2.Voice2.Voice

High Context and Low Context CulturesHigh Context and Low Context Cultures

High Context Culture:-High Context Culture:- Cultures that rely heavily on non- Cultures that rely heavily on non-verbal and subtle situational cues in communication.verbal and subtle situational cues in communication.

Low Context Culture:-Low Context Culture:- Cultures that rely heavily on Cultures that rely heavily on words to convey meaning in communication.words to convey meaning in communication.

Non-Verbal Communication Differences

Case In Point : Eye Contact

In some cultures, looking people in the eye is assumed to indicate honesty and straightforwardness; in others it is seen as challenging and rude.

In USA, the cheapest, most effective way to connect with people is to look them into the eye.

"Most people in Arab culture share a great deal of eye contact and may regard too little as disrespectful.

In English culture, a certain amount of eye contact is required, but too much makes many people uncomfortable.

In South Asian and many other cultures direct eye contact is generally regarded as aggressive and rude.

Case in Point : Gesture

How can a Gestures distort the message………………..How can a Gestures distort the message………………..

•A motion of the hands, head or body to emphasize an A motion of the hands, head or body to emphasize an idea or emotion.idea or emotion.

Perfect! OK!Perfect! OK! Zero! Zero! Worthless!Worthless!

Rubbish!Rubbish!

GesturesGestures

USA=OK JAPAN=MONEY

RUSSIA=ZERO BRAZIL=INSULT

How can the same Gestures be treated differently in How can the same Gestures be treated differently in different culturesdifferent cultures

Gestures – Around the WorldGestures – Around the World

WesternWestern - “Do you have a telephone ?”- “Do you have a telephone ?”BrazilBrazil - “Cuckold (Your wife is cheating to you)”- “Cuckold (Your wife is cheating to you)”USAUSA - “Sign for the Texas Long Horns”- “Sign for the Texas Long Horns”

Blocks to Cultural Communication

1. Ethnocentrism : Inability to accept another culture's world view;

"my way is the best." 2. Discrimination : Differential treatment of an individual due to minority status; actual and perceived; e.g., "we just aren't equipped to serve people like that." 3. Stereotyping : Generalizing about a person while ignoring presence of individual difference; e.g., "she's like that because she's Asian – all Asians are nonverbal."

4.Cultural Blindness: Differences are ignored and one proceeds as though differences did not exist; e.g., "there's no need to worry about a person's culture

5.Cultural Imposition: Belief that everyone should conform to the majority; e.g., "we know what's best for you, if you don't like it you can

go elsewhere." 6.Tone Difference : Formal tone change becomes embarrassing and

off-putting in some cultures.

DEVELOPING CROSS CULTURAL COMMUNICATION SKILLS

"Tact is the ability to describe others as they see themselves.“ – Abraham Lincoln 

Skills To Overcome Differences

"To handle yourself, use your head; to handle others, use your heart." – Donald Laird

Skills To Overcome Differences

• Respecting Differences and Working Together

Skills To Overcome Differences

• Building Trust Across Cultural Boundaries

Skills To Overcome Differences

• Understanding Body Language

United States of America•Americans tend to refrain from greetings that involve hugging and other close physical contact. •When sitting, U.S. citizens often look very relaxed. They may sometimes sit with the ankle of one leg on their knee. Arab Countries•The left hand is considered unclean in the Arab countries. •When sitting, keep both feet on the ground.•The "thumbs up" sign is offensive throughout the Arab world.South Korea•Bows are used for expressing appreciation, making apologies and requests, as well as for greetings and farewells.•When the Japanese want to give the impression that they are in deep thought, they will sometimes fold their arms.

Skills To Overcome Differences

• Connecting with people

Things To Remember While Interacting And Connecting With People

Business AttireBusiness Attire

Selecting and Presenting Business Gifts

• Unwrapping gifts

Saudi Arabia - Gifts are opened in private.

USA - Gifts are opened in public

•Appreciated Gifts

Indonesia - Gifts, such as tokens memento of your country or your company logo

Turkey - Wine or liquor if you are sure your hosts drink alcohol, Candy, pastries & Roses, Glassware, such as a vase, goblet, or decanter make prized gifts

• Gifts to avoid

UAE - Alcohol / perfumes containing alcohol and pork and pigskin products to be avoided

China - Do not give anything in sets of four or gifts that carry the association of death, funerals such as clocks, cut flowers, white objects.

How do you do it?

• The handshake should be firm.

• While shaking hands establish eye

contact and

always smile

• The person who initiates the

handshake is the

one who closes it.

Improving Cross Culture Communication

Welcome Topics & Topics to Avoid during Conversation

• Welcome Topics of Conversation:

Indonesia: Family, travel/tourism, sports, praising the local cuisine, future plans and success of the group or organizationGermany: Sports--particularly soccer, tennis, current events, politics, among those who imbibe, beer is often a good topic of conversation

•Topics to Avoid:

Indonesia: Politics, corruption, criticism of Indonesian ways, commenting on Indonesian customs that you find peculiar, religion

Saudi Arabia: Middle Eastern politics and International oil politics, Israel, criticizing or questioning Islamic beliefs, women/ inquiries or complimentary remarks about the female family members of your Saudi associates

South Korea: Korean politics/local politics, The Korean War, Socialism and Communism, Japan and your contacts in Japan, your host's wife, Personal family matters

Germany: World War II, personal questions,

TEN Pre-cautions in Cultural CommunicationTEN Pre-cautions in Cultural Communication

1.1. Slow DownSlow Down2.2. Separate QuestionsSeparate Questions3.3. Avoid Negative QuestionsAvoid Negative Questions4.4. Take TurnsTake Turns5.5. Write it downWrite it down6.6. Be SupportiveBe Supportive7.7. Check MeaningsCheck Meanings8.8. Avoid SlangsAvoid Slangs9.9. Watch the humourWatch the humour10.10. Maintain EtiquetteMaintain Etiquette

Business in Today’s Scenario is

not a “National Match” but

is a “Olympics”, where there

are International Players. Only

that Individual / Company can

survive which has done its

homework well & developed its

uniqueness.

Faster Rapport BuildingFaster Rapport Building

Success Rate will Increase

Success Rate will Increase