Chapter 3Chapter 3

Background to intercultural communicationBackground to intercultural communication

Throughout the business world globalization is Throughout the business world globalization is well-knownwell-known

Globalization means for a company to survive, it Globalization means for a company to survive, it must establish markets not only in its own must establish markets not only in its own country but in foreign countries.country but in foreign countries.

Therefore, their employees need to understand Therefore, their employees need to understand the cultures and variables to be an effective the cultures and variables to be an effective communicator.communicator.

What is Culture?What is Culture?

CultureCulture may be defined as the way of life of a people. may be defined as the way of life of a people.

It includes objects that people make (It includes objects that people make (material culturematerial culture) as well as ) as well as language, ideas, beliefs, values, and behaviors (language, ideas, beliefs, values, and behaviors (non-material culturenon-material culture).).

– LanguageLanguage is a very important part of culture.  It is the primary means is a very important part of culture.  It is the primary means of transmitting culture to the next generation. Language allows us to of transmitting culture to the next generation. Language allows us to share understandings share understandings

– GesturesGestures are used as an extra way to communicate. Gestures, are used as an extra way to communicate. Gestures, expressed through the body, may show approval, disdain, fear, or any expressed through the body, may show approval, disdain, fear, or any of a range of emotions or expressions without verbalizationsof a range of emotions or expressions without verbalizations

– Values and beliefsValues and beliefs express our desires in life and can include that express our desires in life and can include that which a culture defines as standards. Success, family, ambition, hard which a culture defines as standards. Success, family, ambition, hard work, democracy, freedom are all values which people in certain work, democracy, freedom are all values which people in certain cultures hold dear. cultures hold dear.

– NormsNorms are the expectations we have for what is right and wrong, good are the expectations we have for what is right and wrong, good or bad. Norms are social rules for behavior. or bad. Norms are social rules for behavior.

Core Similarities

Major Cultural Overlap

Little Cultural Overlap

Some CulturalOverlaps

Country I

Country II

Country III

Country IV

CULTURAL OVERLAP

Core Similarities

Major Cultural Overlap

Little Cultural Overlap

Country I

Country II

Country III

Country IV

CULTURAL SIMILARITY ANDDISSIMILARITY

National Cultural VariablesNational Cultural Variables

An entire country may have a series of national cultural norms; An entire country may have a series of national cultural norms; individual ethnic groups within that country may accept most of individual ethnic groups within that country may accept most of these norms as well as adding there. these norms as well as adding there.

The main national cultural variables are:The main national cultural variables are:

– EducationEducation

– Law and regulationLaw and regulation

– EconomicsEconomics

– PoliticsPolitics

– ReligionReligion

– Social normsSocial norms

– Language Language

Individual Cultural VariablesIndividual Cultural Variables

All people value their individual freedom, Often All people value their individual freedom, Often this freedom is expressed in one’s own ethnic this freedom is expressed in one’s own ethnic diversity.diversity.

These variables include: These variables include: – Time (Chromenics)Time (Chromenics)– Space (Proxemics)Space (Proxemics)– FoodFood– Acceptable dressAcceptable dress– MannersManners– Decision makingDecision making

Business Etiquette while Communicating with JapaneseBusiness Etiquette while Communicating with Japanese

Japanese GreetingsJapanese GreetingsIn Japan it is custom to greet each other by bowing instead of In Japan it is custom to greet each other by bowing instead of handshaking. handshaking.

The bow is a very important custom in Japan and bowing the wrong The bow is a very important custom in Japan and bowing the wrong way or not bowing at all can give you a major disadvantage in your way or not bowing at all can give you a major disadvantage in your dealings with Japanese clients.dealings with Japanese clients.

There are 3 different ways of bowing, depending on the social status There are 3 different ways of bowing, depending on the social status or age of the person you bow to. or age of the person you bow to. – The lower the bow and the longer one holds the position, the The lower the bow and the longer one holds the position, the

stronger the indication of respect, gratitude and sincerity. stronger the indication of respect, gratitude and sincerity. – Therefore, it is important that you bow lower than those in a Therefore, it is important that you bow lower than those in a

higher position than youhigher position than you

Since such respect, gratitude and sincerity for one another is Since such respect, gratitude and sincerity for one another is required to build a successful relationship with Japanese colleagues required to build a successful relationship with Japanese colleagues and clients, it is important to understand the custom of bowingand clients, it is important to understand the custom of bowing

When greeting a Japanese for the first time, you are often asked to When greeting a Japanese for the first time, you are often asked to introduce yourself. In your self-introduction, it is often best to include introduce yourself. In your self-introduction, it is often best to include not only your company information but also something personal not only your company information but also something personal about yourself.about yourself.

Also keep in mind that Japanese introduce themselves stating their Also keep in mind that Japanese introduce themselves stating their company before their own name.company before their own name.

Japanese Greetings: Japanese Greetings:

Since business cards are a must have Since business cards are a must have when doing business with the Japanese, when doing business with the Japanese, have double-sided Japanese business have double-sided Japanese business cards printed before your visit. cards printed before your visit.

Card Do's:Card Do's: -Always present your business card holding it with both -Always present your business card holding it with both hands Japanese-language side facing forward.hands Japanese-language side facing forward.

Always present your business card to the most senior member of the Always present your business card to the most senior member of the Japanese party first. Japanese party first.

Accept Japanese business cards with respect, using both hands and Accept Japanese business cards with respect, using both hands and saying "hajimemashite" as you do so.saying "hajimemashite" as you do so.

Accepted business cards should be placed on the table in front of you. Accepted business cards should be placed on the table in front of you.

Keep your business cards in a proper carrying case and treat them with Keep your business cards in a proper carrying case and treat them with respect.respect.

Remember to deliberately and carefully pick up all the Japanese Remember to deliberately and carefully pick up all the Japanese business cards you receive at the end of the meeting. business cards you receive at the end of the meeting.

Business Card Don'ts: Business Card Don'ts: -Never play with your Japanese business -Never play with your Japanese business card.-Never write notes on a Japanese business card.card.-Never write notes on a Japanese business card.

Never immediately put a business card you received in your pocket Never immediately put a business card you received in your pocket or bag.or bag.

Business Meeting and NegotiationBusiness Meeting and Negotiation

Business Meetings and Negotiations (Slide 1)Business Meetings and Negotiations (Slide 1)

Always arrive 10 minutes early for a meeting, more if the meeting will Always arrive 10 minutes early for a meeting, more if the meeting will be with senior executivesbe with senior executives

Plan an exact agenda for the meeting and make sure to stick to it-Wait Plan an exact agenda for the meeting and make sure to stick to it-Wait to be seated in the meeting room because there is a usually a specific to be seated in the meeting room because there is a usually a specific seating arrangement (See diagram above)seating arrangement (See diagram above)

Present your organization as cooperative and interested in a long-Present your organization as cooperative and interested in a long-range alliance.range alliance.Take lots of notes during the meeting as it indicates interestTake lots of notes during the meeting as it indicates interest

Use visual aids during your presentation. Make sure to watch the Use visual aids during your presentation. Make sure to watch the Japanese attendants' non-verbal communication.Japanese attendants' non-verbal communication.

During presentations and especially during negotiations, it is essential During presentations and especially during negotiations, it is essential that one maintain a quiet, low-key, and polite manner at all timesthat one maintain a quiet, low-key, and polite manner at all times

Do not show anger, a bad mood or other negative emotions to your Do not show anger, a bad mood or other negative emotions to your business counterpartsbusiness counterparts

Periods of silence lasting between 10-15 seconds during meetins and Periods of silence lasting between 10-15 seconds during meetins and conversations are considered useful rather than uncomfortableconversations are considered useful rather than uncomfortable

Business Meetings and Negotiations (Slide 1)Business Meetings and Negotiations (Slide 1)

Etiquette and harmony are very important. "Saving face" is a key concept. Try to avoid Etiquette and harmony are very important. "Saving face" is a key concept. Try to avoid saying "no" and say "this could be very difficult" insteadsaying "no" and say "this could be very difficult" instead

Decisions are usually made only within the group. Outsiders must often gain Decisions are usually made only within the group. Outsiders must often gain acceptance before they can have influence on the decision-making process-The acceptance before they can have influence on the decision-making process-The decision-making process can be very slowdecision-making process can be very slow

Generally, the Japanese prefer oral agreements to written ones, and should not be Generally, the Japanese prefer oral agreements to written ones, and should not be pressured into signing documentspressured into signing documents

The first meeting may focus on establishing an atmosphere of friendliness, harmony The first meeting may focus on establishing an atmosphere of friendliness, harmony and trust. Always allow ten minutes of polite conversation before getting down to and trust. Always allow ten minutes of polite conversation before getting down to businessbusiness

It often takes several meetings to develop a contract. When the time comes, be content It often takes several meetings to develop a contract. When the time comes, be content to close a deal with a handshake .Leave the signing of the contract to future meetings.to close a deal with a handshake .Leave the signing of the contract to future meetings.

Contracts can be renegotiated; in Japanese business protocol, they are not final Contracts can be renegotiated; in Japanese business protocol, they are not final agreements.agreements.

After the meeting, make sure to follow-up with your Japanese business counterparts After the meeting, make sure to follow-up with your Japanese business counterparts through visits, faxes and telephone callsthrough visits, faxes and telephone calls

Business Communication and the Business Communication and the Technology ContextTechnology Context

Why Managing Information within Organizations?Why Managing Information within Organizations?

The growth of information technology over the past 30 years has transformed the way business is transacted throughout the world.

Information technology is also changing the conventions of written communication, favoring more direct and informal style and promoting more collaborative types of communication.

Internationally, the instantaneous availability of information has communicated and influenced social, political, and economic event.

Each day throughout the world, more than $1 trillion is transferred electronically, and more than $300 billion by foreign exchange transfer.

History of Technological DevelopmentHistory of Technological Development

Understanding InternetUnderstanding Internet

The invention of the telegraph, telephone, radio, and computer set the The invention of the telegraph, telephone, radio, and computer set the stage for this unprecedented integration of capabilitiesstage for this unprecedented integration of capabilities

Between 1961to 1965, the Massachusetts Institute of Technology (MIT) Between 1961to 1965, the Massachusetts Institute of Technology (MIT) started to research sharing information in small, phone-linked networks. started to research sharing information in small, phone-linked networks. This was the beginning of development of Internet.This was the beginning of development of Internet.

In 1991, World-Wide Web was introduced, developed by In 1991, World-Wide Web was introduced, developed by Mr. Tim Berners-Lee, with assistance from Robert Caillau , with assistance from Robert Caillau

The Internet has revolutionized the computer and communications world The Internet has revolutionized the computer and communications world like nothing before. like nothing before.

The Internet is at once a world-wide broadcasting capability, a mechanism The Internet is at once a world-wide broadcasting capability, a mechanism for information dissemination, and a medium for collaboration and for information dissemination, and a medium for collaboration and interaction between individuals and their computers without regard for interaction between individuals and their computers without regard for geographic location. geographic location.

The Internet represents one of the most successful examples of the The Internet represents one of the most successful examples of the benefits of sustained investment and commitment to research and benefits of sustained investment and commitment to research and development of information infrastructure. development of information infrastructure.

EmailEmail

Email and the technologies it has generated are Email and the technologies it has generated are changing the landscape of business changing the landscape of business communication. The distinguished features of communication. The distinguished features of email are:email are:

More readily availableMore readily available Interoperable between systemsInteroperable between systems Available world-wideAvailable world-wide InexpensiveInexpensive Much better known – reached a critical mass where Much better known – reached a critical mass where

one can expect others to have an email addressone can expect others to have an email address Much easier to useMuch easier to use

Email EtiquettesEmail Etiquettes

Watch your tone: Avoid being too casual Watch your tone: Avoid being too casual

Be concise: Long, rambling messages are ineffectiveBe concise: Long, rambling messages are ineffective

Send a message only when there is something very important to Send a message only when there is something very important to saysay

Forward the email to appropriate address if you are not the intended Forward the email to appropriate address if you are not the intended audienceaudience

Be polite. Do not provoke, insult or comment too much about Be polite. Do not provoke, insult or comment too much about something that is irrelevant and tasteless.something that is irrelevant and tasteless.

Other Communication TechnologiesOther Communication Technologies

1.1. Voice MailVoice Mail

2.2. GroupwareGroupware

3.3. CD-ROM DatabasesCD-ROM Databases

4.4. TeleconferencesTeleconferences

5.5. FaxesFaxes

Voice MailVoice Mail Voice mail has become popular in many offices Voice mail has become popular in many offices

because it eliminates “telephone tag”because it eliminates “telephone tag”

It records a message in a computer disk for later It records a message in a computer disk for later retrieval by the receiverretrieval by the receiver

When an incoming call is not answered, the system When an incoming call is not answered, the system guides the caller how to record the message.guides the caller how to record the message.

The receiver then either listen to the recorded The receiver then either listen to the recorded message upon returning to the office or access the message upon returning to the office or access the message via telephone.message via telephone.

GroupwareGroupware

Groupware allows supervisor to manage workflow of a Groupware allows supervisor to manage workflow of a department via computerdepartment via computer

It allows several people to use software at the same It allows several people to use software at the same time to create documents, keep track of projects, route time to create documents, keep track of projects, route messages, and manage deadlines.messages, and manage deadlines.

Groupware enables a supervisor to manage workflow via Groupware enables a supervisor to manage workflow via individual computers instead of physically moving people individual computers instead of physically moving people from place to place or having face to face meetings.from place to place or having face to face meetings.

Business Communication and the Business Communication and the Technology ContextTechnology Context

CD-ROM DatabasesCD-ROM Databases

Compact Disk-Read Only Memory (CD-ROM) are very popular data Compact Disk-Read Only Memory (CD-ROM) are very popular data storage device.storage device.

It is a powerful tool for putting masses of information in a form that is It is a powerful tool for putting masses of information in a form that is easy to digest.easy to digest.

Some kinds of information typically found on CD-ROMS are Some kinds of information typically found on CD-ROMS are encyclopedia, dictionaries, telephone directories, and articles and encyclopedia, dictionaries, telephone directories, and articles and abstracts on various subjects.abstracts on various subjects.

Multimedia applications, including video, audio, graphics, and text, Multimedia applications, including video, audio, graphics, and text, are making CD-ROMs storage of information essential.are making CD-ROMs storage of information essential.

TeleconferenceTeleconference Teleconferencing is the emerging technology that Teleconferencing is the emerging technology that

allows group of people not only talk with each other but allows group of people not only talk with each other but also see their video images.also see their video images.

Currently video conferencing has problems such as Currently video conferencing has problems such as high price tag and poor quality video images on the high price tag and poor quality video images on the computer screen.computer screen.

The technology is, however, continuously being The technology is, however, continuously being improved with the aid of special software and improved with the aid of special software and powerful microprocessors.powerful microprocessors.

Business Communication and the Business Communication and the Technology ContextTechnology Context

FaxesFaxes A facsimile machine scans a printed page, converts it to a signal, A facsimile machine scans a printed page, converts it to a signal,

and transmits the signal over telephone line to a receiving fax and transmits the signal over telephone line to a receiving fax machine.machine.

The oldest type of machines had to be connected to a machine of the The oldest type of machines had to be connected to a machine of the same type. Today’s fax machines do not require the same kind of same type. Today’s fax machines do not require the same kind of machine at the receiving end, and they can transmit a page in less than machine at the receiving end, and they can transmit a page in less than 1 minute.1 minute.

The newest fax machines use digital transmission, which makes it The newest fax machines use digital transmission, which makes it possible to use computer program as a receiver. And these new possible to use computer program as a receiver. And these new machines are much faster than previous generation machines.machines are much faster than previous generation machines.

Managing Information Outside Managing Information Outside OrganizationOrganization

News organizations are responsible for News organizations are responsible for most of our knowledge of what goes onmost of our knowledge of what goes on in the worldin the world

Managing the News MediaManaging the News Media

What we refer to as “the media” are simply channel of information, What we refer to as “the media” are simply channel of information, everything from newspapers, radio, television, magazines, journals, and everything from newspapers, radio, television, magazines, journals, and newsletters.newsletters.

News is generally characterized into two types: Hard News vs. Soft News is generally characterized into two types: Hard News vs. Soft News.News.

– Hard News is out of ordinary, is timely, and is most often public needs to Hard News is out of ordinary, is timely, and is most often public needs to know. Plane crashes and fires are hard news.know. Plane crashes and fires are hard news.

– Soft News stories are timeless; that is they can be used within a wider Soft News stories are timeless; that is they can be used within a wider framework of time, and most often they have a positive rather than a negative framework of time, and most often they have a positive rather than a negative slant.slant.

Within business organizations, hard news includes such things as annual Within business organizations, hard news includes such things as annual meetings results, quarterly earnings or announcements of a new product.meetings results, quarterly earnings or announcements of a new product.

Soft news includes material that can inform or educate readers or Soft news includes material that can inform or educate readers or viewers about company, its vision in the world, and its community viewers about company, its vision in the world, and its community activities.activities.

Managing Corporate NewsManaging Corporate News

Tools for communicating to the media Tools for communicating to the media includes:includes:

Press ReleasesPress ReleasesInterviewsInterviewsConferencesConferencesOp-Ed PiecesOp-Ed PiecesLetters to the EditorLetters to the EditorTalk ShowTalk Show

Press ReleasePress Release

A press release is an information memo A press release is an information memo from your organization to the news media from your organization to the news media fto get your message to the public.fto get your message to the public.

InterviewsInterviews

The pitfalls of interviewing can be avoided The pitfalls of interviewing can be avoided by careful preparation and knowledge.by careful preparation and knowledge.

Op-Ed PiecesOp-Ed Pieces

Opinion articles by private organizations Opinion articles by private organizations can often be found opposite the editorial can often be found opposite the editorial page in newspapers.page in newspapers.

Letter to EditorLetter to Editor

Letter to the editor must be short, clearly Letter to the editor must be short, clearly written, and signed.written, and signed.Many letters are written to:Many letters are written to:– Clarify an issueClarify an issue– Refute a chargeRefute a charge– Correct a mistakeCorrect a mistake– Point out needed changePoint out needed change– Offer an opinionOffer an opinion– Or, react to the situationOr, react to the situation

Talk ShowsTalk Shows

Call-in talk shows, whether on radio or Call-in talk shows, whether on radio or television can offer your organization television can offer your organization channel for communicating your message channel for communicating your message to the public.to the public.

Talk shows are, however, less predictable Talk shows are, however, less predictable than aby other kind of media.than aby other kind of media.

Managing Information Through Managing Information Through Company SpokespersonsCompany Spokespersons

Companies often select one person to be the main Companies often select one person to be the main spokesperson.spokesperson.This strategy allows for a consistent answer, a single This strategy allows for a consistent answer, a single contact, and a decrease in response variance. contact, and a decrease in response variance. The spokesperson should be a:The spokesperson should be a:– Knowledgeable about the company’s overall objectives and Knowledgeable about the company’s overall objectives and

strategies.strategies.– Well-prepared to speak on issues under consideration.Well-prepared to speak on issues under consideration.– Comfortable speaking in public and to groups and fielding Comfortable speaking in public and to groups and fielding

questions deftly.questions deftly.– Assured of full confidence of the company’s managementAssured of full confidence of the company’s management

Preparation: The Key to a Good Interview

1. Ask about the subject of the interview, the time, what is needed, and the deadline.

2. Write out some brief, positive points about your program/project/event.

3. Anticipate likely questions beforehand, so plan answers. If possible, rehearse answers.

4. For newspaper reporters, background literature is welcomed from the interviewer(s).

5. For a surprise interview situation, take a few minutes to plan message.

6. For a surprise telephone call interview, call right back…after planning an appropriate message/response.

News Media InterviewNews Media Interview

News Media InterviewNews Media InterviewThe Interview1. Answer questions…and bridge to positive points.

2. Be confident; you’re the expert in the interview!

3. Avoid speculation and hypotheticals; it may lead to being misquoted.

4. Avoid technical terms, jargons, and acronyms; only people who are familiar with your program are familiar with your terms.

5. Do not say “no comment.” If you cannot answer, explain why.

6. Do not be afraid to say, “I don’t know…but I will find out for you.”

7 For TV – keep your answers to 20 seconds or less.

i. Keep your eyes on the interviewer.

ii. Do not fill dead airtime…it’s not your responsibility.

iii. Be honest.

iv. Assert Yourself!

Business Communication and the Business Communication and the Technology ContextTechnology Context

END OF THE END OF THE CHAPTERCHAPTER