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THE DEFINITION..

Cross-cultural communication isa field of study that looks at how

people from differing cultural backgrounds communicate, insimilar and different ways amongthemselves, and how they try tocommunicate across culture.

http://en.wikipedia.org/wiki/Communicationhttp://en.wikipedia.org/wiki/Communication

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WHY CROSS CULTURE ?

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CROSS CULTURE ORIGIN AND WHY?

ORIGIN ORIGINATED DURING AND

PRECEDING THE COLD WAR.

COMBINATION OF OTHERFIELDS LIKEANTHROPOLOGY,CULTURALSTUDIES,PSYCHOLOGY,ANDCOMMUNICATION.

GLOBAL RISE OF CROSSCULTURE

INCORPORATED IN TOUNIVERSITY PROGRAM.

WHY CROSS CULTURE OTHERS CULTURES ARE NOT

LIKE YOURS. YOU NEED TO KNOW THE

RULES. GLOBALISATION.

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THE FON TROMPENNARS THEORY.

INCUBATOR(FULFILLMENT ORIENTED)

GUIDED MISSILE(PROJECT ORIENTED)

FAMILY(POWER ORIENTED) EIFFEL TOWER(ROLE ORIENTED)

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RELATIONSHIPBETWEEN EMPLOYEES

1.Family : diffuse relationship toorganic whole to which one isbonded2.Eiffel Tower : specific role ininteractions3.Guided Missile : specifictasks in shared objectives4.Incubator : diffusespontaneous relationshipsgrowing out of shared creativeprocesses

MANAGING CHANGE

1.Family: Father changescourse

2.Eiffel Tower: change rulesand procedures

3.Guided Missile: shift aim

as target moves

4.Incubator: improvise andattune

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WAYS OF THINKINGAND LEARNING

1.Family: holistic, lateraland error correcting2.Eiffel Tower : logical,analytical, and rationallyefficient3.Guided Missile: problemcentered, professional,practical4.Incubator: processoriented, creative, ad-hoc,

inspirational

Attitudes to people

1.Family: as familymembers

2.Eiffel Tower : humanresources

3.Guided Missile:specialists and experts

4.Incubators: co-creators

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BARRIERS

PRIMARY COGNITIVE

CONSTRAINTS BEHAVIOR

CONSTRAINTS EMOTIONAL

CONSTRAINTS

GENERAL BODY LANGUAGE

ETIQUETTE

ESTABLISHING TRUST

RELIGIOUS BELIEF

SOCIAL HABITS

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THE ARTICLE

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The article argues that inter-culturaldialogue leading to inter-cultural harmonyis possible if people are willing to embrace

the humility and open-mindednessessential for healthy dialogue betweenthemselves and others whose backgrounds

differ from their own.

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The article shows how differences in perspectiveand in background do not have to lead tocomplications in cross-cultural communication.The article stresses the importance of studentsadopting an open and enthusiastic mind-set, sothey can overcome the challenges inherent in cross-

cultural communication.

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THE GAME..

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1. Each participant will pick a partner that they dont know very well. No 2 friends are allowed to form thegroup.

2. Person A must be asked to think of an important fact about them. That Person B would be unlikely to know.Neither person could talk.

3. Person A is asked to convey the message using gesturesor drawings.

4. He/she is not allowed to write words or numbers.

5. Person B is not allowed to make gestures. Person B had a

paper and pencil to write down the message that willconve ed.

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THE CASE STUDY.

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The case study of Filipino call-centre staff working in amultinational CRM company contacting Australiancustomers. Operational and management staff wasengaged in a series of interviews over a period of

several months and conversational analysis of phonecalls was conducted in order to identify the keysociocultural and sociolinguistic challenges for

telemarketers with culturally remote customers. Thispaper explored the extent to which cultural differenceaffected staff performance and customer satisfaction

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Findings suggest that there is functionalcultural alignment between Filipino staff and Australian customers and that cross-cultural

training and cross cultural immersion in thetarget community can assist call centre staff cross the boundaries of language and identity

with greater success .

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THANK YOU