Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 1
Communicating Communicating in a World of in a World of
DiversityDiversity
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 2
Communication Communication in a Diverse Worldin a Diverse World
The Concept ofDiversity
Intercultural Communication
Individual Characteristics Cultural Backgrounds
Personal Experiences Cultural Differences
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 3
Opportunities in a Opportunities in a Global MarketplaceGlobal Marketplace
CustomersCustomersCustomersCustomers
Labor SourcesLabor SourcesLabor SourcesLabor Sources
Job PossibilitiesJob PossibilitiesJob PossibilitiesJob Possibilities
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Advantages of a Diverse Advantages of a Diverse WorkforceWorkforce
Connectingwith Customers
Connectingwith Customers
Expanding theTalent PoolExpanding theTalent Pool
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 5
Challenges of Challenges of Intercultural Intercultural CommunicationCommunication
Values andBeliefs
NonverbalSignalsEmployee MotivationEmployee Motivation
Employee CommunicationEmployee Communication
Harmony and CooperationHarmony and CooperationPerceptionPatterns
LanguageUsage
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 6
Enhancing Sensitivity Enhancing Sensitivity to Culture and to Culture and
DiversityDiversity
Other Business CulturesOther Business Cultures
Variations in a Diverse WorldVariations in a Diverse World
Ethnocentrism & StereotypingEthnocentrism & Stereotyping
The Concept of CultureThe Concept of Culture
The U.S. Business CultureThe U.S. Business Culture
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 7
The Concept of The Concept of CultureCulture
Symbols Attitudes
Beliefs Expectations
Values Norms
Shared SystemShared System
BehaviorsBehaviors
RulesRules
PrioritiesPriorities
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Characteristics of Characteristics of CulturesCultures
Cultural AssumptionsCultural Assumptions
ThinkingThinking BehavingBehavingCommunicatingCommunicating
AutomaticAutomaticAutomaticAutomatic CoherentCoherentCoherentCoherent CompleteCompleteCompleteComplete
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 9
Negative Cultural Negative Cultural AttitudesAttitudes
EthnocentrismEthnocentrismEthnocentrismEthnocentrism
XenophobiaXenophobiaXenophobiaXenophobia
StereotypingStereotypingStereotypingStereotyping
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 10
What Is Cultural What Is Cultural Pluralism?Pluralism?
Accepting Multiple CulturesAccepting Multiple CulturesAccepting Multiple CulturesAccepting Multiple Cultures
AvoidingAvoidingAssumptionsAssumptions
AvoidingAvoidingAssumptionsAssumptions
AdmittingAdmittingDistinctionsDistinctions
AdmittingAdmittingDistinctionsDistinctions
AvoidingAvoidingJudgmentsJudgments
AvoidingAvoidingJudgmentsJudgments
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 11
Recognizing Variations Recognizing Variations in a Diverse Worldin a Diverse World
ContextualContextual Legal andEthical
Legal andEthical SocialSocial Nonverbal
Signals
NonverbalSignals
GenderGender AgeAge ReligionReligion AbilityAbility
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 12
Cultural ContextCultural Context
Decision-Making PracticesDecision-Making PracticesDecision-Making PracticesDecision-Making Practices
Problem-Solving TechniquesProblem-Solving TechniquesProblem-Solving TechniquesProblem-Solving Techniques
Negotiating StylesNegotiating StylesNegotiating StylesNegotiating Styles
LowContext
LowContext
HighContext
HighContext
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Legal and Ethical Legal and Ethical BehaviorBehavior
Seek Mutual GroundSeek Mutual Ground
Withhold JudgmentWithhold Judgment
Respect DifferencesRespect Differences
Send Honest MessagesSend Honest Messages
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Work andSuccess
Roles andStatus
Use ofManners
Conceptsof Time
FutureOrientation
Openness andInclusiveness
Social Behavior Social Behavior DifferencesDifferences
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Nonverbal Differences Nonverbal Differences
FormalityFormalityFormalityFormalityPosturePosturePosturePostureEye ContactEye ContactEye ContactEye ContactFacialFacialExpressionsExpressions
FacialFacialExpressionsExpressions
TouchingTouchingTouchingTouchingPersonalPersonalSpaceSpace
PersonalPersonalSpaceSpaceGreetingsGreetingsGreetingsGreetings
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Differences in AgeDifferences in Age
Youth-Oriented
Senior-Oriented
Multi-Generational
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Gender DifferencesGender Differences
Existing WorkplaceCultures
Styles of Communication
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 18
Religious Religious DifferencesDifferences
Personal BeliefsPersonal Beliefs Workplace IssuesWorkplace Issues
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Ability DifferencesAbility Differences
Assistive Technologies
CustomersCustomers
ColleaguesColleagues
EmployeesEmployees
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Personal BiasesPersonal Biases
Patience and aSense of Humor
Patience and aSense of Humor
Tolerance, Flexibility,and Respect
Tolerance, Flexibility,and Respect
The “Golden Rule”The “Golden Rule”
Adapt to Other Adapt to Other CulturesCultures
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 21
Improving Intercultural Improving Intercultural CommunicationCommunication
• Studying cultures and languages
• Respecting communication styles
• Speaking and writing clearly
• Listening carefully to others
• Using interpreters or translators
• Helping others adapt to your culture
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 22
Studying Other Studying Other CulturesCultures
Social CustomsSocial Customs
Clothing and FoodClothing and Food
Political PatternsPolitical Patterns
Religion andReligion andSocial BeliefsSocial Beliefs
Business andBusiness andEconomicsEconomics
Ethics, Values,Ethics, Values,and Lawsand Laws
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 23
Learning LanguagesLearning Languages
FacilitateFacilitateCommunicationCommunication
Promote BusinessPromote BusinessRelationshipsRelationships
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Respecting Respecting Communication Communication PreferencesPreferences
Degree of Formality
Level of Directness
Writing or Speaking
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 25
Writing ClearlyWriting Clearly
Clear Language
Transitional Elements
Numbers and Dates
Humor and Culture
Conciseness
International Addresses
Slang, Jargon, or Idioms
Audience Expectations
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 26
Speaking and Speaking and ListeningListening
Intercultural Conversations
Speaking with Others
Listening to Others
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 3 - 27
Communicating Communicating in a World of in a World of
DiversityDiversity