chapter9管理溝通(案例分析法)MBA精課件

Chapter9CommunicationinInterculturalandInternationalContexts2023/6/41GuoZhiwen(C)Copyright2002ChapterFocusYouwilllearninthischapter:BusinessandcultureDefinitionsofcultureFivedimensionsofnationalculturedifferencesImplicationsofcultureinmanagementSomeprinciplesofcultureCross-culturalcommunicationskills

2023/6/42GuoZhiwen(C)Copyright2002Examples1ANewZealandexecutiveoperatinginPeruwasviewedbyPeruvianmanagersascoldandunworthyoftrustbecause,inface-to-facediscussions,hekeptbackingaway.AnAustralianmanagerinJapanoffendedahigh-rankingJapaneseexecutivebyfailingtogivehimtherespecthispositioncommanded.TheAustralianmanagerpaidtheJapaneseexecutivelittleattentionbecausethelatterocupiedasmallandsparselyfurnishedoffice.2023/6/43GuoZhiwen(C)Copyright2002Examples2AmanagerraisedinMalaysiaandworkingforahealthproductsfirminAustraliawasperceivedbycolleaguesasa“timewaster”becausebusinesspeopleinMalaysiawouldbegintheirmeetingswithrelaxedtalksaboutpersonalissuessuchasfamilyetc..ANewZealanderwhowastransferredtoSaudiArabiasuccessfullyobtainedamillion-dollarcontractfromaSaudimanufacturer—orsohethoughtsincehehadsignedacontractwiththeSaudi.HelaterfoundthattheSaudihadnointentionofabidingbythecontract.2023/6/44GuoZhiwen(C)Copyright2002AnswerManagerswhoaregoingtoworkinaninternationalcontextmustattempttounderstandforeigncustomsandmarketdifferences.Otherwise,theyruntheriskofrigidlyapplyingtheirownvaluesandcustomstoforeigncultures,oftenwithadverseresults.2023/6/45GuoZhiwen(C)Copyright2002BusinessandCulture(1)TorF

statement:Ifapersonissuccessfulinthehomeenvironment,heorshewillbeequallysuccessfulinadifferentculture.Ifapersonissuccessfulinthehomeenvironment,heorshewillbeequallysuccessfulinapplyingtechnicalexpertiseinadifferentculture.2023/6/46GuoZhiwen(C)Copyright2002BusinessandCulture(2)Researchhasshownthatfailuresinanoverseasbusinesssettingmostfrequentlyresultfromaninabilitytounderstandandadapttoforeignwaysofthinkingand

acting,ratherthanfromtechnicalorprofessionalincompetence.2023/6/47GuoZhiwen(C)Copyright2002DefinitionsofCulture(1)Cultureiseverythingthatpeoplehave,think,anddoasmembersoftheirsociety.1.MaterialObjectsEverythingyouown,lease,borrow,oruseisdefinedasapartofyourculture,fromtheautomobileyoudrivetotheclothingyouwear.2.Ideas,Values,andAttitudesWealsotendtocategorizepeopleaccordingtothewaystheythink,theideastheybelieve,orthebasicvaluestheyholdtobetrue.2023/6/48GuoZhiwen(C)Copyright2002DefinitionsofCulture(2)3.ExpectedpatternsofBehaviorEverysocietyhascertainculturalnormsregardingbehavior.2023/6/49GuoZhiwen(C)Copyright2002Interculturalchallenges

athomeEthnicityPopulationgrowthAgeFamiliesWomanintheworkforce2023/6/410GuoZhiwen(C)Copyright2002CulturalChallengesAbroad-1

InHungary,menwalkontheleftsideofwomenoranyoneofgreaterstatus,likeaboss.It’sconsideredintrusivetoaskamanfromtheMiddleEastabouthiswifeorfemalemembersofhisfamily.It’simpoliteforwomentopourwineinItaly.2023/6/411GuoZhiwen(C)Copyright2002CulturalChallengesAbroad-2

Don’tshowthesolesofyourshoesinIraq!TheU.S.“A-OK”gestureisobsceneinmanycountries.InFrance,thisgesturemeans“worthless.”It’simpolitetopointtopeopleinJapan.It’soffensivetoeatwithyourlefthandinmanyArabiancountries.2023/6/412GuoZhiwen(C)Copyright2002CulturalChallengesAbroad-3Don’tshowupontimeforadinnerpartyinSouthAmerica.Saying“no”inJapanisveryrude;inbusinessdealings,indirectandvagueapproachesaremoreacceptable.PresentingabusinesscardinJapanisdonewithreverence,usingtwohandsandthenbowing.Therecipientcarefullystudiesthecardbeforerespectfullyputtingitinacardholder.2023/6/413GuoZhiwen(C)Copyright2002CulturalChallengesAbroad-4AmericansareexpectedtogiveeveryoneintheroomabusinesscardinAsia.Yourcardshouldbetranslatedintothelocallanguageonthereverseside.JustabouteverybusinessoccasioninJapandemandsanexchangeofgifts.2023/6/414GuoZhiwen(C)Copyright2002WhatisCulture?Cultureiswhatwegrowupin.ExpectedpatternsofbehaviorshabitsAttitudesBeliefs,valuescustoms2023/6/415GuoZhiwen(C)Copyright2002PrinciplesofcultureCultureislearnedCultureisuniversaltohumansocietyCultureisconstantlyundergoingchangeCultureisnotvalue-neutralNotallculturesareequallycomplexAllculturespermitthedevelopmentofsubculturesCulturecaninfluencebiology,viceversa.2023/6/416GuoZhiwen(C)Copyright2002ThewaysinwhichwedifferpowerdistanceUncertaintyavoidanceIndividualism/collectivism

Masculinity/femininityLong-term/short-termOrganizationaldifferenceHigh/lowcontextcultureHofstede’sFour(Five)DimensionsofCulturalValues2023/6/417GuoZhiwen(C)Copyright2002Fivedimensionsofnationalculturedifferences(1)Powerdistance

Thisistheextenttowhichthelesspowerfulmembersoforganizationsandinstitutions(likethefamily)acceptandexpectthatpowerisdistributedunequally.Anybodywithsomeinternationalexperiencewillbeawarethat“allsocietiesareunequal,butsomearemoreunequalthanothers”.

2023/6/418GuoZhiwen(C)Copyright2002Powerdistance-1PowerDistance:

theextenttowhichasocietyacceptsthefactthatpowerininstitutionsandorganizationsisdistributedunequally.Itisreflectedinthevaluesofboththemorepowerfulandlesspowerfulmembersofthesociety.Philippines,Venezuela,&Mexicoarecountrieswithhighpowerdistancecountries.Denmark,NewZealand,Austria,&Israelhavelowpowerdistancecountries.2023/6/419GuoZhiwen(C)Copyright2002Powerdistance-2PowerDistance:Amanagerinaculturewithhighpowerdistancehasmorepowerthansub-ordinates.Probablyusesacontrollingstrategyandautocraticstyle.Amanagerfromalowerpowerdistanceculturewouldhavejustalittlemorepowerthansubordinatesandwouldfavorequalitarianstrategy.2023/6/420GuoZhiwen(C)Copyright2002Individualism/collectivism-1Individualism/collectivism:

Individualismsuggestsalooselyknitsocialframeworkinwhichpeoplearesupposedtotakecareofthemselvesandtheirfamilies.Collectivismisamuchtightersocialframeworkinwhichpeopledistinguishbetweenin-groupsandout-groups.Theyexpecttheirin-groups(relatives,organization)totakecareofthem,and,therefore,theyareloyaltothem.2023/6/421GuoZhiwen(C)Copyright2002Individualism/collectivism-2Individualism/collectivism:Managersfromthesetwocultureshaveconflicts.Example:negotiating----managersfromcollectivistculturesdon’twanttomakedecisionswithoutcollaboratingandgettingconsensusfirst,whilemanagersfromindividualisticculturesdon’tcollaborateandwanttonegotiatesooner.2023/6/422GuoZhiwen(C)Copyright2002Masculinity/femininity(1)

Masculinityversusitsopposite,femininity,referstothedistributionofrolesbetweenthesexeswhichisanotherfundamentalissueforanysocietytowhicharangeofsolutionsarefound.

2023/6/423GuoZhiwen(C)Copyright2002Masculinity/femininity(2)Masculinity(MAS)focusesonthedegreethesocietyreinforces,ordoesnotreinforce,thetraditionalmasculineworkrolemodelofmaleachievement,control,andpower.AHighMasculinityrankingindicatesthecountryexperiencesahighdegreeofgenderdifferentiation.Inthesecultures,malesdominateasignificantportionofthesocietyandpowerstructure,withfemalesbeingcontrolledbymaledomination.ALowMasculinityrankingindicatesthecountryhasalowlevelofdifferentiationanddiscriminationbetweengenders.Inthesecultures,femalesaretreatedequallytomalesinallaspectsofthesociety.2023/6/424GuoZhiwen(C)Copyright2002Masculinity/femininity(3)Masculinity/femininity:Japan,Austria,Venezuela,andMexicoareverymasculinesocieties.Denmark,Sweden,andNorwayareamongthemostfemininesocieties.2023/6/425GuoZhiwen(C)Copyright2002Uncertaintyavoidance(1)

Itdealswithasociety’stoleranceforuncertaintyandambiguity:itultimatelyreferstoman’ssearchfortruth.Itindicatestowhatextentacultureprogramsitsmemberstofeeleitheruncomfortableorcomfortableinunstructuredsituations.2023/6/426GuoZhiwen(C)Copyright2002UncertaintyAvoidance(2)relatestothedegreetowhichasocietyfeelsthreatenedbyuncertaintyandbyambiguoussituations.Ittriestoavoidtheseuncertaintiesbyprovidinggreatercareerstability,creatingmoreformalrulesandworkingtoattainexpertise.2023/6/427GuoZhiwen(C)Copyright2002Uncertaintyavoidance(3)UncertaintyAvoidance:Greece,Portugal,Belgium,andJapanhavestronguncertaintyavoidance.Singapore,HongKong,Denmark,andSwedenhaveweakuncertaintyavoidance.Managerstryingtoimplementchangeshouldusetheequalitarianstrategy.2023/6/428GuoZhiwen(C)Copyright2002LongtermversusshorttermorientationItcanbesaidtodealwithVirtueregadlessofTruth.Valuesassociatedwithlongtermorientationarethriftandperseverance;valuesassociatedwithlongtermorientationarerespectfortradition,fulfillingsocialobligations,andprotectingone’s”face”.2023/6/429GuoZhiwen(C)Copyright2002Afewwordsaboutorganizationalcultures(1)Nationalculturesdiffermostlyatthelevelofthemoresuperficialpractices:symbols,heroes,andrituals.Inthepopularmanagementliterature,organizationcultureshaveoftenbeenpresentedasamatterofvalues.2023/6/430GuoZhiwen(C)Copyright2002(2)Processed-orientedversusresults-orientedcultures

Theformeraredominatedbytechnicalandbureaucraticroutines,thelatterbyacommonconcernforoutcomes.

Job-orientedversusemployee-orientedcultures

Theformerassumeresponsibilityfortheemployees’jobperformanceonly,andnothingmore;employee-orientedculturesassumeabroadresponsibilityfortheirmembers’well-being.2023/6/431GuoZhiwen(C)Copyright2002(3)Opensystemversusclosedsystemcultures

Thisdimensionreferstothecommonstyleofinternalandexternalcommunication,andtotheeasewithwhichoutsidersandnewcomersareadmitted.2023/6/432GuoZhiwen(C)Copyright2002(4)Tightlyversuslooselycontrolledcultures

Thisdimensiondealswiththedegreeofformalityandpunctualitywithintheorganization.2023/6/433GuoZhiwen(C)Copyright2002High-context/Low-contextculture:Inhighcontextcultures,muchinformationiseitherinthephysicalcontextorinternalizedintheperson.Nonverbalcommunicationisimportantandmuchmeaningisdeterminedfromit.JapanandSaudiArabiaarehigh-contextcountries.High-context/Low-context

culture-1

(Communicationexpert---EdwardHall)2023/6/434GuoZhiwen(C)Copyright2002High-context/Low-contextculture:Inlowcontextcultures,mostinformationisexpectedtobeinexplicitwords.Messages(sentandreceived)shouldbeaccurateandarticulate.USandCanadaarelow-contextcultures.High-context/Low-contextculture-22023/6/435GuoZhiwen(C)Copyright2002ShouldYouLearntheLanguage?-1Learningasecondlanguagecanbechallengingandtedious.Youcoulduseaninterpreterifyou’reinthecountryforonlyashorttime.Asthelengthofyourstayincreases,theneedtolearnthelanguageincreases.2023/6/436GuoZhiwen(C)Copyright2002ShouldYouLearn

theLanguage?-2Ifyoulearnthelanguageofthecountry,thenyoucanavoidinterpretationalproblemsinyourcompany’sadvertisingorproductlabeling:Examples:

Pepsi’sslogan“ComealivewithPepsi”inGermanread“ComealivefromthegravewithPepsi”,Chevrolet’sNovameans“itdoesn’tgo”inSpanish.Ford’struckFierainSpanishmeant“uglyoldwoman”.2023/6/437GuoZhiwen(C)Copyright2002NonverbalSensitivity-1Whetheryouchoosetolearnthecountry’slanguageornot,youshoulddefinitelylearnaboutthenonverballanguagecommoninthatculture.Interpretationsofgestures,postures,spatialrelationships,time,dress,andritualsvarywidely.2023/6/438GuoZhiwen(C)Copyright2002NonverbalSensitivity-2GreetingsHandshakeBowNoserubKissPlacingthehandsinaprayingpositionBusinesscards2023/6/439GuoZhiwen(C)Copyright2002NonverbalSensitivity-3DressBusinesssuitorslacks?Whenyou’rewearingthecountry’snativeattire,noticehowitiswornandwhereitisworn.SomeclothesmaybeconsideredoffensiveinmanyArabcountries2023/6/440GuoZhiwen(C)Copyright2002NonverbalSensitivity-4Space,Touch,&PostureAmericanshavealargerspacebubblethanArabandLatinAmericancountrieshave.It’sacceptableinIran,China,andIndonesiafortwomentowalkholdinghands;it’sasignofclosefriendship.Butit’snotacceptableforamanandawomantoholdhandsinpublic.(anoldstory,right?)2023/6/441GuoZhiwen(C)Copyright2002NonverbalSensitivity-5Space,Touch&PostureManagersshouldnevertouchtheheadofonefromChinaandThailandbecausetheheadissacred.InTonga,touchingone’sheadcouldgetyouthedeathpenalty.InMuslimcountries,thelefthandshouldn’tbeusedtotouchfoodorpresentagift.InThailandandIndonesia,itisconsideredinsultingtoshowthesoleofyourshoetosomeoneelse.2023/6/442GuoZhiwen(C)Copyright2002NonverbalSensitivity-6GesturesNoddingtheheadupanddownmaymean“no”andshakingtheheadfromsidetosidemaymean“yes.”The“OK”signisobsceneinsomecountries.Our“comehere”signmeans“goodbye”inmostAfricancountries.2023/6/443GuoZhiwen(C)Copyright2002NonverbalSensitivity-7TimeTous,“timeismoney”.Romanians,Japanese,andGermansvaluepunctuality,butmanyoftheLatincountrieshaveamorerelaxedattitudetowardtime.Meetingsmaystartlate.Insteadofwrittencontracts,peopleinthesecountriesprefertobuildtheirbusinessrelationshipsontrust.Todevelopthistrusttakestime.2023/6/444GuoZhiwen(C)Copyright2002NonverbalSensitivity-8FoodYoumusthaveanadventuresomespiritwhentravelingtomanyforeigncountries.Torejectfoodthatmayseemawfultoyouinyourhost’scountrywouldmakeyoulookrude,sotrysomeofit.2023/6/445GuoZhiwen(C)Copyright2002NonverbalSensitivity-9FoodYoumighttrysheep’seyesinSaudiArabia,shark’sfinsoupinChina,aroastedgorillahandinonepartofAfrica,alivefishbroughttothetableandcarvedinJapan,oradurian(榴蓮果)inSoutheastAsia.2023/6/446GuoZhiwen(C)Copyright2002NonverbalSensitivity-10GiftsGift-givingpracticesareexpectedinmanycountriesandfrowneduponinothers.InJapan,itisimportanttogivegiftsbutisinappropriateinGermany.ItisnotnormallypracticedinBelgiumandtheUnitedKingdom.2023/6/447GuoZhiwen(C)Copyright2002NonverbalSensitivity-11GiftsIfgivingflowers,chrysanthemumsshouldbeavoidedinmanyEuropeancountriesbecauseoftheirfuneralassociation.InJapan,whiteflowerscarrythesamemessage,asdopurpleonesinBrazilandMexico.2023/6/448GuoZhiwen(C)Copyright2002NonverbalSensitivity-12GiftsRememberthatnumbersandshapesmighthavesomesignificance.Thenumber4representsbadluckinJapan,asis7inKenya.ThetriangleisconsideredanegativeshapeinHongKong,Korea,andTaiwan.2023/6/449GuoZhiwen(C)Copyright2002NonverbalSensitivity-13SexismWhilewomenintheUSaregivenpromotionalopportunitiesatwork,meninmanycountriesdonottreatwomenasequalsanddon’twanttonegotiatewiththem.Womeninsomecountriesaren’tevenallowedtowork,norcantheydriveacarorbeseeninpublicwithouttheirveils.2023/6/450GuoZhiwen(C)Copyright2002Cross-CulturalCommunicationskills(1)OrientationtoKnowledge:Orientationtoknowledgereferstothetermspeopleusetoexplainthemselvesandtheworldaroundthem.Acompetentorientationtoknowledgeoccurswhenpeople’sactionsdemonstratethatallexperiencesandinterpretationsareindividualandpersonalratherthanuniversallysharedbyothers.

2023/6/451GuoZhiwen(C)Copyright2002Cross-CulturalCommunicationskills(2)Someexamples:Anineffectiveorientationtoknowledge:1)NewYorkersmustbecrazytoliveinthatcity.2)Parisiansarerudeandunfriendly.3)Thecustomofarrangedmarriagesisbarbaric.4)Everypersonwantstosucceed—it’shumannature.2023/6/452GuoZhiwen(C)Copyright2002Cross-CulturalCommunicationskills(3)

Acompetentinterculturalcommunicatoracknowledgesapersonalorientationtoknowledge:1)IfindNewYorkaverydifficultplacetovisitandwouldnotwanttolivethere.2)ManyofthepeopleIinteractedwithwhenvisitingPariswerenotfriendlyorcourteoustome.3)Iwouldnotwantmyparentstoarrangemymarriageforme.4)IwanttosucceedatwhatIdo,andIthinkmostpeopledo.2023/6/453GuoZhiwen(C)Copyright2002Cross-CulturalCommunicationskills(4)Nonjudgmental:referstothecapacitytorespondtoothersinawaythatisdescriptive,non-evaluative,andnonjudgmental.2023/6/454GuoZhiwen(C)Copyright2002Cross-CulturalCommunicationskills(5)Toleranceforambiguity---concernsaperson’sresponsetonew,uncertain,andunpredictableinterculturalencounters.Competentinterculturalcommunicatorsareabletocopewiththenervousnessandfrustrationsthataccompanyneworunclearsituations,andtheyareabletoadaptquicklytochangingdemands.2023/6/455GuoZhiwen(C)Copyright2002Cross-CulturalCommunicationskills(6)DisplayofRespect.Respectisshownthroughbothverbalnonverbalsymbols.Languagethatcanbeinterpretedasexpressingconcern,interest,andanunderstandingofotherswilloftenconveyrespect.2023/6/456GuoZhiwen(C)Copyright2002Cross-CulturalCommunicationskills(7)Empathy.Individualswhoareabletocommunicateanawarenessofanotherperson’sthoughts,feelings,andexperiencesareregardedasmorecompetentininterculturalinteraction.Theskillwearedescribinghereisthecapacitytobehaveasifoneunderstandstheworldasothersdo.2023/6/457GuoZhiwen(C)Copyright2002WhatisaGood

InterculturalCommunicator?Agoodinterculturalcommunicatorisnot

ethnocentric.Agoodinterculturalcommunicatorisnon-defensiveabouttheirhomeland.Agoodinterculturalcommunicatoriscuriousaboutotherpartsoftheworldandbrave.Goodinterculturalcommunicat