Communicating in a World of Diversity

Prentice Hall, 2008

Excellence in Business Communication, 8e

Chapter 3 - 1

Communication in a Diverse World

Diversity
Individual characteristics Individual experiences

Intercultural communication
Cultural backgrounds Cultural differences

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Excellence in Business Communication, 8e

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Opportunities in a Global Marketplace

New customers New labor sources New job possibilities

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Excellence in Business Communication, 8e

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Advantages of a Diverse Workforce

Connect with customers Expand talent pool

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Excellence in Business Communication, 8e

Chapter 3 - 4

Challenges of Intercultural Communication

Language, nonverbal signals, perception patterns, values and beliefs
Communicating with employees Motivating employees Promoting harmony and cooperation

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Excellence in Business Communication, 8e

Chapter 3 - 5

Enhancing Sensitivity to Culture and Diversity

Understanding the concept of culture Overcoming ethnocentrism and stereotyping Recognizing variations in a diverse world. Adapting to U.S. business culture

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Excellence in Business Communication, 8e

Chapter 3 - 6

The Concept of Culture

Shared system
Beliefs Symbols Attitudes Values Expectations Norms
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Excellence in Business Communication, 8e Chapter 3 - 7

Characteristics of Cultures
Automatic Coherent Complete

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Excellence in Business Communication, 8e

Chapter 3 - 8

Negative Cultural Attitudes

Ethnocentrism Xenophobia Stereotyping

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Excellence in Business Communication, 8e

Chapter 3 - 9

Cultural Pluralism
Avoiding assumptions Avoiding judgments Acknowledging distinctions

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Excellence in Business Communication, 8e

Chapter 3 - 10

Recognizing Variations in a Diverse World

Contextual
Legal and ethical

Social
Nonverbal

Age Gender Religion Ability

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Cultural Context
High-context and low-context
Decision-making practices Problem-solving techniques Negotiating styles

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Excellence in Business Communication, 8e

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Legal and Ethical Behavior

Seek common ground
Withhold judgment

Send honest messages

Respect differences

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Excellence in Business Communication, 8e

Chapter 3 - 13

Social Behavior Differences

Work and success
Roles and status

Use of manners
Concepts of time

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Excellence in Business Communication, 8e

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Nonverbal Differences
Greetings and touching
Personal space Facial expressions Eye contact Posture Formality
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Age Differences
Types of culture
Youth-oriented Senior-oriented

Cultural associations
Power Respect Freedom
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Gender Differences
Existing workplace cultures Communication styles

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Excellence in Business Communication, 8e

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Religious Differences
Personal beliefs Inclusive workplaces

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Excellence in Business Communication, 8e

Chapter 3 - 18

Ability Differences
Assistive technologies
Customers Colleagues Employees

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Excellence in Business Communication, 8e

Chapter 3 - 19

Adapting to U.S. Business Culture

Individualism Equality Privacy and personal space Time and schedules Religion Communication style
Excellence in Business Communication, 8e Chapter 3 - 20

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Improving Intercultural Communication Skills

Study other cultures and languages
Respect communication styles

Speak and write clearly

Listen carefully to others Use interpreters or translators Help others adapt to your culture
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Studying Other Cultures

Social customs Clothing and food Political patterns Religious and folk beliefs Economics and business Ethics, values, and laws

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Learning Languages
Facilitate communication
Promote business relationships

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Excellence in Business Communication, 8e

Chapter 3 - 23

Respecting Communication Preferences

Degree of formality
Level of directness Writing or speaking

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Excellence in Business Communication, 8e

Chapter 3 - 24

Writing Clearly
Use simple, clear language Be concise (brief) Use transitional elements Address correspondence properly Cite numbers/dates carefully Avoid slang, idioms, and jargon Avoid humor or popular culture references

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Excellence in Business Communication, 8e

Chapter 3 - 25

Intercultural Conversations
Speak slowly and clearly Rephrase as needed Seek feedback Dont patronize Double check for agreement

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Excellence in Business Communication, 8e

Chapter 3 - 26

Listening Carefully
Learn vocal patterns Show respect Ask questions

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Excellence in Business Communication, 8e

Chapter 3 - 27

Using Interpreters or Translators

Human beings
Interpretation Cultural context Non-verbal cues

Software
Translation Words and phrases Gist of the message
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Excellence in Business Communication, 8e Chapter 3 - 28

Helping Others Adapt

Speaking and listening
Conference calls Face-to-face conversations

Reading and writing

Intranet sites Email and instant messaging

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Excellence in Business Communication, 8e

Chapter 3 - 29