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Chapter 4 Cross-Cultural
Communication and Negotiation
Chapter 4(1)- Cross-Cultural Communication2
Chapter 4(2)- Conflict & Negotiation27
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Chapter 4(1)- Cross-Cultural
Communication
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Functions of Communication
Communication is the exchange of meaning.Communication is the exchange of meaning.
In organizations, it has several functions:In organizations, it has several functions:
ffecting !ehaviorffecti
ng !ehavior through !oth formal an"
informal channels
"motional e#pression"motional
e#pression- fulfillment of social
nee"s
InformationInformation- facilitating "ecision ma#ing
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$ource$ource "ncoding"ncoding ChannelChannel %ecoding%ecoding &eceiver&eceiver'essage'essage 'essage'essage 'essage'essage 'essage'essage
FeedacFeedac
*he Communication +rocess
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hat do ou see in the poster.
% small class eercise
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+rocess /hich people organize and+rocess /hich people organize and
interpret their sensor impressions in order tointerpret their sensor impressions in order to
give meaning to their environmentgive meaning to their environment
+erception 0 ttitudes 0+erception 0 ttitudes 0
'otivation 2 !ehavior'otivation 2 !ehavior
+"&C"+*I3N
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AttitudesAttitudes
"valuative statements
favorale or unfavorale
aout o5ects, people, or events6
reflect ho/ one feels aout something
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+erceiver "ffects on +erception
Culture
ersonalit*
+alues & %ttitu"es
Moti,es
nterests
ast eperiences
.pectations
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Perceptual Shortcuts
$electivit$electivit
7alo7alo
"ffect"ffect$tereotping$tereotping
ssumedssumed
$imilarit$imilarit
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Shortcuts to Judging
Others$electivit$electivit- choosing !its of "ata "epen"ing onthe interests !ac#groun" eperience an" attitu"es
of o!ser,er
ssumed $imilaritssumed $imilarit- perceptions of others moreinfluence" !* hat the o!ser,er is li#e or thin#s
$tereotping$tereotping- !asing perception on group
mem!ership or association7alo "ffect7alo "ffect- "raing a general impression on the
!asis of a single characteristic such as intelligence
socia!ilit* or appearance
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+erception, ttitudes,and +ersonalit
Culturall* !ase" stereot*pes
iss punctual
5ermans tas#oriente"%mericans energetic
eople ho hol" these stereot*pes
eperience surprises hen the* meet
people from these countries ho "o not fit
the stereot*pes
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+erception, ttitudes, and+ersonalit (Cont8)
Culturall ased stereotpes (cont8) ro6ect aspects of on culture onto people an"
situations in a "ifferent culture
%ssumes that the ne culture mirrors their on
.ample orean manager ,isiting e"enassumes all omen seate" !ehin" "es#s aresecretaries
uch !eha,ior oul" !e inappropriate an"possi!l* "*sfunctional in e"en here man*omen hol" management positions
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7elpful $tereotping
stereotpe can ecome helpful /hen it is Consciousl held: people are a/are it descries a
group norm and not individual characteristic
%escriptive rather evaluative: ho/ people are, not
/hether the9re good or ad ccurate: ased on data or sufficient e#perience
First est guess: aout a group, efore acuiringspecific information on individuals
%namic 2 Fle#ile: modifiale according to furtheroservation and e#perience /ith concrete situations
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*pes of Communication
;eral:
8ral
9ace-to-face
:istant (phone ,i"eo)
;ritten
rint
.lectronic
Non-+er!al
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3verall Communication +rocess
;eral Communication $tles Contet
Information that surrounds acommunication and helps to conve the
message 7igh-conte#t societies
'essages often are coded and implicit
&el on indirect style
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3verall Communication +rocess
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7igh- vs8
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3verall Communication+rocess (cont8)
;eral Communication $tles (cont8) Contetual st*le
Focuses on the speaer and relationship ofthe parties
ersonal st*le
Focuses on the speaer and the reduction ofarriers et/een the parties
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3verall Communication +rocess
(cont8)
%ffecti,e st*le
Characterized language /hich reuiresthe listener to carefull note /hat is eing
said and to oserve ho/ the sender ispresenting the message
nstrumental st*le
>oal-oriented and focuses on the sender
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;eral $tles ?sed in 1@ $electCountries
Australia Direct Exacting Personal Instrumental
Canada Direct Exacting Personal InstrumentalDenmark Direct Exacting Personal Instrumental
Egypt Indirect Elaborate Contextual Affective
England Direct Exacting Personal Instrumental
Japan Indirect Succinct Contextual Affective
Korea Indirect Succinct Contextual AffectiveSaudi Arabia Indirect Elaborate Contextual Affective
Seden Direct Exacting Personal Instrumental
!nited States Direct Exacting Personal Instrumental
Country
Indirectvs.
Direct
Affectivevs.
Instrumental
Elaboratevs.
Succinct
Contextualvs.
Personal
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Non-veral Communication
!od movement!od movement(>?o"* @anguageA) a""s to an"often complicates ,er!al communication
AinesicsAinesics - 5estures facial configurations an"other mo,ements of the !o"*
IntonationsIntonations- Change the meaning of themessage
Facial e#pressionFacial e#pression- Characteristics that oul"ne,er !e communicate" if *ou rea" a transcript ofhat is sai"
+hsical distance+hsical distance- roper spacing is largel*"epen"ent cultural norms
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Cross-Cultural Communication
Nonveral communication: a ma5or role across cultures
%istance et/een people
North %mericans stan" $ 1B2 to feet apart
@atin %merican cultures people stan" much
closer &eactions
@atin %merican mo,es close to the North%merican
North %merican !ac#s aa* @atin %merican might percei,e the North%merican as col" an" "istant
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+ersonal $pace Categories for*hose In the ?nited $tates
8 to 10Public distance
Social distance to 8
Personal distance 18! to
Intimate distance 18!
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Cross-Cultural Communication
*ime orientation
@atin %mericans ,ie time more casuall*
than North %mericans
iss strongl* emphasie promptness in#eeping appointments
.g*ptians usuall* "o not loo# to the future
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Cross-Cultural Communication
*ime orientation (cont8)
outheast %sians ,ie the long term as
centuries
iou n"ians of the Dnite" tates "o not
ha,e or"s for EtimeE or EaitE in their
nati,e language
otential misun"erstan"ings are large
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.ercise
"entif*ing .motions
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"motions 2 National Culture
Cultural factors influenceCultural factors influencehat is or is notconsi"ere" emotionall* appropriate
eems to !e high agreement of meaning !*emotions /ithin cultures/ithin cultures
;hatAs accepta!le in one culturema* seem e#tremel unusuale#tremel unusualor "*sfunctionalin another
httpBBFholl*oo"6esusFcomBlostGinGtranslationFhtm
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Cultural >uide to Communication
@oo# for the meaning !ehin" the or"s@oo# for the meaning !ehin" the or"s
%ssume%ssume differencesdifferencesuntil similarit* is pro,e"until similarit* is pro,e"
no hat *ou "onAt #nono hat *ou "onAt #no
.mphasie.mphasie descriptiondescription rather thanrather than
interpretation or e,aluation (of others)interpretation or e,aluation (of others)
racticeractice empath 2 patienceempath 2 patience
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Chapter 4(B)-Conflict 2
Negotiation
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*rust 2 Culture
IndividualisticIndividualistic ersonal histor* &ersonal histor* &
eperience !ase"eperience !ase"
:e,elops through:e,elops through
mutual interestmutual interest(rational)(rational)
Huic#er to trust out-Huic#er to trust out-group mem!ersgroup mem!ers
Consistenc*Consistenc*emphasie"emphasie"
CollectivistCollectivist n-group mem!ershipn-group mem!ership
!ase"!ase"
:e,elops more:e,elops morethrough emotionalthrough emotional
!on"s!on"s
lo trusting out-lo trusting out-
group mem!ersgroup mem!ers Contet is importantContet is important
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Conflict
Conflict is here one part* percei,es that anotherConflict is here one part* percei,es that another
part* acting purposefull* in a a* that upsets thepart* acting purposefull* in a a* that upsets the
first part* or !loc#s its pursue of goals an"first part* or !loc#s its pursue of goals an"
interestsinterests
Why can't the Jews and the Arabs just sit down togetherWhy can't the Jews and the Arabs just sit down togetherand settle this like good Christians?and settle this like good Christians?
--%ttri!ute" to %rthur ?alfour 1/%ttri!ute" to %rthur ?alfour 1/ththcentur* ?ritishcentur* ?ritish
statesman rime Minister an" 9oreignstatesman rime Minister an" 9oreign
ecretar*I spea#ing on the Mi""le-east Crisisecretar*I spea#ing on the Mi""le-east Crisis
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%ifferences in ttitudes
talian managers !*passing a manager toreach a su!or"inate emplo*ee is
insu!or"ination
e"ish an" %ustrian organiations
"ecentralie" "ecision ma#ing
hilippine an" n"ian organiations
centralie" "ecision ma#ing
Conclusion" or#ani$ations t%at cross national borders
and dra& mana#ers from many different countries %ave
%i#% conflict 'otential.
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International spects of Conflict
Cultures that emphasie in"i,i"ualism an"competition
+ositivel value conflict
"nglishspeaing countries, the Netherlands,Ital, !elgium
Cultures that emphasie colla!oration cooperationconformit*
Negativel value conflict 'an sian and reece, *ure
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International spects of Conflict
Cultural "ifferences impl* "ifferent functional
conflict le,els
ome cultures fa,our suppression of conflict ith
little "iscussion of peopleJs feelings
9elt conflict li#el* part of some conflict episo"es
!ut hi""en from pu!lic ,ie
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Conflict (Cont8)
Managers from an in"i,i"ualistic countr*operating in a less in"i,i"ualistic countr*
%ccepta!le to epress feelings "uring a conflict
episo"eF uppression of feelings coul" !affle
them
ncreasing conflict can confuse local peopleF
%lmost imme"iate "*sfunctional results
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Cultural %ifferences in Negotiations
Negotiating st*les ,ar* among national culturesI for
effecti,e cross-cultural negotiation *ou nee" to
un"erstan" other part*As communication patterns
time orientations social !eha,ior an" i"ios*ncratic
national issuesF
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$uccessful Negotiators9 Characteristics
?$ apanese *ai/anese !razilian
+reparation 2planning sill
%edication to5o
+ersistence 2determination
+reparation 2planning sill
*hining underpressure
+erceive 2e#ploit po/er
in respect 2confidence
*hining underpressure
udgment 2intelligence
in respect 2confidence
+reparation 2planning sill
udgment 2intelligence
;eralle#pressive
Integrit +roductno/ledge
;eralle#pressive
+roductno/ledge
%emonstratelistening sills
Interesting +roductno/ledge
+erceive 2e#ploit po/er
!roadperspective
udgment 2intelligence
+erceive 2e#ploit po/er
Integrit ;eralle#pressive
Competitive
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Cultural %ifferences in Negotiations
Cultural conte#t significantl influences:
7istor 2 identit in relation to conflict
*ime frame (short=long6 deadlines)
"mphasis on rationalit=emotion=ideals
*he amount and tpe of preparationpreparation for
argaining
+articipants: fe/ essential or Dthe more the
merrier96 oung professional or respectale elder
*he relative emphasis on tas# ,ersustas# ,ersus
interpersonalinterpersonalrelationshipsrelationships andand formal ,sF informalformal ,sF informal
mechanisms (e8g8, la/ers)mechanisms (e8g8, la/ers)
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%ifferences in Negotiations
;here;here the negotiation shoul" !e con"ucte"
(!usinessBleisure) an" emphasis on entertainment
Communication patterns (,er!alBnon,er!al)I "irect
,sF non-"irect re6ection
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;eral *actics
(per E hour session)
?eha,ior D ?railian Lapanese
+romise G H
Normative B 1 4
Commitment 1G 1
$elf-%isclosure GJ GK G4
Command J 14
LNo9sM K G84 8H
+rofit level H8G H8B J18
Initial concessions H81 K84 J8
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Nonveral *actics
?eha,ior D ?railian Lapanese
ilent perio"s (per30 minF)
3F$ 0 $F$
Con,ersationalo,erlaps (per 10minF)
10F3 2F' 12F'
9acial gaing(minutes per 10
minF)
3F3 $F2 1F3