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Multi Cultural Communication Skills

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HOFSTEDE’S HERMES STUDY

Dr. Geert Hofstede undertook a massive research project starting in 1966 involving a major multinational corporation identified only by the pseudonym HERMES. In the course of this project, some 116,000 questionnaires were completed by HERMES employees at all levels (unskilled workers to top managers) located in 50 developed and less developed nations.

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CULTURE

"Culture as the collective programming of the mind which distinguishes the members of one human

group from another"

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Four key elements, or "dimensions", of culture

Power distance Uncertainty Avoidance Individualism v. Collectivism Masculinity v Femininity

Long or short term orientation

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Power Distance Index (PDI)

It focuses on the degree of equality, or inequality, between people in the country's society.

A High Power Distance ranking indicates that inequalities of power and wealth have been allowed to grow within the society.

A Low Power Distance ranking indicates the society de-emphasizes the differences between citizen's power and wealth.

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Individualism (IDV)

It focuses on the degree the society reinforces individual or collective, achievement and interpersonal relationships.

A High Individualism ranking indicates that individuality and individual rights are paramount within the society.

A Low Individualism ranking typifies societies of a more collectivist nature with close ties between individuals.

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Masculinity (MAS) It focuses on the degree the society reinforces, or

does not reinforce, the traditional masculine work role model of male achievement, control, and power.

A High Masculinity ranking indicates the country experiences a high degree of gender differentiation.

A Low Masculinity ranking indicates the country has a low level of differentiation and discrimination between genders.

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Uncertainty Avoidance Index (UAI)

It focuses on the level of tolerance for uncertainty and ambiguity within the society - i.e. unstructured situations.

A High Uncertainty Avoidance ranking indicates the country has a low tolerance for uncertainty and ambiguity.

A Low Uncertainty Avoidance ranking indicates the country has less concern about ambiguity and uncertainty and has more tolerance for a variety of opinions.

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Long-Term Orientation (LTO)

It focuses on the degree the society embraces, or does not embrace, long-term devotion to traditional, forward thinking values.

A High Long-Term Orientation ranking indicates the country prescribes to the values of long-term commitments and respect for tradition.

A Low Long-Term Orientation ranking indicates the country does not reinforce the concept of long-term, traditional orientation.

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Achieving Communication Effectiveness

Improve Feedback System Language Training Cultural Training Increasing Flexibility & Cooperation

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Communication BarriersVerbal Language Cultural Perceptual Selecting topic Silence Interruptions Humor Structure

Non-Verbal Kinesics

Oculesics Proxemics Chronemics

Mono Poly

Appearance & Posture Chromatics

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An Example of Body Language: North American Space Zones

Intimate

PersonalSocial

Public

15 14 13 12 11 10 9 8 7 6 5 4 3 2 1 0

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Australia

• Australians generally prefer direct eye contact.

• Australians tend to be enthusiastic conversationalists and debaters.

• The best policy, however, is to wait for your Australian companions to bring up these two subjects;

• Australians find arguments and opinionated conversation entertaining

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Australia (Contd.)

Topics which are currently controversial in Australia include migration.

Sport is a common topic of conversation Australians like to criticize themselves, but

they are not receptive to criticism from others.

Don't boast about yourself or your company's accomplishments.

Australians try not to draw too much attention to their academic qualifications or personal achievements.

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FRANCE Give opinions only on subjects that

you are knowledgeable about.

Studying French history, politics, and other aspects of the culture will be an advantage for you in conversation.

It is extremely bad manners to ask about his political leanings

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FRANCE (Contd.) Do not criticize Napoleon,

Refrain from using the standard U.S. conversation opener, 'What do you do?'

Avoid making personal inquiries in the course of a conversation, especially during first introductions.

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RUSSIA Visitors should try to speak in a calm, moderate,

tone of voice at all times.

Russian will be delighted if you make the effort to speak even a few sentences of their language.

There is a great deal of reliance on nonverbal communication.

When a Russian touches another person during conversation, it is usually a sign of confidence.

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RUSSIA (Contd.) Russians are enthusiastic about discussing

politics and the challenges of living in Russia. Bringing up the subject of Russian culture

and history can be an appreciated gesture. Don't be surprised if they start to talk about

the history of your country. Approach compliments with caution, since

they may cause Russians to feel a sense of misplaced obligation.

There is tremendous affection for children in this culture;

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UNITED KINGDOM Most Britons are reserved by nature

You should not be offended if people outside the 'Home Counties' of southeast England address you in apparently familiar or overly affectionate terms such as ‘dear’ or ‘love’

For the most part, the British speak in low, moderate, measured tones without raising the voice or gesticulating wildly for emphasis.

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UNITED KINGDOM (Contd.) Make an effort to speak in complete sentences;

Should not interrupt someone;

Britons, however, are proud of their culture and heritage and this should be respected not mocked.

A major difficulty in effective communication can be the British liking for self-deprecation,

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USA Be aware that many Americans speak

only English.

They may speak fast or very loudly

Many Americans adopt sports terms in their business speech

Americans often ask, “What do you do?” to start a conversation.

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USA (Contd.) Americans like being with people who have

a sense of humour. Self-deprecating humour, however, usually goes over well.

Refrain from asking women if they are married.

Compliments are exchanged frequently and are popular “conversation starters.”

Golf is a popular sport, especially among businesspeople. It is often a venue for business discussions and deals.

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Skills and Best Practices: Steps to Become a Global Manager

Global Perspective: Focus on global business Cultural Responsiveness: Become familiar with many

cultures Appreciate & Understand Cultural Synergies: Learn

multicultural dynamics (Objective, Comm. Style,) Cultural Adaptability: Live and work effectively in

different cultures Cross-Cultural Communication: Daily cross-cultural

interaction

Acquire Broad Foreign Experience: Series of foreign career assignments

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CULTURAL FLUENCY (Dr. Linda Beamer)

Acknowledging cultural diversity Organising information according to

stereotype Asking questions to challenge stereotype Analyzing communication episodes Generating fluent messages from other

cultures