Chapter 3
Communicating in a World
of Diversity
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Chapter 3 - 2
Learning Objectives
1. Discuss the opportunities and challenges of
intercultural communication
2. Define culture, explain how culture is learned,
and define ethnocentrism and stereotyping
3. Explain the importance of recognizing cultural
variations, and list eight categories of cultural
differences
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Chapter 3 - 3
Learning Objectives
4. List four general guidelines for adapting to
any business culture
5. Identify seven steps you can take to improve
your intercultural communication skills
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Chapter 3 - 4
Communicating in a Diverse
World
The Concept of
Diversity
Intercultural
Communication
Individual Characteristics
Cultural Backgrounds
Personal Experiences
Cultural Differences
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Chapter 3 - 5
Opportunities in a Global
Marketplace
Competition
Growth
Revenues
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Chapter 3 - 6
Advantages of a Diverse
Workforce
•
•
•
•
Connecting with Customers
Expanding the Talent Pool
Broader Spectrum of Viewpoints
Understand and Identify with Diverse
Markets
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Chapter 3 - 7
Challenges of Intercultural
Communication
Workplace Diversity
Outlooks
Motivation
Attitudes
Communication
Backgrounds
Cooperation
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Experiences
Chapter 3 - 8
Understanding The Concept of
Culture
Symbols
Attitudes
Shared System
Values
Priorities
Norms
Attitudes
Behaviors
Beliefs
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Expectations
Chapter 3 - 9
Learning Culture
Cultural Assumptions
Automatic
Thinking
Coherent
Communicating
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Complete
Behaving
Chapter 3 - 10
Overcoming Negative
Cultural Attitudes
Ethnocentrism
Xenophobia
Stereotyping
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Chapter 3 - 11
Recognizing Variations
in a Diverse World
Contextual
Legal and
Ethical
Social
Nonverbal
Signals
Gender
Age
Religion
Ability
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Chapter 3 - 12
Contextual Differences
Decision-Making Practices
High
Context
Problem-Solving Techniques
Low
Context
Negotiating Styles
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Chapter 3 - 13
Legal and Ethical
Differences
Seek Mutual Ground
Withhold Judgment
Respect Differences
Send Honest Messages
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Chapter 3 - 14
Social Differences
Work and
Success
Roles and
Status
Use of
Manners
Concepts
of Time
Future
Orientation
Openness and
Inclusiveness
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Chapter 3 - 15
Nonverbal Differences
Greetings
Facial
Expressions
Personal
Space
Eye Contact
Touching
Posture
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Formality
Chapter 3 - 16
Age Differences
Youth-Oriented
Senior-Oriented
Multi-Generational
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Chapter 3 - 17
Gender Differences
Communication Styles
Existing Company Cultures
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Chapter 3 - 18
Religious Differences
Personal Beliefs
Workplace Issues
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Chapter 3 - 19
Ability Differences
Assistive Technologies
Customers
Colleagues
Employees
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Chapter 3 - 20
Adapting to Other Cultures
Personal Biases
The “Golden Rule”
Tolerance, Respect,
and Flexibility
Patience and a
Sense of Humor
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Chapter 3 - 21
U.S. Business Culture
Individualism
Equality
Privacy and
Personal Space
Time and
Schedules
Religious
Beliefs
Communication
Styles
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Chapter 3 - 22
Improving Intercultural
Communication
Overcome
Ethnocentrism
Enhance
Sensitivity
to Culture
& Diversity
Recognize
Cultural
Variations
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Chapter 3 - 23
Effectively Communicating
Across Cultures
Study Other
Cultures
Write and Speak
Clearly
Respect Style
Preferences
Listen Carefully
Use Interpreters
and Translators
Help Others Adapt
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Chapter 3 - 24
Doing Business in Other
Cultures
Understand
Social Customs
Learn About
Clothing & Food
Preferences
Assess Political
Patterns
Understand
Religious &
Social Beliefs
Learn About
Economic &
Business
Groups
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Chapter 3 - 25
Studying Other Languages
Facilitate
Communication
Promote
Business
Relationships
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Chapter 3 - 26
Respecting Communication
Preferences
Degree of
Formality
Level of
Directness
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Chapter 3 - 27
Writing Clearly
Clear Language
Conciseness
Transitional Elements
International Addresses
Numbers and Dates
Slang, Jargon, or Idioms
Humor and Culture
Audience Expectations
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Chapter 3 - 28
Intercultural Business
Letter Excerpts
Business message excerpt conforming to Chinese practices
Dear Mr. Li:-> The salutation uses a colon rather than a comma.
Our market tests show strong potential for demand among younger
consumers, who are often eager to try new products. We are now looking for a
manufacturing partner, and we are very willing to collaborate with you. - > The
phrase “we are very willing to collaborate with you” shows respect for the
reader and suggests the interest in forming a partnership.
Please share your company’s philosophy and strategies for minimizing these
two concerns. -> “Minimizing” is easier for a non-native speaker to
understand rather than a word like “mitigating.”
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Chapter 3 - 29
Speaking and Listening
Intercultural Conversations
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Chapter 3 - 30
Interpreters & Translators
Human Beings
Computers
Interpretation
Translation Tools
Cultural Context
Words & Phrases
Nonverbal Cues
Gist of the Message
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Chapter 3 - 31
Helping Others Adapt
Offer Useful
Advice
Business
Communication
Simplify
the Process
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Chapter 3 - 32
Summary of Objectives
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Chapter 3 - 33
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Chapter 3 - 34
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Communicating in a World of Diversity