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Excellence in business communication 12e by vthill and brovee chapter 03

Copyright © 2017 Pearson Education, Inc.


Excellence in
in
Excellence
Business Communication
Communication
Business
Chapter 3
Communication Challenges in a Diverse, Global
Marketplace

Copyright © 2017 Pearson Education, Inc.


Learning Objectives

1.

(1 of 2)


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.

Copyright © 2017 Pearson Education, Inc.

Chapter 3 - 3


Learning Objectives

4.

(2 of 2)

List four general guidelines for adapting to any business
culture.

5.

Identify seven steps you can take to improve your
intercultural communication skills.

Copyright © 2017 Pearson Education, Inc.

Chapter 3 - 4


Communicating in
in a

a
Communicating
Diverse World
World
Diverse
(LO 1) Discuss the opportunities and challenges of intercultural
communication.

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Chapter 3 - 5


Advantages of a
Diverse Workforce

Copyright © 2017 Pearson Education, Inc.

Chapter 3 - 6


Challenges of Intercultural
Communication

Copyright © 2017 Pearson Education, Inc.

Chapter 3 - 7


Developing Cultural
Cultural Competency
Competency
Developing

(LO 2) Define culture, explain how culture is learned, and define
ethnocentrism and stereotyping.

Copyright © 2017 Pearson Education, Inc.

Chapter 3 - 8


Culture



Culture

– Shared system of symbols, beliefs, attitudes, values,
expectations, and behavior norms



Learning Culture

– Directly - > Through Instruction
– Indirectly - > Observing Others
Copyright © 2017 Pearson Education, Inc.

Chapter 3 - 9


Challenges of a
Diverse Workforce

Understanding the
Effects of Culture

Copyright © 2017 Pearson Education, Inc.

Developing Cultural
Competency

Chapter 3 - 10


Ethnocentrism & Stereotyping



Ethnocentrism

– Tendency to judge all other groups according to the standards,
behaviors, and customs of one’s own group



Stereotyping

– Assigning generalized attributes to an individual on the basis of
membership in a particular group

Copyright © 2017 Pearson Education, Inc.

Chapter 3 - 11


Recognizing Variations
Variations in
in aa
Recognizing
Diverse World
World
Diverse
(LO 3) Explain the importance of recognizing cultural variations,
and list eight categories of cultural differences.

Copyright © 2017 Pearson Education, Inc.

Chapter 3 - 12


Cultural Context
More

Less

Circumstances

Message Content

Low-Context Culture

High-Context Culture
Less
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More
Chapter 3 - 13


Key Aspects of
Cultural Diversity
Cultural Context

Age Differences

Legal and Ethical

Gender Differences

Social Customs

Religious Differences

Nonverbal Signals

Ability Differences

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Chapter 3 - 14


Legal and Ethical Differences

Seek
SeekMutual
Mutual
Ground
Ground

Withhold
WithholdJudgment
Judgment

Send
SendHonest
Honest

Respect
RespectCultural
Cultural

Messages
Messages

Differences
Differences

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Chapter 3 - 15


Social Customs

Etiquette and Manners

Formal Rules

Informal Rules

Attitudes toward Time

Individualism vs. Collectivism

Attitudes toward Status or Wealth

Respect for Authority

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Chapter 3 - 16


Nonverbal Communication
Communication Process

Decoding

Interpreting

Messages

Messages

Cultural Context
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Chapter 3 - 17


Age Differences

Culturesthat
thatValue
ValueYouth
Youth
Cultures

Culturesthat
thatValue
ValueSeniority
Seniority
Cultures

Cultureswith
withMultiple
MultipleGenerations
Generations
Cultures

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Chapter 3 - 18


Gender Differences

PerceptionofofMen
Menand
andWomen
Women
Perception

PercentageofofManagement
ManagementRoles
Roles
Percentage

DifferentCommunication
CommunicationStyles
Styles
Different

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Chapter 3 - 19


Religious Differences

Personal
Personal

Workplace
Workplace

Beliefs
Beliefs

Issues
Issues

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Chapter 3 - 20


Ability Differences

Respect for Individuals

Sensitivity to Differences

Use of Assistive Technologies

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Chapter 3 - 21


Adapting to
to Other
Other Business
Business Cultures
Cultures
Adapting

(LO 4) List four general guidelines for adapting to any business
culture.

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Chapter 3 - 22


Guidelines for Adapting to Any Business
Culture






Be Aware of Your Own Biases
Use Caution Applying the “Golden Rule”
Practice Tolerance, Flexibility, and Respect
Practice Patience and Maintain a Sense of Humor

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Chapter 3 - 23


Guidelines for Adapting to U.S.
Business Culture








Individualism
Equality
Privacy and Personal Space
Time and Schedules
Religion
Communication Style

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Chapter 3 - 24


Improving Intercultural
Intercultural Communication
Communication Skills
Skills
Improving

(LO 5) Identify seven steps you can take to improve your
intercultural communication skills.

Copyright © 2017 Pearson Education, Inc.

Chapter 3 - 25


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