THE DEFINITION…..

• Cross-cultural communication is
a field of study that looks at how
people from differing cultural
backgrounds communicate, in
similar and different ways among
themselves, and how they try to
communicate across culture.
WHY CROSS CULTURE ?
 CROSS CULTURE… ORIGIN AND WHY?
ORIGIN WHY CROSS CULTURE
• ORIGINATED DURING AND • OTHERS CULTURES ARE NOT
PRECEDING THE COLD WAR. LIKE YOURS.
• COMBINATION OF OTHER • YOU NEED TO KNOW THE
FIELDS LIKE
ANTHROPOLOGY,CULTURAL RULES.
STUDIES,PSYCHOLOGY,AND • GLOBALISATION.
COMMUNICATION.
• GLOBAL RISE OF CROSS
CULTURE
• INCORPORATED IN TO
UNIVERSITY PROGRAM.
THE FON TROMPENNARS THEORY.

INCUBATOR GUIDED MISSILE

(FULFILLMENT ORIENTED) (PROJECT ORIENTED)

FAMILY EIFFEL TOWER

(POWER ORIENTED) (ROLE ORIENTED)
RELATIONSHIP MANAGING CHANGE
BETWEEN EMPLOYEES

1.Family: diffuse relationship to 1.Family: “Father” changes

organic whole to which one is course
bonded
2.Eiffel Tower: specific role in 2.Eiffel Tower: change rules
interactions and procedures
3.Guided Missile: specific
tasks in shared objectives
3.Guided Missile: shift aim
4.Incubator: diffuse
as target moves
spontaneous relationships
growing out of shared creative
processes 4.Incubator: improvise and
attune
WAYS OF THINKING Attitudes to people
AND LEARNING

1.Family: holistic, lateral 1.Family: as family

and error correcting members
2.Eiffel Tower: logical,
analytical, and rationally 2.Eiffel Tower: human
efficient resources
3.Guided Missile: problem
centered, professional, 3.Guided Missile:
practical
specialists and experts
4.Incubator: process
oriented, creative, ad-hoc,
inspirational
4.Incubators: co-creators
 BARRIERS……
PRIMARY GENERAL
• COGNITIVE • BODY LANGUAGE
CONSTRAINTS
• ETIQUETTE
• BEHAVIOR
CONSTRAINTS • ESTABLISHING TRUST
• EMOTIONAL
CONSTRAINTS • RELIGIOUS BELIEF

• SOCIAL HABITS
THE ARTICLE
 The article argues that inter-cultural
dialogue leading to inter-cultural harmony
is possible if people are willing to embrace
the humility and open-mindedness
essential for healthy dialogue between
themselves and others whose backgrounds
differ from their own.
The article shows how differences in perspective
and in background do not have to lead to
complications in cross-cultural communication.
The article stresses the importance of students
adopting an open and enthusiastic mind-set, so
they can overcome the challenges inherent in cross-
cultural communication.
THE GAME…..
1. Each participant will pick a partner that they don’t
know very well. No 2 friends are allowed to form the
group.

2. “Person A” must be asked to think of an important fact

about them. That “Person B” would be unlikely to know.
Neither person could talk.

3. Person A is asked to convey the message using gestures

or drawings.

4. He/she is not allowed to write words or numbers.

5. Person B is not allowed to make gestures. Person B had a

paper and pencil to write down the message that will
conveyed.
THE CASE STUDY….
The case study of Filipino call-centre staff working in a
multinational CRM company contacting Australian
customers. Operational and management staff was
engaged in a series of interviews over a period of
several months and conversational analysis of phone
calls was conducted in order to identify the key
sociocultural and sociolinguistic challenges for
telemarketers with culturally remote customers. This
paper explored the extent to which cultural difference
affected staff performance and customer satisfaction
Findings suggest that there is functional
cultural alignment between Filipino staff and
Australian customers and that cross-cultural
training and cross cultural immersion in the
target community can assist call centre staff
cross the boundaries of language and identity
with greater success.
THANK YOU