Communicating

in a World of Diversity

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 1

 Communication
in a Diverse World
• Diversity
– Individual characteristics
– Individual experiences
• Intercultural communication
– Cultural backgrounds
– Cultural differences

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 2

 Opportunities in a Global
Marketplace
• New customers
• New labor sources
• New job possibilities

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 3

 Advantages of a Diverse
Workforce
• Connect with customers
• Expand talent pool

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 4

 Challenges of Intercultural
Communication
• Language, nonverbal signals,
perception patterns, values and beliefs
– Communicating with employees
– Motivating employees
– Promoting harmony and cooperation

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 5

 Enhancing Sensitivity to
Culture and Diversity
• Understanding the concept of culture
• Overcoming ethnocentrism and
stereotyping
• Recognizing variations in a diverse
world.
• Adapting to U.S. business culture

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 6

 The Concept of Culture

• Shared system
– Beliefs
– Symbols
– Attitudes
– Values
– Expectations
– Norms

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 7

 Characteristics of Cultures

• Automatic
• Coherent
• Complete

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 8

Negative Cultural Attitudes

• Ethnocentrism
• Xenophobia
• Stereotyping

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 9

 Cultural Pluralism

• Avoiding assumptions
• Avoiding judgments
• Acknowledging distinctions

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 10

 Recognizing Variations
in a Diverse World
• Contextual • Age
• Legal and ethical • Gender
• Religion
• Social
• Ability
• Nonverbal

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 11

 Cultural Context

• High-context and low-context

– Decision-making practices
– Problem-solving techniques
– Negotiating styles

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 12

 Legal and Ethical Behavior

• Seek common ground

• Withhold judgment
• Send honest messages
• Respect differences

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 13

Social Behavior Differences

• Work and success

• Roles and status
• Use of manners
• Concepts of time

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 14

 Nonverbal Differences
• Greetings and touching
• Personal space
• Facial expressions
• Eye contact
• Posture
• Formality
© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 15
 Age Differences

• Types of culture
– Youth-oriented
– Senior-oriented
• Cultural associations
– Power
– Respect
– Freedom

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 16

 Gender Differences

• Existing workplace cultures

• Communication styles

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 17

 Religious Differences

• Personal beliefs
• Inclusive workplaces

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 18

 Ability Differences

• Assistive technologies
– Customers
– Colleagues

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 19

 Adapting to
U.S. Business Culture
• Individualism
• Equality
• Privacy and personal space
• Time and schedules
• Religion
• Communication style

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 20

 Improving Intercultural
Communication Skills
• Study other cultures and languages
• Respect communication styles
• Speak and write clearly
• Listen carefully
• Use interpreters or translators
• Help others adapt to your culture

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 21

 Studying Other Cultures
• Social customs
• Clothing and food
• Political patterns
• Religious and folk beliefs
• Economics and business
• Ethics, values, and laws

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 22

 Learning Languages

• Facilitate communication
• Promote business relationships

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 23

 Respecting Communication
Preferences
• Degree of formality
• Level of directness
• Writing or speaking

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 24

 Writing Clearly
• Use simple, clear language
• Be concise (brief)
• Use transitional elements
• Address correspondence properly
• Cite numbers/dates carefully
• Avoid slang, idioms, and jargon
• Avoid humor or popular culture references

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 25

Intercultural Conversations

• Speak slowly and clearly

• Rephrase as needed
• Seek feedback
• Don’t patronize
• Double check for agreement

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 26

 Listening Carefully

• Learn vocal patterns

• Show respect
• Ask questions

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 27

 Using Interpreters or
Translators
• Human beings
– Interpretation
– Cultural context
– Non-verbal cues
• Software
– Translation
– Words and phrases
– Gist of the message

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 28

 Helping Others Adapt

• Speaking and listening

– Conference calls
– Face-to-face conversations
• Reading and writing
– Intranet sites
– Email and instant messaging

© Prentice Hall, 2008 Business Communication Today, 9e Chapter 3 - 29