Communicating

in a World of Diversity

Copyright 2012 Pearson Education

Chapter 3 - 1

Learning Objectives
Discuss intercultural communication
Define culture and cultural bias
Explore cultural differences
Learn to adapt to any business culture
Improve intercultural communication

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Chapter 3 - 2

Understanding the
Opportunities and Challenges
of Communicating in a Diverse
World

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Chapter 3 - 3

Opportunities in a Global
Marketplace
Growth
Revenues
Competition

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Chapter 3 - 4

Advantages of a Diverse
Workforce
Ideas and viewpoints
Diverse marketplaces
Employee talents

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Chapter 3 - 5

Communication Issues
Workforce diversity
Cultural contexts
Cultural differences

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Chapter 3 - 6

Developing Cultural
Competency

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Chapter 3 - 7

Concept of Culture
Cultural assumptions
Automatic
Coherent
Complete

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Chapter 3 - 8

Negative Attitudes
Ethnocentrism
Xenophobia
Stereotyping

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Chapter 3 - 9

Cultural Pluralism
Accepting multiple cultures
Avoiding assumptions
Avoiding judgments
Acknowledging distinctions

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Chapter 3 - 10

Recognizing Variations in
a Diverse World

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Chapter 3 - 11

Cultural Context
High context vs. low context
Decision making practices
Problem solving techniques
Negotiating styles

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Chapter 3 - 12

Legalities and Ethics

Seek common ground
Withhold judgment
Send honest messages
Respect differences

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Chapter 3 - 13

Social Behavior
Differences
Work and success
Roles and status
Use of manners
Concepts of time
Future orientation
Openness and inclusiveness
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Chapter 3 - 14

Nonverbal Differences
Nonverbal signals and cultural context
Greetings and touching
Personal space
Facial expressions
Eye contact
Posture
Formality
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Chapter 3 - 15

Differences in Age
Youth-oriented
Senior-oriented
Multi-generational

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Chapter 3 - 16

Gender Differences
Existing workplace cultures
Communication styles

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Chapter 3 - 17

Religious Differences
Personal beliefs
Workplace issues

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Chapter 3 - 18

Ability Differences
Assistive technologies
Customers
Colleagues
Employees

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Chapter 3 - 19

Adapting to Other
Business Cultures

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Chapter 3 - 20

Adapt to Other Cultures

Acknowledge your biases
Ignore the Golden Rule
Be tolerant, respectful, and flexible
Practice patience and keep 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 Skills

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Chapter 3 - 23

Studying Other Cultures

Do some research
Practice what you learn

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Chapter 3 - 24

Studying Other
Languages
Gain career opportunities
Function in social situations
Improve business relationships

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Chapter 3 - 25

Respecting Communication
Preferences
Degree of formality
Level of directness
Preferences for media

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Chapter 3 - 26

Writing Clearly
Word Choice

Conciseness

Transitional Elements

International Addresses

Numbers and Dates

Slang, Jargon, or Idioms

Humor and Culture

Audience Expectations

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Chapter 3 - 27

Intercultural
Conversations
Speaking with others
Listening to others

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Chapter 3 - 28

Translators or
Interpreters
Written and spoken communication
Human interpreters or translators
Computer translation software

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Chapter 3 - 29

Help Others Adapt

Business communication
Offer useful advice
Simplify the process

Copyright 2012 Pearson Education

Chapter 3 - 30

All rights reserved. No part of this publication may be reproduced, stored in a

retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without the prior written
permission of the publisher. Printed in the United States of America.

Copyright 2012 Pearson Education

Chapter 3 - 31