Communicating
in a World of Diversity
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 3 - 1
Communication
in a Diverse World
• Diversity
– Individual characteristics
– Individual experiences
• Intercultural communication
– Cultural backgrounds
– Cultural differences
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 3 - 2
Opportunities in a Global
Marketplace
• New customers
• New labor sources
• New job possibilities
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Excellence in Business Communication, 8e
Chapter 3 - 3
Advantages of a Diverse
Workforce
• Connect with customers
• Expand talent pool
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Excellence in Business Communication, 8e
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
Excellence in Business Communication, 8e
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
Excellence in Business Communication, 8e
Chapter 3 - 6
The Concept of Culture
• Shared system
– Beliefs
– Symbols
– Attitudes
– Values
– Expectations
– Norms
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Excellence in Business Communication, 8e
Chapter 3 - 7
Characteristics of Cultures
• Automatic
• Coherent
• Complete
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Excellence in Business Communication, 8e
Chapter 3 - 8
Negative Cultural Attitudes
• Ethnocentrism
• Xenophobia
• Stereotyping
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Excellence in Business Communication, 8e
Chapter 3 - 9
Cultural Pluralism
• Avoiding assumptions
• Avoiding judgments
• Acknowledging distinctions
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Excellence in Business Communication, 8e
Chapter 3 - 10
Recognizing Variations
in a Diverse World
• Contextual
• Legal and ethical
• Social
• Nonverbal
© Prentice Hall, 2008
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Age
Gender
Religion
Ability
Excellence in Business Communication, 8e
Chapter 3 - 11
Cultural Context
• High-context and low-context
– Decision-making practices
– Problem-solving techniques
– Negotiating styles
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Excellence in Business Communication, 8e
Chapter 3 - 12
Legal and Ethical Behavior
• Seek common ground
• Withhold judgment
• Send honest messages
• Respect differences
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Excellence in Business Communication, 8e
Chapter 3 - 13
Social Behavior Differences
• Work and success
• Roles and status
• Use of manners
• Concepts of time
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Excellence in Business Communication, 8e
Chapter 3 - 14
Nonverbal Differences
• Greetings and touching
• Personal space
• Facial expressions
• Eye contact
• Posture
• Formality
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Excellence in Business Communication, 8e
Chapter 3 - 15
Age Differences
• Types of culture
– Youth-oriented
– Senior-oriented
• Cultural associations
– Power
– Respect
– Freedom
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Excellence in Business Communication, 8e
Chapter 3 - 16
Gender Differences
• Existing workplace cultures
• Communication styles
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Excellence in Business Communication, 8e
Chapter 3 - 17
Religious Differences
• Personal beliefs
• Inclusive workplaces
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Excellence in Business Communication, 8e
Chapter 3 - 18
Ability Differences
• Assistive technologies
– Customers
– Colleagues
– Employees
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Excellence in Business Communication, 8e
Chapter 3 - 19
Adapting to
U.S. Business Culture
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Individualism
Equality
Privacy and personal space
Time and schedules
Religion
Communication style
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 3 - 20
Improving Intercultural
Communication Skills
• Study other cultures and languages
• Respect communication styles
• Speak and write clearly
• Listen carefully to others
• Use interpreters or translators
• Help others adapt to your culture
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 3 - 21
Studying Other Cultures
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Social customs
Clothing and food
Political patterns
Religious and folk beliefs
Economics and business
Ethics, values, and laws
© Prentice Hall, 2008
Excellence in Business Communication, 8e
Chapter 3 - 22
Learning Languages
• Facilitate communication
• Promote business relationships
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Excellence in Business Communication, 8e
Chapter 3 - 23
Respecting Communication
Preferences
• Degree of formality
• Level of directness
• Writing or speaking
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Excellence in Business Communication, 8e
Chapter 3 - 24
Writing Clearly
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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
Excellence in Business Communication, 8e
Chapter 3 - 25
Intercultural Conversations
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Speak slowly and clearly
Rephrase as needed
Seek feedback
Don’t patronize
Double check for agreement
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Excellence in Business Communication, 8e
Chapter 3 - 26
Listening Carefully
• Learn vocal patterns
• Show respect
• Ask questions
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Excellence in Business Communication, 8e
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
Excellence in Business Communication, 8e
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
Excellence in Business Communication, 8e
Chapter 3 - 29