Communicating at Work
Ronald Adler
Santa Barbara City College
Jeanne Elmhorst
Albuquerque TVI Community College
Chapter 2
Communication, Culture, and Work
Chapter Outline
• Cultural Diversity and Communication
• Organizational Culture
© Copyright The McGraw-Hill Companies, Inc., 2005
Slide 2
Cultural Diversity and
Communication
Figure 2-1: U.S. Multiethnic Workforce
© Copyright The McGraw-Hill Companies, Inc., 2005
Slide 3
Cultural Diversity and
Communication
Culture – A learned set of shared
interpretations about beliefs, values, and
norms, which affect the behaviors of a
relatively large group of people.
© Copyright The McGraw-Hill Companies, Inc., 2005
Slide 4
Cultural Diversity and
Communication
• The Nature of Culture
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Learned, not innate
Shapes our view of the world
Determines how we interact
Formed of many dimensions
Is usually invisible to its inhabitants
© Copyright The McGraw-Hill Companies, Inc., 2005
Slide 5
Cultural Diversity and
Communication
• Cultural Differences in International Business
– The internationality of business activities is
increasing steadily
– 80% of U. S. products compete internationally
– The average Fortune 500 company has
operations in 17 countries
– 40,000 U.S. firms do business with overseas
customers
– 300 Japanese companies operate in Michigan
© Copyright The McGraw-Hill Companies, Inc., 2005
Slide 6
Cultural Diversity and
Communication
• Cultural Differences in International Business
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Formality (e.g.: personal titles)
Social Customs (e.g.: business cards)
Styles of Dress
Time (e.g.: monochronic vs. polychronic)
Tolerance for Conflict (e.g.: degree of
Gender Roles (e.g.: a woman’s credibility)
© Copyright The McGraw-Hill Companies, Inc., 2005
directness)
Slide 7
Cultural Diversity and Communication
Table 2-1: Cultural Traits Influencing Communication on the Job
© Copyright The McGraw-Hill Companies, Inc., 2005
Slide 8
Cultural Diversity and
Communication
• Co-Cultural Dimensions of a Diverse Society
– Regional Differences
– Ethnicity
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Attitudes about talk
Attitudes towards conflict
Self-disclosure and candor
Nonverbal behavior
– Disabilities
• “a club anyone can join, anytime” – Karen Stone
• Guidelines for interaction
© Copyright The McGraw-Hill Companies, Inc., 2005
Slide 9
Cultural Diversity and
Communication
• Fundamental Dimensions of Cultural Diversity
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High- versus Low-Context
Individualism versus Collectivism
Power Distance
Uncertainty Avoidance
Task versus Social Orientation
Short-Term versus Long-Term Orientation
© Copyright The McGraw-Hill Companies, Inc., 2005
Slide 10
Cultural Diversity and
Communication
• Diversity and Ethical Issues
– Cultural Differences can lead to ethical dilemmas
– Caux Round Table Principles for Business
– A variety of responses includes: avoiding,
accommodating, forcing, negotiatingcompromising
– Evaluating significance of the situation can help
© Copyright The McGraw-Hill Companies, Inc., 2005
Slide 11
Cultural Diversity and
Communication
• Communicating across Diversity
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Knowledge can illuminate puzzling situations
Diversity as an opportunity
Don’t condescend
Talk openly about differences
© Copyright The McGraw-Hill Companies, Inc., 2005
Slide 12
Organizational Culture
• Dimensions of Organizational Culture
– Organizations display distinct personalities
– “Knowing the ropes” affects the bottom line
– Employees and organizations must match for
good results
– Mid-level managers best know and transmit
company culture
© Copyright The McGraw-Hill Companies, Inc., 2005
Slide 13
Organizational Culture
• Dimensions of Organizational Culture
 Sociability
 Job autonomy
 Achievement rewards
 Risk tolerance
 Conflict tolerance
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 Power distribution
 Degree of structure
 Growth opportunities
 Change tolerance
 Emotional support
Slide 14
Organizational Culture
• Creating and Maintaining Organizational
Cultures
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Set from the beginning
Takes a life of its own
Reinforced by daily activities
Positive traditions: pranks and no-layoff policies
Negative traditions: negativism and coercion
© Copyright The McGraw-Hill Companies, Inc., 2005
Slide 15