Effective Meetings (Part 1)



Cross cultural Communication (Part 1)

1. Tips for Successful Cross Cultural Communication

1. Direct experience is the best way to begin to learn any culture. 

2. Differences can feel like a threat at first. Remember that differences are less important than commonalities.

3. We tend to overlook similarities and notice just the differences when we first begin to interact with members of another culture.

4. Stereotyping due to overgeneralization is a common occurrence, especially among those who only interact with another culture infrequently. 

5. There is always more variation within groups than there is between them.

6. Cultures are always changing, especially as they interact with each other. 

2. Cross-Cultural Awareness

➢ Culture is behind our behaviour on the job. Culture influences how close we stand, how loud we speak, how we deal with conflict--even how we participate in a meeting.

➢ Potential Hot Spots in Cross Cultural Communication :

❑ Opening and Closing Conversations

❑ Taking Turns During Conversations

❑ Interrupting

❑ Use of Silence

❑ Appropriate Topics of Conversation

❑ Use of Humour

❑ Knowing How Much to Say

❑ Sequencing elements during conversation

3. Opening and Closing Conversations

❖ who addresses whom, when, how?

❖ Who has the right or duty to speak first?

❖ Proper way to commence or conclude a conversation?

❖ Consider : modes of address, salutations, levels of deference to age, social position, gender

4. Taking Turns During Conversations

Taking turns in an interactive way vs listening without comment/immediate response

* responses may be taken as a challenge or humiliation depending on context of conversation, audience, levels of knowledge/relationship between the people interacting

5. Interrupting & Use of Silence

❖ In some cultures (e.g. Italy) interruption, vocal and emotional expression = typical conversational style

❖ In Northern Europe and U.S. interruption, vocal and emotional expression may be mistaken for argument and hostility!

❖ In some cultures silence before a response = thoughtfulness and respect

❖ In the West 20 seconds of silence during a meeting is a very long time!!!!

6. Appropriate Topics of Conversation

➢ Money?

➢ Family?

➢ Religion?

➢ Politics?

* People doing business internationally should learn the customs that surround the making of deals and creating contracts!

7. Use of Humour

In the West – rapport built through humour

Laughter = a sign of disrespect?

Jokes can cause misunderstandings!

8. Knowing how much to say & Sequencing elements during conversation

Less vs more

English and American people like speaking directly and to the point!

At what point during a conversation or negotiation is it appropriate to :

- touch on sensitive issues?

- Ask for directions?

9. 5 Obstacles to Intercultural Communication and Understanding

1.LANGUAGE

2.NON-VERBAL

3.PRECONCEPTIONS AND STEREOTYPES

4.TENDENCY TO EVALUATE

5.HIGH ANXIETY

10. Seven Ways to Counteract the Obstacles of Intercultural Communication:

1.Understand that communication obstacles are culturally controlled and largely out of one’s normal awareness.

2.Remember to look for signs of the obstacles in one’s self and others.

3.Be alert to varying interpretations of what is said and done.

4.Try to eradicate tension and psychological defences.

5.Be self-aware of natural tendencies to judge and evaluate.

6.Have the courage to risk change in values and perceptions.

7.Strive to understand why others might think or act differently.

11. Eye contact

• In Western societies, a person who does not maintain ‘good eye contact’ = slightly suspicious.

• Northern American :

➢ unconsciously associate people who avoid eye contact as unfriendly, insecure, untrustworthy, inattentive and impersonal

➢ rude to stare

➢ signal interest and comprehension by bobbing heads or grunting

➢ when discussing the terms of a contract they interpret widened eyes as an expression of astonishment

12. Eye contact

• Chinese : when discussing the terms of a contract, widened eyes = politely expressed anger

• English: pay strict attention to speaker, listen carefully and blink their eyes to let the speaker know he or she has been understood & heard.

• Japanese : lowering of the eyes when speaking to a superior= a gesture of respect.

• Latin American : longer looking time, but prolonged eye contact from an individual of lower status = disrespectful

• German :

➢ serious, direct, should be maintained as long as the person is addressing you

➢ staring is acceptable

➢ direct eye contact doesn't require greeting or acknowledgement

• Middle East : Men should avoid prolonged eye contact with women!!!!

13. Business protocol 1

Timing

• England: Always be punctual. Arriving a few minutes early is acceptable.

• U.S. : You must arrive at business meetings on time. Only a 15-minute delay because of traffic problems is allowed.

• Middle East : Punctuality is expected of foreigners but not Arabs themselves.

• China: Punctuality is vital. Late arrival is seen as an insult!

14. Business protocol 2

Greetings and polite conversation

• U.S. & U.K. :

- You must shake hands during introductions.

- You don’t have to make a lot of small talk. Americans like to get down to business quickly.

- Welcome topics : a person's job, sport, travel, food....

- Avoid discussing : Religion, politics, ethnic/religious jokes. You mustn’t ask about a businesswoman’s marital status. It is considered rude.

• Japan:

– the bow is used when meeting but Westerners are not expected to bow.

– Welcome topics : a person's family, your host's hospitality

Avoid : World War II, making jokes

15. Business protocol 3

Greetings and polite conversation

• Middle East :

- handshakes are always used and can last a long time

- If you are a man and are introduced to a woman wait to see if hand is extended!!!!

- Avoid discussing religion!!!!

• Brazil:

- it is good practise to indulge in small talk. Avoid discussing ethnic and/or class differences, politics and Argentina (their rival)

• Russia:

- typical greeting = firm, almost bone-crushing handshake while maintaining direct eye contact and giving appropriate greeting for time of day. Avoid complaining about Russia or comparing their country to other developing countries

16. Business protocol 4

Business cards

Western cultures. : Business cards are given a cursory glance and pocketed. It’s not absolutely necessary to exchange business cards unless there is a reason to get in contact later.

Asian cultures: Use 2 hands to give and receive cards and place your counterpart's card on tabletop during business meeting. In Japan the exchange is a very formal and respectful process! It takes a long time!

17. Business protocol 5

Gift-giving

• U.S. : Business gifts shouldn’t be given until after the business negotiations are over. You mustn’t give an expensive business gift. It may cause embarrassment.

• Chinese: Gifts should always be exchanged as thanks for assistance and sweetener for future favours. Chinese etiquette requires that you decline a gift/invitation/offering 2 or 3 times before accepting.

• German: Small gifts are polite, especially when meeting for the first time.

• English: Gift-giving is not a part of doing business in England.

18. Business protocol 6

Entertaining at home

• U.S. : You should write a short thank you note to your host and hostess if you are entertained at their home. You don’t have to give a gift but flowers or wine are appreciated.

• French: If you're invited to a large dinner party send flowers the morning of the occasion so they can be displayed that evening.

• Spanish: Invitations to a Spaniard's home are extremely rare and constitute a mark of true friendship!

19. Modal verbs : Advice

• Should/shouldn’t : to give or ask for advice

e.g. You should learn a song to sing before going to Korea.

• Must/mustn’t : for strong advice

You mustn’t refuse an invitation to dinner in Italy. It may cause offence.

20. Modal verbs : Obligation/Necessity

• We use both must and have to to explain that something is necessary or an obligation.

• In writing there is no real difference between must and have to. In speech there is:

➢ Have to : the situation makes something necessary, the obligation doesn’t come from the speaker

e.g. You have to get a visa to enter the country. (law)

e.g. In my country you have to be on time for meetings and business appointments.

➢ Must: the speaker personally feels that something is important or an obligation

e.g. We must buy a gift for our visitor.

e.g. You must visit the Duomo when you go to Milan. It’s beautiful!

21. Modal verbs : Obligation/Necessity, Lack of obligation or necessity

Mustn’t = Don’t have to !!!!!!!!!!!!

➢ Mustn’t = it is prohibited/forbidden

e.g. You mustn’t use a mobile phone in an aeroplane.

e.g. You mustn’t cross the road when the red light is showing.

➢ Don’t have to = it is not necessary, you have a choice

e.g. You don’t have to arrive exactly on time for parties and social occasions.

e.g. You don’t have to turn on the central heating. It’s automatic.

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