Chapter 7

1. Chapter 7 • Cross-Cultural Relations and Diversity

2. OPENING CONCEPTS • The workforce is increasingly diverse. • The customer base is more diverse. • Business has become increasingly international (global). • Many companies have become dependent on foreign trade. • More work, including call centers, is subcontracted to foreign companies.

3. FIVE CROSS-CULTURAL SKILLS AND ATTITUDES • I have spent time in another country. • At least one of my friends is deaf, blind, or uses a wheelchair. • I can speak in a language other than my own. • I can understand people speaking in a language other than my own. • I use my second language regularly.

4. FIVE MORE CROSS-CULTURAL SKILLS AND ATTITUDES • My friends include people of different races than my own. • My friends include people of different ages. • Other cultures are as good as mine. • I would work overseas for a while. • I have a passport.

5. THE DIVERSITY UMBRELLA • Valuing diversity refers to respecting and enjoying a wide range of cultural and individual differences. • The diversity umbrella is supposed to include everyone in an organization. The umbrella continues to include more people as the workforce encompasses more variety. • The umbrella is important because people can be discriminated against for individual (e.g., body piercing) as well as group (e.g., being Muslim) factors. Look at p. 133.

6. UNDERSTANDING CULTURAL DIFFERENCES • Cultural sensitivity keeps you alert to understanding cultural differences. • Political correctness is being careful not to offend or slight anyone, and being extra civil and respectful. • Cultural intelligence is your ability to interpret unfamiliar and ambiguous behavior the way a compatriot would.

7. UNDERSTANDING CULTURAL DIFFERENCES, continued • Respect for all workers and cultures is key. An official way of demonstrating respect is to establish employee network (or affinity) groups. The employees affiliate by group characteristic, such as being Latino. • Cultural fluency is the ability to conduct business in a diverse, international environment. Among the skills are relating to people of another culture.

8. POLITICAL CORRECTNESS • Intent is not to offend or slight anyone, and be extra civil and respectful. • Best not to refer to worker’s, race, sex, ethnicity, or physical status. • A 55 year-old-female support worker should be referred to as a woman not a girl. A man who is a nurse is a nurse, not a male nurse.

9. THE COMPONENTS OF CULTURAL INTELLIGENCE • Cognitive (the head): knowledge and how to acquire knowledge. • Emotional/Motivational (the Heart): energizing actions and building personal confidence. • The Body (Physical): translates intentions into action and desires.

10. DIFFERENCES IN CULTURAL VALUES • Performance orientation—encourage and reward performance improvement and excellence • Assertiveness—assertive, confrontational and aggressive • Time orientation—importance of time • Humane orientation—fairness, altruism, and caring

11. CULTURAL VALUE DIFFERENCES, continued • In-group collectivism—pride and loyalty in organization and families • Gender egalitarianism—minimizing gender inequality • Acceptance of power and authority—unequal distribution of power • Work orientation—expectation of hours worked weekly and yearly

12. CULTURAL DIFFERENCES IN WORK ORIENTATION • American corporate professionals work an average of 55 hours per week. • American workers average two weeks of vacation; one month is the norm in Europe. • U.S. employees average 1,804 hours of work per year; 1,407 for Norwegians, and 2,200 hours in seven Asian countries.

13. CULTURAL BLOOPERS • Minimize actions likely to offend people from another culture based on values. • To avoid bloopers, carefully observe people from other culture. • Advertising websites create opportunities for cultural bloopers. • Communicating your message in customer’s language is advantageous.

14. OVERCOMING CROSS-CULTURAL COMMUNICATION BARRIERS • Be sensitive to the existence of barriers. • Show respect for all workers. • Use straightforward language, speak slowly and clearly. • Observe cultural differences in etiquette (“Do I use my hands or a fork to eat this eel?”)

15. OVERCOMING CROSS-CULTURAL COMMUNICATION BARRIERS (2) • Be sensitive to differences in non-verbal communication. • Don’t be diverted by style, accent, grammar, or personal appearance. • Be attentive to individual differences in appearance. (Focus on unique features of person from a given demographic group.)

16. IMPROVING CROSS-CULTURAL TRAINING • Cultural training (“Here’s how to greet a Chinese customer.”) • Cultural intelligence training (“What does a kiss on the cheeks mean?”) • Language training (“Oui” is “yes.”) • Diversity training (“Now I understand.”) • Cross-cultural and cross-gender mentoring. (“How do I succeed?”)

17. DIVERSITY TRAINING • Cultural understanding can lead to more effective work relations. • Different values, attitudes, and cultural backgrounds are emphasized. • Focus is on empathizing with different points of view. • Cross-generational awareness is often emphasized.

18. CROSS-CULTURAL AND CROSS-GENDER MENTORING • Members of targeted minority groups are assigned mentors. • Results in more rapid career advancement for people mentored. • Person mentored is helped to make the right contacts and learns professional skills. • Mentors need interpersonal skills.