Cross-Cultural Communication

What is culture Universalism versus Particularism Individualism versus Collectivism Neutral versus Affective Specific versus Diffuse Achievement versus Ascription Time Environment Cross-Cultural Communication

Assessment • The assessment for this course is out of 100 %, • Answer ANY 2 questions (each carrying 50 marks) • out of a choice of 5 questions. • Time limit 1 Hour • Exam on Tuesday 3rd May 2005 • Sample questions given on website • http://onlinelectures.tripod.com/mba.htm

What is Culture Explicit Culture Implicit Culture

Set of beliefs, attitudes and valuesshared by a group of people and learnt over a period of time What is Culture?

Distribution of Cultural Traits

Levels of Culture National Regional / Ethnic / Religious / Linguistic Gender Generation Social Class Organisational

Layers of Culture 1 - If we see a group of Japanese managers bowing, we are obviously observing explicit culture as the sheer act of bending. However, if we ask the Japanese, “Why do you bow?, a question that they may not welcome, we penetrate the next layer of culture. 2 - Some Japanese might say that they bow because they like to greet people: that is a value. Other might say that they don’t know why except that they do it because the others do it too. Then we are talking about a norm. 3 - You might observe that some Japanese bow deeper than others. Again, if you ask why they do it the answer might be that they don’t know but that the other person does it too (norm) or that they want to show respect for authority (value). A typical Dutch question that might follow is: “Why do you respect authority?” The most likely Japanese reaction would be either puzzlement or a smile (to hide their irritation).

Titel Cultural VariablesUniversalism versus Particularism Individualism versus Collectivism Neutral versus AffectiveSpecific versus DiffuseAchievement versus Ascription

Universalism vs Particularism • What is more important - rules or relationships? • People in universalistic cultures share the belief that general rules, codes, values and standards take precedence over particular needs and claims of friends and relations. Rules apply equally to the whole "universe" of members. Any exception weakens the rule.

Universalism Vs Particularism A universalist will say of particularists, “they cannot be trusted because they will always help their friends”; a particularist, conversely will say of universalists, “you cannot trust them; they would not even help a friend”.

The Car AccidentWhat happens to your friend?

A. My friend has a definite right as a friend to expect me to testify to the lower figure. B. He has some right as a friend to expect me to testify to the lower figure. C. He has no right as a friend to expect me to testify to the lower figure. What Right has Your Friend?

? (10,10) Clashing values of Entrepreneur Robust and Consistent Systems Particular needs of our customers

X(10,10) “Be like US” Small Nations Multi-Localism Globalism and Locallism Transnational Centers of Excellence Global Standards (Critical Mass) Cultural Diversity (Differing solutions)

Universalism Vs Particularism • focus is more on relationships than on rules • legal contract are readily modified • a trustworthy person is the one who honors changing mutualities • there are several perspectives on reality relative to each participant • relationships evolve • focus is more on rules than relationships • legal contract are readily drawn up • a trustworthy person is the one who honors their word or contract • there is only one truth or reality, that which has been agreed to • a deal is a deal

Titel Cultural VariablesUniversalism versus Particularism Individualism versus CollectivismNeutral versus AffectiveSpecific versus DiffuseAchievement versus Ascription

Individualism • In individualistic culture people place the individual before the community. • Individual happiness, fulfillment, and welfare set the pace. • People are expected to decide matters largely on their own and to take care primarily of themselves and their immediate family.

Collectivism • In collectivist cultures people place the community before the individual. • It is the responsibility of the individual to act in ways which serve society. By doing so, individual needs will be taken care of naturally. • The quality of life for the individual is seen as directly dependent on the degree to which he takes care of his fellow man, even at the cost of individual freedom.

Individualism Vs Collectivism • Employees from collectivist cultures who receive bonus feel guilty in front of others and try hard the next time NOT to earn a bonus.

Individualism Vs Collectivism • more frequent use of “we” form • decisions referred back by delegate to organization • people ideally achieve in groups which assume joint responsibility • vacations in organized groups or with extended family • more frequent use of “I” form • decisions made on the spot by representatives • people ideally achieve alone and assume personal responsibility • vacations taken in pairs, even alone

In affective cultures people do not object to a display of emotions. It isn't considered necessary to hide feelings and to keep them inside. Affective cultures may interpret the less explicit signals of a neutral culture as less important. They may be ignored or even go unnoticed. Affective vs Neutral

Neutral • In a neutral culture people are taught that it is incorrect to show one's feelings overtly. • They accept and are aware of feelings, but are in control of them. • Neutral cultures may think the louder signals of an affective culture too excited, and over-emotional. • In neutral cultures, showing too much emotion may erode your power to interest people.

In my society, it is considered unprofessional to express emotions overtly. Please select your position on the statement above: a) Strongly agree b) Agree c) Be undecided d) Disagree e) Strongly disagree Neutral versus Affective

Tekst Tekst Tekst tekst Neutral versus AffectivePercentage not expressing emotions overtly

Analysis, Paralysis (1,10) 03/Neutral versus AffectiveEmotions in Control Thinking: Head in Control Feeling: Heart in Passion

(10,1) Loving Neurotic 03/ NeutralEmotions in Control Thinking:Head in Control Feeling: Heart in Passion

(10,10) 03/NeutralEmotions in Control Thinking:Head in Control Continually checking what your heart communicates Feeling: Heart in Passion

Neutral Vs Affective • Do not reveal what they are thinking or feeling • May (accidentally) reveal tension in face and posture • Emotions build up and explode occasionally • Cool and self-possessed conduct is admired • Physical contact, gesturing or strong facial expressions often taboo • Statements often read out in monotone • Reveal thoughts and feelings verbally and non-verbally • Transperancy and expressiveness release tensions • Emotions flow easily, vehemently without inhibition • Heated, animated expressions admired • Touching, gesturing and strong facial expressions common • Statements read dramatically

Specific • Specific cultures start with the elements, the specifics. • First they analyze them separately, and then they put them back together again. • In specific cultures, the whole is the sum of its parts. • Each person's life is divided into many components: • Interactions between people are highly purposeful and well-defined.

Diffuse cultures start with the whole and see each element in perspective of the total. All elements are related to each other. These relationships are more important than each separate element; so the whole is more than just the sum of its elements. Diffuse individuals have a large private sphere and a small public one. A friend is a friend in all respects: tennis, cooking, work, etc. Diffuse

Specific Vs Diffuse In the case of one American company trying to win a contract with a South American customer, disregard for the importance of the relationship lost the deal. The American Company made a slick, well-thought presentation which it thought clearly demonstrated its superior product and lower price. Its Swedish competitor took a week to get to know the customer. For five days the Swedes spoke about everything except the product. On the last the product was introduced. Though somewhat less attractive and slightly higher priced, the diffuse involvement of the Swedish company got the order. The Swedish company had learned that to do business in particular countries involves more than overwhelming the customer with technical details and fancy slides.

Specific Public Private

Specific Public Public • Specific Relationship

Diffuse Public Private

Diffuse Private Private • Diffuse Relationship

Encounter Specific and Diffuse Public Private Private Danger Zone

The colleague argues: You don’t have to paint the house if you don’t feel like it.He is your boss in the company. Outside the company, he has little authority The subordinate argues: Despite the fact that I don’t feel like it, I will paint the house anyway. He is my boss and you cannot ignore it outside your work either. SpecificityA boss asking to paint his house

Tekst Tekst Tekst tekst SpecificityWould not paint the house

Specific Vs Diffuse • Direct, to the point, purposeful in relating • Precise, blunt, definitive and transparent • Principles and consistent moral stands independent of the person being addressed • Indirect, circuitous, seemingly “aimless” forms of relating • Evasive, tactful, ambiguous, even opaque • Highly situational morality depending upon the person and context encountered

What You Do Who You Are Achievement versus Ascription STATUS ?

Achievement • Achieved status refers to what an individual does and has accomplished. • Individuals derive their status from what they have accomplished. • A person with achieved status has to prove what he is worth over and over again: Status is accorded on the basis of his actions.

Ascribed status refers to what a person is and how others relate to his or her position in the community, in society or in an organization. Individuals derive their status from birth, age, gender or wealth. A person with ascribed status does not have to achieve to retain his status: it is accorded to him on the basis of his being. Ascription

Achievement Vs Ascription • Use of titles only when relevant to the competence you bring to the task • Respect for superior in hierarchy is based on how effectively his or her job is performed and how adequate their knowledge • Most senior managers are of varying age and gender and have shown proficiency in specific jobs • Extensive use of titles, especially when these clarify your status in the organization • Respect for superior in hierarchy is seen as a measure of your commitment to the organization and its mission • Most senior managers are male, middle aged and qualified by their background

Titel Cultural VariablesHow We Manage Time

Past – Present –or Future • Past-oriented culturesthe future is seen as a repetition of past experiences. Respect for ancestors and collective historical experiences • Present-oriented culturesnot much value to common past experiences nor to future prospects. Day-by-day experiences tend to direct people's life. • Future-oriented culturesmost human activities are directed toward future prospects. Generally, the past is not considered to be vitally significant to a future state of affairs. Planning constitutes a major activity in future-oriented cultures.

E.g. American and French telecom company giving tightly scheduled presentation in South America….American company continuing presentation without minister, else would get “delayed”…French focused on the long history with the country, indefinite after sales support. Winner – French

How we manage time Think of the past, present and future as being in the shape of circles. Please draw three circles, representing past, present and future. Arrange three circles in any way you want that best shows how you feel about the relationship of the past, present and the future. You may use different size circles.

Cross-Cultural Communication