跨文化商务沟通笔记.docx

The essential elements of communication
1. there should be at least two parts. 2. there should be a message 3. there should be a contact between the two parts 4. there should be a language that both sides share. 5. there should a place 6.time for the communication to take place.
Message (信息）
Source of message encode code channel/medium decoder retriever of message
（信息源） 编码） （密码） （渠道/媒介） （解码） （信息接受者）
Attributes of communication
1. It is a born need 2. It is interactive 3. it can be either constructive or destructive to a relation
4. It cannot be white washed in case it is performed.
• I. What is culture?
The definition can be in three-step hierarchy/ the structure of culture
Spiritual: beliefs, core of value, ethnics, etc.;
Custom/social: manners, organizations, techniques, etc,.
Material: food, tools, clothing, etc.
Ideological culture/ social culture/ material culture
Four Aspects of Culture
1. It’s learnt, not obtained from genes.
Social, family, and regional factors as input.
2. It’s shared by a group of people. Local language and culture to be shared by people in a certain group.
3. It’s symbolic. Many can be of symbols of a culture --- language (verbal or non-verbal one), architects, arts, and so on.
4. It’s adaptive. No culture is fixed except the dead.
What may effect cross-cultural communication
Way of observing verbal language non-verbal language
• Kickbacks回扣 （而不是：踢回）
• Honey cooler讨好女人的男子（而不是：甜饮料）
• Dog-eared书页的折角（而不是：狗耳朵）
• Sea-elephant 海豹（而不是：海象walrus)
• Street walker 妓女（而不是：行人）
• Hospital trust 银行 （而不是： 友好的信任）
• Lover 情人（而不是：爱人）
• Rest room 厕所（而不是：休息室）
• Dollar sale 全部商品一美圆贱卖（而不是：美圆贱卖）
• Green wash 塑造环保形象（而不是：刷绿色）
• busboy 饭店里的洗碗檫桌子的杂工（而不是：公共汽车上的售票员
• busybody≠大忙人，它相当于汉语中的“爱管闲事的人”。
• 从跨文化角度提出了出口商标翻译的三种方法，即直译法、音译法和音意合璧法
• Who to whom?
• Introduce the host to the visitor/ first(groups)
• First introduce your side to the visiting side
• Then the visiting side will make an introduction of themselves
• Younger to the senior first
• Low rank to high rank first
• Lady first
• If on the same position, the senior aged first
• 下面介绍一下西方的名片一些小知识，这个也许对我们将来会有帮助的。　
　　P.P：即介绍，意思是当你的合作伙伴刘总送给一张名片上左下角写着这个字样的时候，你不用着急，这意思是让你去认识一个人。你要打电话到你要认识的那个人那边去，说："你好我是某某公司的谁谁，是刘总让我打电话给你的。。。。"
　　P.F：如果名字左下角写着这样的字样是表示当有什么节日或有什么事时，你的朋友为了敬祝或答谢你，送你的礼物。他在礼物上留了一张名片，并在名片左下角写上P.F。表示敬贺的意思。
　　P.R：表达谨谢。这时当你收到地方的礼物时，想回敬时，也可以在礼物上放上一个名片左下角写上P.R。当对方收到礼物时，看看名片就知道是你的回敬了。
　　N.B　意为请注意。当接到这样的名片时，意为请你注意的意思。
Individualism vs Collectivism
• Individualism stands for a preference for a loosely knit social framework in society in which individuals are supposed to take care of themselves and their immediate families only.
• Collectivism stands for a preference for a tightly knit social framework in which individuals can expect their relatives, clan, or other-in-group to look after them in exchange for unquestioning loyalty.
Social Interaction
When two or more than two persons are doing something together in order to fulfill an aim, a social situation exists.
Elements of a social situation
(at least two participants; an aim; a setting; schema for fulfilling the aim; verbal or non-verbal communication; time and space)
It is heard but it isn’t taken in the way it is uttered. In a social situation, all participating sides can monitor the communication process. The utterance meaning/thespeaker’s meaning/thehearer’s m.
How to give gifts:
– Wrapped in a paper, or in a box or container
– With a card on top or inside
– With a receipt in case it will be returned by receiver
– Personal presenting or by delivery company
– Money in an envelope
Social distance is a term referring to the similarity or dissimilarity between the two cultures.
• High context cultures emphasize the context in which a communication takes place; they pay a great deal of attention to implicit, nonverbal messages;
• Low context cultures place less emphasis on the context of communication (such as implied meaning or nonverbal messages); they rely on explicit verbal messages.
• Power Distance is the extent to which the members of a society accept that power in institutions and organizations is distributed unequally.
• high-power-distance (or large/strong):
– People in high power distance societies accept a hierarchical order.
• low-power-distance (or small/less power distance):
– People in low power distance societies strive for power equalization and demand justification for power inequalities
Attitudes and behaviors
Large power distance
Small power distance
Hierarchy
Hierarchies reflect
the basic inequality of
people.
Hierarchies are only
convenient ways of
organizing activities.
Relationships
Comfortable with hierarchical relationships
Prefer equal relationships
Power
Accept differences in power
Dislike and distrust authority
Use of power
Whoever holds power is right and good.
Whoever uses their power will be judged as to whether they use it in the right way.
Dependency
The less powerful are dependent on the powerful.
Interdependence between less and more powerful persons
Decision making
Decision-making tends to be centralized; the leader decides.
Decision-making is dispersed throughout organization. People at all levels make decisions.
Authority Leadership
Leaders direct the activities of subordinates by giving specific instructions.
Leaders motivate their subordinates to work toward goals. They do not give as much specific direction.
Initiative
Only the leader initiates.
Everyone is expected to initiate.
Communication flow
From the top of organization to the bottom
From the top down and from the lower levels to higher levels
Status
High status people enjoy privileges.
People disapprove of special privileges and symbols of status.
How to change the organization
Replace people at the top.
Reform the organization.
Elements influencing refusals
• Power distance (manager vs employee)
• Uncertainty (leave room for further thinking)
• Face problem (saving face)
• Personal relationship (afraid of refusing or being refused, relationship break-up)
• Special time and space situations
Language and culture. Close related, a reflection of. Language communication is affected by diff c
Gender communication
Sex --> physical /biological descriptive term Gender = sex + culture + role in society
Main culture： ethnic culture/ region culture/ religion culture/ gender culture/ age culture
Masculinity stands for a preference in society for achievement, heroism, assertiveness(过份自信的), competitiveness and toughness that have traditionally been associated with men.
Femininity stands for a preference for modesty, relationships, cooperation, caring for the weak, and tenderness that have traditionally been labeled as feminine.
Different styles presented and strategies applies by men and women in their communication differ
Strategies for businesswomen to apply in making a deal with their make counterparts.
1.Be aware of business challenge( it is essential for a businesswoman to establish her rank and authority early in a relationship)
2. Prepare right attitude( be tolerant and understanding )
3. Always dress and act professionally.

Nonverbal communication
Communication in general is process of sending and receiving messages that enables humans to share knowledge, attitudes, and skills
While we speak with our vocal organs, we converse with our whole bodies.
The ranges of non-verbal communication in business:
1. kinesics including: facial expression, posture, gesture, eye-contact.
2. business manners 3. spatial and temporal arrangements.
Nonverbal communication has been defined as communication without words.
The function of non-verbal communication
n Repeating Contradicting (否定)Substituting(代替)Complementing (补充)Accenting(强调)Regulating (调节)
Message
Verbal message Nonverbal message
Oral message Written message Gesture Facial expression Bodily move
Phone speech letter Memo E-mail Hand Blink Eyebrow Smile Forward Blend
Strategies of dealing with non-verbal communication in business
Do good homework. Do not take everything neither for granted nor too seriously
The partners’ behaviors and response could be observed to adjust one’s own behavior
Ask for explanation or chance to explain.
Types of Nonverbal Communication
1. Kinesics(体态语) Kinesics is the term used for communicating through various types of body movements including facial expressions, gestures, posture (姿态) and stance (立姿),
2. Paralanguage/Metacommunication（副语言）
3. Object Language（客体语）
4. Environmental Language（环境语）
Paralanguage can be called 类语言或伴随语言, 副语言特征或伴随语言特征(paralinguistic features).
Paralanguage is related to oral communication; it refers to the rate, pitch and volume qualities of the voice, which interrupt or temporarily take the place of speech and affect the meaning of a message.
Culture Confliction
Culture shock means a condition of confusion and anxiety affecting a person when being suddenly exposed to a new culture or environment.
Culture confliction refers to inharmonious or impact between two cultural strengths or systems.
The stem of culture conflicton
Collectivist-individualist cultural pattern.
High context-low context cultural pattern
High-power distances and low-power distances cultural pattern
Monochromic time-polychronic time cultural pattern.
REVERSE CULTURE SHOCK
Four stages of acculturation. Euphoria-depression-adjustment-acceptance
n The dimensions of culture includes:
n Time, past/present/ future
n Activity doing/being/becoming
n Relationships individual/ranked/mutual/
n Power distance high/low
n Communication context high/low
n Nature controlling/harmony/yielding
n Formality formal/ informal
n Competitiveness competitive/cooperative
n Concept of space private/public
n Behavior tolerance loose culture/ tight culture
n Uncertainty avoidance high/low
n Self vs group individualism/ collectivism
Business Interaction
No tricks谈判注意 need options time relationships investment credibility knowledge skills
Cultural Stereotyping
Stereotyping is a kind of way of thinking which ignores how complex the human behavior is.
The definition of perception perception is the process of selecting, organizing, and interpreting sensory data in a way that enables us to make sense of our world.
Management Communicaton
Types of corporation culture
学院型文化（Academy culture）俱乐部型文化（Club Culture）棒球队型文化（Baseball team culture）堡垒型文化（Fortress culture）
Theory of seven frames
l 任何组织的有效管理都涉及到7个变量(Variables)
结构（Structure）战略（strategy）制度（system）人员（staff）作风（style）技能（skill）
n 共同的价值观（shared value）。前3种为硬管理要素，后4种为软管理要素。
Cross-Cultural Management four approaches HQ
Ethnocentric approach multi-centric approach local-centric approach geocentric approach
Global Marketing
AIDA attention interest desire action (advertising process people used to consider)
ACCA awareness comprehension conviction action
4Ps theory product price purchase profit
4Cs theory customer cost convenience communication
USP unique selling point
POP Point Of Purchasing