2. Skype Goes
Mobile
•“white phone”
•Cheap international
connection
•Some mobile carriers
prohibit VoIP on their
phones
VoIP is a technology used by IP
telephony as a means of
transporting phone calls

3. Verbal Communication
Styles
 Context: information that surrounds a communication and
helps to convey the message
• High-context:
 messages are highly coded, implicit, and indirect
 do not rely on language alone
 environment
• Low-context:
 messages are explicit
 often meet only to accomplish objectives

4. Verbal
Communication
Styles
Communication quantity
•Elaborate (Arabic Countries)
• Talking, description with a lot of
detail, people often repeat
•Exacting (England, Germany, and
Sweden)
• Precision, and the use of the
right amount of words to convey
the message
•Succinct (Asia)
• People tend to say few words
and allow understatements,
pauses, and silence to convey
meaning

5. Verbal Communication Styles
 Contextual vs. Personal Styles
 Contextual focuses on the speaker and relationship of
the parties
 High-power-distance, collective, high-context cultures
 Personal focuses on the speaker and the reduction of
barriers between the parties
 Low-power- distance, individualistic, low-context-
cultures

6. Verbal Communication Styles
 Affective vs Instrumental
 Affective is characterized by language that requires
the listener to carefully note what is being said and to
observe how the sender is presenting the message
 Intuitive skills
 Instrumental is goal-oriented and focuses on the
sender
 Clearly explains

7. Communication
Flows
•Downward Communication
• Manager to subordinate
• Can be direct or indirect
•Upward Communication
• Subordinate to superior
• Get employees input and
be available to listen to
their people’s concerns

8. Language Barriers
 Many require English as the common language
 Can’t only “know” the language
 Poor writing is a greater barrier than poor talking
 Bilingual individuals shouldn’t be queried in their
second language

9. Perceptual Barriers
 Perception: a person’s view
of reality
 Issues with perception?
 Advertisements
 http://www.deborahswallow.com/2009/08/20/cross-
cultural-marketing-blunders/
 View of others

10. Impact of culture
 Cultural values change nation to nation
 Time value in U.S. versus some European nations
 Misinterpretation
 Metric system versus English system

11. Nonverbal Communication
 How people interpret meaning through body
language and space
 Examples of nonverbal communication:
 Facial expressions, posture, clothing, eye contact,
cosmetics (makeup, tattoos)
 http://www.languagetrainers.co.uk/blog/2007/09/24/top-
10-hand-gestures/
 Haptics is communication through the use of bodily
contact (ex: double cheek kiss, handshake)

12. Proxemics
 The way physical space conveys messages
 Four distances in U.S.
 Intimate distance: 18 inches
 Personal distance: 18 inches to 4 feet
 Social distance: 4 feet to 8 feet
 Public distance: 8 feet to 10 feet
 Office space

13. Chronemics
 The way time is used in
a culture
 Monochronic: things
done in linear fashion,
one at a time
 Polychronic: people do
several things at one
time

14. Effective Communication
 Feedback
 Personal: face-to-face, phone, email
 Impersonal: reports, budgets, plans
 Language training is necessary
 English
 Learn the language of the MNC you work for
 Correct translation is important

15. Effective Communication
 Important to understand other cultures, especially in
an MNC
 Cooperation is very important
 Be flexible

16. Negotiation
Bargaining with another party in
order to arrive at an agreeable
situation
Managers spend 50% of their time
negotiating
Important to have strong initial
offer

17. Negotiation
 Types
 Distributive: two parties have opposite views and are
competing over a set value
 Typically ends in a win-lose situation
 Integrative: two parties cooperate in order to achieve
the best outcome for both
 Win-win situation

18. Process of Negotiation
Planning Identify objectives, explore options, find
common ground
Relationshi “Feeling out” the other side
p building
Exchange Let position on critical points be known
information
Persuasion Most important step; each side must be
willing to compromise
Agreement Final phase, granting concessions

19. Cultural Differences
Affecting
Negotiations
1. Do not identify the
counterpart’s home culture
too quickly
2. Beware of the Western bias
toward “doing.” In Arab,
Asian, and Latin groups,
ways of being, feeling,
thinking, and talking can
shape relationships more
powerfully than doing

20. Cultural Differences
Affecting Negotiations
 Do not assume that all aspects of the culture are
equally significant
 In Japan, consulting all relevant parties to a decision
is more important than presenting them a gift
 Do not overestimate your familiarity with your
counterpart’s culture
 Missing a single symbol can result in bad typos

21. Negotiation Styles
 US
 Factual and objective
 Make early concessions
 Have the authority to
seal the deal
 Deadlines
 Come to do business

22. Negotiation Styles
 Arabs
 Emotional appeals part of negotiation style
 Treat deadlines as only guidelines
 Analyze details subjectively
 Start from extreme position
 Seek to build long-term relationships
 Easy to negotiate with 

23. Negotiation Styles
 Chinese
 At beginning, seek to agree on the general focus of
the meetings, to achieve general framework for
discussion.
 Then launch into discussion following the rules of the
game that have just been set.

24. Negotiation Tactics
 Location
 Where should negotiations take place?
 Neutral site (If US vs. Japan, then Hawaii, for
example)
 Each party has limited access to home
office/negotiating info
 High cost of staying at these locations
 Most negotiators do not want to return home empty
handed

25. Negotiation Tactics
 Time Limits
 One party can have
the upper hand if the
other party is on a
tight timeframe
 If one party knows
when the other party
needs to leave, they
can draw out
negotiations to the
very end

26. Negotiation Tactics
 Buyer-Seller Relations
 How should buyers and sellers act?
 When the negotiation is over, Americans walk away
with what they’ve got.
 Japanese, on the other hand, believe that the other
party should be taken care of and ensure that the
other party has not been picked clean.
 In some negotiations, the Japanese thought the
Americans were taking advantage of them, whereas
the Americans believed they were driving a good, hard
bargain.

27. Negotiation Tactics
 Separate the People from the Problem
 Focus on Interests over Positions
 Generate Options
 Use Objective criteria
 Stand ground

28. Bargaining Behaviors
 Use of Extreme Behaviors
 Promises, Threats, and Other Behaviors
 Nonverbal Behaviors