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CHAPTER 11 Intercultural Communication in Business, Health Care.docx
- 1. CHAPTER 11: Intercultural Communication in Business, Health Care and Educational Settings Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 1 FLAN 3440 Intercultural Management Successful cross-cultural management depends on the ability of managers understand the: Cultural context Organizational culture Environmental context Perceptual context Organization’s emphasis on group membership Verbal and nonverbal codes of the foreign counterparts Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 2 Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 3
- 2. Power Distance & Organizations Characteristics of large power distance cultures: Status conscious Employ top-down communication Mindful of employee welfare Employees not expected to participate in decision making. 4 Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. Environmental Context Perspective on the environment including Information load Privacy Company’s overall orientation to nature 5 Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. This Photo by Unknown Author is licensed under CC BY-SA Perceptual Context The attitudes, emotions, and motivations of the persons engaged in communication and how they affect information processing Categorizing Stereotyping Group Membership Verbal and Nonverbal codes Language
- 3. 6 Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. This Photo is licensed under CC BY-SA 6 Speaking their Language! Don’t do this! Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 7 Did you laugh! Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 8 Valerie Hoeks: Cultural difference in business 9 Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. Top 10
- 4. Make your List Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 10 This Photo by Unknown Author is licensed under CC BY-SA This Photo by Unknown Author is licensed under CC BY-NC Japanese Management Practices Wa (harmony) Taiso (morning exercise) (not any more) Salaryman Karoshi (overwork death) (Black Kigyo) Shushin koyo (lifetime employment) Nenko joretsu (seniority grading) Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 11 Japanese Managerial Strategies Firm’s Authority Personal Development Socializing Gaijin Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 12 This Photo is licensed under CC BY-SA
- 5. Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 13 SOURCE: Beer, J. E. (2003 and 2016). The Life of a Salaryman: Time, Space, Career Path. Retrieved from http://www.culture-at-work.com/jworklife.html. Used with permission. Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 14 SOURCE: Table adapted from Lewis, R. D. (2006). When Cultures Collide: Leading Across Cultures, pp. 515–517. Copyright © 2006, Boston: Nicholas Brealey. This Photo is licensed under CC BY-NC German Management Practices Facts more important than face Factual honesty more important than politeness State-regulated apprentice system 15 Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. German Management Practices
- 6. Compartmentalization/Doors Skill and experience most important promotional considerations Implement shadow worker programs 16 Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. This Photo is licensed under CC BY-ND Mexican Management Practices Individual effort and self-starting are met with suspicion Mexican workers value harmony above all else Organizations considered paternalistic 17 Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. Mexican Management Practices Value cooperation over competition Rigid hierarchy Mexican workers prefer close supervision Innovative/risk taking behavior is inappropriate Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 18 Chinese Management Practices Business practices guided by Confucian ideals
- 7. Trust and Social bonds with business relationships important Relationships viewed as unequal Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 19 Chinese Management Practices No separation between social and organizational relationships Management is responsible for decision making Organizational conflict dealt with through mediation and compromise Gift giving now forbidden 20 Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. Culture, Intercultural Communication, and Health Care Different cultural groups have different beliefs, values, and behaviors associated with their health and health care Illness generally attributed to a factor that is: within the individual within the natural environment societal supernatural Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 21
- 8. Health Communication “The study and use of communication strategies to inform and influence individual decisions that enhance health.” Patient–Provider Communication Paternalism vs. Consumerism or Mutual Participation Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 22 Health Communication “The study and use of communication strategies to inform and influence individual decisions that enhance health.” Patient–Provider Communication Paternalism vs. Consumerism or Mutual Participation Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 23 This Photo by Unknown Author is licensed under CC BY-SA Health Communication “The study and use of communication strategies to inform and influence individual decisions that enhance health.” Patient–Provider Communication Paternalism vs. Consumerism or Mutual Participation Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 24 Health Communication
- 9. Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 25 Healthcare Communication Patients in collectivistic, large power distance cultures prefer to participate in decision-making about health care Provider’s nonnative accent has minimal effect on patient perceptions Microcultural group status in the U.S. does affect health care communication between patient and provider Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 26 Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 27 SOURCE: World Health Organization. (2015). World Health Statistics 2015. Publications of the World Health Organization can be obtained from WHO Press, World Health Organization, 20 Avenue Appia, 1211 Geneva 27, Switzerland. Intercultural Communication and Educational Settings Teacher-Student relationship HOW students go about learning and teachers go about teaching may vary considerably across cultures Learning Styles
- 10. Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 28 This Photo by Unknown Author is licensed under CC BY-NC- ND Intercultural Communication and Educational Settings Teacher-Student relationship HOW students go about learning and teachers go about teaching may vary considerably across cultures Learning Styles Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 29 This Photo by Unknown Author is licensed under CC BY Intercultural Communication and Educational Settings Experiential Learning Theory (ELT) learning results from : (1) grasping experience, (2) transforming experience. concrete experience (CE) and abstract conceptualization (AC) Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 30 Intercultural Communication and Educational Settings
- 11. Experiential Learning Theory (ELT) learning results from : (1) grasping experience, (2) transforming experience. concrete experience (CE) and abstract conceptualization (AC) Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 31 Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 32 Teacher Immediacy The physiological and psychological distance between interactants Recommendations that may be helpful for teachers in an intercultural classroom: 1. Motivate learning 2. Balance concrete and conceptual information 3. Balance structured and unstructured activities 4. Make liberal use of visuals 5. Don’t just lecture 6. Allow students to cooperate on some assignments 33 Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018.
- 12. Teacher Immediacy The physiological and psychological distance between interactants Recommendations that may be helpful for teachers in an intercultural classroom: 1. Motivate learning 2. Balance concrete and conceptual information 3. Balance structured and unstructured activities 4. Make liberal use of visuals 5. Don’t just lecture 6. Allow students to cooperate on some assignments 34 Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. This Photo by Unknown Author is licensed under CC BY-NC- ND Summary Explored principles necessary to consider when you are in a culture other than your own: Doing business Managing people Providing health care Teaching students Examined ways to be successful communicators in a variety of contexts –Health care and Education Neuliep, Intercultural Communication, 7e. © SAGE Publications, 2018. 35
- 13. Reflections Instructions The reflections are personal application of the material discussed in class to your personal life or that that you have seen or witnessed. It is NOT A SUMMARY of the chapter. You may choose any chapter to reflect on however reflections are due within a week from the day we finish discussing the chapter in class. Because of the online change below are the deadlines to for reflections on the remaining chapters. Reflections on chapter 1-6 are not accepted anymore. Length: Your reflection should be 2-page in length double spaced 12 point font. Structure: Your reflection should have a title. It should introduce and briefly explain one or two concepts from the chapter (e.g. ethnocentrism; high context; cultural shock…) not more than half of a page. After you introduce the concept, you analyze if it looking into how you may have seen it in your life and how providing concrete examples from your life or that of other people you know (e.g. gender roles, as I was growing up I was taught that…). If you disagree with the concept (e.g. the chapter says that Greek culture is high context in general and you disagree) you may provide arguments why you disagree. Again, if you felt that you need to discuss more than one concept, you may discuss two but not more than two. Please note that the sample reflection on blackboard is there as a sample for content and not length. There is no need to conclude your reflection with a summary of what you stated.