International Business Negotiations

Communicating Effectively

Across Cultures

Learning Objectives

• Identify trends in international business communication

• Be aware of the role of language in international business

• Understand the many different ways to communicate across culture, including nonverbal communication

Overview

• Value of communications savvy

• Spoken and written communication

• Nonverbal communication

Value of Communications Savvy in International Setting

• Negotiations

• Decision making

• Strategy

• Understand and interpret behavior

• Leadership

Communication Styles

• A common style of communicating that is tacit and difficult for people in other cultures to appreciate• Use of irony• Sarcasm• Understatement• Body language

Spoken & Written Communication

• Language most important way to communicate

• Language impacts culture

• Over 2,500 languages

• 8,000 dialects

• 10 languages represent majority

The Ten Most Widely Used Native Languages in the World

Speaking Other Languages

• International managers must either• Speak the language or• Trust a translator

• Dealing with language can be expensive

• Definition of language competence varies

Americans on Foreign Languages and Foreigners on English

English & the International Environment

• Few U.S. citizens speak a second language

• English most popular second language

• Many MNCs use English

• Technology & publications often in English

• Some resistance to English dominance

Percentage of World Output Tied to Language Group

Relative Ranking of Developed and Developing countries on Knowledge of Foreign Languages

and Cultures

Relative Ranking of Developed and Developing countries on Knowledge of Foreign Languages

and Cultures (Cont’d)

Communicating in a Foreign Language

• Advantage

• Language proficiency ≠ Effective communication

• Accent and usage variations

• Many dialects

• Multiple languages within a country

Implications for Business

• Translation errors

• Cultural communication context • i.e., ways to say no

• Missed meaning in local context

Ways to Avoid Saying No in Japanese

Embarrassment & Apology

• Dealing with miscommunication• Loss of face

• Embarrassment• Shame

Embarrassment & Apology (Cont’d)

• Responses to miscommunication• Direct or indirect• Justifications and attributions• Admission of guilt• Show of humility

Apologies in the U.S. and Japan: Study of Conduct Manuals

• U.S.• 39 modifiers

• most frequent • sincere • brief

• Japan• 79 modifiers• most common

• sunao–submissive, compliant, obedient

• seii o motte–in good faith, with sincerity

• kokoro kara–from the heartAdapted from: Naomi Sugimoto. (1998). Norms of apology

depicted in U.S. American and Japanese literature on manners and etiquette. International Journal of Intercultural Relations 22, 3.

Content of Apologies

U.S Japan

Emphasize originality of words Construction, and linguistic formula is

emphasized

Little repetition is usedRepetition is used as a marker (i.e.,

Sorry, sorry)

Includes accounts for behaviorThere is not consensus on the

inclusion of accounts

Expressions of desire to maintain relationship

Self-castigation and references to violations of the victim’s “face” are often included

Message adopted to the individual recipient

Message adopted based on the nature of the relationship with the recipient

Adapted from: Naomi Sugimoto. (1998). Norms of apology depicted in U.S. American and Japanese literature on manners and etiquette. International Journal of Intercultural Relations 22, 3.

Embarrassment & Apology

• MNCs should prepare employees to handle

• Apologies

• Face management

• Accounts and explanations

Compliments as Communication

• Variations in use of praise

• Tied to underlying cultural norms

• Individualist use more than collective cultures

Criticism as Communication

• Differences in use of criticism

• High- versus low-context cultures

• Group orientation and importance of “face”

Monitoring Others

• Receiving and interpreting cues from others• Effective tool for understanding

• Self-monitoring—differences in ability to understand how one is perceived by others in a social setting

• Individualist more self-focused

• Collectivists more focused on situational cues

Written Communication

• Volume (e.g., e-mail)

• Can be as difficult as verbal

• Formality, courtesy, directness, & length are impacted by culture

• Bypassing—same word, different definitions

An Analysis of Letters Written to and Received From Foreign Countries

Nonverbal Communication

• Subtle cures used to communicate within and across cultures

• Conveying messages without words or writing

Nonverbal Communication (Cont’d)

• Can include• How one stands – Eye contact• What one wears – Movements• Facial expressions – Gestures• Body posture – Alignment

Nonverbal Communication (Cont’d)

• Interpersonal space—physical space between people

• Haptics—use of touch as communication tool

• Vocal qualities—characteristics of voice such as speed & loudness

Context and Nonverbal Communication

• High-context• Setting, surroundings & cultural norms provide

input

• Low-context• Require explicit statement of facts to convey

message

Characteristics of Communication in Low- and High-Context Cultures

Improving Your Cross-Cultural Communication Skills: Four Basic Suggestions