INTERCULTURAL COMMUNICATION –
officemanagement
Inhoudsopgave
What is Culture? Visible and invisible culture............................................................................. 4
Definitions of culture.................................................................................................................. 4
Cultural programming................................................................................................................ 4
Culture and subcultures............................................................................................................. 5
Intercultural communication?..................................................................................................... 5
What is communication noise?................................................................................................... 6
TOPOI model, intervention for cultural noise..............................................................................6
Global citizenship....................................................................................................................... 7
Individualism – collectivism (Hofstede, Kluckhohn & Strodtbeck)..............................................8
Masculine and femininity.......................................................................................................... 10
Long-term and short-term orientation...................................................................................... 10
Indulgence and restraint.......................................................................................................... 10
High / low context (Hall)........................................................................................................... 11
Monochronic – polychronic (Edward T. Hall).............................................................................12
Personal space (Hall)= an invisible barrier............................................................................... 12
Fast and slow messages (Hall)................................................................................................. 13
Fast and slow information flow (Hall)....................................................................................... 13
Action chains............................................................................................................................ 13
Value orientations (Kluckhohn and Strodbeck).........................................................................13
How solve daily problems? (3).............................................................................................. 13
Time orientation:................................................................................................................... 14
Doing and being:................................................................................................................... 14
Individualism or collectivism:................................................................................................ 15
Private or public space:......................................................................................................... 15
Human nature:...................................................................................................................... 16
Large and small power distance (G. Hofstede).........................................................................16
Strong – weak uncertainty avoidance....................................................................................... 17
Definition.................................................................................................................................. 18
Importance............................................................................................................................... 18
Verbal and non-verbal codes.................................................................................................... 18
8 channels................................................................................................................................ 19
Kinesics................................................................................................................................. 19
Facial expressions.............................................................................................................. 19
1
, Gestures (some examples)................................................................................................ 19
Posture and stance............................................................................................................ 19
Oculesics............................................................................................................................... 19
Eye contact........................................................................................................................... 20
Paralangue............................................................................................................................ 20
Silence............................................................................................................................... 21
Proxemics.............................................................................................................................. 21
Haptics = touch..................................................................................................................... 21
Olfactics................................................................................................................................ 21
Physical appearance and dress............................................................................................. 22
Chronemics........................................................................................................................... 22
Importance............................................................................................................................... 23
Different styles......................................................................................................................... 23
Communication barriers........................................................................................................... 25
Idioms................................................................................................................................... 25
Loudness of voice.................................................................................................................. 25
Verbal exaggeration.............................................................................................................. 25
Verbal rhetoric and expressing emotions.............................................................................. 25
Conflictual tone of voice........................................................................................................ 25
Informal and alternative language........................................................................................ 26
Translation problems................................................................................................................ 26
Introduction.............................................................................................................................. 27
Organisation culture................................................................................................................. 27
Cultural context..................................................................................................................... 28
Environnemental context...................................................................................................... 28
Perceptual context................................................................................................................ 28
Verbal/ non-verbal context.................................................................................................... 28
Sociorelational context.......................................................................................................... 28
Intercultural context.............................................................................................................. 29
Trompenaars’ 7 dimensions: overview...............................................................................29
Universalism VS particularism............................................................................................ 30
Individualism VS communitarianism (= PG 5)....................................................................30
Specific VS diffuse.............................................................................................................. 30
Achieved VS ascribed......................................................................................................... 31
Neutral VS emotional......................................................................................................... 31
Sequential – synchronic time............................................................................................. 31
Internal VS external control............................................................................................... 32
(not a dimension) The vicious cycle VS the virtuous cycle.................................................32
Managerial styles across cultures............................................................................................. 32
2
,Ethnocentrism.......................................................................................................................... 35
2 differences in cultural values................................................................................................. 36
Cultural communication........................................................................................................... 36
Facework............................................................................................................................... 36
Conflict in individualistic culture........................................................................................... 37
Conflict in collectivistic culture.............................................................................................. 37
Conflict in low-context culture............................................................................................... 37
Conflict in high-context culture............................................................................................. 37
Multicultural teams................................................................................................................... 38
Strenghts, weaknesses and conditions for excellence..........................................................38
Stages of group formation..................................................................................................... 39
Global leadership: The GLOBE project...................................................................................... 40
GLOBE leadership and values:.............................................................................................. 40
Denial.................................................................................................................................... 41
Defence................................................................................................................................. 41
Minimization.......................................................................................................................... 42
Acceptance............................................................................................................................ 42
Adaption................................................................................................................................ 42
Integration............................................................................................................................. 42
3
, 1: Culture, communication
& global citizenship
What is Culture? Visible and invisible culture
Who is Edgar Schein and how does he view ‘culture’ ?
An interculturalist. According to him, culture consists of layers, like an onion.
The onion consists of 3 layers: (+ examples)
The outer layer: artefacts of culture (visible cultural differences)
o First things you notice when entering a new country / new company
o Easy to perceive / nice to know
Language, housing, food, clothes…
The second layer: norms and values
o Written and unwritten stands or correct, desired behaviour
o Takes some time to notice and learn them
What is right or wrong, what can we do and cannot do…
The deepest layer: basic, core assumptions (key beliefs)
o Abstract and invisible
o Unaware of their influence
o Our understandings about what is true
Figure 1: cultural iceberg
Definitions of culture
What is ‘culture’ according to Hofstede?
A collective programming of the human mind,
which distinguishes the members of one group or
category of people from another.
What is ‘culture’ according to Lustig and Koester?
A learnt set of shared interpretations about beliefs,
values, norms and social practices, which affect the
behaviours of a large group of people.
Cultural programming
Culture is a kind of programming according to
Geert Hofstede. We are programmed through (4):
Upbringing
o Ex.: no child would shake hands unless it was programmed to do so.
Socialization
o Ex.: What kind of handshake do we give? A limp or firm one?
Norms and values
o Ex.: value of showing respect for the elderly giving up your seat on the bus =
norm
Perception
o Ex.: by looking, we make conscious choices about how we want to behave.
4
officemanagement
Inhoudsopgave
What is Culture? Visible and invisible culture............................................................................. 4
Definitions of culture.................................................................................................................. 4
Cultural programming................................................................................................................ 4
Culture and subcultures............................................................................................................. 5
Intercultural communication?..................................................................................................... 5
What is communication noise?................................................................................................... 6
TOPOI model, intervention for cultural noise..............................................................................6
Global citizenship....................................................................................................................... 7
Individualism – collectivism (Hofstede, Kluckhohn & Strodtbeck)..............................................8
Masculine and femininity.......................................................................................................... 10
Long-term and short-term orientation...................................................................................... 10
Indulgence and restraint.......................................................................................................... 10
High / low context (Hall)........................................................................................................... 11
Monochronic – polychronic (Edward T. Hall).............................................................................12
Personal space (Hall)= an invisible barrier............................................................................... 12
Fast and slow messages (Hall)................................................................................................. 13
Fast and slow information flow (Hall)....................................................................................... 13
Action chains............................................................................................................................ 13
Value orientations (Kluckhohn and Strodbeck).........................................................................13
How solve daily problems? (3).............................................................................................. 13
Time orientation:................................................................................................................... 14
Doing and being:................................................................................................................... 14
Individualism or collectivism:................................................................................................ 15
Private or public space:......................................................................................................... 15
Human nature:...................................................................................................................... 16
Large and small power distance (G. Hofstede).........................................................................16
Strong – weak uncertainty avoidance....................................................................................... 17
Definition.................................................................................................................................. 18
Importance............................................................................................................................... 18
Verbal and non-verbal codes.................................................................................................... 18
8 channels................................................................................................................................ 19
Kinesics................................................................................................................................. 19
Facial expressions.............................................................................................................. 19
1
, Gestures (some examples)................................................................................................ 19
Posture and stance............................................................................................................ 19
Oculesics............................................................................................................................... 19
Eye contact........................................................................................................................... 20
Paralangue............................................................................................................................ 20
Silence............................................................................................................................... 21
Proxemics.............................................................................................................................. 21
Haptics = touch..................................................................................................................... 21
Olfactics................................................................................................................................ 21
Physical appearance and dress............................................................................................. 22
Chronemics........................................................................................................................... 22
Importance............................................................................................................................... 23
Different styles......................................................................................................................... 23
Communication barriers........................................................................................................... 25
Idioms................................................................................................................................... 25
Loudness of voice.................................................................................................................. 25
Verbal exaggeration.............................................................................................................. 25
Verbal rhetoric and expressing emotions.............................................................................. 25
Conflictual tone of voice........................................................................................................ 25
Informal and alternative language........................................................................................ 26
Translation problems................................................................................................................ 26
Introduction.............................................................................................................................. 27
Organisation culture................................................................................................................. 27
Cultural context..................................................................................................................... 28
Environnemental context...................................................................................................... 28
Perceptual context................................................................................................................ 28
Verbal/ non-verbal context.................................................................................................... 28
Sociorelational context.......................................................................................................... 28
Intercultural context.............................................................................................................. 29
Trompenaars’ 7 dimensions: overview...............................................................................29
Universalism VS particularism............................................................................................ 30
Individualism VS communitarianism (= PG 5)....................................................................30
Specific VS diffuse.............................................................................................................. 30
Achieved VS ascribed......................................................................................................... 31
Neutral VS emotional......................................................................................................... 31
Sequential – synchronic time............................................................................................. 31
Internal VS external control............................................................................................... 32
(not a dimension) The vicious cycle VS the virtuous cycle.................................................32
Managerial styles across cultures............................................................................................. 32
2
,Ethnocentrism.......................................................................................................................... 35
2 differences in cultural values................................................................................................. 36
Cultural communication........................................................................................................... 36
Facework............................................................................................................................... 36
Conflict in individualistic culture........................................................................................... 37
Conflict in collectivistic culture.............................................................................................. 37
Conflict in low-context culture............................................................................................... 37
Conflict in high-context culture............................................................................................. 37
Multicultural teams................................................................................................................... 38
Strenghts, weaknesses and conditions for excellence..........................................................38
Stages of group formation..................................................................................................... 39
Global leadership: The GLOBE project...................................................................................... 40
GLOBE leadership and values:.............................................................................................. 40
Denial.................................................................................................................................... 41
Defence................................................................................................................................. 41
Minimization.......................................................................................................................... 42
Acceptance............................................................................................................................ 42
Adaption................................................................................................................................ 42
Integration............................................................................................................................. 42
3
, 1: Culture, communication
& global citizenship
What is Culture? Visible and invisible culture
Who is Edgar Schein and how does he view ‘culture’ ?
An interculturalist. According to him, culture consists of layers, like an onion.
The onion consists of 3 layers: (+ examples)
The outer layer: artefacts of culture (visible cultural differences)
o First things you notice when entering a new country / new company
o Easy to perceive / nice to know
Language, housing, food, clothes…
The second layer: norms and values
o Written and unwritten stands or correct, desired behaviour
o Takes some time to notice and learn them
What is right or wrong, what can we do and cannot do…
The deepest layer: basic, core assumptions (key beliefs)
o Abstract and invisible
o Unaware of their influence
o Our understandings about what is true
Figure 1: cultural iceberg
Definitions of culture
What is ‘culture’ according to Hofstede?
A collective programming of the human mind,
which distinguishes the members of one group or
category of people from another.
What is ‘culture’ according to Lustig and Koester?
A learnt set of shared interpretations about beliefs,
values, norms and social practices, which affect the
behaviours of a large group of people.
Cultural programming
Culture is a kind of programming according to
Geert Hofstede. We are programmed through (4):
Upbringing
o Ex.: no child would shake hands unless it was programmed to do so.
Socialization
o Ex.: What kind of handshake do we give? A limp or firm one?
Norms and values
o Ex.: value of showing respect for the elderly giving up your seat on the bus =
norm
Perception
o Ex.: by looking, we make conscious choices about how we want to behave.
4
