商务沟通之跨文化沟通.ppt

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1、商务沟通之跨文化沟商务沟通之跨文化沟通通Chapter sixteen Techniques of Cross-Cultural Communication 跨文化沟通技巧跨文化沟通技巧 Upon completing this chapter,we will be able to describe the major barriers to cross-cultural Communication and how to overcome them.完成本章后，我们将能够描述跨文化交际的主要障碍和如何克服这些障碍To reach this goal,you should be able to

2、Explain why communicating clearly across culture is important to business.解释为什么跨文化沟通对商业显然是非常重要解释为什么跨文化沟通对商业显然是非常重要 Define culture and explain its effects on cross-cultural communication.定义文化和解释跨文化沟通的影响。定义文化和解释跨文化沟通的影响。Describe cultural differences in body positions and movements and use this knowled

3、ge effectively in communicating.描述了文化差异，身体姿势和动作描述了文化差异，身体姿势和动作,并使用这种知识的有效沟通。并使用这种知识的有效沟通。Describe cultural differences in views and practices concerning time,space,odors,and such and use this knowledge effectively in communicating.描述了文化差异的看法和做法，关于时间，空间，和气味，并利用这一知识描述了文化差异的看法和做法，关于时间，空间，和气味，并利用这一知识有效地

4、沟通。有效地沟通。Explain the language equivalency problem as a cause of miscommunication 解释语言作为等价问题造成的沟通不畅解释语言作为等价问题造成的沟通不畅.Describe what one can do to overcome the language equivalency problem 描述人可以做什么克服语言等价问题描述人可以做什么克服语言等价问题 Cross-Cultural Communication To introduce yourself to this chapter assume the pos

5、ition of assistant to the president of Thatcher-Stone and Company,a small manufacturer of computer components.Your boss,gregarious old Vernon-Thatcher,invited you to join him at a luncheon would be opened.Because Thatcher-Stones domestic sales been lagging,the company badly needs these customers.The

6、 Asian guests entered the room,bowing as introductions were made.Mr.Thatcher attempted to put them at ease.“No need to do that,”he said.“Im just plain Vernon Thatcher.Just relax and make yourself at home.”You noticed that the Asians appeared bewildered.They appeared even more bewildered when early i

7、n the meeting Mr.Thatcher made this statement:“Weve only got the lunch hour,gents.I know youll appreciate getting right down to business.”Throughout the meeting Mr.Thatcher was in his best conversational mood-laughing,backslapping,telling jokes.But none of this seemed to make an impression on the gu

8、ests.They seemed confused to you.They smiled and were extremely polite,but they seemed to understand little of what Mr.Thatcher was saying.Although he tried again and again to move to business talk,they did not respond.The meeting ended pleasantly,but without a sale.“Theyre a strange people,”Mr.That

9、cher commented when he got back to his office.“They have a lot to learn about doing business.It doesnt look theyre going to deal with us,does it?”Mr.Thatcher was right in his last comment.They did not.As you review the meeting.You cannot help but feel that Mr.Thatcher spoiled the deal,for he failed

10、miserably in communicating with the Asians.The fact is that there is much to know about communicating in cross-cultural settings.1.Business has become more global Technological advances in communication,travel,and transportation have business increasingly global.This trend is expected to continue in

11、 the foreseeable future.Thus,the chances are good that you will have to communicate with people from other cultures.技术进步，通信，旅游，和运输业务日益全球化。预计这一技术进步，通信，旅游，和运输业务日益全球化。预计这一趋势将继续在可预见的未来。因此，这是一个你与不同文化趋势将继续在可预见的未来。因此，这是一个你与不同文化的人交流的好机会。的人交流的好机会。Communicate clearly with other cultures for several reasons与其他

12、文化的沟通有以下几个原因 A primary reason is that businesses sell their products and services both domestically and internationally一个主要的原因是，企业销售他一个主要的原因是，企业销售他们的产品和服务在国内和国际们的产品和服务在国内和国际 Another reason is that in addition to being a more effective worker,you will be more efficient both within and outside your co

13、mpany另一另一个原因是，除了是一个更有效的的工作者外，你将在公司的内部和外个原因是，除了是一个更有效的的工作者外，你将在公司的内部和外部更有效率部更有效率 A final reason is that your attention to communicating clearly with those from other cultures will enrich your business and personal life最后一个原因是，你关注同来自其他文化的的交流，这将丰富你的商业最后一个原因是，你关注同来自其他文化的的交流，这将丰富你的商业和个人的生活和个人的生活 Cross-cu

14、ltural communication involves understanding cultural difference and overcoming language problems 跨文化沟通的通信需要了解文化差异，克服语言问题 Some Culture Definitions:1.People learn to think,feel,believe,and act as they do because of the messages that have been communicated to them,and those messages all bear the stamp

15、of culture.2.Culture is the complex whole which includes belief,art,morals,law,custom,and any other capabilities and habits acquired by man as a member of society.(Edward Tylor)What four components comprise a culture?values 价值观价值观 beliefs 信念信念 behaviors 行为行为 Norms 规范规范 Characteristics of Culture Cul

16、ture is learned 学问学问 Culture is unconscious潜意识潜意识 Culture is shared 分享分享 Culture is integrated集合集合 Culture is Symbolic 象征象征 Culture is a way of life Culture is Dynamic（动态的）（动态的）Culture is Relative相对的相对的Cross-cultural ValuesFreedom自由自由Independence 独立独立Self-reliance 自立自立Equality 平等平等Individualism 个人主义

17、个人主义Competition 竞争竞争Efficiency 有效有效Time 准时准时Directness 率直率直Openness 心胸宽大心胸宽大Belonging Group harmony CollectivenessAge/seniorityGroup consciousnessCooperation 合作合作Quality 质量质量Patience 耐心耐心Indirectness 直接直接AmericansJapaneseCultural differences in body positionsn nChallenging norms of society,challengi

18、ng authority,expressing free speech.do you know some Cultural differences in body positions?Views and Practices Concerning Factors of Human Relationshipsseven major factortimespaceodorsfranknessintimacy of relationshipvaluesexpression of emotionsA Classic Defense of Cultural Difference The classic“u

19、gly American was traveling a faraway land.He had been critical of much of what he experienced the food,the hotels,the costoms in general.One day he came up a funeral.he observed that the mourners placed food on the grave-and left it there.What a stupid practice!“he exclaimed to his native host!Do yo

20、ur people actually think that the dead person will eat the food?At this point,the host had taken all the insults for one day.So he replied,Our dead will eat the food as soon as your dead smell the flowers you place on their grave.TimeIn our culture,people tend to be monochroic.In some other culture,

21、people are poly chronic,viewing time in a more relaxed way.Space People from different cultures often vary in their attitudes toward space.Even people from the same culture may have different space preferences.Odors People from different cultures may have different attituides toward dody odors.Frank

22、ness High-context cultures are more frank and explicit than low-context cultures.EG:North Americans,Germans and IsraelisIntimacy of RelationshipsIn many cultures,strict social classes exist,and class status determines how intimately people are addressed and treated in communication.How people view s

23、uperior-subordinate relations can vary by culture.The role of women varies widely by culture.ValuesEach culture has different values concerning such matters as attitude toward work.Employee-employer relations.How employers view authority is yet another question that cultures view differently.Express

24、ion of EmotionsSocial behavior varies by culture,such as practices concerning affection,langhter,and emotion.Include is the degree of animation displayed.Many more such practices exist.We must recognize them,look for them,and understand them.Effect on Communication TechniquesCulture differences affe

25、ct communication.Our communication techniques are not universally acceptable.The Indians and even the British have practices different from ours.You must modify your communications to fit the culture of your recipient.Explain the language equivalency problem as a cause of miscommunication(语言等价问题是引起误

26、解的一个原因语言等价问题是引起误解的一个原因)lCommunication problems are caused by the existence of many languages 交流问题是由存在多种语言造成的交流问题是由存在多种语言造成的 the people on earth use more than 3000 languages.Because few of us can learn more than one or two other languages well,problems of miscommunication are bound to occur in intern

27、ational communication.l Wide differences among among languages make precisely equivalent translations difficult.语言之间的广泛差异使精确语言之间的广泛差异使精确等效翻译困难等效翻译困难 One reason is：languages are based on the concepts,experiences,views,and such of the cultures that developed them.For example:however,Italians have near

28、ly 500 words for types of pasta(面食).French Have no wordsto distinguishHouse and home;Mind and brain;Man and gentleman.Spanish Chairman and presidentItalians forWishful thinking(一一厢情愿的想厢情愿的想法法;如意算盘如意算盘)RussiansEfficiencyy,challenge,and having fun Another explanation is:Grammer and syntax(语法、语句)differ

29、ences add to the difficulty.Not all languages deal with verb（动词）,mood(语气),voice（语态）,and tense（时态）even the best translators often cannot find literal equivalents(字面等值)between languagesAdding to the problems is:The multiple meanings of word(多重意义的词)Run“:to move fast;to compete for office;a score in bas

30、eball;a break in a stocking;a fading of colors and many more The Oxford English Dictionary uses over 15,000 words to difine what Certain of our expressions dont mean what their dictionary and grammatical structures say they mean.我们的某些表达方式并不意味着他们的字典和语法结构，去说他们的意思“Business couldnt be better”We could ne

31、ver be too nice to our customers Even words with the same meaning can differ in usage by culture.即使意思相同的单词也可以用于不同的文化。YES,chinese yes maybe understood in English as the opposite.American-I see you dont agree with this clauseChinese-yes,meaningYes,you are right I dont agree with the clause(条款)overcome

32、 By knowing languages well and by questioningaware that translation problems existto ask questionsto probeto determine what the other person understand Cross-cultural communication involves understanding cultural difference and overcoming language problems 跨文化沟通的通信需要了解文化差异，克服语言问题A GENERAL SUGGESTION

33、 FOR COMMUNICATING ACROSS CULTURES关于跨文化沟通的一些建议In addition to the specific suggestions for improving your communication in English with nonnative English speakers,you should follow one general suggestion:Write or talk simply and clearly.简单而清楚地写或谈简单而清楚地写或谈 语速缓慢，阐述每个字语速缓慢，阐述每个字（1）.Remember that because

34、 most nonnative speakers learned English in school,they are acquainted mainly with primary dictionary meanings and are not likely to understand slang words or shades of difference in the meanings we give words.大多数外国人在学校学习英语，不容易理解我们具体大多数外国人在学校学习英语，不容易理解我们具体某句话中词汇的含义，更不容易理解俚语。某句话中词汇的含义，更不容易理解俚语。They w

35、ill understand you better if you avoid these pitfalls.In the words of two highly regarded scholars in the field,you should“educate yourself in the use of Simplified English.”避免以上的错误，尽量用简单的英语与初学者交流避免以上的错误，尽量用简单的英语与初学者交流（2）You also will communicate better if you carefully word your questions.避免提出避免提出“

36、双问题双问题”避免回答避免回答“是否是否”的问题的问题避免提出避免提出“负面问题负面问题”使用开放性的问题使用开放性的问题 careful1 Be sure your questions are not double questions.2 avoid the yes/no question that some cultures may have difficulty answering directly.3avoid negative questions 4Use more open-ended questionsBeDo you want to go to dinner now or wa

37、it until after the rush hour is over?()Arent you going to dinner?()When should you like to go to dinner?()(3)try to check and clarify your communication through continuous confirmation.试着不断检查和阐明你的沟通方式。试着不断检查和阐明你的沟通方式。Summarizing in writing also is a good idea,and todays technology enables parties to

38、 do this on the spot.It allows you to be certain you have conveyed your message and received theirs accurately.书面总结是一个好主意，也是在今天的技术水平下很容易书面总结是一个好主意，也是在今天的技术水平下很容易做到的。这可以使我们准确地传达和收到信息而不至于造做到的。这可以使我们准确地传达和收到信息而不至于造成误解。成误解。即使同根同源的英美文化，语言也有所不同即使同根同源的英美文化，语言也有所不同Example:a billion 1000000000 100000000000 (

39、U.S.A)(U.K)Continually checking for meaning and using written summaries can help ensure the accuracy of the communication process.不断检查含义和使用书面摘要可确保沟通不断检查含义和使用书面摘要可确保沟通中的准确性。中的准确性。1.Explain why communicating clearly across culture is important to business解释为什么跨文化苟同在商务解释为什么跨文化苟同在商务活动中是重要的活动中是重要的 busine

40、ss are becoming increasingly global in their operations。务正变得日益全球化的业务。being able to communicate across cultures is necessary in these operations。能够跨文化交际是必要的，这些行动specifically,it helps in gaining additional business,in hiring good people具体来说，它有助于获得更多的业务，雇用的人2.Define culture and explain its effects on c

41、rossculture communication 跨文化沟通的定义和解释跨文化沟通的定义和解释culture may be defined as“the way of life of a group of a people”文化可以定义为：一群人的生活方式文化可以定义为：一群人的生活方式 Cultures differ 文化差异文化差异People tend to view the practices of their culture as their culture as right and those of other cultures as peculiar or wrong.人们往往

42、认为他们的文化中的一些做法是正确的，而其他人的文化人们往往认为他们的文化中的一些做法是正确的，而其他人的文化中的一些做法是奇怪的或是错误的中的一些做法是奇怪的或是错误的These views cause miscommunication.这些意见引起误解。这些意见引起误解。3.describe culture differences body positions and movements and use this knowledge effectively in communicating描述文化差异描述文化差异的身体姿势和动作和使用这种知识的有效沟通的身体姿势和动作和使用这种知识的有效沟通

43、Variations in how people of different cultures use body positions and body movements is a cause of miscommunication 不同的身体语言和动作是如何在不同的文化间引起误解的How people walk,gesture smile and such varies from culture to culture 不同文化间，人们是如何走路，微笑有如何的不同When people from different culture attempt to communicate,each may

44、not understand the others body movements 当不同种群的人们努力的进行文化交流的时候，你可能并不了解对方的身体语言4.Describe culture differences in views and practices concerning time space,orders and such and use this knowledge effectively in communicating people in different cultures differ in their ways of relating to people 不同文化种群的人

45、和别人联系的方式也不一样Specially,they differ in their practices and thinking concerning time,space,odors frankness,relationships,values,and social behavior.特别是，他们在思考时间，空间，关系，价值观，以及社会行为的方式也不同We should not use our cultures practices as standards for determining meaning 我们不应该那我们文化中的做法作为标准来作判断Instead,we should try

46、 to understand the other culture 相反，我们应该去理解别人的文化 5.Explain the language equivalency problem as a cause of miscommunication解释语言等价问题造成的交解释语言等价问题造成的交流误解流误解 About 3000 language are used on earth地球上有地球上有3000多种语言多种语言They differ greatly in grammar and syntax 他们在语法和语句方他们在语法和语句方面有很大不同面有很大不同Like English,most

47、have words with multiple meanings 就像英就像英语，很多次有多重含义语，很多次有多重含义As a result equivalency in translation is different.结果，等价结果，等价在翻译上是不同的在翻译上是不同的 6.Describe what one can do to overcome the language equivalency problem 怎么做去克服语言等价问题 overcoming the language equivalency problems involves hard and tedious work,

48、克服语言的等价问题涉及到困难和繁琐的工作，The best advice is to master the language of the nonnative English speakers with whom you communicate 最好的建议是外来的英语使用者掌握了英语和那些人交流Also,you should be aware of the problem caused by language differences.此外，你应该了解语言差异造成的问题Ask questions carefully to make sure you are understand.仔细问问你是否能

49、够被理解For important communications,consider back translation the technique of using two translators,作为重要的通讯方式，考虑回译 这种技术要用到两个翻译者the first to translate from one language to the other and the second to translate back to the original.第一个把一种语言翻译成另一种，第二个再翻译到原来的语言Check the accuracy of the communication with written summaries 用写报告来检查这种交流的准确性