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Sixth Edition Intercultural Business Communication Lillian H. Chaney The University of Memphis Jeanette S. Martin The University of Mississippi Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montréal Toronto Delhi Mexico City São Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo Editor in Chief: Stephanie Wall Production Manager: Tom Benfatti Acquisitions Editor: Sarah McCabe Creative Director: Jayne Conte Director of Editorial Services: Ashley Santora Cover Designer: Susanne Duda Editorial Project Manager: Karin Williams Full Service Project Management: Moganambigai Editorial Assistant: Ashlee Bradbury Sundaramurthy/Integra Software Services Pvt. Ltd. Director of Marketing: Maggie Moylan Composition: Integra Software Services, Ltd. Marketing Assistant: Kim Lovato Text Font: 10/12, Times LT Std Credits and acknowledgments borrowed from other sources and reproduced, with permission, in this textbook appear on the ­appropriate page within text. Copyright © 2014 by Pearson Education, Inc. All rights reserved. Manufactured in the United States of America. This publica- tion is protected by Copyright, and permission should be obtained from the publisher prior to any prohibited reproduction, storage in a retrieval system, or transmission in any form or by any means, electronic, mechanical, photocopying, recording, or likewise. To obtain permission(s) to use material from this work, please submit a written request to Pearson Education, Inc., Permissions Department, One Lake Street, Upper Saddle River, New Jersey 07458, or you may fax your request to 201-236-3290. Many of the designations by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations have been printed in initial caps or all caps. Library of Congress Cataloging-in-Publication Data Chaney, Lillian H. Intercultural business communication/Lillian H. ChanEy, The University of Memphis, JEANETTE S. MARTIN, The University of Mississippi.––SIXTH EDITION. p. cm Includes bibliographical references and index. ISBN-13: 978-0-13-297127-0 (alk. paper) ISBN-10: 0-13-297127-5 (alk. paper) 1. Business etiquette. 2. Business communication. 3. Intercultural communication. 4. Corporate culture. I. Martin, Jeanette S. II. Title. HF5389.C47 2014 395.5'2—dc23 2012037536 10 9 8 7 6 5 4 3 2 1 ISBN 10: 0-13-297127-5 ISBN 13: 978-0-13-297127-0 BRief CONteNts Foreword xii Preface xiii About the Authors xiv Chapter 1 The Nature of Intercultural Communication 1 Chapter 2 Universal Systems 21 Chapter 3 Contrasting Cultural Values 51 Chapter 4 Cultural Shock 73 Chapter 5 Language 92 Chapter 6 Oral and Nonverbal Communication Patterns 116 Chapter 7 Written Communication Patterns 142 Chapter 8 Global Etiquette 164 Chapter 9 Business and Social Customs 187 Chapter 10 Intercultural Negotiation Process 210 Chapter 11 Intercultural Negotiation Components 237 Chapter 12 Laws Affecting International Business and Travel 267 Appendix A: Glossary 289 Appendix B: Answers to Exercises 296 Index 298 iii This page intentionally left blank CONteNts New to the Sixth Edition xi Foreword xii Preface xiii About the Authors xiv Chapter 1 THE NAtURE OF IntERcULtURAL COMMUnicAtiOn 1 Globalization, Glocalization, and Grobalization 3 Culture 5 Enculturation 8 Acculturation 9 Ethnocentrism 9 Norms, Rules, Roles, and Networks 10 Subcultures and Subgroups 10 Cultural Intelligence 11 Communication Barriers 12 Intercultural Constructs 12 Global Mindsets 13 Multinational Management Orientations 14 Terms 17 Exercise 1.1 17 Questions and Cases for Discussion 18 Cases 18 Activities 19 References 19 Chapter 2 UniVERSAL SYStEMS 21 Economic Systems 21 Political Systems 27 World Economics 30 Educational Systems 32 Marriage and Family Systems 37 Social Hierarchies and Interaction 42 Terms 47 Exercise 2.1 47 Exercise 2.2 47 Questions and Cases for Discussion 48 v vi Contents Cases 48 Activities 49 References 49 Chapter 3 COntRAStinG CULtURAL VALUES 51 Values 51 Semantic Differences 54 Attribution and Perception 55 Attitudes Toward Women 56 Work Attitudes 58 Attitudes Toward Ethics 60 Religious Influences 62 Individualism and Collectivism 64 Terms 69 Exercise 3.1 69 Questions and Cases for Discussion 70 Cases 70 Activities 71 References 71 Chapter 4 CULtURAL SHOcK 73 Stages of Cultural Shock 76 Alleviating Cultural Shock 78 Aspects of Cultural Shock 83 Relationships and Family Considerations 85 Public and Private Self 85 Terms 87 Exercise 4.1 87 Exercise 4.2 88 Questions and Cases for Discussion 88 Cases 89 Activities 90 References 90 Chapter 5 LAnGUAGE 92 High- and Low-Context Language 94 Language Diversity 94 The Language of Numbers 95 Informal and Alternative Languages 96 Contents vii Forms of Verbal Interaction 97 Linear and Nonlinear Language 98 Vocabulary Equivalence 99 Parables and Proverbs 100 Conversation Taboos 101 Nature of Language 103 Translation Problems 104 Interpreter Use 105 Host Language 107 Thought 108 Language and Culture Interaction 110 Terms 112 Exercise 5.1 112 Questions and Cases for Discussion 112 Cases 113 Activities 114 References 114 Chapter 6 ORAL AnD NOnVERBAL COMMUnicAtiOn PAttERnS 116 Thought Patterns 116 Paralanguage 117 Chronemics 117 Proxemics 120 Oculesics 121 Olfactics 122 Haptics 123 Kinesics 125 Chromatics 129 Silence 130 Nonverbal Leakage 130 Objects, Signs, and Symbols 131 Terms 137 Exercise 6.1 138 Exercise 6.2 138 Questions and Cases for Discussion 138 Cases 139 Activities 140 References 140 viii Contents Chapter 7 WRittEn COMMUnicAtiOn PAttERnS 142 International English 142 Writing Tone and Style 144 Letter Formats 146 Facsimiles (Fax) 154 Electronic Mail (E-Mail) 154 Résumé and Job Search Information 156 Terms 160 Exercise 7.1 160 Questions and Cases for Discussion 161 Cases 161 Activities 162 References 163 Chapter 8 GLOBAL EtiQUEttE 164 Introductions, Greetings, and Handshakes 165 Business Card Exchange 167 Position and Status 168 Electronic Communication Etiquette 170 Dining Practices 171 Tipping 173 Gift Giving 174 Travel Etiquette 177 Terms 183 Exercise 8.1 183 Questions and Cases for Discussion 183 Cases 183 Activities 184 References 185 Chapter 9 BUSinESS AnD SOciAL CUStOMS 187 Verbal Expressions 188 Male/Female Relationships and Workplace Equality 190 Humor in Business 191 Superstitions and Taboos 192 Dress and Appearance 193 Customs Associated with Holidays and Holy Days 195 Office Customs and Practices 199 Customary Demeanor/Behavior 200 Contents ix Bribery 201 Special Foods and Consumption Taboos 202 Terms 206 Exercise 9.1 206 Questions and Cases for Discussion 206 Cases 207 Activities 207 References 208 Chapter 10 IntERcULtURAL NEGOtiAtiOn PROcESS 210 Steps in the Negotiation Process 211 Mistakes Commonly Made During Negotiations 214 Intercultural Negotiation Models 215 Negotiation Strategies 218 Trade Agreements 222 Negotiation Styles 226 Terms 232 Exercise 10.1 232 Questions and Cases for Discussion 233 Cases 233 Activities 234 References 235 Chapter 11 IntERcULtURAL NEGOtiAtiOn COMpOnEntS 237 Cross-Cultural Negotiation Components 237 Stereotypes That Affect Intercultural Negotiations 246 Comparative Negotiation Styles 246 Characteristics of Effective Negotiators 246 Importance of Protocol in Intercultural Negotiations 248 Group versus Individual Orientation 250 Face-to-Face Strategies 251 Role of the Media 251 Personal Constructs 252 Terms 258 Exercise 11.1 258 Questions and Cases for Discussion 259 Cases 259 Activities 260 References 265 x Contents Chapter 12 LAwS AFFEctinG IntERnAtiOnAL BUSinESS AnD TRAVEL 267 Home-Country and Host-Country Laws 268 International Law 270 Contracts 271 Global Patents 273 Nonwritten Law 274 Ethics and the Law 274 International Travel and Law 276 Country-Specific Travel Tips 278 Terms 285 Exercise 12.1 285 Exercise 12.2 286 Questions and Cases for Discussion 286 Cases 286 Activities 287 References 288 Appendix A: Glossary 289 Appendix B: Answers to Exercises 296 Index 298 NeW tO tHe SiXtH EditiON! • Updating of all information presented in the fifth edition to reflect changes that have taken place in the various countries identified. More recent editions of books cited in the fifth edition are used, as well as recent journal articles. • Expansion of country-specific information in all chapters so that students have a broader knowledge of life in specific cultures. Emphasis is on the top 10 countries with which the United States conducts­ the majority of its international trade. Since the fifth edition, Brazil and Singapore replaced France and Taiwan in the top 10 countries. • Addition of sidebars and activities to selected chapters. • Addition of section on objects, signs, and symbols to chapter 6. • Expanded coverage of ethics in chapter 3 and of gender/women’s issues in chapters 8 and 11. • Addition of test questions to Instructor’s Manual, as well as a suggested course syllabus for offering a course in International Business Communication during a summer session. xi FOReWORd With the globalization of the world economy, it is imperative that managers, both present and future, be sensitive to differences in intercultural communication. Professors Lillian H. Chaney and Jeanette S. Martin have done an admirable job in addressing a broad range of issues and skills that are crucial to effective intercultural encounters. In the book, the most significant issues pertaining to cross-cultural interaction are covered: culture, intercultural
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