卡伦国际企业管理第6版-(26)[]课件.ppt

1、Chapter 2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.13International Negotiation and Cross-Cultural Communication 2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or p

2、osted to a publicly accessible website,in whole or in part.Learning Objectives(1 of 2)Understand the basics of verbal and nonverbal communication that may influence cross-cultural management and negotiation.Describe the basic international negotiation processes from preparation to closing the deal.E

3、xplain the basic tactics of international negotiations.Recognize and respond to“dirty tricks”in international negotiations.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Learning Objectives(2 of 2)Know

4、the differences between the problem-solving and competitive approaches to international negotiation.Identify the personal characteristics of the successful international negotiator.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible we

5、bsite,in whole or in part.International Negotiation International Negotiation:the process of making business deals across cultures;it precedes any multinational project Without successful negotiation and the accompanying cross-cultural communication,there are seldom successful business transactions.

6、As the world becomes increasingly global,companies will need to become adept at such negotiations.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.The Basics of Cross-Cultural Communication(1 of 2)Success

7、ful international negotiation requires successful cross-cultural communication.Negotiators must understand all components of culturally different communication styles,both verbal and nonverbal,including:Subtle gestures of hand and face The use of silence What is said or not said 2013 Cengage Learnin

8、g.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.The Basics of Cross-Cultural Communication(2 of 2)Mistakes often go unnoticed by the communicator,but they can do damage to international relationships and negotiations.Avoid

9、attribution errors Attribution:the process by which we interpret the meaning of spoken words or nonverbal exchanges 2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Language and Culture Language is so ess

10、ential to culture that many consider linguistic groups synonymous with cultural groups.Whorf hypothesis:the theory that a societys language determines the nature of its culture Words provide the concepts of understanding the world;language structures the way we think about it.All languages have limi

11、ted sets of words.Restricted word sets constrain the ability to conceptualize the world.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.High-and Low-Context Languages Low-context Language:people state th

12、ings directly and explicitly,and you need not understand the context.Examples:Most northern European languages including German,English,and the Scandinavian languages High-context Language:people state things indirectly and implicitly.Asian and Arabic languages Communications may have multiple meani

13、ngs depending on the context 2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Exhibit 13.1:Country Differences in High-Context and Low-Context Communication 2013 Cengage Learning.All Rights Reserved.May n

14、ot be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Basic Communication Styles (1 of 2)Other cultural differences in communication can influence cross-cultural interactions&negotiations.Direct Communication:communication that asks questions,states opinio

15、ns,comes to the point and lacks ambiguity Indirect Communication:people attempt to state their opinions or ask questions by implied meaning,believing direct communication is impolite 2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible

16、website,in whole or in part.Basic Communication Styles (2 of 2)Formal Communication:communication that acknowledges rank,titles,and ceremony in prescribed social interaction People in the U.S.are among the least formal in communication,casually using first names,and dispensing with titles.Most other

17、 cultures communicate with more formality,especially in business settings,taking care to acknowledge rank and titles when addressing others.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Exhibit 13.2:Cu

18、ltural Differences in Communication Styles 2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Nonverbal Communication Nonverbal Communication means communicating without words.One may communicate without sp

19、eaking;people gesture,smile,hug,and engage in other behaviors that supplement or enhance spoken communication.Such nonverbal communication includes:Kinesics,proxemics,haptics,oculesics,and olfactics 2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publ

20、icly accessible website,in whole or in part.Kinesics Kinesics means communication through body movements.Every culture uses posture,facial expressions,hand gestures and movement to communicate non-verbally.Most Asian cultures use bowing to show respect.Its easy to misinterpret the meaning of body mo

21、vements in another culture.The safest strategy is to minimize their use.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Proxemics Proxemics focuses on how people use space to communicate.Each culture has

22、 an appropriate distance for various levels of communication;violations of space may be uncomfortable or even offensive.The personal bubble of space may range from 9 inches to over 20 inches.North Americans prefer 20 inches,while Latin and Middle East cultures prefer less.2013 Cengage Learning.All R

23、ights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Haptics or Touching Haptics or touching is communication through body contact,and is related to proxemics.The type of touching deemed appropriate is deeply rooted in cultural values.

24、Generally:No touching cultures are Japan,U.S.,England,and many Northern European countries;Moderate touching cultures are Australia,China,Ireland,and India.Touching cultures are Latin American countries,Italy and Greece.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicate

25、d,or posted to a publicly accessible website,in whole or in part.Oculesics Oculesics refers to communication through eye contact or gazing;the degree of comfort with eye contact varies widely:U.S.and Canada:People are very comfortable and expect eye contact to be maintained for a short moment during

26、 conversations.China and Japan:Eye contact is considered very rude and disrespectful;respect is shown by avoiding eye contact.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Olfactics Olfactics is the us

27、e of smells as means of nonverbal communication.U.S.and U.K:These cultures are uncomfortable with body odors,and may find it offensive.Arabs are much more accepting of body odors,and consider them natural.Negotiators must be aware of these perspectives and accept and adapt to them.2013 Cengage Learn

28、ing.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Using Interpreters The role of an Interpreter is to provide a simultaneous translation of a foreign language.This requires greater linguistic skills than speaking a language

29、 or translating written documents.The Interpreter must have the technical knowledge and vocabulary to deal with technical details common in business transactions.Even if a negotiator understands both languages,its best to have an interpreter to ensure the accuracy and common understanding of agreeme

30、nts.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Tips for the Successful Use of Interpreters (1 of 2)Spend time with the interpreter,so s/he gets to know your accent and general approach to conversati

31、on.Go over technical and other issues with the interpreter to make sure they are properly understood.Insist on frequent interruptions for translations rather than translations at the end of statements.Learn about appropriate communication styles and etiquette from the interpreter.2013 Cengage Learni

32、ng.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Tips for the Successful Use of Interpreters (2 of 2)Look for feedback and comprehension by watching the listeners eyes.Discuss the message beforehand with the interpreter if

33、it is complex.Request that your interpreter apologize for your inability to speak in the local language.Confirm through a concluding session with the interpreter that all key components of the message have been properly comprehended.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied

34、 or duplicated,or posted to a publicly accessible website,in whole or in part.Communication with Nonnative Speakers(1 of 2)Use the most common words with their most common meanings.Select words with few alternative meanings.Strictly follow the rules of grammar.Speak with clear breaks between words.A

35、void sports words or words borrowed from literature.Avoid words or expressions that are pictures.Avoid slang.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Communication with Nonnative Speakers(1 of 2)M

36、imic the cultural flavor of the nonnative speakers language.Summarize.Test your communication success.Repeat basic ideas using different words when your counterpart does not understand.Confirm important aspects in writing.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplica

37、ted,or posted to a publicly accessible website,in whole or in part.International Negotiation International Negotiation is more complex than domestic negotiation.Differences in national cultures,&political,legal,and economic systems can separate business partners.Steps in international negotiation:Pr

38、eparation,building the relationship,exchanging information,first offer,persuasion,concessions,agreement,and post agreement.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Exhibit 13.3:Steps in Internatio

39、nal Negotiations 2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Step 1:Preparation Determine if the negotiation is possible.Know exactly what your company wants.Be aware of what can be compromised.Know

40、the other side.Send the proper team.Understand the agenda.Prepare for a long negotiation.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Cultural Differences in Negotiating Processes(1 of 2)What is the N

41、egotiation goal-signing the contract or forming a relationship?Should you use a formal or informal personal communication style?Should you use a direct or indirect communication style?Is sensitivity to time low or high?What form of agreement-specific or general?2013 Cengage Learning.All Rights Reser

42、ved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Cultural Differences in Negotiating Processes(2 of 2)What is the team organization-a team or one leader?What is the attitude towards negotiation-win-lose or win-win?What is the appropriate emot

43、ional display-high or low emotions?Latin Americans and the Spanish show their emotions through negotiations.Japanese and Germans tend to be more reserved.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.E

44、xhibit 13.4:Cultural Differences in Preference for Broad Agreements 2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Exhibit 13.5:Understanding Negotiators from Other Countries 2013 Cengage Learning.All R

45、ights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Step 2:Building the Relationship At this stage,negotiators do not focus on the business issues,but on social and interpersonal matters.Negotiation partners get to know one another.Th

46、ey develop opinions regarding the personalities of the negotiators,including whether they can be trusted.The duration,importance of this stage vary by culture.U.S.negotiators are notorious in their attempts to get down to business after brief socializing.2013 Cengage Learning.All Rights Reserved.May

47、 not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Step 3:Exchanging Information and the First Offer Parties exchange task-related information on their needs for the agreement,which pertains to the actual details of the proposed agreement.Typically,bo

48、th sides make a formal presentation of what they desire out of the relationship.Then,both sides usually present their first offer,which is their first proposal of what they expect from the agreement.2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publ

49、icly accessible website,in whole or in part.Exhibit 13.6:Information Exchange and First-Offer Strategies 2013 Cengage Learning.All Rights Reserved.May not be scanned,copied or duplicated,or posted to a publicly accessible website,in whole or in part.Step 4:Persuasion In the persuasion stage,each sid

50、e in the negotiation attempts to get the other side to agree to its position.This is the heart of the negotiation process.Numerous tactics are used,but two general types:Standard verbal and nonverbal negotiation tactics,and Some dirty tricks 2013 Cengage Learning.All Rights Reserved.May not be scann