Business Communications

What describes a successful intercultural communicator?

Someone who is aware of values and beliefs, sensitive to differences, and flexible in adapting behavior.

What is ethnocentrism?

Assuming one’s own culture is the norm and judging others by it.

Why can stereotypes be harmful?

They oversimplify cultural differences and can be as damaging as ignorance.

What is intercultural competence?

The ability to communicate effectively with people from other cultures by adapting to their expectations.

What is global agility?

The ability to relax customary procedures and adapt behavior across cultures (not copying or losing identity).

What is a high-context culture?

Most information is inferred from relationships and social context.

What is a low-context culture?

Most information is explicitly stated in words.

High-context cultures value what most?

Relationships

Low-context cultures value what most?

Clarity, detail, and explicit wording.

Which communication style fits high-context cultures?

Indirect, polite, heavy use of nonverbal cues.

How does diversity relate to business success?

Companies with higher diversity tend to capture more of their market.

What does embracing diversity mean?

Acknowledging differences in experience—not being “color-blind.”

Diversity in business communication is influenced by what three cultures?

National, personal, and organizational culture.

Which matters more—verbal or nonverbal communication?

Nonverbal (people tend to believe what they see).

What are key nonverbal cues?

Eye contact, facial expressions, gestures, personal space, touch, time.

What do U.S. communicators focus on when interpreting emotion?

The mouth.

In some cultures, what does prolonged eye contact show?

Anger or aggression.

Best writing strategy for international audiences?

Use formal word choice and avoid idioms.

What language is the global lingua franca?

English

Why avoid idioms?

They don’t translate well across cultures.

What is you-attitude?

Focusing on the audience’s needs and perspective, not yourself.

In positive situations, which pronoun is preferred?

You

In negative situations, what should you avoid?

Using “you” and assigning blame.

How do you protect the audience’s ego?

Use passive voice or impersonal phrasing.

What should you NOT do with you-attitude?

• Talk about your feelings

• Predict audience reactions

• Emphasize your effort or generosity

How should negative information be presented?

Justified, given once, and placed in the middle of the message.

How do you de-emphasize bad news?

Embed it in a paragraph instead of highlighting it.

When should positive emphasis NOT be used?

Layoffs

Example of positive emphasis?

Stating what is offered instead of what is not.

What is a communication channel?

The means used to convey a message

When is oral communication best?

Building consensus.

Best channel for detailed information to many people?

Written communication (email, report).

Best email practice?

Never write anything you wouldn’t want your employer to see.

Preferred tone in business writing?

Businesslike but friendly.

Lowest level of politeness?

Direct commands(e.g., “Attend the meeting tomorrow.”)

When should you be most polite?

When asking for something that inconveniences the audience.

What are the steps of the communication cycle?

Sender → encodes message → channel → receiver decodes → feedback

What is noise?

Anything that interferes with understanding.