International/Intercultural Communication in the Global WorkplaceThe Importance of CultureCultural ValuesCultural NormsEthnocentrismUnderstanding Culture: Hofstede’s Value Dimensions ModelGeert Hofstede’s Value DimensionsPower DistanceSlide 10Individualism-CollectivismSlide 12Slide 13Masculinity/FemininityMasculinity-FemininitySlide 16Uncertainty AvoidanceSlide 18Slide 19Putting it all together: There are real cultural differences!Implications for ManagersDeveloping Cultural IntelligenceThe case of Euro DisneyOrganizational BackgroundDisney’s International ExpansionSlide 26France it is!Euro Disney opened on April 12, 1992The Euro Disney ExperienceWhat did Disney do incorrectly when expanding to Paris?Attempts to AdaptProblems in FranceEuro Disney Dress CodeMore ProblemsWhat did Disney do wrong?U.S. versus France Lessons LearnedInternational/Intercultural Communication in the Global WorkplaceReady for the WorldThe Importance of Culture•Culture is the shared values, norms and beliefs among members of a society•Culture plays an important role in efficient and effective organizational communication.Cultural Values•Values are the commonly accepted standards of what is:•Values are learned, relatively enduring, emotionally charged, moral conceptualizationsCultural Norms•Accepted behaviors within a culture•The customary rules of behavior that coordinate our interactions with others –e.g., eye contact"Culture is more often a source of conflict than of synergy. Cultural differences are a nuisance at best and often a disaster." ~Geert Hofstede’sEthnocentrism •is the tendency to look at the world primarily from the perspective of one's own culture•is the belief that one's culture is the most important and/or that some or all aspects of its culture are superior to those of other groupsUnderstanding Culture: Hofstede’s Value Dimensions Model•Geert Hofstede, born in 1928 in the Netherlands, is an influential Dutch social psychologist and anthropologist•Developed a framework for assessing and differentiating national cultures and organizational culturesGeert Hofstede’s Value DimensionsUncertainty AvoidancePower Distance Masculinity-Femininity Individualism-CollectivismPower Distance•The degree to which a culture believes:–how institutional and organizational power should be distributed (equally or unequally)–how the decisions of the power holders should be viewed (challenged or accepted)•People in high power distance cultures are much more comfortable with a larger status differential.Power Distance•Dealing with Power Distance:–You need to talk with your supervisor at work about a task.–Do you:•make an appointment and wait to hear back?•go to your supervisor’s office and knock on the door and ask to talk?•“strategically” run into your supervisor in the hallway and ask your question at that time?Individualism-Collectivism•The degree of interdependence a society maintains among its members– is the focus the “I” or the “We”Individualism-Collectivism•Members in individualistic cultures tend to:–look out for themselves & their immediate family –value self-expression among individuals–speak directly or use confrontational strategies when dealing with interpersonal problems•Member in collectivistic cultures tend to:–be group-oriented;–take care of each other and expect loyalty–Use avoidance, intermediaries, or other face-saving techniques when dealing with conflictIndividualism-Collectivism•Dealing with Individualism-Collectivism:–You have been working very hard to complete a task at work. The success of your work will not only positively impact you but also your entire work group.–Do you:•want the rewards for yourself?•want the rewards to be shared with your group?Masculinity/Femininity•What motivates people: wanting to be the best or liking what you do?Masculinity-Femininity•A Masculine culture values:–Competition & assertiveness–Achievement –Success defined as who “wins”–The acquisition of wealth•A Feminine culture values:–Caring for others–Standing out in the crowd is not admirable–Social support systems –Success defined as quality of lifeMasculinity-Femininity•Dealing with Masculinity – Femininity:–Your immediate supervisor is Swedish and there is a conflict in the office.–Should you expect your supervisor to engage in:•collaboration?•competition?Uncertainty Avoidance •The extent to which members of a culture feel threatened by ambiguous, uncertain situations and try to avoid them by establishing more structureUncertainty Avoidance •High scores= low tolerance for ambiguity. –not comfortable with the unknown•Low scores= a high tolerance for uncertainty and ambiguity–more comfortable with the unknown–a belief in accepting and encouraging dissenting views among members, –interest in taking risks, trying new things.Uncertainty Avoidance •Dealing with Uncertainty Avoidance:–You need more information in order to be successful in completing a task at work.–Do you:•ask your supervisor or a coworker?•Observe others and “wing-it?”•not ask anyone and hope that your intuition is correct?Putting it all together: There are real cultural differences! US Japan Arab WorldFreedom Belonging Family SecurityIndependence Group Harmony Family HarmonySelf-Reliance Collectiveness Parents as GuideEquality Age/Seniority AgeIndividualism Consensus AuthorityImplications for Managers–Centralized vs. Decentralized decision making–Safety vs. risk–Individual vs. Group rewards–Informal vs. Formal procedures–High vs. Low organizational loyalty–Cooperation vs. Competition–Short-term vs. Long-term horizons–Stability vs. Innovation•Cultural intelligence – ability to use reasoning and observation skills–Culturally flexible–Adapt to new situations•Managers must study the culture and learn•Cognitive, emotional, and physical intelligenceDeveloping Cultural Intelligence22Copyright ©2012 by South-Western, a division of Cengage Learning. All rights reserved.The case of Euro Disney•The history of The Walt Disney Company–Founded on October 16, 1923.–Walt Disney Productions established itself as a leader in the American animation industry before diversifying into live-action film production, television and travel. –The Walt Disney Company has expanded into theatre, radio, publishing and online media.Organizational