Module 1
How does greater diversity allow for greater creativity?
- existence of divergence of ideas - ability to avoid groupthink
What is the main terminology concern with the phrase 'culture shock'?
- implies something that is immediate and sudden
Describe Relationship Orientation.
- most interaction focus on goal of cultivating goodwill and reinforcing feelings of interdependence and mutual obligation - socializing outside of work important to building relationship
How much of communication is cultural?
All of it! All communication is cultural
Describe the Honeymoon stage of Cross-Cultural Adjustment.
- first 3 months - enthusiasm and fascination to be abroad - friendly but superficial contact with locals
What are the 2 performance determinants of team effectiveness?
- team management - allocation of task type
What is diversity?
Introduces conflicting group norms, practises and expectations, among other differences.
Describe the Culture Shock stage of Cross-Cultural Adjustment.
- 4-6 months - frustration and anxiety resulting from language, values and behavioural differences - compatriot contact is sought
What are the 8 selection criteria for international assignee's? aka what criteria should HR consider?
- EQ - CQ - candidate's motivation (beyond career and compensation) - extroversion (more inclined to develop networks) - family's view and fit - international experience (some experience more relevant than others) - language proficiency - stress tolerance (ability to manage stress)
Why is it important to brief interpreters/translators ahead of time, and what is the best practise for this action-step?
- IB meetings involve complex material - provide written material as far ahead of the meeting as possible
When and how can stereotypes by effective (5 ways)?
- accurate - consciously held - descriptive, not evaluative (recognize without judging) - first best guess (only used when no other info available) - modifiable
Describe the Adjustment stage of Cross-Cultural Adjustment.
- after 6 months - improvement of language skills, dealing with new environment and attitude towards local culture
Describe Low Context culture and provide an example.
- bulk of the message in the words - non-verbal cues exist but are given less emphasis - focus on actual words when receiving messages --> tend to overlook non-verbal signals e.g. most Western European countries
Why is it important to write difficult to interpret info for interpreters/translators, and what is the best practise for this action-step?
- clarity critical given a simple error can be costly - write info in explicit and complete format
Describe how to Not Obsess Over Culture in managing MCT teams for success.
- culture is not always a factor in differences --> take care not to label/compartmentalize individuals - don't get hung up on how individual is supposed to act in accordance with their culture
Why should international assignees ask questions and avoid statements to enhance their local credibility?
- demonstrate openness and eagerness to learn - lessens chance of appearing ethnocentric
What are some challenges that may arise from differences in Direct Communication and Indirect Communication cultures?
- direct culture member likely to view indirect culture member as inarticulate, lacking confidence or being deceitful - indirect culture member likely to view direct culture member as being insensitive and ill-mannered
Describe how to Be Positive and Confident in managing MCT teams for success.
- don't underestimate how much experience you actually have
Describe how to Elicit Ideas in managing MCT teams for success.
- establish communication protocols clearly understood by all members --> some cultures provide open, unfiltered individual opinions, some more reserved e.g. limit most vocal members, insist obligatory gap between member's comments
What is ethnocentrism?
- evaluation of other cultures according to preconceptions originating in the standards and customs of one's own culture - belief that your way is the best way
Why is it important to check the work of an interpreter/translator, and what is the best practise for this action-step?
- even highest quality translation will not always be perfect - use back-translation
Describe Task Orientation.
- expect people to 'get down to business' quickly - view dedication to completing tasks as measure of respect, professionalism, willingness to be part of team --> relationships are built by proving you can get things done
Describe Informal Communication and provide an example.
- extent to which formality is kept in check/formality reserved for fewer situations - tend to move quickly to using given names - less inclined to using title/rank when addressing someone
What is the evidence for the Divergence vs. Convergence Argument?
- firms growing more structurally similar - effect of culture, however, more evident at individual level of personal behaviour than organizational level
What is stereotyping?
- form of categorization that organizes our experience and guides our behaviour towards various groups in society
What is race?
- group of persons related by common descent or heredity - arbitrary classification of humans based on physical characteristics tied to genetic markers - considered hardware
What are some challenges that may arise from differences in Informal Communication and Formal Communication cultures?
- informal culture member may unintentionally come across as rude to member of formal culture - person from formal culture may unintentionally keep informal culture member at a distance/suggest situation is more serious than it is e.g. suggesting a meeting in an office setting
Why is it important to provide additional breaks for interpreters/translators, and what is the best practise for this action-step?
- interpreting tiring --> alertness requires additional rest - provide at least double # of breaks normally required
Why should international assignees not focus on the problems as a way to enhance their local credibility?
- lessens chance of appearing ethnocentric - encourages others to engage with you and share insight
Why is it important to take extra care when joking through an interpreter/translator, and what is the best practise for this action-step?
- may not translate well/be offensive - keep sense of humour but avoid sensitive topics
Describe how to Understand Differences in managing MCT teams for success.
- minimize parochialism - every member should understand preferences/practises of culture represented in team (differences are more difficult to deal with later on)
What are the 5 ways HR can prep an international assignee for their assignment? Why?
- multiple meeting with repats (to provide insight and discuss key issues) - identify suitable home and host country mentors (support team) - host country visit, if justified by length of assignment (make more informed decision and reduce stress levels) - language training (establishing goodwill and managing culture shock) - mandatory cross-cultural training
Describe the degree to which direct communication is used across cultures.
- needed and used at times in all cultures - degree to which and situations in which it is used vary greatly --> certain 'level' of directness in different cultures
What are the symptoms of groupthink?
- overestimating team's power and morality - closed-mindedness - pressures toward uniformity
Why is it important to not talk excessively through an interpreter/translator, and what is the best practise for this action-step?
- overwhelms interpreter/undermines ability to build relationship with counterpart - have interpreter stand behind you and speak directly to counterpart
Describe Indirect Communication/Cultures.
- ppl approach problems through subtle hints, vague references, general statements - believe direct statements make them look rude - inclined to believe such statements could hurt recipient/cause loss of face
Briefly explain the mechanics of stereotyping.
- programmed to anticipate, categorize and stereotype otherwise we would be mentally overwhelmed - the unseen can be 'tamed' when identified
Describe how to Be Inclusive in managing MCT teams for success.
- refer to team as 'our team' - ensuring all members invited to team meetings - asking for questions/opinions of others - listening during discussion, letting others finish when speaking - sharing stories with each other --> through sharing stories we find ways to belong - ensure all team members have been assigned to tasks --> doing so conveys ownership, trust
Describe Direct Communication/Cultures.
- sign of respect/professionalism to speak clearly and leave no room for misinterpretation - 'straight shooter' has positive connotation - 'beating around the bush' has negative connotation
Describe how to Actively Learn and Teach in managing MCT teams for success.
- strive to see past own cultural blinders, accept ambiguity and suspend judgement - be active in familiarizing others with own culture - exhibit cultural sensitivity
Describe how to Address and Be Creative with Conflict in managing MCT teams for success.
- teams should immediately discuss conflict before it grows into something larger - utilize cultural bridges if bred from culturally-based differences - focus on superordinate goals
Provide some examples of Formal Communication.
- tend to be uncomfortable using given names - tend to use title/rank when addressing someone
Describe High Context Culture and provide an example.
- tend to scan for meaning across many different communication channels - message framed by setting in which conversation is being conducted, relationship b/w parties, broader organizational/social context e.g. India
Why do the most effective global managers often experience the most culture shock?
- they tend to immerse themselves in the local culture - but are able to effectively manage culture shock
Describe the Mastery stage of Cross-Cultural Adjustment.
- timeline varies greatly - acceptance of local cultures and customs
How can managers limit parochialism and ethnocentrism?
- understand that recognition is not the same as judging - make a conscious effort to recognize cultural diversity without judging it
Describe how to Build Bonds in managing MCT teams for success.
- understanding of differences not automatic --> need to build rapport and bonds with each other e.g. social events where members can interact in casual settings
What is parochialism?
- viewing the world solely through one's own cultural perspective - being blind to cultural differences
Does American and Canadian culture encourage parochialism? Why or why not?
- yes - repeated messages not to place others into groups - see people only as individuals
What are the 9 ways to manage MCT's for success?
1. Actively Learn and Teach 2. Address and Be Creative with Conflict 3. Be Inclusive . 4. Be Positive and Confident 5. Build Bonds 6. Elicit Ideas 7. Establish Trust 8. Understand Differences 9. Do Not Obsess over Culture
What is the process of developing Cross-Cultural Competency?
1. Awareness - increased awareness of one's own cultural competency 2. Respect - appreciate cultural differences 3. Reconciliation - resolve differences, integration and adaptation
What are the 6 key ways to assist interpreters/translators?
1. Brief them ahead of time. 2. Provide additional breaks 3. Write difficult to interpret info 4. Take extra care when joking 5. Do not talk excessively 6. Check the quality of their work
What are the 6 Key Assessment Criteria for International Assignee Selection? aka, what criteria should potential assignee's consider?
1. Career Development - to what extent will the assignment either hinder or benefit your career? 2. Compensation - what are the financial benefits and costs of the assignment? 3. Characteristics of Job - do you find the job that you will hold during the assignment interesting? 4. Interest in Living and Working Abroad - are you interested in living and working abroad (e.g. experiencing other cultures, learning new language) 5. Interest in Host Country and Culture - are you interested in/a good fit for the host country and culture? e.g. living environment, cultural distance 6. Family's Fit and View - are family members interested in and fit with host country and culture?
What are the 6 Key Assignee Initiatives for Culture Shock Management?
1. Stability Zones - provide feeling of home country/provide temporary escape to deal with stresses in local culture e.g. home-country themed pub/restaurant 2. Language Study - enhances communication w/ locals and ability to identify cultural differences 3. Stress Reduction Tactics - reducing culture shock-driven stressors makes one better able to manage them on continual basis e.g. yoga, meditation, art classes 4. Journal Keeping - enhances ability to anticipate and deal w/ differences that would otherwise cause culture shock 5. Problem Solving Tactics - " e.g. proactive measures/actively developing techniques to manage cultural differences 6. Compatriot Use - valuable opportunity to gain insight, guidance and support that can be used to manage culture shock
What are the 3 trust-related factors that affect Trust Development in managing MCT teams for success.
1. Team Purpose and Access - degree of clear, compelling direction --> provides common interest that spans backgrounds 2. Team Membership - trust more likely when members are culturally intelligent, have global dexterity, possess skills needed for team's tasks 3. Team Protocols and Norms - incorporate practises from different cultures, rather than defaulting to the norms of a single culture
What 2 types of cultural translators should international assignees interact with?
1. assignee with lots of local experience in host country --> serve as affective guide 2. native with lots of experience working with assignees --> have local insights and connections
What are 5 tools international assignee's can use to enhance their local credibility?
1. identify at least 2 cultural translators 2. develop and share entry plans 3. go to the front lines right away 4. ask questions, avoid statement 5. do not focus on the problems
Who should international assignee's share their entry plans with? Why?
1. local HR staff 2. new host country boss 3. home country boss - all 3 must understand what assignee is trying to achieve so they can assist them properly
What are some challenges that may arise from differences in High Context and Low Context culture?
1. low-context member may feel they are communicating specific statement, while high-context may infer unintended messages 2. high-context member feels they are sending deep/detailed message, while low-context member only picks up on spoken words
How does a firm increase the likelihood of the loyalty of their interpreter/translator?
1. paid for by firm - counterparts paying for services increases likelihood of leaks to them 2. in-house employee - enhances dedication to company
What are the 2 assumptions of the Cross-Cultural Competency development process?
1. people must understand own cultural values and beliefs before they can develop an appreciation/respect for cultural differences 2. cultural understanding and appreciation precedes abilities to reconcile, integrate and adapt cultural differences
How does a firm increase the likelihood of the competence of their interpreter/translator?
1. professionally trained - certification: more to translating than just fluency 2. technically experienced - understands jargon/practises
What is the Divergence Argument?
= asserts that management practises and organizational processes are remaining the same or becoming more distinct across cultures - less than 1/10th of world is truly globalized - vast majority of multinational organizations remain regional - globalization has seen disintegration of multicultural entities (e.g. Soviet Union) and founding of new countries (e.g. Kosovo) along cultural/ethical lines --> enhanced interactions make us more aware of our own cultural values/practises
What is the Convergence Argument?
= based on belief that trends of globalization erode cultural diversity and lessen local identities - as people/companies increasingly interact across boundaries, processes shift in direction that makes them more similar to one another
What is a coconut culture? (Definition and description).
= more closed off with strangers and acquaintances - exhibit hard exterior that is more difficult to breakthrough - however, after initial interaction there is soft interior that is hit --> easier to progress long-term - often suspicious of behaviours of peach members
What is groupthink?
= team members striving for consensus while setting aside personal beliefs in order to adopt the opinion of others
What is a peach culture? (Definition and description).
= tend to be friendly with strangers and acquaintances - exhibit soft exterior that is easy to breakthrough - however, after initial interaction there is 'hard interior' that is hit --> movement forward more challenging
Trompenaar's
Achievement vs Ascription Sequential and Synchronous Specific vs Diffuse Universalism vs Particularism Neutral vs Affective Inner vs Outer = high or low
What is the difference between Achievement and Ascription (definitions)?
Achievement: ppl base worth upon performance and merit - respect for earned accomplishments Ascription: ppl believe you should be valued for who you are - power, title and position matter - respect for ascribed or inherited status
What is the difference between Neutral and Affective (definitions)?
Affective: ppl want to find ways to express their emotions at work and in social situations - welcome and accepted to show emotions Neutral: ppl make great effort to control their emotions - reason influences actions more than feelings
What is cultural sensitivity?
Awareness of caring about another individual's culture
What are the 4 components of the Wheel of Cultural Intelligence/CQ Wheel?
CQ Drive - interest and confidence to adapt to multicultural situations CQ Knowledge - understanding about how cultures are similar and different CQ Strategy - awareness and ability to plan for multicultural interactions CQ Action - ability to adapt when relating and working across cultures
What is national culture?
Dominant culture within the political boundaries of the nation state
How can individuals increase Cross-Cultural Competency?
Education Experience Reflection Openness Feedback
Hofstede
Femininity vs Masculinity Long Term vs Short Term Indulgence and Restraint Individualism vs Collectivism Power Distance Uncertainty Avoidance = assigned values
What are superordinate goals?
Goals that require the cooperation of two or more people or groups to achieve
What is the difference between High Uncertainty Avoidance and Low Uncertainty Avoidance (definitions)?
High Uncertainty Avoidance: ppl likely to feel uncomfortable in uncertain and ambiguous situations - welcome rules for guiding behaviours and attitudes - tend to believe in absolute truth ppl w/ high perceived expertise Low Uncertainty Avoidance: ppl likely to thrive in uncertain and ambiguous situations - tend to resist having too many rules/policies - more likely to accept relativity in beliefs and values
What are the 4 stages of Cross-Cultural Adjustment?
Honeymoon Culture Shock Adjustment Mastery
What is the difference between Individualism and Collectivism (definitions)? How does this affect decision-making?
Individualism: ppl believe that the individual is more important - decision based on individual needs and interests Collectivism: ppl believe group is most important and exhibit primary loyalty to the group - decision based on what is best for the group
What is the difference between Indulgence and Restraint (definitions)?
Indulgence: ppl allow relatively free gratification of basic and natural human drives related to enjoying life and having fun Restraint: ppl suppress gratification of needs and regulate it by means of strict social norms
What is the difference between Informal and Formal Cultures (definitions)?
Informal: informal communication Formal: formal communication
What is the difference between Internal Direction and Outer Direction (definitions)?
Internal Direction: ppl believe that they can control nature or their environment to achieve goals Outer Direction: ppl believe that nature or their environment controls them - must work with it to achieve goals
Why is culture often referred to as the 'software of the mind'?
It is a shared mental program that controls individuals responses to their environment. - shared by (almost) all members of social group - learned through interactions with social environment - organized system of values, attitudes, beliefs, behaviours
What is the difference between Long-Term Orientation and Short-Term Orientation (definitions)?
Long-Term Orientation: future orientation - ppl encourage pragmatism Short-Term Orientation: past and present orientation - preference to honour time-honoured traditions and norms/view societal change w/ suspicion
What is the difference between Low context and High Context (definitions)?
Low Context: language is used to communicate a message and verbal communication is expected to be explicit and unambiguous High Context: most of communicated information is derived from physical context or behaviours of the communicator
What is the difference between Low Power Distance and High Power Distance (definitions)?
Low Power Distance: ppl expect that power is distributed rather equally - likely to accept that power is distributed to less powerful individuals High Power Distance: ppl expect and accept inequality and steep hierarchies - high respect for authority, resulting centralized power, acceptance of autocratic authority and direct supervision
What are cultural bridges?
Members that have experience in all of the cultures of the conflicting parties
What is the difference between Specific and Diffuse (definitions)?
Specific: ppl keep work and personal lives separate Diffuse: see an overlap b/w work and personal lives
What is the difference between Synchronous Time and Sequential Time (definitions)?
Synchronous Time: see past, present and future as interwoven periods - view plans and commitments as flexible Sequential Time: ppl like events to happen in order - place high value on punctuality, planning and staying on schedule
What is the difference between Task Orientation and Relationship Orientation (definitions)?
Task Orientation: people view communication as opportunity to exchange information in order to accomplish a task Relationship Orientation: conversations are first and foremost an opportunity to enhance a relationship
What is communication?
The act of transmitting messages Can be misinterpreted even when individuals are speaking the same language
What is back-translation?
Translation of target document back to original source language.
What is the self-reference criterion?
Unconscious reference-point of one's own cultural values --> view the world through our own cultural lens
What is the difference between Universalism and Particularism (definitions)?
Universalism: ppl place high importances on laws, rules, values and obligations - try to deal fairly with ppl based on these rules - rules come before relationships Particularism: ppl believe that each circumstance and each relationship dictates rules to live by - responses to situations may change based on what's happening in the moment and who's involved
What is Invisible Culture?
basis for all values and beliefs
What is the greatest asset of a multicultural team?
diversity --> can lead to fracturing but also great reward
What are the 5 components of EQ?
empathy self-awareness motivation social skills self-regulation
What are the 2 key criteria for interpreter/translator selection?
loyalty competence
What is Surface Culture? Provide an example.
observable e.g. food, clothing, architecture, customs, body language
What are the 3 national variable drivers of culture?
political system legal system economic system
What are the 3 sociocultural variable drivers of culture?
religion language education
What are the requirements for routine task types? Innovative task types?
repetition innovation
What are the selection process dangers in selecting an international assignee? How can they be mitigated?
subjectivity - use objective measures (tests, scales) overlooking soft skills - do not overly emphasize technical skills and home country performance --> does not guarantee same performance levels elsewhere
What is the most important characteristic of top performing MCT teams?
trust
What practises should a host country mentor follow to support an international assignee?
validate - aid assignee with local difficulties evaluate - be evaluated on performance as mentor --> ensures task is taken seriously communicate - keep assignee informed of local initiatives
What practises should a home country mentor follow to support an international assignee?
validate - find assignee suitable post-assignment position evaluate - be evaluated on performance as mentor --> ensures task is taken seriously communicate - keep assignee informed of home country changes be senior member - stand up for assignee during political struggles in home office represent - voice assignee's interests --> prevents 'out of sight, out of mind' mentality
What is Hidden Culture? Provide an example.
views e.g. philosophy, religion, values
Can stereotypes ever be effective?
yes, if they are used to describe the norms for a particular group, not individual behaviour
