Intercultural Communications How Do Business

Intercultural Communications

How do business protocols differ among cultures? Give specific examples from the readings of variations among at least three cultures.

In Japan, good customer service is a sacred obligation. It is essential to give good service to honor one's country, one's guest (or customer), and for one's own honor. Unlike America, Japanese businesses are often inclined to bestow profuse apologies, even for circumstances beyond their control, like the weather to customers. Jenifer Beer (2003) relates one humorous anecdote "Outside, torrents of water streamed down Hong Kong's streets as the typhoon hit the city. Police recommended that vehicles stay off the streets....Finally the [Japanese] guide came charging full speed up the escalator into the lobby, drenching wet, breathlessly apologizing over and over for the inconvenience he had caused. Not once did he mention that the typhoon had delayed him" (Beer, 2003). He did not mention the weather, because he viewed it as his responsibility to be on time, regardless. Beer also notes: "Japanese tourists, used to prompt service at home, often expect departure time to be exact, down to the minute" (Beer, 2003). Contrast this with many nations in Europe, such as France, Greece, Italy, or Spain, where long and leisurely lunches are the rule, and people expect business meetings to begin late -- something that causes much consternation amongst American businesspeople, who expect a more punctual schedule.

In nations where poor customer service is routine, Americans might expect few apologies, as apologies in America are seldom given in business, for fear of incurring legal liability. However, "when an airline flying to India misplaced Japanese tourists' baggage," they later complained, not just because of the lost bags but because local tour guide reportedly shrugged and said, 'No problem,' as there was no way to fix the problem, and it was not his fault (Beer, 2003). But his Japanese customers were offended, as they expected "sincere apologies and a visible attempt, even if it was obviously futile, to retrieve their luggage" (Beers 2003).

How do cultural values and attitudes influence teaching and learning? Include in your essay examples of how cultural differences in ways of speaking and in nonverbal behavior affect learning in a multicultural environment.

Walk into an American public school and immediately, America's values of individualism are evident. The students are not dressed in uniform. They may be arguing as well as listening to the teacher. They adopt a familiar attitude with the teacher, as if he or she is a friend as well as an instructor. Some of the less committed students may sleep or slouch in the back of the room, while the more enthusiastic students speak without raising their hands.

In contrast, Japan's stress upon developing a cooperative culture is manifest in a school system where, early on, despite its famously competitive nature, "classroom management emphasizes student responsibility and stewardship through emphasis on daily chores such as cleaning of desks and scrubbing of classroom floors. Students are encouraged to develop strong loyalties to their social groups" inside and outside of school ("Education in Japan," 2007) Students are less likely than their American peers to argue with their teachers, and because of the great stress placed upon passing competitive entrance exams, there is more of an emphasis on rote learning, or teaching 'for' tests, rather than engaging in creative learning that lacks a predetermined answer.

In terms of their body language towards their teachers, Japanese students are more likely to sit in their seats, raise their hands, and even outside of the classroom are more likely to accept advice from teachers about personal matters, such as how to speak politely and even matter of hygiene. The greater deference and focus on passing exams, rather than engaging in contentious or individualistic debate is also evident in European education systems. In many European nations, in contrast to Japan, the family rather than the teachers are seen as have the ultimate authority in dictating their children's private lives; however, students are far more inclined when in school to observe a respectful distance between themselves and their teachers, and to defer to their teacher's authority.

Give examples of problems that may arise in a health care setting if a physician does not understand the cultural norms of his or her patient regarding family roles, self-disclosure or openness, and ways of speaking.