Intercultural Communication
Markus Schwarz, a well-respected and successful executive in Export for a medium-sized German cosmetic
manufacturer, has just returned from a business trip in Japan. His colleague Georg Morgen, enquired about the
sales negotiations:
Morgen: How did the negotiations go? Could you use your Janpanese?
Schwarz: The Japanese was no problem, but the negotiations didn‘t go as well as I had expected.
We had to bring our prices down.
Morgen: What happened? Were they hard negotiators?
Schwarz: Well, I proposed our starting price and Mr Tung didn‘t say anything.
Morgen: Nothing?
Schwarz: He just sat there looking very serious. After a view seconds of silence, I thought my price was probably
totally unrealistic and therefore I reduced the price.
Morgen: And?
Schwarz: Still nothing. But he looked a little surprised. So I brought it down to our last offer and just waited. I
couldn‘t go lower.
Morgen: What did he say?
Schwarz: Well, he was quiet for about a minute and then he agreed.
Morgen: Well, at least we‘ve got the deal. You should be pleased.
(Butscher S., 1997)
What happened in this case study?
• The preparation on this business trip to Japan only dealt with language
• The two parties had different approaches to negotiating
• There was a deal- versus relationship orientation in the discussion
• There have been different behavioral expectations from the counterpart
• There was misinterpretation of the body language, the glances and the silence
Which Intercultural Communication differences have an impact on intercultural encounters?
Who would benefit from this workshop?
This workshop is meant to support anyone who works with people from different cultures, e.g.:
• With international suppliers,
• selling products or services in international markets
• servicing international guests,
• as an employee or executive for an international subsidiary or headquarters abroad,
• as a member of an international team
• etc.
This workshop offers the following topics:
• Verbal communication
• Non-verbal communication
• Steering the communication
• Causes of misunderstandings
• Dealing with disturbances and irritation
Verbal Communication:
• Dealing with language difficulties
• Direct and indirect speech
• Formal und informal communication
• Volume und modulation
• Speed
• Overlap and interruption
• Accentuation
• Breaks, meaning of silence
Non-verbal Communication
• Business dress code
• Body language (gestures and facial expressions)
• Physical contact, glances, eye contact
• Extrovert and reserved cultures
• Dealing with space and time
Steering the Communication:
• Business dress code
• Body language (gestures and facial expressions)
• Physical contact, glances, eye contact
• Extrovert and reserved cultures
• Dealing with space and time
Causes of Misunderstandings:
• Different expectations e.g. deal orientated vs relationship orientated
• Differences in perception
• Different interpretation of situation or behaviour
• “English is not always Englishâ€
• Humour
• Different expectations e.g. deal orientated vs relationship orientated
• Conflict as an opportunity
• Active listening
• Checking understanding and clarifying
• Pacing and leading
• I-Messages
With the Workshop you have the choice:
• Of either taking part in an open seminar (max. 10-15 participants)
• Or booking a workshop exclusively for employees of your company
• Focused on one specific culture or in a multicultural context
• All seminars in German or English language
• Duration: 1- 3 days
Please contact us:
contact@global-bridge.com
Tel.:+ 49 (0)89-590 438 20