5.4 Cultural Diversity in Business Communication

Front

What determines a 'comfortable speaking distance'?

Back

Cultural background

Front

Why is understanding cultural diversity important in customer service?

Back

It prevents confusion and frustration.

Front

What is the best definition of culture according to Trompenaars and Hampden-Turner?

Back

Culture is the way people resolve dilemmas.

Front

Why is being aware of cultural diversity important in eCommerce?

Back

Because customers can come from all over the world.

Front

What is one of the most relevant dimensions for customer service according to the text?

Back

Neutral vs Emotional Cultures

Front

How are emotions viewed in 'neutral' cultures?

Back

As a distortion of reasoning

Front

What is the perception of emotions in 'emotional' cultures?

Back

They are seen as what makes us human.

Front

How do customers from emotional cultures typically express their feelings?

Back

They freely share their emotions

Front

Which cultures are considered to be more emotional according to "Riding the Waves of Culture"? Options: Japanese, British; Netherlands, Mexico, Italy, Spain; USA, Canada; China, India

Back

Netherlands, Mexico, Italy, Spain

Front

What should you do when dealing with customers from emotional cultures?

Back

Avoid expressionless behavior