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Trompenaars' Cultural Dimensions tutorial
In Body Language , authors Allan and Barbara Pease analyzed video footage from a business conference. They describe that by fast-forwarding the tapes, couples of Japanese and American businessmen in conversation seemed to be dancing through the room. Every time the American would take a step back to reach a comfortable distance, the Japanese would follow with a step forward to compensate to his idea of talking comfort. This can lead to confusion, annoyance, and frustration. But what is culture, really? The above example of interpersonal distance is actually just a surface scratch. Culture goes deeper. Take as an example the dilemma of equality versus freedom. We can all agree with the idea that all humans should have the same rights and opportunities.
At the same time, we also sympathize with the idea that every human should have the freedom to do as she pleases. If everyone would be free to do as she pleases, some would oppress others, and there would be no equality. Culture, then, is the way societies resolve such dilemmas. Test Userlike for free and chat with your customers on your website, Facebook Messenger, and Telegram. A German might feel that Italians lack punctuality in time, but Italians will feel the same way about people from India. This is one of the most relevant dimensions for customer service, because it leads to so many obvious misunderstandings between different cultures. Some cultures, Trompenaars argues, condemn the display of emotions more than others.
They see the hiding of emotions, as done in neutral cultures, as lacking warmth and trustworthiness. This easily translates to customer service. Customers from emotional cultures will freely share when they are angry , disappointed, or happy about something. Those from neutral cultures will mostly keep up a poker face. One night, a queue of people waiting for a seat extends around the corner.
But maybe you could pretend we did and give us a table? Rules or relationships? In many South American and Asian countries, however, even the people waiting in the queue will expect you to give the table to your cousin — based on your personal relationship. Translated to customer service, customers in universal cultures expect to be treated like everyone else. They want the same rules that apply to anyone else to apply to them, and will judge anything that violates this. Customers in particularistic countries, however, expect more privileges if they have a personal relationship with the company or are long-time customers — for example by receiving priority service.
According to Meyer, different cultures assume different levels of intuitive understanding, either high understanding high context or low understanding low context. What this means is that in low context cultures, people are very explicit, simple, clear, and straightforward in their communication, avoiding as much confusion as possible. In high context cultures, however, people leave much more space to the other side to read between the lines. Messages are implied, but not explicitly stated. In individualistic cultures, Trompenaars argues, people regard everyone as an individual whose worth is independent of the opinions of other people.
The national myths promote standing out of the crowd, choosing and going your own way. The individual is more important than the group, and you must fend for yourself. In communitarian cultures, on the other hand, what other people think of you is very important. Your value depends on your position in the social hierarchy and on what other people think of you. The group is more important than the individual, and it provides you with support in exchange for loyalty.
How comfortable are you with people being higher or lower than you in a hierarchy? Hofstede found that this level of comfort differs greatly between cultures. While some people have an almost allergic reaction to anything hierarchical, others accept and follow authority without question. In others, like Japanese, the boss is always high above her employees. Talking to a frontline employee is almost as good as talking to the boss. Dit meldt de belastingdienst vanochtend. De foute datum meldt een tijdvak in Dat moet echter zijn 1 januari Het bedrag dat op die rekening van de Belastingdienst staat is wel juist.
Belastingplichten moeten het […]. Een verliesvaststellingsbeschikking is volgens de Rechtbank namelijk geen constitutief vereiste voor verrekening van niet-ondernemingsverliezen in de inkomstenbelasting. Dat zorgt voor onvoldoende consistentie en transparantie in […]. Over ons Adverteren Vrienden Contact Shop. Facebook Twitter LinkedIn Mail. Home » Nieuws » Pagina Vorige Ga naar pagina 1 Interim pagina's zijn weggelaten … Ga naar pagina Ga naar pagina Ga naar pagina Ga naar pagina Ga naar pagina Interim pagina's zijn weggelaten … Ga naar pagina Volgende.Walker, B. If no author Maya Angelous Quote Analysis been trompenaars and hampden-turner, provide trompenaars and hampden-turner first few words of the title in Headline Case enclosed by double trompenaars and hampden-turner marks " " trompenaars and hampden-turner by the year. Trompenaars and hampden-turner A valediction of weeping, the free trompenaars and hampden-turner.