随着经济全球化进程不断加快，跨国经营在日趋激烈的国际竞争中发挥着重要的作 用，越来越多跨国公司在中国设立分支机构。由于不同国家之间的文化差异，在华外企 往往在日常的经营管理活动出现各种各样的跨文化沟通问题。论文以NM深圳分公司为 研究对象，分析了该公司电子烟项目沟通管理中，由于中美管理者和项目组成员的文化 背景不同，造成跨文化沟通不畅，影响项目和企业的运作效率、组织凝聚力和员工归属 感等现象，探索了如何进行有效跨文化管理沟通，避免不必要的沟通障碍，并针对该公 司面临的实际问题，提出了相应的改进措施。 论文在概述NM深圳公司简介、组织结构和项目产品开发流程后，介绍公司项目管 理中跨文化沟通模式，包括沟通流程和沟通内容等；其次，深入分析NM深圳分公司在 跨文化沟通中存在的问题，主要表现在美籍员工融入中方团队困难、跨国会议效率低下 和决策错误等。再次，运用霍夫斯泰德民族文化和霍尔高低语境文化等理论，深入研究 案例背后沟通障碍的深层次原因，认为主要存在中美文化差异认知和理解不足、缺乏有 效的跨文化管理机制、沟通渠道不够畅通以及决策思路差异性大等影响因素。 最后，通过案例存在的问题和原因分析，论文认为应该从统一跨文化认知和融合、 健全跨文化管理体系、打造跨文化沟通渠道，以及进行跨文化持续改善等四个策略入手， 探索相应的能够提升NM深圳分公司跨文化沟通效果的改进措施和建议，从而有助于公 司的高效发展。 关键词：跨国经营；文化差异；跨文化沟通；职场沟通障碍 NM深圳分公司跨文化沟通案例研究 -II- CaseStudyonCross-CulturalCommunicationofShenzhen BranchofCompanyNM Abstract Withtheacceleratingprocessofeconomicglobalization,transnationaloperationis playingamoreandmorevitalroleinthefierceinternationalcompetition,moreandmore internationalcompaniessetupbranchesinChina,however,theculturaldifferencesbetween differentcountriesalwayscausestypesofcommunicationissuesduringthedailyoperation andmanagementactivities,asaresult,itreducesproductivity,breaksdownthecohesionof teammates,andcausesemployeelackingofbelongingness,sometimes,itevenweakensthe internationalcompetitivenessofenterprises,andeventuallysignificantlyinfluencethe progressanddevelopmentoftheenterprise,therefore,howtoeffectivelyachieve cross-culturalcommunicationandavoidunnecessarycommunicationbarriershasbecomea meaningfulsubjectforthosemultinationalcompanies. Aftersummarizingtheintroduction,organizationalstructureandprojectproduct developmentprocessofShenzhenBranchofCompanyNM(NMShenzhen),thepaper introducesthecross-culturalcommunicationmodeinprojectmanagement,includingthe communicationprocessandcontents.Secondly,itdeeplyanalyzedthefailurecasesofNM Shenzhenincross-culturalcommunication,mainlymanifestedinthedifficultyofAmerican employeesintegratingintotheChineseteam,thelowefficiencyoftransnationalmeetingsand thewrongdecision-making.Thirdly,byapplyingthetheoriesofHofstede's5-dmensional cultureandhall'shigh-lowcontextculture,thepapermakesanin-depthstudyofthe deep-rootedreasonsforthecommunicationbarriersbehindthefailurecases,whicharemainly duetotheinsufficientcognitionandunderstandingoftheculturaldifferencesbetweenChina andtheUnitedStates,thelackofeffectivecross-culturalmanagementmechanism,thelackof smoothcommunicationchannelsandthelargedifferencesindecision-makingideas. Finally,throughanalysis,thepaperbelievesthatitisnecessarytobuildasolid cross-culturalmanagementsystem,improvecommunicationchannels,promotecultural integrationandstimulateculturalcontinuousimprovementtoimprovethecross-cultural communicationissuesinNMShenzhen. KeyWords：TransitionalOperation;CulturalDifference;Cross-CulturalCommunication; WorkplaceCommunicationBarriers 大连理工大学专业学位硕士学位论文 -III- 目录 摘要............................................................................................................................I Abstract...............................................................................................................................II 1绪论..............................................................................................................................1 1.1研究背景和意义................................................................................................1 1.1.1论文的选题背景.....................................................................................1 1.1.2论文的研究意义......................................................................................2 1.2相关文献综述....................................................................................................2 1.2.1国外研究现状..........................................................................................2 1.2.2国内研究现状..........................................................................................2 1.3研究方法...........................................................................................................3 1.4研究内容和技术路线.......................................................................................3 2案例正文.......................................................................................................................5 2.1NM深圳分公司简介...........................................................................................5 2.1.1美国总公司和NM深圳分公司简介........................................................5 2.1.2NM深圳分公司组织结构.........................................................................5 2.1.3NM深圳分公司新项目开发流程.............................................................6 2.2NM深圳分公司跨文化沟通模式和管理现状....................................................7 2.2.1跨文化沟通需求......................................................................................7 2.2.2总公司与项目组的沟通内容..................................................................8 2.2.3NM深圳分公司跨文化管理现状.............................................................8 2.3管理问题描述....................................................................................................9 2.3.1“躺枪”的微信........................................................................................9 2.3.2“各说各话”的样品讨论会..................................................................10 2.3.3失败的新项目试产................................................................................12 3案例分析.....................................................................................................................14 3.1跨文化沟通的理论依据...................................................................................14 3.1.1跨文化沟通的概念................................................................................14 3.1.2沟通过程模式........................................................................................14 3.1.3霍夫斯泰德民族文化理论....................................................................16 3.1.4霍尔高低语境文化理论........................................................................17 3.2跨文化沟通障碍的原因分析...........................................................................19 NM深圳分公司跨文化沟通案例研究 -IV- 3.2.1跨文化管理体系因素............................................................................19 3.2.2沟通渠道因素........................................................................................20 3.2.3中美文化差异因素................................................................................21 3.2.4跨文化沟通策略因素............................................................................26 4NM深圳分公司跨文化沟通改进措施.......................................................................28 4.1健全跨文化管理体系......................................................................................28 4.1.1组建跨文化小组....................................................................................28 4.1.2制定跨文化管理制度............................................................................29 4.1.3制定跨文化冲突处理机制....................................................................29 4.2畅通跨文化沟通渠道......................................................................................30 4.2.1非正式沟通工具多样化.................................................