Communication Across Cultures

1. Communication Across Cultures Chapter 7

2. A different language is not just a dictionary of words, sounds, and syntax. It is a different way of interpreting reality, refined by the generations that developed the language. -- Federico Fellini Filmmaker and director, Italy (p. 200)

3. Whatever the culture, there’s a tongue in our head. Some use it, some hold it, and some bite it. For the French it is a rapier, thrusting in attack; the English, using it defensively, mumble a vague and confusing reply; for Italians and Spaniards it is an instrument of eloquence; Finns and East Asians throw you with their constructive silence. Silence is a form of speech, so don’t interrupt it. -- Richard D. Lewis Communications consultant, UK (p. 200)

4. Opening question: What advice, if any, can we derive from the observations of Fellini and Lewis to become more effective communicators across cultures?

5. Consider:Communication gaffes Should you “read” the colors or the words of a sign in a foreign country? (medium vs. message, universal traffic signs?) When is it OK to show the souls of your shoes? (communication taboos?) Is Gesundheit really English? (p. 201)

6. Topic for today: Communication across cultures • Perception and communication • Culture and communication: A model • Language, logic, and communication • Message content and context • Communication protocols

7. Eye of the beholder: Perception and communication: A starting point • Selective perception: People pay attention to messages that relate to their own immediate problems or needs. • Recency effects: A tendency to focus on the most recent message or interaction compared to earlier ones. Consider: Are these significant, of just minor, influences on interpersonal communication? (p. 202)

8. Culture and communication: A model Exhibit 7.1. Cultural influences on the communication process Culture 1: Sender’s normative beliefs about appropriate communication behavior (e.g. belief in open and frank discussions; confrontation acceptable) Culturally compatible communication style (e.g., speak frankly and firmly; stay focused on task; push for quick response) Sender’s communication style (e.g., construct and convey direct message to receiver; expect direct and timely response) Other influences on communication process (e.g., past experiences with counterpart or others from same culture; knowledge of topic; preparedness for cross-cultural communication; time constraints; amount of noise in system; mutual trust) Receiver’s response (e.g., ignore direct approach; evaluate message through cultural screens; delay responding; use non-verbal communication) Culture 2: Receiver’s normative beliefs about appropriate communication behavior (e.g., reflect before speaking; avoid offending others) Culturally compatible communication style (e.g., speak subtly; consult with others before responding; avoid direct confrontation) (p. 203)

9. Language, logic, and communication: Two issues • Language and linguistic structures • Cultural logic and shared meaning

10. 1. Language and linguistic structures • Linguistic structures: The manner in which words, grammar, syntax, and the meaning of words are organized and used. • Sapir-Whorf hypothesis: Language imposes a structure on our way of thinking that leads to different ways of experiencing the world and, as a result, different worldviews (see Chapter 3). (p. 207)

11. Consider: Fourth floors • The fourth floor in an American building is three flights of stairs up. • The fourth floor in a British building is four flights of stairs up. • The fourth floor in a Korean building often doesn’t exist. • Consider: If identifying the fourth floor is so difficult, what happens when we are talking about something really important? (p. 206)

12. 2. Cultural logic and shared meanings Cultural logic: • Is the process of using our own assumptions to interpret the messages and actions of others, thereby inferring their motives and intentions. • Provides people with a system of assumptions about what is mutually known and understood—our common ground. (p. 209)

13. Cultural logic and cross-cultural communication Initial message creation: Sender’s mental image of intended message Sender’s communication preferences: Content and form Sender’s final message creation and transmission: Incorporating sender’s preferred message content and form as modified by his/her assumptions of recipient Recipient's communication preferences: Content and form Message receipt: Recipient's mental image and interpretation of received message Sender’s assumptions of recipient's knowledge and communication preferences Recipient's assumptions of sender’s knowledge and communication preferences Recipient’s response: Based on message interpretation and learning, recipient becomes sender of a second message as the communication exchange continues Original sender to recipient (p. 210)

14. Consider: An 8:00 meeting (pp. 210-211)

15. Challenges facing non-native speakers (p. 212)

16. Cultural differences in interpersonal communication (pp. 215-228)

17. 1. Cultural influences on message content • Appropriate topics for discussion: What topics are taboo for discussions? (family? illness? politics?) • Affirmations and rejections: Must you agree? Can you say “no”? (What is the meaning of “hai”?) • Openness to express opinions: Can you really express your opinions? (speaking to “superiors”? Speaking to “inferiors”?) (p. 216)

18. 2. Cultural influences on message context • On average, verbal communication only carries about 35 percent of message content in a two-way conversation. • This suggests that non-verbal communication can be critical in filling in the blanks in a two-way exchange. • Cultures can be differentiated based on the extent to which they generally emphasize high or low context in their communication patterns. (p. 218)

19. Culture and message context: High, mid-range, and low (p. 219)

20. 2. Cultural influences on message context • Facial expressions: Is it acceptable to show joy or anger? • Personal space: How close should we stand to one another? • Body language: Is it acceptable to point at someone? If so, how? What are the implications of bad posture? • Secret communication: Do we use secret codes or symbols to convey meaning that others cannot detect? (p. 218)

21. 3a. Cultural influences on appropriate formalities (communication protocols) • Opening a conversation: Who should speak first? Should we be assertive or passive? • Ending a conversation: Who should end the conversation? Is there a formal end or do people just wander off? • Presenting ideas or proposals: Should you present a proposal all-at-once or piece-by-piece? • Interruptions and silence: Is it acceptable to interrupt? Are you comfortable with periods of silence? • Vocal characteristics: Should you speak fast of slow, loud or soft? (p. 223)

22. 3b. Cultural influences on appropriate behaviors (communication protocols) • Apologies: When should you accept blame? How to save your own and other’s face? • Disagreements: How should you express your disagreements? • Emotional displays: is it OK to yell or cry? • Feedback: How (and when) should you provide someone with feedback? • Requests: How do you make a request? (p. 224)

23. MANAGER’S NOTEBOOK:Communicating across cultures: A summary (p. 223)

24. MANAGER’S NOTEBOOK:Improving cross-cultural communication • Enhance message clarity • Message content • Language clarity • Delivery style • Enhance message comprehension • Inquiry • Advocacy • Minimize communication breakdowns

25. MANAGER’S NOTEBOOK:1. Enhancing message clarity • State message clearly; slow down. • Repeat message using different words, if possible. • Back up spoken message with written materials. • Speak in the other’s language, if possible. • Avoid using idioms, jargon, or ambiguous words. • Convey message in ways that are not offensive or threatening to others.

26. MANAGER’S NOTEBOOK:2. Enhancing message comprehension • State your expectations and assumptions clearly. • Restate the positions of all parties during discussions to clarify common understanding. • Deal with questions and concerns as they arise. • Be patient; repeat message as often as needed. • Ask each side to state the other’s position as he/she sees it. • Avoid being so polite or subtle that message context gets lost. • Write down any agreements of additional information to be sought.

27. MANAGER’S NOTEBOOK:3. Recognizing and responding to communication breakdowns • Observe body language for signs of distress, anger, or confusion. • Be patient and understanding. Take a break when appropriate. • Mentally change places with others, asking yourself how they would respond to what you are saying. • Notice your own reactions to the situation.

28. Application:Communication protocols • Identify several of the more important communication protocols (both formalities and behaviors) governing interpersonal communication by members of your cultural group. • What are the possible challenges you or other members of this group might face when communicating with a fellow students from a different culture? • How might you prepare yourself so these challenges could be minimized?