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Intercultural Communication

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Additional Internet Sites http://www.css.edu/users/dswenson/web/CULTURE/CUL

TDIM.HTM http://www.bena.com/ewinters/sect2.html http://www.getcustoms.com/2004GTC/quiz.html http://www.sietar.de/SIETARproject/Assessments&instru

ments.html http://www.AcrossCultures.net// http://www.businessculture.com

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The Communication Process

Sender Meaning Encoding Medium

DecodingReceiver Interpretation

Feedback

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Overview of Communication

Communication is the process of transferring meanings from sender to

receiver

Examples

DO: It is appropriate to talk about History, Architecture, or Gardening in

Great Britain

DON’T: In Great Britain, do not talk about Politics, Money, or Prices

See Table 8-1, p. 196

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External and Internal Communications

External

Internal

Ex.) gov’t attempts to secure agreements with other nations regarding international trade

US & ChinaEx.) Russian factory

managers make greater use than US managers of direct, face-to-face communications

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Verbal Communication Styles

Context Indirect and Direct

High context = implicit & indirectLow-context = objective

Elaborate and SuccinctElaborate / exacting / succinct

Contextual and PersonalContextual : speaker / relationship of partiesPersonal: speaker / reduction of barriers

Affective and InstrumentalAffective = requires listener to listen & observeInstrumental = goal-oriented

See Table 8-2, p. 199

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Interpretation of Communications

The effectiveness of communication is determined by

how closely the sender and receiver have the same meaning

for the same messageEx.) Using individual incentive plans in collective cultures

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Downward Flow of Communications

The transmission of information from manager to subordinate

CEO

V.P. V.P.

x y z x y z

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Upward Communication

The transmission of information from subordinates to managers

to provide feedback, ask questions, or obtain assistance from higher-level management

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Communication Barriers

Language ex.) Someone on a foreign assignment that does not know the language that is spoken at the headquarters of the MNC

Culture ex.) The differences between how a native and nonnative U.S. person write a letter

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Communication Barriers Filtering

– The deliberate manipulation of information to make it appear more favorable to the receiver.

Selective Perception– Receiving communications on the basis of what one selectively sees

and hears depending on his or her needs, motivation, experience, background, and other personal characteristics.

Emotions– Messages will often be interpreted differently depending on how happy

or sad one is when the message is being communicated Language

– Words have different meanings to different people. Receivers will use their definition of words communicated, which may be different from what the sender intended.

Nonverbal Cues – Body language or intonation that sends the receiver another message.

When the two are not aligned, communication is distorted.

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Communication Barriers

Perceptual Using words that are misinterpreted by othersex.) Ford released a truck called “Fiera” into Spanish-speaking countries...it meant “ugly old woman” in Spanish!

View of Others ex.) Some U.S . managers view their foreign subordinates as being less qualified than their US peers.

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The Impact of Culture

Cultural Values

ex.) People in the Middle Eastern countries do not relate to and

communicate with one another in a loose, general way as do those in the U.S.

Misinterpretation

ex.) U.S. managers doing business in Austria often misinterpret the fact that local business people always address them in formal terms...Sir, Mr., Mrs.,

Miss...

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U.S. Proverbial / Cultural Values

Proverb Cultural Value

Time is money

Don’t cry over spilt milk

Waste not, want not

Early to bed, early to rise, makes- one healthy, wealthy, and wise

A stitch in time saves nine

If at first you don’t succeed, try, try again

Take care of today, and tomorrow will take care of itself

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U.S. Proverbial / Cultural Values

Proverb Cultural Value

Time is money Time Thriftiness

Don’t cry over spilt milk Practicality

Waste not, want not Frugality

Early to bed, early to rise, makes- Diligence; work ethic one healthy, wealthy, and wise

A stitch in time saves nine Timeliness

If at first you don’t succeed, Persistence; work ethic try, try again

Take care of today, and Preparation for the future tomorrow will take care of itself

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Non-Verbal Communication

Rich in meaning / complex– Dress (clothing, physical appearance)

– Proxemics (use of physical space)

– Paralinguistics (language forms; qualities, volume, pitch, hesitations)

– Kinesics / body language (gestures, expressions, body movements, posture)

– Haptics: (touching; pat, handshake, arm around the shoulder)

– Chronemics: (use of time)

– Chronomics (use of colors)

– Iconics: (use of physical objects: e.g. trophies, decorating style)

See Table 8-7, p. 213

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Achieving Communication Effectiveness

NEED TO: Improve Feedback Systems

Provide Language TrainingProvide Cultural Training

Increase Flexibility and Co-operation

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It is not the degree of difference between groups that causes harm. Rather, it is the lack of skill in identifying breaches of trust based on ethnic differences and the lack of skill in restoring trust once it is broken.

http://www.awesomelibrary.org/multiculturaltoolkit-use.html

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Intercultural Sensitivity Stages

1. Denial• Does not recognize cultural differences

2. Defense• Recognizes some differences, but sees them as negative

3. Minimization• Unaware of projection of own cultural values; sees own values as superior

4. Acceptance• Shifts perspectives to understand that the same "ordinary" behavior can

have different meanings in different cultures

5. Adaptation• Can evaluate other’s behavior from their frame of reference and can adapt

behavior to fit the norms of a different culture

6. Integration• Can shift frame of reference and also deal with resulting identity issues

http://www.awesomelibrary.org/multiculturaltoolkit-stages.html

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Key Points of Intercultural Communication

When communications cause conflict, be aware that problems might have more to do with style or process than with content or motives.

Learn to understand different communication styles—you could even benefit through expanding your repertoire.

Communicating across cultures requires extra effort. Good communication requires commitment and concentration.

Although culture affects differences in communication patterns, there are many exceptions within each group depending on class, age, education, experience, and personality.

Remember that communication is a process and that the process varies among cultures. Look at what might be getting in the way of understanding. Constantly ask “What’s going on here?” and check your assumptions.

Avoid jokes, words, or expressions that are hot buttons, such as those that are based on ethnicity, race, or gender.

Use language that fosters trust and alliance. Respect differences; don’t judge people because of the way they

speak.

http://www.jobweb.com/resources/library/Workplace_Culture/Key_points_of_13_01.htm

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Footware International

Contentious society– Extremists?

John Carlson– One of only 4 foreigners working for company

Mgr. of Production, marketing, and sales

All employees in Development and marketing department were Moslem

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