8232 ppt7 communication

7/27/2019 8232 PPT7 Communication

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Chapter 7


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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 thelanguage.

-- Federico FelliniFilmmaker and director, Italy

(p. 200)


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Whatever the culture, theres a tongue in our

head. Some use it, some hold it, and some biteit. 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 dont

interrupt it.-- Richard D. Lewis

Communications consultant, UK

(p. 200)


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Opening quest ion :

What advice, if any, can we derive from the

observations of Fellini and Lewis to become

more effective communicators acrosscultures?

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Consider:Communication gaffes

1. Should you read the colors or the words of a

sign in a foreign country? (medium vs.

message, universal traffic signs?)

2. When is it OK to show the souls of your shoes?

(communication taboos?)

3. Is Gesundheit really English?

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(p. 201)


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Top ic for today:

Communication across cultures

Perception and communication Culture and communication: A model Language, logic, and communication

Message content and context

Communication protocols

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Eye of the beho lder:

Perception and communication:A starting point

Select ive percept ion: 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)


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Culture 1: Senders

normative beliefs about

appropriate

communication behavior

(e.g. belief in open and

frank discussions;

confrontation acceptable)

Exhibit 7.1. Cultural influences on the communication process

Culturally compatible

communication style

(e.g., speak frankly and

firmly; stay focused on

task; push for quick

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)

Culture 2: Receivers

normative beliefs aboutappropriate

communication behavior

(e.g., reflect before

speaking; avoid offending

others)

Culturally compatiblecommunication style

(e.g., speak subtly; consult

with others before

responding; avoid direct

confrontation)

Receivers response

(e.g., ignore direct

approach; evaluate

message through cultural

screens; delay

responding; use non-

verbal communication)

Senders

communication style

(e.g., construct and

convey direct message to

receiver; expect direct and

timely response)

Culture and communication: A model

(p. 203)


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Language, logic, and communication:

Two issues

1. Language and linguistic structures

2. Cultural logic and shared meaning


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1. Language and linguistic structures

Linguis t ic st ructures: The manner in which

words, grammar, syntax, and the meaning of

words are organized and used.

Sapir-Who rf 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)


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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 doesnt

exist.

Consider:If identifying the fourth floor is so difficult,what happens when we are talking about something

really important?

(p. 206)


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2. Cultural logic and shared meanings

Cultural log ic:

Is the process of using our own assumptions

to interpret the messages and actions ofothers, thereby inferring their motives and

intentions.

Provides people with a system of

assumptions about what is mutually knownand understoodour common ground.

(p. 209)


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Initial

message

creation:

Senders

mental image

of intendedmessage

Senders

assumptions ofrecipient's

knowledge and

communication

preferences

Senders

communicationpreferences:

Content and form

Message

receipt:

Recipient's

mental image

and

interpretation

of receivedmessage

Recipient's

communicationpreferences:

Content and form

Recipient's

assumptions ofsenders

knowledge and

communication

preferences

Senders final

message creationand

transmission:

Incorporating

senders preferred

message content

and form asmodified by his/her

assumptions of

recipient

Cultural logic and

cross-cultural communication

Recipients response: Based on

message interpretation and

learning, recipient becomes

sender of a second message as

the communication exchangecontinues

Original sender to recipient

(p. 210)


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Consider: An 8:00 meet ing

(pp. 210-211)


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Challenges facing non-native speakers

Native English speaker speakingEnglish

Thinks in English

Speaks in English

Understands subtleties of English languageconversations

Since messages are usually clearly understood,action implications are also clear.

Non-native English speakerspeaking English

Thinks in other language; often must interpretincoming and outgoing messages

Often limited vocabulary

Often lacks sensitivity to subtleties of Englishlanguage conversations

Since messages are not always clearlyunderstood, action implications can also beunclear.

(p. 212)


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Cultural differences in interpersonal

communication

(pp. 215-228)


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1. Cultural influences on message content

Appropr iate top ics for d iscussion : What topics

are taboo for discussions? (family? illness?

politics?)

Aff i rmations and reject ions : Must you agree?

Can you say no? (What is the meaning of hai?)

Openness to exp ress opin ions: Can you really

express your opinions? (speaking to superiors?Speaking to inferiors?)

(p. 216)


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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)


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Culture and message context:

High, mid-range, and low

High context

cultures Subtle message content

Non-verbal (contextual)are often very important

Medium is often moreimportant than message

Rank of receiver can affectmedium and message

Countries: China, India,Japan, Korea

Mid-range context

cultures Both verbal and non-verbal

communication is oftenused in tandem.

Medium and message areboth important

Most countries fallsomewhere within this mid-

range category Countries: Brazil, Canada,France, Morocco, Nigeria

Low context

cultures Overt message content

Non-verbal cues oftenunimportant or ignored

Message is typically moreimportant than the medium

Rank of message senderor recipient may affect

message or medium Countries: Australia,

Germany, Russia, USA

(p. 219)


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2. Cultural influences on message context

Facial exp ression s: 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 communicat ion:Do we use secret codes or

symbols to convey meaning that others cannot

detect?(p. 218)


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3a. Cultural influences on appropriate

formalities (communication protocols)

Opening a conversat ion : Who should speak first?

Should we be assertive or passive?

Ending a conversat ion: Who should end the

conversation? Is there a formal end or do people justwander off?

Present ing ideas o r proposals: Should you present a

proposal all-at-once or piece-by-piece?

Interrupt ions and si lence: Is it acceptable to interrupt?

Are you comfortable with periods of silence?

Vocal character ist ics : Should you speak fast of slow,

loud or soft?(p. 223)


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3b. Cultural influences on appropriate

behaviors (communication protocols)

Apolog ies: When should you accept blame? How to

save your own and others face?

Disagreements:How should you express yourdisagreements?

Emo t ional 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)


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MANAGERS NOTEBOOK:

Communicating across cultures:

A summary

Communicationchallenges

Language and logicdifferences

Message contentand context

Communicationprotocols

Technology-

mediatedcommunication

Communicationenhancement

strategies

Enhance messageclarity

Enhance messagecomprehension

Minimizecommunicationbreakdowns

Communicationoutcomes

Improved exchangeof ideas

Improvedcooperation and jobperformance

Avoidance of futuremisunderstandings

Establish basis forfuture relationships

(p. 223)


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MANAGERS NOTEBOOK:

Improving cross-cultural

communication

1. Enhance message clarity

Message content

Language clarity

Delivery style

2. Enhance message comprehension

Inquiry

Advocacy

3. Minimize communication breakdowns


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MANAGERS 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 others language, if possible.

Avoid using idioms, jargon, or ambiguous words.

Convey message in ways that are not offensive or

threatening to others.


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MANAGERS 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 others 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.


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MANAGERS 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.


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Appl icat ion:

Communication protocols

1. Identify several of the more important communicationprotocols (both formalities and behaviors) governinginterpersonal communication by members of your cultural

group.2. What are the possible challenges you or other members

of this group might face when communicating with aprospective client or partner from a different culture?

3. How might you prepare yourself so these challengescould be minimized?

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Think about i t:

Communicating across cultures

1. Have you ever had an experience speaking with

people whose native language was different than

your own?2. How did these conversations usually turn out?

3. With hindsight, what might you have done to

make these conversations run more smoothly?

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