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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