communication skills ele205 chapter two communication diversity mohammad r. rawashdeh

Communication SkillsELE205

Chapter Two

Communication Diversity

Mohammad R. Rawashdeh

Outline

1. Diversity definition.

2. Acknowledge intercultural interdependence.

3. Principles of intercultural Communication

4. Intercultural Communication styles

5. Barriers to intercultural Communication

6. Tools of diversity

Diversity definition

•Diversity is defined as: the condition of being different.

•In other words, it means: dissimilarity and variance between things. The differences could be in size, weight, age, texture, and so on.

•In communication, diversity could be in: cultural values, race, national origin, religion, habits, gender, origin, accents, stereotypes and so on.

Acknowledge intercultural interdependence

Sources (elements) of diversity :

a) Movement toward a global economy

• When OPEC raised the

Price of oil in the 1970, people

in the whole world had to sit in

waiting lines at gas station ;

• Many of our jobs directly or indirectly independent on foreign trade.


Sources of diversity:

a) Movement toward a global economy

• Many of our jobs are directly

or indirectly dependent on

foreign trade.

• We are not just interacting with people

different from us, we rely on them in ( health, education, food)



b) Increase in ethnic/ language minoritiesThe 2000 U.S genus's Data

characterized 12.5% of U.S

population is Latino, 12.3% are

African, 10% others (Indian, Asian,…)

in addition to Bi-racian.

In short: 1 from 3 American can be

classified as ethnic minority



b) Increase in ethnic/ language minorities

Actually they are not numbers. They are

people we know, care about, and depend

upon.

They enrich our lives, because of their

differences and they help us to imagine

new ways of thinking and behaving



c) Variation in communication styles

Differences in communication styles can make the sender of the message appear to be pushy, rude, aggressive, passive, etc. Factors involved in this are volume and rapidity of speech, tone of voice, and emphasis on key words



c) Variation in communication styles

For example, much has been

written a bout differences in

gender.

Best seller book in 1993 is

“Men are from Mars and women

Are from Venus”

Cross-Cultural Communication (Picture Intercultural Communication)

• Is a field of study that looks at how people from differing cultural backgrounds communicate, in similar and different ways among themselves, and how they endeavor to communicate across cultures.

• Understanding these different perspectives about how communication works is a necessary first step in communicating

cross-culturally.

Picture Intercultural Communication

• Not all cultures view communications at the same way. For example the American way is different than Asian one .

• Enryo-Sasshi Communication: is certain to the image to the image of Japan as a passive society, where people wok to avoid conflict.

1- Sender’s potential experiences.

2- Sender’s chosen ideas (enryo filtering)

3- Sender’s encoding (filtering)

4- Narrow, limited sending (filtering)

5- Channel

6- Wide, open receiving

7- Receiver's decoding

8 Receiver's expanded ideas (sasshi)

9- Receiver’s experience

Sender, Enryo1…2…3…4

Receiver, Sasshi6…7…8…9

5

Feedback (traditions, cultures)

Enryo:reservation, restraint, coyness, regard, deference,

hesitation, coyness,deference,diffidence

Sasshi: conjecture,summarize, guess,

understanding,consideration.

sympathy,

principles of intercultural Communication

1. The greater the cultural/linguistic difference, the greater the likelihood of communication breakdown.

• For example communicating with customer from France is more difficult than communication with Arabs.

• Differences in world-view, values, and communication styles leads to misunderstanding


2. Communication breakdowns are most often attributed to cultural differences

• Also think about personal differences or any of the breakdowns described in chapter 1 (gaps, gossips,…)


3. Cross-cultural communication makes us more conscious of our own communication.

Choose our words carefully Clarify our questions Refrain from discussing some topics. Fear from misinterpretation of nonverbal.

Messages….increased awareness…uncomfortable.


4.Cultures vary with their “do’s and taboos”• The effective cross-cultural communicators is learns what they are

and respectful them. Example: dietary, which is forbidden or not for different culture.

• A strong social prohibition (or ban) relating to any area of human activity or social custom that is forbidden based on moral judgment and sometimes even religious beliefs.


5. Learning about cultural norms and variation in communication styles helps ensure understanding.

Cultural norms are behavior patterns that are typical of specific groups. Such behaviors are learned from parents, teachers, peers, and many others whose values, attitudes, beliefs, and behaviors take place in the context of their own organizational culture.


6. Barriers are more easily overcome if people see each other as friendly, cooperative and trustworthy.

Outline

1. diversity definition.


3. principles of intercultural Communication

4. intercultural Communication styles



Recognize intercultural Communication styles

1. Variation in spoken language: begin with the value cultures place in language it self

2. Variation in nonverbal communication:Nonverbal communication is the sum total of our body's

communication. It is how our body communicates or sends a message.

intercultural Communication styles

1. Variation (differences) in spoken language:

• values placed in language:American generally value the power of the spoken word, other

cultures are skeptical of language.

Some cultures (American) use the power of spoken words to communicate with people, for example: the live talk shows just like: Oprah Winfrey can communication with millions.

Other cultures (Japan): use the power of silence and believe that language can never revel the truth, more comfortable with silence.

http://www.google.jo/url?sa=t&source=web&cd=1&ved=0CAsQFjAA&url=http%3A%2F%2Fwww.oprah.com%2F&ei=x0ZxTImqDtXd4AaVlfmYCg&usg=AFQjCNEus9uAf-npuYg9aBIT205by4-2Tw&sig2=MXlkbrYvY3QZLKhtdvvuZA


1. Variation (differences) in spoken language:

• Purpose of language- American are concerned with language that accomplish tasks to

get the point quickly. In Mexico, talk about family, friends, .. Before considering the task.

- In USA, even a professor or president, he says to you: please call me “ Peter”.

- Here in Arab world: Please call me: Excellency : 38oftk..- Accomplish tasks, get to the point quickly.- Strengthening relations.


1. Variation in spoken language:

• Purpose of language:

- pay attention to the language variation help us to learn how

people regards relations.

- For example in English we use the word “you” for friend

and boss, while in Spanish they use “Su” for Boss and use

“tu” for informal relations.


1. Variation in spoken language:• Structure of language:

Subject- verb –object↔ She hit the ball

- classes of words (parts of speech), meanings of words (semantics).

- how words are organized in relation to each other (syntax)



- how words are formed (morphology)

- the sounds of words (phonology) :

- There are overall 800 sound in human languages, in

English the is 45 sound and in Hawaiian there is 18

sound



- In English : she hit the ball

- In Spanish; she the ball hit, the order of words dose

not matter



- In English : we don’t know how to pronounce word

start with “ng” or “ts” but can read them at the end of

word “for example: cats, meaning”.

- In Spanish; words don’t begin with “sp” but begin with

“es”. Spanish speaker will read “speech as espeech”


1. Variation in spoken language:• Word meanings: - Denotative : in English chair means the object you sit in & the

head of a department, but in Korean different words would be used.

- Connotative: differences refer to emotional meaning come with words. In English we describe a woman supervisor as “aggressive” but a man supervisor as “assertive assertive” . Both words used to convey same behavior.

- Example: Propaganda: negative meaning in English and not in Spanish.


1. Variation in spoken language:• Word meanings: - Figurative speech: Whenever you describe something by

comparing it with something by comparing it with something else.- Snake, time flying.

- Green hands

- Fish sleeping

- You are just like palm tree


1. Variation in spoken language:• How to use language (pragmatics):

- Where and with whom we are communicating

- Person talks while you are talking

- Respond to a question by telling a story that irrelevant to

the topic

- Remember that use of language is culture- specific


1. Variation in spoken language:• How to use language (pragmatics):

An individual with pragmatic problems may: Telling a story that is completely irrelevant to the

topic & in a disorganized way. Ignore the ‘turn-taking’. Say inappropriate or unrelated things during a

conservation.


1. Variation in spoken language:

Where & with whom we are communicate with??• As a result;- We tend to make modification to our communication depending

on where we are and with whom.

- We change depending on informal or formal relationship

- How we think people will respond to our use of slang or regional variation.


2. Variation in nonverbal communication: is the hidden dimension of our communication

• Use of time: chronemics chronemics

• Use of personal space: proxemics

• Use of eye contact: oculesics

• Use of gestures (kinesics), touch (haptics) and

voice (vocalics)

Nonverbal communication (NVC)http://en.wikipedia.org/wiki/Nonverbal

• Is usually understood as the process of communication through sending and receiving wordless messages. i.e., language is not the only source of communication, there are other means also. NVC can be communicated through gestures and touch (Haptic communication), by body language or posture, by facial expression and eye contact. NVC can be communicated through object communication such as clothing, hairstyles or even architecture, symbols and infographics. Speech contains nonverbal elements known as paralanguage, including voice quality, emotion and speaking style, as well as prosodic features such as rhythm, intonation and stress. Dance is also regarded as a nonverbal communication. Likewise, written texts have nonverbal elements such as handwriting style, spatial arrangement of words, or the use of emoticons.

http://en.wikipedia.org/wiki/Nonverbal











http://en.wikipedia.org/wiki/Communication

http://en.wikipedia.org/wiki/Word

http://en.wikipedia.org/wiki/Gestures

http://en.wikipedia.org/wiki/Haptic_communication

http://en.wikipedia.org/wiki/Haptic_communication

http://en.wikipedia.org/wiki/Body_language

http://en.wikipedia.org/wiki/Human_position

http://en.wikipedia.org/wiki/Facial_expression

http://en.wikipedia.org/wiki/Eye_contact

http://en.wikipedia.org/wiki/Clothing

http://en.wikipedia.org/wiki/Haircut

http://en.wikipedia.org/wiki/Architecture

http://en.wikipedia.org/wiki/Symbol

http://en.wikipedia.org/wiki/Infographics

http://en.wikipedia.org/wiki/Paralanguage

http://en.wikipedia.org/wiki/Voice

http://en.wikipedia.org/wiki/Emotion

http://en.wikipedia.org/wiki/Speech_communication

http://en.wikipedia.org/wiki/Prosody_(linguistics)

http://en.wikipedia.org/wiki/Rhythm

http://en.wikipedia.org/wiki/Intonation_(linguistics)

http://en.wikipedia.org/wiki/Stress_(linguistics)

http://en.wikipedia.org/wiki/Dance

http://en.wikipedia.org/wiki/Handwriting

http://en.wikipedia.org/wiki/Emoticon


2. Variation in nonverbal communication:

• Use of time: chronemics• Is the study of the use of time in nonverbal communication. The way we perceive time,

structure our time and react to time is a powerful communication tool, and helps set the

stage for the communication process. Across cultures, time perception plays a large role in

the nonverbal communication process. Time perceptions include punctuality, willingness to

wait, and interactions. The use of time can affect lifestyles, daily agendas, speed of speech,

movements and how long people are willing to listen.

• Time is important for Americans“ losing time, killing time, saving time, time is money,.etc”

- The quality of the interaction dictates how much time will be spent.


http://en.wikipedia.org/wiki/Communication

http://en.wikipedia.org/wiki/Time

http://en.wikipedia.org/wiki/Cultures

http://en.wikipedia.org/wiki/Punctuality



• Use of personal space (physical ): (proxemics): Refers to the

distance we stands when we talk to another one.

The term proxemics was introduced by anthropologist Edward T. Hall in 1966. Proxemics is the

study of set measurable distances between people as they interact. The term proxemics was

introduced by anthropologist Edward T. Hall in 1966. Proxemics is the study of set measurable

distances between people as they interact.

- People in middle east have shorter distance and people from

England have large distance.

http://en.wikipedia.org/wiki/Edward_T._Hall

http://en.wikipedia.org/wiki/Edward_T._Hall



• Use of eye contact: oculesics• Refers to non verbal communication through eye contact, for example

indicators of emotions from the eyes filling with tears or widening in shock. Eye movements are often interpreted as revealing our thoughts,for example people that are lying may not maintain eye contact.

- American: like soft eye contact where people look at them, from time to time,

look away.

- Other cultures is very little eye contact

- Others like intense eye contact with short distance

- For middle Easters the eye is the window of the soul, they can read eyes.


2. Variation in nonverbal communication: • Use of gestures (kinesics: the interpretation of

body language such as facial expressions

and gestures or, more formally,

non-verbal behavior related to

movement, either of any part

of the body or the body as a whole. )

http://en.wikipedia.org/wiki/Body_language



Use of touch (haptics: the means by which people

communicate via touching.

Touch is an extremely important sense

for humans; as well as providing

Information about surfaces and

textures it is a component of

nonverbal communication

in interpersonal relationships,

& vital in conveying physical intimacy. )



• Use of gestures (kinesics), touch (haptics), body language and voice (vocalics)

- Some cultures talk too loud in conservation, and

others tend to vocal volume.

Examples of hand gestures

Examples of Gestures made with other body parts

Outline







Barriers to intercultural Communication

We will identify four barriers to

Effectiveness in intercultural

Communication:

1.Walking on eggs

2.Hot buttons

3.Container myth

4.Language, vernacular and accent bias


1. Walking on eggs: When someone says they feel like they are walking on egg, what is that telling you? It's

telling you :

- that they can no longer be themselves in your presence.

- that they fear your reaction whenever they speak.

- that they are stuck, that they cannot move in either direction, for fear of upsetting

you.

- It is also telling you that they need to stop this feeling that is tearing them apart.


1. Walking on eggs:

If you are walking on eggs, you are being

very careful not to offend someone or do

anything wrong

Barriers to intercultural Communication1. Walking on eggs:

- Certain topics create tension for ethnic minorities

- This tension can make those communication with ethnic minorities hesitant to

approach these topics.

- It is difficult to know exactly what these topics are?

- Example is ethnic jokes ( you have to avoid them)

Barriers to intercultural Communication1. Walking on eggs:Several things can help with this barrier:

- Remember that these topics are profoundly personal.

- Have implication for how people feel and think about themselves.

- Learn to handle defensiveness and to support for ethnic minority people.

Barriers to intercultural Communication1. Walking on eggs:Several things can help with this barrier :

- May be its work to invite these ethnic minority people to discussion and to share their perception of the topic at hand .

- Remember that listening is vital link in any constructive communication interaction.

- Finally, and the best is to avoid these topics, until stronger relationship (trust) is established.


2. Hot buttons:

- Hot buttons are words that invoke an emotional response in other person.


2. Hot buttons:

- Sometimes words simply is misunderstood

- Swearing can become hot button

- Derogatory words used for people from specific groups.


2. Hot buttons:To avoid:

- Identify the hot button for you and for others then try to

avoid them

- If they are used then try to control your emotional reaction

- When tension is minimized talk about why and how these

words bother you.


3. Container myth

Is assumption that words mean the same thing across all cultures


3. Container myth:

- Sometimes words is misunderstood, for example, as

when our students told that “foul” language is not

allowed, a concerned student from Turkey came to

office to ask why they could not talk about chickens

and birds “fowl” in class.- Stay away from jargon.


3. Container myth:- Also as we talk before about denotative and

connotative meaning of words.- A relationship built on trust will create a climate

where people share their understanding.- It would be helpful to be curious about language use

across culture.- To assist, when using language that might be

understood, consider phrases like: “we describe it as…”….


4. Language, vernacular and accent bias:- Every group have particular affinity for their

language.- There are certain biases that come with a particular

accent.- You must identify your biases about languages,

vernaculars or accents and actively work to overcome them.

- All languages are capable of communicating every possible thought.


4. Language, vernacular and accent bias:- Related to language bias is bias related to verracular (the

specific language used in particular communities, such spoken by Black or Latin peoples in USA.

- There are certain biases that come with a particular accent- Learn the new and powerful languages.- Advantages of multiple languages.

Outline







Tools of diversity:

The specific tools for effective cross- culture communication are easy to list but difficult to employ, we will discuses four tools:

1.Overcome personal biases

2.Relate culture to communication

3.Empathize

4.Develop cross- cultural competence.

Eliminating Personal Bias

• Getting to the correct answer is not always as easy as it seems. One of the leading roadblocks is personal bias, which are a culmination of our experiences, beliefs, misconceptions, desires, motivations, pride and many other elements that make up our day-to-day thought patterns. Unfortunately, personal bias can be destructive when it comes to solving problems. “Yes, I know that's a bold statement“.“ I wont get into the justification here”; “let’s just assume that I am right“.

To overcome personal bias, one must:

• Accept ones own fallibility – when we assume that our way is the only way, we miss out on opportunities to grow and enrich the things that are important to us.

• Cultivate intellectual empathy – this can only be achieved by gaining experience and constructing points of view towards another’s negative feelings. Opening yourself up to find your blind spots is especially useful when you are hearing complaints about something you believe to be in good working order.

• Develop intellectual humility – identify the extent of your own ignorance and become "ego-sensitive."

• Identify the extent of your own ignorance – perhaps some of your biases are not as concrete as you think. Recall previous beliefs that you once held but now reject.

Tools of diversity:Overcome personal Biases• Racism, stereotypes and discrimination negatively

impact our communication with others.

• These are the source of hurt feeling and result in

miscommunication, damaged relationships and loss

in productivity.

Definitions that should be understood.

• Prejudice: A set of rigid & unfavorable attitudes toward a certain group that is formed in disregard of facts. An unsupported judgment usually accompanied by disapproval.

• It is an assumption made about someone or something before having adequate knowledge to be able to do so with guaranteed accuracy. The word prejudice is most commonly used to refer to a preconceived judgment toward a people or a person because of race, social class, gender, ethnicity, age, disability, political beliefs, religion, or other personal characteristics. It also means a priori beliefs (without knowledge of the facts) and may include "any unreasonable attitude that is unusually resistant to rational influence." Both positive and negative prejudice exist; when used negatively "prejudice" implies fear and antipathy toward its subject, whilst when used positively can be used to describe intrinsic or subconscious preferences (such as tastes).


• Stereotype: Negative beliefs about a particular group & • It frequently based on prejudice.• It consider people as members of groups , not as individuals

who all think in the same way…(source of danger).• We may pick up these stereotypes from what we hear other

people say, what we read…..• Is a commonly held public belief about specific social groups

or types of individuals. The concepts of "stereotype" and "prejudice" are often confused with many other different meanings. Stereotypes are standardized and simplified conceptions of groups based on some prior assumptions.


• Discrimination: The differential treatment based on unfair categorization (e.g. keeping people out of places or activates because of the group to which they belong).

• It is denial of justice prompted by prejudice.

• When we act on our prejudice, we engage in discrimination.• Is a sociological term referring to the treatment taken toward or against a person

of a certain group in consideration based solely on class or category. It is the actual behavior towards another group. It involves excluding or restricting members of one group from opportunities that are available to other groups. The United Nations explains: "Discriminatory behaviors take many forms, but they all involve some form of exclusion or rejection." Discriminatory laws such as redlining have existed in many countries. In some countries, controversial attempts such as racial quotas have been used to redress negative effects of discrimination.


• Racism: The coupling of the false assumption that race determines psychological –scientific study of human or animal mental functions & behavior - & cultural traits with the belief that one race is superior to another.

• Over racism: is communicated when people make some statement that would by most people be identified as racist.

• Symbolic racism: is attacking some symbol of importance to a particular group.

• Arms-length racism: when you don’t mind ethnic minority people to work with or to socialize with, but that you would oppose any closed relation (marrying).


• Racism: is the belief that the genetic factors which constitute race are a primary determinant of human traits and capacities and that racial differences produce an inherent superiority of a particular race. Racism's effects are called "racial discrimination." In the case of institutional racism, certain racial groups may be denied rights or benefits, or receive preferential treatment. Racial discrimination typically points out taxonomic differences between different groups of people, although anyone may be discriminated against on an ethnic or cultural basis, independently of their somatic differences. According to the UN conventions, there is no distinction between the term racial discrimination & ethnicity discrimination.

• There is some evidence that the meaning of the term has changed over time, and that earlier definitions of racism involved the simple belief that human populations are divided into separate races. Many biologists, anthropologists, and sociologists reject this taxonomy in favor of more specific and/or empirically verifiable criteria, such as geography, ethnicity,..


• Scapegoating: The deliberate policy of blaming an individual or group when the fault actually lies elsewhere or things the did not really do.

• Scapegoating can lead to verbal & physical violence,, including death.


• Institutional Racism: Ideologies and structures that are used to systematic legitimize unequal division of power and resources between groups.

Overcome personal Biases

To overcome:

• Develop an understanding about what is

biases?

• Recognize that racism and discrimination are

still have powerfully impact

To overcome:

• not only be sensitive to your own racisms but

also develop strategies to overcome

• Be attuned to how we communicate our

prejudices

Tools of diversity:Overcome personal Biases

Forms of racism:

• Overt racism, such as “all are lazy” or “they should

go back where they came from”.

• Symbolic racism, is attacking some symbol of

importance to a particular group.


Forms of racism:

• Symbolic racism, such as saying “ affirmative action

required companies to hire people who were not

qualified is a distortion of the actual policy”.

• Tokenism: such as ”I cant be racist, one of my best

friends is……”


Forms of racism:

• Arms – length racism: is suggesting that you don’t

mind to work or know minority people, but you

oppose any closer relationship.


• Recognize the connection between culture and

communication

• Its hard to learn language without its culture.

• Nonverbal communication is impacted by culture

specific meanings.

• We learn more values and world- view if we

communicate with others.

Tools of diversity:Relate culture to communication

• Seek to understand these cultural differences

• Recognize the interdependence nature of

groups.

• Seek culture specific knowledge which

includes history, current social issue,….

• Learn a second language your self

Tools of diversity:Relate culture to communication

• Develop empathy for second language learners, and learn second language yourself.

• Appreciate others attempts to learn your language

• Support those attempts by minimizing stress and making your messages understandable

Tools of diversity:Empathize non-English speakers

The kind of competence meant here is an ability to

accomplish goals while also reducing misunderstanding

and building strong interpersonal relationships, these

competencies will enhance your overall quality of your

life

Tools of diversity:Develop intercultural (cross cultural) competence

Cross Cultural skills includes:

• Acknowledge and work on overcoming prejudices and biases

• Work toward equal-status relationships

• Challenge personal assumption

• Learn how your culture is different from others

• Communicate with those from other cultures

• Learn how others want to be treated and try to accommodate them

Tools of diversity:develop intercultural competence

End of chapter 2Any Question?

communication skills ele205 chapter two communication diversity mohammad r. rawashdeh

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communication works

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enryosasshi communication

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