Effective Communication in a Culturally Diverse Workplace

Dr. Linda BeamerCalifornia State University,Los Angeles

Understanding Unfamiliar Cultures

Using a culture-general approachValues orientationBehavior comparison

Overcoming Bias and Stereotypesthe threat of the unknownthe comfort of the familiar

Communicating with StrangersWe operate on our own cultural assumptions

range of what is “normal” is culturally basedexpectations may be limited

Discomfort occurs when we encounter the unfamiliar and unexpected

nonverbal communication differslevel of personal disclosure differsformality/informality of language

Typical responses

Dimensions of Culture Individualist vs. collectivist Horizontal vs. hierarchical

Form distrusted vs. form trusted Self in control vs. Other in control Learn from experience vs. from authority Rules-observant vs. rules-bending Communication direct vs. indirect Uncertainty-tolerant vs. uncertainty-averse

Individualist vs. Collectivist Individualist cultures:

Value independence for each individual

Decision-making about one’s own affairs is left to the individualAccomplishments are credited to the individualMilestones in reaching one’s goals are importantOvercoming obstacles on one’s own is valued

Collectivist cultures:Value the group as the basic unit, and the individual as a fraction of a whole

Membership in the group is importantMembership means decision making is done by the collectiveMembership means accomplishments are collective

Hierarchical cultures: value status and rankthose at the top are not challenged or questionedthose at the top are responsible for outcomesthose at the top often have a responsibility for nurturing those below

Horizontal vs. Hierarchical

Horizontal cultures: have fewer laddersshared responsibilitymany contributors to the decision-making

(Isn’t this collectivist? No, because…)input is considered valid when it comes from many sources throughout an organizationflatter structure equalizes individual responsibility and opportunity

Form Trusted vs. Suspect When form is trusted:

the rules of “correct” behavior are known to all:Risk of making a faux pas is slight

Social errors can make the group as well as the individual look untrustworthy, immature

Personal and group face can be protectedComfort level is high for those who know the rules

Where form is suspect:Lack of authenticity is disparagedPhoniness must be revealed and rejected

if individuals can present themselves by their own words and deeds, being authentically who you say you are is importantrules of behavior can camouflage the actual personFalse representation may be admired when it succeeds

Self in Control vs. “Other” in Control When the self is in control of events:

the self also is responsible for outcomesplanning carefully becomes important to avoid unplanned results

strategy and strategic thinking resultstactics to achieve strategies are valued

freedom is closely related to controlcontrol is closely related to independence and achievement

When the “Other” is in control:Fate, Destiny, the Will of God explains outcomesStriving against the controlling power is folly

piety may be valuedspiritual and spirit-filled world view

freedom results from letting go of controllack of order would result if the larger “other” were not taking charge

Learning from experience vs.authorityLearning from experience means:

It isn’t true or learned until it is lived obstacles are turned into learning opportunitiesexperiences can be viewed as successes

Older persons have experienced more, and therefore are more learnedExperiences that don’t teach something are wasted opportunitiesHands-on learning is the most valuable kind

Learning from authorities means:Teachers, authors, religious leaders, lecturers, etc. are the source of learningOne learns by mastering their wisdomPersonal experience is only fragmentary compared to the collected wisdomOne learns by becoming aware of and storing mentally the insights of others

Rules-observant vs. Rules-bending Rules-observant cultures:

Believe it is good for people to follow lawsequally expected of all keeps people from exploiting others

View law breakers as negativeTrust the law to ensure equality of opportunity, in spite of flawed implementation

Rules-bending cultures:Expect to be able to make exceptions

when status issues arisewhen inequalities of need are apparentfor the sake of relationships

See laws as inevitably impossible to apply in ways that ensure the goodSee their own ability to get around rules as a positively valued skill

Direct vs. Indirect Communication Direct communication means:

putting the main message up frontpreferring words that are unadorned, straightforward, and dynamicvaluing the truth/facts over politeness“calling” people on their waffling or contradictions or ambiguityusing bullets and point form avoiding contextual details

Indirect communication means:delaying main messages until after details and explanations tolerating and enjoying ambiguity in word choicepreserving and nurturing the relationship with othersvaluing the pleasant exchange more than objective truthrelying heavily on context to communicate important meanings

Uncertainty tolerant vs. averse Tolerating uncertainty means:

less concerned about taking personal risksacceptance of challenges in new situationsfailure is not necessarily a huge disasterwillingness to live without all the answersoften responsibility lies with “other” and not with individualplanning is not viewed as the cure-all for preventing problems

Aversion to uncertainty means:tendency to plan in order to minimize the unknowntendency to play by the rules in work issues, especially regarding promotiondesire to have clear lines of authority and responsibility in the workplacefear of failurefear of being in a risky situation where the outcome is unpredictable

Asian Cultures

Individualist collectivist Horizontal hierarchical Form distrusted trusted Self control Other control

Learn from experience authority Rules-observant rules-bending Communication direct indirect Uncertainty-tolerant uncertainty-

averse

Euro -American Culture

Individualist collectivist Horizontal hierarchical Form distrusted trusted Self control Other control

Learn from experience authority Rules-observant rules-bending Communication direct indirect Uncertainty-tolerant uncertainty-

averse

African American Culture

Individualist collectivist Horizontal hierarchical Form distrusted trusted Self control Other control

Learn from experience authority Rules-observant rules-bending Communication direct indirect Uncertainty-tolerant uncertainty-

averse

Latino Cultures

Individualist collectivist Horizontal hierarchical Form distrusted trusted Self control Other control

Learn from experience authority Rules-observant rules-bending Communication direct indirect Uncertainty-tolerant uncertainty-

averse

Clusters of Cultures

Asi

an

Latin

o

Af r

ican

Am

eric

a n

Individualist Collectivist

Euro

Am

eric

an

Ger

man

/ Bri t

ish

Horizontal Hierarchical

Ger

man

/ Bri t

ish

Euro

Am

eric

an

Afr

ican

Am

eric

an

Asi

an

Latin

o

Form distrusted Form trusted

Euro

Am

eric

an

Afr

ican

Am

eric

an

Ger

man

/ Bri t

ish

Latin

o

Asi

an

Self in control Other in control

Euro

Am

eric

anG

erm

an/B

ri tis

h

Afr

ican

Am

eric

an

Asi

an

Latin

o

Learn from Experience Learn from Authorities

Afr

ican

Am

eric

an

Euro

Am

eric

an

Ger

man

/ Bri t

ish

Asi

anLa

tino

Rules Bending Rules ObservantA

sian

Latin

o

Afr

ican

Am

eric

an

Euro

Am

eric

an

Ger

man

/Bri t

ish

Communication Direct Communication Indirect

Asi

anLa

tino

Ger

man

/ Bri t

ish

Euro

Am

eric

an

Afr

ican

Am

eric

an

Uncertainty-averse Uncertainty-tolerant

Ger

man

/ Bri t

ish

Euro

Am

eric

an

Afr

ican

Am

eric

an

Asi

an

Latin

o

What it Means for Communicating at WorkAfrican American workplace:

Asian student:

Communication problems likely to occur: about communication style, status, future

Asian workplace:

Latino student:

Communication problems will occur less often: key values are similarly oriented

Latino workplace:

African American student:

Communication problems likely about style of communicating, future, status and learning

Euro American workplace:

Latino student:

Communication problems likely to occur: about many cultural values, communication style

What We Can DoBecome aware of the differences in values that constitute cultural dimensionsDiscern different communication styles and the concerns that generate themUnderstand your own cultural priorities and therefore your own probable biasesKeep your communication clear, and aid your messages with graphics