Chapter 7

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 the language.
-- Federico Fellini Filmmaker and director, Italy
(p. 200)

Whatever the culture, theres a tongue in our head. Some use it, some hold it, and some bite it. 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)

Opening question:
What advice, if any, can we derive from the observations of Fellini and Lewis to become more effective communicators across cultures?

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?

(p. 201)
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Topic for today: Communication across cultures

Perception and communication Culture and communication: A model Language, logic, and communication Message content and context Communication protocols

Eye of the beholder: Perception and communication: A starting point

Selective perception: 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)

Culture and communication: A model

Exhibit 7.1. Cultural influences on the communication process

Culture 1: Senders normative beliefs about appropriate communication behavior (e.g. belief in open and frank discussions; confrontation acceptable)

Culturally compatible communication style (e.g., speak frankly and firmly; stay focused on task; push for quick response)

Senders communication style (e.g., construct and convey direct message to receiver; expect direct and timely 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) Receivers response (e.g., ignore direct approach; evaluate message through cultural screens; delay responding; use nonverbal communication)

Culture 2: Receivers normative beliefs about appropriate communication behavior (e.g., reflect before speaking; avoid offending others)

Culturally compatible communication style (e.g., speak subtly; consult with others before responding; avoid direct confrontation)

(p. 203)

Language, logic, and communication: Two issues

1. Language and linguistic structures 2. Cultural logic and shared meaning

1. Language and linguistic structures

Linguistic structures: The manner in which words, grammar, syntax, and the meaning of words are organized and used. Sapir-Whorf 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)

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)

2. Cultural logic and shared meanings

Cultural logic: Is the process of using our own assumptions to interpret the messages and actions of others, thereby inferring their motives and intentions. Provides people with a system of assumptions about what is mutually known and understoodour common ground.
(p. 209)

Cultural logic and cross-cultural communication

Initial message creation: Senders mental image of intended message Senders communication preferences: Content and form Senders final message creation and transmission: Incorporating senders preferred message content and form as modified by his/her assumptions of recipient Recipient's communication preferences: Content and form Message receipt: Recipient's mental image and interpretation of received message

Senders assumptions of recipient's knowledge and communication preferences

Recipient's assumptions of senders knowledge and communication preferences

Recipients response: Based on message interpretation and learning, recipient becomes sender of a second message as the communication exchange continues

Original sender to recipient

(p. 210)

Consider: An 8:00 meeting

(pp. 210-211)

Challenges facing non-native speakers

Native English speaker speaking English

Thinks in English Speaks in English Understands subtleties of English language conversations Since messages are usually clearly understood, action implications are also clear.

Non-native English speaker speaking English

Thinks in other language; often must interpret incoming and outgoing messages Often limited vocabulary Often lacks sensitivity to subtleties of English language conversations Since messages are not always clearly understood, action implications can also be unclear.

(p. 212)

Cultural differences in interpersonal communication

(pp. 215-228)

1. Cultural influences on message content

Appropriate topics for discussion: What topics are taboo for discussions? (family? illness? politics?) Affirmations and rejections: Must you agree? Can you say no? (What is the meaning of hai?) Openness to express opinions: Can you really express your opinions? (speaking to superiors? Speaking to inferiors?)
(p. 216)

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)

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 more important than message Rank of receiver can affect medium and message Countries: China, India, Japan, Korea

Mid-range context cultures

Both verbal and non-verbal communication is often used in tandem. Medium and message are both important Most countries fall somewhere within this midrange category Countries: Brazil, Canada, France, Morocco, Nigeria

Low context cultures

Overt message content Non-verbal cues often unimportant or ignored Message is typically more important than the medium Rank of message sender or recipient may affect message or medium Countries: Australia, Germany, Russia, USA

(p. 219)

2. Cultural influences on message context

Facial expressions: 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 communication: Do we use secret codes or symbols to convey meaning that others cannot detect?

(p. 218)

3a. Cultural influences on appropriate formalities (communication protocols)

Opening a conversation: Who should speak first? Should we be assertive or passive? Ending a conversation: Who should end the conversation? Is there a formal end or do people just wander off? Presenting ideas or proposals: Should you present a proposal all-at-once or piece-by-piece? Interruptions and silence: Is it acceptable to interrupt? Are you comfortable with periods of silence? Vocal characteristics: Should you speak fast of slow, loud or soft?
(p. 223)

3b. Cultural influences on appropriate behaviors (communication protocols)

Apologies: When should you accept blame? How to save your own and others face? Disagreements: How should you express your disagreements? Emotional 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)

MANAGERS NOTEBOOK:

Communicating across cultures: summary

Communication challenges Language and logic differences Message content and context Communication protocols Technologymediated communication

Communication enhancement strategies Enhance message clarity Enhance message comprehension Minimize communication breakdowns

Communication outcomes Improved exchange of ideas Improved cooperation and job performance Avoidance of future misunderstandings Establish basis for future relationships

(p. 223)

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

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.

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.

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.

Application: Communication protocols

1. Identify several of the more important communication protocols (both formalities and behaviors) governing interpersonal 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 a prospective client or partner from a different culture? 3. How might you prepare yourself so these challenges could be minimized?

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Think about it: 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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