Intercultural Communication

Prof. Ceyhan ALDEMIR

What is Communication?
The process by which information is exchanged and understood by two or more people, usually with the intent to motivate or influence behavior.

The Manager as Information Nerve Center

External Information

Internal Information Manager as Monitor Information processor Communicator

Manager as Disseminator Distributes information to subordinates

Manager as Spokesperson Distributes information to people outside the organization

Source: Adapted from Henry Mintzberg, The Nature Of Managerial Work(New York:Harper & Row, 1973),72.

Communications Process Model

SENDER

RECEIVER

Message encoded

Channel Message
Noise

Message decoded

Feedback decoded

Channel Feedback

Feedback encoded

Channel Richness
The amount of information that can be transmitted during a communication episode.

Nonverbal Communications
Messages sent through human actions and behavior rather through words Most nonverbal communication is unconscious or subconscious Occurs mostly face-to-fact Three factors in message interpretation
Verbal Impact Vocal Impact Facial Impact

Three Formal Channels of Communications

Source: Adapted from Richard L. Daft and Richard M. Steers, Organizations: A Micro/Macro Approach, 538. Copyright 1986 by Scott, Foresman and Company. Used by permission.

Downward Communications

Messages sent from top management down to subordinates Most familiar and obvious flow of formal communication Encompasses the following 1. Implementation of goals and strategies 2. Job instructions and rationale 3. Procedures and practices 4. Performance feedback 5. Indoctrination

Downward Communications Problems

Drop Off
Distortion Loss of message content

Dealing with Drop Off

Use right communication channel Consistency between verbal and nonverbal messages Active listening

Upward Communications

Messages that flow from the lower to the higher levels in the organizations Five types of information communicated upward 1. Problems and exceptions 2. Suggestions for improvement 3. Performance reports 4. Grievances and disputes 5. Financial and accounting information

Horizontal Communications

Lateral or diagonal exchange of messages among peers or coworkers Purpose is to inform and request support as well as coordinate activities Horizontal communications three categories 1. Intradepartmental problem solving 2. Interdepartmental coordination 3. Change initiatives and improvement

Team Communications

Two characteristics for consideration:

The extent to which team communications is centralized The nature of the teams task

Informal Communications

Are outside formal authorized channels Do not adhere to organizations hierarchy of authority Coexists with formal communications networks Two types of channels

Management By Wondering Around Grapevine

Two Grapevine Chains

Source: Based on Keith Davis and John W. Newstrom, Human Behavior at Work: Organizational Behavior, 7th ed. (New York: McGraw-Hill, 1985).

Dialogue and Discussion: The Differences

Conversation
Lack of understanding, disagreement, divergent points of view Discussion
State positions Advocate convictions Convince others Build oppositions

Dialogue

Reveal feelings Explore assumptions Suspend convictions Build common ground

Result
Long-term, innovative solutions Unified group Shared meaning Transformed mind-sets

Result
Short-term resolution Agreement by logic Opposition beaten down Mind-sets held onto

Source:Adapted from Edgar Schein, On Dialogue, Culture, and Organization Learning, Organizational Dynamics (Autumn 1993), 46.

Ways to Overcome Communications Barriers

Barriers Individual Interpersonal dynamics Channels and media Semantics Inconsistent cues Organizational Status and power differences Departmental needs and goals Communication network unsuited Lack of formal channels

How to Overcome Active listening Selection of appropriate channel Knowledge of others perspective MBWA Climate of Trust Development and use of formal channels Changing organization or group structure to fit communication needs Encouragement of multiple channels, formal and informal

Communication involves:
What you say How much you say How you say

Communicating across cultures needs more than language

Some cultures Need more background and context Need different messages

All cultures have different reactions to

Tone of voice Nonverbal language

All cultures have potential for miscommunication. The more sensitive the message the more miscommunication is.

Factors Affecting Intercultural Communication

Elements Of Effective Cross-Cultural Communication

Recognizing Different Communication Styles

Direct-Indirect High Context-Low Context Nonverbal Communication Saving Face

Elements Of Effective Cross-Cultural Communication

How:

Watch people talk with each other Watch body language Watch hand gestures Watch mimics Watch com. is straightforward Watch com. involves elaborate explanations

A. Direct-Indirect

I. Direct Communication Succinct messages (to the point) Clear, brief Little or no background information Few nonverbal nuances and gestures Eye contact Disagreement expresses openly Understanding verbal message means you have received all or most important parts of communication

II. Indirect Communication How you convey the message, how elegant the language Less reliance on direct-explicit verbal communication Tone of voice, Facial expressions, Body language, Nonverbal gestures are important in relaying the message Subtle communication (you must interpret the meaning of gestures, tones etc. ) Start with history and use eloquent speeches

B. High Context-Low Context

Low Context

High Context

Adequate data to accomplish task is enough Straightforward Less details Know less about the project Need frequent meetings

More data needed Irrelevant information is also requested More detail Know more about the project Few meetings

C. Nonverbal Communication

Body language Eye contact Tone of voice Hand and body gestures Touching, bowing etc. 60 to 70 % of communication is nonverbal 7% comes from the words

C.1. Body Language

Body language: reflects values of a society

e.g. bowing: deference in hierarchical cultures sitting straight: respect in egalitarian cultures standing tall

Guess?

Guess

A Japanese gesture

A French gesture

An Iran gesture

The Japanese gesture means "angry." The French gesture means "I don't believe you." The Iran gesture is extremely obscene, and means roughly "screw you."

Guess?

C.2. Smiles

Smiles may not mean the same as in your culture weak smile: agree or disagree e.g. Japan: frowning is a sign of disagreement Inhaling through clenched teeth Tilting the head Scratching eyebrow Scratching back of head Turning head from side to side Putting head up and down Raising eyebrow Pulling hair from mustache Raising eyebrow with head tilted back Moving index finger from right to left

C.3. Eye contact

Latin American Cultures Chinese Culture

Direct eye contact with superiors is not good, irrespectful

Direct eye contact with superiors is not good, irrespectful Prolonged eye contact is a challange Avoid eye contact to preserve their privacy

Japanese Culture

Avoid eye contact to preserve their privacy

Middle Eastern Cultures

Eye contact is critical in conversing. e.g. if you dont look at the eyes it may mean lack of interest and disrespect

Western Cultures

Represents sincerity, strong intent, even intelligence

C.4. Personal space and touching

Western Cultures

Touching reserved for close friends and family, otherwise it may be regarded offensive Close space between same gender is common. Walking hand in hand shows great respect in Sardia.

Middle-Eastern Cultures Latin American Cultures

C.5. Delivering bad news

Some straight Some indirect

C.6. Using silence and yes to avoid conflict

Silence means Contemplation in Japan Respect in hierarchical societies Disrespect or hesitancy in Western cultures Shyness in India Not to offend the others by saying no

Ten Tips for Cross-Cultural Communication

Slow down and speak clearly Dont ask double questions Dont you want to carry on or shall we stop here? Avoid negative questions Write it down and check A billion in US: 1.000.000.000.000 A billion in UK: 1.000.000 Be supportive

Ten Tips for Cross-Cultural Communication

Check meaning Be an active listener Watch the humor Maintain etiquette

Barriers to Cross-Cultural Business Communication

Modern Day Factors which contribute to and complicate crosscultural differences and conflicts Internationalization Downsizing Mergers Acquisitions Joint Ventures

Barriers to Cross-Cultural Business Communication

Outputs of Poor Cross-Cultural Communication
Loss of customers Poor staff retention-high turnover Power strategy Poor working conditions Misunderstandings Stress Poor morale Poor productivity Lack of cooperation Loss of profits

Obstacles to Effective Cross-Cultural Communication

Lack of communication Lack of spoken dialogue Lack of information Lack of feedback (+ or -) Being too selective in providing information can cause suspicion and jealosy internal strife. Lack of interest, trust and respect

Obstacles to Effective Cross-Cultural Communication

Language Use of inappropriate language & tone Foreign languages

Hurdles to have Effective Cross-Cultural Communication

Cultural difference in Verbal communication Nonverbal communication Social values x belief systems Social customs Business ethics Etiquette and behavior Expectations

Ways to Overcome
Establish mutual respect and understanding Enhance cross-cultural awareness Improve business communication competence