A Communications Model
Channel
Sender
Message
Audience
Feedback
Feedback
change.
And..
Sensitive to verbal
& nonverbal behavior. Aware of values, beliefs, practices of other cultures. Sensitive to differences within cultures.
High-Context Cultures
Infer information from
message context, rather than from content. Prefer indirectness, politeness Asian & ambiguity. Latin American Convey little information Middle Eastern explicitly. Rely heavily on nonverbal signs.
Low-Context Cultures
Rely more on content
information.
Value directness. See indirectness as
Scandinavian
North American
manipulative.
Value written word more
Context is information that surrounds a communication and helps convey the message
Messages are often highly coded and implicit in high-context societies, such as Japan and many Arab countries The message is explicit and the speaker says precisely what he or she means in low-context societies such as the United States and Canada
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French
North Americans Scandinavians Germans Swiss Germans Low-context/explicit communication cultures
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Indirect Direct
Elaborate Exacting Succinct
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Contextual
Personal
Focus is on the speaker and role relationships Focus is on the speaker and personal relationships
Language is process oriented and receiver focused Language is goal oriented and sender focused
Affective
Instrumental
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In high-context cultures, messages are implicit and indirect Voice intonation, timing, and facial expressions play important roles in conveying information In low-context cultures, people often meet only to accomplish objectives and tend to be direct and focused in their communications
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Three degrees of communication quantity elaborate, exacting, and succinct. The elaborating style is more popular in high-context cultures that have a moderate degree of uncertainty avoidance The exacting style focuses on precision and the use of the right amount of words to convey the message and is more common in low-context, low-uncertainty-avoidance cultures The succinct style is more common in high-context cultures with considerable uncertainty avoidance where people tend to say few words and allow understatements, pauses, and silence to convey meaning.
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Contextual style is one that focuses on the speaker and relationship of the parties Contextual style is often associated with highpowerdistance, collective, high-context cultures Personal style focuses on the speaker and the reduction of barriers between the parties Personal style is more popular in low-power-distance, individualistic, low-context cultures
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Affective style is common in collective, high-context cultures and is characterized by language that requires the listener to note what is said and to observe how the message is presented The meaning is often nonverbal and requires the receiver to use his or her intuitive skills to decipher the message Instrumental style is goal oriented and focuses on the sender who clearly lets the other party know what he or she wants the other party to know. The instrumental style is more commonly found in individualistic, low-context cultures
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Communication Flows
Downward communication
Transmission of information from manager to subordinate Primary purpose of manager-initiated communication is to convey orders and information Managers use this channel for instructions and performance feedback The channel facilitates the flow of information to those who need it for operational purposes
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Communication Epigrams
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Nonverbal Communication
Nonverbal communication The transfer of meaning through means such as body language and use of physical space Kinesics The study of communication through body movement and facial expression
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Nonverbal Communication
Proxemics
The study of the way that people use physical space to convey messages
Intimate distance is used for very confidential communications Personal distance is used for talking with family and close friends Social distance is used to handle most business transactions Public distance is used when calling across the room or giving a talk to a group
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18 18 to 4
Social distance
Public distance
4 to 8
8 to 10
Adapted from Figure 73: Personal Space Categories for Those in the United States
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Nonverbal Communication
Chronemics
Things are done in a linear fashion. Manager addresses Issue A first and then moves on to Issue B Time schedules are very important and time is viewed as something that can be controlled and should be used wisely People tend to do several things at the same time People place higher value on personal involvement than on getting things done on time Schedules are subordinated to personal relationships
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Two basic types of feedback systems between home office and affiliates
Personal (e.g., face-to-face meetings, telephone conversations and personalized e-mail) Impersonal (e.g., reports, budgets, and plans)
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Separate Questions. Try not to ask double questions such as, Do you want to carry on or shall we stop here? In a cross cultural situation only the first or second question may have been comprehended. Let your listener answer one question at a time.
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Avoid Negative Questions. Many cross cultural communication misunder-standings have been caused by the use of negative questions and answers. In English we answer yes if the answer is affirmative and no if it is negative. In other cultures a yes or no may only be indicating whether the ques-tioner is right or wrong. For example, the re-sponse to Are you not coming? may be yes, meaning Yes, I am not coming.
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Take Turns. Cross cultural communication is enhanced through taking turns to talk, making a point and then listening to the response.
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Write it Down. If you are unsure whether something has been understood write it down and check. This can be useful when using large figures. For exam-ple, a billion in the USA is 1,000,000,000,000 while in the UK it is 1,000,000,000.
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Be Supportive. Effective cross cultural communication is in essence about being comfortable. Giving encouragement to those with weak English gives them confidence, support and a trust in you.
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Check Meanings. When communicating across cultures never assume the other party has understood. Be an active listener. Summarise what has been said in order to verify it. This is a very effective way of ensuring accurate cross cultural communication has taken place.
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Avoid Slang. Even the most well educated foreigner will not have a complete knowledge of slang, idioms and sayings. The danger is that the words will be understood but the meaning missed.
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Watch the humour. In many cultures business is taken very seriously. Professionalism and protocol are constantly observed. Many cultures will not appreciate the use of humour and jokes in the business context. When using humour think whether it will be understood in the other culture. For example, British sarcasm usually has a negative effect abroad.
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Maintain Etiquette. Many cultures have certain etiquette when communicating. It is always a good idea to undertake some cross cultural awareness training or at least do some research on the target culture. Cross cultural communication is about dealing with people from other cultures in a way that minimises misunderstandings and maximises your potential to create strong cross cultural relationships. The above tips should be seen as a starting point to greater cross cultural awareness.
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Always Remember Culture is not the same as race, ethnicity, or country of origin. Although all of these things contribute to culture, many other things do as well. You may have differences in communication style with someone who looks just like you and may have the same style as someone who looks much different. The bottom line is: don't assume and remember that everyone is an individual.
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THANK YOU
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