1. AGENDA 1.Review 2.Simulation- BAFA-BAFA 3.Cultural Etiquette of Communication 4.Video- A class Divided 5.Discussion

2. CHAPTER 5 Learning the Cultural Etiquette of Communication

3. 1. Its more than Language: Cultural Sources of Misunderstanding 1.1 Degree of Directness –Getting straight to the point: USA –Small talk before business at hand

4. Its more than Language: Cultural Sources of Misunderstanding (Cont) 1.2 Appropriate Subjects –Personal versus private matters: –E.g. price of one’s house, clothing, cost of house, grades, and pay

5. Its more than Language: Cultural Sources of Misunderstanding (Cont) 1.3 Facial Expression and Eye Contact Direct eye contact: Showing attention (USA) and disrespect (African) –No eye contact- Hiding something(USA)

6. Its more than Language: Cultural Sources of Misunderstanding (Cont) 1.4 Touch –Women: Woman initiates handshake- British –Light hug and 3 kisses from cheek to cheek- French –Firmer hug and one kiss on cheek- USA –Kiss directly on mouth-: South Africa

7. Its more than Language: Cultural Sources of Misunderstanding (Cont) 1.5 Loudness of Pitch -Speaking louder: Americans, Africans - Speaking softly- Europeans

8. Its more than Language: Cultural Sources of Misunderstanding (Cont) 1.7 Silence -Silence avoidance: USA -Silence appreciation- Japanese

9. 2. Dealing with Frustration of not Being Understood 2.1 Speaking louder-being heard vs. not being understood 2.2 Repeating self-even using same words not understood 2.3 Getting angry and or frustrated

10. 3.1 They are talking about me: assumption that if they are talking another language they are talking about you 3.2 They do not want to learn my language: assuming resistance towards own language 3.3 They know my language they just don’t want to use it. Assuming bad intentions 3. Assumptions that Get Us into Trouble

11. 4. Communicating with People With Limited Command of the Language 4.1 Make it visual -Use pictures and diagrams 4.2. Show and tell -Demonstrate 4.3 Use the other listener’s language 4.4 Take it Easy -Slow down

12. Communicating with People With Limited Command of the Language (Cont) 4.5 Keep it simple -Avoid jargon -Use simple language -Be careful not to be too simple to insult 4.6 Say it Again -Repeat using different words with same meaning

13. Communicating with People With Limited Command of the Language (Cont) 4.7 Assume Confusion Assume that you will not be understood Watch for non-verbal behaviors 4.8 Get Help 4.9 Empathy Place yourself in the position of the listener

14. Communicating with People With Limited Command of the Language (Cont) 4.10 Smile but do not laugh -Laughing can embarrass and even hurt listener

15. 5. Calling People What they Want to Be Called Use what the affected people prefer Avoid terms whose meaning you do not understand Do not use generic names Note that not all members may prefer same Term Be aware that terms may change over time

16. 6. Communicate Your Expectations To ensure that clarity of purpose, goals, procedures, rewards etc, make sure employees know what you expect Exercise: Expected Employee Behaviors Checklist p121

17. 7. Conflict -Does occur in any culture -Generally undesirable in all societies -Tendency to avoid dealing with it

18. 8. Cultural Norms Affecting Conflict in diverse Environment 1.Conflict seen as disruptive to harmony e.g., Thai, Vietnamese, Filipino 2.Conflict As Risk of Loss of Face- e.g., Latino, Middle East

19. Cultural Norms Affecting Conflict in diverse Environment (Cont) 3. Cultural Differences in Communication Styles 4. Conflict interpreted as Prejudice and Discrimination

20. Model of Cultural Synergy (Nancy Adler) 1.Define problem from both points of view Identify how problem is defined from the different cultural views 2.Uncover Cultural Interpretations -What assumptions are made from each person’s cultural programming? 3.Create Cultural Synergy -Win-win solution

21. Suggestions To Achieve Cultural Synergy 1.Use indirect approach 2.Emphasize harmony

22. Suggestions To Achieve Cultural Synergy (Cont.) 3.Clarify cultural influences -Make parties aware of cultural the different programming involved 4.Work with informal leader -Seek help from respected group members

23. Suggestions To Achieve Cultural Synergy (Cont.) 5.Be Specific & Explicit -Identify specific behaviors & situations 6.Be Honest With Yourself Recognize own actions & behaviors

24. Suggestions To Achieve Cultural Synergy (Cont.) 7.Find out about conflict resolution in cultures of concerned individuals 8.Avoid cornering any of the parties involved

25. Suggestions To Achieve Cultural Synergy (Cont.) 9.Capitalize on Relationships -Identify past good relations 10.Respect all parties concerned