2. CULTURAL COMMUNICATION BARRIERS (Cont.) Week 4 Matakuliah: V0052 Tahun : 2008

3. Bina Nusantara HO 07083 Learning Outcomes On completion of this unit, the students should be able to identify and recognize major barriers to effective cross- cultural communication. Mahasiswa dapat mengidentifikasikan dan mengenali jenis- jenis hambatan pada komunikasi antar budaya.

4. Bina Nusantara HO 07084 Subjects Non-verbal communication Preconception and Stereotypes Tendency to make judgment Stress level and work place issue

5. Bina Nusantara HO 07085 Week 4 Preconceptions and Stereotypes Stereotypes are sets of attitudes or beliefs in which qualities or characteristics are attributed to a person according to the group of people to which the individual belongs We create a stereotypes when we categorize people according to traits of dress, behavior, physical appearance, and ignore all else about them

6. Bina Nusantara HO 07086 Danger of stereotypes to effective communication: –Stereotypes are rigid, resistant to change, often incorrect and usually unfavorable and judgemental –The over generalized attitudes prevent objective perception and openness to individual differences –They cause us to assume that a widely held believe is true when it may not be Week 4 Negative Effects on Communication

7. Bina Nusantara HO 07087 Shaheen (1984) cited the four Western myths about Arabs as shown on television: “Arabs are wealthy, barbaric, sex maniacs and terrorist-minded” Asian-American become associated with the stereotype of the “model minority” who achieved success through hard work, perseverance, silent stoicism, strong family ties, and strong support for education Week 4 Example of Stereotypes

8. Bina Nusantara HO 07088 Week 4 Avoiding Preconceptions and Stereotypes Become aware of you own preconceptions and stereotypes of the guests’ culture Beware of media stereotyping Re-interpret the guests’ behavior from their own cultural perspective Don’t make assumptions and take things for granted Be willing to adapt and change your own stereotypes to fit your new experiences Treat your international guests as you do all your guests – as individuals

9. Bina Nusantara HO 07089 Week 4 Prejudice Prejudice refers to the irrational suspicion or hatred of a particular group, race, religion, or sexual orientation (Rothenberg, 1992)

10. Bina Nusantara HO 070810 Week 4 Tendency to Make Judgments Tendency to judge is largely due to ethnocentrism Ethnocentrism is negatively judging aspects of another culture by the standards of one’s own culture To be ethnocentric is to believe in the superiority of one’s own culture.

11. Bina Nusantara HO 070811 Week 4 Avoiding Inappropriate Judgments Known your own cultural values Be aware of ethnocentrism (making judgments based on ones own standards and applying those standards in judging others from different cultural backgrounds) Be objective Be aware of cultural differences in standards and norms of behavior in other cultures Don’t judge someone from another culture by your own cultural values until you have to know them and their cultural values

12. Bina Nusantara HO 070812 Week 4 High Level of Stress at Works Long hours Late hours Shift work High level of customer contact Physically demanding Many cross-cultural situations

13. Bina Nusantara HO 070813 Week 4 Reducing Stress and Anxiety Increase knowledge and understanding of the cultural backgrounds of your guests Aware of the stress factor

14. Bina Nusantara HO 070814 Week 4 Identifying Workplace Issue With Guests: –Difficulty with language on menus, check-in, hotel directory, facilities usages, signs, safety, medical needs With Colleagues: –Family obligations –Religion/holidays –Work ethics –Family structure

15. Bina Nusantara HO 070815 QUESTIONS?

16. Bina Nusantara HO 070816 Group Discussion Develop a list of situations that can cause communication problems in the workplace for international guests Suggest strategies to reduce the problems

17. Bina Nusantara HO 070817 Review Questions 3 1.What are the negative effects of ethnocentrism on communication? 2.What is prejudice? Give examples. 3.Explain why the level of stress at the work place may cause barrier in communication.