2. CULTURAL COMMUNICATION BARRIERS Week 3 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 Language The influence of culture on communication Non-verbal communication

5. Bina Nusantara HO 07085 Week 3 Seven Barriers to Cross Cultural Communication  Language  Influence of culture on communication  Non-verbal communication  Preconceptions and stereotypes  Tendency to make judgements  High level of stress  Workplace issue

6. Bina Nusantara HO 07086 Week 3 LANGUAGE Skills for language competency  Read  Write  Listen  Speak

7. Bina Nusantara HO 07087 Week 3 LANGUAGE Reducing the language barrier Be aware of the difficulties caused by slang, colloquialisms, idioms Speak clearly and simply at a normal volume Be prepared to clarify meanings (both yours and theirs) Check to establish that all parties understand Be aware of your own communication style Avoid humor and sarcasm

8. Bina Nusantara HO 07088 Australian Use of English Speak quickly/accents Use slang/colloquialisms/idioms May use humor or sarcasm Assume that you are understood because people smile and say yes Use of tag questions Use of double negatives Broken English Raise the voice if not understood the first time Abbreviations Week 3 LANGUAGE

9. Bina Nusantara HO 07089 GROUP DISCUSSION How do Indonesians use English in a way that causes problems for the overseas customers? How about: American? British? Singaporean? Japanese? Week 3 LANGUAGE

10. Bina Nusantara HO 070810 Week 3 INFLUENCE OF CULTURE ON COMMUNICATION Politeness and respect Expression of emotion, disharmony and loudness Apologies Greetings Names Face or self-respect Social status

11. Bina Nusantara HO 070811 Politeness and respect –What are the 2 most used words that show politeness.. PLEASETHANK YOU –Are there any rules regarding their use? –Do we expect everyone in our society to use these terms? Week 3 INFLUENCE OF CULTURE ON COMMUNICATION

12. Bina Nusantara HO 070812 Expression of emotion, disharmony and loudness –E.g. Australians tend to be direct in their communication and will display emotions –Some Asian and Pacific peoples may interpret any open display of emotions as a lack of self-discipline and poor taste Week 3 INFLUENCE OF CULTURE ON COMMUNICATION

13. Bina Nusantara HO 070813 Apologies –The rules governing politeness and apologies vary greatly in different cultures –Australians tend to apologize more frequently than some other cultural groups Week 3 INFLUENCE OF CULTURE ON COMMUNICATION

14. Bina Nusantara HO 070814 Greeting and Small Talk –Australians tend to ask “How are you?” and make comments on the weather –Other cultural groups may ask “Have you eaten already?” or Where have you been?” –Asians when being friendly will ask “Are you married?” – “How old are you?” Week 3 INFLUENCE OF CULTURE ON COMMUNICATION

15. Bina Nusantara HO 070815 Names –Naming systems will vary between cultures –Ask the guest how to address them Example: Malay –Male = Asmi bin Ahmad (“bin” means “son of” Ahmad) –Female = Suraya binti Ahmad (“binti” means “daughter of”) Chinese –Leem See Sing Lim is the family name. Many will add a Western first name (James Lim) or reverse the order of their Chinese name whilst living in Australia. Week 3 INFLUENCE OF CULTURE ON COMMUNICATION

16. Bina Nusantara HO 070816 Face –Self-respect or face is often very important in other cultural groups –It is important to avoid public criticism or disagreement Social Status –In some culture, status (related to age, education, wealth or position) governs relationships and behaviour to a much greater degree than in Australia. Week 3 INFLUENCE OF CULTURE ON COMMUNICATION

17. Bina Nusantara HO 070817 Week 3 Non-Verbal Communication Approx. 65% communication is non-verbal communication Characteristics of non-verbal communication: –Non verbal communication exists –You can’t not communicate –Non-verbal communication is culture-bound –Transmits feeling and attitudes –Serves many functions –Ambiguous

18. Bina Nusantara HO 070818 Non-verbal communication transmit feelings and attitudes Without being able to use words, people’s bodies generally express how they feel – nervous, embarrassed, friendly, angry, happy, etc. Non-verbal communication serves many functions –Repeating –Substituting –Complementing –Accenting –Regulating –Contradicting Week 3 Characteristics of Non-Verbal Communication

19. Bina Nusantara HO 070819 Kinesics and Paralinguistic Kinesics = the study of body language – involves analysis of posture, movement, facial expression, eye management gestures, proxemics (use of space – acceptable social distance when talking) Paralinguistic = rate of speech, volume, pitch, tone of voice – also effect communication Week 3 Non-Verbal Communication

20. Bina Nusantara HO 070820 Week 3 Non-Verbal Behavior

21. Bina Nusantara HO 070821 Eye Contact –As an Anglo-Australian, to impress someone with your honesty, you would probably look directly at the person while speaking –In many cultures, however, lowered eyes indicate an attitude of respect, rather than admission of guilt –Eye contact will also be affected by gender difference Week 3 Non-Verbal Communication

22. Bina Nusantara HO 070822 Week 3 Non-Verbal Behavior Facial Expression –Smiling has quite different functions in different cultural context – Westerners are so used to equating it with friendliness, good humor, amusement.

23. Bina Nusantara HO 070823 Week 3 Non-Verbal Behavior Distance –Intimate Distance Skin contact and ranges out to about 18 inches –Personal Distance Ranges from 18 inches to 4 feet –Social Distance Ranges from 4 to 12 feet –Public Distance Running outward from 12 feet

24. Bina Nusantara HO 070824 Social Distance –A casual conversation in Australia (polite and customary distance) = approx. 2-4 feet from the other person –In Middle Eastern or Latin America cultures, in a casual conversation you should stand very close – within a foot; purposefully breathe in the other person’s face as you talk Week 3 Non-Verbal Behavior

25. Bina Nusantara HO 070825 Touching –When, where and how you touch others is determined by many factors, such as age, sex, social setting, status difference and emotional climate –Touch can communicate many messages: Functional/professional (dental exam, haircut) Social/polite (handshake) Friendship/warmth (clap on back) Love/Intimacy (some caresses, hugs) Sexual arousal (some kisses) Week 3 Non-Verbal Behavior

26. Bina Nusantara HO 070826 Hand Gestures –Most basic gestures may be quite different in another cultural setting –Pointing, waving goodbye – all can be the subject of misinterpretation Week 3 Non-Verbal Behavior

27. Bina Nusantara HO 070827 Dress/ Clothing Clothing conveys messages to the others: –Economic level/ background –Educational level/ background –Trustworthiness –Social position/ background –Level of sophistication –Level of success –Moral character Week 3 Non-Verbal Behavior

28. Bina Nusantara HO 070828 QUESTIONS?

29. Bina Nusantara HO 070829 Review Questions 3 1.List the seven barriers to cross cultural communication 2.Name types of non-verbal behavior and give examples 3.How do you reduce the language barrier?

30. Bina Nusantara HO 070830 Group Assignment for Week 4 Type of assignment : Presentation Topic : How non-verbal communication can be a barrier in intercultural communication Presentation time : 10 minutes per group Note : Presentation should be typed on A4 size paper using times new roman or arial font 12