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Chapter 3:

Cultural Diversity

Communicating in the Workplace, First Edition


2010 Pearson Education, Upper Saddle River, NJ 07458.
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Diversity is Important

Includes multiple characteristics

Gender, race, language, etc.

Likelihood of interaction

Increasing global interdependence

Oil, nuclear emissions, drugs, viruses

Many domestic jobs rely on foreign


trade

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


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Diversity is Important

Increasing ethnic/language
minority

One in three are an ethnic minority

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


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Picture Intercultural
Communication

Enryo-Sasshi Japanese model

Enryo discrete, hesitant, restrained


Sasshi sympathetic, surmise, guess

All possible
things that
could get
expressed

What is
actually
expressed

Enry
o
Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

Sassh
i

What is
understood
based on
empathy and
sympathy

2010 Pearson Education, Upper Saddle River, NJ 07458.


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Cross-Cultural
Communication Principles

The greater the difference, the greater


the likelihood of a breakdown

Breakdowns are usually because of


cultural differences

People tend to be more conscious about


their own communication

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


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Cross-Cultural
Communication Principles

Dos and taboos vary across cultures

Learning about norms/variations helps


increase understanding

If you see others as


friendly/cooperative, barriers will be
easier to overcome

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


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Cross-Cultural
Communication Differences

Task-oriented vs. Relationship-oriented

What a person does/accomplishes


U.S.

Individualism vs. Collectivism

Self-improvement/individual achievement
Focus on the group, not individual
U.S. vs. Japan

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


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Cross-Cultural
Communication Differences

Power/Status Distance

In some groups all are treated equally


First names used
In some groups relationships are
hierarchical

Ex. Indias caste system

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


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Cross-Cultural
Communication Barriers

Walking on Eggs

Certain topics create tension


Those topics can be difficult to ascertain
Ethnic, racist, sexist, political jokes
What if you were the target?
Develop empathy
Ask people to share their perceptions, or
Wait until you have developed a relationship

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Cross-Cultural
Communication Barriers

Hot buttons

Words that evoke an emotional response


Profanity, derogatory

Ex. Don Imus

Control your emotional response


Talk to the other person

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Cross-Cultural
Communication Barriers

Stereotyping

Apply what youve learned to all members


of a group

Social groups change


Individuals have their own personalities
Individuals belong to multiple groups

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Cross-Cultural
Communication Barriers

Language, Vernacular and Accent Bias

All language communicate all thoughts

Vernacular: specific language used in particular


communities

Accent bias (Valley Girl, Southern Drawl)

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2010 Pearson Education, Upper Saddle River, NJ 07458.


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Cross-Cultural
Communication Competence

Overcome Personal Biases

Prejudice
Stereotype
Discrimination
Sexism
Racism
Racism

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

Homophobia
Ethnocentrism
Scapegoating
Institutional

2010 Pearson Education, Upper Saddle River, NJ 07458.


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Cross-Cultural
Communication Competence

Racism

Overt
Symbolic
Tokenism
Arms-length

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


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Cross-Cultural
Communication Competence

Relate Culture to Communication

Hard to know language w/o culture


Nonverbal communication is impacted
by culture-specific meanings
Girls games: house, school,
collaboration
Boys games: sports, winning,
aggression

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

Cross-Cultural
Communication Competence

Empathize with Those for Whom


English is Not Their First Language

Learning a new language is difficult


Empathizing helps minimize stress
Use visuals

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


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Cross-Cultural
Communication Competence

Recognize Your Own Privileges

Certain social groups are privileged

Develop Cross-Cultural Competence

Life-long process
See list of abilities in Ch. 3
Learn how to handle situations

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


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Diversity and Technology

Global village (TV, computer)


Internet (You Tube, Facebook)

Dont assume anything by a name


Apply all guidelines from this chapter
Recognize and appreciate others
efforts
Dont pass on offensive
communication

Cheesebro, OConnor, Rios: Communicating in the Workplace, 1e.

2010 Pearson Education, Upper Saddle River, NJ 07458.


All rights reserved

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