Intercultural Communication

Communication particularly language is central to understand and manage

organization behaviour.
Language training to improve international communication is only a partial solution.
The Nature of the Culture: Cultural included collective mental programming.
Cultural Elements - Things and ideas that represent profound aspects of cultural
influence, such as art, music, schools, and belief systems. How people live, how they
are different from us.
Cultural Values - What a culture reveres and holds important. What people hold
important.
Cultural Contexts (source of info) Information not explicitly communicated through
language, such as environmental or non-verbal cues. High-context cultures derive
much information from these cues. Low-context cultures rely more heavily on words.
Basic communication process, How diff cultures use different styles of verbal
communication, barriers, and tips to enhance communication style.
High context: people focus on non-verbal behaviour as well. Value social status.
Low context: focus on the content. People dont care as much about the nonverbal.

Communication is
the ability to share ideas and feelings
a two-way process in which the
communicators try to achieve a shared
meaning. Meaning-making process.
Treat people as unique individuals.
the process that occurs between
individuals, via behaviour (verbal or
nonverbal) that is perceived by another.

Communication styles:
-

Direct vs. indirect:

- Direct: yes/no answer; easier to communicate with; individualistic
- Indirect: yes and no is impolite. we can talk about it, well consider/think about it.
(high context cultures)
Elaborate vs. specific
- Elaborate: more detailed, low uncertainty avoidance. Create more favorable image.
- Specific: content oriented, to the point, do not waste time. People who are specific.
Personal vs. contextual
- Personal: treat people as unique individuals, focus on the person; individualistic
societies. Informal style.
- Contextual: focuses on role and status, collectivist societies. More formal. People care
about gender, status, role.
Instrumental vs. affective
- Instrumental: centre focused, goal oriented.
- Affective: process oriented and receiver focused communication; collectivist societies
relationship is most important. People focus on who they are talking to. Not only
focus on what you want people to understand.
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Listening styles
Listening styles affect success
Listening Style also effects:
People-Oriented Listeners
Action-Oriented Listeners
Content-Oriented Listeners (people take words
literally), every words
Time-Oriented Listeners, evaluated listeners
(thinking and evaluating)
Most effective: empathetic, active. Listen to what
people have to say, take notes and paraphrase.

Communication Process
Source: E.M. Rogers and R. Agarwala-Rogers, Communications in
Organizations, New York: Free Press, 1976

Transmission Phase information is shared

Feedback Phase assurance of a common understanding
Encoding translating the message into symbols or words
Decoding the interpretation of the message
Medium the pathway: telephone, letter, email, face-to-face
Noise anything that hampers any stage of the communication
process
Transmission Phase
Message

Encoding

Noise

Sender
Decoding by
Sender
(now receiver)

Medium

Medium

Decoding by
Receiver
Receiver
(now sender)

Encoding
Feedback Phase

Message
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Importance of Communication to
Management

Recall from Week 1: Management is essentially

getting things done through other people.
For the manager, communication facilitates:
Control
Motivation
the expression of emotions and
the transfer of information/meaning

Verbal vs. Nonverbal communication

Verbal Communication

1. Based on culturally
agreed upon set of
symbols
2. usually deliberate
3. Learned later in life
4. Come in an orderly
sequential way
5. Has a definite ending
point

Nonverbal
Communication
1. Based on culturally
agreed upon set of
symbols
2. Often governed
biologically/involuntarily
3. Learned earlier in life
4. Do not come in an
orderly sequential way,
but simultaneously from
a multiple of channels
5. Continuous process,
never ending
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Obstacles to Intercultural
Communication
Pragmatic:
Language: not able to understand the persons
language, accent.
Value-Driven: ideological differences. More ideological
differences, more difficult to communicate.
Cultural Values (as per frameworks)
Materialism: Importance placed on material acquisitions
Religion
Perceptual:
Ethnocentrism: people believe that their own way is the
best, superior to others.
Stereotyping: generalizing behaviour, to an individual or
group. You can generalize but you have to look more
information about the person and then see if you have
to change the way you view the person.
Prejudices:
Perception: How we see others and ourselves
Misinterpretation
Misevaluation
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Intercultural Communication Competence

An effective communicator:
Sees people first and representatives of
cultures second
Knows people are basically good
Knows the value of other cultures as well as
that of his own
Has control over reactions
Speaks with candour
Has inner security and is comfortable being
different from people
Expect the unexpected, expect the differences
Emotional stability. Control your emotions.

Culture Shock: The U-Curve of Adjustment

IMPORTANT FOR EXAM
1.

2.
3.

4.

5.
6.

Initial Contact: Failure to recognize new realities with a

continuation of the home culture perceiving the new
culture from the point of view of ones own culture.
Excitement state.
Initial Culture Shock: Disorientation experienced
because of lack of familiarity with day to day cues a
disintegration stage.
Superficial Adjustment: Learning to cope, survive,
overcoming the negative effects of culture shock (but only
in a temporary way). People feel home sick but they try to
adjust.
Depression/Isolation: A growing awareness of deep
cultural differences, a feeling of alienation, lack of fit-in.
People cant fit, feel deep cultural differences, miss their
home and friends, what they are familiar with.
Reintegration/Compensation: Development of coping
mechanisms and behaviour. More networking to learn
about the environment.
Autonomy/Independence: An acceptance and a
recognition of the value of the differences between
home/host cultures.

Theories on the Development of Intercultural

Communication Competence
1.

Psychological Theories: how individuals adjust to new

environment.
(a) General Systems Theory
(b)Uncertainty Reduction Theory

2.

Sociological Theories: how society help people adjust to

new environment.
(a) Convergence Theory
(b) Interpersonal Theory

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Level of Cultural Adaptation

(a) General Systems Theory

Internal Transformation
Outcomes:
> functional fitness
>psychological health
Emergent intercultural
identity

Adaptability to mitigate stress:

An alteration of old cultural ways

St
re
ss

Response: Protective Psych

Selective attention
Denial, avoidance
withdrawal, hostility

Lack of understanding
Need to manage cultural
Differences, unfamiliarity
Inter-group posture

Time

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(b) Uncertainty Reduction Theory

(a threshold

theory)

Two types of uncertainty

1. Predictive
2. Explanatory

MIN.TOLERABLE
THRESHOLD -----

Axis of Uncertainty

MAX TOLERABLE
THRESHOLD -----

Difficulties
Communicating

Easier to
Communicate
Effectively
Difficulties
Communicating

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(b) Uncertainty Reduction Theory

A primary motivation for communication (& for striving to develop trust)
is the need to reduce uncertainty & its emotional equivalent (anxiety).
Here are 8 variables that can help (note any similarity to the Obstacles
to Intercultural Communication, on a previous slide?):
Pragmatic:
1.
Second language competence
Establishment of Common Cultural Values:
1.
Shared networks
2.
Inter-group attitudes
3.
Favourable contact
Perceptions:
1.
Knowledge of the host culture
2.
Stereotypes
3.
Cultural identity
4.
Cultural similarity

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(a) Convergence Theory

Communication creates a network of relations among

people that makes up the structure of society.
Society, people will help you adjust. Positive approach to
society.
Use technology its a good tool to help you understand
what you need to know and adjust.
If communications in a society is unrestricted, then
convergence among members in terms of beliefs will be
evident

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(b) Interpersonal Theory

People oriented
Task oriented
Increased closeness (intimacy)
=> interest in openness, authenticity, honesty, trust,
& empathy
Improved performance
=> interest in communication & relational
competence

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Selecting Employees in a Global

Labour Market (on Exam)
Basic principles for selection of
employees for international
assignments:

Competency in the employees area of expertise

Ability to communicate
Flexibility and tolerance for ambiguity
Sensitivity to cultural differences
Motivation to succeed
Enjoyment of challenges
Willingness to learn
Support from family members

Improving Intercultural
Competence
Develop knowledge: strategies to
understand others who are different from us

Develop motivation: strategies to accept

others who are different from us

Develop skill: strategies to adapt to others

who are different from us

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Policies for Assigning

Expatriates
Training

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Basic Rules for Negotiation

Do not think of negotiation as a game. Games have losers, game spirit is to adopt
win/lose approach. Played by prescribed rules, usually includes referees and judges.
Focus on finding common ground for both sides. Mutually acceptable terms for both.
Common ground and common goals- know when to hold them and when to fold them.
sometimes quitting is success. Dont think your target was wrong just because u
succeed in getting it accepted.
Be prepared (spend time in gathering knowledge ). Planning and preparing yourself.
Preparing includes gathering, analyzing information, selecting and developing
strategy to prepare for specific negotiation.
Know yourself and your counterpart: assess personality, temperament, behavioural
tendencies, needs, power.
Follow basic communication rules- listening, speaking, filtering and watching.
Maintain emotional stability, personal integrity, and trust
Know when to continue and when to walk away (in response to dirty tricks), know
when to walk away from unethical people.
Negotiate with someone who has the authority to commit: Talk directly to whoever is
in charge. Dont negotiate with people who say I have to talk to my superior
Focus on long term issues
Set limits for bargaining flexibility: Know the level of acceptance, what people can
tolerate and to what limit they wont be able to tolerate anymore
Ask for a written agreement

Common mistakes in negotiation

Making assumptions: for what other party wants and
feels.
Overestimating or underestimating: your own and your
counterparts weaknesses or power. Accepting the very
first offer- hide your enthusiasm, take your time to
evaluate the offer, allow the other side the opportunity
to get something in return.
Too optimistic or pessimistic goals without factual data
Letting counterparts know your time deadline
Accepting the very first offer
Focusing on what the other party gets does not mean
that u lost something. focus on ur goals.
Not saying no in an acceptable manner is the final
common mistake. Be firm and give explanation for your
rejection. Carefully select the location of the negotiation

Characteristics of strategic
Negotiation

Preparation
Relationship building
Self awareness
Knowledge
Assertiveness
Good listening
Empathetic and Honesty
Top-notch interpersonal skills
Emotional intelligence
Unlimited patience

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Negotiating Successfully:
from book Getting to Yes
The Seven Segments
Interest:
Interaction:
Options:
Standards:
People: separate problems from people.
Alternatives:
Closure:

Communication and Culture

In-class Group Discussion
Scenario: You are a new international manager working
for Microsoft in the United States. You are Americanborn and American educated and you have worked in
America as a manager for 20 years. Your first foreign
assignment will be as Head of Software Development
for a wholly owned subsidiary of Microsoft in Australia.
Required:
1. Which obstacles to intercultural communication would
be most prevalent ?
2. Identify which types of nonverbal communications
would be most different from your American culture.
3. Citing the theories of intercultural communication
considered in this lecture, what would be your greatest
intercultural communication challenge, and why?

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Video
International deals are physically
challenging. Have tolerance.
High stakes and investment
Ask home office for patience and
support

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