Chapter 4.2 - Cross Cultural Communication PDF

THC -MD: Multicultural Diversity in the Work Place Chapter 4 cont.. CROSS CULTURAL COMMUNICATION MS. JANNALOU L. RESOS, MM- TM TOURISM SECTION DEPARTMENT OF HOSPITALITY AND TOURISM Chapter Objectives 1. Define the importance of cross-...

THC -MD: Multicultural Diversity in the Work Place Chapter 4 cont.. CROSS CULTURAL COMMUNICATION MS. JANNALOU L. RESOS, MM- TM TOURISM SECTION DEPARTMENT OF HOSPITALITY AND TOURISM Chapter Objectives 1. Define the importance of cross- cultural communication. 2. Familiarize and differentiate the types of communication. 3. Identify the barriers to cross-cultural communication.  BARRIERS TO CROSS CULTURAL COMMUNICATIO N LANGUAGE The choice of words or language in which the sender encodes a message will influence the quality of communication. The same words will be interpreted differently by each individual. Meaning has to be given to words and many factors affect how an individual will attribute meaning to particular words. BODY LANGUAGE Misreading the body of language and other non–verbal forms of communication are big blocks for effective communication. ETHNOCENTRIS M Tendency to be unaware of the biases due to one’s own makeup and the culture of one’s own group and to judge and interact with outsiders on the basis of those biases. It is the inability to accept another culture’s worldview; "my way is the best.“ This sometimes results in Racism DISCRIMINATIO N The act of making unjustified distinctions and differential treatment between human beings based on the groups, classes, or other categories to which they are perceived to belong. People may be discriminated on the basis of race, gender, age, religion, or sexual orientation, as well as other categories. STEREOTYPIN G Generalizing the belief about a particular category of people. By stereotyping, we infer that a person has a whole range of characteristics and abilities that we assume all members of that group have. e.g., “Asians are very good in math”  CULTURAL BLINDNESS the inability to understand how particular matters might be viewed by people of a different culture because of rigid adherence to the views, attitudes, and values of one's own culture or because the perspective of one's own culture is sufficiently limiting to make it difficult to see alternatives. Differences are ignored and one proceeds as though differences did not exist. “See the difference; act like you don’t”  CULTURAL IMPOSITION The tendency to impose/forces values, pattern of behavior and culture. Belief that everyone should conform to the majority. e.g., "we know what's best for you, if you don't like it you can go elsewhere."  DIFFERENCES TO CONSIDER IN CROSS CULTURAL COMMUNICATION Fr e q u e n c y o f E y e Co n t a c t Eye contact is the most immediate and noticeable nonverbal message you can send others. Not enough eye contact and people deem you untrustworthy. Too much eye contact may seem inappropriate for most professional settings. Use the 50/70 rule. To maintain appropriate eye contact without staring, you should maintain eye contact for 50 percent of the time while speaking and 70% of the time while listening. This helps to display interest and confidence. Maintain it for 4-5 seconds. Assertivene ss T h e r e i s a d i n e l i n e b e t w e e n a s s e r t i ve n e s s a n d a g g r e s s i o n. Assertiveness is based on balance; It requires being forthright about your wants and needs, while still considering the rights, needs and wants of others. Aggressive behavior is based on winning; You do what is in your own best interest without regard for the rights, needs, feelings, or desires of other people. Use of Hands while “Gesture is linked to speech, and gesturing Ta l k i n g while you talk can really power up your thinking,” - Kinsey Goman Hand gestures help us take what's in our mind and make it intelligible to others. Holler and Beatie found that gestures increase the value of our spoken message by 60%. The best, most charismatic speakers and influencers know the importance of using hand gestures.  Hand gestures make people listen to you  Gesturing helps you access memories.  Nonverbal explanations help you understand more. Physical Distance Between Communicators Personal space limits can vary significantly across people. Interacting with someone who invades your personal space can be irritating, source of discomfort and anxiety. Having a person stand too far away during a conversation can also be problematic; too much distance can be distracting and may make it feel harder to make a connection. Personal distance begins about an arm's length away; starting around 18 inches (46 cm) from the person and ending about 4 feet (122 cm) away. This space is used in conversations with friends, to chat with associates, and in group discussions. Speed and Volume of Speech Too Slow and your audience will get bored and lose interest. Too Fast and your audience will lose track of what you are saying or your idea. Too Low and you appear as though you lack confidence in yourself and your message. Too Loud and you appear as you are angry and shouting. Use of First Name vs Title There are different ways to address people depending on both the relationship involved and the situation. When addressing someone, remember which register to use depending on the situation. Register refers to the level of formality required when speaking. When to Use First Names; When to Use Courtesy Titles; You should address people by their first name in Use courtesy titles—for example, Mr., Mrs., informal and friendly situations. Miss, and Dr.—in formal situations such as in meetings, during public speaking events, or The use of a first name versus a title depends on the when addressing superiors at work or school. atmosphere in the office. Traditional businesses (such as Some workplaces prefer an informal tone banks or insurance companies) tend to be more formal. between management and staff. Other firms, such as technology companies, are often more informal. Note: Be careful In using Mr. and Ms. especially if you are dealing with the LGBTQ community. Use of Facial Expression The human face is extremely expressive, able to convey countless emotions without saying a word. And unlike some forms of nonverbal communication, facial expressions are universal. The facial expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across cultures. People with resting bitch face also tend to have features that are naturally angled down. For example, some people have eyes that are downcast, making them look more tired and depressed while others have downward angled mouths that make them look perpetually upset. The latter is what creates my resting bitch face. DO YOU HAVE AN EMOTIONLESS FACE??? Use of Facial T H E R E ST I NG B * TC H FAC E Expression RBF is real according to David B. Givens, director of the Center for Nonverbal Studies in Washington The condition is called blank face, It makes people look irritated, upset, or otherwise unhappy when they are feeling perfectly calm and just resting their face or in a neutral emotionless state. It also happens to people who are too tired to smile all the time. RBF is a combination of multiple forces. "Gravity combined with genetics can pull our mouths down. As we get older and our skin gets looser and it gives us a permanent frown.”  TIPS FOR CROSS CULTURAL COMMUNICATION Discussion: My Face, My Story Share your experiences / encounters pertaining to first impression about you. THC -MD: Multicultural Diversity in the Work Place Chapter 4 cont.. CROSS CULTURAL COMMUNICATION MS. JANNALOU L. RESOS, MM- TM TOURISM SECTION DEPARTMENT OF HOSPITALITY AND TOURISM