CCTM Session(s) #6 9

Communication and Critical Thinking for Managers
(CCTM)
Session(s)#06-09
Superiors Peers Subordinates
Analyse Decision Communicate the

Situation(s) Decision(s)
 Understanding and analysing a  Logical Thinking

situation  Analytical Skills
 Presentation of analysis and  Skills of
recommendation(s) Communication
IIM Sirmaur PGP2022-24
06-08-2022 2
CCTM
https://www.weforum.org/agenda/2020/10/top-10-work-
skills-of-tomorrow-how-long-it-takes-to-learn-them/
06-08-2022 IIM Sirmaur PGP2022-24 CCTM 3

Why we need to communicate with others?

What? Result
The ‘Golden circle’
How? Process
Why? Purpose
(Simon Sinek, 2013)

Medium
Audience
ATOM
Objective Time

Communicating with others
Vs
Communicating to others

Characteristics of Communication
• Communication is dynamic process
• Communication is symbolic
• Communication is Contextual – location, occasion, time, number of participants
• Most communication behaviour is learned
• Communication has a consequence
Communication is a complex behaviour

Changing Paradigms of Communication?
Empathy Culture
Technology

06-08-2022 10
CCTM
• A simple and very universal theme that catches the attention of all home
makers of the world.
• What is so wrong with this theme and campaign?
• One of their local Arabic employees happened to come into the office.
She burst out laughing looking at the billboard sample put on the OHP
“Who would like to buy a detergent that makes clean cloth

dirty and that too after washing it with the detergent.
My son can do it free of Cost”.

06-08-2022 12
CCTM
Culture and Communication
“Culture is communication and communication is

culture.” (Hall, 1974:14)

Culture
• Culture refers to learned and shared values, beliefs, and behaviours common to
a particular group of people (Orbe and Bruess, 2005).
• Culture has been defined as ‘the collective programming of the mind which dis
tinguishes the members of one group or category of people from another’ (Hofste
de, 1991).
• “Culture consists of how we relate to other people, how we think, how we behave,
and how we view the world” (Rodriguez, 1999:20).

Components of Culture • Understanding the
• Transmit important Universe
message about culture • Natural Phenomena
• Help explain contemporary Religion • What to die for
perceptions held by • How dwell among
members of a culture other people
Values
History
Social
Organizations • Critical to the maintenance
of culture
• Offer a set of ‘instructions’
• Represent various social units of about what is important
a culture and how should we live
• Establish communication our life
networks Language
• Regulate norms of personal,
familial, and social conduct • Vehicle of Cultural
transmission
Characteristics of Culture
• Culture is learned – formal (teaching) and informal

(interaction/observation/imitation)
• Culture is transmitted from generation to generation
• Culture is based on symbols
• Culture is dynamic
• Culture is an integrated system

Dominant culture: exercises the greatest influence
on the beliefs, values, perceptions, communication
patterns, and customs of the culture.
A Subculture is a group that lives differently from, PGP

but not opposed to, the dominant culture. A PGP
TM
subculture is a culture within a culture.
IIM Sirmaur EPGP

Counterculture is a subculture that opposes
the dominant culture
FPM

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CCTM
• Enculturation
• The process by which an individual learns the norms and values of a culture
through unconscious repetition.
• The process by which individuals learn their home culture
• Culture is learned through communication
• Acculturation
• Cultural modification of an individual, group, or people by adapting to or
borrowing traits from another culture is called acculturation.
• Process of acquiring other cultural approaches
• Communication shapes culture

06-08-2022 18
CCTM
Ethnocentrism
Violation of Cultural
cultural rules stereotyping
and customs
Cultural Barriers
Assumed Misinterpretation
similarity of codes
Prejudice
Dutch Social Psychologist
02.10.1928 -
Geert Hofstede

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CCTM
Hofstede’s Cultural Dimensions
(Hofstede, 2011)
06-08-2022 21
CCTM
https://www.youtube.com/watch?v=VOhSe9s7Ux0

06-08-2022 23
CCTM
Edward T Hall
(16.05.1914 – 20.07.2009)
American Anthropologist
Cross-cultural researcher

High-context and Low-context Cultures
• High-context cultures - in which the rules of communication are primarily

transmitted through the use of contextual elements (i.e., body language, a person's
status, and tone of voice) and are not explicitly stated.
• Low-context cultures - information is communicated primarily through language

and rules are explicitly spelled out.

06-08-2022 30
CCTM
High-context and Low-context Cultures
(Hall, 1976)
06-08-2022 31
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I
C
E Surface Culture
B VISIBLE
E
Emotional Level - Low
R
G
M Shallow Culture
O
D Emotional Level -
E High
L
INVISIBLE
O
F
C Deep Culture
U
L Emotional Level -
T
U Intense
R
E 06-08-2022 32
CCTM
Culture shock, a natural state of psychological and physical
disorientation that can occur when living and working in a
new culture.

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CCTM
Gender and Communication

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CCTM
Male - Female Men - Women
Biologically determined Socially constructed / learned
(Bate,1992)
06-08-2022 37
CCTM
MAN – Male-As-Norm
(feminist linguistics)
If the typical human is male, the typical
human voice is a male one

Raised with invisible
Each gender is a rules of conduct Men and women behave
‘culture’ in itself according to two separate sets
of rules about what is ‘right’
Behaviour that seems natural and

appropriate to one gender can
seem hurtful / wrong to others
(Heim – The Invisible Rules: Men, Women, and Teams)

06-08-2022 39
CCTM
Men and women view the purpose of They have different needs, goals, and
conversations differently values in the way they communicate
‘take-care’ ‘take-charge’
Relationship oriented Goal oriented
Tool to enhance social connections Tool to exert dominance and

and create relationships achieve tangible outcomes
More expressive, tentative, and More assertive, to-the

polite in conversation point, power-hungry
Affectionate, emotional, friendly, Dominant, forceful, aggressive, self-

sympathetic, sensitive, and sentimental confident, rational, and unemotional
(Basow and Rubenfield, 2003; Gray, 1992; Schneider, 2005;Tannen, 1990; Welbourne, 2005)
06-08-2022 40
CCTM
Who talks more??
Private-speaking (the wordy Public-speaking (the talkative

women and the mute man) man and the silent woman)
Rapport talk Vs Report talk

06-08-2022 41
CCTM
Gender – Nonverbal Cues
Facial Expressions
Paralanguage
Physical space
Touch
Posture
Gestures
Eye contact

06-08-2022 42
CCTM
Gender and Non-Verbal communication
• Gender-role norms – Role conformity (e.g. smiling differences in men and
women)
• Gender-linked roles - prescriptions for a gendered division
• Gender affirmation – some gendered-related nonverbal displays is the simple

need to signal gender to oneself and others
• Response to a situation
• Social knowledge and learning
• Gender stereotypes
You don’t need to change, you just need to understand the difference

Non-linguistic communication
Involves all those non-verbal stimuli in a communication setting that are generated
by both the source and his or her use of the environment, and that have potential
message value for the source and/or receiver (Samovar, Porter, McDaniel, and Roy, 2011).
Intentional and unintentional messages
Reciprocal relationship between verbal and nonverbal messages

Ideas, attitudes,
feelings, and
emotions
Expressing Substituting for

internal states words
Functions of Nonverbal
Communication
Repeating the
Creating Identity
Message
Regulating
Interaction

Potential
Problems
Nonverbal communication can
be ambiguous
Multiple factors influence

nonverbal communication
The study of nonverbal

communication includes cultural
universals

Nonverbal Communication and Culture
(Ekman, 1975; Anderson, 2011)
06-08-2022 49
IIM Sirmaur PGP2022-24 CCTM
Nonverbal Communication and Culture
‘Most nonverbal communication isn’t instinctual, but is learned

in the process of socialization’ (Wood, 2011).
‘What emotions are felt, how they are expressed, and how they
are understood are maters of culture’ (Rosenblatt, 1997).
CULTURE
What nonverbal actions to display
The meaning of those actions

(Ekman, 1975; Anderson, 2011)
The backdrop of those actions
06-08-2022 50
Nonverbal Communication
Primarily produced by the body In combination with the setting
Appearance
Movement Space
Facial expressions Time
Eye contact Silence
Touch
Paralanguage

Initial attraction
Precursor to actual
interaction
Perception of C
U
attractiveness
L
T
U
Judgements
R
regarding beauty E

Skin colour First characteristic people
notice
Attire is often used to help establish one’s

cultural identity
Economic status
Education
Social status
Clothing Moral standards
Athletic interests
Belief system (political, philosophical,
religious)
Levels of sophistication
06-08-2022 IIM Sirmaur PGP2022-24 CCTM (Alder and Rodman, 2003) 53

BODY MOVEMENT

People all over the world use their hands, head, and bodies to
communicate expressively
The study of how movement communicates is called kinesics
Kinesics cues – visible body shifts and movements that can send both
intentional and unintentional messages
Postures Gestures

Keep in mind!
• In most instances the messages the body generates operate in combination with other
messages.
• While body language is universal, the meanings it evokes are attached to culture
• It is often difficult to control kinesics behaviour
• All people use movements to communicate – culture teaches them how to use and interpret
the movements

06-08-2022 56
CCTM
The way people sit is often a reflection of important cultural characteristics
West
Germany, Sweden, Taiwan
Sign of rudeness and poor
Being casual
manners
A sign of poor upbringing
Ankle-to-knee leg crossing

Saudi Arabia, Egypt,
Singapore, Thailand
Insult
06-08-2022 57
• Women often hold their arms closer to their bodies then men do
• Usually keep their legs close together
• Their posture is more restricted and less relaxed than the posture of males
• Status, power, affiliation

GESTURES
Nonverbal ‘vocabulary’ that people

use intentionally or unintentionally

Australia and West Africa
US – positive connotations – rude gesture
Rude – China, Arab World,

West – no negative Much of Asia
connotations
Okay – West Hostility – Arab

Money – Japan, Korea I’ll kill you - Tunisian

Those movements whose meaning is directly
linked to a particular culture.
Idiosyncratic Gestures
These gestures do not have the same meaning
when used in other cultures.
Beckoning Gestures
e.g. China, Japan
Agreement Gestures
Frequency and intensity Italians, Latinos, Africans, Middle East – more

of Gestures demonstrative and employ gestures with greater
frequency and intensity

06-08-2022 61
CCTM
Members of many Asian cultures,
Germans
Uncomfortable with bold hand gestures
Lack of manners and restraint
“Hands should be used with calculated dignity”

F A C I A L E X P R E S S I O N S

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CCTM
Face is central to the process of communication (Ferraro, 2006)
Assigned face / Basic face The one you are born with
Face that can be manipulated To signal or to hide your true

at will feelings
Face that is changed by your surroundings

and messages you receive

06-08-2022 64
CCTM
Can reflect a course of action
Coney messages of ‘social submissiveness and

dominance’
Tell others how interested you are
Signal your degree of involvement
Indicate your level of comprehension
Divulge whether or not your reactions are spontaneous or

controlled
(Keating, 1994; Leathers, 1992)

Cultural expectations and norms often dictate when, where, how, and to
whom facial expressions are displayed (Porter and Samovar, 1998).
Within a culture, there are groups and co-cultures that use facial
expressions differently from the dominant culture.
Many Asian countries restrain and supress facial expressions
Restraint of strong feelings (anger, irritation, sadness, and love or

happiness) is considered to be a sign of maturity and wisdom (Sue and Sue,
1990).

CONTACT
Eye contact and gaze are essential to the study of human communication
Express emotions
Monitor feedback
Indicate degrees of attentiveness and interest
Regulate the flow of conversation
Influence changes in attitude
Define power and status relationships
Help modify impression management

06-08-2022 67
Significant to the communication process because of the number of
messages they can send
Eye contact is directly related to the culture
Direct eye contact Nominal eye contact

cultures cultures
Middle Eastern
Korean
French
Japanese
German
African
Dominant US

Direct gaze signals a positive connection from one person to another
Communicates caring and common courtesy
Fail to use direct eye contact – showing lack of interest, trying to

hide something, being deceitful

Prolonged eye contact – discourteous and Japan
disrespectful
Making eye contact with a person who is older or of Africa

higher status – a sign of disrespect / aggression
Egypt
Women and men who are strangers avoid eye contact
out of modesty and respect for religious rules
Asian, Latino, and

Avoid eye contact – as a sign of respect
Caribbean cultures
The amount of eye contact depends on one’s social

position India

Very direct eye contact between same-sex Truthfulness
communicators
Sign of honesty
German Arab
True interest in the
conversation
Avoiding direct eye contact with superiors is a sign of respect
Women are much more visually oriented than are men

Touch, often considered the most fundamental of all our senses, is a
primitive and indispensable form of communication
06-08-2022 72
CCTM
Accidental Touch
Love-intimacy touches
Professional Touch
Friendship touches
Social politeness
Every culture has a well-defined set of meanings connected with touching.
Each culture defines who can touch whom, on what parts of the body, and under
what circumstances

A high frequency of touching is prevalent among the people of Eastern
Europe, Spain, Greece, Italy, Portugal, and Israel
Women tend to welcome touch more than do men when it is from the same
sex, and they initiate touch behaviour more than men
Touching is contextual and often carries multiple meanings

Paralanguage
Concerned with… Includes such things as…
the communicative characteristics of Giggles, laughter, accents, groans, sighs,

the voice pitch, tempo, volume, and resonance
how people use their voices

Emotional state
Social class
How a person’s voice sounds can influence
perceptions related to the individual’s… Credibility
Comprehension
Personality (Knapp and Hall, 2010)
Height Regional background

Paralanguage cues assist you in drawing
conclusions about an individual’s… Weight
Educational level
Age
Intelligence (Richmond, McCracken,
and Payne, 1991)
Race
Paralanguage
Vocal qualities Vocal characterizers Vocal segregates

Volume Laughing “uh-huh”
Rate Crying “shh”
Pitch
Moaning “uh”
Tempo
Whining “oooh”
Resonance Yawning “um”
Tone
“mmmh”
Pronunciation
“hmmm”
06-08-2022 77
CCTM
Great deal of volume Connotes strength and sincerity
Commanding tone Projects authority and self-confidence
Softer voice Suggests weakness and deceitfulness
Indication of good breeding and education

Softer voice
Great deal of volume A sign of anger
Raising one’s voice A lack of self-control

Tend to have louder volume, lower
pitch, and less inflection
Features that conform to cultural view of

men as assertive and emotionally
controlled
Tend to have higher pitch, softer

volume, and more inflection
Cultural views of women as

emotional and deferential

Vocal characteristics are vocalizations that convey a learned
meaning for members of a specific culture
Yawning in public Considered rude France, Argentina
Whistling during public Message of disapproval and Europe

performances ridicule
Vocal Segregates are sounds that are audible but are not actual words

S
P
A PROXEMICS
C
E
Personal space
&
Seating
D
Furniture arrangement
I
S
T
A
N
C
06-08-2022 E IIM Sirmaur
CCTM
PGP2022-24
81
P
E …is that area you occupy and call your own
R
S
O
As the owner of this area, you usually
N decide who may enter and who may not.
A
L
S (Hall and Hall, 1990)

P
A Invisible bubble of space – which expands and contracts depending on…
C our relationship to those around us our cultural background
E our emotional state the activity we are performing
06-08-2022 82
CCTM
12’+
Public
4’ – 12’
Social Public presentations
18”- 4’
Personal
0-18”
Intimate
Business and social

gatherings
Very personal relationships
Family and close friends
Reach out and touch the person
Little chance of physical contact
Voice – in the form of ‘whisper’
Speak in normal voice
Cultures that stress individualism and privacy generally
demand more space than do collective cultures.
England, US, Sweden, Arabs, Latin Americans,

Germany, Australia Egyptians
(Triandis, 1994)
Extended distance(s) demonstrate difference and esteem.

S
E …can be a powerful form of nonverbal
A communication!
T
I
N
G

Turkey’s Ambassador
Israel’s Deputy
Foreign Minister
https://www.abc.net.au/news/2010-01-15/israel-
apologises-for-turkeys-public-humiliation/1210152

A
F
R
U
R
R
N
N
G
I
E
T
M
U
E
R
N
E
T

06-08-2022 87
CCTM
feng shui Striking the balance between self and one’s physical
environment brings good health, happiness, and wealth
USA Furniture is often arranged to achieve privacy and

interpersonal isolation
Japan Offices are usually open, shared with many colleagues, and the
furnishings are, like the workers, placed in close proximity
French, Italians, Furniture in the living room pointing towards the TV set -
Mexicans rude

TIME

Culture plays a substantial role in how you perceive and manipulate
time in order to communicate different messages.
Informal time Monochronic and Polychronic
Punctuality Pace
Rules about time
(…) don’t care about the person / event

Lack of punctuality (…) lazy, disorganized, careless, disrespectful,
carefree

How late is “late”?
Britain and America 5 minutes for business appointment
Arab Countries, Spain, Italy 15 – 30 minute
Britain and America 5 – 15 minutes to dinner invitation
Italian 2 hours

The time usage is usually determined by the status Japan
relationships between the people involved
Saudi Arabia
Punctuality is not considered a virtue
Often late for appointments, meetings, and social Africa

engagements
Promptness is taken for granted…in fact, it’s almost Germany

an obsession

P “Haste manages all things badly”
“Rush hour”
“don’t waste so much time” A “You don’t have to get there first, you just
have to know how to get there”
“hurry up and finish the homework” C
“with time and patience the mulberry leaf
becomes a silk gown”
“Time is money” E

Monochronic (M-Time) and Polychronic (P-Time)
Link between culture Approaches to perceiving

and time and utilizing time

Linear
M Sequential Time is being tangible
Segmented
T
Scarce resource
I Rationed and controlled through the
M use of schedules
E ‘spent’
‘saved’
Aiming to do only one thing at any
‘wasted’
one time
‘lost’

US
M Germany
Austria
T Sweden
I Norway
M England
E
Finland
Canada
Switzerland

Human relationships, not tasks are important
P
T
Use of time needs to be flexible
I
M
E Time is less tangible
Interact with more than one person / do

more than one thing at a time

Human relationships, not tasks are
important
P
Arab, African, Indian, Latin American,
T South Asian, Southeast Asian
I
M
Use of time needs to be flexible
E
Time is less tangible
Interact with more than one person /

do more than one thing at a time

06-08-2022 99
CCTM
Monochronic Time People Polychronic Time People
• Do many things at once

• Do one thing at a time
• Easily distracted and subject to
• Concentrate on the job
interruption
• Take time commitments (deadlines
• Consider time commitments an objective
schedules) seriously to be achieved, if possible
• Are high context and already have
• Are low context and need information information
• Are committed to people and human
• Are committed to the job
relationships
• Adhere to plans • Change plans often and easily

Monochronic Time People Polychronic Time People
• Are concerned about not disturbing • Are more concerned with people close to
others; follow rules of privacy them (family, friends, close business
• Are concerned about not disturbing associates) than with privacy
others; follow rules of privacy

• Borrow and lend things often and easily
• Show great respect for private property;
seldom borrow or lend • Base promptness on the relationship
• Emphasize promptness
• Have tendency to build lifetime
relationships
• Are accustomed to short-term
relationships
(Hall and Hall, 1990)

Periods of silence affect Provides an interval in an
interpersonal communication ongoing interaction
Time to think
Indication of…
Check / suppress an emotion
Agreement
Encode a lengthy response
Anger
Lack of interest Inaugurate another line of
thought
Injured feelings
Contempt

06-08-2022 102
CCTM
Knowing when not to speak!
A silent reaction to a business proposal… NEGATIVE
American, German, French,

Southern European, Arab
Inner peace and wisdom come

only through silence Eastern tradition

Improving Nonverbal Communication Skills
Know your culture Monitor your nonverbal actions
Be aware of nonverbal ambiguity Monitor feedback
Be sensitive to the context


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Communication and Critical Thinking for Managers

Analyse Decision Communicate the

 Understanding and analysing a  Logical Thinking

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 3

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 4

(Simon Sinek, 2013)

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 5

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 6

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 7

• Communication is dynamic process

• Communication is Contextual – location, occasion, time, number of participants

• Most communication behaviour is learned

• Communication has a consequence

Communication is a complex behaviour

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 8

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 9

“Who would like to buy a detergent that makes clean cloth

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 11

“Culture is communication and communication is

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 13

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 14

• Culture is learned – formal (teaching) and informal

• Culture is transmitted from generation to generation

• Culture is based on symbols

• Culture is an integrated system

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 16

A Subculture is a group that lives differently from, PGP

IIM Sirmaur EPGP

IIM Sirmaur PGP2022-24

IIM Sirmaur PGP2022-24

IIM Sirmaur PGP2022-24

IIM Sirmaur PGP2022-24

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 29

• High-context cultures - in which the rules of communication are primarily

• Low-context cultures - information is communicated primarily through language

IIM Sirmaur PGP2022-24

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 33

IIM Sirmaur PGP2022-24

Biologically determined Socially constructed / learned

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 38

Behaviour that seems natural and

(Heim – The Invisible Rules: Men, Women, and Teams)

IIM Sirmaur PGP2022-24

Tool to enhance social connections Tool to exert dominance and

More expressive, tentative, and More assertive, to-the

Affectionate, emotional, friendly, Dominant, forceful, aggressive, self-

Private-speaking (the wordy Public-speaking (the talkative

Rapport talk Vs Report talk

IIM Sirmaur PGP2022-24

IIM Sirmaur PGP2022-24

• Gender-linked roles - prescriptions for a gendered division

• Gender affirmation – some gendered-related nonverbal displays is the simple

• Social knowledge and learning

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 44

Intentional and unintentional messages

Reciprocal relationship between verbal and nonverbal messages

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 46

Expressing Substituting for

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 47

Multiple factors influence

The study of nonverbal

06-08-2022 IIM Sirmaur PGP2022-24 CCTM 48