Week 6

Communicating Across Cultures

BUSM4699 Cross Cultural Management

Dr Greig Taylor
 Themes and topics of the course

Theory
Foundations Management
Applications
• The nature of • Working in • Understanding
culture multicultural teams culturally diverse
employees
• Comparing • Communicating
cultures with culturally • Managing
different others expatriates
• Beyond culture
frameworks • Managing
language in MNCs

Self-lead learning: discussions, presentations, team investigation

Intercultural effectiveness development: knowledge, self-reflection, attitudes & behavioral change

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Overview
• What is communication?
o Adler’s communication model
o Message coding

• Various elements of cross-cultural communication

o High vs. low context
o Verbal communication
o Non-verbal communication
C-C Communication
• Communication is the essence of good management. It
lies at the heart of effective organizations. In view of
this, it is surprising how difficult it can be
communicating with others, especially across cultures.
• We may unintentionally come across as impatient,
condescending, and sometimes just rude. From a
managerial standpoint, such behavior only serves to
erect barriers to organizational success.
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 Communication Model 1

Adler, N.J. 1991. International Dimensions of Organizational Behavior (2nd ed.), pp. 63-91. 5
Communication Model 2

Misperception Misinterpretation

Challenges in
cross-cultural
communication

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Communication Model 3

It is not the voice that commands the story; it is the ear.

-- Marco Polo

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Communication Model 4

Misinterpretation
& misperception
Message is How message
coded is de-coded? 8
Decoding messages

• Canvas  Week 6 folder  Class activities  Cross

cultural dialogues

• What (if any) hidden messages are there in each of

these short excerpts?

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Elements of C-C communication
Context High/low
context

Verbal Language
Cross-cultural communication
communication
Facial
Expressions
Non-verbal
communication Gestures

Body Language
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High context v low context (Hall)
High Context Low Context
1. Good communication is 1. Good communication is
sophisticated, nuanced, precise, simple and
and layered. clear.
2. Messages are both 2. Messages are expressed
spoken and read
between the lines. and understood at face
value.
3. Messages are often
implied but not plainly 3. Repetition is appreciated
expressed. if it helps clarify the
communication.

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 Communication: Context

Hall, E.T. 1990. Understanding Cultural Differences

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Communication: Context
• Japanese: KY = Kuuki yomenai

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Communication: Verbal
• Meaning can also be confused by accents and lack of
language proficiency in ESL employees: Sinking vid

• However, sometimes native speakers can be the worst

culprits in causing confusion while communicating
cross-culturally in English, why? BBC News

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Communication: Verbal

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Communication: Verbal
Aside from differing contexts, the meanings we apportion to
words and phrases can also vary:
Communication: Non-verbal
• One of the most difficult challenges a non-native
English speaker faces is holding a conversation on a
telephone, why?
• Body language, hand gestures and facial expressions
are important conveyors of meaning when we
communicate

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18
Communication: Non-verbal
“Actions speak louder than words?”
- Playing card activity
- Each student will receive a playing card
- Keep yours secret

- Next you must assemble with other members of your

suit (Hearts/diamonds/spades/clubs) and in ascending
order (2 to ace)
- First team to assemble in order is the winner
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Strategies to improve C-C communication

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Strategies to improve C-C communication 2

1. Coding: Convey meanings carefully, use simple and

accessible language.
2. De-coding: Be aware of the language context when
communicating (high/low) and the effect this may
have.
3. De-coding: Observe carefully what is actually said and
done to gauge understanding.
Inter-cultural Business Etiquette

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Take home messages

na lyz e
e l to a
io n m od
u n ic a t
s c om m le s.
d e r ’ a m p
A p ply Al a t io n ex o w t h ey
1. o m m unic p t s a n dh
real c y c o n ce
s o m e ke
e r s t a nd i c a t io n:
d n
2. Un t our commu
affec text
. l ow con
H ig h vs
1) ve r b al ic a t i o n
d non -
m mu n
l a n f c o
2) Ve
rba
o n e n ts o i n g a nd
m
co p r n d
st a
d k e y u n de
nd e r s t an ff e c t o ur
3. U w t h eya
and ho ness
e
effectiv Page 23