DEVELOPING

INTERCULTURAL
COMMUNICATION
COMPETENCE
IN TODAY’S GLOBAL
WORKPLACE
Purposive
Purposive Communication
Communication
Prof.
Prof. Jonathan
Jonathan P.
P. Erfe
Erfe
INTERCULTURAL COMMUNICATION

Globalization
INTERCULTURAL COMMUNICATION

Globalization
INTERCULTURAL COMMUNICATION

Contexts of Intercultural Communication

Work/Business
Tourism
Education
 Health Care/Medical Services
INTERCULTURAL COMMUNICATION

English is a lingua franca.

English is a “multilingual”
language.
Varieties of English (“World
Englishes”)
Philippine English
INTERCULTURAL COMMUNICATION

Philippines
INTERCULTURAL COMMUNICATION

Culture
the system of shared values,
beliefs, attitudes, and norms
that guide what is considered
appropriate among an
identifiable group of people
(Verderber et al., 2017)
INTERCULTURAL COMMUNICATION

Co-culture
a group comprised of a smaller
number of people who hold
common values, beliefs,
attitudes, and customs that
differ from those of the
dominant culture
(Verderber et al., 2017)
Intercultural Communication

R E L AT I O N S H I P O F D O M I N A N T C U LT U R E TO C O -
C U LT U R E S
( H Y B E L S & W E AV E R , 2 0 0 9 )
Intercultural Communication

“ T H E M U LT I C U LT U R A L S E L F ”
( H Y B E L S & W E AV E R , 2 0 0 9 )
INTERCULTURAL COMMUNICATION

Intercultural Competence
“the ability to communicate
effectively and appropriately in
intercultural situations based
on one’s intercultural
knowledge, skills and attitudes”
(Deardorff, as cited in Jackson, 2014, p. 80)
INTERCULTURAL COMMUNICATION

Dimensions of Cultural Variability/Differences

Individualism Collectivism
Low Power-Distance High Power-Distance
Low-Context High-Context
MasculinityFemininity
Low Uncertainty-Avoidance High Uncertainty Avoidance

Short-term Orientation Long-term Orientation

Indulgence Restraint
Monochronic Orientation Polychronic Orientation
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

A business consultant describes one

Italian worker’s impressions of Germans:

He liked Germany, but found the

Germans very lineare, meaning direct,
purposeful, and efficient. “Lineare” is not
a compliment. It characterizes a one-
dimensional person, while Italians feel it
is important to develop the whole
person, not just the work side…
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

...“Lineare” is not a compliment. It

characterizes a one-dimensional
person, while Italians feel it is
important to develop the whole
person, not just the work side. I
said I thought the Americans were
probably just as bad as the
Germans, but he shook his head
and grinned. “Worse,” he said,
“much worse.”
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

U.S. Americans, Japanese, and Saudi

Arabians experienced terrible conflict
when working together on a project in
Tokyo:

The Saudis stood too close, made

intense eye contact and touched the
Japanese. On top of that, the Saudis
were enjoying Tokyo’s sights. Their
leisurely approach clashed with the
Japanese work ethic – the Japanese
concluded…
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

…Their leisurely approach

clashed with the Japanese
work ethic – the Japanese
concluded they were not
serious about the project.
The tension escalated until
Americans became the
buffers between the Saudis
and Japanese.
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

As one of the top salespeople at his

U.S. firm, Tom was asked to head
up a presentation to a Latin
American company. He arrived,
ready to explain his objectives to
the marketing rep sent to meet him
at the airport. But the rep was
continually changing the subject
and asking personal questions
about his family and his interests.
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

[Tom] was informed that the meeting was

arranged for several days later ... During
the next few days, Tom noticed that
though they had said they wanted to
discuss details of his presentation, they
seemed to spend an inordinate amount of
time on inconsequentials [and
socializing]. This began to annoy Tom as
he thought that the deal could have been
closed several days earlier.
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

Karla, an American, observed this

in her job:

Currently, I work in a restaurant

with many people who are from
Mexico. After working with
them, I have come to realize
that they have very different
attitudes about work from what
I am used to…
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

…While teamwork is always

stressed at my job, these
workers actually do look out
for the best interests of one
another. It is a great learning
experience for me to work
side by side with them and to
learn about their work ethics.
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

According to Korean specialists, Koreans

may say “yes” but actually mean “no” when
they:
Pause and suck in air through their teeth.
Say, “Yes, but….”
Express opinions or qualify their “yes” with
such phrases as “it may be difficult.”
Seem to be avoiding a definitive answer,
giving an indirect or vague response.”
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

General Guidelines to
Work More Effectively in
the Multicultural Setting
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

Acknowledge diversity in the

workplace:
Age
Language
Gender
Race
Ethnicity
Physical disability
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

Acknowledge diversity in the

workplace:
 Religion
 Sexual orientation
 Social class
 (others)
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

Becoming more knowledgeable about

linguistic and cultural dimension:
Attitudes
Language use
Beliefs
Business/work ethics
Communication style
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

Demonstrate second language

sensitivity:
 Demonstrate appreciation for the
efforts they are making.
 Provide assistance when necessary.
 Use explicit comprehension
whenever appropriate.
 Learn basic expressions in your co-
workers’ or clients’ first language
(L1).
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

Becoming more self-aware:

Attitudes
Perceptions
Values
Identities
 Communication behaviors (verbal and
nonverbal)
 Adopting a more ethnorelative and
inclusive perspective
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

Recognize one’s biases:

 Enables you to:
be more patient, cooperative,
understanding.
pinpoint aspects that you need to
work on in order to become more
interculturally competent.
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

Be flexible:
 Demonstrate interest and respect.
 Be accepting of new ideas.
 Enhance your ability to encourage
collaboration.
 Help your organizations and
communities leverage the many
opportunities that diversity presents.
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

Be patient and humble:

 Admit your mistakes.
 Be able to laugh at yourself (not
other people).
 Learn from mistakes.
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

 Keep an open mind and respect

diversity:
 Learn about other ways of being,
beliefs and customs.
 Resist the temptation to judge
others by your own cultural
standards and habits.
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

Advocate equity in the workplace:

Value diversity (i.e., respect and
recognition of the unique
characteristics and contributions
of all employees.
Strengthen inclusive practices.
Be an advocate for co-workers or
customers who are not treated
fairly.
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE
References:

Jackson, J. (2014). Introducing language and intercultural

communication. London: Routledge.

Hybels, S. & Weaver, R. (2009). Communicating effectively (9th

ed.). New York: McGraw-Hill.

Martin, J. N. & Nakayama, T. K. (2018). Intercultural

communication in contexts (7th ed.). New York: McGraw-
Hill.

Varner, I. & Beamer, L. (2011). Intercultural communication in

the global workplace. New York: McGraw-Hill.
INTERCULTURAL COMMUNICATION IN THE
WORKPLACE

Thank you! 