Transcript Chapter One

Communication Skills
ELE205
Chapter Two
Communication Diversity
Mohammad R. Rawashdeh
[email protected]
Mohammad R. Rawashdeh
Outline
1. Diversity definition.
2. Acknowledge intercultural interdependence.
3. Principles of intercultural Communication
4. Intercultural Communication styles
5. Barriers to intercultural Communication
6. Tools of diversity
Mohammad R. Rawashdeh
Diversity definition
• Diversity is defined as: the condition of being different.
• In other words, it means: dissimilarity and variance
between things. The differences could be in size, weight,
age, texture, and so on.
• In communication, diversity could be in: cultural values,
race, national origin, religion, habits, gender, origin,
accents, stereotypes and so on.
Mohammad R. Rawashdeh
Acknowledge intercultural interdependence
a) Movement toward a global economy
•
When OPEC raised the
Price of oil in the 1970, people
in the whole world had to sit in
waiting lines at gas station ;
•
Many of our jobs directly or indirectly dependent on foreign trade.
Mohammad R. Rawashdeh
Acknowledge intercultural interdependence
a) Movement toward a global economy
•
Many of our jobs are directly
or indirectly dependent on
foreign trade.
•
We are not just interacting with people
different from us, we rely on them in ( health, education, food)
Mohammad R. Rawashdeh
Acknowledge intercultural interdependence
b) Increase in ethnic/ language minorities
The 2000 U.S genus's Data
characterized 12.5% of U.S
population is Latino, 12.3% are
African, 10% others (Indian, Asian,…)
in addition to Bi-racian.
In short: 1 from 3 American can be
classified as ethnic minority
Mohammad R. Rawashdeh
Acknowledge intercultural interdependence
b) Increase in ethnic/ language minorities
Actually they are not numbers. They are
people we know, care about, and depend
upon.
They enrich our lives, because of their
differences and they help us to imagine
new ways of thinking and behaving
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Acknowledge intercultural interdependence
c) Variation in communication styles
Differences in communication styles
can make the sender of the message
appear to be pushy, rude, aggressive,
passive, etc. Factors involved in this
are volume and rapidity of speech,
tone of voice, and emphasis on key
words
Mohammad R. Rawashdeh
Acknowledge intercultural interdependence
c) Variation in communication styles
For example, much has been
written a bout differences in
gender.
Best seller book in 1993 is
“Men are from Mars and women
Are from Venus”
Mohammad R. Rawashdeh
Cross-Cultural Communication (Picture Intercultural Communication)
• Is a field of study that looks at how people from differing
cultural backgrounds communicate, in similar and different ways
among themselves, and how they endeavor to communicate
across cultures.
• Understanding these different perspectives about how
communication works is a necessary first step in communicating
cross-culturally.
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Picture Intercultural Communication
• Not all cultures view communications at the same way. For example
the American way is different than Asian one .
• Enryo-Sasshi Communication: is certain to the image to the image of
Japan as a passive society & homogenous, where people wok to
avoid conflict.
Sender, Enryo
1- Sender’s potential experiences.
Receiver, Sasshi
5
1…2…3…4
2- Sender’s chosen ideas (enryo filtering)
6…7…8…9
3- Sender’s encoding (filtering)
4- Narrow, limited sending (filtering)
Feedback
5- Channel
(traditions, cultures)
6- Wide, open receiving
Enryo:reservation,
Sasshi: conjecture,
7- Receiver's decoding
restraint, coyness,
summarize, guess,
8 Receiver's expanded ideas (sasshi)
regard, deference,
understanding,
9- Receiver’s experience
hesitation,
diffidence
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consideration.
sympathy,
principles of intercultural Communication
1. The greater the cultural/linguistic difference,
the greater the likelihood of communication
breakdown.
•
•
For example communicating with customer from
France is more difficult than communication with
Arabs.
Differences in world-view, values, and
communication styles leads to misunderstanding
Mohammad R. Rawashdeh
principles of intercultural Communication
2. Communication breakdowns are most often
attributed to cultural differences
• Also think about personal differences or any of the
breakdowns described in chapter 1 (gaps, gossips,…)
Mohammad R. Rawashdeh
principles of intercultural Communication
3. Cross-cultural communication makes us more
conscious of our own communication.




Choose our words carefully
Clarify our questions
Refrain from discussing some topics.
Fear from misinterpretation of nonverbal.
This increased awareness can make us uncomfortable
when communicating with people from other culture.
Mohammad R. Rawashdeh
principles of intercultural Communication
4.Cultures vary with their “do’s and taboos”
• The effective cross-cultural communicators is learns what they are and
respectful them. Example: dietary, which is forbidden or not for
different culture.
• A strong social prohibition (or ban) relating to any area of human
activity or social custom that is forbidden based on moral judgment
and sometimes even religious beliefs.
Example: giving small gift to
Japanese visitor.
Any other examples??
Mohammad R. Rawashdeh
principles of intercultural Communication
5. Learning about cultural norms and variation in
communication styles helps ensure understanding.
Cultural norms are behavior patterns that are typical of
specific groups. Such behaviors are learned from
parents, teachers, peers, and many others whose values,
attitudes, beliefs, and behaviors take place in the
context of their own organizational culture.
Mohammad R. Rawashdeh
principles of intercultural Communication
6. Barriers are more easily overcome if people
see each other as friendly, cooperative and
trustworthy.
Mohammad R. Rawashdeh
Outline
1. diversity definition.
2. Acknowledge intercultural interdependence.
3. principles of intercultural Communication
4. intercultural Communication styles
5. Barriers to intercultural Communication
6. Tools of diversity
Mohammad R. Rawashdeh
Recognize intercultural Communication styles
1. Variation in spoken language:
begin with the value cultures place in language it self
2. Variation in nonverbal communication:
Nonverbal communication is the sum total of our body's
communication. It is how our body communicates or
sends a message.
Mohammad R. Rawashdeh
intercultural Communication styles
1. Variation (differences) in spoken language:
• values placed in language:
American generally value the power of the spoken word, other
cultures are skeptical of language.
Some cultures (American) use the power of spoken words to
communicate with people, for example: the live talk shows
just like: Oprah Winfrey can communication with millions.
Other cultures (Japan): use the power of silence and believe
that language can never revel the truth, more comfortable
with silence.
Mohammad R. Rawashdeh
intercultural Communication styles
1. Variation (differences) in spoken language:
• Purpose of language
-
-
American are concerned with language that accomplish
tasks to get the point quickly. In Mexico, talk about family,
friends, .. Before considering the task.
In USA, even a professor or president, he says to you:
please call me “ Peter”.
Here in Arab world: Please call me: Excellency : 36oftk..
Accomplish tasks, get to the point quickly.
Strengthening relations.
Mohammad R. Rawashdeh
intercultural Communication styles
1. Variation in spoken language:
• Purpose of language:
-
Pay attention to the language variation help us to learn how
people regards relations.
-
For example in English we use the word “you” for friend
and boss, while in Spanish they use “Su” for Boss and use
“tu” for informal relations.
Mohammad R. Rawashdeh
intercultural Communication styles
1. Variation in spoken language:
• Structure of language: format used for
communicating in English. In Spanish order
of words doesn’t matter.
• Subject- verb –object↔ She hit the ball
Classes of words (parts of speech), meanings of words
(semantics).
-
How words are organized in relation to each other
(syntax)
Mohammad R. Rawashdeh
intercultural Communication styles
1. Variation in spoken language:
• Structure of language:
-
How words are formed (morphology)
-
The study of sounds of words (phonology) :
-
There are overall 800 sound in human languages, in
English the is 45 sound and in Hawaiian there is 18
sound
Mohammad R. Rawashdeh
intercultural Communication styles
1. Variation in spoken language:
• Structure of language:
-
In English : she hit the ball
-
In Spanish; she the ball hit, the order of words dose
not matter
Mohammad R. Rawashdeh
intercultural Communication styles
1. Variation in spoken language:
• Structure of language:
-
In English : we don’t know how to pronounce word
start with “ng” or “ts” but can read them at the end
of word “for example: cats, meaning”.
-
In Spanish; words don’t begin with “sp” but begin
with “es”. Spanish speaker will read “speech as
espeech”
Mohammad R. Rawashdeh
intercultural Communication styles
1. Variation in spoken language:
• Word meanings:
-
-
-
Denotative : in English chair means the object you sit in &
the head of a department, but in Korean different words
would be used.
Connotative: differences refer to emotional meaning come
with words. In English we describe a woman supervisor as
“aggressive” but a man supervisor as “assertive” . Both
words used to convey same behavior.
Example: Propaganda: negative meaning in English and
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not in Spanish.
intercultural Communication styles
1. Variation in spoken language:
• Word meanings:
-
-
Figurative speech: Whenever you describe something by
comparing it with something by comparing it with
something else.
Snake, time flying.
-
Green hands
-
Fish sleeping
-
You are just like palm Mohammad
tree…R. Rawashdeh
Tall person
intercultural Communication styles
1. Variation in spoken language:
• How to use language (pragmatics):
-
Where and with whom we are communicating
-
Person talks while you are talking
-
Respond to a question by telling a story that
irrelevant to the topic
-
Remember that use of language is culture- specific
Mohammad R. Rawashdeh
intercultural Communication styles
1. Variation in spoken language:
• How to use language (pragmatics):
An individual with pragmatic problems may:
 Telling a story that is completely irrelevant to the
topic & in a disorganized way.
 Ignore the ‘turn-taking’.
 Say inappropriate or unrelated things during a
conservation.
Mohammad R. Rawashdeh
intercultural Communication styles
1. Variation in spoken language:
Where & with whom we are communicate with??
• As a result;
-
-
We tend to make modification to our communication
depending on where we are and with whom. In class or in
coffee shop.
We change depending on informal or formal relationship
How we think people will respond to our use of slang or
regional variation in dialect.
Talking louder and slower when talking with children or nonMohammad R. Rawashdeh
English speakers.
intercultural Communication styles
2. Variation in nonverbal communication: is the
hidden dimension of our communication
• Use of time: chronemics How we regard time
• Use of personal space: proxemics
• Use of eye contact: oculesics
• Use of gestures (kinesics), touch (haptics) and
voice (vocalics)
Mohammad R. Rawashdeh
Intercultural Communication Styles
2. Variation in nonverbal communication:
• Use of time: chronemics
-
Time is important for Americans “ losing time,
killing time, saving time, time is money,..etc”
-
In contrast to time orientation is relationship
orientation where the quality of the interaction
indicates how much time will be spent.
Mohammad R. Rawashdeh
intercultural Communication styles
2. Variation in nonverbal communication:
• Use of personal space (physical ): (proxemics):
Refers to the distance we stands when we talk to another one.
-
People in middle east have shorter distance and people
from England have large distance.
Mohammad R. Rawashdeh
intercultural Communication styles
2. Variation in nonverbal communication:
• Use of eye contact: oculesics
-
American: like soft eye contact where people look at them, from time to time, look
away. Intense stars makes most Americans feel very nervous.
-
Other cultures is very little eye contact
-
Others like intense eye contact with short distance
-
For middle Easters the eye is the window of the soul, they can read eyes.
Mohammad R. Rawashdeh
intercultural Communication styles
2. Variation in nonverbal communication:
• Use of gestures (kinesics: the interpretation of
body language such as facial expressions
and gestures or, more formally,
non-verbal behavior related to
movement, either of any part
of the body or the body as a whole.
)
Mohammad R. Rawashdeh
intercultural Communication styles
2. Variation in nonverbal communication:
Use of touch (haptics: the means by which people
communicate via touching.
Touch is an extremely important sense
for humans; as well as providing
Information about surfaces and
textures it is a component of
nonverbal communication
in interpersonal relationships,
& vital in conveying physical intimacy.
)
Mohammad R. Rawashdeh
intercultural Communication styles
2. Variation in nonverbal communication:
• Use of gestures (kinesics), touch (haptics),
body language and voice (vocalics)
-
Some cultures talk too loud in conservation, and
others tend to vocal volume.
-
Hand gestures are by no mean universal
-
Hug is a typical greeting even among strangers
in Latin America.
Mohammad R. Rawashdeh
Examples of hand gestures
Mohammad R. Rawashdeh
Examples of Gestures made with
other body parts
Mohammad R. Rawashdeh
Outline
1. diversity definition.
2. Acknowledge intercultural interdependence.
3. principles of intercultural Communication
4. intercultural Communication styles
5. Barriers to intercultural Communication
6. Tools of diversity
Mohammad R. Rawashdeh
Barriers to intercultural Communication
We will identify four barriers to
Effectiveness in intercultural
Communication:
1.
2.
3.
4.
Walking on eggs
Hot buttons
Container myth
Language, vernacular and accent
bias
Mohammad R. Rawashdeh
Barriers to intercultural Communication
1. Walking on eggs:
When someone says they feel like they are walking on egg, what is
that telling you? It's telling you :
- that they can no longer be themselves in your presence.
- that they fear your reaction whenever they speak.
- that they are stuck, that they cannot move in either direction, for
fear of upsetting you.
- It is also telling you that they need to stop this feeling that is
tearing them apart.
Mohammad R. Rawashdeh
Barriers to intercultural Communication
1. Walking on eggs:
If you are walking on eggs, you are being
very careful not to offend someone or do
anything wrong
Mohammad R. Rawashdeh
Barriers to intercultural Communication
1. Walking on eggs:
-
Certain topics create tension for ethnic minorities
-
This tension can make those communication with
ethnic minorities hesitant to approach these topics.
-
It is difficult to know exactly what these topics are?
-
Example is ethnic jokes ( you have to avoid them)
Mohammad R. Rawashdeh
Barriers to intercultural Communication
1. Walking on eggs:
Several things can help with this barrier:
-
Remember that these topics are profoundly personal.
-
Have implication for how people feel and think about
themselves.
-
Learn to handle defensiveness and to support for ethnic
minority people.
Mohammad R. Rawashdeh
Barriers to intercultural Communication
1. Walking on eggs:
Several things can help with this barrier :
-
May be its work to invite these ethnic minority people to
discussion and to share their perception of the topic at hand .
-
Remember that listening is vital link in any constructive
communication interaction.
-
Finally, and the best is to avoid these topics, until stronger
relationship (trust) is established.
Mohammad R. Rawashdeh
Barriers to intercultural Communication
2. Hot buttons:
-Hot buttons are words that invoke an emotional response in
other person.
Mohammad R. Rawashdeh
Barriers to intercultural Communication
2. Hot buttons:
-Sometimes words simply is misunderstood
-Swearing can become hot button
-Derogatory words used for people from specific groups.
Mohammad R. Rawashdeh
Barriers to intercultural Communication
2. Hot buttons:
To avoid:
-
Identify the hot button for you and for others then try to
avoid them
-
If they are used then try to control your emotional reaction
-
When tension is minimized talk about why and how these
words bother you.
-
When tension is minimized talk about why and how these
buttons produce that reaction
other will cease from using
Mohammad R. ,the
Rawashdeh
Barriers to intercultural Communication
3. Container myth
Is assumption that words
mean the same thing
across all cultures
Mohammad R. Rawashdeh
Barriers to intercultural Communication
3. Container myth:
-
Sometimes words is misunderstood, for example, as
when our students told that “foul” language is not
allowed, a concerned student from Turkey came to
office to ask why they could not talk about chickens
and birds “fowl” in class.
-
Stay away from jargon.
Mohammad R. Rawashdeh
Barriers to intercultural Communication
3. Container myth:
-
-
Also as we talk before about denotative and
connotative meaning of words.
A relationship built on trust will create a climate
where people share their understanding.
It would be helpful to be curious about language use
across culture.
To assist, when using language that might be
understood, consider phrases like: “we describe it
as…”….
Mohammad R. Rawashdeh
Barriers to intercultural Communication
4. Language, vernacular and accent bias:
-
-
Every group have particular affinity for their
language.
There are certain biases that come with a particular
accent.
You must identify your biases about languages,
vernaculars or accents and actively work to
overcome them.
All languages are capable of communicating every
possible thought.
Mohammad R. Rawashdeh
Barriers to intercultural Communication
4. Language, vernacular and accent bias:
-
-
Related to language bias is bias related to vernacular (the
specific language used in particular communities, such
spoken by Black or Latin peoples in USA).
There are certain biases that come with a particular accent
Learn the new and powerful languages.
Advantages of multiple languages.
Mohammad R. Rawashdeh
Outline
1. diversity definition.
2. Acknowledge intercultural interdependence.
3. principles of intercultural Communication
4. intercultural Communication styles
5. Barriers to intercultural Communication
6. Tools of diversity
Mohammad R. Rawashdeh
Tools of diversity:
The specific tools for effective cross- culture
communication are easy to list but difficult to employ,
we will discuses four tools:
1.Overcome personal biases
2.Relate culture to communication
3.Empathize with non-English ( non- Arabic) speakers.
4. Develop cross- cultural competence.
Mohammad R. Rawashdeh
Tools of diversity:
Overcome personal Biases
•
Racism, stereotypes and discrimination negatively impact
our communication with others.
•
These are the source of hurt feeling and result in
miscommunication, damaged relationships and loss in
productivity.
•
The history of ethnic relations in America makes it difficult to overcome
Americans current struggles with racism. (the mentality that justified
slavery..).
Mohammad R. Rawashdeh
Definitions that should be understood.
Prejudice: A set of rigid & unfavorable attitudes toward a
particular group that is formed in disregard of facts. An
unsupported judgment usually accompanied by disapproval.
Mohammad R. Rawashdeh
Definitions that should be understood.
Stereotype: negative beliefs about a particular group, it does not
consider people as individuals, but rather categorizes them as
members of a group who all think and behave in the same way. We
may pick up these stereotypes from what other people say, from T.V
or from what we read.
Mohammad R. Rawashdeh
Definitions that should be understood.
Discrimination: the differential treatment based on unfair
categorization. It is denial of justice prompted by prejudice. When
we act on our prejudices we engage in discrimination. It involves
keeping people out of activities or places because of the group to
which they belong.
Mohammad R. Rawashdeh
Definitions that should be understood.
Scapegoating: The policy of blaming an individual or group
when the fault actually lies elsewhere. Those who we
scapegoat become objects of our aggression. Scapegoating
can lead to verbal and physical violence, including death.
Insteitutional Racism: Ideologies and structures that are used
to systematically legitimize unequal division of power and
resources between groups on the basis of race.
Mohammad R. Rawashdeh
Definitions that should be understood.
• Racism: The coupling of the false assumption that race
determines psychological –scientific study of human or animal
mental functions & behavior - & cultural traits with the belief
that one race is superior to another.
• Overt racism: is communicated when people make some
statement that would by most people be identified as racist.
• Symbolic racism: is attacking some symbol of importance
to a particular group.
• Arms-length racism: when you don’t mind ethnic minority
people to work with or to socialize with, but that you would
oppose any closed relation
(marrying).
Mohammad R. Rawashdeh
Tools of diversity:
Overcome personal Biases
Forms of racism:
•
Overt racism, such as “all are lazy” or “they should
go back where they came from”.
•
Symbolic racism, is attacking some symbol of
importance to a particular group of people.
Mohammad R. Rawashdeh
Tools of diversity:
Overcome personal Biases
Forms of racism:
•
Symbolic racism, such as saying “ affirmative
action required companies to hire people who were
not qualified is a distortion of the actual policy”. The
response is emotional and not based on fact.
Mohammad R. Rawashdeh
Tools of diversity:
Overcome personal Biases
Forms of racism:
•
Arms – length racism: is suggesting that you don’t
mind to work or know minority people, but you oppose
any closer relationship.
•
Tokenism: is communicated by people who say ”I
can’t be racist one of my best friends is….”believing
that knowing one person from (different race….) is
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enough to prove that he
is not racist.
Tools of diversity:
Overcome personal Biases
•
Relations become strained when many EuroAmericans assert that these historical practices are
over (and thus ethnic minority people should “just
get over it”) or when feeling of guilt keep them from
creating
meaningful
relationships
minorities.
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with
ethnic
Overcome personal Biases
To overcome:
• Develop an understanding about what is
biases?
• Recognize that racism and discrimination are
still have powerfully impact
Mohammad R. Rawashdeh
Tools of diversity:
Overcome personal Biases
To overcome:
• Not only be sensitive to your own racisms but
also develop strategies to resist the racism
that may occur in your workspace.
• Be attuned to how we communicate our
prejudices
Mohammad R. Rawashdeh
Tools of diversity:
Relate culture to communication
•
Recognize the connection between culture and
communication
•
Its hard to learn language without its culture.
•
Nonverbal communication is impacted by culture
specific meanings.
•
We learn more values and world- view if we
communicate with others.
Mohammad R. Rawashdeh
Tools of diversity:
Relate culture to communication
• Seek to understand these cultural differences
• Recognize the interdependence nature of
groups.
• Seek culture specific knowledge which
includes history, current social issue,….
• Learn a second language your self
Mohammad R. Rawashdeh
Tools of diversity:
Empathize non-English speakers
• Develop empathy for second language learners,
and learn second language yourself.
• Appreciate others attempts to learn your language
• Support those attempts by minimizing stress and
making your messages understandable
Mohammad R. Rawashdeh
Tools of diversity:
Develop intercultural (cross cultural) competence
The kind of competence meant here is an ability to
accomplish goals while also reducing misunderstanding
and building strong interpersonal relationships, these
competencies will enhance your overall quality of your
life
Mohammad R. Rawashdeh
Tools of diversity:
Develop Intercultural Competence
Cross Cultural skills includes:
• Acknowledge and work on overcoming prejudices and
biases
• Work toward equal-status relationships
• Challenge personal assumption
• Learn how your culture is different from others
• Communicate with those from other cultures
• Learn how others want to be treated and try to
accommodate them
Mohammad R. Rawashdeh
End of chapter 2
Any Question?
Mohammad R. Rawashdeh