Transcript Chapter 4: Oral and Nonverbal Communication Patterns

Chapter 6
Oral and Nonverbal
Communication Patterns
Intercultural Business Communication, 4th ed., Chaney & Martin
Upon Completion of this Chapter
 Be
able to evaluate thought patterns and
their relationship to intercultural business
communication
 Understand importance of paralanguage
 Appreciate attitudes toward time and space
 Understand the role of eye contact, smell,
color, touch, and body language
 Learn how silence is used to send nonverbal
messages in various cultures
Intercultural Business Communication, 4th ed., Chaney & Martin
Nonverbal Communication
 Nonword
messages, such as gestures, facial
expressions, interpersonal distance, touch,
eye contact, smell, and silence.
 Costly business blunders are often the
result of a lack of knowledge of another
culture’s oral and nonverbal
communicating patterns
 A knowledge of these aspects if essential for
conducting business internationally
Intercultural Business Communication, 4th ed., Chaney & Martin
Thought Patterns
 Patterns
of thought or processes of
reasoning and problem solving are not
the same in all culture, but they all have
an impact on oral communication.
 Most people in the U.S. use the deductive
method of reasoning to solve problems.
Intercultural Business Communication, 4th ed., Chaney & Martin
Methods of Reasoning
Deductive reasoning - going from broad categories or
observations to specific examples; U.S. persons use
deductive reasoning.
 Inductive reasoning - start with observations or facts
and go to generalizations; Asians use inductive
reasoning.
 Thought patterns also include the pace or speed with
which problems are solved or decisions made.

 U.
S. managers make quick decisions.
 The Japanese use a slower method of problem
solving.
Intercultural Business Communication, 4th ed., Chaney & Martin
What is Meant by Paralanguage?
Refers to rate, volume, and quality that
affects the meaning of the message.
 What
does an increased rate of speech
signify? Impatience or anger
 What does an increased volume indicate?
Perhaps anger or a desire to be heard
Intercultural Business Communication, 4th ed., Chaney & Martin
Differences in Loudness of Speech:
Culture Specific & Gender Specific:
 Arabs
speak loudly; this is an indication of
strength and sincerity.
 People of the Philippines and Thailand speak
softly; it indicates breeding and education.
 Males usually speak louder than females and
at a lower pitch than females.
 Rate of speech varies with the region of the
U.S.; Northerners speak faster than
Southerners.
Intercultural Business Communication, 4th ed., Chaney & Martin
Areas of Nonverbal Communication
 Chronemics
(time)
 Proxemics (space)
 Oculesics (gaze/eye contact)
 Olfactics (smell)
 Haptics (touch)
 Kinesics (body language)
 Chromatics (color)
 Silence
Intercultural Business Communication, 4th ed., Chaney & Martin
Time (Chronemics)
 Attitudes
toward time vary from culture to
culture.
 Countries that follow monochronic time
perform only one major activity at a time
(U.S., England, Switzerland, Germany).
 Countries that follow polychronic time
work on several activities simultaneously
(Latin America, the Mediterranean, the
Arabs).
Intercultural Business Communication, 4th ed., Chaney & Martin
Monochronic/Polychronic Cultures
Monochronic People






do one thing at a time
concentrate on the job
take time commitments
seriously
are committed to the job
show respect for private
property; rarely borrow or
lend
are accustomed to short-term
relationships
Polychronic People



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
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do many things at once
are highly distractible
consider time commitments
casually
are committed to people
borrow and lend things often
tend to build lifetime
relationships
Intercultural Business Communication, 4th ed., Chaney & Martin
Cultural Differences in
Attitudes Toward Time
 U.S.
persons are very time conscious and value
punctuality. Being late for meetings is viewed as
rude and insensitive behavior; tardiness also conveys
that the person is not well organized.
 Germans and Swiss people are even more time
conscious; people of Singapore and Hong Kong also
value punctuality.
 In Algeria, on the other hand, punctuality is not
widely regarded. Latin American countries have a
manana attitude; people in Arab cultures have a
casual attitude toward time.
Intercultural Business Communication, 4th ed., Chaney & Martin
Space (Proxemics)
People in the U.S. tend to need more
space than do persons of other cultures.
U.S. persons back away when people
stand too close. Standing too close is
interpreted as being pushy or
overbearing; standing too close may also
be interpreted as unwelcomed sexual
advances.
Intercultural Business Communication, 4th ed., Chaney & Martin
Space Zones in the U.S.
 The
intimate zone (less than 18 inches) is
reserved for very close friends & shaking
hands.
 The personal zone (18 inches to 4 feet) is for
giving instructions to others or working
closely with another person.
 The social zone (4 to 12 feet) is used in
business situations in which people interact in
a more formal, impersonal way.
 The public distance is over 12 feet.
Hall & Hall, Understanding Cultural Differences
U.S. people need more space than do
Greeks, Latin Americans, or Arabs.
The Japanese stand even farther away
than do U.S. persons.
Intercultural Business Communication, 4th ed., Chaney & Martin
Elevator Proxemics (SPACE)
A psychology professor at a southern university
gave his students an assignment to test elevator
proxemics. Students reported the usual U.S.
behaviors of facing the front and watching the
illuminated floor indicator, assuming the Fig Leaf
Position (hands/purses/ briefcases hanging down in
front of the body), and positioning themselves in
the corners or against the elevator walls. Then the
professor added another assignment: students
were to break the rules and get on the elevator,
stand at the front facing the other occupants and
jump backward off the elevator just before the door
closed. One of the elevator occupants was heard to
whisper, “Call 911; we’ve got a real weirdo here.”
Axtell, Gestures
The Office Environment and
Nonverbal Messages
 U.S.
persons prefer desks and chairs in a
face-to-face arrangement or at right angles,
while the Chinese prefer the side-by-side
arrangement.
 In the U.S. outside offices with windows have
more status than inside offices; large offices
have more status than small ones; the top
floor has more status than the first floor.
Intercultural Business Communication, 4th ed., Chaney & Martin
The Office Environment and
Nonverbal Messages
 French
top-level executives occupy the
middle of an office area with
subordinates around them.
 The Japanese do not consider private
offices appropriate; only the highest
ranking officers have private offices
and may have desks in large work
areas as well.
Intercultural Business Communication, 4th ed., Chaney & Martin
Gaze/Eye Contact (Oculesics)
•Although people in the U.S. favor direct eye
contact, in other cultures, such as the Japanese,
the reverse is true; they direct their gaze below
the chin. In the Middle East, on the other hand,
the eye contact is more intense than U.S. people
are comfortable with. People in China lower their
eyes as a sign of respect.
•A prolonged gaze or stare in the U.S. is
considered rude. In most cultures, men do not
stare at women as this may be interpreted as
sexually suggestive.
Intercultural Business Communication, 4th ed., Chaney & Martin
Smell (Olfactics)
 Although
people of the U.S. respond
negatively to body odors, Arabs are
comfortable with natural body odors.
 Other cultures in which smell plays an
important role include the Japanese and
Samoans.
Intercultural Business Communication, 4th ed., Chaney & Martin
Touch (Haptics)
 Touch,
when used properly, may create
feelings of warmth and trust; when used
improperly, touch may cause annoyance
and betray trust.
 Hierarchy is a consideration when using
touch in the U.S.: people who are older
or higher rank may touch those who are
younger or of lower rank; equals may
touch each other.
Intercultural Business Communication, 4th ed., Chaney & Martin
“Don't Touch” Cultures
Japan
U.S.
and Canada
England
Scandinavia
Other N. European
countries
Intercultural Business Communication, 4th ed., Chaney & Martin
“Touch” Cultures:
Middle Ground Countries
Australia
France
China
Ireland
India
Middle
East
countries
Intercultural Business Communication, 4th ed., Chaney & Martin
“Touch” Cultures
Latin American
countries
Italy
Greece
Spain and Portugal
Some Asian countries
Russian Federation
Intercultural Business Communication, 4th ed., Chaney & Martin
Location of the Touch Is Important
 Appropriate
touch in the U.S. is limited
to shaking hands in business situations no hugs or expressions of affection unless
friends.
 In Thailand do not touch the head.
 Do not touch Asians on the shoulders or
even the back of the worker's chair.
 Avoid touching a person with the left
hand in the Middle East.
Intercultural Business Communication, 4th ed., Chaney & Martin
Fast, Body Language in the Workplace
Example of Touch
Several years ago, when President Carter was
mediating peace talks between Egypt and
Israel, Anwar Sadat frequently placed his
hand on President Carter’s knee. While this
subtextual message was intended as a
gesture of warm friendship, the subtler
message Sadat was conveying to the world
was that he was President Carter’s equal.
Intercultural Business Communication, 4th ed., Chaney & Martin
Body Language (Kinesics)
 Body
language includes facial expressions,
gestures, posture, and stance.
 To interpret facial expressions correctly, it is
important to take the communication context
and culture into account.
 People in some cultures rarely show emotion
(China); Asians will smile or laugh softly
when they are embarrassed.
Intercultural Business Communication, 4th ed., Chaney & Martin
Facial Expressions
 The
face and eyes convey the most
expressive types of body language,
including happiness, surprise, fear,
anger, interest, and determination.
 Facial expressions must be controlled
when inappropriate to the setting
(yawning during a presentation).
Intercultural Business Communication, 4th ed., Chaney & Martin
Gestures
 Emblems
or symbols ("V" for victory)
 Illustrators (police officer's hand held up
to stop traffic)
 Regulators (glancing at watch when in a
hurry)
 Affect displays (a person's face turns red
with embarrassment)
Axtell, Gestures
General Guidelines
U.S. Gestures
 Interest
is expressed by maintaining eye
contact with the speaker, smiling, and
nodding the head.
 Open-mindedness is expressed by open
hands and palms turned upward.
 Nervousness is sometimes shown by
fidgeting, failing to give the speaker eye
contact, or jingling keys or money in your
pocket.
Axtell, Gestures
General Guidelines
U.S. Gestures
 Suspiciousness
is indicated by glancing away
or touching your nose, eyes, or ears.
 Defensiveness is indicated by crossing your
arms over your chest, making fisted gestures,
or crossing your legs.
 Lack of interest or boredom is indicated by
glancing repeatedly at your watch or staring
at the ceiling or floor or out the window when
the person is speaking.
Axtell, Gestures
Additional Guidelines for
Gesturing in Various Cultures
 The
“V” for victory gesture, holding two
fingers upright, with palm and fingers faced
outward, is widely used in the U.S. and
many other countries. In England, however,
it is a crude connotation when used with the
palm in.
Axtell, Gestures
The Vertical Horns Gesture
(raised fist, index finger and
little finger extended)
 Has
a positive connotation associated with the
University of Texas Longhorn football team.
 This gesture has an insulting connotation in Italy
 In Brazil and Venezuela it is a sign for good luck
 In other cultures, such as Italy and Malta, the horns are a
symbol to ward off evil spirits
 This symbol has various meanings in U.S. subcultures
and should be used only when you are sure the other
person understands its intended meaning
Axtell, Gestures
Gestures
 The
thumbs-up gesture has been widely
recognized as a positive signal meaning
“everything is O.K.” or “good going.”
Although well known in North America
and most of Europe, in Australia and
West Africa it is seen as a rude gesture.
 The head nod in most countries means
“yes,” but in Bulgaria it means “no.”
Axtell, Gestures
Gestures
The “O.K.” sign, with the thumb and forefinger
joined to form a circle, is a positive gesture in the
U.S., while in Brazil it is considered obscene. The
gesture has still another meaning in Japan:
money.
 The beckoning gesture (fingers upturned, palm
facing the body) used by people in the U.S. for
summoning a waiter, for example, is offensive to
Filipinos, as it is used to beckon animals and
prostitutes. Vietnamese and Mexicans also find it
offensive.

Intercultural Business Communication, 4th ed., Chaney & Martin
Posture and Stance
 Posture
can convey self-confidence,
status, and interest.
 Confident people have a relaxed posture,
yet stand erect and walk with assurance.
 Walking with stooped shoulders and a
slow, hesitating gait projects negative
messages of lack of confidence.
Intercultural Business Communication, 4th ed., Chaney & Martin
Posture and Stance
 Interest
is demonstrated by leaning
forward toward the person with whom
you are conversing.
 The posture of U.S. persons is casual,
including sitting in a relaxed manner and
slouching when standing (considered
rude in Germany).
Intercultural Business Communication, 4th ed., Chaney & Martin
Posture and Stance
 Posture
when seated varies with the
culture; U.S. persons often cross their
legs while seated (women at the ankle and
men with the ankle on the knee).
 Follow the lead of the person of the other
culture; assume the posture they assume.
Intercultural Business Communication, 4th ed., Chaney & Martin
Posture and Stance
 Most
Middle Easterners would consider
crossing the leg with the ankle on the
knee inappropriate.
 Avoid showing the sole of your shoe or
pointing your foot at someone in the Arab
world.
Intercultural Business Communication, 4th ed., Chaney & Martin
Color (Chromatics)
 Colors
have cultural variations in connotations.
– Black is the color of mourning in the U.S., but white
is worn to funerals by the Japanese.
– In the U.S. white is typically worn by brides, while
in India red or yellow is worn.
– Purple is sometimes associated with royalty, but it is
the color of death in Mexico and Brazil.
– Red (especially red roses) is associated with romance
in some cultures including the U.S.
Intercultural Business Communication, 4th ed., Chaney & Martin
Color (Chromatics)
United Airlines unknowingly got off on the
wrong foot during its initial flights from
Hong Kong. To commemorate the
occasion, they handed out white
carnations to the passengers. When they
learned that to many Asians white
flowers represent bad luck and even
death, they changed to red carnations.
Intercultural Business Communication, 4th ed., Chaney & Martin
Silence
 Although
U.S. persons are uncomfortable with
silence, people from the Middle East are quite
comfortable with silence.
 The Japanese also like periods of silence and do
not like to be hurried. Such Japanese proverbs
as, “Those who know do not speak - those who
speak do not know,” emphasize the value of
silence over words in that culture.
 In Italy, Greece, and Arabian countries, on the
other hand, there is very little silence.
Intercultural Business Communication, 4th ed., Chaney & Martin
Topics Covered—Review Your
Materials Carefully
 Evaluate
thought patterns
 Understand paralanguage
 Understand attitudes toward time and
use of space
 Understand the role that eye contact,
smell, touch, color, and body language
have on communication
 Learn how silence is used
Intercultural Business Communication, 4th ed., Chaney & Martin