Transcript Chapter 4 - Communication

Chapter 4
Communication
Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
4-1
Communication
The process of transmitting
thoughts or ideas from one
person to another
Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
4-4
The Communication Process
Noise
Actual noise (e.g. traffic)
Cultural/ social differences
Sender
Thought
Encoding
Receiver
Transmitting
Receiving
Decoding
Understanding
Feedback
Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
4-5
Communication Skills for
Managers as Senders
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Send clear and complete messages.
Encode messages in symbols the receiver
understands.
Select a medium appropriate for the message AND
monitored by the receiver.
Avoid filtering (holding back information) and
distortion as the message passes through other
workers.
Ensure a feedback mechanism is included in the
message.
Provide accurate information to avoid rumors.
Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
Communication Skills for
Managers as Receivers
Pay Attention to what is sent as a message.
 Be a good listener: don’t interrupt.
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Ask questions to clarify your understanding.
Be empathetic: try to understand what the sender
feels.
 Understand linguistic styles: different people
speak differently.
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Speed, tone, pausing all impact communication.
This is particularly true across cultures.
Managers should expect and plan for this.
Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
Cross-Cultural Communication
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Communication among people from more
than one culture
More difficult than communication among
people of same culture
Major differences in communication
– Language Usage
– Verbal Communication Styles
– Nonverbal Communication
Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
4-6
Cross-Cultural Communication
Different words for the same meaning in
US and England (e.g. elevator/ lift)
 Two native speakers of different
languages using a third common
language
 Brand names and language diffences
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Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
Major Characteristics of the
Four Verbal Styles
Verbal
Style
Direct Vs.
Indirect
Variation
Major
Characteristic
Cultures
Where Found
Direct
Message is more explicit
Individualistic, low-context
Indirect
Message is more implicit
Collective, high-context
Quantity of talk is
relatively high
Moderate uncertainty
avoidance, high-context
Exacting
Quantity of talk is
moderate
Low uncertainty
avoidance, low-context
Succinct
Quantity of talk
relatively low
High uncertainty avoidance,
high-context
Elaborate Vs.
Succinct
Elaborate
Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
4-7
Major Characteristics of the
Four Verbal Styles (cont.)
Verbal
Style
Personal Vs.
Contextual
Variation
Major
Characteristic
Cultures
Where Found
Personal
Focus on speaker
“personhood”
Low power distance,
individualistic, low context
Contextual
Focus of role of
speaker, role
relationships
High power distance,
collective, high-context
Language is goal
oriented, sender
focused
Individualistic, low-context
Instrumental
Instrumental
Vs. Affective
Affective
Language is process Collective, high-context
oriented, receiver
focused
Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
4-8
Verbal Styles Used in 10 Countries
Australia
Canada
Denmark
Egypt
England
Japan
Korea
Saudi Arabia
Sweden
United States
Direct
Direct
Direct
Indirect
Direct
Indirect
Indirect
Indirect
Direct
Direct
Exacting Personal
Exacting Personal
Exacting Personal
Elaborate Contextual
Exacting Personal
Succint Contextual
Succint Contextual
Elaborate Contextual
Exacting Personal
Exacting Personal
Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
Instrumental
Instrumental
Instrumental
Affective
Instrumental
Affective
Affective
Affective
Instrumental
Instrumental
Forms of Nonverbal Communication
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Communication through body movements,
including facial expression, gestures, and posture
(Kinesics)
– Example: smile: usually sign for happiness/ pleasure, in
Asia also sign of embarrassment/ discomfort
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Communication through eye contact and gaze
(Oculesics)
– Example: maintaining eye contact: sign of good
communicator in USA, Middle East, sign of distrust in
China or Japan
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Communication through the use of body contact
(Haptics)
– Example: greeting gestures:US and Eurpeans shake hands,
Japanese bow, Middle Easterns of same sex kiss on cheek
– Hand gestures: „V“-sign, „O“- sign, „side-to-side-wave“
Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
Forms of Nonverbal Communication
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Communication through the use of space
(Proxemics)
– Example: closer distances in South America, Southern
Europe than Asia, USA or Northern EU
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Communication through the use of time within a
culture (Chronemics)
– Monochronic, linear use of time: one thing at a time
– Polychronic use of time: several things at a time
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Communication through the use of colors
(Chromatics)
– Example: Hongkong brides are dressed red (happiness
and good luck)
Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
Barriers to Cross-Cultural
Communication
Interpretation of word and
actions from home culture
 Perception (individual‘s personal
view of the world) of different
cultures by stereotyping
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Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
4-10
Convergence or Divergence?
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Increasing ease of
communication
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(e.g. Internet)
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Number of
different languages
Barriers to crosscultural
communication
Widespread use of
English
Similar words and
concepts in
different
languages Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
4-11
Implications for Managers
Cross-cultural communication a
critical skill
 Awareness of differences can
improve communication skill
 Important to learn other
languages
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Copyright 1998 by Prentice Hall, Inc.,
adapted by Prof .Dr. vom Kolke
4-12