Download FAQ: Basic Concepts of Communication

FAQ: Basic Concepts of Communication
Question 1: Is there a difference between communication and intercultural
communication?
Answer 1: The fundamental difference between communication and
intercultural communication is the element of culture. The basic definition of
communication is the exchange of information between a sender and
receiver. Intercultural communication, as defined by Richard Porter and Larry
Samovar (1999), is communication occurring "whenever a message producer
is a member of one culture and a message receiver is a member of another."
Culture also plays an important role in how a person interprets information.
For intercultural communication to be successful, people must be cognizant of
differences among cultures.
It is important for businesses to consider how messages are communicated
visually to employees and customers. In logos, advertisements, memos, and
other messages, companies want to be sure that their messages are
accurately conveyed. Colors, font sizes, photographs, and illustrations can
represent different things to different cultures. These symbolic forms are
another way that individuals encode and decode nonverbal messages in the
communication model. Interpretation of symbols is not universal and can lead
to varied translations of messages, meanings, and concepts.
When a person is viewing a symbol, three main things can contribute to how
that person will interpret the meaning of the symbol: personal experiences,
cultural meanings, and universal understanding (Universal Symbols, 2004).
For example, a red stop sign or graphic on a highway can be interpreted
differently. Some cultures view red as a warning sign, whereas others may
not. Conversely, the symbol or illustration for male and female restrooms is
understood worldwide.
Question 2: How do country customs affect intercultural communication?
Answer 2: Each country has customs. Customs are specific cultural practices
common to a group of people or society. They deal with opinions about
society, gender, and points of view. For example, people in one culture may
greet strangers with a hug and kiss, and people in another culture may bow.
Different customs can lead to miscommunications depending on how a culture
views time, space, and body odors and values emotional expressions and the
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FAQ: Basic Concepts of Communication
role of gender.
How a culture perceives time is a custom that can cause misunderstandings.
For example, a meeting in Germany scheduled for 10:30 a.m. has a different
meaning or expectation from a meeting scheduled for the same time in
Colombia. German culture insists on more punctuality and formality in
business meetings, whereas Colombians tend to be more relaxed and less
likely to be as punctual as their German colleagues.
Another example includes Sudanese customs. Sudanese cultures tend to have
a male-oriented society. When two men meet each other, it is acceptable to
shake hands and then tap each other’s shoulder simultaneously. Females hug
and rub cheeks among friends (About Sudan, n.d.).
Question 3: What are some challenges posed by language in intercultural
business communication?
Answer 3: There are many languages spoken worldwide and thousands of
words in each language. Sometimes, languages and meanings become
altered in translation. When there is not a direct translation for words or
phrases, it is called an issue of language equivalency.
For example, in the Eskimo–Aleut language, there are 20 definitions for the
word snow. This language can make 20 different distinctions relative to the
word snow with no equivalents in the English language (Intercultural
Communication, 2003). With no equivalent, misunderstandings of the
message and meaning may occur.
Meanings behind phrases can also cause confusion. Idioms are multiword
constructions that act as semantic units and are often culturally specific.
Consider an idiom that Americans might use: let the cat out of the bag,
meaning to disclose a secret. To a nonnative English speaker, when this
phrase is literally translated, it loses its meaning. A cat being let out of a bag
has no connection to speaking about something confidential; the
communication message is lost. Acronyms are another language challenge
because they use letters to stand for words; when words are translated to
another language, the translated words may begin with different letters, thus
making the acronym hard to understand.
Being aware of one’s native language and cultural background helps
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FAQ: Basic Concepts of Communication
communicators with meaning and message intent.
Question 4: What is nonverbal communication, and how does it affect
business?
Answer 4: All people use nonverbal communication, whether they are aware
of it or not. It is a learned behavior.
Nonverbal communication refers to any communication that does not use
words. It includes sounds; body movements; and the use of space, time,
distance, and other nonverbal components.
Each type of nonverbal behavior has a name. For example, body movements
are called kinesics, and the use of personal space and distance is referred to
as proxemics.
Several definitions exist, but some experts note that nonverbal
communication can be divided into several categories, including passive and
active nonverbal behavior. When people communicate with each other, more
than half of the communicated message is conveyed through body language,
gestures, tones, and more. Recent research states that more than 65% of a
message may be communicated nonverbally.
Culture often teaches rules for nonverbal behavior regarding etiquette for
how to handle everything from handshakes to gift exchanges. For example,
the process of how an individual exchanges business cards is different from
country to country. Some countries may require more personal information
than others; some exchanges may need translation. Furthermore, in some
countries, handshakes are inappropriate between males and females.
Nonverbal communication is also important in meetings, e-mail, and more.
Knowing your audience is key to helping alleviate any nonverbal
miscommunication. As another form of communicating, it is best to be aware
of the customs and nonverbal communication in other cultures.
Question 5: What are proxemics and kinesics?
Answer 5: Both proxemics and kinesics are forms of nonverbal
communication. Proxemics refers to the study of how people use personal
space and distance while communicating with others. Kinesics is the study of
nonverbal communication through body movements. It examines posture,
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FAQ: Basic Concepts of Communication
eye contact, and more. Culture and customs affect how a person views the
rules of proxemics and kinesics.
In Western cultures, business associates respect what is known as personal
space. A person's personal space is about 3–6 feet away from another
person. Anything closer is reserved for relationships that are more intimate.
Although customs vary, an almost universal principle is that the closer people
sit together, the better they know each other.
In the study of kinesics, body movements are often thought to be
subconscious. These movements may convey specific meanings, and how
receivers interpret these meanings is often affected by culture.
In their seminal work on kinesics, Ekman and Friesen (1969) classify kinesics
into the following five categories: emblems, illustrators, affective displays,
regulators, and adapters.
An emblem is a signal with a verbal complement. For example, in the United
States, a person may say that something is fine with them by making an
okay signal using the thumb and forefinger. This signal is complemented, or
backed up, with the spoken approval.
An illustrator is often used to show what is being said. For example, by
twirling the forefinger next to the head, a sender may be suggesting that
someone or something is crazy. Illustrators are used by many Anglo-Saxon
cultures.
An affective display is how a person shows emotions through facial
expressions or body movements. For example, an individual from an Italian
culture may display feelings openly in public, and someone from Finland may
shun public expressions of emotion.
A regulator is another nonverbal signal that helps the spoken words in a
conversation flow. For example, if a sender is giving directions on how to get
to a certain location, the receiver may nod his or her head indicating that he
or she understands the directions so far.
An adapter is related to how a person uses body movements at a lower level
of awareness, such as changing posture. Often, people are unconscious of
these movements. For example, if a supervisor is praising an associate, he or
she will sit up straighter in the chair. These movements can be misinterpreted
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FAQ: Basic Concepts of Communication
across cultures. On the other hand, these movements can help parties
understand messages more clearly.
The implication of kinesics across cultures has a profound effect on
information flow and understanding in the intercultural business
communication process.
Question 6: What are occulesics and haptics?
Answer 6: Occulesics is the study of eye movement and describes topics
such as how a person moves his or her eyes, how long a person holds eye
contact, and more.
Eye contact is another form of nonverbal communication and can affect
intercultural business communications related to message and meaning. For
example, a spoken message can be clear, but the eye movement, such as
rolling the eyes upward, is a gesture showing that a participant is bored,
cynical, or not believing what is being said. In addition, in some cultures,
such as Japan, direct eye contact is considered rude.
Eye movement can also signal success or reinforcement of a message. For
example, looking directly at an associate while conducting business signals
credibility and truthfulness in some cultures.
Haptics involves touch behavior. The most common form in haptics behavior
is greetings before and after a meeting, such as a handshake. In addition,
touch during a conversation is important and can be interpreted differently
during a communication exchange (Dahl, 1999).
In some cultures, touching is forbidden; in other cultures, it is acceptable. For
example, in some Latin-American and Italian cultures, a hug is perfectly
acceptable in business relationships. In the Finnish culture, touching is limited
to handshakes during a greeting or saying farewell. Hugging and kissing is
reserved for intimate relationships and does not translate well to business
relationships.
Question 7: What are some of the challenges of intercultural
communication?
Answer 7: The biggest challenge in intercultural communication is
considering how to communicate effectively in verbal and nonverbal ways.
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FAQ: Basic Concepts of Communication
Proxemics, haptics, language equivalency, dress, time, and greetings will
influence perceptions and interactions between people.
Nonverbal communication is more specific to particular cultures, according to
some experts. What these cues mean, often used in conjunction with a word
counterpart, is key in successful interpretations of messages.
Business etiquette and personal etiquette are other factors affected by
custom and culture, and they can have a significant impact on the successful
outcome of a business negotiation. This etiquette includes gift exchanges,
dining habits, and more.
For example, gift giving is acceptable in some Asian cultures and is part of
the business protocol. Learning to be aware of subtle, nonverbal cues helps
open up opportunities of understanding cultural differences. It is important
that before any visits or contacts are made to study the culture and customs
of the other participants to develop an awareness of the other's culture.
Question 8: What are some examples of how nonverbal communication
affects business?
Answer 8: Complex nonverbal communication and styles have a profound
impact on business negotiations across cultures. For businesses to succeed, it
is critical for them to know their customers and work in an international
world. An organization should strive to understand its global context and seek
not to offend employees or customers in how the organization communicates.
Consider how the following nonverbal communication tactics can affect
communication:
Body movement such as crossed legs with the sole of a shoe visible is
offensive in some cultures but not in others.
Kinesics and its categories of emblems, illustrators, affect displays,
regulators, and adapters change the cultural dynamics of the
experience and may control interpretation and vital information flow
critical to intercultural communication.
Occulesics, or direct or indirect eye contact, can be offensive in some
cultures, but it can be a sign of respect in other cultures.
The most known haptic symbol around the world is the handshake.
Beyond the handshake, other cultures use haptics differently. For
example, it is perfectly acceptable for Arab men to walk arm in arm in
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FAQ: Basic Concepts of Communication
public, whereas in some cultures, this may not be the norm.
Question 9: How do communication styles affect intercultural communication
in business?
Answer 9: It is understood and acknowledged that individuals within certain
cultures may not conform to all societal norms or use the communication
styles presented in this course. Cultural generalizations, in this context, are
presented as learning points in an educational forum with general definitions
about communication styles and attitudes when discussing these respective
cultural groups and societies. This generalization is not representative of all
members of a particular society or culture.
In addition to the nonverbal communication of kinesics, Gudykunst and TingToomey(1988) explain three spoken communication styles including a direct
and indirect style, an elaborate or more succinct style, and an instrumental or
affective style.
Direct or Indirect
This communication style uses a direct or indirect way of showing meaning
and intention. When a person uses an indirect style, he or she expects the
receiver to make his or her own inference, or meaning, of the message. Asian
cultures use an indirect style to communicate, whereas Americans use more
direct styles, telling the listener exactly what they mean.
Elaborate or Succinct
Some styles are more elaborate; they use many words to communicate.
Middle Eastern and Arab cultures use a more elaborate style to communicate.
In contrast, some cultures are more exact or precise with their styles.
Instrumental or Affective
More goal-oriented communication styles are affective or instrumental. For
example, Americans tend to be instrumental in their communication styles to
get to the point of business in meetings instead of socializing or asking about
personal information, which is viewed as a waste of time. Conversely, LatinAmerican and Arab cultures use a more affective communication style,
focusing on socializing at the beginning of business meetings before getting
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FAQ: Basic Concepts of Communication
to the business agenda.
Question 10: What are some ways to overcome barriers in cross-cultural
communication?
Answer 10: Breaking assumptions and stereotypes about other cultures are
primary drivers of communicating more clearly across cultures.
Believing that one's culture is superior to another and learning to respect
differences in cultures are two barriers that arise in intercultural business
communication.
Some guidelines for overcoming these cultural barriers include the following
(Intercultural Insights, 2000):
Be patient: Communicating across cultures is going to involve
mistakes, missteps, and misunderstandings.
Create ground rules: Ground rules help a group understand business
expectations. For example, punctuality is not of equal importance
across all cultures.
Ask questions before expressing emotions: Unexpected behaviors
can induce certain emotions and help create stereotypes and other
assumptions. Questions help everyone learn about intercultural
differences.
Use written words in communication: Non-English-speaking
cultures may have a wider reading vocabulary, so use written
communications, such as supporting text slides or handouts, whenever
possible in business presentations.
Respect: The most important behavior when working with diverse
cultures is to show respect for another’s culture. This is a universal
concept.
References
About Sudan. (n.d.). Retrieved from Embassy of the United States KhartoumSudan Web site:
http://khartoum.usembassy.gov/sudanese_cultural_customs.html
Dahl, S. (1999). Intercultural skills for business. London: ECE
Ekman, P., & Friesen, W. V. (1969). The repertoire of non-verbal behaviour:
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FAQ: Basic Concepts of Communication
Categories, origins, usage and codings. Semiotica, 1, 49–98.
Gudykunst, W. B., & Ting-Toomey, S. (1988). Culture and interpersonal
communication. Newbury Park, CA: Sage.
Intercultural communication: Improving reading skills and reading speed.
(2003). Retrieved from
http://www.cis.doshisha.ac.jp/kkitao/library/student/textbook/shohak
usha/intercultural.htm
Intercultural insights: List of guidelines. (2000). Retrieved from Thiagi Group
Web site: http://www.thiagi.com/email-intercultural101-tips.html
Porter, R. E., & Samovar, L. A. (Eds.). (1999). Approaches to understanding
intercultural communication. In Intercultural communication: A
reader. Belmont, CA: Wadsworth.
Universal symbols. (2004). Retrieved fromhttp://www.horizons2000.org/2.%20Ideas%20and%20Meaning/Topics/Universal%20Symb
ols.html
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