Download Can You Hear Me Now? Understanding Strategies and Obstacles to

Can You Hear Me Now?
Understanding Barriers and Strategies to
Cross-Cultural Communication
Kevin M. Huie
Director, Cross-Cultural Center
University of California, Irvine
Communication Barriers
and Gaps
Differences in values (usage)
Preconceptions and Stereotyping (caller id)
Language (text-messaging abilities)
Comfort level (generational gap)
Assumed similarities in non-verbal communication
(lingo)
 Hooks and triggers (reception or # of bars)
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Communication Barriers
and Gaps
1. Differences in values
Differences in the way we form and prioritize our values often
come into conflict in communication and conversation.
Values that can often be prioritized differently among individuals
are varied and numerous, and can include: money, power, workethic, work-style, decision-making, education, politics, family,
and religion.
Difference in values, which may result in a different
communication style, can result in negative judgments about
another person - which can cause communication shut-off.
Communication Barriers
and Gaps
2. Preconceptions and Stereotypes
We tend to prejudge and stereotype based on mental tapes.
This typically blocks our ability to fully understand an
individual who is different than us.
Often times, our understanding of cultural patterns can
sometimes be confused with stereotypes. Stereotypes differ
in the recognition of cultural patterns in that they are often
considered to be short-cuts, assumptions based on what we
expect to see or want to see, even if reality differs from
this.
Communication Barriers
and Gaps
3. Language
Language is the the most obvious barrier to cross-cultural
communication.
Language misunderstandings often can result from the use of
nuances, slang, idioms, and technical jargon.
Accents can also be a source of misunderstanding, and
sometimes are assumed to reflect intelligence.
Language
Misunderstandings
Nuances, Slang, Idioms and Technical Jargon
“Can you make sure that Jared runs the numbers by me
before he cuts the check? I don’t need anyone to drop the
ball on this. I need to Fed Ex all the paperwork before we
hang out with the team next week, and I don’t want all hell
to break loose before we wrap our mind around what is
going to be our best case scenario. Steve has already been
M-I-A having been under the weather forever, so we’re going
to cut our losses and go back to the drawing board.”
Communication Barriers
and Gaps
4. Comfort Level
Our comfort level with individuals can be affected by a
number of factors, including the (lack of) information we
have about them, our previous (negative or positive)
experiences we have with them, and the (lack of) trust that
exists between the individuals and us.
We often are challenged communicating with individuals that
are outside of our comfort zone, and sometimes choose to
avoid interactions or conversations all together in times we
feel uncomfortable.
Communication Barriers
and Gaps
5. Assumed similarities
We often assume words and gestures have a set meaning. We
assume, especially in instances that both parties speak
English, that the message we send is the same one received.
Hand and head gestures and cues are often misinterpreted
across cultures. These mixed messages can often result in an
individual or individuals being confused.
Non-Verbal
Communication
 Experts believe that 70% of our communication is
affected by non-verbal cues.
 We communicate non-verbally through smiling,
silence, gestures, nodding, eye contact, body
language, touch, physical distance, and body
placement.
 Non-verbal communication and cues mean
different things in different cultures.
Communication Barriers
and Gaps
6. “Hooks” and “Triggers”
“Hook” - a reaction to one’s communication tendency or
tendencies that prevent the message being communicated
from being heard and/or processed.
“Trigger” - something said or done that causes a negative
emotional response, often one of hurt, confusion, anger,
frustration, or fear,resulting in an individual feeling
psychologically threatened.
Which of these “hook” you?
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Speaking too loudly, softly, slowly, or rapidly
Standing too close
Not being called by your first name
No eye contact
Slouching and leaning
Stiff, erect posture
Soft hand shake
Speaking another language
Lack of facial expression
Talking with hands
Which of these “trigger” you?
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Asking intrusive questions
Not answering questions
Withholding or not volunteering information
Using inappropriate language
Rolling of eyes
Use of a condescending tone
Not taking initiative to ask questions
Pointing of fingers
Certain clothing choices
15 Strategies to
Breaking down Barriers
1.
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Be self-aware of your own assumptions about other
cultures, as well as your own communication style.
Avoid using your own cultural values or beliefs as a
standard by which to judge others.
Listen with respect, regardless of different values and
communication styles.
Increase culture-specific awareness.
Treat each person uniquely.
Seek out information.
Tolerate ambiguity and be patient.
Establish trust, showing concern and sensitivity.
15 Strategies to
Breaking down Barriers
9. Be aware of non-verbal messages.
10. Speak clearly and repeat as necessary.
11. Avoid language with questionable connotations.
12. Try to see and hear things from your listener’s perspective.
13. Recognize your comfort level with others and be cognizant
of its effect on your willingness to communicate.
14. Ask questions to confirm understanding or get clarification.
15. Be willing to listen to advice and feedback, and take
initiative to make adjustments accordingly.
Resources
to consider
 Anand, R. (2004). Teaching Skills and Cultural Competency: A Guide
for Trainers (5th Edition).
 DuPraw, M. and Axner, M. (1997) Working on Common Cross-cultural
Communication Challenges.
 Sue, D. W. (2001). Multidimensional Facets of Cultural Competence.
The Counseling Psychologist.
 Taylor, Orlando L. (1990). Cross-Cultural Communication: An
Essential Dimension of Effective Education.
Questions and
conversation
Contact Information:
Kevin Huie
Cross-Cultural Center, UCI
[email protected]
949.824.2001