MODULE 1.2: CULTURE & COMMUNICATION AT THE WORKPLACE WEEK 2: PBI 1082 ENGLISH FOR OCCUPATIONAL PURPOSES Overview: • Introduction • Categories of Culture • How does culture affect communication? • Division of Communication • Communication Network What is CULTURE? Around the world, there are hundreds of cultures being practiced. Understanding of acceptable actions and beliefs For example? Why is understanding other people’s culture important at the workplace? Association Interaction Territoriality Temporality Learning Association High Context Relationships depend on trust, build up slowly, are stable. One distinguishes between people inside and people outside one's circle. One's identity is rooted in groups (family, culture, work). Low Context Relationships begin and end quickly. Many people can be inside one's circle; circle's boundary is not clear. One's identity is rooted in oneself and one's accomplishments. Interaction High Context High use of nonverbal elements; voice tone, facial expression, gestures, and etc. Verbal message is implicit; context is more important than words. Verbal message is indirect. E.g.: The house is spacious and well maintained. I wonder if I would be able to afford it. Low Context Low use of nonverbal elements. Message is carried more by words than by nonverbal means. Verbal message is explicit. Context is less important than words. Verbal message is direct; one spells things out exactly. E.g.: What would be the rent of this house? Territoriality High Context Low Context Space is communal People stand close to each other, share the same space. Space is compartmentalized and privately owned Privacy is important, so people are farther apart. Temporality High Context Everything has its own time. Time is not easily scheduled. Change is slow. Things are rooted in the past, slow to change, and stable. Time is a process; it belongs to others and to nature. Low Context Things are scheduled to be done at particular times, one thing at a time. Change is fast. One can make change and see immediate results. Time is a commodity to be spent or saved. One’s time is one’s own. Learning High Context Thinking is deductive, proceeds from general to specific. Learning occurs by first observing others as they model or demonstrate and then practicing. Groups are preferred for learning and problem solving. Low Context Thinking is inductive, proceeds from specific to general. Focus is on detail. Learning occurs by following explicit directions and explanations of others. An individual orientation is preferred for learning and problem solving. In-class discussion: Explain the differences between HC and LC based on the categories. Provide relevant examples. How does culture affect communication? In every aspect! Culture communication enables us to know: How to show politeness and respect How much information to give How to motivate people How loud to talk in VERBAL COMMUNICATION Pause? Interrupt? Ask? - Conversational Styles NON-VERBAL COMMUNICATION Body language Open position Accepting & welcoming Closed position Defensive, unaccepting, uncomfortable Eye contact Gestures Division of Communication Understatement & exaggeration - Certain cultures exaggerate, while others prefer understating things Space - Distance between one another Compliments Touch - Is it ok to compliment someone? - Related to intimacy Silence - Being quiet is communicating too Spatial arrangements - Size and arrangement of furniture related to power and position Time and other non-verbal symbols EFFECTIVE WORKPLACE RELATIONSHIP. HOW? A. Create A Positive Communication Climate 1. Empathy: Show empathy and respond appropriately to reassure others that their message has been understood 2. Consultative Process: Consult effectively to build mutual respect and trust, support and commitment. 3. Employee engagement: Engage positively with the organization and its values. B. Collect and Communicate Ideas Effectively 1. Plan communication: Plan well to reduce the chances of misunderstanding and ambiguity 2. Analyze audience: Choose the most effective channel to achieve your com purpose & meet the audience needs. 3. Appropriate channel: Face-to-face, negotiation, report etc 4. Effective instructions and oral reports: Adapt workplace instructions to the cultural and social diversity of the receiver C. Adjust Interpersonal Styles to the Social & Cultural Environment 1. Interpersonal communication styles: Adjust your interpersonal com style to meet the needs of situation. 2. Maintain consistent behavior: Maintain your reputation for trustworthiness as you interact with others. 3. Sensitivity to cultural & social diversity: Respect and recognize different perceptions and feedback based on various diversity. More Tips to Communicate Better at the Workplace Face-to-face communication Provide clear information Combine verbal & non-verbal communication Ask questions Be diplomatic No gossiping Create personal space Avoid controversial topics Offer positive feedback Communication Network 1. UPWARD 2. DOWNWARD 3. HORIZONTAL / LATERAL 4. SPIRAL / DIAGONAL 1. Upward Communication The flow of information from lower levels to higher levels, e.g. proposals & feedback Occurs less frequently than downward communication Information transmitted is generally inaccurate Tendency to highlight their accomplishments and downplay the mistakes “The mum effect": Natural reluctance of a person or group to convey bad news 2. Downward Communication The flow of information from the superiors to subordinates. I.e. messages comprise of information, instructions, directions and orders E.g. A Sales Manager tells his team members on what products they should be promoting after going through market surveys Sometimes may be less accurate Part of the message get distorted, e.g. of message distortion: Written by B.O.D 100% Received by Chairman 63% Received by G.M 56% Received by Team Leader 40% Received by worker 30% 3. Horizontal Communication Communication takes place among the members of the same work group, or at the same level. E.g. Marketing Department is coordinating its efforts with people in other departments while launching an advertising campaign for a new product. Tends to be easier and friendlier More casual in tone & occurs more frequently 4. Spiral or Diagonal Communication Communication flows between persons who belong to different levels of hierarchy & who have no direct reporting relationship. To quicken the info flow, improve understanding & coordinate efforts. E.g. Management circulating the copy of a new bonus & incentive scheme. Group Discussion The office has become a melting pot stocked with people of diverse backgrounds and cultural customs. People tend to “hang" with others familiar to their culture or habits. When these individual groups assemble, managers face the challenges of small group dynamics and team communication issues. How do you intend to overcome this issue so that your company will be able to maximise human resources and talents? Discuss in small groups and share your ideas on eLEAP. In-class Discussion Form a group of seven and assign each member one of the following roles: Director, Chief Executive Officer, Chief Operating Officer, Chief Financial Officer, Human Resource Manager, General Manager and Corporate Communication Executive. Devise dialogues for a discussion on introducing a new policy related to improving intercultural communication in the organization. Try to incorporate both vertical and horizontal communication in your roles. (Context: Imagine you are working at a new branch of a well-established organization/company in Asia). Share your output to the whole class or post it on eleap. End
