Intercultural
Communication:
Negotiation &
Conflict Resolution
Dr. Phyllis Ngai
Department of Communication Studies
The University of Montana-Missoula
Workshop Overview
Focus:
 Intercultural interpersonal communication
 Cultural-general skills
 Foundation for on-going development
3-step competence-development approach:
1. Self-discovery
2. Cross-cultural comparison
3. Simulated application/Case study
How do
cultural differences
add to the challenge
of communication?
How are messages
encoded and
decoded (misunderstood)?
Appreciative/Respectful
Self-presentation
-Directness (honesty)
Hospitable/Respectful
Self-presentation
- Being humble/self criticism
What did you
notice?
Intercultural Context
consider cultural influences
1.Encoding effectively?
2.Using culturally
appropriate channels
and forms?
3.Decoding correctly?
Cultural Dimensions:
range of possibilities
 Direct------------------------------------Indirect
 “We”
focused------------------------”I” focused
 Status
conscious---------------------Egalitarian
 Long-term
------------------ ---------Short-term
Direct vs. Indirect








Explicit/verbal.
Details verbalized.
Linear.
Deductive.
Silence avoided.
Reactions oblivious.
Schedule specific.
Feels threatened by
ambiguous
situations.








Implicit/nonverbal.
Details implied.
Circular.
Inductive.
Silence meaningful.
Reactions reserved
Time open, flexible.
Tolerate uncertainty,
ambiguity.
Me? My culture? My counterpart? My counterpart’s culture?
Direct----------1-------------2------------3-------------4-------------5------------Indirect
Are there cultural meanings
implied in nonverbal cues?
Facial
Expression
Space &
Territory
Touch
Artifacts
Glaze & Eye
Movement
Gestures
Postures
Body
Movement
Use of Time
Conversation
Physical
appearance
Regulators
Vocalics
Case Study:
What would you have done differently?
 Was
Somebody Saying No?
Direct-----U.S--------------------X-----Indirect
 Self-Assessment
 Request
(T&C, p. 191)
for a Price Concession
Direct-----U.S--------------------L-----Indirect
We focused vs. I focused
 Interdependent.

 Relationship

paramount.
 Decision=what is
good for the group.
 Try to blend in.
 Prefer avoidance.
 Desire or even
demand consensus.





Independent.
Autonomy paramount
Decision=what is good
for the individual.
Try to speak out.
Prefer confrontation.
Accept and encourage
dissent among members.
Conflict and competition
are natural.
Me? My culture? My counterpart? My counterpart’s culture?
“WE”-------------1--------------2--------------3--------------4--------------5--------------”I”
Case Study:
What would you have done differently?

Handout on negotiation (individualistic vs. collectivistic)
The Quiet Participant
“We” focused----W-----------------US-------”I” focused

In the Matter of Mr. K
“We” focused----K--------------M/chair-------”I” focused


Self Assessment
(T& C p. 193)
Ting-Toomey & Chung, 2012, p.194
Status Conscious vs. Egalitarian
Status, age, gender
shape how one
communicate.
 Extensive set of rules,
regulations, & rituals.
(more formal)
 Prefer a humble style
esp. with superiors
(self criticism).
 Authorities should not
be (openly)
challenged.

Communicate in
more or less the way
with everyone.
 Try to minimize rules
and rituals
(more informal)
 Prefer assertiveness
(self enhancement)
 One can disagree
with superiors.
 More democratic
decision making.

Me? My culture? My counterpart? My counterpart’s culture?
Status-----------1-------------2------------3-------------4-------------5------------Egalitarian
Case Study
What would you have done differently?
 Considering
The Source
Status conscious----Y-----------S------Egalitarian
 The
Sick Secretary
Status conscious----K-----------T------Egalitarian
Indirect
Direct
“We”
“I”
What is conflict? Ting-Toomey 2003
“I”, Egalitarian Cultures






To air out differences and
problems.
Dysfunctional when
repressed.
Functional when provides
opportunity for solving
problems.
Separated from relational
issues.
Dealt with openly and
directly.
Can be win-win problemsolving game.
“We”, Status-conscious







Video
As damaging to social
face and relational
harmony.
Should be avoided.
Dysfunctional for the most
part.
Signals a lack of selfdiscipline and selfcensorship of emotional
outbursts.
Relational face issues and
conflict intertwined.
Dealt with subtly.
Win-win face game.
How to deal with conflicts/disagreements?
“I”, Egalitarian,
=> Direct
 Direct
request.
 Direct verbal
justifications.
 Upfront clarifications
to defend one’s
action or decision.
 Silence as admission
of guilt or
incompetence.
“We,” Status conscious,
=> Indirect








Use qualifier (Perhaps we
should…).
Tag questions (Don’t you
think…).
Disclaimers (I’m probably
wrong but..).
Tangential responses (Let’s
not worry about that now.).
Indirect request (If it won’t be
too much trouble,…).
Pick up the hidden message
and respond indirectly or
equivocally.
Verbal messages believed to
compound the problem.
Silence as self-discipline.
Case Study
What is going on?
 Business
or Pleasure?
Long-term ------H-----------------T------Short-term
Long-Term vs. Short-Term
 Take
time to building
relationships.
 Important to maintain
the “face” of self and
others.
 Reciprocity a key
element in building
relationships.
 Expectation
of quick
results following one’s
actions.
 Confrontational and
aggressive in social
relationships.
 Commitment to longterm relationships is
lower.
Me? My culture? My counterpart? My counterpart’s culture?
Long Term----------1-----------2-----------3-----------4-----------5-----------Short Term
Case Study
What would you have done differently?
 The
Tea Party
Long-term -----K------------- ----US-----Short-term
When working in…
Indirect, “We,” Status-conscious, Long-term Cultures
 Build
trust slowly by saving face and focusing on relationship.
 Be proactive in dealing with disagreements (informal
consultation and “go-between” method)=help opponents save
face.
 Focus on nonverbal “how” process. Manage disagreements on
the implicit, nonverbal pacing level (i.e .use silence, deliberate
pauses, attentive listening, and patient conversational turntaking.)
 Be sensitive to the importance of quiet, mindful observation.
Restrain from asking too many “why” questions.
 Let go of a disagreement if the other does not want to deal with
it directly. Let the relationship heal first. (a cooling period).
When working in…
Direct, “I,” Egalitarian, Short-term Cultures
 Focus
on resolving the substantive issues; openly express
points of view.
 Open negotiation with upfront thesis statement. Be to the
point.
 Be ready to accept disagreements, counter-proposals, etc.
 Verbally explain a situation fully and learn not to expect
others to infer their points of view.
 Use verbal paraphrases, summaries, interpretative
statements to verify the reasoning.
 Use direct verbal messages that clearly convey concerns.
 Avoid silent moments (perceived as weak).
 Learn to work out disagreements collaboratively.