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Intercultural communication in the workplaceLecture 2.1

University of Alberta

ALES 204

Nancy Bray

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Housekeeping

What are the discussion forums about?

Do you know an effective communicator?

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Our effective communicators can... Anticipate (Nancy)

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Where we have been...

Definition of communication

7 essential components of communication

2 models of communication

5 myths of communication

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Readings

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Define communication and understand a model of communicationDescribe the role that culture, hierarchy, perception, language, non-verbal behaviour, and generation play in communication

Informative Persuasive

Rhetorical Purpose

InterpersonalSmall GroupsPublicMass Communication

Context

Oral Written Visual Online

Channel

Analyze a communicative situationPlan an approach

Identify strengths and weakness of your approach

Course Map

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YouAnother person

Culture

Perception

Hierarchy

Language

Non-verbal

Generation

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Lecture Outline

1.Definition of culture

2.How does culture shape us?

3.What multiculturalism means for you

4.Apply the five dimensions of culture in the workplace

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1. What is culture?

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Culture

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Co-culture

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Assimilation

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Accommodation

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Separation

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Cultures and co-cultures

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Cultures and co-cultures

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Stereotypes and prejudice

Stereotypes =

Prejudice =

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Russell Peters

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How to become a Canadian citizen

http://www.youtube.com/watch?v=HOm-15621bs&feature=related

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Questions about comedy sketch What are cultures and co-cultures discussed?

What strategy is Russell’s father using?

What strategy is Russell using?

Are there stereotypes here?

Are there prejudices here?

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2. How does culture shape us?

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Example: Finding eggs in Germany

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Example:Driving with open windows in Germany

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3. What multiculturalism means for you

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Multiculturalism in Canada

Source: Ethnic Diversity Survey, 2003, Stats Canada

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By 2031...

Source: Statistics Canada

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You will:

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4. Applying the 5 dimensions of culture in the workplace

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5 dimensions of culture

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Dimensions are a scale

1 2 3 4 5 6 7 8 9 10

Individualism Collectivism

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Case Study #1 Dietician with Punjabi

client group

Frustrated because must give very precise details

Clients give no input on how to improve their diets

Doesn’t know what she is doing wrong

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What’s going wrong?

1.The Indian clients expect their doctor to tell them what to do

2.The dietician is experiencing culture clash and worrying about small details

3.Punjabis are not detail-oriented

4.The Punjabi clients are used to top-down leadership and don ’t usually participate in decision-making

5.The dietician has pushed the clients too far and they don’t want to work with her

6.Punjabis are lazy and won’t perform unless given detailed instructions

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Culture clash

1 2 3 4 5 6 7 8 9 10

High-power distance

Low-power distance

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Case Study #2 Canadian textile designer

with Filipino employees

Finds Filipinos very polite and nice

Finds it very difficult to get feedback from his employees

They don’t want to offer suggestions or say anything negative

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What is going wrong?

1.The Filipinos are dishonest and don’t want the designer to do well

2.The employees do not know the designer well enough to tell him what is wrong

3.The Filipino employees expect the designer to interpret their feedback to find the negative.

4.The Filipinos are not trained to think critically.

5.The Filipinos want to avoid conflict and difficult issues.

6.The designer is too abrupt and expecting too much from the employees

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Culture clash

1 2 3 4 5 6 7 8 9 10

High-context communicatio

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Low-context communicatio

n

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Case Study #3 Conservation officer finds

groups are staying late at park. He needs to close the gates on time.

Mostly Somali families who are polite and friendly

Despite repeated requests, they won’t leave on time and have intense conversations about the request with each other

Conservation officer is frustrated and may call the police 38

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What is going wrong?

1.The Somali families view family time as the most important part of their lives and don’t want to interrupt it.

2.The conservation officer is being overly rigid.

3.The Somalis have a poor sense of time and are probably always late for work.

4.The Somalis are perplexed at the conservation officer’s idea that the park must close at a certain time. How can nature close?

5.The Somalis do not have good leadership skills and must consult with each other about everything.

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Culture clash

1 2 3 4 5 6 7 8 9 10

PolychromicMonochromic

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Take away

Know the definitions of culture, co-culture, assimilation, accommodation, separation, stereotype, prejudice

Know the five dimensions of culture and be able to supply examples

Chapter 2 in Gamble & Gamble

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Discussion forums Can the Gamble and

Gamble model of communication help you understand a miscommunication?

Have you ever experienced a cultural misunderstanding?

What communication skills will you need in the future?

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Photo Credits

Slide 9: Photo from Namesake movie web site Slide 10: Photo from Unambiguously ambidextrous blog Slide 11: Photo by lolo 13 on flickr Slide 17: multiculturalism by urbanartcoreeu on flickr Slide 18: Eggs by pietroizzo on flickr Slide 19: driving with window open by roni web Slide 28: Punjabi aunty by Premshree Pillai Slide 32: sewing factory by jsigharas Slide 36: somali women by united nations photo