Interpersonal and Intercultural

Communication

Meeting 2
14 September 2015/16 September 2015

Learning Objectives:

To heighten your awareness of differences in

communication styles across cultures
To develop positive attitudes towards people from different
cultural groups
To understand interpersonal and intercultural
communication
To understand intercultural competence
To develop you assertive skill
To understand the principles of business negotiations

The
Question

How do you
effectively
manage cultural
diversity?
5

Why

AFTA (ASEAN Free Trade Agreement)

Increasing globalization
Increasing investment in Indonesia
Increasing complexity in the world
Expanding technology
Speed of trust
Increasing interdependence

In pairs, discuss the answers to the following

questions.
1. What is the main function of communication?
2. What is culture?
3. Can culture be taught and learned?
4. What is your comment on this statement: In intercultural situations,
when we are socializing, culture can both help us and hinder us as we
try to understand each other and work effectively together?
5. Why do we need to be aware of intercultural differences in both
business and social contexts

How important
is

Communication
?

70%
of the mistakes
in the workplace
are due to
poor communication.

What does this mean?

Different Meanings for the Same Gesture

ARGENTINA =
I AM GAY &
AVAILABLE

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You do not just translate your

thoughts into another language - you
translate the wholeissueinto that
culture (valtaranta 2010)

Quoted from:
http://www.immi.se/intercultural/nr32/valtaranta.html

What common value

do these 2 people share?

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14

15

THE ICEBERG MODEL OF CULTURE

Some parts of culture are

visible on the surface, but a
great deal of it is hidden
below the surface.

HSBC funny videos 1

https://www.youtube.com/watch?v=GOHvMz7dl2A

HSBC funny videos 2

https://www.youtube.com/watch?v=ALWwK7Vz4gY

EXERCISE 1: REMEMBER WHEN

Think about a time when you met someone of a different
culture.

What did they do that was different from you?

Why do you think you noticed these differences?

How did you feel about these differences?

Did they surprise you? Intrigue you? Make you want to laugh?

THE NEED TO RESPECT CULTURAL

DIFFERENCES

INTERPERSONAL
COMMUNICATION

Interpersonal communication is the verbal and nonverbal interaction

between two (or sometimes more than two) interdependent
people
This face-to-face communication includes :

Body gesture

Tone

Facial
Expression

Appearance

Do Exercise 3 on page 32.

Explain how Interpersonal and intercultural

communication are interrelated!

Possible answers

Interpersonal communication can

sometimes take place if it is done without
the presence of different cultures.

Interpersonal and intercultural

communication are inseparable if the
communication takes place in intercultural
settings/contexts involving at least two
individuals.

Ten ways to offend people in

other countries
https
://www.youtube.com/watch?v=UTE0G9amZ
Nk

Types of communication in terms

of ways of message delivery

Model 1

Verbal, Nonverbal,
and Written

Model 2
Verbal and Nonverbal

Model 1
Types of
communication

Verbal
(spoken)

Nonverbal

Verbal in this model means oral

language

Written

Model 2
Types of
communication

Verbal
(spoken and
written)

Nonverbal

Verbal in this model means words.

Basic ground rules for communication

ensuring equality and respect
creating a safe and welcoming environment
keeping an open mind
speaking constructively
allowing everyone an opportunity to express their thoughts,
feelings, concerns, and needs
promoting active listening
supporting creative problem solving

ASSERTIVENESS, AGGRESSIVENESS AND

PASSIVITY
https://www.youtube.com/watch?v=o6L
cPfnwGec

 The state of allowing others to do things to

you without you complaining or pushing
back

The state or quality of being aggressive,

emotionally and/or physically

Standing up for your personal rights by

expressing thoughts, feelings and beliefs in
direct, honest and appropriate ways

Passivity
Aggressivene
ss
Assertivenes
s

Continued

Step 3
Say what you want to happen

Step 2
Say what you think or what you feel.

Actively listen to what is being said then show the

other person that you hear and understand them

Step 1

3 Steps to Assertiveness (p. 34)

EXERCISE 5: IDENTIFYING ASSERTIVE EXPRESSIONS

EXERCISE 4: ASSERTIVE SKILL PRACTICE (p.34)

Scenario
At a daily briefing with the
team, Cherry (your manager)
comes up with an idea, which
you yourself had mentioned to
her only 3 days ago. The
problem was that she indicated
that it was her idea. You are
annoyed about this, and want
to tackle her after the briefing.
A colleague asks you for your
computer password as hes
forgotten his. You feel
uncomfortable about doing this.
You respond:

Assertive Response

Answer key
Scenario

Assertive Response

At a daily briefing with

the team, Cherry (your
manager) comes up with
an idea, which you
yourself had mentioned
to her only 3 days ago.
The problem was that
she indicated that it was
her idea. You are
annoyed about this, and
want to tackle her after
the briefing.

Cherry, can I have a word with you,

please? Its about the idea that you
claimed as yours in the meeting. I
appreciate that you brought the idea to
the meeting, but you know it s
originally mine. I told you about the
idea three days ago. Please dont get
me wrong, but I believe now is the best
time for me to hear you explanation.

Answer key
Sure, you can use my computer. But,
A colleague asks you for just let me insert the password to the
your computer password computer. Is that okay?.... Here you go
(smile).
as hes forgotten his.
You feel uncomfortable
Or
about doing this. You
(if I did not have access to the
respond:
computer), I would say: Im sorry . I
wish I could tell you my password. It s
not that I dont trust you, but Im used
to keeping all my passwords private.
If you want I can call Andrew for you,
so that you can use his computer. How
about that?

INTERCULTURAL COMMUNICATION
To interact effectively and appropriately in another
culture, we need to have:
motivation to communicate
an appropriate fund of cultural knowledge
appropriate communication skills
sensitivity
character

Intercultural competence
Intercultural competence is the knowledge, skills, and
personal attributes needed to live and work in a diverse world.

Mind Set
(knowledge)
- cultural self-awareness
-knowledge of other cultural
frameworks
Skill Set
(abilities/skills)
- empathy
- verbal & non-verbal
communication

Heart Set
(attitudes)
- curriosity
- sensitivity
- opennes and
understanding

Change is Difficult
It is very easy to think that our culture is the best and that other
cultures just are not as good. But this way of thinking makes it very
difficult to get along with people of other cultures and to work together
effectively.

Why?

Bridging the Gap between Cultures

The key to cross-cultural success is to develop an

understanding of, and a deep respect for, cultural
differences.

Communication in the Multicultural

Business Context
Initial Contacts
Greeting Behaviors
Personal Appearances
Gift Giving
Conversational Taboos

BUSINESS NEGOTIATIONS
Some cultural problems might be
encountered during a negotiation. The
problems can be caused by:
1. Formality, titles and status
2. Pace (rapid or slow)
3. Emotional displays
4. Direct or indirect?
5. Evidence

Developing Intercultural Negotiation

Skills
Be prepared.
Develop sensitivity to the use of time.
Listen carefully.
Learn to tolerate ambiguity.

Try to locate areas of agreement.

EXERCISE 8: CULTURE SHOCK (PP.4748)

Direction : Read the article What you need
to know about culture shock, and identify
whether the statements agree with the
information in the article.

1.

2.

3.

4.
5.
6.

7.

8.

9.
10.

T
Some people will find the process of adapting to a new
country easier than others.
NG
Knowing about these four stages will help people adjust to a
new culture more quickly.
T
People can ease culture shock by learning about the
language and customs beforethey go to the new culture.
F
Culture shock is another name for cultural adjustment.
NG
The first stage is usually the shortest.
T
In the first stage, people will have a very positive impression
of the new culture.
NG
Many people will leave the new culture while they are in the
second stage.
F
By the third stage, people do not experience any more
problems with the new culture.
NG
In the fourth stage, people speak the new language fluently.
F
Reverse culture shock is as difficult to deal with as culture
shock.

Post-scripts:
1.

What do you know/have you learned about

interpersonal and intercultural
communication?

2.

What do you want to know more about it?

The Etiquette Video (p.48)

https://www.youtube.com/watch?v=029kdjdasyM
Give your comment on this video.

Quiz

What is the key to cross-cultural success?

What do you see on top of the iceberg of communication? And at the

bottom of it?

What are the three simple steps to assertiveness?

What are the differences in greeting behaviors in countries like America,

Japan, India, China and Saudi Arabia?

Mention some conversational taboos in Saudi Arabia.

What are the 3 points of intercultural competencies?

What are the steps to develop intercultural negotiation skills?

Give an example of a cultural shock.

Describe some of the things to do or to not do when doing business in a

certain country.

5 Core Takeaways from

Todays Lesson
1.

2.

3.

4.

5.

Courage to renew the way you view and approach people

with different communication styles, behaviour and values
Attitude which constantly tests situations for the cultural
dimension, and does something when it is present
Ability to see yourself as others see you, and put yourself
in their shoes (especially when under pressure and in
conflicts), as a starting-point to influence them
Clear understanding of what skills you will need in different
cultural environments
Ability to see that managing cultural difference well is
essential to successful global management, and commit to
continual personal development
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