Chapter Five

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Chapter Five

• Diversity in Groups
• The Strength of Different Perspectives

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Defining Diversity and Its Place In Small Groups

• Diversityis a Reality of Life
• Assumptions and Stereotypes
• Positive Use
• Make Immediate, Potentially Critical Decisions
• Negative Use
• Perpetuate Damaging Myths About People

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Communication Contexts

• Language Use
• Nonverbal Communication
• Different CulturesDifferent Standards
• Traits of Effective Group Leaders
• Humor
• Flexibility
• Patience
• Resourcefulness
• Consideration for Others

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Diversity in Small Groups and Teams

• Group Commitment Consensus
• Interdependent for Success Productivity
• Different Backgrounds, Expectations, Experiences
• Different Issues Concerns

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Multicultural Communication Self Assessment
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Multicultural Communication Self-Assessment 1
In a rapidly changing world in which people from
various cultures encounter one another, values
may often collide. Each culture has a system for
communicating messages verbally (through words)
and nonverbally (through voice intonation, body
language, gestures, eye contact). Because of
differences in meaning assigned to words and
nonverbal cues, messages take on different
perspectives from one culture to another. For
example, the distances maintained between people
during interpersonal communication may vary by
culture. People from the United States tend to
maintain a more formal distance in business
communication settings (four to twelve feet) as
opposed to people from some European and Middle
Eastern countries where closeness is the expected
norm.
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Multicultural Communication Self-Assessment 2
While direct eye contact is expected and valued
in Western cultures, other cultures categorize
such action as rude or insulting. In some areas
of the world (Japan, Asia, India) direct eye
contact with someone of actual or perceived
higher social or business stature is frowned upon
and considered
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Multicultural Communication Self-Assessment 3
U.S. Constitution and a variety of laws guarantee
equal rights for men and women. And, even though
this equality is not always evident in some
situations, it is provided in the U.S. far more
so than in many other countries. Some cultures
still treat women as second class citizens and as
property of the male head of household. As a
result, when male members of those societies
encounter women in business settings, they may
react negatively or with little respect. In some
instances, their cultural values may even prompt
them to refuse dealing with a woman.
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Multicultural Communication Self-Assessment 4
False
Humor and jokes do not translate well into all
languages. This is especially true when stories,
jokes, or anecdotes are based on sensitive issues
such as religion, sex, politics, or similar
topics. Avoiding usage is probably the safest
strategy.
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Multicultural Communication Self-Assessment 5
Many cultures (Asia, Middle East, Japan, Europe)
rely on rigid formality and protocol when dealing
with people in a business setting. Relationship
building is crucial in contributing to a
successful business transaction and
communication. First name relationships exist
only in certain circumstances and only between
people of similar levels (status/stature).
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Multicultural Communication Self-Assessment 6
In recent years much discussion and controversy
has developed around group names or titles of
address. Because of raised ethnic and cultural
identity and awareness, terminology accepted in
the past is no longer politically or morally
acceptable. For example, while minority is an
accepted term that encompasses many legally
identified groups, some people take offense at
being labeled as such. An alternative is to use
terminology that recognizes the unique identity
of each group. For example, black people might be
referred to as African-Americans,
Caribbean-Americans, black people, or people of
color depending on ethnic origin and situation.
Additionally, people from Asia might be referred
to as Asian- Americans, Japanese, Koreans,
Pakistanis, or people of color, depending on
which country or region of origin and situation
applies.
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Multicultural Communication Self-Assessment 7
True
Listening is an active process involving the
passive physical act of gathering sound waves
through the ear (hearing), attending to what was
heard and filtering noise, assigning meaning to
the message sound that was received, then sending
an appropriate response. Through active
listening, gathering necessary information
through questioning and providing appropriate
feedback, effective communication can be
facilitated.
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Multicultural Communication Self-Assessment 8
Patience in communicating with someone who speaks
English as a second language is crucial for
successful communication. People who are not
fluent in English require a little additional
time to assign meaning to messages received,
translate them into their own language in order
to comprehend, and then translate their response
into English.
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Multicultural Communication Self-Assessment 9
Technical terms, slang, and other modified or
abbreviated words can be confusing for
non-English-speaking people. They are especially
frustrating for someone who does not have a
strong command of the English language system or
vocabulary.
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Multicultural Communication Self-Assessment 10
Raising the volume level to someone who does not
comprehend word meaning is similar to giving a
car to someone who needs to go somewhere but does
not know how to drive. The original problem is
not solved and the person only becomes
frustrated, embarrassed, and angry.
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Multicultural Communication Self-Assessment 11
By rephrasing the speakers message into your own
words and feeding it back to the person, you can
ensure that your interpretation of meaning
matches the speakers intent. It is an effective
means of preventing misunderstanding or
inappropriate response later.
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Multicultural Communication Self-Assessment 12
In some cases, people may not speak a language
but can read and comprehend written words. When
verbal communication breaks down, writing may be
an effective alternative. Writing also provides
the person with a tangible message that they can
share with someone able to translate the meaning
into their language.
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Multicultural Communication Self-Assessment 13
In dealing with people from other cultures, it is
important to remember that your way of doing
things, communicating, or viewing the world
probably differs from theirs. For that reason,
you should allow extra time for task performance,
communication, and interactions. Some cultures
(Asian, Middle Eastern, African) require a
significant investment of time in getting to know
people or relationship building before business
is conducted.
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Multicultural Communication Self-Assessment 14
False (!?)
Smiling is one nonverbal signal that has been
found to be a positive, relationship-building
gesture. When all else fails, try smiling.
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Multicultural Communication Self-Assessment 15
When someone does not have a strong command of
the English language, focus on key words or
concepts. Avoid confusing detailed explanations.
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Multicultural Communication Self-Assessment 16
To aid accurate reception and comprehension of
your message, you should face your listener
directly. This allows viewing of your nonverbal
facial expressions and permits the listener to
watch your lips. These added message cues may
help the listener understand your words and
ultimately your message.
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Multicultural Communication Self-Assessment 17
Pauses work well in conversation with anyone,
especially non-fluent English speakers. They
allow time to think about what was said,
comprehend message meaning, and formulate an
appropriate response.
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Multicultural Communication Self-Assessment 18
True
Keeping messages simple by using short, concise
sentences can greatly aid communication with
someone who is not fluent in English. Avoid
lengthy dialogue, confusing excess words, or
repeating information in several forms. The
latter practice can be confusing and frustrating
since the listener may not know what you expect
or how to respond.
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Multicultural Communication Self-Assessment 19
False
Asking yes/no and other short answer questions
should be done only to verify previously
disclosed information. These types of questions
allow the listener to respond with yes whether
or not they agree, know the answer, or understand
the original question. They may do this in an
attempt to avoid embarrassment to themselves or
the speaker or to save face. In some cultures,
no is seldom used or nonexistent. Instead of
using short answer questions, ask only well
defined, concise open-ended questions.
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Multicultural Communication Self-Assessment 20
True
As stated in number 16, allowing someone to see
your face and mouth aids in receiving and
comprehending messages. By placing hands or other
objects in front of your face, you could be
signaling nonverbally that you are hiding
something, are lying, are embarrassed, or dont
really want to talk with the person. You may also
block sound waves that distort or cut down on
message reception.
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When Members Excluded, Disenfranchised

• Group Loses Value of Individual's Perspective,
  Contributions, Support
• Group Loses Benefit of Multiple Perspectives

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The Strength in DiversityIs Creative Problem
Solving

• Equifinality è Means Multiple Paths to an
  End
• Groups are part of a Larger Context A Diverse
  Social Reality That They Represent

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Making Diverse Groups Work Listening is Key

• More Diverse Participationè More Creative
  Solutions
• More Diverse Attitudesè More Time Consuming
  Decision-Making Process
• The More Important A Taskè More Important All
  Be Heard, Understood, Conflict Managed

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Conflict Management

• Differences a Positive Indicator of Creative
  Process
• Conflict (handled appropriately)èMore Balanced
  Involvement by Minority Members

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PowerA Shared ResponsibilityTo Ensure All
Voices Are Heard

• Pressures of Conformity
• Overcome for Effective Group Process
• Multiple Assumptions Make Process Difficult
• Sometimes Discomfort or Hostility Expressed
  Toward Members Perceived as "Deviant"

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"Deviant" Member Raises Unnoticed Issues

• Moving to More Creative Problem Solving
• Challenge Making Diversity Work Creatively

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Equality Not that All People Are the Same

• Equality Recognizes Differences and Values Those
  Differences Equally
• The Value Of Difference is in Multiple
  Experiences and Perspectives brought to a
  Decision or Problem

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So Remember, Before You Criticize Someone

• Walk A Mile In Their Shoes
• Then if They Get Angry . . .
• At Least You Are A Mile Away,
• . . . And You Have Their Shoes!
• (Remember to Maintain Your Humor, Flexibility,
  Patience, Resourcefulness, and Consideration.)