Oral and Non-Verbal

Communication Patterns
Intercultural Business Communication
Lillian Chaney Jeanette Martin

Topics

Evaluate thought patterns

Understand paralanguage

Appreciate attitudes toward time and use of space

Understand the role that eye contact, smell, color, touch,
and body language play
Learn how silence is used

Recognize nonverbal leakage

Non-verbal communication in action

An American organisation that was hoping to impress a group of Japanese
business men. The local chamber of commerce hosted a dinner for the Japanese
who were considering locating a factory in that city.
The cultural mishap started when the chamber president was formally introduced to
the top-ranking Japanese executive. The president held out his hand for a shake;
the Japanese chairman bowed. The president hastily bowed while his Japanese
counterpart thrust out his hand.
Then things got worse
When everyone was seated for dinner, the welcoming gifts for the members of the
Japanese contingent were opened. They were pocketknives engraved with the
name of the Japanese company. Unfortunately the gift givers did not realise that
knives are a Japanese symbol suggesting suicide.
Gorman, C. K. (2008). The Nonverbal Advantage

What is meant by non-verbal

communication?

Messages communicated without words

Gestures
Facial

expressions

Interpersonal
Touch
Eye

contact

Smell

and

Silence

distance

Patterns of Thought or Processes of

Reasoning and Problem Solving

Patterns of thought or processes of reasoning are not the same across

cultures. Different cultures process information in different order

Deductive Reasoning
Going from broad categories or observations to specific examples
The type of logic where general statements or premises are used to form specific
conclusions
Example
Premise | All apples are fruit
Premise | A Granny Smith is an apple
Conclusion | Therefore a Granny Smith is a fruit

Patterns of Thought or Processes of

Reasoning and Problem Solving

Inductive Reasoning
Start with facts or observations and go to broad generalisations. Pace and speed
at which problems are solved or decisions are made can be an issue (if you are from
an alternative culture). Japanese culture consensus vs. western model quick decision
making
Inductive reasoning is not a rigorous form of logic. Imperfections can exist and
inaccurate conclusions can occur.
Example
All observed houses on the South Street are falling apart. Sherry lives on South Street.
Her house is falling apart.
All brown dogs in the park are small dogs. Therefore, all small dogs are brown.
John is an excellent swimmer. John's family has a swimming pool. John's sister Mary
must also be an excellent swimmer.

Examples How Problem Solving Happens

Based on Culture
However, in a 2006 study comparing native Chinese and native English speakers
solving these same simple math problems, Tang and colleagues discovered:

Among native Chinese speakers, there was less activation in the

language-related areas more activation in the premotor cortex areas
associated with movement

Researchers suggested the source of this difference

Chinese languages focus on images and writing in contrast to the sound-focused English
language in which each letter has a particular sound.

Areas associated with vision and movement might be more useful in accessing the rules for
solving a math problem for Chinese speakers, whereas areas linked to language processing
and verbal information might be more involved for English speakers solution of the same
problem.

Chinese and Americans should arrive at the same conclusion that 2 + 2 = 4, the internal paths
they navigate to get there seem to be quite different.

https://www.psychologicalscience.org/index.php/publications/observer/2011/may-june-11/the-mind-in-the-world-culture-and-the-brain.html

Non-Verbal Communication: Paralanguage

Paralanguage refers to the sound, noise, pause, speech rate, pitch volume,
tone, inflection, modulation, accent and accentuation. Also included are
silence, suspense and pause which can all be used to enhance and direct
communication.
Paralanguage can add emotion and credibility to otherwise dry verbal
expressions.

Australia
Low power distance (equality)
Look others in the eye
Direct communication where yes
means yes and no means no
exception is the Aboriginal culture

Japan
High power distance (equality)
Young people do not look elders in
the eye
Indirect communication and yes can
mean no

Rate of speech,
pitch, tone

Volume, vocal
variety and
intensity, accents

Vocal
characterisation
crying
laughing monotone

Non-Verbal Communication: Kinesics

Body language

Incorporates

How we move

Facial expressions

How this is interpreted based on culture and language

Gestures

Suppressed
communication

Posture and stance

Eye movements

Emotion

Body language is the conscious and unconscious

expression of internal processing.
We can use body language to convey attitudes and
express feelings.
We can also interpret body language as a form of
communication and to make decisions.

Gestures

Sticking out your tongue

Western culture - Mockery/teasing

Polynesian culture greeting and sign of reverence

Clapping

Western Applauding

Spain / Asian cultures summoning a waiter

Nodding / head movements

Pointing

Yes / No Greeks, Indian culture, Western culture

West ok / not ok?

Smiling

Africa express surprise, wonder, embarrassment even discomfort

Japanese social duty

Non-Verbal Communication: Silence

A form of non-verbal communication that can be used and

interpreted in a number of ways

How

do you use silence in communication?

Person doesnt know the answer

Disapproval
Avoidance
Restful
Respectful of peoples privacy and individualism
Bargaining tool

Communication: Attitudes towards time

Monochronic
Australia, Germany, Switzerland

Typically represented by low-context

cultures USA, Germany, Switzerland,
England.

Polychronic
Arab nations, Sub-Sahara Africa

concerned with losing time or wasting time

time is lineal and manageable

Typically represented by high-context cultures Latin America, Southern Europe and the
Middle East

approach to time is holistic - do many things at once

do one thing at a time (and doing more

than one thing at a time is seen as rude)

manage interruptions well

use schedules and deadlines as a guide

are committed to people and tend to build lifetime relationships

borrow and lend things often

concentrate on the job

take time commitments seriously

show respect for private property; rarely

borrow or lend

are accustomed to short-term

relationships

Polychronic vs. Monochronic in actions

Monochronic

Polychronic

Bus operates to a timetable and comes at the expected time

Meetings run on time, only the persons needed at the meeting will be in
attendance, largely uncommon to be interrupted

Meetings can be scheduled well in advance with an expectation they

will go ahead

Focus is on the transaction

No timetable, you go to the bus stop and wait

Relaxed meeting time you need the cultural context for correct meeting
time. Meetings can start with social chit chat, can be interrupted

Meetings can be scheduled ahead of time but you should call on the
day to make sure it is still going ahead

Focus is on the relationship

Example

In the U.S.

when you are four minutes late it will get noticed

Five minutes late youll need to apologise

50 minutes late and people would be insulted!

Latin America

People do not arrive until 45 minutes after appointment time

People begin to mutter if you are 50 minutes late but you only
apologise if you are a whole hour late!

Other communication factors

Proxemics relationship to space and how this may vary between business,
social and friendship groups

Oculesics the frequency and amount of eye contact expected in the culture

Olfactics to do with the tolerance for smell (natural body odours)

Haptics the appropriateness of physical touch

Chromatics the effect of colour psychology, impacts buying decisions,

emotions, associations to various customs eg death, weddings, funerals, births,
religious holidays, cultural dress

Haptics
Dont touch
cultures

Middle ground
cultures

Touch cultures

Japan

Australia

Latin American

U.S. and Canada

France

England

China

Italy

Scandinavia

Ireland

Greece

Other N. European

India

Spain and Portugal

Middle East countries

Some Asian countries

countries

countries

Russian Federation

Assumptions in communication

Facial expressions can at times be considered universal but the causes of

these expressions may be different

When interacting and communicating with people of different cultures nonverbal communication may differ and the interpretation and responses to
these non-verbal communications may further impact communication and
relations between people

The question of intent is also raised. As non-verbal communication can

transmit conscious and unconscious communication messages the
receiver of communication needs to be vigilant in their interpretation and
the assumptions they are making to decipher messages

Those communicating across cultures need to be mindful of assumptions

and seek out ways to understand the cultures in which they are interacting
over time, with patience and with a desire and attitude geared towards
understanding.

Assignment 2
1.

Get into groups of 3 or 4

2.

Each person must be from a different country and try to ensure some
gender diversity

3.

Pick a name for your group

4.

Email me by Friday 1st April

The

name of your group

Group
Your

members and their student numbers

preference for week presenting ie Week 12 or Week 13

Questions about Assignment 2?

Self-awareness & Awareness of Others

In this exercise you will need to:

Notice your body language, emotions, verbal and non-verbal

responses to the conversation

Notice your partners body language, emotions, verbal and

non-verbal responses to the conversation

Take notes on what you notice