1. Can You Hear Me Now? Understanding Barriers and Strategies to Cross-Cultural Communication Kevin M. Huie Director, Cross-Cultural Center University of California, Irvine

2. Communication Barriers and Gaps  Differences in values (usage)  Preconceptions and Stereotyping (caller id)  Language (text-messaging abilities)  Comfort level (generational gap)  Assumed similarities in non-verbal communication (lingo)  Hooks and triggers (reception or # of bars)

3. Communication Barriers and Gaps 1.Differences in values Differences in the way we form and prioritize our values often come into conflict in communication and conversation. Values that can often be prioritized differently among individuals are varied and numerous, and can include: money, power, work- ethic, work-style, decision-making, education, politics, family, and religion. Difference in values, which may result in a different communication style, can result in negative judgments about another person - which can cause communication shut-off.

4. Communication Barriers and Gaps 2. Preconceptions and Stereotypes We tend to prejudge and stereotype based on mental tapes. This typically blocks our ability to fully understand an individual who is different than us. Often times, our understanding of cultural patterns can sometimes be confused with stereotypes. Stereotypes differ in the recognition of cultural patterns in that they are often considered to be short-cuts, assumptions based on what we expect to see or want to see, even if reality differs from this.

5. Communication Barriers and Gaps 3. Language Language is the the most obvious barrier to cross-cultural communication. Language misunderstandings often can result from the use of nuances, slang, idioms, and technical jargon. Accents can also be a source of misunderstanding, and sometimes are assumed to reflect intelligence.

6. Language Misunderstandings Nuances, Slang, Idioms and Technical Jargon “Can you make sure that Jared runs the numbers by me before he cuts the check? I don’t need anyone to drop the ball on this. I need to Fed Ex all the paperwork before we hang out with the team next week, and I don’t want all hell to break loose before we wrap our mind around what is going to be our best case scenario. Steve has already been M-I-A having been under the weather forever, so we’re going to cut our losses and go back to the drawing board.”

7. Communication Barriers and Gaps 4. Comfort Level Our comfort level with individuals can be affected by a number of factors, including the (lack of) information we have about them, our previous (negative or positive) experiences we have with them, and the (lack of) trust that exists between the individuals and us. We often are challenged communicating with individuals that are outside of our comfort zone, and sometimes choose to avoid interactions or conversations all together in times we feel uncomfortable.

8. Communication Barriers and Gaps 5. Assumed similarities We often assume words and gestures have a set meaning. We assume, especially in instances that both parties speak English, that the message we send is the same one received. Hand and head gestures and cues are often misinterpreted across cultures. These mixed messages can often result in an individual or individuals being confused.

9. Non-Verbal Communication  Experts believe that 70% of our communication is affected by non-verbal cues.  We communicate non-verbally through smiling, silence, gestures, nodding, eye contact, body language, touch, physical distance, and body placement.  Non-verbal communication and cues mean different things in different cultures.

10. Communication Barriers and Gaps 6. “Hooks” and “Triggers” “Hook” - a reaction to one’s communication tendency or tendencies that prevent the message being communicated from being heard and/or processed. “Trigger” - something said or done that causes a negative emotional response, often one of hurt, confusion, anger, frustration, or fear,resulting in an individual feeling psychologically threatened.

11. Which of these “hook” you?  Speaking too loudly, softly, slowly, or rapidly  Standing too close  Not being called by your first name  No eye contact  Slouching and leaning  Stiff, erect posture  Soft hand shake  Speaking another language  Lack of facial expression  Talking with hands

12. Which of these “trigger” you?  Asking intrusive questions  Not answering questions  Withholding or not volunteering information  Using inappropriate language  Rolling of eyes  Use of a condescending tone  Not taking initiative to ask questions  Pointing of fingers  Certain clothing choices

13. 15 Strategies to Breaking down Barriers 1.Be self-aware of your own assumptions about other cultures, as well as your own communication style. 2.Avoid using your own cultural values or beliefs as a standard by which to judge others. 3.Listen with respect, regardless of different values and communication styles. 4.Increase culture-specific awareness. 5.Treat each person uniquely. 6.Seek out information. 7.Tolerate ambiguity and be patient. 8.Establish trust, showing concern and sensitivity.

14. 15 Strategies to Breaking down Barriers 9. Be aware of non-verbal messages. 10. Speak clearly and repeat as necessary. 11. Avoid language with questionable connotations. 12. Try to see and hear things from your listener’s perspective. 13. Recognize your comfort level with others and be cognizant of its effect on your willingness to communicate. 14. Ask questions to confirm understanding or get clarification. 15. Be willing to listen to advice and feedback, and take initiative to make adjustments accordingly.

15. Resources to consider  Anand, R. (2004). Teaching Skills and Cultural Competency: A Guide for Trainers (5th Edition).  DuPraw, M. and Axner, M. (1997) Working on Common Cross- cultural Communication Challenges.  Sue, D. W. (2001). Multidimensional Facets of Cultural Competence. The Counseling Psychologist.  Taylor, Orlando L. (1990). Cross-Cultural Communication: An Essential Dimension of Effective Education.

16. Questions and conversation Contact Information: Kevin Huie Cross-Cultural Center, UCI Khuie@uci.edu 949.824.2001