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Intercultural Communication: Negotiation & Conflict ResolutionDr. Phyllis NgaiDepartment of Communication StudiesThe University of Montana-MissoulaWorkshop OverviewFocus:Intercultural interpersonal communicationCultural-general skillsFoundation for on-going development3-step competence-development approach: Self-discoveryCross-cultural comparison Simulated application/Case study

How do cultural differencesadd to the challenge of communication?

What did you notice?

How are messages encoded and decoded (misunderstood)?

Appreciative/RespectfulSelf-presentation-Directness (honesty)

Hospitable/RespectfulSelf-presentation- Being humble/self criticism

Intercultural Contextconsider cultural influences

1.Encoding effectively?

2.Using culturally appropriate channels and forms?

3.Decoding correctly?

Cultural Dimensions: range of possibilitiesDirect------------------------------------Indirect

We focused------------------------I focused

Status conscious---------------------Egalitarian

Long-term ------------------ ---------Short-term

Direct vs. IndirectExplicit/verbal.Details verbalized.Linear.Deductive.Silence avoided.Reactions oblivious.Schedule specific.Feels threatened by ambiguous situations.

Implicit/nonverbal.Details implied.Circular.Inductive.Silence meaningful.Reactions reservedTime open, flexible.Tolerate uncertainty, ambiguity.Me? My culture? My counterpart? My counterparts culture?

Direct----------1-------------2------------3-------------4-------------5------------Indirect

Are there cultural meaningsimplied in nonverbal cues?

Facial ExpressionGlaze & Eye MovementGesturesSpace &TerritoryPosturesBodyMovementTouchUse of TimeConversationRegulatorsArtifactsPhysical appearanceVocalicsCase Study: What would you have done differently?Was Somebody Saying No?Direct-----U.S--------------------X-----Indirect

Self-Assessment (T&C, p. 191)

Request for a Price ConcessionDirect-----U.S--------------------L-----Indirect

We focused vs. I focusedInterdependent. Relationship paramount.Decision=what is good for the group.Try to blend in.Prefer avoidance.Desire or even demand consensus.

Independent.Autonomy paramountDecision=what is good for the individual.Try to speak out.Prefer confrontation. Accept and encourage dissent among members.Conflict and competition are natural.

Me? My culture? My counterpart? My counterparts culture?

WE-------------1--------------2--------------3--------------4--------------5--------------ICase Study:What would you have done differently?Handout on negotiation (individualistic vs. collectivistic)

The Quiet ParticipantWe focused----W-----------------US-------I focused

In the Matter of Mr. KWe focused----K--------------M/chair-------I focused

Self Assessment (T& C p. 193)

Ting-Toomey & Chung, 2012, p.194Status Conscious vs. EgalitarianStatus, age, gender shape how one communicate.Extensive set of rules, regulations, & rituals. (more formal)Prefer a humble style esp. with superiors (self criticism).Authorities should not be (openly) challenged.

Communicate in more or less the way with everyone.Try to minimize rules and rituals (more informal)Prefer assertiveness (self enhancement)One can disagree with superiors. More democratic decision making.Me? My culture? My counterpart? My counterparts culture?

Status-----------1-------------2------------3-------------4-------------5------------EgalitarianCase StudyWhat would you have done differently?Considering The SourceStatus conscious----Y-----------S------Egalitarian

The Sick SecretaryStatus conscious----K-----------T------EgalitarianIndirect DirectWe I

What is conflict? Ting-Toomey 2003I, Egalitarian CulturesTo air out differences and problems.Dysfunctional when repressed.Functional when provides opportunity for solving problems.Separated from relational issues.Dealt with openly and directly.Can be win-win problem-solving game.

We, Status-conscious As damaging to social face and relational harmony.Should be avoided.Dysfunctional for the most part.Signals a lack of self-discipline and self-censorship of emotional outbursts.Relational face issues and conflict intertwined.Dealt with subtly.Win-win face game.

Video15How to deal with conflicts/disagreements?I, Egalitarian, => Direct Direct request.Direct verbal justifications.Upfront clarifications to defend ones action or decision.Silence as admission of guilt or incompetence.We, Status conscious, => IndirectUse qualifier (Perhaps we should).Tag questions (Dont you think).Disclaimers (Im probably wrong but..).Tangential responses (Lets not worry about that now.).Indirect request (If it wont be too much trouble,).Pick up the hidden message and respond indirectly or equivocally.Verbal messages believed to compound the problem. Silence as self-discipline.

16Case StudyWhat is going on?Business or Pleasure?Long-term ------H-----------------T------Short-term

Long-Term vs. Short-TermTake time to building relationships. Important to maintain the face of self and others.Reciprocity a key element in building relationships.

Expectation of quick results following ones actions.Confrontational and aggressive in social relationships. Commitment to long-term relationships is lower.

Me? My culture? My counterpart? My counterparts culture?

Long Term----------1-----------2-----------3-----------4-----------5-----------Short TermCase StudyWhat would you have done differently?The Tea PartyLong-term -----K------------- ----US-----Short-term

When working inIndirect, We, Status-conscious, Long-term Cultures Build trust slowly by saving face and focusing on relationship.Be proactive in dealing with disagreements (informal consultation and go-between method)=help opponents save face.Focus on nonverbal how process. Manage disagreements on the implicit, nonverbal pacing level (i.e .use silence, deliberate pauses, attentive listening, and patient conversational turn-taking.) Be sensitive to the importance of quiet, mindful observation. Restrain from asking too many why questions. Let go of a disagreement if the other does not want to deal with it directly. Let the relationship heal first. (a cooling period).When working inDirect, I, Egalitarian, Short-term CulturesFocus on resolving the substantive issues; openly express points of view.Open negotiation with upfront thesis statement. Be to the point.Be ready to accept disagreements, counter-proposals, etc.Verbally explain a situation fully and learn not to expect others to infer their points of view.Use verbal paraphrases, summaries, interpretative statements to verify the reasoning. Use direct verbal messages that clearly convey concerns.Avoid silent moments (perceived as weak).Learn to work out disagreements collaboratively.