COMMUNICATING ACROSS CULTURES AT WORK 2ND EDITION COMPANION WEBSITE COURSE SUGGESTIONS This is an outline for a course of 12 two-hour

sessions, divided into one hour of lecture and one of tutorial/ workgroup/role play. The range of contexts in which this subject is likely to be taught is wide, from courses on communication to courses on business management. The following suggestions link closely to the theme of the text i.e. intercultural communication at work. Work, both here and in the text, refers to a much broader range than just business and includes, for instance, work in the public sector, health, education, and the voluntary sector. Course description This course introduces the subject of intercultural communication at work. Its theme reflects the growing significance of workplace diversity and globalization. The approach taken combines a solid basis in research with practical skill development. Course objectives On completing this course, students should be able to: 1. Demonstrate an understanding of the significance of intercultural communication for working in the modern world of diverse organizations and international operations; 2. Demonstrate an appreciation of the effects of cultural and subcultural similarities and differences on work behaviour, with especial reference to work communication; 3. Show knowledge of the barriers to effective intercultural communication at work and of a set of understandings, behaviours and skills that promote effective intercultural communication at work; plus one or more of the following: 4. Show that they are appropriately prepared for an international sojourn; 5. Perform a range of work activities that apply intercultural communication skills and knowledge in practical situations; 6. Show understanding of the implications of mediated intercultural communication for a range of work and organizational functions, including knowledge sharing, co-ordination, working in virtual teams, offshoring, working in international alliances, dealing with communication issues in multi-national enterprises and international business-to-business relations. Session 1 Lecture Introduction to: The importance of work communication Diversity at work nationality, ethnicity, gender, age, disability, sexual orientation, religion, social class, educational level, professional background

The meaning and significance of culture: Values, communication, shared meaning, identities as the basis of culture Is culture a reification? How much does culture explain? How broadly can concepts of culture be applied? Are cultures converging? Diversity and culture Cultural differences and communication at work The increased importance of intercultural communication at work Powerpoint Slides 2 to 5 Tutorial/workgroup/role play 1. Question and answer and discussion of the lecture and/or 2. Group activity/discussion of a selection from Chapter 1 Questions 1, 3, 10, 13, 22, 23* of the text or Chapter 1 Extra Questions 1, 2 from this website Note that I have linked the questions/exercises in the tutorial/ workgroups directly to the lecture for that session. Nevertheless, to test, however informally, for learning, it is beneficial to use some of these questions later in the course. or 3. Scenario analysis and recommendations or role play (see the document entitled Scenarios). Reading Guirdham, M. Communicating Across Cultures at Work (CAC) 3rd edn. Chapter 1. Session 2 Lecture Culture, work and organizational behaviour introduction The values approach to culture Hofstede: individualism-collectivism, power distance, uncertainty avoidance, masculinity/femininity, long-term/short-term orientation Trompenaars: universalism-particularism, individualism-collectivism,, neutralityemotionalism, specificity-diffuseness, achieved status-ascribed status, concepts of time and the environment Schwartz: embeddedness-autonomy, hierarchy-egalitarianism, mastery-harmony. Values surveys High-context, low-context communication as ways of differentiating cultures Critique of culture taxonomies Cultures as subjective cultures, as elements of institutions and as strategic resources Powerpoint Slides 6-12 Tutorial/workgroup/role play 1. 1. Question and answer and discussion of the Session 1 post-reading and the Session 2 lecture and/or

2. Group activity/discussion of a selection from Chapter 2 Questions 1 to 15 of the text and Chapter 2 Extra Questions 2 to 11 of this website or 3. Scenario analysis and recommendations or role play (see the document entitled Scenarios). Reading CAC 3 Chapter 2, Sections 2.1 and 2.2 Session 3 Lecture The impact of culture on work behaviour The impact of culture on work organization and management The impact of culture on organizational environments Powerpoint Slides 10 to 12 Tutorial/workgroup/role play 1. Question and answer and discussion of the Session 2 post-reading and the Session 3 lecture and/or 2. Group activity/discussion of a selection from Chapter 2 Questions 16 to 20, 22, 23, 27 of the text or 3. Scenario analysis and recommendations or role play (see the document entitled Scenarios).

Reading CAC 3 Sections 2.3, 2.4 and 2.5 Session 4 Lecture Universals and cultural specifics in communication Cultural differences in communication practices: Communication traits and styles: rhetorical sensitivity, relational attunement, assertiveness, argumentativeness Situations Messages Codes Verbal communication Non-verbal communication Rules Conversational constraints Information-seeking Facework Politeness Rapport management Anxiety and uncertainty management Other-regarding preference behaviours

Compliance gaining Conflict management Critique Powerpoint Slides 13 to 17

Tutorial/workgroup/role play 1. Question and answer and discussion of the Session 3 post-reading and the Session 4 lecture and/or 2. Group activity/discussion of a selection from Chapter 3 Questions 1 to 6, 8, 9, 11, 13 to 21, 23 to 25 of the text and the Extra Question in Chapter 3 of this website. or 3. Scenario analysis and recommendations or role play (see the document entitled Scenarios). Reading CAC 3 Chapter 3, Sections 3.1 and 3.2 Session 5 Lecture In many ways the material in this lecture is not new: it cuts the cake of cultural differences in communication a different way. An alternative approach, if time is limited, is to omit it, use material and examples from Section 3.3 in Lecture 4 and rely on student/participant reading to ensure systematic coverage of this material. Against this, I have found that the reinforcement this lecture provides is useful for consolidation at this point. Cultural differences in communication 2: National differences in communication 1: effects of differences in: values; rules; relative importance of control, affiliation, content and relationship; negotiation vs ratification models; National differences in communication 2: effects on language usage; non-verbal behaviour; assertiveness, facework, rapport management; work communication. Ethnic differences in communication: effects on information requesting strategies; encoding and decoding of messages. Gender differences in communication: effects on basic message transmission and reception processes; linguistic practices; conversational interruptions; functions of talk; politeness; body language; conflict management; assertiveness. Age-related and disability-related differences in communication: intrinsic and extrinsic factors. Religion and communication Social class and communication Communication strategies of marginalized groups Powerpoint Slide 18 Tutorial/workgroup/role play 1. Question and answer and discussion of the Session 4 post-reading and the Session 5 lecture

and/or 2. Group activity/discussion of a selection from Chapter 3 Questions 1 to 6, 8, 9, 11, 13 to 21, 23 to 25 of the text and the Extra Question in Chapter 3 of this website. or 3. Scenario analysis and recommendations or role play (see the document entitled Scenarios). Reading CAC 3 Chapter 3 Sections 3.3 and 3.4

Session 6 Lecture Cultural differences in factors and processes underlying communication I: Values primary motivational values, instrumental and expressive work values Ethics and morality Motives Emotions and moods Perceptions Beliefs core belief systems, locus of control, belief in a just or unjust world, religion, workrelated beliefs Powerpoint Slides19 to 21 Tutorial/workgroup/role play 1. Question and answer and discussion of the Session 5 post-reading and the Session 6 lecture and/or 2. Group activity/discussion of a selection from Chapter 4 Questions 1 to 8 and Questions 1 to 5 of Chapter 4 Extra Questions of this website or 3. Scenario analysis and recommendations or role play (see the document entitled Scenarios). Reading CAC 3 Chapter 4 Pages 132148 (i.e. to the start of Assumptions) Session 7 Lecture Cultural differences in factors and processes underlying communication II: Assumptions agency, ethnocentrism, stereotypes Expectations Attitudes trust Intentions Personality Identity and self-construals Self-esteem

Social perceiving Thinking

Tutorial/workgroup/role play 1. Question and answer and discussion of the Session 6 post-reading and the Session 7 lecture 1. and/or 2. Group discussion of Chapter 4 Questions 9 to 18 and Questions 6 to 17 of Chapter 4 Extra Questions from this website or 3. Scenario analysis and recommendations or role play (see the document entitled Scenarios). Reading CAC 3 Chapter 4 p.148 to the end CAC 3 Chapter 6.1 for inclusive language Session 8 Lecture Note: At this point it is essential to make clear that the focus is shifting from cultural differences in communication to intercultural communication. What do we mean by miscommunication? Barriers to intercultural communication: Intergroup communication problems out-group co-variation effect, in-group favouritism, effects of intergroup problems Distortions caused by stereotyping Prejudice negative micro-messages, effects of prejudice: ineffectiveness of social accounts. Discrimination and harassment against ethnic minorities, women, people with disabilities, older people, homosexuals, religious groups The legal framework The organizational context diversity goals and policies, organizational cultures and climates Communication differences as barriers Encoding and decoding of messages Language ambiguity Inferences Elaborated codes The topic-comment structure of a communication Lack of social knowledge Relevance Face issues Politeness issues Non-verbal behaviour Low-context and high-context communication Detecting deceptions Communication strategies Conflict management

Functions of talk Behavioural barriers: values, emotions (communication apprehension and the five problem emotions of intercultural encounters), beliefs, assumptions, expectations, intentions, selfconstruals, social perception and thinking. Work-specific barriers: work group heterogeneity, work-related conflict Powerpoint Slides 22 to 24 Tutorial/workgroup/role play 1. Question and answer and discussion of the Session 7 post-reading and the Session 8 lecture and/or 2. Group activity/discussion of a selection from Chapter 5 Questions 1 to 3, 5 to 27, 29, and 31 to 34 and Questions 1 to 11 of Chapter 5 Extra Questions from this website or 3. Scenario analysis and recommendations or role play (see the document entitled Scenarios). Reading CAC 3 Chapter 5 Sections 5.1 to 5.4 Session 9 Lecture How to be effective in intercultural communication I: Inclusive language Ethical issues Skills that improve intercultural understanding Skills for effective intercultural self-presentation General traits for intercultural effectiveness Powerpoint Slides 25 to 26 Tutorial/workgroup/role play 1. Question and answer and discussion on the Session 8 post-reading and the Session 9 lecture and/or 2. Group activity/discussion of a selection from Chapter 6 Questions 1 to 9, 12 to 19, and Questions 1 to 17 of Chapter 6 Extra Questions from this website. or 3. Scenario analysis and recommendations or role play (see the document entitled Scenarios). Reading CAC 3 Chapter 6 for reinforcing the lecture Session 11 Lecture

How to be effective in intercultural communication II: Skills for intercultural influencing Intercultural communication processes: grounding, communication accommodation, adapting in initial encounters, appreciative enquiry, managing anxiety and uncertainty, conflict resolution, conversational improvement strategies, What does it mean to be an effective intercultural communicator? Note: I would suggest dealing with inter-ability communication and the other applications of skills to particular situations not by lecturing but by tutorial. Powerpoint Slides 27 to 30 and 38 Tutorial/workgroup/role play 1. Question and answer and discussion of the Session 10 post-reading and the Session 11 lecture and/or 2. Group activity/discussion of a selection from Chapter 6 Questions 19 to 24 and Questions 19 to 29 of Chapter 6 Extra Questions from this website or 3. Scenario analysis and recommendations or role play (see the document entitled Scenarios). Reading CAC 3 Chapter 6 from p.232 to the end Session 12 Here I offer three alternatives one for courses that emphasise sojourning, one for courses that deal with mediated as well as face-to-face interpersonal communication and one for courses which emphasise work activities. Sojourning alternative Lecture The context of the sojourn Cultural orientation skills knowledge, attitudes, postponing evaluations, self-awareness Learning how to learn from in-country experiences Resolving ethical issues Dealing with negative emotions Sojourning preparation Culture shock Stage models of adjustment Domain models of adjustment Dealing with roles and responsibilities in an unfamiliar work environment Powerpoint Slides 31 to34 Tutorial/workgroup/role play

1. Question and answer and discussion of the Session 11 post-reading and the lecture and/or 2. Group activity/discussion of a selection from Chapter 7 Questions and Chapter 7 Extra Questions from this website. or 3. Scenario analysis and recommendations or role play (see the document entitled Scenarios). Reading CAC 3 Chapter 7 and CAC Chapter 8 Section 8.6 for reinforcing the lecture

Work activities alternative Lecture Revision and summary of cultural differences in and effective intercultural selection interviewing, negotiating, mediating, working in groups and teams, leadership and working in international alliances. Powerpoint Slide 35 Tutorial/workgroup/role play 1. Question and answer and discussion of the Session 11 post-reading and the lecture and/or 2. Group activity/discussion of a selection from Chapter 8 Questions and Chapter 8 Extra Questions from this website or 3. Scenario analysis and recommendations or role play (see the document entitled Scenarios). Mediated work communication alternative Lecture I would concentrate on the three conceptual areas the effects of mediation on communication behaviour, knowledge transfer/sharing and co-ordination, using working in virtual teams, offshoring, working and managing in international alliances and multinational organizations and international business-to-business relations as examples of these concepts. The students/participants can be left to cover these areas more systematically for themselves by reading. On the other hand, on particular courses a different approach which emphasizes one or more of the work applications will no doubt be more appropriate. Powerpoint Slides 36 and 37 Tutorial/workgroup/role play 1. Question and answer and discussion of the Session 11 post-reading and the lecture and/or 2. Group activity/discussion of a selection from Chapter 9 Questions 1 to 4, 9 to 18 and 20 to 22. or

3. Scenario analysis and recommendations or role play (see the document entitled Scenarios).