Most managers spend between 50 and 90% of their time talking to people. - Mintzberg, 1973
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1 Most managers spend between 50 and 90% of their time talking to people. - Mintzberg, 1973
2 Communication is a complex, interpretive process by which individuals attempt to exchange meaning via symbols that include words, behaviors, feelings and artifacts.
3 A model of Intra-Cultural Communication Filters, or noise Message sent...words, behaviors, objects Message received Response sent...words, behaviors, objects Response received Sender A Receiver B Adapted from N.J. Adler (1997) International Dimensions of Organizational Behavior, 3d Ed., pg. 69.
4 Intercultural Communication occurs when people who do not belong to the same cultural group attempt to exchange meaning.
5 Intercultural Communication Cultural filters, or noise?!?! Message sent... Message received Response sent... Response received Sender Culture A Receiver Culture B Adapted from N.J. Adler (1997) International Dimensions of Organizational Behavior, 3d Ed., pg. 69.
6 Meaning is a perception, thought or feeling that we experience. What we perceive is what is real for us.
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10 Stimuli from external reality THE PROCESS OF PERCEPTION THE PROCESS OF PERCEPTION I FILTERS physiological cultural environmental emotional sight hearing touch chemical senses kinaesthesia equilibrium Mental Processes Selection Categorization and generalization Distortion Subjective image of reality
11 Our subjective image of reality = Our world view = Ethnocentrism
12 Ethnocentrism leads to evaluation when we encounter difference.
13 A Technique for Suspending Judgment...
14 Step 1: Describe Key Skills: Observe carefully Use neutral language Pay attention to detail
15 Step 2: Interpret Ask and attempt to answer the question Why? Key Skills: Reflect Analyze Research Use imagination Guess/hypothesize
16 Step 3:Evaluate 1 st Then Key Skill: Perspective Taking/Empathy
17 So instead of evaluating immediately, we... D(I)ELAY judgment In order to improve intercultural communication and interaction.
18 Stimuli from external reality THE PROCESS OF PERCEPTION THE PROCESS OF PERCEPTION I FILTERS physiological cultural environmental emotional sight hearing touch chemical senses kinaesthesia equilibrium Mental Processes Selection Categorization and generalization Distortion Subjective image of reality
19 Five good reasons we categorize: 1. To reduce the complexity of the environment. 2. To identify objects in the environment. 3. To reduce the necessity for constant learning and re-classifying of objects. 4. To construct a ready knowledge of appropriate and inappropriate action. 5. To relate classes of events in order to understand relationships among phenomena.
20 A consequence of categorizing is. Stereotyping!
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23 How European managers perceive themselves and others: MANAGERIAL COMPETENCIES Britain Self Others France Self Others Germany Self Others Italy Self Others Spain Self Others Competent Efficient Tenacious Reliable Hard working Entrepreneurial Educated Trustworthy Able t. get-on with others Punctual Humorous Compassionate AVERAGE SCORE Average score by others
24 What is stereotyping? Stereotyping means grouping events and objects on the basis of similarities. [It] is a simplifying mechanism that makes it possible to manage the environment, because it is too big, too complex for direct understanding. - Lippman (1922)
25 Input from the environment TREATMENT OF STEREOTYPES cognitive treatment (concept) emotional treatment (attitude) instinctive treatment (action) ideas/opinions stereotype attachment of emotion prejudice Selection of information behavioral expression racist action (when power differential exists)
26 Stereotypes... Are generalizations - traits attributed to social groups we don t know well (sometimes referred to as the out-group ). The cognitive base is categorization: causes us to focus on similarities and de-emphasize differences that may be present within a group.
27 Stereotypes continued... The content can be: Historical (wars, colonial domination, territorial disputes); cognitive (information from books, media, films, second-hand accounts) and/or emotional (sympathy, aversion, disgust). Social categories that are basic to cognitive processing tend to be used more frequently, especially visible features such as age, gender and physiognomy.
28 Stereotypes... Become detrimental when negative, overgeneralized and/or inaccurate, due to the expectations they create of the behavior of others. Can create a self-fulfilling prophecy. Are an extremely complex phenomenon: can t be avoided, but can be managed.
29 A stereotype becomes helpful when it is... Consciously held Descriptive (rather than evaluative) Accurate (What are our sources? Reliability?) Used as a first best guess Modifiable Taken from Nancy J. Adler, International Dimensions of Organizational Behavior
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