Bridging the Language Gap
Successful business depends on effective communication. To be successful in international business demands recognition of the central role of communication with others whose cultural and, therefore, behavioural framework is essentially different from one's own.
We have all suffered, even in our own native language, from the gap which sometimes exists between the message we intend to deliver and the message which is received by the person to whom we are speaking. We sometimes believe that this failure to understand correctly is due to the lack of willingness on the part of the other to listen carefully or that he or she is willfully misinterpreting a message which is crystal clear as far as we are concerned. On other occasions, we recognize that our choice of words may not have been as helpful as it could have been, with ambiguity and confusion creeping in where none was intended. Keeping this distinction between intended and received message in mind, let us think back to when we first started to learn a foreign language and the frustration we experienced in not having what the experts call 'an appropriate lexical range' (sufficient vocabulary in the foreign language) to enable us to encapsulate the idea we wanted to convey.
In face-to-face exchanges with English-speaking colleagues from other countries we believe that we are communicating effectively. We have certain doubts when speaking over the telephone to the same colleagues that they have 'quite' understood what we wanted to say. And then it comes to written communication, what a surprise! The minutes of the meeting we attended do not coincide with what we had perceived to have been the discussions held and conclusions drawn. The tone and register of documents sent to us by foreign colleagues, sometimes in incomprehensible English, make us despair of 'international/offshore' English. What of the circus which we engage in, quite expertly we believe, at meetings with other nationalities when we wish to hold the floor or, indeed, claim our turn to speak. What patience we need to demonstrate with others in this international business arena in order to build professional relationships!
Cultural norms about communication
Different cultures have different norms concerning the communication process itself. Some cultures are formal and polite, with people speaking only when invited to comment by a high status person. Other cultures value a more individual style, where people are expected to interrupt and make points strongly. Individualist behaviour in the presence of people from a 'polite' culture would probably be labeled rude. For example, Americans are direct and open in making their argument, while people from many Far East countries are polite. When people from these cultures come together, the more individualistic group members will tend to assert their views, interrupt and dominate the conversation. The polite group members will be offended but not say so directly because they don't want to be rude and cause the other to lose face.
Cultures also have norms about the acceptable space, or silence, to be given between speakers. In many Latin countries, one can expect to be interrupted before completing one's point, while in many Asian countries people are expected to leave silences for thought and consideration before answering points. Continually breaking the silence can be seen as 'weakness' by Asians and as 'strength' by Latins! In the Anglo cultures, the second speaker often interjects at the precise moment that the first speaker finishes or, sometimes, when the former pauses for a long breath. This means that to contribute to a group which includes Anglo cultures, you have to quickly enter the conversation with a loud voice.
It is notable that one's communication pattern may be different when using your home language and a second language. For example, the French can be very argumentative in the French language, but polite and needing pauses when speaking in English. There should be defined some mutually acceptable ground rules for two-way communication such as:
Listen with good attention and respect
Allow a silence for understanding before putting across one's own points
Do not interrupt others
Summarize what the other has said before making your own point
Ensure that all parties take turns in putting ideas across
Communication will require patience and persistence by all parties; all groups must expect to work more slowly. Those with a higher level of language skill must exercise self control in giving those with less language skills more time to comprehend and formulate ideas. Conversely, those with less natural language fluency should be prepared to speak out and request clarification where necessary. Unfortunately, people are often too polite or too proud to admit misunderstanding. Therefore it is important to be a careful observer of non-verbal signs of confusion, involvement and disagreement.
The dominant talker types do not like silences and do not understand that some people need that silence to think. Even within the same culture, there are differences in people's speed of response. For example, some people typically 'think before they speak' while others 'jump in at the deep end', thinking as they talk. These differences become divisive where the dominant talkers judge the slow talkers as less intelligent or less prepared, and the slow talkers perceive the dominant talkers as intimidating, rude or unfocused in their presentation. This dynamic also can occur between people of different disciplines, for example the salesperson may accuse the engineer of trying to blind him or her with scientific jargon, while the engineer may label the salesperson as being evasive in his or her answers.
Exercise 34 Discussion
What key points in the article have you noted down?
Why do you think they are important?
What is your personal experience in intercultural communication?
Have you experienced the same difficulties in communicating in a foreign language as described in the article? When and where?
What is your attitude to foreign languages?
Do you learn English only because it is part of the curriculum or do you understand the necessity of it for your future / current / job?
What is the most difficult part for you in learning English? (speaking? understanding? reading? writing?) Give your reasons.