Chapter 10: COMMUNICATION

Question 1

Toronto Hospital

Answer 1

Research staff moves into 21-story apartment, divided into neighborhoods of departments (genetics, neurosciences, cell biology). Instead of self-contained labs, where there is less communication outside of narrow discipline.

Question 2

Communication (RECEIVER VS. SENDER)

Answer 2

SENDER: Encodes thoughts to be transmitted by receiver
RECEIVER: Perceives and decodes message to understand it.

Question 3

Voice

Answer 3

“Speaking up”: A constructive expression of disagreement about work unit/organizational practices. Done mostly by satisfied employees (organizational citizenship behavior).

Question 4

Grapevine
What is a pro and con?

Answer 4

An organization’s informal communication network. Not just word of mouth.
Pro: Keeps employees informed about organization.
Con: Can be a constant pipeline for rumours

Question 5

Body Language: What is it and what two messages does it send out?

Answer 5

A form of non-verbal communication.
SENDS OUT TWO MESSAGES:
1. How much the sender likes and is interested in receiver.
2. Sender’s views on relative status between sender and receiver.

Question 6

When does sender like you? What does it mean when sender is relaxed?

Answer 6

Sender likes you when:
1. Maintains eye contact
2. Torso toward receiver
3. Leans towards receiver
4. Is physically close to receiver

Relaxation:
When sender feels they are of higher status than receiver.
1. Casual placement of arms and legs.
2. No fidgeting
3. Reclined Seating

Question 7

Office Set-Up

Answer 7

A form of non-verbal communication. How office is set up conveys non-verbal information about occupant.

Question 8

Example of Office Set-Up

Answer 8

Professor placing desk against the wall makes students more comfortable and welcome in professor’s office.

Question 9

Office Décor

Answer 9

A form of non-verbal communication. How office is set up conveys non-verbal information about occupant.

Question 10

Office Décor: Family Photos

Answer 10

Distinctive Category: family oriented, balanced
Status Category: not a “player”

Question 11

Office Décor: Hobby Photos, Calendar

Answer 11

Distinctive Category: well-rounded, outgoing
Status Category: uprofessional

Question 12

Office Décor: Conversation Pieces

Answer 12

Distinctive Category: Fun person, Joker, Needs attention
Status Category: unprofessional

Question 13

Office Décor: Formal Décor

Answer 13

Distinctive Category: Professional, successful, vain
Status Category: High status, authority

Question 14

Office Décor: Informal, Messy

Answer 14

Distinctive Category: easy going, busy, true engineer, unskilled
Status Category: unprofessional

Question 15

Office Décor: Awards, Diplomas

Answer 15

Distinctive Category: show-off, hardworking, vain
Status Category: Accomplished and intimidating

Question 16

Office Décor: Professional Products

Answer 16

Distinctive Category: “company person”, geek
Status Category: accomplished

Question 17

Office Décor: Ideological Artifacts

Answer 17

Distinctive Category: extreme, radical, patriotic
Status Category: insecure and unprofessional

Question 18

Office Décor: Salient, Flashy Artifacts

Answer 18

Distinctive Category: needs attention, flashy
Status Category: insecure

Question 19

Office Décor: High conformity Artifacts

Answer 19

Distinctive Category: predictable, reliable, conservative
Status Category: insecure

Question 20

Women vs. Men Communication

Answer 20

Research on key differences in male and female communication styles done by Deborah Tannen. Puts women in one-down positions

1. Who is more likely to boast about accomplishments?
2. Who tends to minimize their doubts? Who downplays their uncertainty?
3. Who is less likely to ask questions because they think it reflects negatively on them?

Question 21

5 Dimensions of Cross-Cultural Communication:
1. Language Difference

Answer 21

1. Language Differences:
   - lack of common languages fosters misunderstanding and conflict

Question 22

5 Dimensions of Cross-Cultural Communication:
2. Non-Verbal Communication

Answer 22

2. Non-verbal Communication:
   - facial expressions: some cultures do not like negative facial expressions (not appropriate)
   - gestures: does not translate well across different cultures because there is symbolism that is not shared.
   - gaze: holding long eye contact is not considered respectful in all cultures
   - touch: some cultures deem it good to touch and some deem it as not ok.

Question 23

5 Dimensions of Cross-Cultural Communication:
3. Etiquette and Politeness

Answer 23

3. Etiquette and Politeness: careful decoding is necessary, culture differs in how politeness is expressed

Question 24

5 Dimensions of Cross-Cultural Communication:
4. Social Convention

Answer 24

4. Social Conventions:
   -North America: favors directness and being specific about issues
   -loudness: what people think of degrees of loudness tends to vary
   -punctuality: what people consider proper punctuality varies in different cultures
   -how personal to get in professional setting: in North America, there is a social norm that people do not reveal too much in a professional setting

Question 25

5 Dimensions of Cross-Cultural Communication:
5. Cultural Context

Answer 25

5. Cultural Context: high context vs. low context culture
   - How important is the information that surrounds the communication?

Question 26

High Context Cultures

Answer 26

Message contained in communication is STRONGLY INFLUENCED by context.
- Literal interpretation often incorrect!
- info flows freely
environment, mood, situation, gestures are all taken into account

Question 27

Low Context Cultures

Answer 27

Messages can be interpreted more literally.
- less aware of non-verbal cues
- needs detailed background info

Question 28

Which is the highest context culture?
Which is the lowest?

Answer 28

Highest: Asia
Lowest: Swiss

Question 29

When in Rome…

Answer 29

People’s basic skills deteriorate when they get nervous about cross-culture encounter

Question 30

What are the three principles for cross-cultural communication?

Answer 30

1. Assume differences until known otherwise
2. Recognize differences within a culture
3. Watch your language (and theirs)

Question 31

What are the 5 dimensions of Cross-Cultural Communication?

Answer 31

1. Language Differences
2. Non-Verbal Communication
3. Etiquette and Politeness
4. Social Conventions
5. Cultural Context