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http://extension.oregonstate.edu/fch/sites/default/files/documents/fcd06-07_multicultural_miscommunication_teacher_guide.pdfhttp://www.mhhe.com/socscience/education/multi_new/activities/awarenessquiz_key.htmlhttp://www.kwintessential.co.uk/resources/quiz/gestures.php

YOU ARE CONDUCTING A 4-H CLUB MEETING FOR A GROUP OF CHILDREN THAT INCLUDES SEVERAL NATIVE AMERICANS. YOU TELL EVERYONE TO LISTEN BUT ONE MEMBER WILL NOT LOOK UP AT YOU. YOU DON’T THINK HE IS PAYING ATTENTION. IS HE? WHY OR WHY NOT?

Native Americans and some Asian and Latin American groups show their

respect for an older person or someone in a position of authority by not

making direct eye contact with them.

DRIVING IN TEXAS, YOU PASS A GROUP OF YOUNG PEOPLE WHO RAISE THEIR ARMS AND AIM “HORNS,” THEIR FIST WITH POINTER FINGER AND PINKIE FINGER, RAISED AT YOU. WHAT ARE THEY TRYING TO TELL YOU? They are Texas Longhorns fans.

WHEN PRESENTING TO A JAPANESE AUDIENCE, EXPECT SEVERAL INTERRUPTIONS BECAUSE THEY WILL WANT TO DISCUSS ALL THE DETAILS.

TRUEFALSE

False. Unlike American presentations, which may serve to stimulate

discussions, their primary role in Japan is to communicate information.

Japanese audiences rarely interrupt a speaker, and Japanese presenters

usually prefer not to be interrupted, so it’s best to leave questions to the end

of the presentation.

WHEN AN ARAB BRINGS THE TIPS OF ALL FINGERS AND THUMB TOGETHER AND BOBS THE HAND UP AND DOWN, THIS MEANS…

A. CALM DOWNB. HURRY UPC. GET LOSTD. NONE OF THE ABOVEA

NEGOTIATIONS IN CHINA ARE BEST CONDUCTED ON A ONE-ON-ONE BASIS, SINCE PEOPLE GENERALLY PREFER GETTING TO KNOW YOU WELL.

TRUEFALSE

False. The Chinese prefer to conduct negotiations in teams where each

person has a clearly defined role. It is advisable to assemble a negotiations

team on your side, too. Your Chinese negotiations partners will strive to get

to know each member of your team.

THE TWO RICHEST PEOPLE IN THE U.S. OWN MORE PERSONAL ASSETS THAN:

A. THE 10 POOREST COUNTRIES COMBINEDB. THE 25 POOREST COUNTRIES COMBINEDC. THE 40 POOREST COUNTRIES COMBINEDD. THE 60 POOREST COUNTRIES COMBINEDD

IN ITALY, WHEN ONE MAN GESTURES TO ANOTHER WITH A “HORNS” SIGN, A FIST WITHPOINTER AND PINKIE FINGERS RAISED, WHY DOES IT MAKE THE SECOND MAN ANGRY? He is being told his spouse is cheating on him. This is

also true in Romania.

YOU ARE INVITED TO DINNER AT A CO-WORKER’S HOME. YOU CUT A DOZEN CALLA LILIES FROM YOUR GARDEN TO TAKE ALONG AS A GIFT. HOW WILL YOUR HOSTESS RESPOND IF SHE IS BRITISH, AND WHY? Calla lilies are reserved for funerals in England. Your hostess may feel

youdo not wish her well by bringing funeral flowers to her. The same is true

forNorwegians.

IN BELARUS, WHEN SOMEONE POKES THEIR THUMB BETWEEN THEIR FOREFINGER AND MIDDLE FINGER IT MEANS…

A. YOU HAVE BEEN BEATEN (IN NEGOTIATIONS)B. YOU WILL GET NOTHINGC. GO AWAYB

DURING A BREAK FOR A MEETING BETWEEN YOU AND A GROUP OF SAUDIS, YOU WALK INTO THE MEN’S ROOM TO FIND A FEW OF THEM WASHING THEIR FEET IN THE SINK. YOU THINK:

A. THEY MUST HAVE HAD SMELLY FEETB. THEY ARE SIMPLY FRESHENING THEMSELVES UPC. THEY ARE PREPARING TO READ THEIR PRAYERSC

No. He is pointing the way, not asking for a tip. Pointing with a single finger

Is considered disrespectful in Japan. He does not make eye contact

because Japanese do not consider direct eye contact to be respectful.

WHILE GUIDING VISITING FOREIGN EXCHANGE STUDENTS THROUGH THE AIRPORT ON YOUR ARRIVAL IN JAPAN YOU TRY OUT THE JAPANESE YOU HAVE PRACTICED, ASKING AN ATTENDANT WHERE THE BATHROOMS ARE. HE DOESN’TLOOK AT YOUR FACE, BUT PUTS OUT HIS HAND, PALM OPEN. SHOULD YOU PUT A TIP IN HIS HAND?

WHILE IN SOUTH KOREA, YOU PRESENT A GIFT TO A NEW CLIENT TO THANK HIM FOR HIS HOSPITALITY AND TO CEMENT YOUR BUSINESS RELATIONSHIP. HE/SHE REFUSED TO ACCEPT THE GIFT. YOU SHOULD:

A. APOLOGIZE FOR OFFENDING HIM/HERB. INSIST HE/SHE TAKES IT UNTIL IT IS ACCEPTEDC. OFFER IT TO SOMEONE ELSE FROM HIS/HER COMPANYB

SPANISH NEGOTIATORS RARELY COMPROMISE, SO A TIT-FOR-TAT STRATEGY OF OFFERING SOME CONCESSIONS AND EXPECTING RECIPROCITY WILL NOT WORK WELL.

TRUEFALSEFalse. Like most people in Mediterranean Europe, Spaniards

negotiate

intensely but with a win-win attitude. Like in the U.S., they are prepared to

give up something in order to gain something else.

THERE ARE 3 OF YOU INTERVIEWING AN AFGHANI MAN FOR A POSITION IN YOUR COMPANY. OF THE INTERVIEWERS, 2 OF YOU ARE WOMEN. THE INTERVIEWEE ONLY GIVES EYE CONTACT TO THE MAN AND NEVER TO THE WOMEN. THIS IS BECAUSE:

A. HE IS NERVOUS AROUND WOMENB. HE IS SHOWING RESPECTC. HE SEES WOMEN AS 2ND-CLASS CITIZENS

B

FORMER PRESIDENT CLINTON PUNCTUATED HIS WORDS IN A SPEECH TO AN AUDIENCE IN CENTRAL AMERICA BY PUNCHING HIS FIST IN THE AIR. SHOWING BETWEEN HIS FINGERS WAS THE TIP OF HIS THUMB. HIS SPEECH MEANT TO BE SUPPORTIVE AND ENCOURAGING, STIRRED GREAT ANGER IN HIS AUDIENCE. WHYThe gesture is very insulting in Central America, most

often used by oneman to another to question their masculinity.

GIVE TWO MEANINGS OR USES OF RAISING YOUR POINTER AND MIDDLE FINGERS.

• From the 1970’s: Peace, or opposition to war.

• World War II, Winston Churchill became famous for his “Victory” gesture.

• Richard Nixon departing his presidency: his signature gesture to stir the crowd that started with his victory in the presidential election.

• Basketball referee: indicating a goal worth two points.

• Rabbit ears: A joke for youth today, a gesture of disrespect, most often seen in photos.

TO INDICATE SOMEONE IS STINGY, THE DUTCH WOULD…

A. SLAP THEIR ELBOWB. GUIDE THE FOREFINGER DOWN THE NOSEC. MAKE A FISTB

IN BRAZIL, PURPLE IS THE COLOR OF: A. DEATH. B. WEDDINGS.C. BABY DAUGHTERS

A. Death. Purple flowers are reserved for funerals

THE ‘OK’ GESTURE MEANS WHAT IN JAPAN?

A. SLOW DOWNB. MONEYB

ACCORDING TO A BUSINESS WEEK STUDY OF 3,664 BUSINESS SCHOOL GRADUATES, HOW MUCH MORE, ON AVG., DOES A MAN W AN MBA FROM ONE OF THE TOP 20 BUSINESS SCHOOLS IN THE U.S. MAKE DURING THE 1ST YR. AFTER GRADUATION THAN A WOMAN IN THE SAME SITUATION?

A. ABOUT $1,500 MOREB. ABOUT #3,000 MOREC. ABOUT $6,500 MORED. ABOUT $10,000 MORE

C

A POTENTIAL MEXICAN CLIENT ARRIVES 45 MINUTES LATE FOR A BUSINESS MEETING. HE/SHE:

A. HAS ARRIVED LATE ON PURPOSE TO SHOW THAT THEY ARE THE PARTY IN THE DRIVING SEATB. HAS SIMPLY ARRIVED LATE AS PUNCTUALITY IS TAKEN LIGHTLY IN MEXICOC. HAS ARRIVED LATE TO LET YOU ENJOY YOUR SURROUNDINGS BEFORE DISCUSSING BUSINESSB

AS THE FRENCH ARE PROUD OF THEIR LIFESTYLES, DON’T BE SURPRISED IF SOMEONE QUICKLY INVITED YOU TO HIS OR HER HOME. THEY LOVE ‘SHOWING OFF’ A LITTLE.

TRUE FALSEFalse. While the French indeed show a substantial amount of pride in their

way of life, people will rarely invited anyone but their closest friends to the

privacy of their homes. Consider it a strong show of respect and sympathy if

you receive such an invitation.

WHICH OF THESE THINGS IS NOT TRUE ABOUT BRAZIL:

A. IT HAS THE LARGEST POPULATION OF JAPANESE RESIDENTS OUTSIDE OF JAPAN. B. IT IS HOME TO MORE LEBANESE THAT LEBANON. C. IT IS HOME TO MORE ITALIANS THAN VENICE, ITALY.D. IT IS HOME TO MORE INDIANS, FROM THE COUNTRY OF INDIA, THAN ENGLAND. D

WHEN A POLE FLICKS THEIR FINGER AGAINST THE NECK IT MEANS…

A. YOU’RE DEADB. JOIN ME FOR A DRINKC. DON’T TEST MY PATIENCE

B

HAS THE CONGRESS OF THE UNITED STATES OF AMERICA DESIGNATED AN OFFICIAL LANGUAGE FOR THIS COUNTRY? IF SO, WHAT IS IT? There is no designated language

WHAT PERCENTAGE OF THE WORLD POPULATION REGULARLY ACCESSES THE INTERNET?

A. 2%B. 15%C. 29%D. 52%

A

IN HONDURAS, A FINGER PLACED BELOW THE EYE MEANS…

A. I’M WATCHING YOUB. I DISAGREEC. BE CAREFUL

C

IN CHINA, IF YOU WOULD LIKE MORE TEA, HOW DO YOU INDICATE THIS TO THE WAITER? Turn your teacup upside down.

YOU ARE MAKING A PROPOSAL TO A GROUP OF JAPANESE EXECUTIVES WHEN YOU NOTICE A FEW OF THEM SAT WITH THEIR ARMS FOLDED AND EYES CLOSED. THEY ARE:

A. LISTENING INTENTLYB. TIRED AND CATCHING UP ON SOME SLEEPC. PRETENDING TO BE ASLEEP TO SHOW YOU THAT THEY THINK YOUR PRESENTATION IS POORA

IN GERMANY, EVEN IF A BOSS IS WRONG ON AN ISSUE, PEOPLE WILL HESITATE TO SPEAK UP, BECAUSE GERMANS TEND TO BE OBEDIENT.

TRUEFALSEFalse. Most Germans strongly value order and structure, but they are

also

fairly individualistic and egalitarian. In Germany, a boss authority lies in his

or her role, not in the person, so while employees will normally show

respect, they may still let the boss know where he/she is off.

IN JAMAICA, WHEN A STUDENT IN A CLASSROOM SNAPS THEIR FINGERS, WHAT ARE THEY TELLING THE TEACHER?

They know the answer.

THE U.S. MILITARY BUDGET IS BY FAR THE HIGHEST OF ANY COUNTRY IN THE WORLD. BY 2003, THE U.S. MILITARY BUDGET WAS ROUGHLY EQUAL TO THAT OF:

A. THE NEXT 5 COUNTRIES COMBINEDB. THE NEXT 10 COUNTRIES COMBINEDC. THE NEXT 15 COUNTRIES COMBINEDD. THE NEXT 20 COUNTRIES COMBINEDD

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THE CO$T OF MISCOMMUNICATIONHidden Costs Time lost due to inefficiency and needless repetitions of a

task (re-work) Missed Opportunity Time and energy to repair ineffective comm. Deadlines that slip Lost or damaged customer relationships due to unmet

expectations Loss of productivity and employee retention due to

emotional distress and ineffective reactions, such as gossip, complaining and backbiting

Waste of resources due to treating technical problem as though it were a communication misunderstanding and vice versa

www. Contact-zone.com

EXAMPLE

Imagine just one misunderstanding that is minor, but significant. Assume for

example, that a team deliverable was vague and led to misunderstanding about the

Standard required for successful completion. Assume further, that the average pay

is $80,000 for 50 weeks/year and 40 hours/week. This values an individual’s time

at $40/hour.

So…

If the misunderstanding is small and is caught and resolved quickly, we might

assume the following:

• 8 people meet for an hour to discuss and resolve the issue. 8 x $40/hour = $320

• Follow-up with other key individuals takes 30 minutes each for 4 people. 2 hours x $40 = $80

• Re-work to correct mistake takes 2 hours for 2 people. 4 hours x $40 =$160

The hidden bill is $560 if all goes well. If another

round of discussions and longer re-working is needed, we could easily

see this hidden bill hit $1120+ If this issue affected more people requiring the

discussion time to double or triple and the re-work time to do the same, a hidden

bill for lost productivity can reach the tens of thousands for big corporations.

EXAMPLE CONT.