Playing the Game of Communication

By Shelly Wallace, Associate Director,
XU Intercultural Communication Group

Just as various sports have their own respective rules and strategies, so do the communication styles of different cultures. Drawing from this metaphor, Susan Steinbach of the University of California breaks communication styles into three basic categories: basketball, bowling and rugby. The characteristics of these three games represent common speaking styles you are most likely to come across (and practice) internationally. As our world becomes ever more global, developing understanding and familiarity with these three speaking styles is invaluable to your cross-cultural communications.

"Basketball" is the style most frequently used in Britain, Canada, Australia and the United States, in which the speaker gives cues by "dribbling," or setting up key phrases that invite an immediate response from the listener. Speaking turns are short with each party "taking the ball" to make their point, and then expecting the listener to then take the ball back to make theirs. Hesitations and pauses indicate an opportunity for the listener to take the speaking role - in which case, interruption is not seen as rude, but rather a way to keep the "game" moving forward.

In Japan, Northern China, Korea and Thailand, however, most favor what linguist Deborah Tannen refers to as a "high considerate" speaking style - in this case, described as the "bowling style."

In the bowling style, speaking turns are much longer and based on the hierarchical position of individuals involved; the person with more authority speaks first, and the younger person (or one with less seniority) does not speak until spoken to and waits for an appropriate pause to speak. In this style, interrupting or speaking out of turn is seen as considerably rude and likely to negatively impact the communications.

This is in sharp contrast to the "rugby" style of speaking, often practiced in Russia, Greece, southern Europe, and African and Latino cultures. The rugby communication style is spirited and spontaneous, with many voices being heard simultaneously. Rather than pause while listening to the speaker, others in the conversation respond immediately, finishing that person's sentences for them and even taking the topic into other areas. In this style, active involvement is key, and interruptions are just par for the course.

With such varying styles of speaking across cultures, it is easy to see how two people accustomed to different communication styles might misunderstand each other, even when all other elements of the conversation are favorable. Conversely, it is also clear how simply understanding the speaking style of another person can inform you of how to best approach the conversation, and how to better interpret cues and customs that may differ from your own, such as how to treat turn-taking and interruptions.

Being aware of these elements will give you a considerable advantage when communicating with people from other cultures, reduce misunderstandings, and help you to create a true rapport with your listeners. In the game of communication, knowing the rules and strategies is crucial to making your point. Start by knowing which game to play!

Japanese Business Card Etiquette

You can only ever make one first impression. And your business card solidifies it.

That's why it's imperative not only to have a strong, professional card to hand out, but also to know how to present your card to someone. The little rectangle you extend represents what you have to offer a client or a contact -- and your presentation is part of the package.

In Japan, the exchange of business cards is ceremonious. Cards are presented with both hands, like a gift, and then admired and thoroughly examined. The amount of time you spend looking at the card shows your respect for the person -- hence, simply stashing the card in a pocket or purse is seen as rude.

Keeping this custom in mind is very helpful when doing business with a Japanese person ... but can also be applied to all of your professional encounters. Business cards are valuable, and should be regarded as such -- you can never show too much respect. It would be wise to take a cue from the Japanese and show extra consideration when exchanging business cards -- people will remember the care with which you regard them.

Let the lasting impression you leave be not only your card, but your outstanding etiquette.

Inirida Rabinovich

When Inirida Molina Rabinovich proudly announces that she has passed her English proficiency test at work, it means a lot more than just a raise. She can testify that being able to speak the language in a foreign country can literally be a matter of life or death.

Several years ago, Inirida's doctor informed her that she had cancer. She didn't understand what kind - her English was not good enough to learn what treatments were available, or to express her questions. Throughout the months that followed, she had to ask her ex-husband to accompany her to the doctor's office and serve as translator - an arrangement that left her feeling humiliated and powerless.

Inirida's limited English was also holding her back financially. Back home in her native Colombia, she was a highly respected business accountant for a large company, making the equivalent of an $80,000 annual salary. Here in the US, she worked hard to finally land a job as a bi-lingual customer service representative, with only about a $25,000 per year salary. "If you are not able to communicate," she says, "you are not able to make money."

Inirida's performance was excellent and she had been offered promotions - if she qualified. Advancement was contingent on passing an English test ... something she ended up taking over and over again for five years ... but had never been able to master.

Now, she says with a grin, she has. She credits her private pronunciation coaching at Xavier University with her recent success. After four months of one-hour-a-week coaching sessions, she has accomplished something she has been waiting years for.

Like many international business people now living here, Inirida had strong English comprehension - she could read and write well. She was highly educated and accustomed to being able to express herself eloquently. However, she was extremely frustrated to find that, even when she used the correct words, people still couldn't understand her.

"I am a professional, I speak English - so why couldn't people understand me?" she says. "It wasn't bad English ... it was not the words, I just said the words in different ways. Now I am feeling more confident. People understand me because I pronounce things better and more slowly - now I am able to help more people on the phone.

"Inirida is pleased with the possibility of being promoted at her current job, but what she really wants to be doing is her profession - something she now feels is within reach. "This is helping me to get back in my profession as an accountant. I'm almost there."

Even more important than the promise of career advancement is the effect of fluency on quality of life - and survival. "My cancer came back last year," says Inirida. "Because I improved my English, I was able to understand what happened, and make my own decisions about treatment. Now I am cancer free again. Improving English saved my life."

Cultural Identity Issues

By Anne Golden, Director,
XU Intercultural Communication Group

When preparing to work in a foreign country, there are many things you can plan: you can organize your visa, arrange for accommodations and transportation, and even research the geography of the place you will be living.

However, you are not only traveling to a new land, you are also entering a completely different cultural and psychological terrain. And while many are familiar with the term "culture shock," few realize the loss of identity that can accompany a long-term stay abroad, especially in the workplace.

When companies transfer employees internationally, there's a great deal of focus on the physical aspects of the move. But what about the mental and emotional aspects? What kind of shift is necessary to successfully navigate - or even just survive - in the new environment?

In my mid-20s, I was hired to work in a Japanese high school as its only "gaijin," or outsider. In addition to traditional teaching duties, I was expected to provide the school with an authentic, international presence. I was a walking diversity initiative. But would my assertive "made-in-Maine" personality go over well in rural Japan?

I arrived on the job fresh from graduate school, after thriving in an environment where professionals -- even young, female ones -- were expected to voice their opinions on every topic under the sun. Professors (and later, supervisors) told me they appreciated my direct way of communicating. I had learned that it was smart to assert myself.

I had also read, however, that to gain respect in Japanese culture, I needed to be a lot less direct, and err on the side of being ridiculously polite. Theoretically, I knew what to do ... but I was surprised by the way it made me feel.

One day, when I needed some supplies, I took considerable time to construct an extremely polite request and approached the secretary meekly and humbly. Apparently it worked; I was praised for my modesty.

However, though I was happy to have succeeded, I felt awkward about being rewarded for timidity -- was I an independent New Englander, or a demure Southern Belle? This new way of being, though it was effective in that context, caused me stress. With limited Japanese skills, and few mentors to advise me, it was difficult to adjust my communication style and still feel like it was my own voice. However, if you are to succeed and grow in your work abroad, it is critical to do just that -- both for your career and for your own peace of mind.

Today, 10 years after returning from Japan, one of the most satisfying parts of my job is having the opportunity to help others overcome the challenges that come with working abroad. My mission? To help you be an excellent and effective communicator in your work environment, and still be yourself.

Boosting Your Professional Image

Why should you never wear red to an interview?

What are the most common ways women undermine themselves when they speak?

How can you create a strong, positive professional image, both visually and vocally?

Participants in the December workshop "Looking Good and Sounding Good on the Job," presented by Xavier's Center for Corporate Success and the XU Women's MBA Association, learned essential information on how to make high-impact impressions in the workplace.

Sandra Vogel, Ph D, professional speaker, coach and local director of eWomenNetwork, shared tips on how to dress . Rocco Dal Vera, MFA, published author, CCM faculty member and professional voice actor, demonstrated how dramatically your voice and speaking patterns influence how people perceive you. Together, they taught participants how to present themselves, both visually and vocally, for maximum impact.

According to Sandra, the rule to communication is that you can't not communicate -- make sure you know what you are saying through your tone and your appearance!

For information on future professional workshops and seminars, please click here.