The Features of Communication

 1.2  Features of Communication

Interpersonal communication should not be regarded just as a phenomenon which 'happens' naturally. It should be regarded as a process which involves all the participants negotiating their roles consciously or unconsciously. It transfers signals, including written, verbal, or more subtle, nonverbal signals.

The process moves in a circle. When a speaker or a message sender wants to convey sort of meaning, he first has to encode the message (the information being conveyed) into a form that is appropriate to the communication channel, and then, the receiver decodes the message to understand its meaning and significance. Both the sender and the receiver are of course vital in this circle, even if in very subtle ways such as through eye-contact (or lack of eye-contact) and general body language. The circle forms when the receiver encodes his/her response into an appropriate form and convey it to the sender. 

Misunderstanding may occur at every part of the communication circle. Some of them are even unintentionally.

For example, the tone of our voice may mislead the receiver to a different interpretation of our mood or our emotional state. Or our gestures may be interpreted differently to a receiver from another culture. Therefore, the effective intercultural communication involves minimizing the potential misunderstandings and overcoming the barriers we may come across communicating across cultures.

Practice

Argentina

Handshaking commonwhen meeting for the first time

Titles, especiallyamong the elderly, are very important. Address a person directly by using hisor her title only. A Ph D or a physician is called Doctor. Teachers prefer thetitle Professor. engineers go by Ingeniero. architects are Arquitecto. andlawyers are Abogado. Persons who do not have professional titles should beaddressed as Mr., Mrs., or Miss, plus their surnames. In Spanish these are:

Mr. = Senor

Mrs. = Senora

Miss = Senorita

Most Hispanics havetwo surnames: one from their father, which is listed first, followed by onefrom their mother. Only the father's surname is used when addressing someone

Italian and Germansecond and third languages

Good conversationtopics: soccer, history, culture, home and children, opera

Bad conversationtopics: the Peron years, religion. Falkland Islands conflict

Australia

English is the spokenlanguage

Shake hands whenmeeting and when leaving.

Although uncommon,some women may greet each other with a kiss on the cheek.

Exchanging businesscards is common among professional workers.

Australians arefriendly and open, but directness and brevity are valued.

Opinions arerespected, and opinionated discussions are entertaining.

Be an active listener,and ask if you do not understand something in the conversation.

Do not hype yourself,your company or your information

Sightseeing and sportsare good conversational topics

Afternoon tea is about4:00pm

Tea is between 6:00 -8:00pm and is an evening meal

Supper is a late nightlight meal or snack

Brazil

Handshaking, often fora long time, is common. Shake hands for hello and goodbye: use good eyecontact: when leaving a small group, be sure to shake hands with everyonepresent

When women meet, theyexchange kisses by placing their cheeks together and kissing the air

First names usedoften, but titles important

Music and long,animated conversation are favorite Brazilian habits. When conversing,interruptions viewed as enthusiasm. Brazilians enjoy joking, informality, andfriendships

Portuguese is thelanguage of Brazil

Good conversationtopics: soccer, family, and children

Bad conversationtopics: Argentina, politics, poverty, religion, and the Rain Forest

Stay away from phasessuch as, "Is it true that everyone in Brazil is either very rich or verypoor?" It is very likely you will be talking with someone that isn’teither one

Canada

Use a firm handshake with good eye contact when meeting and leaving. Both French and English areasuse and expect a firm handshake.

Men will wait for awoman to extend her hand for a handshake.

French Canadians will shake hands more frequently, even with a subsequent encounter the same day.Others may just nod or smile at a subsequent encounter on the same day.

Use a person's title if he or she has one. Otherwise, use Mr., Mrs., Miss and the surname.

English is spoken inmost of Canada. French is spoken in Quebec, and some area of Nova Scotia andNew Brunswick

French Canadians mayuse their first name when talking to you on the telephone, but will generallyuse their full name when meeting you in person.

Be open and friendlyin your conversation. If you are naturally reserved in your behavior, you willappear confident and credible. If your natural tendency is large sweeping armgestures, restrain yourself when meeting and talking with Canadians - otherthan with French Canadians.

French Canadians standcloser and are more demonstrative when talking.

For French Canadians,print all material in French and English.

Don't be boastful, and don't overstate your product or service's capabilities. You could implicateyour company in a legal situation.

If you are from the U.S., don't say, "we Americans", inferring you are including your Canadian hosts or guests in your reference. Canada is a distinct country withits own wonderful history and culture.

Chile

With firstintroductions, a handshake is the custom

Male Chileans maygreet each other with hearty hugs, with women customarily kissing each other onthe cheek

Titles are importantand should be included on business cards. Address a person directly by usinghis or her title only. A Ph D or a physician is called Doctor. Teachers prefer the title Professor, engineers go by Ingeniero, architects are Arquitecto. and lawyers are Abogado. Persons who do nothave professional titles should be addressed as Mr., Mrs., or Miss, plus their surnames. In Spanish these are

Mr. = Senor

Mrs. = Senora

Miss = Senorita

Most Hispanics havetwo surnames: one from their father, which is listed first, followed by onefrom their mother. Only the father's surname is used when addressing someone

Good conversationtopics: families, children. Easter Island, history

Bad conversationtopics: politics, human rights. 1988 grape export scare

CostaRica

Handshaking the common greeting. Abrazos (embrace of good friends) is not ascommon as in other Latin countries

Titles are important and should beincluded on business cards. Address a person directly by using his or her titleonly. A Ph D or a physician is called Doctor. Teachers prefer the title Profesor,engineers goby Ingeniero. architects are Arquitecto. and lawyersare Abogado. For persons who do not have professional titles itis common to call a gentleman Don (plus his firstname) and a lady Dona (plus herfirstname). This is how children and subordinates refer to adults, and it is asign of courtesy for people doing business with each other to refer to eachother in this way unless otherwise requested by the person you are addressing.

Most Hispanics have two surnames: one from their father, which is listed first, followed by one from their mother.Only the father's surname is used when addressing someone

Costa Ricans call themselves Ticos (TEE-kos)

Politics are freely discussed because of the stability there

Good conversation topics: children,history, art

Bad topics: any personal criticism,religion

Colombia

Handshaking the customary greeting inbusiness; don't rush it. Colombians take a long time in greetings; they feel it conveys respect for the other person. Among friends, expect the abrazo. or embrace

Titles are important and should be included on business cards. Address a person directlyby using his or her title only. A Ph D. or a physician is called Doctor. Teachers prefer the title Professor, engineers go by Ingeniero,  architects are Arquitecto. And lawyersare Abogado. Persons who do not have professional titles shouldbe addressed as Mr., Mrs., or Miss, plus their surnames. In Spanish these are

Mr. = Senor

Mrs. = Senora

Miss = Senorita

Most Hispanics have two surnames: one from their father, which is listed first, followed by one from their mother.Only the father's surname is used when addressing someone

Bullfighting is popular: don't makenegative comments

Good conversation topics: history,culture, soccer, coffee, gold museum

Bad conversation topics: drug traffic,politics, religion

Ecuador

Handshaking common when arriving and when leaving

Men friends embrace and women friends kiss

Titles are important and should be included onbusiness cards. Address a person directly by using his or her title only. A Ph D or a physician iscalled Doctor. Teachers prefer the title Professor,engineers go by Ingeniero.architects are Arquitecto.and lawyers are Abogado. Persons who do nothave professional titles should be addressed as Mr., Mrs., orMiss, plus their surnames. In Spanish these are

Mr.= Senor

Mrs. = Senora

Miss = Senorita

Most Hispanics have two surnames: one from their father, which is listedfirst, followed by one from their mother. Only thefather's surname is used when addressing someone

Relations with neighbor Peru have always been strained

A famous part of Ecuador are the Galapagos Islands

Good conversation topics: family, culture, history

Bad conversation topics: politics, U.S. political influence

Egypt

Names are often confusing. It's best to get the names (in English)of those you will meet, speak to. or correspond with ahead of time so that you can find out both their full names and how they are to be addressed in person.

Arabic is read fromright to left and books or magazines start at what would be the last page in the U.S.and Europe. Printed literature are preferred to have an impressiveback cover, even if printed in English.

Nearly all Egyptians speak Arabic. Most international business people will speak English. French or both.

Frequently appointments may be interrupted by phone callsand/or visits.

If locating in Egypt, business cards should be printed in English on one side and Arabic on the other.

El Salvador

Handshaking is the usual form of greeting: it is typically limp andnormally lasts longer than a U.S. handshake

Some people merely nodwhen meeting

While Salvadoran men are willing toshake hands with women, the women must first extend her hand. Foreign menshould wait for a Salvadoran woman to extend her hand

Keep the vocal component of your greetingsoft. Many Salvadorans dislike loud persons

Titles, especially among the elderly, are very important. Address a persondirectly by using his or her title only. A Ph D or a physician is called Doctor.Teachersprefer the title Professor,engineers go by Ingeniero.architects are Arquitecto.and lawyers are Abogado.Persons whodo not have professional titles should be addressed as Mr., Mrs., or Miss, plus their surnames. In Spanish these are:

Mr. = Senor

Mrs. = Senora

Miss = Senorita

Most Hispanics have two surnames: onefrom their father, which is listed first, followed by one from their mother. Only the father's surname is used when addressing someone

Good conversation topics: history,geography, culture, families

Bad conversation topics: local politics,religion

France

French is the official language inFrance.

If you do not speak French, it is very important that you apologize foryour lack of knowledge.

Most individuals in business speakEnglish.

The French have a great appreciationfor the art of conversation.

The French frequently interrupt each other, as the argument is a form of entertainment.

The French often complain that NorthAmericans lecture rather than converse.

Be sensitive to the volume of your voice. Americans are known to offendeveryone in a restaurant, meeting, or on the street with their loud voices and braying laughter.

Eye contact is frequent and intense, and can often be intimidating toNorth Americans.

German

German isthe official language.

Approximatelyninety-nine percent of the population speaks German. However, there are several different dialects in the various regions.

Germans loveto talk on the telephone. While important business decisions are not made overthe phone, expect many follow up calls or faxes.

Germans guard their private life, so do not phone a German executive at home withoutpermission

Titles arevery important to Germans. Do your best to address people by their full,correct title, no matter how extraordinarily long that title may seem toforeigners. This is also true when addressing a letter.

Guatemala

Shaking hands and saying "mucho gusto" is very proper

Handshake may seem limp, which is customary

Close friends embrace and pat each other's back

Titles, especially among the elderly, are very important. Address aperson directly by using his or her title only. A Ph D or a physician is calledDoctor. Teachers prefer the title Profesor,engineers goby Ingeniero. architects are Arquitecto. and lawyers are Abogado. Persons whodo not have professional titles should be addressed as Mr., Mrs., or Miss, plustheir surnames. In Spanish these are:

Mr. = Senor

Mrs. = Senora

Miss = Senorita

Most Hispanics have two surnames: one from their father, which is listed first, followed by one from their mother. Only the father's surname is usedwhen addressing someone

Speaking softly considered the polite thing to do

Social conversation before business is the custom

Good conversation topics: Guatemalan geography, history, culture

Bad conversation topics: politics or "the violence" since 1978

Hong Kong

The handshake is fairlycommon in Hong Kong，however a slight bow will show a sign of respect.

A round of applause may greet you during your visit. The Chinese like to applaud. Youare expected to return the applause outof respect.

Because Hong Kong is so densely populated the Chinesetend to converse very closelytogether.

Silence is held in high regard inHong Kong. Allow your host to contemplate without interruption.

Names are usually written in the following order the last name first, middle name second and the first namelast.

Use titles with names whenever possible.

Appointmentsare recommended.

Punctuality is expected.

Use only black and white materials for presentations, as colors are very significant.

Patience is important. The Chinesedo not make business decisions quickly.

India

There aremore than fourteen major and three hundred minor languages spoken in India. The official languages areEnglish and Hindi. English is widely used in business, politics and education.

The word "no" has harsh implications in India. Evasive refusals are morecommon, and are considered more polite. Never directly refuse an invitation, avague "I'll try" is an acceptable refusal.

Do not thank your hosts at the end of a meal. "Thank you" isconsidered a form of payment and therefore insulting.

Titles are very important. Always use professional titles.

Indonesia

Shake hands upon greeting and leaving, and always using your right hand.The handshake is limp and lasts I0- 15 seconds.

For religious reasons (Muslim and Hindu) men and women do not touch in public in thisculture.

Women do not offer a handshake to an Indonesian man. However, should aman extend his hand, always shake hands。Some Indonesian men may follow westernbusiness rules in a business setting.

Men do not offer a handshake to an Indonesian woman. Reciprocate,however, if she initiates.Indonesian Chinese may bow, or combine a bow with ahandshake.

Greetings are not to be rushed. They carry importance and formality.

Presenting your business card follows introductions. A person's name isvery important.

Develop a habit of paying close attention during introduction.

Present a business card to each person you are meeting. Offer your cardwith the printing positioned so the recipient can read it. Your right handholds the card, with your left hand supporting your right wrist. Your card willbe received with both hands.

Time is taken to carefully read the card.

When presented another person's business card, follow this same ritual.

Never write on a business card.

Never carry your business cards, or place another person's business cardin a back pocket.

Print your business cards in English, with the reverse side printed inIndonesian.

Address each person using his/her title plus full name. A title may be anhonorific title or an academic title.

Rank and status is very important in this culture.

One important honorific title is for Muslims who have made a pilgrimageto Mecca. Haji is the title for a man. Hajjah is for a woman.

Mr., Madam, Mrs. or Miss is used if a person does not have a title. Aman is addressed as Pak (Mr.) or Bapak(Sir). A lady is addressed as Ibu.People are normally called by their firstname, as in Mr. Robert or Miss Susan, rather than using their lastName.

Married Chinese women keep their maiden name.

Selamat means peace and is a traditional greeting.

"Yes. but" means no when someone is speaking to you.

Never allow your voice to get loud, whether in anger or joy.

Expressing anger in public through tone of voice, loudness, or bodylanguage is always inappropriate.

Do not use red ink when writing, or having printing done (Chinese).

Italy

Italian is the official language, although there are many diverse dialects.

English is spoken by manybusinesspeople.

Avoid talkingabout religion, politics, and World War II.

At socialgatherings, it is considered insulting to ask someone youhave just met about their profession. •Goodconversational topics include Italian culture, art, food. wine, family, andfilms.

Japan

In Japan,business cards are called meishi. Japanese give and receive meishi with both hands. It should be printed inyour home language on one side and Japanese on the other. Present the card withthe Japanese language side up.

The card will contain the name and title along with the company name,address and telephone number of the businessman. In Japan, businessmen are call"sarariman." A sarariman who does not have a

Take specialcare in handling cards that are given to you. Do not write on the card. Do notput the card in you pocket or wallet, as either ofthese actions will be viewed as defacing ordisrespecting the business card. Upon receipt of the card, it is important to make a photocopy of the name and titleof the individual in your mind. Examine thecard carefully as a show ofrespect.

In a business situation, business cannot begin until the meishi exchange process is complete.

The customary greeting is the bow. However,some Japanese may greet you with a handshake,albeit a weak one. Do not misinterpret a weakhandshake as an indication of character.

If you are greeted with a bow, return with a bow as low as the one you received. How low youbow determines the status of therelationship between you and the other individual. When you bow keep your eyes low and your palms flat next toyour thighs. The business card should be given afterthe bow. This is very important to remember.

Inintroductions use the person's last name plus the word san which means Mr. orMs. The Japanese prefer to use last names. Do not request that they call you by your first name only. If you are uncertain about the pronunciation of a name, ask forassistance.

Understand that the Japanese prefer not to use the word no. If you ask a question they may simply respond with a yes butclearly mean no. Understanding this is critical in the negotiation process.

In Asia the number 4 is bad luck, because in Japanese it sounds like the word 'shuh-shuh',which sounds like the word for death.

Mexico

Refrain from usingfirst names until invited to do so.

Titles are important and should be included on businesscards. You may directly speak to someone by only using his or her title only, without including the last name.

Doctor is a physician or Ph. D. Professor it the title for a teacher. Ingenierois an engineer. Arquitectois an architect. Abogadois a lawyer.

People without professionaltitles are addressed using Mr., Mrs., orMiss and his or her surname. Senor is Mr., Senorais Mrs., and Senoritais Miss

Hispanics generallyuse two surnames. The first surname listed is from the father, and the second surname listed is from the mother. When speaking to someone use his or her father's surname.

A married woman willadd her husband's father's name to the end of her name, usually shown as de (name) when written. This woman would be formally addressed as Senora de (name).

In speaking to this same married woman less formally, you would simply say Senora (name).

Do not use red inkanytime you are writing someone'sname.

The traditional toast in Mexico is Salud(Sal-UUD).

Mexican's use a"psst-psst" sound to catchanother's attention in public. This is not considered rude

Mexicans refer to people from the United States as North Americans.

Good conversational topics are Mexican culture, history, art. and museums.

Never discuss theMexican-American war. poverty, illegal aliens, or earthquakes.

New Zealand

The official language is English.

When meeting someone, and when leaving, use a firm handshake withgood eye contact. Good eye contact means looking into the other person's eyeswhen shaking hands, not looking down at your hand. The eye contact is maintained during the handshake. You are not staring at the other person, butshowing genuine interest in meeting or seeing the person.

Men generally wait for a woman to be the first to extend her handfor a handshake. Women do shake other women's hands. Use your same firmhandshake with good eye contact.

When you are meeting someone, say "How do you do?" Amore relaxed greeting, such as "Hello", is reserved for the meetings after you've had the opportunity to get to know the person.

The people are reserved, but always very warm and polite when you meet them.

Address a person using his/her title, or Mr., Mrs., Miss plus thefull name.

Honesty is the best policy. Don't hype your product or service,and don't be a braggart.

Do not allow your voice to get loud. Maintain a reserved manner.

Politics, sports, and weather are good conversational topics, andmay be hotly debated. In order to be a good conversationalist, stay current andinformed on critical topics. One in particular is New Zealand's "nuclearfree" zone.

Avoid confusing or comparing New Zealand with Australia, as theyare two distinct countries. If you are not familiar with New Zealand, spend time before your trip to learn about the history and culture.

Panama

Handshakingthe custom; old friends embrace

Titles are important and should be included on business cards. Address a persondirectly by using his or her title only. A Ph D or a physician is called Doctor.Teachersprefer the title Profesor.engineers go by Ingeniero. architects are Arquitecto.and lawyersare Abogado.Persons who do not have professionaltitles should be addressed as Mr., Mrs., or Miss, plus theirsurnames. In Spanish these are:

Mr. = Senor

Mrs. = Senora

Miss = Senorita

Most Hispanics have two surnames: one from their father, which is listedfirst, followed by one from their mother. Only thefather's surname is used when addressing someone

In business,conversations begin with much small talk

Good conversation topics: family, hobbies, basketball, baseball

Bad conversation topics: former Canal Zone, race problems,politics

Russia

Russian is the official language.

Speaking or laughing loudly in public is consideredrude, as Russians are generally reserved and somber.

Many Russians speak English, as it is often taught beginning in the third grade.

Russians are highly literate, and have almost a 100% literacy rate.

Good topics of conversation include peace, the current changes taking place in Russia, and their current economic situation.

Saudi Arabia

Do not discuss the subject of women, not even to inquireabout the health of a wife or daughter. The topic of Israelshould also be avoided. Sports is an appropriate topic.

Names are often confusing. It's best to get the names (in English)of those you will meet, speak to. orcorrespond with before hand. Find out both their full names and how they are to be addressed in person.

Communications occur at a slow pace. Do not feelobligated to speak during periods of silence. "Yes"usually means "possibly".

Your Saudi host may interruptyour meeting or conversation, leave the room and be gone for 15 to 20minutes for the purpose of his daily prayers.

At a meeting, the person who asks the most questions islikely to be the least important. The decision maker is likely a silent observer.

A customary greeting is salaamalaykum.Shaking hands and saying kaif hal ak comes next.

Spain

Spain has four ’official’ languages.

There are several unique languagesspoken in Spain besides the predominant Spanish. These include Catalan, which isspoken in the regions of Catalonia, the Balearic Islands, and Valencia, whereboth Castilian and a dialect called Valencianare spoken. Gallego(orGalician), is popular in northwest Spain. Each of these languages has differentpronunciations and spellings. Additionally, the native language of the Basqueregion is called Euskera. It is not aform of Spanish, and its origins are unknown.

A large portion of your communicationwill take place over lunches and dinners. They are an extremely important partof business life in Spain.

During business negotiations, rules andsystems are only used as a last resort to solving a problem.

During business meetings, doors areusually kept shut.

Business colleagues often dine together, but different ranks within a company do not mix.

SouthAfrica

The handshakeis the most common greeting. There are a variety of handshakes between ethnic groups.Use titlesand surnames to address people.

Appointments should be made starting at 9 a.m.

Do not rushdeals. South Africans are very casual in their business dealings.

Businesscards have no formal exchange protocol.

South Africans prefer a "win-win" situation.

Taiwan

A nod of your head is an appropriate greeting.

Handshakes are for casual meetings and introductions.

Bowing slightly is a good way to show respect with your hands to your sides and yourfeet together - More Japanese than Chinese.

Business has become westernized and both men and women shake hands

"Have you eaten?" is a standard greeting. It is more of a rhetorical question.

Always wait for introductions.

Punctuality is of great importance in Taiwan.

United Arab Emirates

Do not discuss the subject of women, noteven to inquire about the health of a wife ordaughter. The topic of Israel should also be avoided. Sport is an appropriate topic.

Names are often confusing. It's best to get the names (in English)of those you will meet, speak to. or correspond with. Learn both their full names and how they are to be addressed in person before you meet.

Communication is slow, do not feel obligated to speak during periods of silence. "Yes"usually means "possibly".

Meetings are commonly interrupted by phone callsand visits from friends and family.

The person at a meeting who asks the most questions islikely to be the least important. The decision maker is likely a silent observer.

A customary greeting is salaam alaykum.Shaking hands and saying kaif halak follows.

UnitedKingdom - Great Britain - England

"Americaand Britain are two nations divided by a common language" George Bernardvjas once quotedas saying.

In England.English is the official language, but it should be noted that Queen's Englishand American English are very different.

Often times ordinary vocabulary can differ between the two countries.

Loud talking and disruptive behavior should be avoided.

One gestureto avoid is the V for Victory sign, done with the palm facing yourself. This isa very offensive gesture.

If a man has been knighted, he is addressed as "Sir and his firstname" example: Sir John. If writing a letter, the envelope is addressed"Sir First name and Last name" example: Sir John Roberts.

UnitedStates

Offer a firm handshake, lasting 3-5 seconds, upon greetingand leaving. Maintain good eye contact during your handshake. If you are meeting severalpeople at once, maintain eye contact with the person you are shaking handswith, until you are moving on the next person.

Good eye contact during business and socialconversations shows interest, sincerity and confidence.

Good friends may briefly embrace, although the larger the city, usuallythe more formal the behavior.

Introductions include one's title if appropriate, or Mr., Ms,Mrs. and the full name.

Business cards are generally exchanged during introductions. However, they may be exchanged when one party is leaving.

A smile is a sign of friendliness, and in rural areas you may begreeted with a "hello" rather than a handshake.

Ask permission to smoke before lighting a cigarette or cigar. Due to healthconcerns, you may or may not be given permission.

Venezuela

Handshaking by both sexes common andcustomary; shake hands on greeting and departing. The handshake isfirm

Good friends hug and women kiss cheeks

Avoid dominating the conversation.Venezuelans like to be in control

Titles are important and should be included onbusiness cards. Address a person directly by using his orher title only. A Ph.D.D or a physician is called Doctor.Teachersprefer the title Professor,engineers go by Ingeniero, architects are Arquitecto,and lawyersare Abogado.Persons who do not have professionaltitles should be addressed as Mr., Mrs., or Miss, plus theirsurnames. In Spanish these are:

Mr. = Senor

Mrs. = Senora

Miss = Senorita

Most Hispanics have two surnames: one from their father, which is listed first, followed by one fromtheir mother. Only the father's surname is used when addressing someone

Good conversation topics: business,art, literature, history

Bad conversation topics: local unrest,inflation, politics