Language & Intercultural communication in workplace | professional communication| iukl by FARAHIM AKBAR

LANGUAGE & INTERCULTURAL COMMUNICATION IN THE WORKPLACE

COURSEWORK

PROFESSIONAL COMMUNICATION

COURSE CODE

LANG 2128/MPU 3273

SEMESTER

MARCH 2021

LECTURER

MS. NURSYAHIRAH@SYIRA

STUDENT

1. SITI NURFARAHIM 203022287 2. SYAZA SYAZANA 203022284 3. MOHAMED MASOODH 183920500

TABLE OF CONTENT INTRODUCTION 1.1 Definition 1.2 Understanding intercultural in malaysia 1.3 summary

2 2 5 6

INTERCULTURAL COMMUNICATION AT WORKPLACE 2.1 Meaning of culture 2.3 Diversity in workplace focus in malaysia 2.4 Intercultural language at work 2.5 Barriers in intercultural communication 2.6 Summary

7 7 8 8 10 11

INTERCULTURAL COMMUNICATION IN PROFESSIONAL SPHERE

3.1 Intercultural understanding in organizations 3.2 Intercultural language in certain working conditions NEUTRALIZING INTERCULTURAL COMMUNICATION CONFLICTS

12 13 14

4.1 prevention of miscommunication intercultural community in workplace

4.2 Importance of intercultural communication

CONCLUSION

Section A 1. INTRODUCTION

1.1 Definition

General communication "Communication" is simply "conveying information" from "one place, person or group to another". Each "communication" involves a minimum "sender", "message" and "recipient". General communication is communication in which participants not only exchange information, news, ideas and feelings, but also form and share their opinions on the general topics they are communicating. It basically includes any interaction between random people discussing routine issues, regardless of the mode of communication. Elementary level General communication A group of friends comes together. Gossip between friends. “ General communication '' includes a “general message '', an “informal approach and style '', there is no complete “communication model '', especially “verbal '', not necessarily for a particular audience, and justly. does not imply the use of “graphic or technical vocabulary ''. The "communication" of a message from sender to receiver is affected by "various things," including our emotions, the media used to communicate, "cultural situations," and our location. Workplace The workplace is where people perform tasks, jobs, and projects for their employers. The types of workplaces differ by industry and can be located inside or outside a building. Workplaces can be mobile and multiple people can work in different locations on different days. The growth of technology has resulted in a new type of workplace, virtual, which allows people to work remotely. The work environment depends on the type of work required and the industry. A good workplace makes it possible to develop a co-working plan with business leaders. Companies also train leaders in building interpersonal relationships. Apart from being great places to work, there are also places where people interact with people in

the company. Companies will always include employee feedback in the workplace model. Communicate workplace and policy changes to teams and implement workplace improvement plans. Intercultural, multicultural and cross cultural Intercultural describes a community in which there is a deep understanding and respect for all cultures. Intercultural communication focuses on the mutually beneficial exchange of cultural ideas and norms and the development of deep relationships. In an intercultural society, nothing stays the same when everyone learns from each other and grows together. By (Schriefer, P. 2016) From Ehlion team 2020, In international affairs, not knowing cultural differences can have serious consequences. In fact, all campaigns should be withdrawn because there has been no research on cultural awareness before. Not surprisingly, intercultural understanding and communication is a top priority in international business today. Knowing a foreign language is only part of the picture - the background of culture, values and beliefs of others must also be understandable. Intercultural communication skills are important here. Importantly, you know that every culture may have different social conventions. For example, American counterparts like gossip to create rapport first, then the British people can try humor and Germany tends to go straight to the point. Cross cultural correspondence with different cultural comparisons. Incross cultural communication, differences are understood and recognized and can lead to individual change, but not collective transformation. In cross cultural society, one culture is often considered the "norm" and all other cultures are confronted or contrasted with the dominant culture. (Schriefer, P. 2016) In a website name communication theory saying that, cross cultural communication has been influenced by various disciplines. Misunderstandings must be avoided that can lead to conflict between individuals or groups. Intercultural communication creates trust and enables collaboration. The goal is to give the right answer, not the right message. When two people from different cultures meet, they not only have different cultural backgrounds, but also their speech systems are different. Cross-cultural communication will be more effective and easier if both speakers are familiar with the alternation system used in conversation (for example,

one person may not have a monopoly on the conversation or only one person can talk at a time). Multicultural refers to a society made up of different cultural or ethnic groups. People live side by side, but not all cultural groups necessarily have interesting interactions with each other. For example, in a multicultural environment, people can often visit ethnic supermarkets and restaurants without actually interacting with their neighbors in other countries. In Sociology, Robert Longley 2020, multiculturalism explains how a particular society treats cultural diversity. Multiculturalism enriches society by maintaining, respecting and encouraging cultural diversity based on the fundamental assumption that members of very different cultures can coexist peacefully. It expresses the idea of doing. In the field of political philosophy, multiculturalism refers to the way societies choose to formulate and implement formal policies related to the fair treatment of different cultures. 1.2 Understanding intercultural in malaysia University researchers often start from the observation that "culture" is a vague word. Or better yet, a word with a different meaning. Culture is a unique combination of rituals, religious beliefs, ways of thinking and behavior that unites a group of people. Malaysia is a multinational country made up of the country's three main races. Every culture in Malaysia has inherited traditions believed before their ancestors and passed down through future generations. This results in good values and moral labels. It is important to understand that communication between cultures is important because we are overwhelmed by other cultures. This results in a more conscious understanding of culture, as people are generally curious and try to communicate. By studying culture, everyone has a more comprehensive view than other people, religious beliefs and ways of believing in others. Malaysia has gone through episodes of ups and downs in bringing these three ethnic groups to unite as one.

1.3 summary Communication is important for us to live in society. Communication is now generally developed from the intrapersonal stage through the interpersonal, intercultural and intracultural stages. Messages can communicate with people, people in small and large societies. People can belong to the same group or different types of political groups, leaders, scientists, doctors, and professionals. Today's global intercultural communication has to meet the needs of different groups in every country, race, religion, culture, profession and politics. Today we are assured of a global economy, dependent conditions, and intercultural communication must be used in a profitable way. The application is global because this establishment has an extensive network throughout the world. Intercultural Communication is important to increase business and maximize profits by better tailoring the workforce and knowing the needs of consumers. Intercultural theory is now widely used in the fields of education, health and other public services. This development is necessary because of the growing multicultural population groups. Because people live together with different backgrounds , people need to empathize with society. For this people need to share their information, thoughts and ideas. This is called communication, and through communication, they quote opinions, let others know about this and participate in daily activities. Avoiding community separation, relying on the achievement of goals, obedience, etc. as a goal of intercultural communication.

Section B 2. INTERCULTURAL COMMUNICATION AT WORKPLACE 2.1 Meaning of culture Culture can be seen as knowledge and characteristic of a particular group of people that encompases the religion, beliefs, language, arts, foods, human sociolities, norms, social behavior, customs and habits.Culture can also be defined as a social sphere that emphasizes the way of life for each group of people that have different at a particular time. Culture can be learned through a shared pattern of behaviors, communication, interaction, cognitive constructs and socialization. The concept of culture can be expressed physically through architecture, technology and arts. While verbally through the way of thinking, acting, behavior and morals.

2.2 Meaning of intercultural communication Intercultural communication is an interaction made towards people with different groups of cultural backgrounds. These different groups of people are trying to perceive and to know one another. Knowing the language is only part of understanding. It is important to have knowledge about the other party's culture, belief, values, standard, behavior and character. This is where Intercultural communication encourages positive interaction, effective skills and harmonious relationships towards different parties especially in this globalized world.

2.3 Diversity in workplace focus in malaysia According to new research Workplace diversity is increasingly important in business as it is seen as a foundation for innovation and creativity that can provide a competitive advantage to organizations. Only 44% of companies surveyed are supportive of diversity efforts, one of them is Malaysia. In Malaysia, is a company prioritising diversity in gender (47%), followed by age (40%) then minority ethnic groups (25%) But what is diversity? It is the coexistence of different genders, races / ethnicities, age groups, cultures and personal attitudes in the workplace. … (The Importance of Workplace Diversity in Asia | JobStreet.Com MY, n.d.). For organizations that want to develop a more diverse and inclusive workplace, it is important to understand what diversity in the workplace means. Diversity in the workplace is the variety of differences among individuals in an organization. Diversity includes not only how people identify themselves, but how I find someone else. Diversity in the workplace includes differences that vary between communities. Diversity in the workplace is important because it has intangible value that can be seen by differing ideas, experiences and personality that are derived from a variety of history. Diversity drives innovation and is a crucial component of success on global platforms. Having an intercultural network promotes creativity, according to the findings of Harvard Business School. diversity in the workplace provides multiple solutions to business problems, improving the adaptation of organizations in different economic and market landscapes. in addition, the range of skills also allows different approaches to the delivery of organizational services; This is especially true when breaking language and cultural barriers in areas such as marketing, product placement and attracting local talent. then it gives you ideas that, when properly blended and blended, will stimulate innovation and creativity. finally, have more than one type of skill / talent available to cross a job, making it easier to accelerate the workforce, increase resource allocation and encourage skills training (The Importance of Workplace Diversity in Asia | JobStreet.Com MY, n.d.). 2.4 Intercultural language at work In the workplace, there is a mix of organization by a group of people that can consist of employers, employees, clients, and outsiders. These people are responsible for creating a workplace that has values, traditions, cultures, good attitudes and behaviors between them. One of the keys that hold the workplace together is communication. It plays an important role to keep the organization with

different peoples to function well. In the workplace especially those that have made international contact or have multiple people with different backgrounds in their organization are common to be exposed to cross-culture interaction. Meetings, work travels, work seminars, and learning are things that need to be done for work. Hence, the importance of intercultural language is important since humans naturally have a hard time adapting to different peoples and places. Intercultural language relates with interaction, speeches and communication towards people with different background cultures. Having multiple language skills to understand others determines the comprehension, response and attitude that will get from colleagues, subordinates, clients and superiors. Not knowing a certain language that allows exchanging speeches with others shows poor communication skills that are commonly encountered in the workplace. Two people with poor communication skills make it hard to grasp each other's attention and meanings in conversation. While if only one person is good and another one has poor intercultural language skills, it will result in one-sided communication where only one side gives and receives benefits. Miscommunication can lead to slanders and cheats that can be seen as unprofessionalism in the workplace. There is also another term called cultural-shock where a person experiences anxiety and confusion in a non-familiar culture. This is why knowledge is important especially in language since it is the main key to start an interaction. There are also cases where the same language was used but they have different dialects that results in stuttering and lack of understanding. Language barriers can lead to ethnocentrism or cultural ignorance where thinking their own culture was the correct way of living. It is an unethical and selfish thought that does not represent good intercultural communication in the workplace. Fortunately, someone with poor intercultural language skills in the workplace can easily overcome and accommodate them. The workplace can easily hire an interpreter or enlist employees that have good language skills and communication skills. This person not only can do a good job in interaction with other parties but also could influence other employees the importance of multicultural language skills. Using simple and plain language is also a good way to communicate with one another. When trying to explain things, it is desirable to not use bombastic and hard words to look intelligent or gain favours. Since not all people have good multicultural language skills, it is important to highlight the main points and enhance them with simple sentences. Not understanding other people can be frustrating, but it is ethical to keep calm, be respectful and stay diligent in any situation since it could affect the working credibility and attitude of people involved. Intercultural language at work can

be a challenge, however it is also a stepping stone into a better culture that drives innovations, expands knowledge and successful relationships towards employers, employees, clients, and other people.

2.5 Barriers in intercultural communication Not all people possess intercultural communication skills that can be used in communication and interaction towards people with different backgrounds. The skills would be a great advantage in handling work, business and daily interaction. However, there are some barriers in intercultural communication where people get hit with anxiety when they are exposed to something unfamiliar. These could result in mistakes due to lack of knowledge and understanding of one another. There are lists of issues in intercultural communication that could bring negative effects on work ethics. First, is a common practice of stereotyping people that are unfamiliar and different. These cases happened a lot in the past where at that time there were only certain workplaces that have a chance to interact with people of different background cultures such as big globalized companies and

international partnerships.

Stereotyping is assuming other people first hand without learning and interacting with them. Assuming something bad could result in bad impressions and rude behaviour. Second is ethnocentrism is known as a selfish behavior when there is a sense of superiority in their own culture while looking down on others. These issues happen frequently today where a local person will show ignorance towards their colleagues that are foreigners and they would create their own group of people without interacting with one another. These could worsen the relationship between colleagues and bring affect in work. Next is unnecessary and irrational judgement on certain people called prejudice. It is a negative perception on culture, language, race, religion and others. Prejudice is a hindrance of

intercultural

communication that could victimize and slender people. This bad principle will be a source of mistakes, arguments and bad blood between colleagues. One of noticeable issues is language barriers where it is the key to exchange ideas, speeches, values and communications. Lack of knowledge in certain languages tends to withdraw conversation, bad performance and low understanding. In the future, communication will be more focused in the virtual world because of pandemic situations. People did not get a chance to work together face-to-face and build relationships with one another. Intercultural communication is more challenging where there might be unfair contributions between colleagues since it's hard to focus on one person virtually.

Location of each person also needs to be considered since there are different time zones and reception

altitudes that could

become obstacles in communicating. Intercultural

communication takes place between two groups of people with different background cultures. It is normal to have many barriers in making interactions since it involves various people. However, it could have negative effects on the workplace if it is not handled smartly.

2.6 Summary A lot of studies and current reality shows the importance of intercultural communication in the workplace or in general. Exchange speeches and interaction between people that have different background cultures increase awareness of how important it is to gain knowledge, understanding and respect during work or even in daily lives. However, some cultural and social issues tend to become a barrier that could cause sensitivity, mistakes, misunderstanding and could come out as rude. Fortunately, these problems are not permanent and can be changed for better benefits.

Section C 3.

INTERCULTURAL

COMMUNICATION

PROFESSIONAL

SPHERE The workplace is a highly meaningful context of intercultural communication where persons who come from different countries, identify with different ethnic groups or speak different languages get to collaborate and develop relationships with one another (Lahti & Valo, n.d.). As the world is in the peak of globalization, workplaces are getting increasingly competitive, filling with workers of different cultural backgrounds from various countries. Thus, communicating with customers, colleagues and partners across international borders is now an everyday occurrence for many workers around the world. Consequently, employers are under strong pressure to find employees who are not only technically proficient, but also culturally astute and able to do well in a global work environment (British Council, 2013). Intercultural communication looks at how people communicate verbally and non-verbally, manage, work together, approach deadlines, negotiate, meet, greet, build relationships and much more. However, usually companies and individuals who participate in various diverse workplaces and business deals fail to address such areas. As mentioned before, greater understanding of intercultural differences, etiquette, protocol and communication as well as more informed planning will certainly lead to a much higher probability of achieving business goals. Thus, this could be achieved by implementing effective cross-cultural communications to international businesses and workplaces which will help companies and businesses to find solutions to the challenges that cross cultural differences carry. 3.1 Intercultural understanding in organizations

Intercultural communication between subordinates can occur in various ways. These include the communication that takes place between a manager and employee, among work colleagues, and even between employees with clients. As mentioned earlier, such communications are intercultural only if the two individuals involved practice a different culture from each other. When a manager and an employee of a different culture communicates about a work topic, they must understand and be respectful to each other’s traditions and beliefs so that the message can be communicated effectively.

This will also prevent both parties getting offensive to each other, at any instance. Which then reduces personal problems between employees. This applies generally to all workplace communications. Therefore, organizations now are highly responsible to develop employees' social and interaction skills. It will not only create a stable environment for all employees to build a strong relationship, but will also improve the overall performance of an organization. With a good understanding of intercultural communication, an organization can increase its performance by improving the communication between different people, different linguistic and cultural backgrounds. Such easy and better communication in the workplace will help to do work faster and more effectively. Especially between colleagues of various cultural diversification. Moreover, intercultural communication is about managing a diversity of languages. Thus, usage of native-language slangs and styles in workplaces with foreign members, colleagues and foreign clients with different cultures is not recommended. As it will cause confusion, and the communications that take place between colleagues will not be successful. Also, different cultures have different attitudes and ways to greet as well. That being the case, it’s crucial to understand such styles and methods of language practiced at professional workplaces. Which will lead to better intercultural communication. (G, 2018)

3.2 Intercultural language in certain working conditions The influence and power of language is meaningful to workplaces consisting of various cultural and ethnic group members. As communities differ by ethnic, racial, cultural or gender-related language use. Thus, they have its unique norms, forms and codes for communication. For instance, interactions within different groups of people vary in frequency and value of speaking, interpretation of speaking performances, and shared language forms. Not all group members communicate in the same way (Koppa, 2013). A study by Lauring (2011) suggests that barriers and misunderstandings in intercultural communication cannot be derived exclusively from cultural differences. Hence, intentions of individuals and groups in the social organization of relationships and power relations play a role as well. Lauring also argued that a more complex theory is needed to explain the dynamic process of intercultural communication than the common assumptions of a one-way link between general culture and communicative differences (Chen & Cheung, 2008). Hence, according to this study, it is known that issues on intercultural communication at the

workplace occurs not only from barriers and misunderstandings but also depends on the relationships between employees and as well as how well the power is being used by the managers. Moreover, Lauring (2011) also suggested that, each organization has their own culture and social structure, and the fact that communication is the indispensable factor in the creation of culture. Thus, a workplace with its unique composition of employees will never be found somewhere else (Chen & Cheung, 2008).

Section D 4. NEUTRALIZING

INTERCULTURAL

COMMUNICATION

CONFLICTS 4.1 prevention of miscommunication intercultural community in workplace Companies that deal with business internationally have more tendencies in meeting various people with different cultural backgrounds. It is exciting and interesting to have interacted with them. However, we can't ignore that there is quite a challenge since handling humans with subtle differences is often hard. Misunderstandings, confusion, embarrassment, conflicts and mistakes could happen if we don't have the knowledge before approaching intercultural communication. There are some precautions that could be taken by companies or the individuals themselves. First, is to have a different perspective. Everyone has a different way of thinking due to influence on different cultures. It is helpful to widen your point of view by looking through different perspectives. Frequent interaction could help to change the way of thinking results in more understanding with other people. Secondly, try to be open minded. A closed minded person can be a hindrance to intercultural communication since they tend to act passive, rude and aggressive in the way they act and think. Although it's normal that not everyone has knowledge in language or other cultural values. However, by becoming an open minded person, it gives them the opportunity for them to learn, understand and improve themselves along the way. People in the workplace tend to find open minded people are easy to get close to. Next, is to be sensitive when handling intercultural matters. During work, there are times where few groups are created for work. To improve a team productive environment, employees are encouraged to minimize the differences between them and focus on their goals. By bringing a group of diverse people will create a new environment that makes them need to socialize and communicate with one another. Furthermore, every new acounter is an unfamiliar feeling, especially in a workplace. The first thing that one should do when working with different people, is adapting with them whether in environment, behavior, character or culture. The reason is so that we do not unintentionally

offend someone else who we are not familiar with. Following the flow in every situation could prevent conflicts since we tend to act carefully by reading the surrounding environment. Finally, There are a lot of precautions that someone could take to prevent intercultural communication conflicts. Prevention comes within themselves. The more someone improves the better the environment in the workplace. 4.2 Importance of intercultural communication Intercultural communication is an essential part of our daily lives such as navigating, business exchange, learning and others. It is also important in the workplace that is gradually used for interaction, discussion, exchange of ideas, speeches and more. Understanding the importance of intercultural communication is crucial for everyone, especially for someone that has interaction to globalize communities that have different cultures, religions, nationalities, language, cuisines and more . Some of the importance of intercultural communication especially in the workplace are positive economic outcomes. Both parties are expected to be aware of the cultural difference and able to communicate with one another. Intercultural communication plays an important role in business related work that could affect the economy of an individual, teams, partnership, companies, brands and more. Effective knowledge is also gained through successful intercultural communication. When frequently in contact verbally and nonverbally with people with different backgrounds, it's common to learn new interesting things such as culture differences, language, morals, values, behaviors and other knowledge. It would be beneficial if we could take notes of this knowledge and make use of it in the future. These will make them capable of being more sensitive and aware of every action and speech that could prevent mistakes and rudeness. Next is having the ability to exchange professional communication. It's common in the workplace to interact with colleagues, saburnates, clients, partners and employers. An excellent two way communication will result in give and take situations where both parties gained benefits during the discussions. This creates a good environment between two parties since they can easily understand one another. Through intercultural communication, people can develop relationships with one another without considering differences between them.

Building a relationship is one of the

important things that need to be done in a professional profession where both sides could

exchange benefits regarding work or personal matters. It is important to be aware and cautious with the surrounding environment and people in it such as suburnate, clients, partners, and others to avoid bad relationships with them. There’s no mistake that there are barriers when achieving excellent intercultural communication in the workplace and gaining benefits from it. However, thinking about what we could gain from it will be worth learning. Knowledge about multicultural communication comes with the great responsibility of understanding both sides of parties that have different cultural backgrounds while maintaining two ways to benefit professionally. 4.3 Effective intercultural communication (recommendation) There are many strategies that can be used to improve and understand more about intercultural communication skills in both formal and informal approaches. To effectively communicate, we must first make sure the intention is clear, understand the situation, environment and what kind of people with different cultures that will be dealing with. There are few suggestions that can improve intercultural communication effectively, especially in the workplace.. First, is to Join an international association, organization, and clubs. These courses can depend on individual self improvement or the company taking action by encouraging their employees to join them. These associations commonly hold events, meetings and gatherings that showcase relationships between members with different cultures. They are free to interact and learn about one another with the involvement of fun activities, cultural dances, vast choices of cultural foods and more. These can improve social interaction, understanding and learn new things that can bring benefits when working and doing international business later. Secondly , when initiating communication it is best to avoid colloquialisms, jokes or idioms. Depending on the situation, if it is someone that you are already fond of, there is no problem to take things lightly in a conversation. However, humor and jokes culture are considered rude in professional meetings and work related interaction. Especially regarding culture, the other parties that have different background cultures could easily be offended. Hence, avoiding these costrophy is one way to improve intercultural communication effectively. Thirdly, get the right education especially in foreign languages. Companies appreciate their employees who can speak more than one language since they could help in international affairs that needed to exchange speeches and understand the whole conversation. Learning a new language depends on individual or company encouragement. Whichever both bring the same benefits could help both ways.

Next is mirroring body language. Knowing multiple languages is the key to understanding conversation. However, we also need to pay attention to their body language, especially to those who are not good at it. Body language consists of eye contact, physical approach, personal space and hand gestures. Knowing these creates a common ground with the other people in unfamiliar conversations. Finally, do homework that could help in intercultural communication such as taking classes, browsing the internet, watching international movies, reading or always meeting with people with different cultures. These little things that can be done in daily life could be one of the factors to improve intercultural communication. Self study and doing homework are important since you become more observant and listen to surrounding people. These awareness could help to get used and understand more before initiating intercultural communication in the workplace.

Section E CONCLUSION Intercultural communication takes place when individuals influenced by cultural communities negotiate shared meanings in interaction. In organizations it is identified as a foundational concept for communicating between cultures and a framework for understanding any culture. Having effective skills in performing and managing intercultural communication at workplaces will help to establish successful business deals involving international partners and so on. Thus, improving profitability. This report provides a well explained description of intercultural communication and highlights mainly on the existence of intercultural communication at workplaces and in the professional sphere. Also, a significant discussion on intercultural conflict resolution has also been added. Lastly, recommendations to establish effective intercultural communications have been included.

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