Understanding Understanding Intercultural Intercultural Communication Communication Second Second EditionEdition

Chapter 9

How Can We Manage Intercultural Conflict Flexibly?

Stella Ting-Toomey & Leeva C. Chung

OXFORD UNIVERSITY PRESS

PowerPoint Slides Designed by Alex Flecky and Noorie Baig

TODAY’S MENUTODAY’S MENU

I. Intercultural Conflict: Cultural Background Factors

II. Intercultural Conflict Process Factors

III. Flexible Intercultural Conflict Skills

IV. Intercultural Reality Check: Do-Ables

I. Intercultural Conflict: I. Intercultural Conflict: Cultural Cultural Background Factors Background FactorsIntercultural conflict:

The implicit or explicit emotional struggle or frustration between persons of different cultures over perceived incompatible values, norms, face orientations, goals, scarce resources, processes, and/or outcomes in a communication situation.

Independent-self conflict lens

Content conflict goal lens

Win-lose conflict approach

“Doing” angle

Outcome-driven mode

Interdependent-self conflict lens

Relational process lens

Win-win relational approach

“Being” angle

Long-term compromising negotiation mode

I. Intercultural Conflict: I. Intercultural Conflict: Cultural Cultural Background Factors Background Factors

A. Culture-Based Conflict Lenses

I. Intercultural Conflict: I. Intercultural Conflict: Cultural Cultural Background Factors Background FactorsB. Intercultural Workplace Conflict Grid• Uses two value dimensions

(individualism-collectivism and power distance) to form grid with four approaches.

• Complete my.blog 9.1 on page 183 to find out your conflict lens… then think of the pros & cons of each conflict style.

I. Intercultural Conflict: I. Intercultural Conflict: Cultural Cultural Background Factors Background FactorsB. Intercultural Workplace Conflict

Grid

II.. Intercultural Conflict: Intercultural Conflict: Cultural Cultural Background Factors Background FactorsView this video on intercultural

conflict in the workplace.

Discussion Questions:• Compare and contrast the different verbal

styles of the people in this video.• Use the workplace conflict grid to assess

the different conflict styles.• What would be your specific intercultural

teaching or coaching strategies?

I. Intercultural Conflict: I. Intercultural Conflict: Cultural Cultural Background Factors Background FactorsC. Intercultural Conflict Perceptions:

Three primary perception features of intercultural conflict:1. Conflict involves intercultural

perceptions, filtered through lenses of ethnocentrism and stereotypes.

2. Ethnocentric perceptions add biases and prejudice to conflict attribution process.

3. Attribution process further compounded by different culture-based verbal and nonverbal conflict styles.

I. Intercultural Conflict: I. Intercultural Conflict: Cultural Cultural Background Factors Background FactorsD. Intercultural Conflict Goal Issues

1. Content goals2. Relational conflict goals3. Identity-based goals

E. Perceived Scarce Resources1. Conflict resources2. Tangible resources 3. Intangible resources

II. Intercultural Conflict Process II. Intercultural Conflict Process FactorsFactorsA. Defining Conflict Styles:

Three approaches to studying conflict styles:

• Dispositional approach

• Situational approach

• Systems approach

II. Intercultural Conflict Process II. Intercultural Conflict Process FactorsFactorsFive-style conflict grid

II. Intercultural Conflict Process II. Intercultural Conflict Process FactorsFactorsActivity:Draw an animal that depicts your

prototypical conflict style

Now assess your specific conflict style – complete my.blog 9.3 on page 193• Discuss your style with a partner.• Think of the pros & cons of each

conflict style

II. Intercultural Conflict Process II. Intercultural Conflict Process FactorsFactorsB. Cross-Cultural Conflict Styles • Face: Socially approved self-image

and other-image consideration issues.

• Facework: Verbal and nonverbal strategies used to maintain, defend, or upgrade our social self-image and attack or defend (“save”) social images of others.

II. Intercultural Conflict Process II. Intercultural Conflict Process FactorsFactorsB. Cross-Cultural Conflict Styles Face-negotiation theory helps explain

how individualism-collectivism value patterns influence use of diverse

conflict styles in different situations.C. Cross-Ethnic Conflict Styles and Facework

Can you guess the different kinds of conflict styles used by African Americans, Asian Americans, European Americans, Latino/a Americans, and Native Americans on a general patterned level?

II. Intercultural Conflict Process II. Intercultural Conflict Process FactorsFactors

• Media Activity: Spanglish film clip

Discussion Questions:• What did you notice about the conflict

scene between John and Flor?• Can you identify all the verbal and

nonverbal clashes?• What conflict goals were involved in the

incident? Cite some specific examples.

III. Flexible Intercultural Conflict III. Flexible Intercultural Conflict SkillsSkillsA. Facework Management

• Self-oriented face-saving behaviors: Attempts to regain or defend one’s image after threats to face or face loss.

• Other-oriented face-giving behaviors: Attempts to support others’ face claims and work with them to prevent further face loss or help them restore face constructively. Giving face means not humiliating others in public.

III. Flexible Intercultural Conflict III. Flexible Intercultural Conflict SkillsSkillsB. Mindful Listening• A face-validation and power-

sharing skill; listening with focused attentiveness to cultural and personal assumptions expressed.

• Involves learning to listen responsively, or ting (Chinese: “attending mindfully with our ears, eyes, and a focused heart”).

III. Flexible Intercultural Conflict III. Flexible Intercultural Conflict SkillsSkillsB. Mindful Listening

Mindless Listening

Ethnocentric lens Reactive approach Selective hearing

Defensive posture “Struggle against” Judgmental attitude Emotional outbursts Coercive power Positional differences Fixed objectives Win-lose/lose-lose

outcome

Mindful Listening

Ethnorelative lens Proactive/choice

approach Attentive listening Supportive posture “Struggle with” Mindful reframing Vulnerability

shared Shared power Common interests Creative options Win-win synergy

III. Flexible Intercultural Conflict III. Flexible Intercultural Conflict SkillsSkills

III. Flexible Intercultural Conflict III. Flexible Intercultural Conflict SkillsSkillsC. Cultural Empathy

Perspective-take accurately the self-experiences of others and convey your understanding responsively.

D. Mindful ReframingHow you “frame” conflict via neutrally-toned language may soften conflict defensiveness.

E. Adaptive Code-SwitchingPurposefully modifying one’s verbal and nonverbal behaviors in conflict interaction.

III. Flexible Intercultural Conflict III. Flexible Intercultural Conflict SkillsSkillsReframing Skills ActivityHow did these conflicts go? How helpful

do you think the reframing statements were to the conflict? Did any partners end up with win–win solutions?

Coaches: how did it feel to try to reframe “in the moment?“

Conflict parties: Do you believe you reacted differently to your partner’s reframed statement rather than how you would have reacted to the original statement? How?

IV. Intercultural Reality Check: Do-IV. Intercultural Reality Check: Do-AblesAblesTo deal with conflict in a collectivistic

culture, individualists need to do the following:

1. Be mindful of mutual face-saving premises, especially delicate balance of humiliation and pride, respect and disrespect, and shame and honor issues.

2. Practice patient, mindful observation and limit “why?” questions.

3. Practice mindful listening skills, attend to other’s identity and relational expectation issues. Remember listen can become silent and vice versa by rearranging the letters.

IV. Intercultural Reality Check: IV. Intercultural Reality Check: Do-AblesDo-Ables

In conflict situations in an individualistic culture, collectivists need to do the following:

1. Use assertive conflict behavior and state a clear thesis, then systematically develop key points.

2. Use “I” statements and more “why?” questions.

3. Engage in active listening skills (rephrasing and perception checking); do not rely solely on nonverbal signals or count on other people to gauge personal reactions.

Parting Thoughts…Parting Thoughts…

Conflict = Chaos = Danger + Opportunity

Learn to listen to the identity stories, yearnings,

and nuances behind the fighting words.

~ Stella Ting-Toomey