CRITICAL BOOK REVIEW

Cross Cultural Understanding

Lecturer:

Prof. Dr. I Wy. Dirgeyasa , M.Hum

Arranged by:
Aura Ersa Anastasia (2231220001)

ENGLISH LITERATURE DEPARTMENT

FACULTY OF LANGUAGE AND ART
STATE UNIVERSITY OF MEDAN
2024
 PREFACE
With great gratitude to the All-mighty God, we have arranged this assignment that is the
CRITICAL BOOK REVIEW or "CBR" in short— in order to fulfill the requirements of KKNI.
Most of the words written in this CBR is nothing more than a critical information to review a
topic from a book that we have read and analyze. We give a huge appreciation towards Mam
Prof. Dr. I Wy. Dirgeyasa , M.Hum for giving the opportunity to analyze our CBR and give critic
and suggestion that could help us more in creating further forms of literature, such as this CBR.

Medan, 9 May 2024

Authors

Table of Contents
PREFACE 1
TABLE OF CONTENTS…………………………………………………………………………………2
CHAPTER 1 INTRODUCTION 3
I.I. BACKGROUND OF CRITICAL BOOK REVIEW 3

I.II. THE PURPOSE OF CRITICAL BOOK REPORT 3

I.III. THE BENEFITS OF CRITICAL BOOK REPORT 3

I.V. BOOK IDENTITY 4

CHAPTER II SUMMARY…………………………………………………..…………………………..5
CHAPTER 1: THE BRIEF REVIEW OF CULTURE……………………………………………………..5
CHAPTER 2: THE INTERCULTURAL COMMUNICATION……………...……………………………7
CHAPTER 3: THE ADDRESSING, GREETING PEOPLE, and MAKING
INTRODUCTION………………………………………………………………………………………...10
CHAPTER 4: THE POWER OF SMALL TALK…………………………………………………..…….12
CHAPTER 5: THE COMPLIMENT and ALLOCATION………………………….…………………….15
CHAPTER 6: BUILDING COMMUNICATION and INTERACTION…………………………………17
CHAPTER 7: CONTACTING PEOPLE ACROSS CULTURE………………………………………….20
CHAPTER 8: THE TELEPHONE ETIQUETTES AND LANGUAGE…………….……………………21
CHAPTER 9: THE NON-VERBAL COMMUNICATION………………………………………………25
CHAPTER 10: THE EXPRESSIONS OF EMOTIONS………………………………………………….28
CHAPTER 11: The Exchanges of Cultural Viewpoints…………………………………………………..30
CHAPTER 11: The Exchanges of Cultural Viewpoints…………………………………………………..32
CHAPTER III
DISCUSSION…………………………………………………………………………….33 III.I
STRENGHTS…………………………………………………………………………………………..34
III.II
WEAKNESSES…………………………………………………………………………………………34
CHAPTER IV CLOSING……………………………………………………………………………….35

IV. I CONCLUSION……...………………………………………………………35
IV.II SUGGESTION……………………………………………………………...35
 CHAPTER 1

INTRODUCTION

I.I. BACKGROUND OF CRITICAL BOOK REVIEW

In this Critical Book Review we learn that cross-cultural understanding refers to the ability to
appreciate, respect, and communicate and interact effectively with people from different cultural
backgrounds. This involves recognizing and valuing the diversity of beliefs, values, customs and
traditions that exist in various societies throughout the world. Developing cross-cultural
understanding is essential in today's globalized world to foster empathy, reduce
misunderstandings, and increase cooperation between individuals and communities with diverse
cultural backgrounds.

I.II. THE PURPOSE OF CRITICAL BOOK REPORT

1. To fulfill the CBR assignment for the leadership course given by Mam Elisa Betty Manullang
S.S, M.Hum.

2. Train students to think critically in finding information and analyzing the differences that exist
in the book Cross Cultural Communication.

3. Strengthen and improve understanding of Language and Culture, especially in the evaluation
section in the field of literature. Increase critical power and strengthen English Literature
material.

I.III. THE BENEFITS OF CRITICAL BOOK REPORT

The benefits of writing this CBR for the author are

1.Gain an understanding of the material "Understanding Language and Culture"

2. Obtaining information from books that can be used as implications and solutions when
implementing teaching materials.
3. Obtaining critical thoughts in reporting the discussion of the contents of the book Cross
Cultural Communication.

I.V. BOOK IDENTITY

Title: Understanding Language and Culture For Global Communication And Interaction

Author: Prof. Dr. I Wy. Dirgeyasa, M.Hum

Published: 2022

ISBN: ISBN 978-623-384-093-4(jil.1)

ISBN 978-623-384-092-7 (no.jil lengkap)

ISBN (E) 978-623-384-118-4(jil 1)

ISBN (E) 978-623-384-117-7 (no.jil lengkap)

Pages: 186

CHAPTER II

SUMMARY
 CHAPTER 1: THE BRIEF REVIEW OF CULTURE

1. The Nature of Culture

Culture is one of the most important concepts within sociology because sociologists
recognize that it plays a crucial role in our social lives. It is important for shaping social
relationships, maintaining and challenging social order, determining how we make sense of the
world and our place in it, and it shapes our everyday actions and experiences in society, It is
composed of both non-material and material things.
Concerning to definition of culture, there are many different definitions of the word 'culture'
among anthropologists, sociologists and or cultural scientists.It is generally known that many are
content to think of 'culture' as the total way of life of a people including language, dress, food,
music, religion, family structures, attitudes, values, and beliefs. Others, however, consider
"culture" to be products (artifacts) such as paintings, architectural structures, musical works, etc.
By those definitions, the term of culture can be classified into three domains such as
knowledge, manners and or behavior, and artifacts. The three domains actually can be structured
in a hierarchical way that is knowledge, manner, and artifacts. However, manners or behaviors
are sometimes similar to artifacts because manner and behavior can be categorized as a product
of thought.
Simply, the knowledge domain is the first thing - it is a way of thought, a way of reference
or a maze way.Then, then manners or behaviors and artifacts as well are produced by knowledge
or even technology are categorized as the product of knowledge either.While the artifact either as
a tangible or intangible product of culture is the real realization of thought. These artifacts like
art, music. dance, ritual, or even language are recognized to differentiate one culture to another
culture.

2. The Characteristics of Culture.

Culture has various characteristics due to various definitions. Those characteristics can be
deduced in the followings:

A.Culture is learned
Human does not inherit culture hat's why, culture is learned. So to learn culture is important
because by learning one can acquire, understand, adopt the culture systematically and
strongly.They need to be learned to pre serve and to develop as well.
B.Culture is abstract.
 Culture is called abstract because the very basic term of culture is way of thought or way
of thinking or way of reference. When wea talk about culture as a way of thought, it exists in
minds.
C.Culture is shared.
The culture domain either material or immaterial,A pattern of behaviors, languages. dances,
and many other forms of culture are shared from time to time.
D.Culture is pervasive.
Culture as a total system in the life of the society is pervasive It is called pervasive because
culture touches every aspect of life.
E.Culture is transmitted.
The culture ways are learned by persons from persons. Many of them are handed down' by
one' elders, parents or even teachers It is a fact that one does not acquire the behavior patterns
spon- tenaciously. He learns it. This means that culture is transmitted by learning.
F.Culture is changing.
The changing of culture is unavoidable
The change of culture may be in terms of developing to be better,minimizing, or even fading of
certain cultural systems.

3. The Language and Culture.

Language and culture are the two systems that are attached to human life. If culture is a
system that regulates the human interaction in society, the language will be a system that serves
as a means of the interaction ongoing.Languages exists in the life of community and they are
used by people to communicate, whether they are in sign form, written, or oral. Then, contrary to
human nature, they cannot do society without languages therefore, there is a strong relationship
between language and society.
In short, in line with the relationship between language and cul ture, as a matter of fact,
language is one of the most important vehicles for perpetuating cultural patterns. This shows that
language has an important role in cultural perspective although culture is transmitted in a variety
of way

CHAPTER 2: THE INTERCULTURAL COMMUNICATION

1. The Nature of Intercultural Communication

 intercultural communication is defined as situated communication between individuals or
groups of differe linguistic and cultural origins. This is derived from the following fun demential
definitions that is communication is the active relationship established between people through
language, and intercultural means that this communicative relationship is between people of
different cultures.
Another definition states that cross-cultural communication thus refers to the communication
between people who have differences in any one of the following: styles of working, age,
nationality, ethnicity. race, gender, sexual orientation, etc. Cross-cultural communication can
also refer to the attempts that are made to exchange, negotiate and mediate cultural differences
utilizing language, gestures and body language. It is how people from different cultures
communicate with each other.

2. The rises of Intercultural Communication

The flourishing rise of intercultural communication as a kind of topic or issue of study in
the last two decades across the globe has at- tracted the linguists, language teachers,
communication practitioners, and language learners and many others.
Then, experts also state that more practical reasons for the in creasing importance of
intercultural communication, are due to (1) the globalization of markets, (2) the technological
advancements, (3) global connectivity, and (4) intercultural workforce, (5) global teamwork, and
(6) talent improvisation.

3. The Benefit of Intercultural Communication

Generally, the experts state that effective intercultural communication will provide some
meaningful a benefits such as (1) he or she has a willingness to accept differences, (2) he or she
creates the personal growth through increased tolerance, (3) it will promote dialogue, (4) it
creates cooperation among the members. (5) it develops a positive attitude towards others, and
(6) it increases the international point of views.

4. Improving Intercultural Communication Skills

An effective and meaningful intercultural communication does note come spontaneously
and it is not easy to do so. Effective intercultural communication can be achieved by both
practices in the real setting of the communication process and by learning in the academic atmos
phere.
To have good intercultural skills and or competences, some experts state that there are some
ways how to improve communication skills to be able to communicate effectively. The following
ways are as follows:
-Listen carefully what the speaker is saying.
-Ask polite questions to help you understand their message.
-Speak a little be more slowly to help the listener understand your message.
-Write down your message.
-Be supportive and encouraging.
-Be careful if you use humor. Avoid using slang language.
When communicating interculturally, you do not only follow rules and etiquettes for
communication, but you also do not do some thing forbidden. The following things that you need
not do when you communicate with other people from different cultures such as, (1) as
summation, (2) using slang and idioms-because in many cases slang will be understood but
missing meaning (uncle ben, big mouth, or big gun). and (3) avoid humor or joke because it
often leads to misunderstanding or not be understood by other culture.

5. Intercultural Miscommunication.
It is a fact that there are often more problems in cross-cultural or intercultural
communication between and among people of differ ent cultural backgrounds. This happens
because each participant may interpret the other speech or language expressed according to his
cultural conventions and expectation.
Regarding intercultural miscommunication, Barna proposes some factors leading to
miscommunication in the intercultural communication process. The following factor is as
follows:
1.Assumption of similarities:This refers to our tendency to think about how we behave and act is
the universally accepted rule of behavior. When someone differs, we have a negative view of
them.
2. Language differences:Talking the same language itself can sometimes lead to discrepancies as
some words have different meanings in various contexts, countries, or cultures.
3. Nonverbal misinterpretation:The way we dress, the way we express ourselves through our
body language, eye contact and gestures also communicates something. A simple gesture like
nodding the head is considered to be YES in certain cultures and NO in others.
4. Preconceptions and stereotypes:Stereotypes involves putting people into pre-defined slots
based on our image of how we think they are or should be.
But stereotypes may lead to wrongful expectations and notions. A preconceived opinion of
another can lead to bias and discrimination.
5. A tendency to evaluate: Humans tend to make sense of the behavior and communication of
others by analyzing them from one's cultural point of view without taking into consideration why
the other person is behaving or communicating a certain way.
6.High anxiety: Sometimes being confronted with a different cultural perspective will create an
anxious state in an individual who does not know how to act or behave and what is considered to
be appropriate.

CHAPTER 3: THE ADDRESSING, GREETING PEOPLE, and MAKING

INTRODUCTION

1. Addressing Form.
 In terms of addressing. (Wardhaugh, 1992) states that address terms are the terms in the forms of
words, phrases, names, titles or the combination of them which are used to address the interlocutors or
other persons. The address terms are used by the speaker to, among others, to respect other people,
show familiarity or unfamiliarity, show intimacy, and show social status.

The individual forms of address terms can indicate the social back ground of the speakers.
Contrastively, the social relationship between the speakers leads to the use of different address terms. A
choice of address terms signals have the relationship between language and the society and how a
person imagines his or her relationship with the ad dresses within this society. Here are some common
address express sions of different society and culture.

2. Greetings.

The word 'greeting' means is an act of communication in which hu man beings intentionally make
their presence known to each other, to show attention to, and to suggest a type of relationship (usually
cordial) or social status (formal or informal) between individuals or groups of people coming in contact
with each other. Greetings sometimes are used before a conversation or to greet in passing, such as on a
sidewall or trail, or other public places. While greeting customs are highly culture and situation-specific
and may change within a culture depending on social status and relationship, they exist in all known
human cultures.

In a real sense, greetings can be expressed both audibly and physically, and often involve a
combination of the two. This topic exclude military and ceremonial salutes but includes rituals other
than gestures A greeting, or salutation, can also be expressed in written communications, such as letters
and emails. A greeting can consist of an exchange of formal expression, kisses, handshakes, hugs, and
various gestures. The form of greeting is determined by social etiquette, as well as by the relationship of
the people.

Beyond the formal greeting, which may involve a verbal A knowledgment and sometimes a
handshake, facial expression, gestures, body language and eye contact can all signal what type of
greeting is expect ed. Gestures are the most obvious signal, for instance greeting some one with open
arms is generally a sign that a hug is expected. However, crossing arms can be interpreted as a sign of
hostility. The facial ex pression, body language, and eye contact reflect emotions and interest levels. A
frown, slouching and lowered eye contact suggests disinterest. while smiling and and exuberant attitude
is a sign of welcome.

3. Making Introduction.
The language usages to introduce oneself in English can be classified by the formality of the
situation. Generally, the phrases and or ex pressions are likely different from formal and informal
situation. Here are the common phrases or expressions used by the English people to introduce
himself or herself.
A. Informal:"Hi, I am Mike."
"Nice to meet you.
(After someone has told you his name.)
"I am Veron."
B. .Informal or formal:
"Hello. My name is Evita. "
"It is nice to meet you. My name is Vannesa."
C. Formal
"Let me introduce myself. My name is George."
"I don't believe we've met. I am Mark."

CHAPTER 4: THE POWER OF SMALL TALK

Actually, the silence (time when there's no sound) you get when two people don't have anything to say
is called an awkward silence. Awkward means uncomfortable and embarrassing,
 To avoid these awkward silences, you need to know how to make small talk in English. For Americans,
for instance, silence is often-awkward. But it may be not so in many other cultures. Take a look the
following testimony of an immigrant in US.

This chapter mainly discusses about small talks as an initial express sion to start a conversation with
other people you already know or you don't know yet.

1. The Nature of Small Talks

Small talk is a kind of conversation you make when you want to talk to someone but neither
of you wants to get into a very deep nor simple conversation comunication . He stated it is as an
in formal type of discourse that does not cover any functional topics of conversation or any
transactions that need to be addressed.
In fact, in many social circumstances, many people may not able to have small talk
spontaneously due to his or her ability and or psycho- logical barrier.

In fact, on the other hand, learning to make small talk can help to build your confidence so that
you can start conversations, make connec-tions, and develop your social skills.

2. The Importance of the Small Talks

Small talks bring sum big feeling' and 'Small talk is a big deal' are seemingly meaningful and
important for communication and interaction.
the communication experts and linguists state that the small talk is done to (1) people with
many different relationship, (2) people who do not know each other, (3) people who are only
acquaintances- friend of a friend. and (4) office employees who are not be good friends but work
in the same department.
States that making small talk can help Language user in many ways to: sm
a. Avoid awkward silences
b. Easily get to know someone new,
c. Seem friendlier.
d. Become closer with acquaintances and coworkers
e. Sound more like a native speaker
f Learn to make small talk can help to build your confidence so you can start conversations.
g. Make connections.
h. Develop your social skills.

In addition, some other linguists propose that small talks also able to:
a. Help people decide if they want to get to know each other better b. Think that if a person
doesn't make small talk, then he or she not friendly (Friendliness is something that is important
for Amer cans.)
e. Help people feel comfortable with each other, especially at the be ginning of a conversation
(for example, in a phone conversation).
d. Be able to lead to conversations about more interesting, more serious , and more important
topics

3. Common Topics For Small Talks

What should you talk about when you start a small talk? In many western cultures, asking "What
do you do? is the most comfortable way to begin talking with a stranger.
When people make small talk, they talk about things like the weather, sports, their weekend,
and so on.
In line with the topics of the small talk, here are some common topics used to talk about for
small talk in western culture, particularly In American culture

4. The Moments of Having the Small Talks

Here are some situation and condition to keep in mind when you want to start a small talk was
someone you know yet.

A First time you see or meet someone on a given day.

B. If there is very little noise that might be an indication that it is the right time to initiate a
casual conversation.
C. You should only spark up a conversation after someone smiles and acknowledge you.
D. Do not interrupt two people in order to discuss something unimportant
E. If someone is reading a book or writing a letter at the bus/trains station, for example, it is not
appropriate to initiate a conversation either.
F. A moment at break time in a meeting or conference or seminar or presentation.
 5. How to Start Small Talk
It is necessary one to make small talk in a certain situation and circumstance because it is
sometimes considered rude to say nothing when you meet someone in certain social setting. In
terms of social settings, the places where people often making small talk are waiting for
something-doctor's waiting room, bus stops/stations. queues at grocery store, banking service,
elevator or lunch rooms and even in the restroom and many more. Experts propose three main
phases how to start the small talk be proper and convenient

B. CULTURAL NOTES
In every culture, there are certain topics that people commonly talk about. When people make
small talk, they talk about things like the weather, sports, their weekend, and so on. The topic
may be unimportant, but small talk itself is important. But if doing business or pleasure takes you
to Scandinavia coun- tries such Sweden, Finland, or Norway, you are to be shocked.
A small talk is actually meaningful expression in our communication, For examples, in
Argentina, Chili and Venezuela, politics is regarded to be taboo and asking marital status, for
African people is regarded rude and taboo.

CHAPTER 5: THE COMPLIMENT and ALLOCATION

By giving praise to other speakers especially before having intensive communication, it can
"butter up" somebody or it can flatter to build and to increase goodwill. This is also believed to
be able to smoothen communication and continuously run. The way of giving praise is called a
compliment.
When someone gives you praise, naturally and spontaneously you should show your gratitude
to express and or respond to grateful feelings to other people. For example, English people
generally and spon- taneously say thank you' or 'thank' In this case, you must say "thank you or
by its other similar forms when people give you something, help you do something or wish you
something or even compliment you

1. The Nature of Compliment

Etymologically, the word 'compliment is from the mid- One source states that it comes to
English from the Spanish word compliment.
Contextually, then compliment is regarded as a speech act. Regarding compliment definition,
Holmes (2001) states that compliment is a complex sociolinguistic skill whose primary function
is affective and social rather than referential or informative. He, then adds that the speech act of
complimenting has a 'dark side', as a compliment can be interpreted as offensive, patronizing
sarcastic, ironic, or even as a put-down.
He further states that a complmentis a structured speech act that reflects social values in the
culture This means that the typical types of responses of the compliment will show the value
system, identity, character, norms, tradition, etc., of the people of certain culture
2. The importance of the compliment in communication
Compliments are used for a variety of purposes and reasons
first, to establish, confirm, and maintain solidarity such as in 'I like your dress. The first example
(I like your new mobile phone) means to express admiration or approval when the speaker and
hearer know one another.
Second, replace gratitude, greetings, congratulation, and apology as in the sentence 'How nice
you are today!' as shown in Table 1 bove.
3. The Topics for the Compliment
Topics of compliments may vary and they depend on the social context and culture. Here, culture
and society seem to be determining factors why topics are different from one to another.
She states there are four common topics for compliments(1) It is about appearance-dress,
looks, make up, etc. Such as In Jodha always looks exquisite in everything she wears (2) It is
about is really expensive! (3) It refers to performance or ability or skill job or possession-cars,
albums, watches, mobile phones, etc. like Your watch by "You are the talented actor (4) It is
about the personality internals, competencies such as skills of acting, playing music, etc, as
shown traits, emotions, etc., such as in O'hara has such a kind heart'
4. The Compliment Responses
The compliment responses are the most important pous reges compliment. This condition
leads to two dative poles for the recipient. Then, the recipient is faced with a di On one side, the
recipient is expected to agree with the compline and thus, he or she accepts the compliment. On
the other hand, their also a strong pressure on how the recipient can accept it without pring
oneself or being proud of it.
5. The Words of Compliment
The kinds of things people compliment and the words they are re- pred as cultural based. This
means that the words or phrases used to ent are uniquely different from one culture to another
culture.

B. CULTURAL NOTES
It is a fact that western people, especially Americans, give compliments when interacting and
communicating
Mostly they tend to deny it by saying 'No, it is not true, 'or 'I don't think so' or 'you are kidding'
etc. It seems that people are happy when someone compliments them but many people don't feel
modest or humble if they accept the compliment with a 'Thank you' or 'Thank

CHAPTER 6: BUILDING COMMUNICATION and INTERACTION

In a simple word, communication is defined as a connection bet- ween people sharing

information. It is important in everyday life, at school, at work, and nearly any time you interact
with other people
 1. Showing that You Understand
This is called a kind of feedback. Americans, for example sometimes interrupt the speaker to ask
questions so that they can be sure that they understand. In terms of feedback, Americans and
English people use verbal feedback often. In this situation, The US is considered as a 'verbal'
culture. If Americans or English people do not receive a lot of verbal feedback, they may feel
that the other person is not listening, and or is supposed to be bored or uninterested, or angry.
Then, Americans and British people may think that they disagree.
Here are some common language expressions used by American and British people to have
feedback when communicating
You got that?
Am I making myself clear?
You know?
Do you know what I mean?
sound that sounds something like 'mmmm' to show that they are being attention to the speaker. .
When the Japanese use this listening sound in conversation in English w an American or English
people, for example, the American thinks thic the Japanese are saying 'okay! okay!' or 'I
understand.
Culturally, it is a fact that the Americans and English people, t western people in general often
feel very uncomfortable, if the listeners do not give feedback.

To build effective communication and interaction, the communi- cation experts propose five
ways to be an active and effective listener
a. Face the speaker. Show your attentiveness through body language
b. Maintain eye contact. To a degree, you both feel comfortable.
c. Keep an open mind. Wait until the other person finishes a thought before deciding you agree
or disagree.
d. Minimize external distractions, for example, drop your phone, push your computer aside, and
focus on the conversation.
e. Engage. Ask a question, paraphrase points the other person ha made, and only offer your
advice if the other person asks for it.

2. Interrupting in English
Excuse me, but I don't quite understand.
I am sorry, but I have a question.
Could I ask a question?
Sorry to interrupt, but I don't Understand.
Could I interrupt for a quick second?
Just a quick interruption, if that's okay.

Those sentences are usually used when you interrupt someone when he or she is speaking
Actually here are only some sentences of many ways how to interrupt people when speaking.
In general, interruption during the communication process is regarded and stereotyped as a
negative act or bad. And too many interruptions during conversation and or communication are
also regarded as rude. Also, it is kind of wasting time during the communication process.
In a positive perspective, interruption is important to do because it is also one of the ways to
build interaction and to sustain the flow of conversation when communicating. So that why, it is
sometimes necessary to interrupt politely to ask a question.
Again, the interruption is not something bad in communication if it is done in a proper
moment and proper language usages.

3. Guiding the Conversation When you involving in conversation, actually it is easy sometimes
to lose control of conversation especially for the non-native speaker of English due to lack of
English mastery or cultural differences.
To communicate in a multicultural event with different people across the globe, you need to
know how to guide the conversation to make the conversation flow well and a misunderstanding
can be avoided

4. Interacting in Group

Interacting in a group or 'group interaction' or 'small g group inter- action' is similarly by term.
The real sense, the group interaction or interacting in a group are probably in the forms of
discussion, focus group discussion, small meeting, class discussion, or meeting at work, etc. As
students, academicians, company workers, or even state figures, the interaction in a group can be
avoided in your daily life because it is a part of your own business. As a matter of fact, in many
cases, involvement in group interaction is not easy to do.

B. CULTURAL NOTES
In some cultures, including American culture, people usually say something to the speaker to
show they are listening and that they understanding. In the communication process, it is a kind of
feedback. In any social interaction and communication, people sometimes interrupt the speaker
to ask questions so that they understand. However, having interruption during the
communication process is sometimes influenced by cultural habits and individual matters.
In some cultures, it is very rude to tell someone that they are wrong or that they have made
mistake especially in front of the people. The person may become embarrassed, and can 'lose
face.
In American culture American usually to correct someone, they usually often begins with a
'softening' sounds such as 'uh' or 'uhm' or a word or phrases such as 'well.' Or 'I think,' or
'Actually' before disagreeing with someone. For example, 'I think, you may be wrong,' with an
emphasis on 'may and nat 'you.

CHAPTER 7: CONTACTING PEOPLE ACROSS CULTURE

The problem is to get to know and build a conversation with the people from a different culture
is not always as easy as getting to know the people from one's own culture. So, having good
conversation skills is a really good asset for everyone he communicating today, especially with
someone new and or with someone from different cultural backgrounds. This chapter mainly
discusses about making the conversation mov ing, making the first move, and asking without
judging.

1. Making the Conversation Moving

Contact with people usually begins with a conversation. If two or more people enjoy their
first conversation or first few conversations, there will be a good chance that they tend to have
more contact. This means that culture influences the style of conversation the people talk to each
other. In line with the conversation, experts argue that a good conversation in English is like a
ping pong game.One person has the ball and then hits it to the other side of the table. If the
person does not hit the ball back, then the conversation stops. Psychologically, the experts argue
the smooth flow of conversation is important because the flow in a conversation is the idea that
as you are speaking with another person, everything feels effortless. Conversation flow happens
when conversation is comfortable, effortless and smooth.To make the conversation move and
flow like a ping pong, one must be familiar and understand the structure of conversation
consisting of greeting and opening, discussion of a topic, and closing and the farewell. He or she
must keep and maintain the three parts of the conversation to work harmoniously and effectively.
Here is the plot of the three in sequential circumstances of the conversation.
2. Making the first move
In any situation, the hardest part of socializing, for many people, is how to start a
conversation. However, it is a big mistake to go about life not making the first move and waiting
for someone else to do it in conversation or anything. Within context, don't be a creepy, arrogant
loudmouth or anything. Simply the phrase 'Make the first move-in terms of communication
setting and communication context means 'don't wait for other people to come to you.
Go to them and begin involved in the conversation. When you want to make the first move in
conversation, you have to see the social context or context of the situation where and when the
conversation would take place. This situation happens when you can be in class, on the bus, at
the doctor's office, for example, ask him if the seat beside him is taken. This situation usually
happens on the bus or at the airport.In this situation, you wait for him/her to look up and then ask
him what book he's reading.

3. Asking without Judging

It is sometimes really difficult to differentiate between when you ask a question and when
you judge a certain point. This may happen because the linguistic features used to ask to judge
are quite similar to one another. The dog no longer seems cute and you feel fear and possibly
anger. Then, as the wind blows, the leaves on the ground are carried away and you see the dog
has one of its legs caught in a trap. Now, you feel compassion for the dog.When people do
annoying things, they may have a hidden disability. For example, some people with poor social
skills may have merger’s syndrome. So if someone's invading your personal space , remember
again, it's not about you.

B. CULTURAL NOTES
Greetings and openings in most languages mean almost the same, but sometimes their word-
for-word translations are very different. Here are the examples 'How are you' stated or expressed
differently among cultures.The common expression 'See you later' is a common way of say- ing
'Goodbye' in American English. However, it doesn't mean that 'I'll see you later. Empirically, one
day, an American woman said 'See you later' to a non-native English speaker who does not
understand well the expression. She thinks that the American woman will come on the day after
so she waits but the American woman doesn't show up. A non native speaker of English feels
disappointed. This happens because a non- native speaker woman translates the expression 'See
you later' literally. This of course can lead to embarrassment due to misunderstanding.
Not all conversations in every language and culture are like ping- pong. In some languages and
cultures, one person may speak longer than the other person. However, a good conversation in
English is like a ping-pong game with the speakers going back and forth and talking in turns to
speak.

CHAPTER 8: THE TELEPHONE ETIQUETTES AND LANGUAGE

Because of the many differences, everyone should apply good methods and ethics to avoid
misunderstandings and social awkwardness between people of different cultures, especially in
public spaces. By etiquette, a person knows how to act in any circumstances, he will feel
comfortable in an unfamiliar environment. Telephone etiquette refers to the way a person speaks
on the telephone.

1. The Nature of Etiquette

Experts argue that the philosophy of etiquette is timeless and ever- lasting, whereas manners
- the outward expression of the underlying principles of etiquette - are ever-changing. There are
various definitions of etiquette. Others say that etiquette is behavior that assists survival and has
changed and evolved over the years. Etiquette makes you a cultured individual who leaves his
mark wherever he goes.
Etiquette teaches you the way to talk, walk and most importantly behave in society. The way you
interact with your superiors, parents, fellow workers, friends, etc. Etiquette enables individuals to
earn respect and appreciation in d. Etiquette inculcates a feeling of the and loyalty in the
individuals. Etiquette helps individuals to value relationships.

2. Telephone Etiquette
In online communication, one still has the time to devise a great answer and think about
what you are going to speak about before you press «enter» When you are talking to someone in
the flesh, you can use facial expressions and body language to convey your message. CHAPTER
8 your So it is clear that telephone etiquette is essential to learn how one should interact with the
other person over the phone because we communicate by telephone and are unable to see the
facial expression and the body language of the other person and vice versa.
A universal telephone ring
Do not say, «Hello, it's Syndi, call me back.» At least state the subject about which you want the
person to call you back about. The person on the telephone takes precedence over someone who
happens to walk in your office or passes by while you are on the phone. Always, leave your re-
turn telephone number as part of your message, including the area code and S-L-O-W-L-Y,
including REPEATING your telephone number at the end of your message. If you are in a
meeting during certain times and state you will monitor your expecting an important call, inform
the caller you will be message indicator for when it illuminates you will excuse yourself to leave
the meeting and return the call.

3. Telephone Languages
Telephone etiquette does not only refer to the acts of telephoning but also the language use
over the phone. Many argue that telephoning is one of the most difficult things to do especially
in another language. English, for example.
As it is generally known that good phone etiquette is important be cause we cannot see the facial
expressions and body language of the other person and they cannot see us. We must compensate
by choosing our words carefully and using much more tone inflection to convey our message
than if we were face to face.

4. Telephone Etiquettes and Languages across Culture

Here are some cultural differences and variations in the uses of the language among cultures
across the globe. First, cultural differences in answering the phone.
Second, cultural differences in giving and asking for names on the phone. In some cultures such
as Japanese and Dutch it is considered impolite not to introduce yourself as soon as possible
including when the other person doesn't really need that information In contrast, in English we
tend to only give our names if it is relevant or useful.
Third, cultural differences in small talk on the phone. A basic expression of 'How are you? is
usually a more casual version like 'How's it going?' or 'How are things? or 'How's life?' or 'How
are things? is the absolute minimum if you know someone, even if you only know them through
business, Suit- able topics for small talk on the phone also follow more general cultural norms,
with weekends, your days and weeks for example, the British also being fond of talking about
the weather but often avoiding more personal topics like family with business contacts.
Fourth, cultural differences in terms of being polite at the beginning f the phone call. It is a
widely held view that English phone calls can start with 'Sorry...» or «Thanks... yet, in English,
you have to be care full that the phrase matches the real situation or it can sound insincere or
even quite weird.
Fifth, cultural differences in getting down to business on the phone. Generally, English speakers
like to have very smooth transitions bet- ween stages of communication. Anyway, the reason I'm
phoning is...« On another hand, in some countries, it is more common for the caller to get down
to business and in other places, it is the receiver, but in English, a smooth transition is much
more important than who finishes the small talk so it tends to be whoever has not just spoken.
Sixth, cultural differences when asking to speak to someone on the phone.
Seventh, cultural differences in requests and commands on the phone. As mentioned above,
English has very different phrases for re- quests and commands or orders or instructions such as
»Can you take the very forceful meaning of «I demand that take a message» and so is &
message? and »Please take a message« very different.
Eight, cultural differences in asking someone to wait on the phone The point about requests and
commands above is also relevant to the topic of asking someone to wait, as the standard phrase
in most languages »Please wait« is a command in English and therefore not usu- ally suitable.
Ninth, cultural differences in silence and active listening on the phone. Active listening is a very
difficult skill for English language learners as native speakers tend to make a lot of noise while
listening and hate repeating what they say. Even one second of silence is uncomforted able to an
English speaker, so any silence at all is a sign that you should quickly move onto the next part of
the call, e.
Tenth, cultural differences in leaving and taking messages on the phone. In this case, English
speakers tend to be very specific about why you can't speak to someone, with phrases like »I'm
afraid she's away from her desk«, »She's on another line« and »I'm sorry, he's out the country
this week« being standard. In other places more general phrases like »I'm afraid she's not
available« might be equally acceptable standard, but in English, this sounds like a lie and or that
you can't be bothered giving me a more detailed reason. In English there is a slight danger that
»Shall I tell him you called?« can be taken to mean »I really don't want to take a more detailed
message«, so »Would you like to leave a message?« or »Can I take a message?« are more
standard.
In Japanese, the phrase is more like »Would you like me to tell him something?« However, when
it comes to asking to leave a message, »Please...« is again rude in English but it may be fine in
many other languages. Eleventh, cultural differences in checking and clarifying on the phone.
Requests and commands also come up in checking and or clarifying, with «Please repeat»,
«Please speak a bit more loudly» and «Please spell that for me» all being rude in English but
they probably are possible elsewhere. » Shall I spell that for you?« is fine, but it is more general
phrases like »Do you under stand?« and »Shall I repeat that?« tend to come across as patronizing
in English».
As with getting down to business, English speakers tend to be very careful about making the end
of the call quite smooth. This means that saying »Thanks for calling« suddenly is much worse in
English than in many other languages. A smoother end to an English call can be achieved by the
receiver confirming if the caller is finished or by the caller saying that they have finished.

B. CULTURAL NOTES
«Phubbing» simply means snubbing someone you're talking to look at a cell phone. That
may be particularly harmful because phubbing happens all the time. Phubbing may also hurt
your reputation. This happens because they don't know the rules, etiquettes, and the language use
of the telephoning
To be able to communicate via telephone across culture, in terms of language use, one should
speak slowly and clearly and use simple language. Even though the etiquette and language use of
telephoning to some extent vary from culture to culture, or from society to society, but to be a
good listener on the phone is universal. By having good listening skills, you will be able to
communicate by phone effectively and properly. To be able to do so, you should have good
listening skills.

CHAPTER 9: THE NON-VERBAL COMMUNICATION

In general, many researches show that 60% of all human communication is non-verbally
language, 30% is your tone, so it means that 90% of what your saying is not coming from of
your mouth. Another research also shows similar data in which 86% of human communication is
through non- verbal language and the rest is about 14% by words.
Those statements mean that developing an awareness of why hear- ing words is not sufficient to
discern meaning because in many cases, silence communicates is more than speech. In short it
can be concluded that non-verbal communication is very important in human communication.
Non-verbal language is truly powerful one to convey the meaning of the communication.

1. The Concept of Non-Verbal Communication

In general, nonverbal communication has been simply defined as communication without
words. Html/2/7/2019 is stated that the Non-Verbal Communication is the process of conveying
meaning without the use of words either written or spoken. In other words, any communication
made between two or more persons through the use of facial expressions, hand movements. body
language, postures, and gestures is called as non-verbal communication.
Actually, the nonverbal communication is the nonlinguistic transmission of information through
visual, auditory, tactile, and kin- esthetic channels. In line with non-verbal communication, some
experts state that a substantial portion of our communication is nonverbal.

2. Universality of Non-Verbal Communication

Even though non-verbal communication is intensively and highly used in human
communication, it is a fact that non-verbal communication is not universal across culture to some
extents. So, it is necessary to keep in mind that the non-verbal behavior is not translated across
cultures easily. The inappropriate translation can lead to serious mis- understanding because
human behaviors are driven by different values, beliefs, and attitudes by culture. So that it is
helpful to consider how these invisible aspects of culture drive the behaviors we can see .
For example, the symbol of the (the tip of the thumb and the tip of the finger meeting to create
the ring) in UK and USA, it commonly conveys the meaning "OK" but it is assumed a
derogatory and offensive interpretation in some Latin American countries (Wallace V. Schmidt
et al., Communicating Globally: In intercultural Communication and International Business.

3. The Functions of Non-Verbal Communication

Even though the non-verbal communication can be categorized as a means of
communication by its own, however, the non-verbal communication often used when people
communicate verbally. This means that people communicate by using verbal language and non-
verbal language imultaneously. By this context, the non-verbal communication has certain role in
communication verbally. Substitution - they can substitute for a verbal message.
Complementing - they may add to or complement a verbal message. To accent the meaning of
verbal messages . In line with the function of non-verbal communication, particularly in
connection to verbal discourse , psychologists Paul Ekman and Wallace Friesen , identified six
important ways that nonverbal communication directly affects our verbal dis- course. Finally, we
can use nonverbal signals to complement the verbal con- tent of our message.

4. Types of Non-Verbal Communication

A shrug of the shoulders and a roll of the eyes allows us to say, "I don't like you without uttering
a single word. Better yet, a warm smile and an out- stretched hand says, "I'm so glad to see you."
As a matter of fact, there are many forms or types of non-verbal communication. The experts still
having different justification regard- ing the number and types of non-verbal communication.
However, researchers have identified numerous forms of nonverbal communication : physical
appearance, paralanguage , facial expressions, kinesics , haptics , eye contact, and proxemics
Here are some common forms or types of non-verbal communication such as:
a. Facial expressions
Among other parts of human body, the human face is extremely expressive. Facial expressions
are responsible for a huge proportion of nonverbal communication.
b. Gesture
is a form of non-verbal communication or non-vocal communication in which visible bodily
actions communicate particular messages, either in place of, or in conjunction with, speech.
Gestures include movement of the hands, face, or other parts of the body.
A gesture is a form of non-verbal communication or non-vocal communication in which visible
bodily actions communicate particular messages, either in place of, or in conjunction with,
speech. Gestures include movement of the hands, face, or other parts of the body
c. Eye Contact
Like other forms of non-verbal communication such as facial expression and gesture, for
examples, eye contact, as a key characteristic of non-verbal communication, also expresses much
with using a single word.
d. Haptics
Etymologically, the word 'haptics' is borrowed from new Latin language 'haptice' meaning the
'science of touch.
e. Proxemics
Refresh back your memory! Have you ever felt uncomfortable dur ing a conversation because
the other person was standing too close and invading your space? Or otherwise, have you had
standing to close to someone when speaking? If so, how someone reacted when you stand- ing to
close? As a matter of fact, that everyone needs for physical space, a particular space that they
keep to themselves when communicating like a personal bubble.
 f. Paralinguistic
It is a fact that it's not just what you say but it's how you say it When one speaks, other people
"read" his or her voices in order to listen to the words.

B. CULTURAL NOTES
Americans typically look directly into each other's eyes when talk- ing, conveying
informality, spontaneity, and equality in their exchange of glances. When eyes shift and avoid
meeting those of the other per- son, Americans may sense disinterest or perhaps even deception.
How- ever, a lack of consistent and strong eye contact may be a sign of res pect or humility in
other cultures. In some Asian cultures, eyes may be downcast or sweeping, and this often
disturbs Americans.

CHAPTER 10: THE EXPRESSIONS OF EMOTIONS

1. The Nature of Emotion
Generally, emotions are defined as feelings or thoughts that arise spontaneously instead of
conscious thought. In line with emotion, psychologists have also tried to identify the
different types of emotions that people experience. A few different theories have emerged to
categorize and explain the emotions that people feel. In the 1970s, a psychologist Paul
Ekman identified six basic emotions that he suggested were universally experienced in all
human cultures. The emotions, he identified are as follows-happiness, sadness, disgust, fear,
surprise, and anger.
a. Happiness
Of all the different types of emotions,happiness tends to be the one that people strive for the
most.
b. Sadness
Sadness is another type of emotion often defined as a transiet emotional state characterized by
feelings of disappointment ,grief,hopelessness,disinterest,and dampened the mood.
c. Fear
Fear is a powerful emotion that can also play an essential role in survival.When you face several
kinds of danger and experience fear,you go through what is known as the fight or flight response.
2. The languages of Expressing emotions and feelings in English
Talking about emotions and feelings in a specific language can sometimes be arduous. It is a
fact that emotions and feelings are a huge part of all of us! Here are some common
expressions to ask and express feelings in English.
a. Asking about feelings
To ask about feelings you can use the following questions:
How are you feeling today?
You look sad / upset. Are you OK?
You seem a little bit distracted. Are you alright?
You seem kind of low today. What's wrong?
You seem a little blue today. What's the matter?
What's wrong?
What's the matter?
Are you OK / alright?
Are you happy / angry ... ?
Is everything OK / alright .?
b. Expressing feelings
To respond to a question about feelings you can use the following expressions.
I feel a little sad / happy / angry / ....
I am a little sad / happy / angry / ....
To be honest, I'm a little bit sad / happy / angry / ....
 It's been a difficult day.
The thing is that, I am angry / sad / ...
I am mad at him / her ..
Thanks for asking ..., but I really don't want to talk about it right now.

3. Expressing Emotions across Culture

It is a widely held view that our environment becomes increasingly more international and we
are interacting increasingly more with people from different cultures. During social interactions,
it is important to respond appropriately to the cues that are relevant in a given situation. People
are expected to behave in a suitable way to avoid offending oth-ers. For example, an appropriate
expression of emotion and response about emotion can avoid much misunderstanding.
This means that understanding cultural similarities and differences in emotion are critical to
understanding emotions in general, and the flexibility of emotional processes more specifically.
Given the central and role that emotions play in our especially interaction, critical understanding
to preventing cultural potentiallysimi larities and differences are harmful miscommunications.
The forms of emotions are still universal, at least when it comes to a set of "basic" emotions:
fear, happiness, sadness, surprise, anger, and disgust. It means that the ways how people express
emotion are still similar and universal across cultures- the way how Indonesian expresses
happiness is similar to American or to Chinese. Or how Brazilian expresses the anger is not
different from German or Japanese that is so-called emotion is universal. Besides, some
researchers view emotion as a universal construct, and that a large part of emotional experience
is biologically based. However, emotion is not only biologically determined but also influenced
by the environment and culture.
In line with the emotion is cultural differences,experts assume that those differences may fall
unto two points.
First, emotional arousal,simply experts that defines that emotional is a state of heightened
physiological activity. This includes having strong emotions like anger and fear and we go to the
emotional arousal state in response to our daily experiences. Then, it is also consequently seen as
an essential component of such experiences as pleasure and displeasure, sadness and happiness,
love and hate, despair and elation, gaiety and dejection, rage and exultation, exhilaration and
grief, frustration and triumph, merriment and fear, anger and joy, and so on.
Then, they also states that emotional arousal as positive or negative experiences and expressions
based on the cognitive molding effects of the sensory-motor input and output contacts with the
world. Also, it is a state of heightened or degree or level physiological activity regarding emotion
expression. In terms of degree or level ofemotionalarousal, besides positive and negative
emotion arousal, it also can be classified into two other domains such as high and low emotional
arousal

CHAPTER 11: The Exchanges of Cultural Viewpoints

 1. Culture is Like an Iceberg
The term of the iceberg model of culture was originally developed and noted by anthropologist
Edward T. Hall to help explain the breadth of culture. He argues that most of the things that
define a culture are far below the surface, too deep for a casual observer to understand. The core
values are the deepest ones.
When we see an iceberg, the portion which is visible above water is, in reality, only a small piece
of a much larger whole. Similarly, people often think of culture as the numerous observable
characteristics of a group that we can 'see' with our eyes, be it their food, dances, music, arts, or
greeting rituals. The reality, however, is that it is merely an external manifestation of the deeper
and broader components of culture - the complex ideas and deeply-held preferences and
priorities known as attitudes and values.

Deep below the "water line" is a culture's core values. These are primarily learned ideas of what
is good, right, desirable, and acceptable is, as well as what is bad, wrong, undesirable, and
unacceptable.In many cases,different cultural groups share the similar core-values (such as
'honesty', or 'respect', or 'family'), but these are often interpreted differently in different situations
and incorporated in unique ways into specific attitudes we apply in daily situations.

In addition, it is also important to note that the core values of a culture do not change quickly or
easily. They are passed on from generation to generation by numerous institutions which
surround us. These institutions of influence are powerful forces which guide us and teach us.
Although an economic system may change, or a new methodology in school may be adopted, or
new definitions of "common and normal" may be perceived on the television, there are
innumerable forces that continue to mold a culture as they have in the past.
So, like an iceberg, there are things that we can see and describe easily but there are also many
deeply rooted ideas that we can only understand by analyzing values, studying institutions, and
in many cases, reflecting on our own core values www.languageandculture.com/ cultural-
iceberg/2/12/2020.
Culture has been aptly compared and associated to an iceberg. Just as an iceberg has a visible
section above the waterline and a larger, invisible section below the water line, so culture has
some aspects that are observable and others that can only be suspected, imagined, or intuited as
illustrated in the following Figure 1 below.
Statistically, only about 10-15% of the total culture dimensions such as food, language, art,
dance, holiday etc. regarded as the deep surface culture while the rest is in deep culture. In short,
there are so many deep culture dimensions need to be explored deeply and comprehensively.
These dimensions include such as concept of communication system, concept of time, attitudes,
etc. To have more comprehensive understanding of surface culture and deep culture see Figure 2
below.
 2. Real-life Experiences

In this section, you learn about real-life experiences among people from different culture when
they behave, interact, and communicate. The focus of this section is on asking questions,
answering, the questions and or discussing about on learning from miscommunication or
misunderstandings. You will study and discuss the following situations or case to widen your
horizon about the issues.

CHAPTER 12: Understanding National Culture Differences

1. The National Culture Values Differences

In multicultural society, understanding a certain society's culture is important and
vital. This point is a sign of respect. It also helps to foster effective communication,
a vital factor in business success. It is a fact that values and attributes in many
aspects of life such as trust, religious belief, manner etc ., may be viewed differently
one another. Then, it is generally known that the cultural differences refers to the
various beliefs, behaviors, languages, practices and expressions considered unique
to members of a specific ethnicity, race or national origin.
In terms of national values, it is general known that national cultural values are
shared ideas of what is good, right, and desirable is in a society. They are a national
society's preferences for managing external adaptation and internal integration
challenges that threaten its survival. It is generally known that national values sit on
a continuum between two contrasting approaches to a societal problem. Every
nation sits somewhere between the opposing alternatives. Due to the two
contrasting approaches, experts sum up 9 basic national cultural values.
2. Handling Cultural Diffrence
Cultural awareness, or cultural sensitivity, differences and similarities exist, while
not judging people based on that. A non-judgemental mindset lets you observe
cultural differences without labellebing them as 'good' or 'bad', or 'right or wrong'.
In line with the cultural awareness, experts argue that developing your
understanding of other cultures, or 'cultural awareness' benefits some important
point such as: (1) it lets you have more meaningful interactions with those around
you, (2) you are building your respect and empathy for other people, (3) and
celebrate your differences as well as your similarities. This makes you less likely to
treat someone differently, just because they are from a different culture or ethnicity
than you. https://au.reachout.com/articles/understanding-a-different-culture
/30/12/2020.
The problem is how to handle cultural differences when one communicates with
other people from different culture itself. Or how to build the cultural awareness or
cultural sensitivity itself so that the communication and interaction run smoothly
and effectively.
As stated previously, acknowledging the importance of understanding multicultural
ismin and the interact borderless in any aspects world can of life. be the There
fore,key toSuccess to communicate experts propose differences:some
recommendations on how to correctly handle cultural differences.
3. Real-life Experiences
In this section, you learn about real-life experiences among people from different
culture when they behave, interact, and communicate. The focus of this section is
on asking questions, answering, the questions and or discussing about on learning
from miscommunication or misunderstandings. You will study and discuss the
following situations or case to widen your horizon about the issues.

CHAPTER III: CLOSING

III.I Strength

- Comprehensive Coverage: The book discusses a wide range of intercultural communication

topics, including the nature of intercultural communication, developing intercultural
communication skills, preventing intercultural misunderstandings, small talk, complimenting and
allocating, non-verbal communication, and coping with cultural differences.
- Useful Advice: The book provides helpful guidance on how to enhance international
communication abilities. The relevance of cultural context in communication is acknowledged
throughout the book.
- Non-Verbal Communication is Stressed: The book acknowledges the importance of non-verbal
communication in expressing meaning.
- Awareness of National Cultural Values: The book discusses how communication is influenced
by national cultural values.

III.II Weakness

Some things explained in the book are difficult to understand, especially in the Examples section

CHAPTER IV: CLOSING

IV.I Conclusion

In conclusion, Cross Cultural Understanding is crucial for building harmonious relationships and
thriving in our interconnected

IV.II Suggestion

To enhance your cross-cultural understanding, consider these suggestions: Educate Yourself, be

open-minded, practice empathy.