BODY LANGUAGE AND CULTURE

Seeing Is Believing

Goal To explore how body language conveys meaning that is subject to cultural interpretations.

Participants will create defined gestures and test their interpretations at an

“international meeting.”

Time Required Approximately 1 hour

Group Size Subgroups of three to five persons each, with a maximum of thirty participants

Materials

• Two sheets of paper and a pencil for each subgroup

PROCESS

1. Introduce the session by stating that recognizing cultural gestures has become vital as business has become global. Participants will have the opportunity to explore body language as a means of communication.

2. Demonstrate the following gestures, asking the participants for some general comments on their interpretations of each one:

A. Nod your head up and down (yes).

B. Point at something with your index finger.

C. Pass something with one hand.

D. Wave your hand back and forth with palm facing outward (greet someone).

3. Explain that common gestures such as these mean different things in different cultures. For example, in most places nodding your head up and down (A) signifies yes, but it means no in parts of Greece, Bulgaria, and Turkey. Using your index finger to point (B) is impolite in the Middle and Far East, and passing something with one hand (C) is very rude in Japan. Rather than a friendly greeting in many places, waving your hand back and forth (D) means no in Europe.

4. Form subgroups of three to five persons each. Ask each group to select a member to record information.

5. Distribute two sheets of paper and a pencil to each subgroup.

6. Tell participants that each subgroup will have 10 minutes in which to create some unique gestures and describe their meanings on the paper provided.

7. Allow approximately 10 minutes for task completion, giving a 2-minute warning before time expires.

8. Explain that the entire group will participate in an “international meeting” where each person will use the new gestures created by his or her subgroup to communicate with members of other groups. Verbal language may accompany the body language, but it should not directly relay the meaning of the gestures being used. Participants will try to discover the meaning of the gestures created by other subgroups as they interact with one another. Direct the participants to move about and intermingle.

9. Allow approximately 15 minutes for interaction and then call time. Ask participants to return to their appropriate subgroups.

10. Have members of each subgroup in turn demonstrate the gestures they created. Get feedback on the meaning of each gesture from other groups before having the originating group describe its meaning.

11. Facilitate a large group discussion by asking the following questions:

• Personally, how did you feel while you were interacting with others during the “meeting”?

• How difficult was it to interpret the various gestures? Why?

• What hindered the process? What helped?

• How does the perception of body language influence customer service interactions?

• What can a service provider do to gain a better understanding of an increasingly multicultural service environment?