Cross-cultural Communication Skills – CHANGING INDIA by Sudha Murthy

Life lessons from the story

When different cultures come in contact, there is bound to be some kind of conflict between them. This conflict arises mainly from the different perceptions and stereotyping of a particular cultural group by another. The narrator in this personal story is the well-known Indian personality Sudha Murty, chairperson of the Infosys Foundation. She gives two contrasting accounts of her visits to the US, one in 1979 and another in 2009. Her first visit to the US was bitter and unpleasant not only because of her long, roundabout flight, but also because of the strict stamp procedures and the tough and culturally insensitive questions she was asked by the immigration officer.

Ignorance of the culture of another country leads the officer to ask absurd questions about India. The image of India as being a land of snake charmers, maharajas and elephants was created during the colonial period and this continued perception of India in 1979 was naturally a shock for Sudha Murty who was trained as an engineer and worked as the first woman engineer with the Tata Company in Pune.

This critical situation of a failure to communicate due to cultural differences can be bridged by an active interest in another culture as exemplified by the African American in Sudha Murty's second account of her experience at Miami airport.

Unlike the two immigration officers in the first account, the African American visits Indian restaurants, eats good food there, enjoys watching Hindi movies, hums Hindi songs, and even appreciates Kajol as talented artist. Unlike the documentary referred to by the second officer in the first account, good movies can certainly throw light on another culture, especially if the culture is quite different from one's own.

Similar cultural gaps exist between people from different language groups in our own country, but information and communication technologies such as television, the Internet, Whatsapp, etc., have recently helped people understand each other better.

As Sudha Murty points out, it is the responsibility of each culture to communicate itself to others in terms of political, social, economic and technological advancements to facilitate a better perception of that culture.

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Thinking about cross-cultural communication skills

1.     How would you describe the concept of culture? Culture is the shared beliefs, customs, and practices of a group of people. It shapes how individuals behave and communicate within their society.

2.     What are some of the rituals, events, practices, and values you associate with your own culture? In my culture, festivals, family traditions, and respect for elders are central. We also emphasize community, education, and hospitality.

3.     Are you familiar with any other cultures? What are some of the values, practices, or events you associate with them? Yes, I am familiar with cultures like American and African. In these cultures, values such as individuality, community involvement, and cultural events like Thanksgiving or music festivals are significant.

4.     What do you think is the role of culture in cross-cultural communication? Why do you think cross-cultural communication is important? Culture influences how people communicate and interpret messages. Cross-cultural communication helps build understanding, bridges gaps, and fosters respect among diverse groups.

5.     Why do you think we need to be comfortable with multicultural milieus today? Being comfortable with multicultural environments is essential for personal and professional growth. It allows us to collaborate with people from diverse backgrounds and fosters inclusivity.

Workplace skills

1.     Why do companies create a work culture for themselves? Companies create a work culture to set clear expectations for behavior and performance. It helps in building a cohesive environment where employees can align with the company’s values and objectives.

2.     Why do companies conduct induction or orientation programs for new recruits regularly? Induction programs help new recruits understand the company’s culture, policies, and expectations. They provide a smooth transition into the workplace and ensure that employees are well-informed from the start.

3.     Why do companies organize cross-cultural awareness training programs for their employees periodically? Cross-cultural awareness training helps employees understand and respect cultural differences. It improves communication, reduces conflicts, and enhances collaboration in a diverse work environment.

4.     How do companies attempt to understand the culture in which they conduct their business operations? Companies research local customs, social norms, and business practices. They may also engage with local experts or conduct market studies to better understand the cultural nuances of the region.

 

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In a paragraph of 150 words, write about a businessperson or anyone who travelled to other countries and had both positive and negative experiences at the Immigration counters in airports.

Case Study: The Impact of Cultural Differences at Immigration Counters

Rajesh, an Indian businessman, traveled to the United States for a conference in 2022. Upon arriving at the immigration counter, he encountered a mixed experience. The first officer was not very familiar with Indian culture and asked a few culturally insensitive questions, such as, "Do you still have snake charmers in India?" Rajesh felt uncomfortable and disappointed by the officer’s ignorance. However, during his second visit to the counter, a different officer greeted him warmly and complimented his traditional Indian attire, saying, "Your outfit looks beautiful. Is it for a special occasion?" The officer was patient and spoke slowly, understanding that English might not be Rajesh’s first language. When Rajesh mentioned he was visiting family, the officer kindly acknowledged, "It’s great that you're spending time with family." Despite the initial negative experience, Rajesh felt much more comfortable the second time, highlighting how cultural awareness at immigration can significantly impact a traveler's experience.

 

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Multiple Choice Questions (MCQs)

1. What was the reason for Sudha Murty's unpleasant experience in the US in 1979? a) Long flight
   b) Immigration procedures
   c) Language barriers
   d) Cultural misunderstanding
2. What stereotype did the immigration officer have about India in 1979?
   a) India is a land of technology
   b) India is a land of snake charmers and maharajas
   c) India is a highly developed country
   d) India is known for its food
3. How did the officer’s perception of India affect Sudha Murty?
   a) She was angry
   b) She was shocked
   c) She was confused
   d) She was entertained
4. Who was Sudha Murty in 1979?
   a) A student
   b) An engineer with Tata Company
   c) A professor
   d) A businesswoman
5. What profession did Sudha Murty hold in India?
   a) Doctor
   b) Engineer
   c) Lawyer
   d) Teacher
6. How did the African American in Sudha Murty’s second visit differ from the immigration officers in her first visit?
   a) He asked questions
   b) He was interested in Indian culture
   c) He ignored Indian culture
   d) He was unfriendly
7. What cultural activities did the African American enjoy?
   a) Watching English movies
   b) Eating Indian food
   c) Avoiding Indian food
   d) Learning Hindi
8. What language-related technology helped bridge cultural gaps in India?
   a) Radio
   b) Television and Internet
   c) Landline phones
   d) Newspapers
9. What kind of cultural gaps exist within India itself?
   a) Between language groups
   b) Between different religions
   c) Between villages and cities
   d) Between different professions
10. How does communication help in reducing cultural misunderstandings?
    a) By ignoring differences
    b) By increasing knowledge and awareness
    c) By keeping traditions intact
    d) By avoiding cross-cultural exchanges
11. What did Sudha Murty think was important for improving cultural perceptions?
    a) More documentaries
    b) Better technology
    c) Active cultural communication
    d) Political reforms
12. In which year did Sudha Murty visit the US for the second time?
    a) 1989
    b) 1995
    c) 2009
    d) 2015
13. What did the African American do to show interest in Indian culture?
    a) He read books on India
    b) He visited Indian restaurants
    c) He traveled to India
    d) He watched Bollywood movies
14. What does Sudha Murty’s second visit to the US reflect?
    a) Growth in cultural awareness
    b) Loss of interest in cultural exchange
    c) Continued misunderstandings
    d) Lack of interest in Indian culture
15. What was the perception of India in the US in 1979?
    a) A land of rich culture
    b) A technologically advanced nation
    c) A land of snake charmers and elephants
    d) A land of vast forests
16. What is Sudha Murty’s main message in the story?
    a) People should travel more
    b) Cultural gaps should be bridged through active interest
    c) Technology has little role in culture
    d) People should ignore cultural differences
17. How did Sudha Murty describe her experience at the airport in 1979?
    a) Friendly and welcoming
    b) Exciting and pleasant
    c) Unpleasant and culturally insensitive
    d) Informative and educational
18. What did the African American admire about Hindi movies?
    a) The music
    b) The directors
    c) The actors
    d) The storylines
19. What was the initial stereotype about India in the US created during colonial times?
    a) India is a modern country
    b) India is backward
    c) India is a land of elephants and maharajas
    d) India is rich in resources
20. How did the immigration officer in 1979 view Sudha Murty’s nationality?
    a) With respect
    b) With ignorance
    c) With admiration
    d) With suspicion
21. What technology has helped bridge cultural gaps in modern times?
    a) Books
    b) Newspapers
    c) Whatsapp and Internet
    d) Radios
22. What can help people better understand a different culture?
    a) Reading books
    b) Watching documentaries
    c) Watching good movies
    d) Ignoring other cultures
23. What was the response of the immigrants when Sudha Murty explained the new rule?
    a) They were confused
    b) They were pleased
    c) They were upset and left
    d) They ignored her
24. What role does culture play in how people perceive others?
    a) It has no role
    b) It creates misunderstandings
    c) It brings people together
    d) It causes separation
25. What did Sudha Murty think about the company’s responsibility in cross-cultural communication?
    a) It should provide more rules
    b) It should ignore cultural differences
    c) It should communicate its culture to others
    d) It should avoid cultural exchange

Answer Key:

1. b) Immigration procedures
2. b) India is a land of snake charmers and maharajas
3. b) She was shocked
4. b) An engineer with Tata Company
5. b) Engineer
6. b) He was interested in Indian culture
7. b) Eating Indian food
8. b) Television and Internet
9. a) Between language groups
10. b) By increasing knowledge and awareness
11. c) Active cultural communication
12. c) 2009
13. b) He visited Indian restaurants
14. a) Growth in cultural awareness
15. c) A land of snake charmers and elephants
16. b) Cultural gaps should be bridged through active interest
17. c) Unpleasant and culturally insensitive
18. c) The actors
19. c) India is a land of elephants and maharajas
20. b) With ignorance
21. c) Whatsapp and Internet
22. c) Watching good movies
23. c) They were upset and left
24. b) It creates misunderstandings
25. c) It should communicate its culture to others

 

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PROVERBS ON CROSS-CULTURAL COMMUNICATION SKILLS

a. The stranger sees only what he knows. (African)
b. He who uses words well is at home everywhere. (Dutch)
c. Whatever is written on the face is always seen. (Palestinian)
d. Custom and law are sisters. (Slovak)
e. A cup of coffee commits one to 40 years of friendship. (Turkish)
f. Bragging saves advertising. (American)
g. Boasting begins where wisdom stops. (Japanese)
h. A bad compromise is better than a good lawsuit. (Vietnamese)
i. In a deal, there are two fools, the one who asks too much and the one who asks too little. (Russian)
j. Where there's a glut of words, there's a dearth of intelligence. (Indian)

In my mother tongue (Gujarati), there is a proverb: "Jo dil thi kare, vo sada sukhde." This means, "What is done with a true heart, always brings happiness." It highlights the importance of sincerity, which is central to effective communication across cultures. Another one is: "Naak bandh, dil khool." (Close the nose, open the heart) — meaning, be open-minded and considerate in understanding others.

My favorite proverb is "He who uses words well is at home everywhere." (Dutch) because it emphasizes the power of communication. It suggests that if you can communicate effectively, you can connect with people from any culture, making you feel at home anywhere.

2. Chosen Proverb: The proverb "The stranger sees only what he knows" (African) best summarizes Sudha Murty's story. She was shocked by the immigration officer's perception of India, rooted in outdated colonial views. The officer saw India through a narrow lens, just as the proverb suggests that people see only what they know, limited by their own experiences and biases.

3. Understanding People from Their Own Cultural Perspectives

Understanding people from their own cultural perspectives is essential because what seems normal in one culture may be different in another. Every culture has its own values, beliefs, and practices. These shape how people communicate, behave, and view the world. For example, in Sudha Murty's story, the immigration officers didn’t understand Indian culture, which caused misunderstandings. When people take the time to learn about other cultures, it bridges gaps and promotes respect. Without this understanding, stereotypes and misconceptions arise, leading to miscommunication and conflict. It’s important to set aside our own views and try to understand others. This helps create a more inclusive and peaceful world.

 

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Here is the matching of phrasal verbs with their meanings:

1. ask for - request that somebody does something
2. hand over - pass on something to another person
3. call on - visit someone
4. look at - see
5. give back - return something
6. wave at - raise your hand to say hello or goodbye
7. point out - identify
8. wake up - become alert and ready
9. go back - return to a place
10. set up - form

 

Here’s the matching of idioms with their meanings:

1. in the fast lane - living a life filled with excitement
2. lose your marbles - to go crazy
3. plain as day - very clear
4. in the nick of time - just in time
5. play second fiddle - to be less important than someone or something else
6. step up your game - to start performing better
7. straight from the horse's mouth - hear something directly from the person involved
8. take it easy - relax
9. tip of the iceberg - the small easily visible part of a larger problem
10. up a creek without a paddle - in an unlucky/bad situation with no help