Critical Incidents: Verbal and Nonverbal Behaviour 

Back to: Training Session: Critical Situations in Intercultural Contexts

In the course section „Understanding and Misunderstanding“ you became acquainted with models, features and potential pitfalls of verbal and nonverbal communication. We would like to have a closer look at irritations that can be caused in this area between persons from differing cultural backgrounds. A variety of critical incidents can arise when people are not familiar with cultural norms, rules and conventions used in the culture of the interaction partner. Some case examples should illustrate how tricky cross-cultural verbal and nonverbal interaction can be.

Verbal Communication

You learned about the communication model by Schulz von Thun and the four sides of a message. Please keep it in mind for the following case:

Example 1

Gwyneth is a voluntary refugee helper in a medium-sized town in England. She particularly supports women integrating in the local communities and in the labour market. Laya, a woman from Afghanistan and a very good cook, tries to find a job in a restaurant.

Huub Zeeman, flickr

After several application she is invited for a job interview in an Italian Trattoria.In the morning she meets Gwyneth at a meeting point for Muslim women and tells her excitedly that she will go to a job interview afterwards. Gwyneth is very pleased and wishes her good luck. Looking at Laya she says: „You want to wear a headscarf when going to the interview?“Laya becomes silent and disappears quickly.

Please think about this incident.

What does Gwyneth want to say? How is Laya understanding Gwyneth‘ remark?

What are the four sides of the message in this case? (think about factual information; self-revelation; relationship; appeal) We warmly invite you to share your outcomes in the forum. Click here, to get to the forum.

With which „ear“ is Laya listening to the remark? How could this interaction be improved?

Nonverbal Communication

Example 2

Alexander is a language teacher in Austria. Once a week he gives German language lessons for migrants and asylum seekers. After the lesson he often talks with the students and tries to support them in their efforts for integration. One day a man from Syria, Kamal,  approaches Alexander after the class. He has some problems with authorities and asks Alexander some questions: How to address the employment agency, how to get support for finding an accommodation, how to handle health insurance issues, etc.

The talk lasts about 15 minutes. Alexander is trying to give Kamal information and support. Throughout the conversation Alexander notices that Kamal is holding constant eye contact. Alexander is not feeling well with this. Several times he looks away, rummages araound in his bag, clears his throat and increasingly feels that he would like to finish the interaction with Kamal. Kamal makes efforts to catch his eye again. Finally, Alexander mentions that he has to catch the bus and says goodbye.

What do you think about this incident?

Why is Alexander not feeling comfortable? Why does he want to get away from Kamal?

What does Kamal think when Alexander is avoiding eye contact?
Which cultural differences impact the interaction?

How could the situation get more comfortable and stress-free for both partners?