How Culture Plays a Role in Communication

On my third blog I would like to share my findings on how culture plays a role in Communication. I am currently interning at PT. Graha Agung Wibawa located in Bogor Indonesia. In my previous blogs I talk about cultural shocks that I experienced throughout the few weeks I work here. Seems like cultural differences keeps popping out through every aspect of my internship.

As an intern I was tasked with many different communication state of affairs between the company and the tenants. In my study at university we cover many different communication tools such as face-to-face meetings, emails, letters, social network etc. In the case of PT. Graha Agung Wibawa it’s a bit different.

There are levels of respect associated with communication. Each tenants, depending on their size or sales have different communication tools. This is differing by their power and how ‘face’ is correlated with communication.

Starting from the bottom, stores that are individually owned such as clothings, computers and mobile phones stores usually set up a face-to-face meeting with the staffs. In this case these are small shops where the owners of these shops are more likely to be in the store at all times. Whether by casual text, phone calls or emails a meeting would be arrange and a staff or two would go up to the stores to meet. This way the conversation is more casual and friendly. I find this communicating tool the easiest and less nerve racking because you get to see the emotion of the tenants and be able to receive any information straight away. The problem I experience with this communicating tool is that because it is face-to-face the staff does not have the chance to discuss the matter in hand with the higher power. In many cases multiple meetings would need to be held before problems are solved.

In the case of big franchise stores such as Samsung, Nokia or Cellular Networks, the communication tool of emails is used. Different from what we learn in PR, these emails contain an attachment of a scanned document that includes typed contents, company logo and hand written signature of head of department. The letters are written in formal language to show respect to these big franchises and are most likely to be proof read by head of department before it is sent. The respond of these emails would also include similar attachment. Though this process takes longer time to send and receive I find that problems are solved faster because of the respect each companies have for each other are very visible. The typed document would most likely to include very detailed information and numbers. I found this way of communication show amazing level of respect that I don’t usually see in western culture.

For the anchor tenant of the shopping centre, Ramayana department store (similar to Myers or David Jones in Australia), a printed letter that includes company logo and head of department personal signature are packaged and sent through the mail by Ti-ki (similar to fed-ex). Responses sent similarly would be kept in a compartment in the office and if were to be copied only black and white photocopier would be allowed instead of colour scanner. The reason for this is because it is believed that black and white copies are perceive as unofficial copies meanwhile coloured copies would be a replica or a fake document. The amount of work involve with these communication tool is great and takes the longest time. It is not electronically kept and has higher chances of being lost.

What is consistent between all of these communication tools is the maintaining of time structure. As each communication tools involve a lot of work and time into it, it is important to be on task for communication to run smoothly and not too late to respond.

It amazes me how communication differs culturally. This has been a great experience and learning opportunity for me and how even after three years of PR, there are still new knowledge learnt during my internship.

Levia Kwee

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Curtin Bentley