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A Sociolinguistic Study of Intercultural Communication 1// How to keep the pofjie boiling: A sociolinguistic study of intercultural communication in a Cape Town workplace Town Submitted in fulfillment of the requirementsCape of a Master of Arts Degree University ofof Cape Town 1999 University Carin Dippenaar The copyright of this thesis vests in the author. No quotation from it or information derived from it is to be published without full acknowledgementTown of the source. The thesis is to be used for private study or non- commercial research purposes only. Cape Published by the University ofof Cape Town (UCT) in terms of the non-exclusive license granted to UCT by the author. University CONTENTS Acknowledgements ........................................................................................i Abstract .......................................................................................................ii CHAPTER ONE: Introduction ....................................................................................... 1 1.1 Introduction ...................................................................................................................................... 1 1.2 Tbe Case Study ................................................................................................................................. 8 1.3 Methodology ................................................................................................................................... 14 CHAPTER TWO: Researching Intercultural Communication .............................. 20 2.1 The Meaning of Culture ................................................................................................................. 20 2.2 The Need for Intercultural Communication .................................................................................. 24 2.3 Theories of Language in Interaction ..............................................................................................Town 27 2.3.1 Language and Power .................................................................................................................. 28 2.3.2 Politeness and Face Theory ........................................................................................................ 29 2.3.3 Language in Use ........................................................................................................................ 37 2.3.4 Accommodation Theory ............................................................................................................. 40 2.3.5 Code-switching .........................................................................................................................Cape 42 2.4 Towards Intercultural Sensitivity: Training Approacbesof .............................................................. 44 2.5 Interactional Sociolinguistics .......................................................................................................... 55 2.5.1 Preparing the Way ..................................................................................................................... 55 2.5.2 The Rise ofInteractional Sociolinguistics ................................................................................... 58 2.5.3 Concerns of Interactional Sociolinguistics .................................................................................. 59 2.5.4 Methods ofInteractional Sociolinguistic Research ...................................................................... 68 CHAPTER THREE: BusinessUniversity Structures ................................................................... 73 3.1 Introduction .................................................................................................................................... 73 3.2 Communication............................................................................................................................... 74 3.3 Organisational structures and designs ........................................................................................... 81 3.4 Managerial types ............................................................................................................................ 84 3.5 Corporate Culture .......................................................................................................................... 88 CHAPTER FOUR: Towards Successful Intercultural Business ............................... 93 4.1 Introduction: Defining Success ••••••••••••••••..•••.•.••••••••••••.•••.••••••••••••••••••••••..••••.••.•••••••••••...•••••••••••••••. 93 4.2 Flexibility and tbe Future •••••••••••••.••••••.•.•••••••••••.•••••••••...••••••••••••••••••••••••••••••••••••••••.••...•••••••••••••••••• 96 4. 3 Service ............................................................................................................................................ 98 4.4 Organisational Structure •••.•..•••.•••••••••••••••••••••...••.•••....•..•••••••.•••••••••••..••..•.••..•..••••••.•••.••••••.••..•.••..• 100 4.5 Quality Control Circles and Participation •••••••••••••.•••••••••••.••••••••••••••••••••••••••••••••••••••••••••••.••••••••••• 102 4.6 Education and Training................................................................................................................. 106 4.7 Management ...................................................................................... ~ ........................................... 110 4.8 The {fbuntu Pbilosopby ................................................................................................................. 113 4.9 Motivation ...................................................................................................................................... 117 4. 10 Communication........................................................................................................................... 122 CHAPTER FIVE: The Unity Forum ............................................................................Town 128 5.1 Introduction ................................................................................................................................... 128 5.2 Language Cboice ........................................................................................................................... 129 5.3 Terms of Address........................................................................................................................... Cape 136 5.4 Company Culture ..........................................................................................................................of 139 5.5 Analysis of Language Use in Meetings .......................................................................................... 141 5.5.1 Planning ................................................................................................................................... 142 5.5.2 Explaining and Clarifying .......................................................................................................... 151 5.5.1 Complaining ............................................................................................................................. 157 5.5.4 Contestation or Disagreement ................................................................................................... 162 5.5.5 Criticising ................................................................................................................................ 168 University CHAPTER SIX: Conclusion and Recommendations ............................................... 113 6.1 Conclusion...................................................................................................................................... 173 6.2 Recommendations for Future Researcb ........................................................................................ 182 BIBLIOGRAPHy ........................... , ...............................................................184 Acknowledgements I am deeply grateful to everyone at the company studied for their co-operation and willingness to help. Their assistance went way beyond the call of duty, and their friendliness made visiting the company a pleasure. Thank you to Grace for the metaphor I have used in my title - it was an excellent summary of the intercultural co-operation I found at the company. Thank you Neil for making the study possible, Shaun for your time, advice and support and Chantel for filling in questionnaires and escorting me to sites. Thanks to all members of the Unity Forum for accommodating me and tolerating the recording devices I imposed on you, and for your honesty. And to all the guys on site: I really enjoyed meeting you and found your comments very useful; thanks for giving up your lunch times. I would like to express my sincere gratitude to CALSSA, the Lestrade scholarship committee, the UCT scholarship committee and the De Villers Smuts scholarship for the financial support which made this research possible. Town My supervisors Kay McCormick and Raj Mesthrie deserve thanks and praise for the speed and accuracy of their reading, the abundance of their ideas and suggestions and their book collections. I have enjoyed working with you both and each of you has taught me a great deal. Thank you for sharing your wisdomCape and experience. of Various others deserve mention here for giving generously of their time and expertise. Thanks to Janine Weisenberg for your enthusiasm and suggestions; to Wendy Walton for your willingness to provide information on request; to Norine Berenz for e-mail parcels
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