Jane was sent by her Chicago-based company to a business convention in Tokyo, Japan. While at lunch, she and several other Americans in attendance sat together at lunch. As they laughed and enjoyed themselves, Jane noticed that many people glanced at them uncomfortably and whispered to each other. When Jane asked the young waitress what was wrong, the girl avoided eye contact with her, shook her head without saying a word, and quickly walked back to the kitchen. Which of the following is most likely the cause of confusion in this scenario?
Answer
A
The rules governing nonverbal communication in Japan are very different than those in the U.S.
B
Nonverbal communication is ambiguous, and there are several people in this scenario who are all interpreting messages that seem foreign to them.
C
The multiple channels involved and the many ways in which verbal and nonverbal communication integrate make this situation complicated.
D
All of the above are likely causes of confusion in this scenario.
Explanation
The scene involves several possible sources of confusion: nonverbal conventions can differ between Japan and the United States, and gestures or expressions can be interpreted in more than one way. It also combines verbal and nonverbal signals, such as the waitress avoiding eye contact and shaking her head without speaking. Because all three factors may contribute, the best answer is “All of the above are likely causes of confusion in this scenario.”
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