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Management Theory of Anxiety & Uncertainty

Anxiety/Uncertainty Management (AUM) Theory is used to describe processes involved in intercultural interactions between persons of different ethnic and racial backgrounds. As these groups are considered "strangers" to one another, the goal is to make them neighbors. In addition to pre-existing knowledge of a culture, understanding the unique needs of each individual encounter aids more effective communication.

  1. Communication Breakdown

    • This theory contends that the causes of poor communication between various groups are due to anxiety, uncertainty, and the inability to "predict" behavior. In order for better communications to exist between various groups, anxiety and uncertainty must be reduced to help these groups accurately predict each others' behaviors.

    The Anxiety Factor

    • Anxiety is the feeling caused by a fear of what's yet to come, or a perceived threat (real or not). Tension, worry, and nervousness are forms of anxiety.

    The Uncertainty Factor

    • Uncertainty--in the parlance of AUM theory--is related to the inability to predict the outcome of an intercultural communication. The greater this uncertainty and/or the previous anxiety, the worse the communication.

    Motivation

    • Because all types of communication involve anxiety and uncertainty, the goal is not to eradicate these, but to minimize them for communicating more effectively. The greater the desire to communicate effectively with the other group, the more motivated the person will be.

    Knowledge

    • The degree to which one already understands the other culture--through social networks, for example--the greater will be his ability to successfully communicate. Expectations of the other behaviors also play an important factor, and are directly related to how much experience (if any at all) the person has with the "stranger."

    Empathy is the Skill

    • Not all members from a group are identical. Successful communication, no matter the type, is ultimately a question of empathy, and involves the ability to perceive and respond to the particulars of a given person and situation.

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