Intercultural Issues In Workplace Communication PDF

INTERCULTURAL ISSUES IN WORKPLACE COMMUNICATION  LESSON OBJECTIVES: 2. Identify the 1. understand the cultural factors that importance of consicering culture in workplace influence communication in t...

INTERCULTURAL ISSUES IN WORKPLACE COMMUNICATION  LESSON OBJECTIVES: 2. Identify the 1. understand the cultural factors that importance of consicering culture in workplace influence communication in the intercultural or twenty-first century cross-cultural communication 3. apply the principles of effective intercultural communication in the witting of professiona correspondence.  Communication and the Twenty-First Century In a study called "The Impact of Globalization on Cross-Cultural Communication" the authors make the point that, "in a global environment the ability to communicate effectively can be a challenge.  Even when both parties speak the same language there can still be misunderstandings due to ethnic and cultural differences (Matthews and Thakkar, 2012). The advances of mass media, particularly telecommunication systems like email, text messaging, and socia networking sites means that people across the planet can communicale and share information with each other. "The world is getting smaller, says Gloria S. Chan (1999) in her essay "Management Communication: An Asian Perspective, and the implication of this in terms of communication is that people who speak different languages or who come from different cultures will have to deal with each other. This type of communication is called cross-cultural or intercultural communication  CROSS- CULTURAL/INTERCULTURAL COMMUNICATION - the exchange of information between people from different cultural backgrounds. An American manager gives direct feedback to a Japanese employee, expecting it to be helpful. However, the Japanese employee feels uncomfortable. Having a multinational or cross-cultural team or partnership has benefts and challenges. On the one hand, diverse cultures can mean a diverse knowledge base and new approaches to solving workplace problems. On the other hand, certain ideas may be at risk of being "lost in translation.' As Emy Pascasio (1999) notes, "Cross- cultural faux pas result when we falil to recognize that persons of other cultural backgrounds have diferent goals, customs, traditions, thought patterns, and values from our own." Although not directly related to communication, one example of a cultural difference that matters in workplace interactions is the value given to` time. Pascasio (1999) notes that "Americans value promptness. They generally make use of schedules and evaluate each other's behaviour in these terms.'' This is also true in Japan, where the trains--and people-are expected to arrive on schedule. However, in the Philippines, "to arrive late is the norm rather than the exception and it has a different meaning depending on how late one is, the circumstances of the meeting, and how well one knows the person being met' (Pascasio, 1999). To elaborate, according to a recent Inquirer.net article, "arriving one minute late will likely not merit an apology, but one hour would" (Lasco, 2017). Cultural differences are tied to language differences, that is language and culture go hand in hand. As Pascasio (1999) notes, "Language reflects the realities of a given culture and affects the way its members define their experiences." For example, some languages have specific terms for concepts that hold cultural significance, such as various words for family relationships, reflecting the importance placed on family. Language can reflect how concepts like time, distance, color, pain, and so on are perceived differently by people from different cultures. The pronoun systemn of the Tagalog language, for example, has two equivalents of the English "we": The term "kami" is exclusive and refers to the in-group (and excludes the outsider). while the term "tayo" is inclusive (Pascasio, 1999). One must be wary then of using expressions like blowout (a treat), dirty ice cream (local ice cream bought from street vendors), jingle (to urinate), or go down (get off a vehicle) when conversing with non-local speakers of English. Another example that is particularly pertinent to workplace communication is how "no" is said or expressed by people from different cultures. In Western countries, like the US, clarity is very important: this means communicating a refusal has to be brief and direct. However, in-many Asian countries, "more focus is placed on the context of communication than the communication itself" (Kim, 2013) and a direct "no" is considered unnecessarily harsh and off- putting. Speakers and writers from these contexts fhus find alternative or "indirect" ways of saying "no." According to Sean Upton-McLaughlin (2014), a Chinese-focused writer, editor, and business consultant, in China, for instance, one method of saying no is "to begin a refusal by expressing one's own embarrassment at the situation." Many guidebooks for tourist or business purposes warn Westerners about misunderstandings regarding the Japanese of saying "no." In fact, a book entitled Doing Business with the New Japan (2008), lists sixteen ways of ayoiding saying "no"; these ways include tangential responses counter questions, a conditional "no," or silence. This and other practices such as nodding "yes" during a conversation to indicate attention to what the conversation artner is saying ather than agreement with what he/she is saying , may be explained by the Japanese value or maintaining interpersonal harmony over frankness (Hodgson, Sano & Graham, 2008) Sometimes a linguistic difference may be at fault such as when an American boss makes q request and asks "Do you mind?" and the Filipino responds with a "yes" to mean a willingness to do the errand and not "Yes I mind" (Pascasio, 1999). Effective Intercultural Communication By now, it should be clear how important it is to be culturally aware and culturally sensitive when navigating intercultural communication. The key to be aware of the existence of cultural differences and managing such differences. Here are two more cultural differences that affect communication between those from the East and West, along with some suggestions as to how to find a middle ground Directness Versus Circumlocution As mentioned earlier, brevity, clarity, and directness of communication are favored in American and British cultures. As Chan (1 999) explains it, "this means that a message, an idea, a request, etc. should be conveyed to the audience or recipient clearly and in as few words as mandatory." For example, when communicating a refusal or rejection to Westerners, Asians should avoid circumlocution or indirectness and instead, state a polite yet clear "no." On the other hand, a Westerner communicating with someone from Asia should be aware of the latter culture's valuing of interpersonal harmony or smooth interpersonal relationships (abbreviated as SIR). For instance, when an American communicates in a typically direct way to a Filipino, this can be viewed as too "brutally frank" an approach, according to Pascasio (1999). Pascasio paraphrases Frank Lynch's definition of SIR as "a facility at getting along with others in such a way as to avoid outward signs of conflict" (Pascasio, 1999). The American who is aware of the value of SIR can then make an attempt to both clearly convey a rejection but also "soften" this with buffers, for instance an explanation or good news preceding the outright "no."  Personal/Friendly Language Versus Respectful Language Chan (1999) calls attention to the empnosis in Western contexts on using friendly and personal-father than impersonal-language in the workplace. Employers and employees are encouraged to use personal pronouns such as you, me, and we in willing: she says the objective of this is the establishment of rapport between communicator and audience (Char, 1999). For example, in American workplaces, colleagues are encouraged to use first names when conversing with each other and even with their employers. However, in Asia, the use of formal titles is a war of showing respect for someone considered superior-"in age, economic status, education, profession" (Chan, 1999).  In the Philippines for example, the dropping of a title in favor of using the first name of someone older and higher in rank is considered rude or disrespectful. Pascasio notes that "Informal addresses are used only with peers or those of lower status such as the rank and file" ([Pascasio 1999) Speakers from this context are therefore conscious of addressing people with titles or labels such as Boss Doctor, President Attorney Manager, Judge Engineer, Commissioner, and Professor (Pascasio 1999; Chan 1999). Intracultural communication Communication between people of the same culture or social group. Intracultural communication often occurs within groups that share a common language. Intercultural communication Communication between people from different cultures. Intercultural communication often occurs between people who do not share a common language, but instead interact through a common language. Inter is Latin for between or among and intra means on the inside, or within. Gloria S. Chan says that intercultural communication is more challenging than intracultural communication because there is greater mastery of one's own language and culture. Yet for intercultural communication to be effective, adaptations to a culture different from one' S own are necessary One also needs to "abide by the cultural norms and standards English imposes on the users of language' (Chan, 1999) THANK YOU SO MUCH  1. the exchange of information between people from different cultural backgrounds. A. cross-cultural/intercultural communication B. intracultural communication C. extra curricular communication D. communication 2. Gloria S. Chan (1999) in her essay _______________________________________________ A. "Management Communication: An Asian Perspective” B. “Management Verbal Communication: An Asian Perspective” C. “Management Communication: An American Perspective” D. “Management Verbal Communication: An American Perspective” 3. It is the communication between people of the same culture or social group. A. cross-cultural/intercultural communication B. intracultural communication C. extra curricular communication D. communication 4. English "we": The term "kami" is _________ and refers to the in-group A. exclusive B. inclusive C. declusive D. delusive 5. while the term "tayo" is __________ (Pascasio, 1999). A. exclusive B. inclusive C. declusive D. delusive 6. As _________ _________ (1999) notes, "Cross-cultural faux pas result when we falil to recognize that persons of other cultural backgrounds have diferent goals, customs, traditions, thought patterns, and values from our own." A. Emy Potato B. Louie Pistachio C. Emy Pascasio D. Emy Tomato 7. Inter is Latin for between or ___________ A. among B. imong C. inong D. inang 8.. and intra means on the inside, or _______ A. within B. without C. withside D. with no side 9-10. LIST THE 2 CULTURAL COMMMUNICATION  GROUP PROJECT By Larana Group MEMO  MEMOS MEMO The memo follows a specific format designed for internal communication (see the template in Lesson 1). It tends to be brief (one page is usually enough), and its content is arranged into paragraphs, typically just one to three. The memo's subject line is of prime importance.  MEMOS MEMO Like a title, it "aids in filing and retrieving the document, tells the readers why they need to read the document, and provides a framework in whichto set what they are about to say" (Locker and Kienzler, 2013).  EXAMPLES A B Too general: Training Wordy: Survey of Students' Seminar Preferences Regarding Course Offerings Better: Dates for 2018 Training Seminar Better: Students' Course Offering Preferences Or: Schedule of Training Seminar on Conducting Or: Survey of Students' Interviews Course Preferences  IN THIS MEMO, YOU SHOULD: Imagine that you are Raissa inform the employees that the Mendoza, the coordinator of Center will be up and running in a Employee Relations at month's time; StarPower Data Associates. briefly describe the details of the Write a memo addressed to daycare center; inform them that there will be an the employees of the official set of guidelines based on company, announcing the the advice of Sherwil Jose, manager establishment of the daycare of Legal Support Services, and will Center. You may use the be made available to all; and make a point about the importance memo provided here as a of following these guidelines for the guide for the information to security of the children and the provide. maintenance of a professional atmosphere. BUSINESS LETTER  BUSINESS LETTER The business letter, like the memo, should be clear, concise, and organized. Typically, it contains a brief introductory paragraph establishing the context and purpose of the letter, a middle section conveying details of the message in a logical sequence, and a brief concluding paragraph politely requesting action, thanking the reader, or providing any additional pertinent information.  BUSINESS LETTER While the main message should be the focus of the letter, it is important to write effective openings and closings. Openings should be clear and direct, that is, they should immediately tell the reader the purpose of the letter. The following two examples show the difference between an indirect and a direct opening.  EXAMPLES INDIRECT DIRECT Thank you for your You will be glad to email of May 11 in which know that we have you inquired about the availability of sprinkler an ample supply part H640B. of H640B parts. The closing or concluding paragraph wraps up the main points while building goodwill via what is called a positive or forward-looking fingi message. For example, writers can say, "I'm glad to have been of help, "Feel free to call me again," or "I look forward to... [working with you, receiving your application in the next call for proposals, etc.]. WORK EMAIL Like memos and business letters, email messages should be warm and friendly, but not too conversational, emotional, or intimate. The goal is a professional tone- neither too formal nor too conversational. There are guidelines specific to email correspondence. The term "netiquette" refers to etiquette on the Internet or the acceptable ways of communicating on Internet platforms. Various netiquette guides are available online. Here are some links to a few of these: Netiquette links: http://email.about.com/od/emailnetiquette/tp/core_ neti-quette.htm http://www.businessinsider.com/email-etiquette- rules-every-professional-needs-to-know-2016-1 Workplace emails still follow the standard format, minus the automatic components: email systems automatically insert the date of Incoming messages and the name and email address of the sender. The writer inputs the name and email address of the recipient, as well as the subject which, as in memos, should summarize the central idea of the message. Work emails have salutations that use the colon at the end, but in certain contexts when sender and recipient have a close working relationship, titles are dropped and first names are used. Paragraph arganization is the same as for memos and letters, and the information given should be only what is necessary. Opening fillers (there is, it is), long lead-ins (I am writing this memo to inform you that), and wordy phrases because of the fact that) should be avoided. Lastly, it is best to compose emails offline or to at least proofread the message before sending it. THANK YOU  KRYSTELLE BULQUERIN JOB APPLICATION Process Join us for a thoughtful discussion on a clever job application process that will give you the confidence to succeed in the challenging employment market. Take advantage of this chance to advance your career and accomplish your professional objectives.  Cover Letter and Résumé The first two workplace documents any person has to accomplish upon or even before graduation are the cover letter (or letter of application) and the résumé. Job Search Strategy Page 01 of 07  Cover Letter and Résumé A cover letter is a "letter you write to a prospective employer to persuade him/her to give you a job" (Arinto, 2009). It is very important that the cover letter does not contain mistakes when it comes to the information about the company and prospective employer. The applicant should find out the full name, position, and preferred title of the addressee sometimes the employer. sometimes the head of a Human Resources department. Job Search Strategy Page 01 of 07  Cover Letter and Résumé The message should provide adequate information about the position being applied for, the top qualifications of the applicant (highlights of the résumé), how the applicant stands out from other applicants, and contact information of the applicant. In a cover letter template constructed by Richard J. Wallace (2006) in the Adams Cover Letter Almanac, he provides a summary of the kind of information that should be included in each section of a cover letter. Job Search Strategy Page 01 of 07  Cover Letter and Résumé First, the date and inside address should be provided, the latter including the contact person's name and position, as well as the company name and its address. Like in other business letters, the salutation should begin with the word "Dear," followed by the appropriate courtesy title (e.g., Mr.. Ms.. Dr., Prof., Atty., Engr., Hon., etc.) and a colon. Job Search Strategy Page 01 of 07  Cover Letter and Résumé In the first paragraph, the applicant should immediately state an interest in the specified position as well as give reasons, for example, background, as to his/her suitability as a candidate. The first paragraph should be kept short -no longer than a page or half a page. In the second paragraph, qualifications should be supported with concrete and specific details, such as highlights from the applicant's résumé. Job Search Strategy Page 01 of 07  Cover Letter and Résumé The applicant's interest in the company should be emphasized further with details that call attention to the fact that he/she knows the firm, field, or industry well. In the closing paragraph, there should be a request for an interview or some form of follow-up action. The complimentary close should be formal (e.g., "Sincerely," "Respectfully." or "Very Truly Yours"). Job Search Strategy Page 01 of 07  Cover Letter and Résumé Next, Locker and Kaczmarek (2009) define résumé as a document attached to a cover letter to serve as "a persuasive summary of your qualifications for employment" (as cited in Robinson-Easley, 2013). Job Search Strategy Page 01 of 07  Cover Letter and Résumé Ideally, unless one is applying for a top-level position, one page is adequate especially for fresh graduates. Less important content should be trimmed or omitted in order to fit the more important achievements into a single page. There are many different ways of writing a résumé depending on the requirements of the job, but only the three main types will be covered here. Job Search Strategy Page 01 of 07  Cover Letter and Résumé 1. The chronological résumé is the traditional and most accepted résumé format. Items are listed in reverse chronological order, with the most recent work or schooling first. Names, dates, and places of employment are listed, and education and work experience are grouped separately. Job Search Strategy Page 01 of 07  Cover Letter and Résumé 2. The second type, the functional résumé focuses on the skills and talents developed by the applicant and does not emphasize job titles, employer names, and dates. Job Search Strategy Page 01 of 07  Cover Letter and Résumé 3. Finally, the chrono-functional résumé, as the name suggests, is a combination of the two types: It chronologically lists job history and education but also allows the applicant to highlight certain marketable qualifications. Job Search Strategy Page 01 of 07 24 April 2011 Dr. Anna M. Rodriguez Chairperson, Department of English and Comparative Literature College of Arts and Letters, University of the Philippines Diliman, Quezon City Dear Dr. Rodriguez, I am writing to express my interest in returning to teach in the Department of English and Comparative Literature (DECL). A former colleague informed me of the current availability of positions, and I would like to formally request your consideration of my application. I previously served as an instructor in your department for six and a half years. Since then, I have gained additional experience as both an educator and scholar over the past four years. I am nearing the completion of my PhD in Literary Studies at the National University of Singapore (NUS), with my dissertation on rewritings of Charles Dickens' A Christmas Carol currently under examination. At NUS, I served as a teaching assistant in the Department of English Language and Literature for four semesters, where I taught courses such as Introduction to Literature (EN1101) and Film and Other Cultural Texts (EN2102). I also pursued advanced coursework in literary theory, cultural studies, and discourse analysis, further enriching my expertise in these areas. Additionally, I hold a background in creative writing, my undergraduate major, and English language studies, which was the focus of my master’s degree. My training in professional education, along with positive evaluations from students both at UP and NUS, affirms my commitment and effectiveness as an educator. Given my extensive teaching experience, academic achievements, and commitment to fostering critical engagement in literary studies, I am confident that I would be an asset to DECL. Enclosed with this application are my supporting documents, including my résumé, undergraduate and graduate transcripts, student evaluations, and sample syllabi for courses I have taught. I would be pleased to discuss my qualifications further in an interview. Thank you very much for your time and consideration. Sincerely, Aurora Roja S. Reyes PhD Candidate, National University of Singapore  1. The business letter, like the memo, should be clear, ______, and organized A. concise B. consise C. organized D. organised 2. Like memos and business letters, email messages should be ______and friendy A. warm B. warmly C. cold D. coldly  3. Like memos and business letters, email messages should be warm and _______, A. friendly-friendly B. not-friendly C. super friendly D. friendly 4.. The business letter, like the memo, should be clear, concise, and ________ A. concise B. consise C. organized D. organised "5. Who said that “it aids in filing and retrieving the document, tells the readers why they need to read the document, and provides a framework in whichto set what they are about to say" A. Tienda and Kienzler, 2013 B. Kienzler and Louie, 2013 C. Locker and Kienzler, 2013 D. Marl and Cam, 2013