Unit 1b

Communication

Useful Terms

Follow-up evaluation

（跟踪评估）

Make (lodge) a complaint

（投诉）

Complimentary ticket

（赠票）

Communication

Definition:

The process by which information and feelings are shared by people through an exchange of verbal and non-verbal messages.

INTERCULTURAL COMMUNICATION Intercultural communication is quite simple the process of communication between individuals from different cultures.

To understand intercultural communication requires an accurate perception of what is conveyed in the verbal mode, as well as what is non-verbal.

INTERCULTURAL COMMUNICATION

Skills in intercultural communication are of great importance: first, expatriates attempt to integrate into a foreign culture, and second, a corporation has to operate in a foreign culture and market its products there.

Hall’s Communication Model

Hall classified societies into two distinctive groups:

high-context societies

, and

low context societies

. The United States is a typical example of a low-context society, while Japan is an example of a high context society.

Hall’s Communication Model

According to Hall, low-context societies are characterized by: heterogeneity ( 异质性 / 多样性 ); high social mobility; high job mobility; short-term relationships; insiders and outsiders being not closely distinguished.

Hall’s Communication Model

High-context societies are characterized by: homogeneity ( 同质性 ); little social mobility; little job mobility; long-term relationships; insiders and outsiders being clearly distinguished.

Hall’s Communication Model

People who live in low-context societies engage in explicit communication while people in high context societies habitually engage in implicit communication. Therefore, although people from within a high-context communicate without society being are able to misunderstood, people from low-context cultures have to master the communication patterns of a high-context society if they want to be assimilated or accepted there. The vice versa is also true.

Communication Disparity

Facilitators of Intercultural Communication

1. Intercultural training

Intercultural training involves a person being educated about the rules that govern communication, interaction and behaviour in another culture. Through intercultural training, expatriates can learn the basic communication rules of a foreign culture, such as how others may be addressed and what sort of mannerisms would be inappropriate.

Facilitators of Intercultural Communication

In many Asian countries, Korea being a typical example, people are careful not to disagree openly with a person much older in age. Therefore a global manager in Korea would have to be extremely diplomatic in dealing with older Koreans.

Facilitators of Intercultural Communication

2. Language training

The possibilities interactions are for communication considerably enhanced and if managers are proficient in the language of the culture in which they operate. An effective global manager is well versed in at least two languages, if not three. It may be true that English is a widely spoken language in the business world.

However, it is also true that it is spoken by only a small percentage of the world’s population.

Facilitators of Intercultural Communication

3. Communication infrastructure A considerable communication amount engaged in by of the global managers involves the use of modern technological systems. Hence, corporations interested in transnational operations invest heavily in the physical infrastructure necessary for global communication. Modern communication systems range from e-mail to (teleconferencing) videoconferencing.

Email Format

Sender: William Receiver: Smith CC: Paul Subject: Monthly Report Dear Smith ….

Best Regards William

Memo Format

To: All heads of department From: Smith Chen, VP of Sales Department CC: SK Gao (President) Subject: Monthly Report Dear SK, ….

Regards Smith