GEB 3213 Exam 2 - Trammell

What are approaches to communication dictated by?

Cultural contexts - the cultural norms

Why does the US prefer the direct approach?

Because we value sincerity and openness.

The US business culture favors _______ thinking.

We prefer things explained in a ______ & _________ fashion.

Linear

chronological & narrative

What is unique about the indirect approach in regards to other cultures? (2)

1. Point Not at beginning

2. Prioritizes vital cultural norms.

Indirectness may include what? (5)

1. Deliberate use of ambiguity

2. Elaborate courtesy and graciousness in wording

3. Meaning carried with message's context

4. Digressions

5. Hierarchy in business

Why is ambiguity used in the indirect approach? (5)

1. Takes pressure of responsibility off the reader/writer.

2. To "save face"

3. It creates multiple meanings

4. Could signal the writer's subtleness and skill to the reader.

5. Suggest reader to pay attention to whats not said

What is paralanguage?

Vocal Qualifiers and Vocalizations.

List some vocal qualifiers.

Pitch, volume, velocity

List some vocalizations.

Non-word vocalizers and fillers

i.e. "uh-huh"

How does the US view high pitch?

How does the French?

US: Speaker is uncertain/doubtful

It it typical.

How can nonword vocalizers be misinterpreted?

US "uh-huh" is good but in Japan it means Yes

How is eye contact seen in the US?

In Japan?

US: Honesty

Japan: Invasion of privacy; rude

What is different in regards to gestures between the US, Japanese and Middle Eastern business culture?

Middle East:Use very large gestures, touch listener,

US: not as expressive, still uses forceful gestures (drumming to underline point)

Japan: Very few gestures

What are the different categories of nonverbals? (5)

1. Chronemics

2. Oculemics

3. Haptics

4. Olfactics

5. Chromatics

What are some other nonverbal considerations we should make in meeting with people from other countries? (4)

1. Use of office space

2. Silence

3. Greetings

4. Personal space

What is chronemics?

A culture's attitudes and perceptions of time.

What are the different views of chronemics?

Monochronic and polychronic

What is the monochronic view?

Time is seen as linear and work is seen as a task by task accomplishment within a time frame.

What is the polychronic view?

Time is seen as elastic and open-ended.

Doing several important tasks simultaneously

Which countries are monochronic and polychronic?

M: US, North America

P: South & Central America, Mediterranean, Middle East

Which countries take time commitments very seriously?

1. US

2. Northern Europe

3. Asia

4. German

5. Swiss

What is oculemics?

AKA oculesics

The use of eye contact and gaze

How does the Middle East use eye contact?

To men: intense to shoe interest

To women: little or none to show respect

What is haptics?

A culture's touching behaviors.

What are the "no-touching" cultures? (6)

1. US

2. Japan

3. Canada

4. England

5. Sweden

6. Finland

What are haptic-friendly countries?

1. Italy

2. Greece

3. Spain

4. Portugal

5. Latin America

What is olfactics?

How smells play a role in nonverbal communication.

How do different countries view stance and posture?

Germans very formal

US seen as casual

Middle East: DO NOT cross legs or show bottom of feet

How can you make sure not to offend someone with your stance and posture?

Follow the lead of your counterpart.

What is chromatics?

The imporTance of color in a culture.

How do different countries prefer a handshake? (5)

1. US - firm

2. France - soft

3. Germany - firm with slight head bow

4. Japan - Arm fully extended with a low bow

5. Middle East - free hand placed on forearm of other person

What is the order of countries that prefer the smallest personal space to the largest? (6)

SMALLEST

Latin America

Middle East

France

North America

Germany

Japan

LARGEST

What is the primary way business people communicate all over the world?

Letters

What are two big cultural priorities in the US?

Efficiency and time-saving

What are the benefits to using a letter?

1. allows permanent record

2. higher level of formality and professionalism

What are the three strategies used in US letter writing?

1. Clear content

2. positive tone

3. Proper format

How do you create clear content? (3)

1. Stay brief and concise

2. Use active voice and familiar language

3. Examine audience and consider the language

How do you create a positive tone? (5)

1. Use the you-attitude

2. Use Positive emphasis

3. Use reader benefits

4. Analyzing your audience

5. Shaping your document.

What does using positive tone do?

It can build goodwill in your reader

What is the importance of using the proper format in a letter?

Balancing and spacing of the text on a page makes a great nonverbal impression.

How do you create the proper format?

1. Avoid justified margins (never use right margin)

What logic does the direct approach use?

Deductive

Which types of messages should use the direct approach? (6)

1. Positive/Neutral news

2. Making/Responding to requests

3. Making/Responding to claims

4. Placing/Responding to orders

5. Positive Recommendations

6. Composing goodwill messages

When do you need more persuasion?

When making a sale or delivering bad news

Basic format for the direct approach is?

First paragraph

--- 1st sentence gives main point

Middle Paragraphs

---explanation or necessary details in completing message

Closing paragraph

---positive or neutral closing may request action

How are US offices laid out? Why?

Manager separate (better) office and the rest in cubicles.

more individualistic

How are Japanese offices laid out? Why?

Manager in larger desk facing individual workers' desk like a classroom.

more group oriented.

What is needed in the opening paragraph of a routine message?

Main point immediately.

What is needed in the body of a routine message? (5)

1. Details

2. Background info

3. Explanations

4. Logically organized

5. May include # or bullets

What is needed in the closing paragraph of a routine message (3)

1. Positive or neutral tone

2. Wrap up content

3. Request action w/ DEADLINE and reasons

What are the basic categories of routine messages?

1. Info requests

2. Order requests

3. Claim requests

What else should be remembered with routine messages?

Use polite language

How should you format your order letters?

Listing items vertically

Which approach do claim letters use?

Direct

It is wise to do what when responding to a complaint? (2)

Not to admit error or apologize

What are the top four things to avoid when responding to a complaint? (4)

1. Unrealistic promises

2. Blaming individuals or departments

3. Blaming customers

4. Language with negative connotation

How do you close a response to a complaint? (5)

1. Stay positive

2. Assume complaint was answered and business will continue

3. offer new products

4. Thank the reader for their business and for bringing problem to attention

5. If client is at fault make their error clear but in nice way

What kind of messages are used for goodwill?

1. Thank you notes

2. congratulations

3. letters of condolences

What do good will messages do?

Help business people establish a strong network of professionals.

How are negative routine messages in South Korea? (5)

1. more emotion driven and sensitive

2. avoid mistakes and below average performance

3. Indirect

4.Personalize the reader (& themselves)

5. pattern of

---a-intro buffer

---b-discussion of info

---c-identify complaint

---d-request action

In south Korea how is criticism seen?

Very personal

What do buffers do? (south Korea)

Keep attention away from bad news.

How are routine messages in China? (6)

1. Indirect

2. High context

3. Starts with idea or life experiences

4. use the senses

5. open paragraph setting up basis of relationship

6. second paragraph gives face to the reader

List and describe the Chinese senses.

Qing

---persuasion/emotion

Li

---persuasion/reason/truth

Qing and Li are inseparable!!!

Jing

---persuasion through descriptions of natural world. (emotion/nature)

How are routine messages in Arabic cultures? (6)

1. Very expressive

2. Figures of speech

3. Passionate/Exuberant

4. Repeated syllabic sounds

5. Wordy (indirect)

6. Self-praised

What is the best way to approach the job hunt?

Target specific positions and companies using a direct approach.

What is the first part of the direct approach in the job hunt?

Focusing on interests, desires, and goals

What are the three categories of transferable skills?

1. people

2. information (data & ideas)

3. machinery/technology

What skill set is most important?

Transferable

Out of the transferable skills, which are the most vital?

Information

-- data and ideas

What is the top way of finding a good job?

Networking

According to experts you should tell how many people that you're on the job market?

50

What is a good strategy when creating your web of contacts?

Use other job hunting sources.

What are some job hunting places/services? (4)

1. career center

2. job-placement agencies

3. job fairs

4. Ads online/printed

What is the purpose of your resume?

To grant you an INTERVIEW

To gain employment you must use your ______ _______.

people skills

How is a resume typically composed?

1. contact info

2. Career objective/summary

3. Qualifications

---education

---work experience

---awards/activities

Sans serf is used for _______ while the serif font is used for _______.

Name and headings

text/body

In regards to contact info, what kind of font should you use?

For your name: 14 - 17 pt sans serf font

everything else: 11 - 12 pt serif font

What type and font size do you use for the headings in your resume?

The same size and font (sans serif) as your name

What is important to remember in the career objective section?

Only use it if you have something very specific to say

What are the main points of the career or qualification summary? (2)

1. to quickly highlight and summarize your key qualifications or strengths

2. clarify transferable skills

What is the bulk of your main qualifications?

Work history and academic background.

How are resumes generally written in regards to time?

Reverse chronological order. (start with most recent)

What should NOT be included in a resume? (5)

1. Any high school info

2. "Responsible for..."

3. Passive Verbs

4. Complete sentences

5. "I" or "me"

What should you include for your education on your resume? (5)

1.Degree

2. Major/minor

3. Your institution

4. School's location

5. Graduation date

What is the gpa threshold?

only use it on resume if 3.75 or higher

What should you include in the work experience section of the resume? (4)

1. Job title.

2. Firm's name and location

3. Dates of employment

4. Responsibilities/ accomplishments

What is the order of the work history section in a resume?

Start with most recent (reverse chronological)

Which work experience should you want to prioritize on your resume? (3)

1. Most relevant to the job

2. Strongest/professional positions

3. Positions held the longest

What is the key in regards to work experience and resumes?

Connect the transferable skills learned on PT jobs with the skills you will use in the professional world.

Each entry in a resume should have what?

At least three bullets describing it.

How should you begin your bullets on a resume?

with action verbs (DON'T use nouns)

What is included in the activities and honors section? (6)

Professional outside activities

1. Volunteer work

2. military service

3. membership in organizations

4. leadership positions

5. academic awards

6. Club

What is important to remember with the references section of your resume?

It should be a separate document.

How do most people format their resumes?

Bulleted and one page.

If you decide to use a second page on a resume, what do you need to do?

Use at least half of it.

What do application letters do? (6)

AKA cover letters

1. Act as complements to your targeted resumes.

2. Give more detail of resume content

3. Gives you space to back up info and list examples.

4. clarify top transferable skills

5. Help introduce yourself

6. Help make strong impression

What information should be included in a cover letter? (3)

1. Position applied for

2. Strengths, qualifications, skills

3. asking for interview

How should you being your cover letter?

A brief introduction of yourself and a greeting.