1. PANHA CHIET UNIVERSITY Bachelor Programs Intercultural Communication in The Global Workplace Fifth Edition Iris Varner & Linda Beamer Chapter 5 Organizing Messages to Other Cultures Cultures Facilitator: UON SOKCHEA MEd, MBA & PhD Can. (+855) 17 56 52 87 Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

2. 1- Review of Communication Model Meaning and Communication Model – Basic for most communication models is that an Idea travels from Sender through Channel to Receiver. – When the communications operate within different cultures, the meanings are likely to be different, too. Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

3. Communicating with others involves three primary steps: – Thought: First, information exists in the mind of the sender. This can be a concept, idea, information, or feelings. – Encoding: Next, a message is sent to a receiver in words or other symbols. – Decoding: Lastly, the receiver translates the words or symbols into a concept or information that he or she can understand. Why, how, who, where, and when are the critical factors in understanding communication differences in organizations. Why: The Purpose and Factors of Communication – Business functions require communications. Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

4. – Senders of business messages have the following purposes: Instructing Directing Informing Reporting Eliciting information, Opinions, authorization Generating enthusiasm Resolving conflicts Analyzing situations & problems Motivating Negotiating Coaching and mentoring Thanking Rejoicing with the receiver Warning about possible problems Guiding around pitfalls Apologizing Expressing acceptance of apology Reconciling Expressing hope Congratulating Selling Reprimanding Refusing Evaluating Persuading Agreeing Proposing Granting request Transmitting Praising Expressing concern or sympathy Encouraging Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

5. How involves the way messages are organized and encoded. Who: Receivers or senders in Business Communication – Who within an organization is the appropriate person to receive or to send the message? Where: Channels of communication – Organizations can also agree on the channels of communication, or where it will take place. – Channel choices involve the issue of what should be put in writing or what should be communicated orally. – Message Communications can be done by Fax, Telephone, E-mail, Facebook post, Face-to-face exchange, or etc. Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

6. When: Time or Timing of Communication – When to communicate is more complex than simply keeping time zones in mind. – Cellphone technology has made it possible for people to reach across continents and time zones to speak to another one. – Knowing when to communicate also means choosing the right moment for a particular message. – When to communicate also involve being “on time” Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

7. 2- Organizing Routine Messages The Direct Plan The direct plan is favored largely by results-oriented culture such as the United State. To avoid ambiguity (unclear situation), get the message across clearly, and be concise: – Choosing words with care for exact and precise meaning and eliminating unnecessary words and phrases. – Sentences are short and use a clear subject – verb – object pattern in complex structures, avoiding sentence problems. – Putting the main message in the first sentence Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

8. The Indirect Plan The indirect plan is favored by relationship- oriented culture such as Asia, Latin America, Africa, and the middle East. The indirect plan does not put the main message in the first sentence. The direct-plan letter, as sample is also used by businessmen in Middle East for certain message, it is the best way to organize routine business message for most American, Canadian, Australian, British, New Zealand, and Northern European readers. Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

9. AMMAN CIGARETTE TRADING COMPANY Jabal Amman, 6 th Circle, Al-Basra Street 12, 2 nd Floor Amman, Jordan P.O Box 1234, Amman 11182 Tel: +962 6 7654321 Date:28/3/2002 Reference FC/w/221 Respected Filterona Company, Jordan Attention/ Researched Mr. Mohammad Abu Umman Subject: Request for Filters Situations, We request your courtesy in supply us with 357 cartons of Cigarette filters, each carton to contain 22350 filters; therefore the total will be 7078950 filters, with the same specifications that you have supplied us before, requesting the delivery as soon as possible, using this information in Iraqi manifest: SenderAmman Cigarette Trading company/ Amman ReceiverIraqi company for cigarette production Mr.Samaani Utthman Makhmoud/Baghdad Customer broker: sa’ad al Jaff – Office (3) Tel 5115115/7711717 Also, please supply us with the copy of Iraqi manifest after it is issued. We thank you for your good help Accept our utmost respect, For: Khalid al Assel Saif Khalil Main Message Company’s Contact Background Information makes main message more clearer.

10. The indirect-plan letter is the request for help and the main message come in the next-to-last phrase. Attn: CEO Mr. Guo How are you! For a long time we have not had any connection; how’s your business been recently? There is something I really ask you to concern yourself with, which is: Before the Spring Festival our factory helped Xu Xuefong, supplying several hundred clothing samples to him. The goods were already sent to him some time ago,[but] to date the payment has not been sent my factory. We have waited a long time [probably 90 days] as accounting requires before we can close the account. The international department also know this. I look for him several times and he mentioned payment, but up to now we still have not received payment. Would you please help us speed up this matter? Thank you so much. Yang Zhinyan

11. 3- Organizing Persuasive Messages and argumentation The western persuasive logic is the style of European reasoning in order to persuade. The East Asian persuasive logic is the persuasive reasoning which has a root more than 2,500 years. An important principle in East Asian reasoning is balance. Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

12. – Arabic Persuasive Logic differs from East Asian reasoning, but is more like the Western reasoning. Presentation is the way communication which involves the three key elements: Language and word choice Ability to raise emotion An authoritative voice Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

13. Persuasion Tactics A tactic is for the persuader to generate pity by describing the pain and misfortune that have been experienced. For instance, a small supplier may run into problems with delivery schedules and wish to persuade the customer to accept delayed delivery. Persuasion tactics are according to the cultures of people or organizations in relationships, adopting certain roles in order to persuade. Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

14. 4- Organizing Unwelcome messages Communicating about Problems – Talking about what’s wrong is not easy for people in any culture. – People in high-context cultures like China put a high priority on keeping harmony, nurturing relationship. – People in the low-context cultures like Americans want a clear apology “I am sorry” – The Japanese, asking “what’s wrong?” would cause the potential loss of face. Read more details in your course book, page 192 - 194 Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

15. Saying No – Saying no is done with delay and indirectness in low- context cultures, as most US. – Asian cultures are renowned for saying yes. – In fact, in Japan, Westerners have heard yes and gone home happy when the Japanese really meant no. For example: Yes, I listening Yes, you have a good point Yes, I see – The American use “uh-huh” to encourage someone to keep talking – Saying no is more difficult for high-context cultures. In Chinese, a no may reside in the words “That may be difficult” (But don’t agree) Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

16. 5- Organizing Problem-Solving message Problem-solving messages may be organized stories (narrative) – in analogies: a comparison between things which have similar features, often used to help explain a principle or idea – in syllogistic: Inductive reasoning – Or in bargaining discourse: Agreeing with ideas or speaking Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

17. 6- The Role and Force of Words Culture vary in the role they assign to words, as well as the impact words have. This was shown by pointing out the following: – Low-context cultures encode meaning in words – High-context cultures rely more on nonverbal communication. – Language structure is related to the way meaning is structured and understood. Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

18. 7- Channels of Business Message The organization of business messages also is connected to the following channels: Internal channels: Written communication including e-mail, networked bulletin boards, memos, voicemail, texting, messages, printed reports, other written documents and fax. External channels: Written communication include all the internal channels, as well as Internet Web pages, public announcements in press releases, news, stories, marketing promotions, and manuals (books). Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

19. Structured behavior: Carefully planned nonverbal communication acts are used instead of worded messages. Oral channel: includes face-to-face, telephone call, and teleconference exchange. Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

20. 8- Communication Style Formal or Informal – Formality emphasizes status. – informal emphasizes equality. Framed Message : Drafting/Framing of explaining the message context before the delivering it. Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com

21. The End Facilitator: Mr. UON SOKCHEA, MBA, MEd, and PhD Can. Tel: 070 94 38 39 & 017 56 52 87 Email: uon.sokchea14@gmail.com