Chapter 8: Written Communication Patterns

Intercultural Business Communication, 3rd ed., Chaney & Martin

Chapter 8: Chapter 8: Written Communication Written Communication

PatternsPatterns


Written Communication PatternsWritten Communication Patterns

International EnglishInternational English Writing Tone and StyleWriting Tone and Style Letter FormatsLetter Formats Facsimiles (Fax)Facsimiles (Fax) Electronic Mail (E-mail)Electronic Mail (E-mail) Résumé and Job Search InformationRésumé and Job Search Information

What percent of outgoing international What percent of outgoing international correspondence is sent in English?correspondence is sent in English?

97% 97% 1% in French, German, and 1% in French, German, and

Spanish Spanish

(Percentages for incoming (Percentages for incoming correspondence are similar.)correspondence are similar.)


What are lexical errors?What are lexical errors?

Content errors; errors in meaningContent errors; errors in meaning

Examples of lexical errors:Examples of lexical errors: We We baste (baste (based) this conclusion on our based) this conclusion on our

research.research. Thank you for your Thank you for your patientspatients (patience). (patience). Our office will be closed on this Our office will be closed on this wholeywholey (holy) (holy)

day.day. With your With your aideaide (aid), we will soon have our office (aid), we will soon have our office

fully staffed.fully staffed.


The results will be worth the The results will be worth the weightweight (wait).(wait).

Since you plan to visit an Since you plan to visit an ant ant (aunt) in (aunt) in New York, perhaps we could meet at New York, perhaps we could meet at your convenience.your convenience.

According to the According to the sensessenses (census), the (census), the number of exported trucks has number of exported trucks has declined in the last decade.declined in the last decade.


What are syntactic errors?What are syntactic errors?

Errors in the order of the words in a Errors in the order of the words in a sentence. sentence.

Native speakers of a language will Native speakers of a language will discover syntactic errors in a discover syntactic errors in a sentence more readily than lexical sentence more readily than lexical errors. errors. – In Spanish, the noun is given first, then In Spanish, the noun is given first, then

adjectives follow. Example: Paseo del adjectives follow. Example: Paseo del Rio (River Walk)Rio (River Walk)

DeVries, Internationally Yours

Know Your ReaderKnow Your Reader

Despite all the trade between the U.S. and the Far Despite all the trade between the U.S. and the Far East, Americans fail to study even common Asian East, Americans fail to study even common Asian customs and business practices. customs and business practices.

Consider one of the most popular words in the Consider one of the most popular words in the English language - English language - youyou. U.S. people try to . U.S. people try to personalize writing by taking the “you approach.” personalize writing by taking the “you approach.” But in some other countries, such as Japan, people But in some other countries, such as Japan, people don’t like this personal touch. They believe that don’t like this personal touch. They believe that writers should refer to their company: “Would writers should refer to their company: “Would your your companycompany be interested in this plan?” Not: “Would be interested in this plan?” Not: “Would youyou be interested in this plan?” be interested in this plan?”

Riddle & Lanham

International EnglishInternational English

Use the 3,000 to 4,000 most common Use the 3,000 to 4,000 most common English words. Uncommon words, such English words. Uncommon words, such as as onusonus for for burdenburden and and fluxflux for for continual continual changechange, should be avoided., should be avoided.

Use only the most common meaning of Use only the most common meaning of words. The word words. The word highhigh has 20 has 20 meanings; the word meanings; the word expensiveexpensive has one. has one.

Choose words with singular rather than Choose words with singular rather than multiple meanings.multiple meanings.

Riddle & Lanham

Select action-specific verbs and words with few Select action-specific verbs and words with few or similar alternate meanings. Use or similar alternate meanings. Use cook cook breakfast breakfast rather than rather than make breakfastmake breakfast; use ; use take take a taxia taxi rather than rather than get a taxiget a taxi..

Avoid redundancies (interoffice memorandum), Avoid redundancies (interoffice memorandum), sports terms (ballpark figure), and words that sports terms (ballpark figure), and words that draw mental pictures (red tape).draw mental pictures (red tape).

Riddle & Lanham

Avoid using words in other than their most Avoid using words in other than their most common way, such as making verbs out of common way, such as making verbs out of nouns (nouns (impactingimpacting the economy and the economy and faxingfaxing a a message).message).

Be aware of words that have a unique meaning Be aware of words that have a unique meaning in some cultures; the word in some cultures; the word check check outside the outside the U.S. generally means a financial instrument U.S. generally means a financial instrument and is often spelled and is often spelled chequecheque..

Riddle & Lanham

Be aware of alternate spellings in Be aware of alternate spellings in countries that use the same language countries that use the same language - e.g., - e.g., theatre/theatertheatre/theater, , colour/colorcolour/color, and , and judgement/judgmentjudgement/judgment..

Avoid creating or using new words; Avoid creating or using new words; avoid slang.avoid slang.

Avoid two-word verbs, such as Avoid two-word verbs, such as to pick to pick upup; use ; use lift.lift.

Riddle & Lanham

Use formal tone and maximum Use formal tone and maximum punctuation to assure clarity; do not use punctuation to assure clarity; do not use first names in letter salutations.first names in letter salutations.

Conform carefully to rules of grammar; Conform carefully to rules of grammar; be careful of dangling participles and be careful of dangling participles and incomplete sentences.incomplete sentences.

Use more short, simple sentences than Use more short, simple sentences than you would ordinarily use; avoid you would ordinarily use; avoid compound sentences.compound sentences.

Riddle & Lanham

Clarify the meaning of words with more Clarify the meaning of words with more than one meaning.than one meaning.

Adapt the tone of the letter to the reader if Adapt the tone of the letter to the reader if the cultural background is knownthe cultural background is known- e.g., use unconditional apologies if that - e.g., use unconditional apologies if that is expected in the reader’s culture.is expected in the reader’s culture.

Capture the flavor of the language when Capture the flavor of the language when writing to someone whose cultural writing to someone whose cultural background you know.background you know.


Remember also:Remember also: Avoid acronyms (ASAP), emoticons Avoid acronyms (ASAP), emoticons

((), and “shorthand” (4 representing ), and “shorthand” (4 representing for).for).

Numbers are written differently in some Numbers are written differently in some countriescountries- e.g.: 3,000 may be written as 3.000 or - e.g.: 3,000 may be written as 3.000 or 3000.3000.

Tone and Writing StyleTone and Writing Style

Tone and writing style are more formal and Tone and writing style are more formal and traditional in other countries than in U.S. traditional in other countries than in U.S. companies.companies.

Good news messages in the U.S. use the Good news messages in the U.S. use the direct approach.direct approach.

In the U.S. bad news messages use the In the U.S. bad news messages use the indirect approach.indirect approach.

Latin Americans avoid bad news Latin Americans avoid bad news completely.completely.

In the U.S.:In the U.S.:– End negative letters on a positive note.End negative letters on a positive note.– Avoid apologies.Avoid apologies.

In France:In France:– Use formal beginnings and endings; endings Use formal beginnings and endings; endings

tend to be flowery.tend to be flowery.– Apologize for mistakes and express regret for Apologize for mistakes and express regret for

any inconvenience caused.any inconvenience caused. In Japan:In Japan:

– Begin letters with a comment on the season.Begin letters with a comment on the season.– Present negative news in a positive mannerPresent negative news in a positive manner ..

Letter FormatsLetter Formats

Preferred styles in the U.S. are Blocked and Preferred styles in the U.S. are Blocked and Modified Blocked with standard or open Modified Blocked with standard or open punctuation.punctuation.

The French use the indented style; they place The French use the indented style; they place the name of the originating city before the date.the name of the originating city before the date.

Format of the inside address varies. In the U.S. Format of the inside address varies. In the U.S. the title and full name are placed on the first line, the title and full name are placed on the first line, while in Germany the title (Herr) is on the first while in Germany the title (Herr) is on the first line and the full name on the second line.line and the full name on the second line.

The street name comes after the The street name comes after the number in the U.S. but before the street number in the U.S. but before the street number in Germany, Mexico, and South number in Germany, Mexico, and South America.America.

Dates are written differently also. In the Dates are written differently also. In the U.S. dates are written month/day/year U.S. dates are written month/day/year (May 5, 2---); in other cultures, they may (May 5, 2---); in other cultures, they may use the 5th of May, 2--- or 5 May 2---.use the 5th of May, 2--- or 5 May 2---.

Salutations and closings are more formal in many Salutations and closings are more formal in many other countries. other countries.

– Salutations for German letters would be the English Salutations for German letters would be the English equivalent of Very Honored Mrs. Jones; complimentary equivalent of Very Honored Mrs. Jones; complimentary closings would often be the English equivalent of Very closings would often be the English equivalent of Very respectfully yours. respectfully yours.

The Japanese have a traditional format:The Japanese have a traditional format:1.1. Begins with salutation followed by comment about Begins with salutation followed by comment about

season/weatherseason/weather2.2. A remark about a gift, kindness, or patronageA remark about a gift, kindness, or patronage3.3. Closes with best wishes for receiver's health or prosperity.Closes with best wishes for receiver's health or prosperity.

Tsuji

Examples of Japanese Examples of Japanese Seasonal GreetingsSeasonal Greetings

March:March:- Spring has just begun, but the cold winds - Spring has just begun, but the cold winds

of of winter are still with us.winter are still with us. JuneJune::

- Rice paddy fields are ready to be planted.- Rice paddy fields are ready to be planted. AugustAugust::

- Indian summer is still around this week.- Indian summer is still around this week. NovemberNovember::

- The tree on the boulevard is bare of - The tree on the boulevard is bare of leaves.leaves.

How an address is written How an address is written shows the relationship:shows the relationship:

In Asian cultures, the In Asian cultures, the family is the basic family is the basic unit and society as a unit and society as a whole is the larger whole is the larger family:family:

JAPAN, TokyoJAPAN, TokyoHachioji-shiHachioji-shi168-46 Shimoyuki168-46 Shimoyuki47-25 Nanyodai47-25 NanyodaiNakamura, YokoNakamura, Yoko

In the West, the In the West, the individual is most individual is most important and the important and the self is the key:self is the key:

Mr. John R. SmithMr. John R. Smith2350 Walnut Road2350 Walnut RoadMemphis, TN 38152Memphis, TN 38152U.S.A.U.S.A.

Facsimiles (FAX)Facsimiles (FAX)

Fax may be more dependable Fax may be more dependable than the mail in many cultures.than the mail in many cultures.

Fax would be written as you Fax would be written as you would write a letter.would write a letter.

Use a transmittal sheet so the Use a transmittal sheet so the operator knows to whom the operator knows to whom the FAX is directed, the sender, and FAX is directed, the sender, and the total number of pages.the total number of pages.

Exercises Exercises

Modify a bad-news letter so it will be Modify a bad-news letter so it will be effective for a reader who is Japanese, effective for a reader who is Japanese, French, Spanish, or German.French, Spanish, or German.

Write a letter in English to someone who Write a letter in English to someone who speaks English as a second language speaks English as a second language following the International English following the International English Guidelines.Guidelines.

Electronic Mail (E-Mail)Electronic Mail (E-Mail)

Use a memorandum format; no inside Use a memorandum format; no inside address.address.

Observe proper e-mail courtesyObserve proper e-mail courtesy– E.g.: Address the receiver by name in the E.g.: Address the receiver by name in the

opening sentence.opening sentence. Keep messages concise and brief Keep messages concise and brief

(maximum of two screens).(maximum of two screens).

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Format for E-MailFormat for E-Mail

Headings

Salutation

The Message

Complimentary Complimentary CloseClose

Signature Block

Résumé and Job Search InformationRésumé and Job Search Information

In the U.S., a 1- to 2-page résumé is preferredIn the U.S., a 1- to 2-page résumé is preferred– Includes personal information, job objective, Includes personal information, job objective,

educational background, work experience, educational background, work experience, references, and cover letter. Excludes age, references, and cover letter. Excludes age, religion, gender, marital status, or a photo.religion, gender, marital status, or a photo.

In Germany, résumés are 20-30 pagesIn Germany, résumés are 20-30 pages– Includes: copies of diplomas, photo, employment Includes: copies of diplomas, photo, employment

verification, names of parents, family, religious verification, names of parents, family, religious affiliation, financial obligations, and professional affiliation, financial obligations, and professional activities.activities.

In France, the résumé includes: a cover In France, the résumé includes: a cover letter, photograph, family information, age, letter, photograph, family information, age, hobbies and foreign language expertise. hobbies and foreign language expertise. – Age discrimination is common and legal.Age discrimination is common and legal.

Résumés in China contain personal Résumés in China contain personal information: age, gender, and marital status.information: age, gender, and marital status.

In England, the résumé is 1 or 2 pagesIn England, the résumé is 1 or 2 pages– Excludes photo, family information, military service, Excludes photo, family information, military service,

or any other personal information.or any other personal information.

In Spain, the résumé is 2 pages in In Spain, the résumé is 2 pages in letter form letter form – Includes: chronology of experience, Includes: chronology of experience,

military service, education, family military service, education, family information, professions of parents, information, professions of parents, clubs, and professional objective; clubs, and professional objective; picture is acceptable.picture is acceptable.

Exercises Exercises

Prepare a resume to be sent to a Prepare a resume to be sent to a multinational company applying for an multinational company applying for an overseas assignment in a country of your overseas assignment in a country of your choice. choice.

True or False?True or False?

Native speakers of a language will discover Native speakers of a language will discover lexical errors more easily than syntactic lexical errors more easily than syntactic errors.errors.

The writing style of U.S. letters is more formal The writing style of U.S. letters is more formal than that of most foreign correspondents.than that of most foreign correspondents.

The use of a buffer in bad-news messages is The use of a buffer in bad-news messages is typical of the writing style of Latin Americans.typical of the writing style of Latin Americans.

The Japanese try to present negative The Japanese try to present negative news in a positive manner.news in a positive manner.

Ending messages on a positive note is Ending messages on a positive note is important in both U.S. and French important in both U.S. and French letters.letters.

The indented letter style for business The indented letter style for business letters is used by the French.letters is used by the French.

Salutations of German letters are more Salutations of German letters are more formal than in the U.S.formal than in the U.S.

The Japanese traditionally begin letters The Japanese traditionally begin letters with comments about the season or with comments about the season or weather.weather.

Résumés submitted to a German firm Résumés submitted to a German firm would typically be longer than those would typically be longer than those submitted to a U.S. firm.submitted to a U.S. firm.

Spanish résumés are typically in letter Spanish résumés are typically in letter form.form.

Documents

Chapter 8: Written Communication Patterns